- Report: #1439388
Complaint Review: Figo Pet Insurance - Nationwide
Reported By:
Mandy -
Bonita Springs, Florida, United States
Submitted:
Updated:
-
Author Not Confirmed
Why?
Figo Pet Insurance
Nationwide, United States
Phone:
844-493-4130
Web:
www.figopetinsurance.com
Categories:
Business Rating:
(0)
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Figo Pet Insurance Refused to pay 2 claims
My cat has had two UTIs and they refused to pay anything for either vet visit.
The first claim was denied due to it falling within a waiting period, which I was never informed of and never signed anything acknowledging the existence of. I signed up for Figo in December, processed the first claim, and they would not respond. I emailed them multiple times checking on the claim and got no repsonse. I had to email them threatening to contact the Better Business Bureau in order for them to respond (they responded not 20 mintues later). They finally processed and denied the claim in February. I contacted them to figure out why and they realized that they had never sent me the welcome documents that list the waiting periods. I finally recieved those documents in February. I was then told that next time she got sick, it will be covered as the waiting period had ended.
This past week, my cat got another UTI. I filed a claim, and within a day it was denied due to their reasoning that a UTI is a "pre-existing condition" which is ridiculous. That would never be allowed to happen in human health care, to which a representative told me "pet insurance is not like human insurance"... I was told that they were aware that this UTI is not the same UTI she had 4 months ago, but that any repeat illness is considered "pre-existing". And in the future, for a UTI to be covered, she has to go 12 months without having any UTI symptoms. I was told that diagnosis doesn't even matter, it is the symptoms that qualify the condition to be repeated.
I have recieved no services for the months I have been paying for this pet insurance, and as such I am cancelling. The Figo representative I spoke with told me that no other insurance is going to pay for her like they would. But they haven't paid a dime.
1 Updates & Rebuttals
Figo Customer Service
Chicago,Illinois,
United States
Response from Figo
#2UPDATE Employee ..inside information
Mon, April 23, 2018
Hi Mandy,
Thank you for sharing your feedback. We’re sorry to hear that you have not had a positive experience with Figo, and would like to address your concerns.
Over the past couple of months, we made changes to both our customer service and claims departments. We brought on additional representatives to more adequately service our customers--striving to make sure that response delays are no longer an issue. We also brought our claims team in-house, and this has allowed us to better control claim processing times. With these changes, we have seen improvement across both departments. That being said, we are very sorry the transition affected you, as we aim to provide all customers with a great experience.
Overall, we are as transparent as possible regarding the coverage provided under our policy. This is why we provide information about our waiting periods on our website, FAQ page, within the policy and on the purchase page. They are also listed in the 'welcome email' we send out immediately following purchase. We did not receive notification the message delivery was unsuccessful; however, we have resent your welcome email anyway.
Reference: http://support.figopetinsurance.com/customer/portal/articles/1930037
Our policy does not cover pre-existing conditions--this is a condition which first shows signs or symptoms prior to the start of the pet’s Figo policy or before the applicable waiting period is over. We are as fair as possible when it relates to pre-existing conditions, as we know some conditions can be curable. To be considered a curable condition, the pet must go 12 months from the last date of treatment without showing any additional signs or symptoms. If this requirement is met, the condition may be eligible for coverage. Unfortunately, if a pre-existing condition reoccurs during this time, before 12 symptoms free months have passed, then this is still considered to be pre-existing.
Once the waiting periods are over, our policy can cover new conditions--those first showing signs or symptoms after the policy was in effect and after the applicable waiting period has ended. Unfortunately, our representatives cannot guarantee coverage, as all claims need to be formally reviewed by our claims team. Coverage for curable pre-existing conditions can vary by company, and this is how Figo's coverage works.
Reference: http://support.figopetinsurance.com/customer/portal/articles/1929972
A Customer Service Manager will be reaching out to you about your experience and the cancellation of your policy. If you additional questions come up in the meantime, please feel free to reach out to us directly.
Best regards,
Figo Customer Service
