Frequently Asked Questions
Because we know insurance can be confusing.
Customer Experience (Central Time):
Monday-Friday 7am-7pm | Saturday 8am-6pm
Sunday 11am-3pm (text support only)
Claims Support (Central Time):
Monday-Friday: 8:30am-5:30pm (claim-related support)
2022 Holiday Hours & Closures
Figo customer experience will be unavailable on the following days:
Every Thursday (closed between 2:45-4pm CT)
Monday, January 3
Saturday, May 14
Monday, May 30
Monday, June 20
Tuesday, June 21 (between 2:30-3:30pm CT)
Monday, July 4
Monday, September 5
Thursday, November 24
Friday, November 25 (Open 8 – 4:30)
Friday, December 23 (Open 8 – 4:30)
Saturday, December 24
Monday, December 26
We will also be closed Monday, January 2, 2023.
You may cancel your policy at any time by emailing us at firstname.lastname@example.org. We would be more than happy to discuss your cancellation over the phone and can be reached at (844)738-3446.
Note: We do require the cancellation request in writing, via email.
We offer a 30-day money back guarantee, click here to read the details and the exclusions.
Each pet has its own policy with its own plan, co-insurance, deductible and PowerUp options. The easiest way for you to enroll an additional pet is by logging into your Pet Cloud. Remember, you can always call us at (844) 738-3446. We are more than happy to help!
We offer a 30-day money-back guarantee, so feel free to take a look and see what Figo can do for you and your pet. If, within the first 30 days of your policy you wish to cancel, we will provide you with a full refund of the premium amount, provided you have not filed a claim. If you cancel your policy after the first 30 days or if you have submitted a claim, any possible refund is subject to state regulations.
We may charge an enrollment fee. Fees are assessed by state.
Please contact Customer Experience for details on your state’s enrollment fees.
If you move within your current state, you are able to adjust your address via the “My Account” section in the Pet Cloud. You will also need to update your billing address via the “Insurance” section in the Pet Cloud.
Note: Your premium may change based on your new zip code.
If you are moving to a new state, please call us (844) 738-3446. We will need to assist in transferring your policy to your new state, in order to maintain your pre-existing conditions history.
We know things happen and sometimes automatic payments don't go through. That’s why if your policy cancels due to non-payment, we may reinstate the policy with no change in coverage. As long as there are no claims during the cancellation period, this will be an easy fix.
The timeframe in which you may reinstate your policy for non-payment differs by state. Contact Customer Service at (844) 738-3446.
If your policy has been canceled for longer than the allowed time frame per your state, or if an illness or injury has occurred during the cancellation period, you are more than welcome to submit a new application for your pet online or by calling us. The timeframe in which you may reinstate your policy for non-payment differs by state. Some policies may also have reinstatement fees that apply. Please contact Customer Experience at (844) 738-3446 option #2, to discuss any further questions.
Note: Waiting periods and pre-exisiting conditions will start over if you submit a new application.
If the ownership of your pet changes to another individual, we are able to transfer the policy to the new pet owner without any interruption of coverage. To process this request, you will need to submit proof of new ownership, including the new owner's full name, address and phone number. We will also need to update the billing portion of the policy to include the new customer's preferred payment method prior to processing the policy transfer.
In order to start the transfer of ownership policy change, please reach out to Figo Customer Experience.
For questions about upgrading or downgrading your policy—including terms and conditions—please contact Customer Experience for more information.
All policy documents will be conveniently located within your Pet Cloud under "Inbox & Docs.” There you will see a folder labeled “Policy Documents”.
If you would prefer paper documentation mailed to you or if you have any questions about accessing this information, please contact us at (844) 738-3446.