Frequently Asked Questions
Because we know insurance can be confusing.
No, but if you would like more information as to whether a treatment or procedure is for coverage, you may contact us at any time to complete a Pre-Approval.
A Pre-Approval is not required, but if you’d like to determine if a condition may be eligible for coverage, we will need the following to review:
Full medical records, SOAP notes, and lab results from at least two years prior to policy (or adoption to current date)
Recommendation for surgery
An itemized estimate for the procedure
The date on which the procedure is planned
Please have the required documents emailed to: firstname.lastname@example.org or fax to: (773) 966-0769 with the Subject: Pre-Approval.
The Pre-Approval process can take up to 7-10 business days from the receipt of the required documentation. Don't wait till you're heading to the veterinarian that day or in an emergency situation.
If you do have an emergency, please reach out to the Claims Support team at 844-738-3446 option 3 for further assistance.
Please note: A Pre-Approval does not guarantee coverage, as coverage is determined by our claims/underwriting department after a claim is filed.
The number of days to appeal a claim varies by the state in which your policy was issued. Please contact Customer Experience regarding your claim.
All requests to appeal your claim must be made in writing to us. Any submitted appeal should state clearly why you or your vet disagree with the initial determination and include supporting documentation. To appeal your claim simply email your request and supporting documentation to us at email@example.com.
Once your appeal has been received by our Claims Department, you will receive an email confirmation. Note: Appeals may take up to 30 days to be reviewed.
Electronic/Paperless Claims Submission:
Log into your Pet Cloud from any device.
Select the “Claims” icon and answer the online questions.
Upload/attach a copy of your paid invoice and submit your claim.
Have your veterinarian send us your pet’s medical records.
Phone/Fax Claims Submission
You can also call Customer Experience at (844) 738-3446 and they can assist you with your claim.
If you love paper, you can always download the claims form and it to us via email at firstname.lastname@example.org. For those of you who love paper and faxes we have that covered too. You can fax the form to (773) 966-0769.
List of All Vets Seen
Medical Records: In order to process your (initial) claim, we need a confirmed list of all vets seen (including emergency and specialty hospitals) either since adoption or within 2 years prior to policy inception. You can email this list to email@example.com.
For an even speedier turnaround, please include the last 2 years of medical records (prior to policy inception) including notes and DOB/adoption date. Your veterinarian can fax the records to (773) 796-4907 or email them to firstname.lastname@example.org. Your veterinarian can also email the records to your Pet Cloud directly using your Personal Pet Cloud Email Address. The email address is located at the top of the page after you log into your account on desktop or mobile.
If you are unsure what medical records to send, click here for more information.
After your completed claims form, along with all necessary invoices and medical records are submitted, we will work diligently to expedite your claim. We will process your claim within 30 days of our receipt of all required information, but our goal is 7-10 business days. Note: Some claims can take longer to process if required documentation is not submitted in a timely fashion.
You can check the status of your claim by logging into the Pet Cloud and selecting the claims icon.
Your reimbursement method is selected at the time of submission for each claim.
If you chose to be reimbursed via ACH (deposited directly into your bank account), this should arrive in your account within 3-5 business days following your claim being completed. The payment source will be displayed as either:
Markel American Figo Pymt, or
Figo Pet Insurance LLC, on behalf of Independence American Insurance Company
If you chose to receive a check reimbursement, this will be mailed out to your address on file at the time the claim was submitted to Figo. Any Figo claim check will be issued from Markel American Insurance. Checks are typically received within 7-10 business days from the date the claim is completed.
If you are unsure about your chosen reimbursement method for a specific claim, feel free to reach out to Figo Customer Experience. You can set up your preferred reimbursement method by logging into the Pet Cloud and selecting the claims icon.
We know that reading your Explanation of Benefits can be confusing, especially for the first time. To help with this, we have created a Sample EOB (for illustrative purposes) that explains every detail.
We ask that you file your claim within a reasonable timeframe following your pet’s illness or injury. The timeframe in which you have to file a claim within a given policy year varies by state.
Please contact Customer Experience for details regarding your policy’s claim filing period.
Yes. All covered treatments will help you meet your annual deductible. And filing a claim does not impact your rates.