Frequently Asked Questions
Because we know insurance can be confusing.
Figo's new Wellness Powerup provides money back for annual exams, vaccines, spay/neuter, dental and more! Preventative care ensures that you catch any issues before they snowball, because prevention is the best medicine. Refer to your policy for complete details regarding coverage, limitations, and exclusions.
In general, your premium is based on your pet's age, breed and where your pet lives. Some other factors that impact your premium are: the plan you choose, your deductible, your copay, if you have included the optional Powerups or not, and the discounts for which you are eligible.
Annual Deductible: the annual amount you pay for treatments covered by your policy before Figo will begin to reimburse you.
Reimbursement Percentage: the percentage of the covered allowable charge for which Figo is responsible.
We will insure any cat or dog that is at least 8 weeks old and with no upper age limits. However, if you are renewing a policy for a dog that is 8 years or older, or for a cat that is 10 years or older, we ask that you follow your veterinarian’s advice regarding senior wellness testing.
If you do not know the exact date of birth of your pet, please use your best estimate based on your pet’s medical records or shelter/rescue documentation. We will validate the correct age when reviewing your pet's medical records.
Your pet does not need to be spayed or neutered to purchase a policy and coverage is not affected based on if your pet is spayed/neutered or not. However, please keep in mind that our policy does not cover spaying or neutering.
What is a pre-existing condition for pets?
A pre-existing condition is any injury or illness whose symptoms were showing before the start of your pet’s policy, or during a relevant waiting period. A condition is considered pre-existing whether or not it’s been officially diagnosed or treated; all that matters is when its symptoms first displayed.
We are unable to determine a specific condition’s eligibility until you submit a claim, but for clarity’s sake, here are two hypothetical-only situations that speak to our general thought process:
- Your Cocker Spaniel puppy is treated for Giardia pre-policy, and three weeks after you enroll her, she develops a case of some particularly watery runs. Her diarrhea may be considered a pre-existing condition because it’s a clinical symptom of Giardia, an ailment she'd been suffering from before her policy went into effect. Therefore, it won't be covered. However, if your vet says the watery runs were caused by some other new condition, we may cover it.
What pet insurance covers pre-existing conditions?
Pre-existing conditions aren't covered by most pet insurance providers, including Figo. Think of it this way: If your car is damaged or starts showing signs of engine failure, you wouldn't buy an insurance policy after-the-fact on that vehicle and expect the provider to pay for repairs. The purpose of insurance is to protect you from unknowns: You can't protect yourself against something that already happened or is happening.
How does Figo determine whether my pet has a pre-existing condition?
For questions regarding the determination of pre-existing conditions, review this FAQ.
Can I still insure my pet if (s)he has a pre-existing condition?
Of course! Pets with a pre-existing condition (or two, or even three) aren’t prohibited from enrolling in our policies; their coverage will just exclude those specific ailments, or any conditions related to the pre-existing condition.
Is there anything I can do to avoid pre-existing condition exclusions?
Yes, and it’s by enrolling your pet in a policy while they're still healthy. Taking this sort of precaution improves their chances of being fully covered if something happens down the road.
Figo denied my claim because it deemed my pet’s ailment a pre-existing condition. Can I appeal this decision?
The number of days to appeal a claim varies by the state in which your policy was issued. Please contactCustomer Experience regarding your claim.
Note: If you have specific questions about your pet’s possible pre-existing conditions, just drop us a line to discuss yours further. We will not be able to guarantee coverage.
Of course! We understand the importance of a trusting relationship between you and your veterinarian.
If you have a Figo plan, you may visit any licensed veterinarian in the world. This includes specialists and emergency.
Is my coverage reduced for going to a specialist or emergency veterinary hospital?
No, while some companies will reduce your reimbursements for visiting a specialist, we do not. We will pay you whatever reimbursement percentage you currently have on your policy, after your deductible is met and copay is applied, towards any covered item on a specialist or emergency veterinary hospital bill.
Are there any special instructions for submitting my vet bills from another country?
When submitting foreign veterinary bills, please ensure the bill and medical records are translated into English; and the currency is displayed in US dollars as of the date of treatment.
We will evaluate your pet's medical history during the claim process to determine if the condition existed within 12 months prior to your enrollment or within the subsequent waiting period.
In general, a pre-existing condition is a medical condition that first showed signs or symptoms before the effective date of your Figo policy or which occurred during the policy waiting period.
To determine pre-existing conditions, we will need a confirmed list of all vets seen (including emergency and specialty hospitals) either since adoption or within 12 months prior to policy inception.
For a speedy claims turnaround experience, please ask your vet(s) to send over the last 12 months of medical records (prior to policy inception) including notes and DOB/adoption date.
Transparency is everything to us, and we want you to feel no less than thrilled about joining the Figo Fam. That’s why every new customer has access to a full vet record review from our team, after 30 days from your policy start date. Feel awesome about your pet insurance purchase and minimize unexpected surprises along the way. Getting your pet's customized Transparency Report is as easy as 1, 2, 3:
After your policy has been active for at least 30 days, give us a ring or shoot us an email and we'll get started
We do a full review of your pet's medical records
We note any pre-existing conditions and help you better understand your coverage
All new Figo customers with policies active for at least 30 days are eligible to request a Transparency Report. Simply email email@example.com with up to 12 months of medical records prior to the policy start date, and the word "Transparency Report" in the subject line, and we'll get started. If you're dissatisfied with your level of coverage after you receive your Transparency Report, no worries. We're here to assist you with options. Simply give our team a call and we'd be happy to figure out the right plan for you and your pet!
We do not require a veterinary exam to enroll. However, if you cannot provide medical records showing your pet’s annual health exam by a licensed veterinarian occurring within the 12 months prior to the effective date of your Figo pet insurance policy, the first documented veterinary examination after the effective date of the policy may be used as a basis for determining any pre-existing conditions.
What is an annual health exam?
An annual health exam is the routine wellness exam that your vet recommends your pet has yearly to ensure that your pet is in good health. During this exam, your vet will examine your pet’s various systems, typically including their eyes, ears, throat, listening to their heart and breathing, completing an oral exam, and more.
Your veterinarian will make notes during this process called SOAP Notes (Subjective, Objective, Assessment and Plan). These doctor’s notes, along with notes from prior exams are what we will need to review when a claim is filed. For more information about what medical records are needed at the time of your pet’s first claim, visit ourMedical Records FAQ.
Figo policies are effective at 12:01 am standard time at your mailing address the day after enrollment.
Are there waiting periods?
Yes. Information on waiting periods can be found here.
What are medical records?
Medical records are detailed notes (also referred to as SOAP notes) that your veterinarian logs after each time your pet goes in for a visit. Medical records include the findings or results from a veterinary visit, including lab results, x-rays etc. In some cases, these notes are not something that your vet will provide to you up front, so you will need to request them.
What do i need to submit with my first claim?
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 12 months prior to policy inception. You can email this list to firstname.lastname@example.org.
For an even speedier turnaround, please include the last 12 months 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 email@example.com. 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.
What do I need to include with each future claim?
For every claim you submit the following items are needed:
All subject, objective, assessment, and plan notes related to the date of service associated with the claim.
A clear, fully paid, itemized invoice.
Where can I send the medical records?
Your veterinarian can 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. Your veterinarian can also fax the records to (773) 796-4907 or email them to firstname.lastname@example.org
Available discounts can vary by state and are subject to a maximum discount percentage.
Please contact Customer Experience to determine which discounts are offered in your state and to determine eligibility.
Yes, starting from the effective date of your policy. Please contact Customer Experience for more information.