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Pet Insurance policies are underwritten by Independence American Insurance Company.

Medical Records FAQs

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What do I do first? 

It’s simple: 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. See “Where do I send them?” below. 

What should I ask for?

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.

Answers to Common "What If" Questions

What if my pet is less than a year old?

No worries! Just have your vet(s) send us all records from your pet’s first visit (since birth or adoption) to present.

What if I adopted my pet?

That’s great! Simply reply to this email to confirm the approximate date of adoption and a confirmed list of all veterinarians(s) seen from adoption to the present. Please also include rescue records and full medical records from all vet(s) seen from adoption to present.

What if I have visited multiple vets in the last year?

No big deal. Reach out to all veterinarian(s) seen in the last 12 months (including ERs and specialty hospitals) and request they send us your pet’s complete medical records. Then, reply to this email with the full list of vets visited in the last 12 months.

Where do I send them?

Upload: your pet’s medical records into your Figo Pet Cloud via the "Inbox & Docs" section, in the "Medical Records" folder. You or your vet can also send medical records to your Pet Cloud directly using your personal Pet Cloud Email Address. This email appears on your profile.

iOS users: Click the "More" section on the bottom right corner.

Android/Desktop users: Check the page header after logging into your account.

Fax: You or your vet can fax the medical records to us at (773) 796-4907.

Email: You or your vet can email the records to us at or simply reply to this email and attach the records.

When will my pet’s medical records be reviewed?

Upon your first claim!

What is a Figo Transparency Report?

Unless requested, we will not view your pet’s medical records until you file your first claim. 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 of experts, 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:

1. 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

2. Our experts deep dive into your medical history

3. They 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 with up to 12 months of medical records from policy 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!

Pre-existing Conditions FAQs

Does Figo cover pre-existing conditions?

Unfortunately, no. This answer can be frustrating, but the truth is that most pet insurance companies do not provide coverage for them. Think of it this way: If your car is damaged, you couldn’t buy an insurance policy after-the-fact and expect the provider to pay for repairs the very next day. Insurance is meant to protect you from unknowns, and you can’t protect yourself against something that already happened or is happening.

There are certain instances where Figo may be able to cover a pre-existing condition. A pre-existing condition may be covered if curable and the pet hasn’t received treatment or shown symptoms for a period of 12 months.

How does Figo determine whether my pet has a pre-existing condition?

Our team examines the past 12 months of your pet’s medical history and vet notes, from the start of their Figo policy, to determine if something is considered pre-existing. If your dog or cat is less than a year old, we’ll take a look at all available records.

Still confused? Here’s a hypothetical situation. Let’s say 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 (poor pup). 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. Thus, it won’t be covered. If your vet says the watery runs were caused by a new condition, we could cover that.

Make sense?

Last question:

Figo denied my claim because it deemed my pet’s ailment a pre-existing condition. Can I appeal this decision?

Absolutely! You have 90 days after your claim is denied to appeal the decision with all Figo plans. Policyholders who go this route are encouraged to request additional paperwork from their vet to support their appeal.

Have questions about your pet’s possible pre-existing conditions? You can always drop us a line to discuss further; however, we will not be able to guarantee coverage for future claims.