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Pet Insurance policies are underwritten by Independence American Insurance Company.

Frequently Asked Questions

Because we know insurance can be confusing.


    What are Figo's hours of operation?
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    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)

    • Thursday, November 24

    • Friday, November 25 (Open 8 – 4:30)

    • Saturday, November 26

    • Friday, December 23 (Open 8 – 4:30)

    • Saturday, December 24

    • Monday, December 26

    • Saturday, December 31

    We will also be closed Monday, January 2, 2023.

    How do I cancel my policy?
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    You may cancel your policy at any time by emailing us at 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.

    How do I add a pet to an existing policy or account?
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    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!

    Does Figo have a money-back guarantee?
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    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.

    What is the one-time administration fee?
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    We may charge an enrollment fee. Fees are assessed by state.
    Please contact Customer Experience for details on your state’s enrollment fees.

    What happens to my pet insurance policy if I move?
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    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.

    Can I reinstate my coverage if my policy cancels due to non-payment?
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    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.

    Can I transfer my policy to a new owner?
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    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.

    Can I change my pet's coverage?
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    For questions about upgrading or downgrading your policy—including terms and conditions—please contact Customer Experience for more information.

    How will I receive my policy documents?
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    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.

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    No one is permitted to sell, solicit or negotiate an insurance policy without a producer license in the state in which the plan is sold, and all prospects should be directed to Figo Pet Insurance. The information contained in this website is for illustrative purposes only and coverage under any pet insurance policy is expressly subject to the conditions, restrictions, limitations, exclusions (including pre-existing conditions), and terms of the policy documentation issued by the insurer. Availability of this program is subject to each state’s approval and coverage may vary by state. Coverage underwritten by Independence American Insurance Company (IAIC), a Delaware Insurance Company, 11333 North Scottsdale Road Suite 160 Scottsdale, AZ 85254. Live Vet and the Figo Pet Cloud are separate non-insurance services unaffiliated with IAIC.

    Copyright © 2015-2022 Figo Pet Insurance LLC. All rights reserved