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  • Policy Basics

    • When does my policy start and what are the waiting periods?

      Your policy will become effective at 12:01 am standard time at your mailing address the day after enrollment or the day you select as your effect date.
       
      There is a 5-day waiting period for accidents, and a 14-day waiting period for illnesses. ​The 5-day waiting period for injury and 14-day waiting period for illness cannot be waived unless you have purchased your policy using a Veterinary, Shelter or Humane Society partner code, and your pet receives a wellness exam within 48 hours prior to purchase.
       
      There is also a 6-month waiting period for problems associated with cruciates and patellas (knees). However, if you choose to have your pet examined by a veterinarian within the first 30 days of the policy and the medical record specifically notes that your pet does not have any pre-existing conditions relating to its knees, the 6-month exclusion will not apply.


       
    • Is a veterinary exam required to enroll in Figo Pet Insurance?

      We do not require a veterinary exam to enroll. 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 policy, the first documented veterinary examination after the effective date of the policy will be used as the basis for determining any pre-existing conditions. So please get this done right away!
       
       
    • Can I visit any veterinarian in the United States?

      Of course! We understand the importance of a trusting relationship between you and your veterinarian. You may go to any licensed veterinarian in the US, Canada, or Puerto Rico. 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 the specialist or emergency veterinary hospital bill.
    • Reimbursements and co-pays?

      A reimbursement is the amount Figo will pay you toward the total bill or treatment submitted. A co-pay is the percentage of your claim for which you are responsible for before any applicable deductible is applied. 
       
      Example: Let's use an example of you having a $200 deductible and a 10% co-pay:
      For a $1,000 veterinary bill, you will pay the 10% copay ($100), then your annual deductible ($200). Your total out of pocket will be $300. FIGO will pay $700.

      Our plans include flexible reimbursement levels, so you can choose the one that best fits your pet. Pick your reimbursement level from: 70%, 80%, 90% and 100%.* 

      *Note: 100% and 90% reimbursement options are not available in NY.
    • What is an annual deductible?

      The good news is that Figo has an "annual deductible" policy. This means that you can submit any size claim at any time during the policy year. So, once you have met your chosen annual deductible (applied to your veterinary bill for any covered loss, after your copay), then you no longer have to pay a deductible for the remainder of your annual policy period! At this point, all you would be responsible for is your selected copay of any covered treatment. In other words, Figo will reimburse you the rest!

      With our different deductible options, you can tailor your policy to fit your needs. Choose from: $50, $100, $200 and $500. 
    • Does my pet have to be spayed or neutered?


      Your pet does not need to be spayed or neutered to purchase a policy.

      However, in Florida, in order to receive the full benefits of our plans, we recommend your pet being neutered or spayed prior to its first birthday. If you have any questions regarding your state's regulations, please call Figo customer service.

      The below stipulation does not apply if the timing of your pet being spayed or neutered was in conjunction with a veterinarian’s medical recommendation or within 60 days of being adopted:

      If you choose not to have your pet neutered or spayed prior to its first birthday, coverage will not apply for the following areas:  illness related to prostate problems, hormonal skin conditions, perianal hernias, testicular tumors, perianal tumors, mammary tumors, uterine and ovarian conditions, birthing, or injury due to fighting, collision with a motor vehicle, or aggressive behavior.
    • How do you determine a pre-existing condition?

      We will evaluate your pet's medical history during the claim process to determine if the condition existed prior to your enrollment and the subsequent waiting period (14 days for illness and 5 days for accident/injury).
       
      In general, a pre-existing condition is a medical condition (signs or symptoms) which first occurred before the effective date of your Figo policy or which occurred during the policy waiting period.
       
      If your pet has not been examined by a licensed vet in the 12 months prior to the beginning of your policy, then your pet's pre-existing conditions will be determined at their next visit to the veterinarian's office.
    • Will Figo waive pre-existing conditions?

      On a case by case basis, we may waive a pre-existing condition if we deem the condition was curable and it has not shown signs or symptoms in the prior 12 months. Feel free to chat, email or call us with any further questions or to discuss your specific situation.
    • Policy Renewal Experience

      As a Figo customer, you may wonder what happens when your policy renews. Here are the answers to the following policy renewal question.
         

       

      What can I expect when my policy renews?


      Your question:
      • How do I renew my plan?
      • What happens when I renew?
      • What can I expect at renewal?
      • Will my policy automatically be renewed?

      Answer:

      Your policy will renew automatically each year on your policy effective date. No action is required on your part if you would like to continue your coverage.
      • At least 30 days prior: You will receive an email letting you know the renewal has been issued. A copy of the declaration page, containing your new rate, will be available to you in your Pet Cloud.
      • Next billing cycle: Your new premium will be reflected in your ACH or Credit Card statement.
      • Within the next 90 days following your renewal: All claims from the prior policy term must be submitted within 90 days of your renewal date.
       
      If you would like to change your coverage:
      1. Log into your Pet Cloud account. Click on the Insurance icon. Find the desired pet’s listing, and then click on the Change Coverage button.
      2. Contact our Customer Service Team to discuss your coverage, deductible and reimbursement rate options.
       

       

      Premium/Rate Increases At Renewal


      Your question:
      • Will my rates increase?
      • Why would my rates increase?
      • Will my premium increase?

      Answer:

      All pet insurance companies, no matter how they promote their plans, will raise rates accordingly to keep up with the rising cost of veterinary care. These necessary increases allow us to provide the best medical treatment coverage available. Rates will increase each year due to your pet’s age. Like humans, as pets get older, they are more likely to get sick or injured.
       
      We value transparency with our customers, especially as it concerns rate increases, so any change in rate will be communicated as soon as possible. Unfortunately, we are unable to know what the renewal premium will be until the renewal is issued, which is at least 30 days before the renewal effective date. Once the renewal has been issued, we will notify the pet parent listed on the policy by email to communicate the renewal. Our Customer Service Team is available to review the renewal and coverage at that point in time.
       
      Note: Your premium will never increase due to filing a claim, and we will not penalize you for making claims on your policy.
       

       

      Claims Submissions at Renewal


      Your question:
      • How long do I have to file my claims for the previous year?
      • What is the timeframe for filing claims for the previous policy year?
      • Following policy renewal, how long do I have to submit claims?
       
      Answer:

      After the policy renews, claims for the previous policy year must be submitted within 90 days following your renewal date. Here are steps for filing a claim.
       
       

       

      Pre-existing Conditions at Renewal


      Your question:
      • Will pre-existing conditions be covered after renewal?
      • Will conditions that occurred in the previous policy year be covered after my policy renews?
      • What if my pet has pre-existing conditions at renewal?
      • Will a condition ever be considered pre-existing due to policy renewals?

      Answer:

      Approved conditions will continue to be covered for the life of the policy. Unless there is a lapse in coverage, approved conditions will not reset at the beginning of a new policy year.
       
       

       

      Annual Benefits at Renewal


      Your question:
      • Will my annual benefits reset when my policy renews?
      • When will my annual benefits reset?

      Answer:

      At renewal, your annual benefits will reset and the full annual benefit, depending on the plan that you chose, will become available. [For example, if your pet is insured under the Preferred plan, at renewal, the full $14,000 will be available for covered claims in the new policy year. 
       

       

      Deductible at Renewal


      Your question:
      • Will my deductible reset when my policy renews?
      • Will I have to pay my deductible again at renewal?

      Answer: 

      At renewal, your deductible will be reset: and before you receive any reimbursement, you will need to meet your deductible for the new policy year. You can view your pet’s selected coverage in the Insurance section of your Pet Cloud.
       


      Renewal Billing


      Your question:
      • When will my policy be billed at renewal? 
        Does my billing plan change?

      Answer:

      At renewal, unless you change your payment plan, it will remain the same. If you are paying your premium in full for the new year, you will be billed 10 days before your policy’s renewal effective date. To view your upcoming billing date, log into your Pet Cloud and click on the Insurance icon. If you are on a monthly payment plan, your payments will continue to be processed on your recurring monthly billing date (as previously billed). 

      Reminder: If your payment method is a debit/credit card, you may be charged the following processing fees based on your state: 
      • Monthly debit/credit card payment: $2/month per policy processing fee
      • Annual debit/credit card payment: $10 per policy processing fee 

      Note: If you pay using your checking or savings account (referred to as ACH), you can avoid these additional processing fees. 

      For directions on how to change your payment plan, read the next section.
       


      Changing Billing At Renewal


      Your question:
      • What if I move during my policy year?
      • What is my address changes at renewal?
      • What if I need to update my address when my policy renews?

      Answer:

      If you would like to change your billing information:
       
      1. If you have moved within the same state, log into your Pet Cloud account. Click on the My Account icon and update your address. You will also need to make the update in the Insurance section. Note: Changing your zip code might change your premium.
      2. If you moved to a new state, contact our Customer Service Team to update your billing and mailing address. We will also need to rewrite your policy into your new state of residence at renewal.  
       

       

      Changing Coverage at Renewal


      Your question:
      • How to I change my coverage at renewal?
      • Can I change my coverage at renewal?
       
      Answer:

      If you would like to change your coverage at renewal:
      1. Log into your Pet Cloud account. Click on the Insurance icon. Find the desired pet’s listing, and then click on the Change Coverage button.
      2. Contact our Customer Service Team to discuss your coverage, deductible and reimbursement rate options.
       

      Waiting Periods at Renewal


      Your question:
      • Do my waiting periods start over at renewal?
      • Will the waiting periods apply at renewal?

      Answer:

      At renewal, the waiting periods would not apply, so you don’t worry about having to wait through them again!  Waiting periods are applied to new policies, or for pets that have had a lapse in coverage with Figo.
       
      If you add a new pet at renewal, or anytime throughout the year, that pet will be subject to its own waiting periods, which start on their policy effective date. 
    • What are medical records and what medical records are needed?

      Medical records are detailed 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. In some cases, this is not something that your vet will provide to you up front and you will need to request.

      What medical records does Figo need from my veterinarian? 
      In order to process any claim, we will need the last two years of medical records including notes from all veterinarians your pet has visited. If your pet is less than two years old, or if they have not been a part of your family for at least two years, we will need all available records.

      If your pet was adopted, we will also need any medical records provided to you by the shelter or rescue organization including the date of adoption, as well as the adoption certificate if available.

      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 medicalrecords@insurefigo.com.
       
  • About Figo's Plans and Coverages

    • What's covered?

      Veterinary Exam Fee (optional)  - We cover the veterinary exam fee for covered treatments. Please be aware that some other pet insurance companies will not reimburse you the veterinary exam fee even if associated with an illness or injury. Keep in mind, routine exams are not covered under your Figo policy, as they are considered preventative or maintenance exams.
       
      Emergency and Hospitalization - We cover all emergency and hospital care. 
       
      Surgery - We cover all forms of surgery needed to treat your pet as long as it is relating to a covered injury or illness.
       
      Hereditary and Congenital Conditions – We cover hereditary or congenital conditions (some companies don't), as long as they are not considered to be a pre-existing condition.
       
      What is a hereditary condition? A hereditary condition is passed down from a pet's parents. Pure breeds, especially dogs, are particularly susceptible.
       
      What is a congenital condition? A pet can develop a congenital condition in utero, before the pet is born. These conditions can often lead to other complications and diseases.
       
      Hereditary and congenital conditions in dogs and cats can cause pretty serious problems later in life.  These problems can be very expensive to treat. Figo has decided to cover them to make sure you and your pet are protected when you need it most.
       
      Prescription Medications – We cover prescriptions prescribed by licensed veterinarian that relate to the treatment of a covered illness or injury.
       
      Cancer Treatments - Cancer places fear into all of our hearts. Luckily, advancements are being made in animal medicine that are saving and extending the quality of life for both dogs and cats.  We are proud to cover the most advanced, cutting edge treatments for cancer, such as CyberKnife™ Radiosurgery. We know that your pet is irreplaceable which is why we will fight alongside you to keep them healthy and happy by covering the treatment that is best for their recovery.
       
      Specialty Care - Specialty clinics and hospitals are required for advanced surgeries or treatment that your primary veterinarian is unable to perform. No referrals are required and we do not limit coverage for the specialists (Caution:  some pet insurance companies do). Some examples of Specialty Care include:  Oncologists for cancer treatments, Cardiology, Neurology, Internal Medicine Experts, Radiology, Surgery, Advance Imaging, Orthopedics and Critical Emergency Care.
       
      Chronic Conditions - Any chronic condition that first shows signs after your policy waiting period, is covered for the life of your pet as long as they maintain continuous coverage with Figo. Some common chronic conditions include:  allergies, diabetes, obesity, cancer, dry eyes and asthma.

      X-Rays, MRIs, Cat Scans, Ultrasounds & Blood Work - Diagnostic testing considered medically necessary by a licensed veterinarian to help diagnose or treat your pet for an illness or injury is covered under our policy.
       
      Ligament and Knee Conditions Such as Anterior Cruciate Ligament (ACL) Conditions - While our policy has a 6 month waiting period on this coverage, that waiting period will be waived if your veterinarian certifies your pet's knees are healthy. Please see “the other knee if my pet has cruciate treatment history” in the Policy Exclusions section.
       
      Hip Dysplasia - While some companies exclude hip dysplasia, Figo fully covers it as long as it is not deemed pre-existing.
       
      Rehabilitation – We cover rehabilitation treatments as long as they are performed by a licensed veterinarian and for the treatment of a covered illness or injury.
       
      Prosthetic and Orthotic Devices - Figo provides coverage for orthotics, prosthetics, and carts, under all plans, as part of a treatment plan for a covered illness or injury. We are proud provide a benefit that helps disabled pets live happy, normal lives.

      Physical Therapy - We cover physical therapy when it is related to a covered illness or injury and administered by a licensed veterinarian.
       
      Holistic and Alternative Therapies (Including Homeopathic, Acupuncture, Chiropractic) - We cover holistic and alternative therapies when they are related to a covered illness or injury and administered by a licensed veterinarian.

      Stem Cell Therapy - Our policy covers stem cell therapy if it is provided by a licensed veterinarian who deems it necessary for the treatment of your pet's covered illness or injury. 
       
      Non-Routine Dental Treatments -  Figo covers dental treatment if it is part of a treatment plan for a covered accident or illness. We do not cover routine, preventative dental.
       
      Costs of Euthanasia - We will cover the cost of euthanasia as long as it is deemed medically necessary by your veterinarian and it is the result of a covered accident or illness.
       
      Behavioral Therapy - Figo covers behavioral therapy. The maximum benefit that we will pay for consultations by a veterinarian to diagnose and treat behavioral problems is subject to the policy plan chosen:
       
      Essential = $250 annually   Preferred = $500 annually   Ultimate = $1000 annually
       
      Boarding Kennel & Cattery Fees - If your pet is insured under either the Preferred or Ultimate plan, Boarding Kennel & Cattery Fees coverage is included in their policy. Boarding Kennel & Cattery Fees coverage means that we will pay up to $250 in the Preferred Plan (up to $500 in the Ultimate package), for the boarding your pet at a licensed kennel or cattery if you are hospitalized for 96 hours or more due to sickness, disease or bodily injury.
       
      Advertising & Reward - As an added benefit of our Preferred and Ultimate plans, we include coverage for Advertising & Reward. Advertising & Reward coverage protects you if your pet is stolen or strays during the policy period. We will pay for the cost of advertising or offering a reward, up to $250 in the Preferred plan and up to $500 in the Ultimate plan. No co-pay or deductible would apply to this coverage.

      As soon as you find your pet is missing, in order for coverage to apply, please make sure to do the following steps: 

      1. Notify the police that your pet is missing and be sure to ask for a reference number and written confirmation of your report. 
      2. Notify the five closest veterinary clinics or animal shelters to the area where your pet was last seen. 
      3. Save any receipts for advertising and reward. 
       
      Loss Due To Theft or Straying - If you are in our Preferred or Ultimate plans and your pet is stolen or goes missing during your policy period and is not found within 30 days, we will pay up to $250 for price you paid for your pet if you are in the Preferred plan (up to $500 in the Ultimate plan).
       
      If you did not pay for your pet or are unable to locate the original paid receipt, we will still provide coverage. In this scenario, we will pay the lesser of the current local humane society adoption fee for the species of your pet or $150. There is no co-pay or deductible applied to this coverage. 

      As soon as you find your pet is missing, in order for coverage to apply, please make sure to do the following steps: 

      1. Notify the police that your pet is missing and be sure to ask for a reference number and written confirmation of your report. 
      2. Notify the five closest veterinary clinics or animal shelters to the area where your pet was last seen. 

      Vacation Cancellation - We offer Vacation Cancellation coverage as a benefit in our Ultimate plan. This means, if you plan your dream vacation and your pet suddenly needs immediate life-saving treatment, you are not left high and dry.
       
      If you are in the Ultimate plan, we will pay up to $1,000 for any travel and accommodation costs that you are unable to recover as a result of having to delay, cancel or interrupt your vacation because your pet requires immediate life-saving treatment. This means either while you are away or up to 7 days before you leave. There is no co-pay or deductible applied to this coverage. There are some exceptions to this coverage so please see Vacation Cancellation Exclusions in the FAQ’s.
       
      Mortality Benefit - If you are in the Ultimate plan, we will pay up to $1,000 if your pet dies or has to be euthanized by a vet during your policy period as a result of a covered illness or injury. The coverage includes up to $250 for cremation and burial expenses. It also provides reimbursement for the price you paid for your pet. If you did not pay for your pet or are unable to find the original receipt showing how much you paid, we will pay you the lesser of the current local humane society adoption fee for the species of your pet or $150. There is no co-pay or deductible applied to this coverage. There are a few reasons why your Mortality Benefit claim may not be covered. See the Mortality Benefit Exclusions description in this FAQ.
       
      Working Dogs - Figo does insure Working Dogs. Due to the higher risk of injury there is a 10% increase in premium. Please call us at (844) 738-3446 if you have a working dog and are interested in purchasing a policy.
       
    • What's not covered?

      Pre-existing Conditions - Any condition that shows clinical signs prior to the start of your policy period (and relevant waiting periods), will not be covered. A quick analogy to put this in perspective:  you wouldn't buy an insurance policy on a broken down automobile and expect them to pay to fix it the next day, would you? That insurance company wouldn't be in business very long.

      Routine or Preventative Care - While routine wellness or preventative care is critical to your pet's future health and happiness, it is not something covered on our policy. 

      Spaying or Neutering - Sorry, we do not cover this procedure but unless you have plans for your pet to breed, we highly recommend getting it done to avoid future health problems.

      Pets less than 8 weeks old - They are oh so cute, but not yet mature enough for our policy.

      Cosmetic Surgery - Your pet is beautiful just as they are. No need to try and improve!

      Elective Surgeries - We provide coverage for the surgeries that your veterinarian recommends for treatment of accidents and injuries. Elective surgeries are not covered.

      Supplements - Coverage for supplements is not included in our policy. If you are unsure if your pet's medications are supplements or prescription medication, please ask your veterinarian. 

      Obedience or Training Classes and Devices - If your pet can sit, shake and roll over, congratulations, that is quite a feat! It's really something to be proud of; something that you and your pet accomplished together.

      Unfortunately, obedience or training classes and devices are not something that this accident and illness policy covers.

      Grooming - The up-keep of your pet's exterior is important to their quality of life and their self-confidence - keep them selfie-ready!  

      Failure to Adhere to Veterinarian’s Preventative & Treatment Advice - It's important to listen to the experts- especially in the care and keeping of your pet.

      Anything not administered by a Veterinarian - You wouldn't want someone other than a licensed professional to take care of you - same goes for your pet!

      Breeding, Pregnancy, or Giving Birth - Our policy does not provide coverage for maternity, breeding, pregnancy, whelping or nursing; however, we may provide coverage due to complications that arise after the waiting period.

      Eating Poop or Other Eating Disorders - These pets will eat it all; however, the ingestion of poop is not something that is covered on our policy. And it is certainly not recommended. Other than being gross, it can cause severe health problems for your pet.

      Inhumane Treatments - We know you would never do this, so it isn't even worth discussing.

      Neglect or Abuse - We know you would never do this, so it isn't even worth discussing.

      Racing, Coursing or Organized Fighting - It would be great if racing, coursing or organized fighting never happen - those poor pets! However it does, and it is something that is strictly excluded from our policies. If you are using your pet for these activities, we are not the company for you.

      Experimental Procedures - Taking risks on your pet's health is not something that we recommend. Our policy does not cover the risk of experimental procedures.

      Cloned Pets or Cloning Procedures - Sorry, we don't cover your quest to duplicate your beloved pet. Create your pet’s “mini-me" at your own risk. Just remember that each pet has a unique soul, so duplicating the exterior does not duplicate what makes your pet so wonderfully unique on the inside.

      Chemical, Biological or Nuclear…bad events - Let’s hope that none of these this happens... but if they really were to occur, we have bigger problems. It is standard insurance practice not to cover these events.

      War, Invasion, Revolt or Quarantine - Let’s hope that none of these this happens... but if they really were to occur, we have bigger problems. It is standard insurance practice not to cover these events.
       
    • What's excluded?

      Boarding Kennel & Cattery Fees Exclusions - Our policy does include some exclusions to the Boarding Kennel & Cattery Fee's coverage and we want to make sure that they are easy to understand and clearly stated. In order for this coverage to apply, the pet owner must be admitted to the hospital for a minimum of 96 hours.

      If your injury or illness first revealed itself before your pet was covered under this policy or if you are hospitalized for treatment of alcohol abuse, drug abuse, suicide attempt or self-inflicted injuries, this coverage will not apply.

      If you are hospitalized due to receiving any treatment that is not related to sickness, injury, disease or due to giving birth, which did not result from a medical emergency, this coverage will not apply.

      If you are treated in a care setting other than a hospital, this coverage will not apply.

      Advertising & Reward Exclusions - Coverage under Advertising & Reward will not be applied if you are unable to submit a signed receipt detailing the full name and address of the person who found your pet or if the reward was paid to any person living with you, related to you, employed by you or a person who is well-known to you or your pet.

      There will be no benefits paid out under this coverage if the disappearance of your pet resulted from your neglect or deliberate concealment.

      Loss Due to Theft or Straying Exclusions - We will not pay any benefits if you, or the person looking after your pet, freely parts with your pet even if tricked into doing so.

      Vacation Cancellation Exclusions -  The Vacation Cancellation coverage will not provide any benefits if the vacation was booked less than 28 days before you were due to leave. Nor will this coverage assist in reimbursing any cost of vacation cancellation insurance.

      Mortality Benefit Exclusions ("Death from covered illness or injury") - We will pay, up to the maximum annual benefit for this coverage (as shown) if your pet dies or has to be euthanized by a vet during the policy period as a result of illness or injury: a. Up to $250 for cremation and burial expenses; and b. The price you paid for your pet. If you did not pay for your pet or have no formal proof of how much you paid in the form of an original receipt, we will pay you the lesser of the current local humane society adoption fee for the species of your pet, or $150. There is no co-pay or deductible applied to this coverage. Lastly, there would be no benefit to have your pet examined or tested post-mortem.

      There are a few reasons why your Mortality / Death Benefit claim may not be covered:  

      1. If your veterinarian is not able to confirm your pet's death or sign the death claim form. 
      2. If your dog is 8 years or older and dies as the result of illness or your cat is 10 years or older and dies as the result of illness. 
      3. If your pet was euthanized at your request and not at the suggestion of the vet, or because of behavior or emotional disorder, including aggression.                             

      Note: This coverage is excluded from Essential & Preferred Plans. 
       
      The “other knee” if my pet has cruciate treatment history - Unfortunately, research shows that once one knee has been injured, it is much more likely that the other will follow in injury as well. If your pet has shown clinical signs of a cruciate or soft tissue injury to one knee prior to the effective date of this policy, or during the first 6 months of the policy (where no certification of knee health has been provided) and appropriate treatment has not been performed, then the other knee is automatically excluded from coverage.

      Once the appropriate treatment has been performed, the other knee will be excluded from coverage for a period of 12 months from the date of last treatment to the affected knee. So, if you stay on top of treatment, and the other knee is still healthy and showing no clinical signs of a soft tissue injury, coverage is possible.

      This exclusion applies when the first knee started showing signs or symptoms of a condition or injury prior to the start of your policy or during the 6 month knee waiting period. 

      Therapeutic Pet Food - We will cover the cost or fees for food if it is used to dissolve existing bladder stones and crystals in urine. In this circumstance, we will only pay for the food for up to 6 months of treatment. After this, we may request a urine sample from your pet to determine if continued treatment is necessary.

      Other than this situation, we do not cover the costs or fees for food, including food prescribed by your vet, to treat or prevent illness.

      Supplements - Coverage for supplements is not included in our policy. If you are unsure if your pet's medications are supplements or prescription medication, please ask your veterinarian. 

      Intervertebral Disc Disease - The only exclusions in coverage that apply to Intervertebral Disc Disease are when another disc in the same or neighboring spinal region was previously treated or showing clinical signs prior to the effective date of your policy or during the 14-day waiting period for illnesses. This waiting period begins on the effective date of your policy.
    • Plans and sample policy download?

      The maximum annual amounts Figo will pay per policy period is $10,000 for the Essential Plan, $14,000 for the Preferred Plan, and Unlimited for the Ultimate Plan.
       
      The policy versions shown below are effective for customers that have purchased after 10/1/16 for AL, AK, AZ, CO, CT, DC, HI, IA, IL, IN, KS, MS, NC, NE, NJ, OH, SD, TN, and WV; for customers that purchased after 11/1/16 for AR, DE, ID, KY, MD, MT, NV, PA, RI, UT, VT, and VA; for customers that purchased after 12/1/16 for WI, SC, GA, MA, NM, WY, ND, OK, and MN; for customers that purchased after 2/1/17 for MO, NH, OR; for customers that purchased after 2/4/17 for CA; for customers that purchased after 3/1/17 for ME, LA, and MI; and for customers that purchased after 6/1/17 for TX.
       
      Sample Dog Policy Download PDF (2016)
       
       
      The policy versions shown below are effective for customers in
      FL and NY.
       
      Sample Dog Policy Download PDF
      Sample Cat Policy Download PDF
       
      The policy version shown below is effective for customers in WA. 
       
      Sample Pet Policy Download PDF
       
      *If you are an existing customer, please check you Pet Cloud for the current version of your policy.
       
       
       
    • How does Figo compare to other pet insurance companies?

      Check out our comparison chart and see for yourself why choosing Figo is the right decision.
    • California Insurer Disclosure of Important Policy Provisions

      Please read your policy carefully for complete information on the coverage provided. If there is any conflict between the policy and this notice, the provisions of the policy will prevail.

      ANNUAL BENEFIT

      We will pay, up to the maximum annual benefit as shown on the Declarations Page, for the actual cost(s) of any medically necessary treatment your pet receives during the policy period. This benefit is subject to the co-pay and deductible as shown on the Declarations Page.

       

      Regardless of the number of claims made our total limit of insurance for each policy period for all covered costs shall not exceed the amount shown on the Declarations Page as the maximum annual benefit.

      CO-PAY AND DEDUCTIBLES

      During the policy period, you will pay the co-pay and deductible as stated on the Declarations Page for the VETERINARY FEES coverage.

      The co-pay percentage will be deducted from the total of all costs for a covered service. Once the co-pay has been applied, the deductible will be applied to the remaining amount. 

      When the treatment dates fall into two or more policy periods, you will be required to pay a deductible for each policy period.

      As an example, if you have a covered claim of $1,000 to which a ten percent (10%) co-pay and $50 deductible apply, first the ten percent (10%) co-pay is applied and $100 is deducted from the covered amount. Then the $50 deductible is applied and taken off the covered amount. This means that out of the original $1,000, we will reimburse you a total amount of $850.

      Once you have met the deductible for the policy period, covered claims will be paid less the co-pay.

      As an example of a claim where you have already met your annual deductible: if you have a covered claim of $1,000, the ten percent (10%) co-pay is deducted from the covered amount. This means that out of the original $1,000, we will reimburse you a total amount of $900.

      No co-pay or deductible will apply if your pet requires immediate, life-saving treatment.

       

      EXCLUSIONS

      The Ultimate Plus Pet Health Insurance Policy, Ultimate Pet Health Insurance Policy, Preferred Pet Heath Insurance Policy and Essential Pet Heath Insurance Policy include the following exclusions:

      This policy does not cover:

      1.         Costs or fees for treatment of pre-existing conditions as described below:

      a.   For any illness that first showed clinical sign(s) before the effective date of this policy or during the first fourteen (14) days beginning on the effective date of this policy;

      b.   For any illness that is the same as, or has the same diagnosis or clinical sign(s) as any illness your pet had before the effective date of this policy or during the first fourteen (14) days beginning on the effective date of this policy; or
       

      1. For any illness that is caused by, relates to or results from any illness or clinical sign(s) your pet had before the effective date of this policy or during the first fourteen (14) days beginning on the effective date of this policy, no matter where the illness or clinical sign(s) are noticed or occur on your pet’s body; or
      2. For Chronic Conditions and Hereditary Disorders to the extent they first show clinical sign(s) before the effective date of this policy or during the first fourteen (14) days beginning on the effective date of this policy.

      except for ongoing medical conditions that were diagnosed after the effective date of the first policy period where continuous coverage with a pet insurance policy administered by Figo Pet Insurance, LLC, was maintained thereafter;
       
      2.   Costs or fees for congenital defects or abnormalities where clinical sign(s) were apparent prior to the effective date of the  policy or that became apparent during the first fourteen (14) days beginning on the effective date of this policy;
      Other exclusions may apply. Please refer to the exclusions section of the policy for more information.
       
      The Accident Only Pet Health Insurance Policy includes the following exclusion:
      Costs or fees for Treatment of any Illness; including but not limited to Chronic Conditions, Congenital Defects or Abnormalities, Hereditary Disorders and Pre-existing Condition(s).
      Other exclusions may apply. Please refer to the exclusions section of the policy for more information.
       
      GENERAL CONDITIONS
      1.   There is a fourteen (14) day waiting period beginning on the effective date of this policy during which we will not cover any illness of your pet. Coverage for injury of your pet will begin five (5) days after the effective date of this policy. Conditions that occur during the waiting period are excluded from this policy as pre-existing conditions.
       
            The waiting period will not apply to any renewal of this policy if continuous coverage is maintained.
       
      2.  After receipt of the policy by the owner, the policy may be returned by the insured for cancellation by delivering it or mailing it to the insurer or to the agent through whom it was purchased within 30 days. We will then cancel this policy and refund the premium in full, as long as you have not filed a claim. The Free Look Period is not available on renewals or reinstated policies.
       
      Please refer to the policy for complete details.


      Click here to view the California Insurer Disclosure of Important Policy Provisions. 
  • Managing My Policy From the Pet Cloud

    • How will I receive my policy documents?

      All of your policy documents will be conveniently located within your Figo Pet Cloud, under Inbox & Docs. There you will see a folder labeled “Policy Documents”. Please contact us if you have any questions or need assistance (844) 738-3446
    • How do I renew my policy?

      Your policy will renew automatically each year unless you notify Figo that you wish to cancel. You can view your renewal declaration page at least 30 days prior to your policy’s expiration date. This document is located in your Figo Pet Cloud under the “Inbox and Docs” icon.  
    • Will my premium increase at renewal?

      All pet insurance companies, no matter how they promote their plans, will raise rates accordingly to keep up with the rising cost of veterinary care. These necessary increases provide you the opportunity to offer your pet the best medical treatment options available.
       
      Additionally, your premium will be affected by your pet's age each year, as the risk for more costly claims grows higher. Figo strives to provide coverage well into your pet's old-age by not placing upper-age limitations on our policies. However, our premium will never increase due to filing a claim, and we will not penalize you for making claims on your policy.
    • Can I change my pet’s coverage?

      You can downgrade your deductible and or reimbursement percentage at any time. However, if you choose to downgrade your plan then any injury or illness first diagnosed or treated before the change was made will be subject to the new maximum annual benefit. 
       
      You may upgrade your pet’s coverage once per policy period. Upgrades are subject to re-underwriting. Certain exclusions may be applied. If you choose to upgrade your level of coverage, then any illness or injury your pet had, or any illness or injury that first showed clinical sign before the change was made will be subject to the maximum annual benefit in place at the time the condition was first diagnosed or showed clinical sign. A new Declarations Page or endorsement indicating your pet’s new level of coverage will be issued on approval. Exclusions already on the policy may carry over. New deductible and co-pay amounts may apply when coverage is changed. 
       
      Changes can be made by logging into the Figo Pet Cloud and selecting the “Insurance” icon. 

      Any endorsement made before the 20th of the month, will be effective the first of the following month. Endorsements made after the 20th, will be effective the 1st of the month after the following month. Ex: an endorsement made on 12/25 will be effective on 2/1. 

      Increases in coverage will be subject to underwriting approval.


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

      Each pet has its own policy with its own plan, limit, copay and deductible. 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!
    • What happens if I move?

      If you move within your current state you are able to adjust your address via the “My Account” section in the Figo Pet Cloud. Please note that your premium may change based on your new zip code.
       
      If you are moving to a new state please call us (844) 738-3446. You can see any premium changes by entering the new address via the “My Account” section of the Figo Pet Cloud. However, we will need to transfer 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?

      We know things happen and sometimes automatic payments don’t’ go through. That’s why if your policy cancels due to non-payment, and it has been less than 30 days, we can reinstate the policy with no change in coverage. Simply contact our support team at (844) 738-3446. As long as there are no claims during the cancellation period this will be an easy fix.
       
      If your policy has been canceled for more than 30 days, you are more than welcome to submit a new application for your pet online or by calling us. Your account will need to be paid up-to-date in order for the new policy to be issued.
    • Can I transfer my policy to a new owner?

      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. In order for us 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.
  • Billing and Payment

    • How do I view or update my payment method?

      1.      Log into your account at the Figo Pet Cloud
      2.      Click the Insurance section of your Pet Cloud. 
      3.      Here you will be able to view and update your payment information, via the "Billing Info" button. 
       
      We accept ACH (direct from checking account) and all major credit cards.

      Note: If a payment is due on your policy, you can update and/or process the payment in the Insurance section of your Pet Cloud. 
    • Can I change my payment plan?

      You can change your payment plan from monthly to an annual schedule by calling our customer service department at (844) 738-3446.  
    • Can I change my billing date?

      Unfortunately, no. Once a policy is issued you cannot change the billing date because it is linked to the effective date of your policy. 
    • If I am paying monthly, when is my premium due?

      After your initial payment, we will charge you 10 days prior to the next month's due date.    

      Example for a policy that is effective on  June 1st :  The first payment is made at the time of purchase. The next payment, for the month of July, is automatically requested on June 20th. This becomes your billing date for all subsequent months.
       
      We process payments 10 days prior to your next billing month. We know things happen and credit card numbers are frequently replaced due to fraud.  This billing method allows us time to remedy any processing issues and ensure your policy remains in force.
    • Are there any payment fees?

      There are no charges for electronic checking/savings account (ACH) payments.
       
      There will be an additional $2.00 fee for each monthly credit or debit card payment. This fee will be charged starting on the second month and for each following monthly payment. If you choose to pay your annual premium in full via credit or debit card, you will be charged a $10 full pay fee at the time of purchase and at each following renewal. 
    • What if my credit or debit card changes?

      To protect us from fraud credit card companies are frequently issuing new account & card numbers. We get this. If your payment is rejected for any reason you can log into your Figo Pet Cloud, and update your payment method through the Insurance section. The past due amount will be processed immediately and your new information will be saved.
    • How do I cancel my policy?

      You may cancel your policy at any time by emailing us at support@FigoPetInsurance.com. We would be more than happy to discuss your cancellation over the phone, and can be reached at (844)738-3446; we do require the cancellation request in writing, via email. 
                                                                                                        
      When cancelling your Figo policy after it has been in effect for 30 days, or if it is a renewal policy, we will return the pro rata premium less 10%, based upon the date of termination of the policy. The 10% charge will be waived if you, as the pet owner, cancel the policy due to the death of your pet. For more information about your state's specific regulations regarding cancellations, please call Figo customer service.
       
      We have 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 within 30 days, but after you have submitted a claim, you will be subject to our cancellation provisions stated in the paragraph above. Note: Pennsylvania does not allow a 30-day free look period.
  • Claims

    • How do I file a claim?

      Electronic/Paperless Claims Submission: 
       
      1.      Log into your Figo Pet Cloud from any device.
      2.      Select the “Claims” icon and answer the online questions.
      3.      Upload/attach a copy of your bill and submit your claim.
      4.      Have you veterinarian send your medical records.
      5.      You’re done!
       
      Phone/Fax Claims Submission:

      You can also call us at (844) 738-3446 and we can assist you with your claim.
       
      If you love paper you can always download the claims form and send it to us via email at claims@FigoPetInsurance.com. For those of you who love paper and faxes we have that covered too. You can fax the form to (773) 966-0769.

      Documents Required (Medical Records):

      In order to process your claim, your veterinarian needs to send us the last 2 years of medical records including notesYour 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 medicalrecords@insurefigo.com.

      Claims Reimbursement:
       
      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. 
    • How do I get reimbursed or check my claim status?

      You can check the status of your claim by logging into the Figo Pet Cloud and selecting the claims icon.
       
      We will mail a reimbursement check to you.  
    • How is my reimbursement calculated?

      Figo reimburses on the actual veterinary bill. We also offer the option to include coverage for veterinary exam fees on any covered accident or illness.
       
      Figo calculates your reimbursement in the following order:
      1. The co-pay is applied to the total amount of the covered claim.
      2. Then, the deductible (if applicable) is applied. 
      3. The remaining balance is paid directly to your account electronically. (Physical checks are available by choice.)

      Reimbursement Example (with an unmet annual deductible)
       
      Vet Bill  $2,000
      Co-Pay (10%) -$200
      Deductible ($100) -$100
      Reimbursement to You $1,700

      You Pay $300.00               Figo Pays $1,700
       
      Reimbursement Example (with a met annual deductible)
       
      Vet Bill $2,000
      Co-Pay (10%) -$200
      Deductible ($100) $0
      Reimbursement to You $1,800

       You Pay $200.00               Figo Pays $1,800
    • Should I file a claim if my bill is less than my deductible?

      Yes. All covered treatments will help you meet your annual deductible and, besides, filing a claim does not impact your rates.
    • Do I need pre-authorization from Figo for veterinary treatment?

      No, but if you would like to confirm that the treatment will be covered you may contact us at any time.
    • Is there a waiting period?

      Yes, starting from the effective date of your policy, there is a 5-day waiting period for accidents, at 14-day waiting period for illnesses. 
       
      The 5-day waiting period for injury and 14-day waiting period for illness cannot be waived unless you have purchased your policy using a Veterinary, Shelter or Humane Society partner code, and your pet receives a wellness exam within 48 hours prior to purchase. 
       
      There is also a 6-month waiting period for problems associated with cruciates and patellas (knees). However, if you choose to have your pet examined by a veterinarian within the first 30 days of the policy, and the medical record specifically notes that your pet does not have any pre-existing conditions relating to its knees, the 6-month exclusion will not apply.
    • How long do I have to file a claim?

      We ask that you file your claim within a reasonable time frame following your pet’s illness or injury. We know you are busy but we cannot accept any claims that are submitted more than 90 days after the end of your policy period.
    • How do I read my Explanation of Benefits?

      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 that explains each and every detail. 
  • Other Stuff to Know

    • Are there age requirements for Figo policies?

      We will cover any cat or dog that is at least 8 weeks old and there are no upper age limits. However, if you are renewing a policy for a dog that is 8 years or older or a cat that is 10 years or older, we ask that you follow your veterinarian’s advice with regard to senior wellness testing.
    • What if I am not sure about my pet’s age?

      If you do not know the exact date of birth of your pet, please use your best estimate. We will validate the correct age when reviewing your pet's medical records.
       
    • Does Figo offer a wellness plan?

      No, it’s been our experience that pet owners are better off financially if they invest in an inclusive accident and illness policy while managing their pet’s proactive healthcare out of pocket. 
    • How does Figo calculate my premium?

      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 and the discounts for which you are eligible. 
    • What are Figo’s discounts?

      Available discounts can vary by state and are subject to a maximum percent discount. The following discounts are generally available:

      •Animal shelter / humane society
      •Corporate group benefit plan
      •Internet partner
      •Medical services pet*
      •Multiple pet
      •Strategic partner
      •Veterans & Serving Military Discount
      •Veterinary Clinic Staff and Students Discount 
      •Annual (Full) Premium Payment Discount

      *In order to receive the Medical services pet discount, your dog must be a service or therapy dog. This means that your pet went through specific training or became certified to perform a variety of functions. Emotional Support Animals are not eligible for the Medical Services Pet discount. To maintain the discount, proof that your pet is a medical service or therapy dog is required within the first 30 days of your policy period after initial enrollment. 
       
    • What is the one time admin fee?

      Our admin fee of $9 is a one-time administrative fee per-policy and is non-refundable. 
    • Does Figo have a Money Back Guarantee (Free Look)?

      Yes! Figo has a 30-day money back guarantee (not available in PA), 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, provided you have not filed a claim. Please note that if you cancel your policy within 30 days, but after you have submitted a claim, you will be subject to our cancellation provisions.
    • Figo Hours

      Customer Service Hours
      Figo customer service availability: 
      Monday-Friday, 8:00am-7:00pm CST
      Saturday, 8:00am-6:00pm CST
      Sunday, 11:00am-3:00pm CST (text support only)

      2018 Holiday Hours
      Figo customer service will be unavailable on the following days/holidays:
      • Monday, January 1
      • Monday, May 28
      • Wednesday, July 4
      • Monday, September 3
      • Thursday, November 22
      • Tuesday, December 25
      We will have shortened hours on the following dates:
      • Wednesday, January 31 (closed between 3-3:30pm CST)
      • Wednesday, April 4 (closed between 11am-12pm CST)
      • Friday, November 23 (open 8am-4:30pm CST)
      • Friday, December 21 (closed at 5pm CST)
      • Monday, December 24 (open 8am-4:30pm CST)
  • Pet Cloud

    • What is My Pet Cloud Email and how does it work?

      Your Pet Cloud email is automatically assigned to you when you purchase your initial insurance policy. It appears at the top of your Pet Cloud home page and is an easy way to get documents into your cloud. Anything sent to this email address, including attachments, will appear in your “Inbox”.  Just ask your veterinarian to send your pets medical records to your email @MyPetCloud.com.
    • Can I change my email address @MyPetCloud.com?

      Of course, when logged into your Pet Cloud click on “My Account” in the upper right hand corner and choose “Account settings”.  Here you can edit your profile which includes changing your Pet Cloud Email.
    • How to upload documents to Inbox & Docs?

      1.      Once you are logged into your Pet Cloud, click on Inbox & Docs.
      2.      Select the desired folder where you would like the document to be sent.
      3.      Once in your chosen folder, hit the upload button at the top of your page (bottom of the page for mobile).
      4.      Now locate the file on your computer or device that you would like to upload. You can then assign documents to different pets if you so desire. Press done, and your file will upload.
    • How to share documents from my Pet Cloud?

      1.      Find the file(s) you want to share in your “Inbox & Docs”
      2.      Select the file or files that you would like to share. Make sure a check box appears next the file.
      3.      Click the share icon and enter the desired recipient’s email address.
      4.      Enter a personal message or just press “Send” and away it goes!
    • How do I manage documents in my Pet Cloud?

      Select any file in your “inbox and docs” folders and the icons at the top of the page will change to a mint color indicating those actions can be performed.  They include:

         1.      Upload
         2.      Download
         3.      Share (email)
         4.      Rename
         5.      Delete (will place the file in your trash bin)
         6.      Move (to another pet cloud folder)
         7.      Filter (assign files to different pets)
    • How do I register my pet tag and setup my pet’s online profile?

      It's easy, and rather fun to set up your Pet Tag and Profile! From the Pet Cloud home page, click on My Pets (the pet tag icon). You should then see your pet(s) listed and a message next to their name if their pet tag is not registered.
       
      Click on the arrow near your pet's name, and their profile will expand. Towards the bottom of their profile, you will see "Register Pet Tag" in a red box. Click on "Register Pet Tag", and simply enter your tag number, twice to confirm, and you are good to go!
       
      From this page you are also able to update your pet's profile picture, their family's contact information and add some personal details about your pet. This is what someone would see if they found your lost pet and entered your pet's tag number into our website (so make sure to include any tips about taking care of your pet, just in case).
    • I lost my pet tag?

      No problem. Just chat, email or call us so that we may assist you in getting a new tag. You can call us at (844) 738-3446 or send us an email at support@figopetinsurance.com .
    • I forgot my password?

      If you've forgotten your password, just click on the "forgot password" link at the login screen to the Pet Cloud. You will be asked to enter your email address that is associated with your Pet Cloud. After entering your email and pressing recover, you should promptly receive an email with a link to change your password.
       
      If you would simply like to change your password, you can do so in your My Account. Once you're viewing your Account Settings, select change password. You will be asked to enter your old password and then you may choose your new password. The change processes right away, and you may have to login once more to your Pet Cloud on any of your other devices.
    • What is the GPS device and how do I get one?

      Our goal is to open our cloud to other technology companies to make your Figo experience even better. Gibi Technologies is our first partner. You can click on “learn more” button from the GPS icon in your Pet Cloud home page for purchasing information. Once you purchase and setup your GIBI gps collar you can link the device to your Petcloud.
       
      All technical support for Gibi will be done separately through their customer service team. Gibi can be reached at (844) 438-4424 or at support@gibitechnologies.com
    • What are the mobile apps and do I need them?

      You do not need the mobile apps to use your personalized Pet Cloud. We have designed our sites on a completely responsive platform. This means your Pet Cloud will work on any device without needing to download the mobile app. 
       
      However, the mobile apps on IOS and Android will streamline some of the mobile features for an enhanced and more seamless experience. Our mobile apps will be released in late April to early May. 
    • Where do I set up my account for electronic claims reimbursement?

      To receive reimbursement for claims electronically through your bank account, set up this option during the filing of a claim on desktop, or anytime on mobile. From the Pet Cloud home page, tap/click on the Claims icon. See How do I set up electronic reimbursement for my claim(s)? for setup instructions.
    • How do I set up electronic reimbursement for my claim(s)?

      For mobile users:
      • From the Pet Cloud home page, tap on the Claims icon (or select Claims from the hamburger menu)
      • Scroll down to Status section, tap on the Reimbursement Method toggle
      • Once the item expands, enter your financial information, select the radial button for ACH / Electronic
      • Once the fields are visible, enter the following information in the corresponding fields:
      • a valid bank routing number (and enter again to confirm)
      • a valid account number (and enter again to confirm)
      • If desired, tap the Save as Default checkbox to save and apply the information to future claims
      • Tap the Save button to store your changes

      For desktop users:
      • From the Pet Cloud home page, tap on the Claims icon
      • Once the Claims screen is displayed, click on the New Claim button
      • Complete the claim information
      • Under the form question Reimbursement Method, select ACH from the drop-down menu
      • Once the fields are visible, enter the following information in the corresponding fields:
      • a valid bank routing number (and enter again to confirm)
      • a valid account number (and enter again to confirm)
      • If desired, click the Save as Default checkbox to save and apply the information to future claims
      • Click the Submit button to apply this reimbursement method to the immediate claim being filed
    • Where can I calculate my estimated claims payout?

      On the mobile app, you can estimate how much you pay and how much we pay on a given bill via the Claims Calculator located under the Claims section. Simply enter the requested information and the calculator will automatically provide a break-down. See How do I use the Claims Calculator? for use instructions.
    • How do I use the Claims Calculator?

      For Mobile Users Only:
      • From the Pet Cloud home page, tap on the Claims icon
      • Scroll down last section, tap on the Claims Calculator toggle
      • When the Claims Calculator page is displayed, enter the following information:
        • Bill Amount
        • Plan Type
        • Coverage
        • Reimbursement
      At the bottom of the window, the Claims Calculator will automatically update the estimated You Pay (in Mint) / We Pay (in Navy Blue) figures
    • Where do I enter my pet’s microchip information?

    • How do I save my microchip information in the pet’s profile?

      For Mobile Users Only:
      • From the Pet Cloud home page, tap on the My Pets icon
      • Tap on your pet’s name/icon on the resulting list
      • Once the pet’s profile is displayed, scroll down to the Microchip icon and tap it (it's located directly under your pet's description)
      • When the Microchip page is displayed, enter the following information:
        • Select microchip manufacturer/company from the drop-down (this selection will automatically populate the website login page in the field provided)
        • Chip ID
        • User Name
        • Password
      Tap the Save button to store the profile information
    • Where can I find my pet’s plan/coverage information?

      For Mobile Users:
      • From the Pet Cloud home page, tap on the Insurance icon (or select Insurance from the hamburger menu)
      • Under the My Policies section, tap on the pet’s name
      • When the pet’s profile is displayed, scroll to the Policy Details section to view the plan/coverage information
       
      For Desktop Users:
      • From the Pet Cloud home page, click on the Insurance icon (or select Insurance from the side bar menu from any screen)
      • Scroll down to view your pet(s) plan/coverage information
    • Where can I find my pet’s coverage balance?

      For Mobile Users Only:
      • From the Pet Cloud home page, tap on the Claims icon (or select Claims from the hamburger menu)
      • Scroll down to last section, tap on the Coverage Balance toggle
      • View the following information:
        • Plan and Deductible information
        • Policy Renewal Period
        • Remaining Coverage
        • Remaining Deductible
    • How do I add a veterinarian under My Vets?

      For Mobile Users:
      • From the Pet Cloud home page, tap on the My Vets icon (or select my Vets from the hamburger menu)
      • When the My Vets page is displayed, tap on the Add Vet button
        • Using GPS: Be sure to allow the Pet Cloud app to use GPS location services in your phone’s settings. If you would like to use GPS to populate a list of veterinarians within your current location, choose to “Allow” the Pet Cloud access to your location, and once the Add A Vet screen is displayed, tap the Use GPS checkbox
        • Using Zip Code: On the Add A Vet screen, uncheck the Use GPS checkbox and enter a Zip Code in the field provided; then tap the Search button to search all locations within the Zip Code’s range
      • Tap on the map marker for your preferred veterinarian, or tap the name of the veterinarian from the search results listed below
      • When the detailed listing for the veterinarian is displayed, tap the Select A Vet button
      • Your newly added veterinarian will be listed as an option on the My Vets page, as well as any other sections of the app that require veterinarian information
       
      For Desktop Users:
      • From the Pet Cloud home page, click on the My Vets icon (or select Vets from the side bar menu from any screen)
      • On the My Vets page, click on the Add A Vet
        • Using GPS: Be sure to allow the Pet Cloud app to use GPS location services in your phone’s settings. If you would like to use GPS to populate a list of veterinarians within your current location, once the Add A Vet screen is displayed, be sure to check the Use My Location
        • Using Zip Code: On the Add A Vet screen, uncheck the Use GPS checkbox and enter a Zip Code in the field provided; then tap the Search button to search all locations within the Zip Code’s range
      • Click on the name of your preferred veterinarian/office from the resulting list
      • Click the Add Vet button 
      Your newly added veterinarian will be listed as an option on the My Vets page, as well as any other sections of the app that require veterinarian information
    • I don’t see my veterinarian listed. Where do I add a missing veterinarian under My Vets?

      After searching for your preferred veterinarian, you find they are not listed, you can add them manually in the Pet Cloud.

      For Mobile Users:
      • From the Pet Cloud home page, tap on the My Vets icon (or select my Vets from the hamburger menu)
      • When the My Vets page is displayed, tap on the Add Vet button
        • Using GPS: Be sure to allow the Pet Cloud app to use GPS location services in your phone’s settings. If you would like to use GPS to populate a list of veterinarians within your current location, choose to “Allow” the Pet Cloud access to your location, and once the Add A Vet screen is displayed, tap the Use GPS checkbox
        • Using Zip Code: On the Add A Vet screen, uncheck the Use GPS checkbox and enter a Zip Code in the field provided; then tap the Search button to search all locations within the Zip Code’s range
      • If your preferred veterinarian is not listed, scroll to the end of the results, and click on the Add Manually banner toggle 
      • When the form is displayed below, enter the following information:
      • Clinic Name (Office/Doctor’s Name)
      • Address
      • City
      • State
      • Zip
      • Email (if available)
      • Phone Number
      • Website (if available)
      • Click the Save Vet button
      • Your newly added veterinarian will be listed as an option on the My Vets page, as well as any other sections of the app that require veterinarian information
       
      For Desktop Users:
      • From the Pet Cloud home page, click on the My Vets icon (or select Vets from the side bar menu from any screen)
      • On the My Vets page, click on the Add A Vet
        • Using GPS: Be sure to allow the Pet Cloud app to use GPS location services in your phone’s settings. If you would like to use GPS to populate a list of veterinarians within your current location, once the Add A Vet screen is displayed, be sure to check the Use My Location
        • Using Zip Code: On the Add A Vet screen, uncheck the Use GPS checkbox and enter a Zip Code in the field provided; then tap the Search button to search all locations within the Zip Code’s range
      • If your preferred veterinarian is not listed, below the results window, find the text that states, Not on the List? Add Manually, and click on the green Add Manually text 
      • When the Enter Vet Information form is displayed, enter the following information:
        • Company (Office/Doctor’s Name)
        • Address
        • City
        • State
        • Zip
        • Email (if available)
        • Phone Number
        • Website (if available)
      • Click the Add button
      Your newly added veterinarian will be listed as an option on the My Vets page, as well as any other sections of the app that require veterinarian information
  • Legal and Underwriting

    • Carrier / Underwriter

      Our pet insurance policies are underwritten by Markel American Insurance Company who is rated A (Excellent) A.M. Best (2015). Markel Specialty, one of Markel Corporation’s five insurance divisions, underwrites innovative property and casualty solutions for both standard and hard-to-place risks. Success in specialty insurance is about knowing your markets. With 70+ years of experience in their niche markets, Markel’s product focus is on commercial programs and personal lines offering admitted and excess and surplus lines solutions.
       
      Markel Corporation (NYSE – MKL) is a holding company for insurance and investment operations around the world. Headquartered in Richmond, Virginia and founded in 1930, Markel is organized around five insurance segments offering unique solutions for standard and hard-to-place risk challenges. Insurance divisions include Markel Global, Markel Specialty, Markel Wholesale, Markel International (including Syndicate 3000, Markel International Insurance Company Limited, and Markel Resseguradora do Brasil S.A.), and Markel Re. Markel Ventures, a subsidiary that makes strategic investments in companies outside of the insurance marketplace, is another important component of Markel’s business. Markel is listed on the NYSE and trades under the ticker symbol “MKL.”
       
      Markel American Insurance Company – A Stock Company
      4521 Highwoods Parkway, Glen Allen Virginia, 23060
      (262) 548-9880
    • Terms of Use

      Terms of Use

      Terms of use and underwriter and licensing information FIGO Pet Insurance, LLC
      Last Modified: September 2018
       
      These Terms of Use and Underwriter and Licensing Information (these “Terms”) govern your access to and the use of Figo sites or services, including our app, products and services, content, functionality, and information about our app, products and services, your accounts, educational content, and certain other tools offered, whether as a registered user or guest (collectively, “Figo sites or services” or “our sites or services”).
       
      By using Figo sites or services, you accept and agree to be bound by these Terms. If you do not agree to these Terms, please do not use our sites or services. Please read these Terms carefully and make sure that you understand them. These Terms are in addition to any other agreements between you and Figo.
       
      We may modify or update these Terms from time to time. If we believe that the changes are material, we will let you know by doing one or more of the following: (1) posting the changes on our sites and our app or (2) sending you an email or message about the changes. That way you can decide whether you want to continue using our sites or services. Changes will be effective upon the posting of the changes or at such later time as may be specified in the updated Terms. You are responsible for reviewing and becoming familiar with any changes. Your use of our sites or services following the changes constitutes your acceptance of the updated Terms. Please check these Terms regularly.
       
      Figo sites or services are offered and available to users who are 18 years of age or older and who reside in the United States. By using Figo sites or services, you represent and warrant that you are of legal age to form a binding contract with Figo and meet all of the foregoing eligibility requirements. If you do not meet all of these requirements, you may not access or use FIGO sites or services. We reserve the right to change the eligibility requirements based upon product approvals and other regulatory considerations.
       

      1. Information About Our Company

      Figo Pet Insurance, LLC
      540 N. Dearborn
      Box No. 10873
      Chicago, Illinois 60610
       
      To contact us, please email support@FigoPetInsurance.com or at the address listed above. 
       
      We currently operate the following websites: www.Figopetinsurance.com, www.mypetcloud.com, and iFigo.com.
       

      2. Availability of Insurance Products in Your Jurisdiction

      Figo makes no representation that all insurance products and services on Figo sites or services are appropriate or available for use in your jurisdiction. Some insurance products and services may not be available in all jurisdictions. If you choose to access Figo sites or services, you do so at your own initiative and are responsible for compliance with any applicable local, state, and federal laws, rules and regulations. The information contained on our sites is not an offer to sell or solicitation to buy any insurance product or service. 
       

      3. Insurance Quotes and Coverage

      All quotes for insurance products provided to you on our sites are estimates based upon the information you provided and are not a binding agreement to extend insurance coverage. You represent and warrant that any application submitted by you is, to the best of your knowledge, true, correct and complete. Any coverage descriptions provided on our sites are general descriptions of available coverages and are not a statement of contract. To obtain coverage, you must submit an application to Figo. All applications are subject to underwriting approval. Coverages and availability may vary by state or province; and additional minimum coverage limits may be available in your state. For additional information, please contact us at support@FigoPetInsurance.com or call us at 844-738-3446.
       

      4. Reliance on Certain Posted Information

      The information presented on or through Figo sites or services is made available solely for general information purposes. We do not warrant the accuracy, completeness, or usefulness of such information. Any reliance you place on such information is strictly at your own risk. We disclaim all liability and responsibility arising from any reliance placed on such materials by you or any other visitor to our sites, or by anyone who may be informed of any of its contents. Coverage under any pet insurance policy is expressly subject to the conditions, restrictions, limitations, exclusions and terms of the policy documentation issued by the insurer.
       
      Our sites may include content provided by third parties, including materials provided by other users, bloggers and third-party licensors, syndicators, aggregators or reporting services. All statements or opinions expressed in any such materials, and all articles and responses to questions and other content, other than the content provided by us, are solely the opinions and the responsibility of the person or entity providing those materials. Any such materials do not necessarily reflect our opinion. We are not responsible, or liable to you or any third party, for the content or accuracy of any materials provided by any third parties.
       
      If any of our sites or services contain links to other sites and resources provided by third parties, these links are provided for your convenience only. These links include those contained in advertisements, including banner advertisements and sponsored links. We have no control over the contents of those sites or resources, and accept no responsibility for them or for any loss or damage that may arise from your use of them. If you decide to access any of the third party sites linked to our sites, you do so entirely at your own risk and subject to the terms of use for such websites.
       

      5. Limited License, Restricted Sites and Passwords

      You do not need to register with us to visit our site and access certain information. However, you will need to create an account in order to access certain password-protected areas of our site and some of our sites or services (“your Account”). You hereby represent and warrant that the information you provide to us is truthful, accurate and current.
       
      Subject to these Terms and our policies (including policies made available to you within our sites or services), we grant you a limited, non-transferable, non-exclusive, and revocable permission to access and use our sites and services, provided that: (a) you will not copy, distribute or modify any part of the our sites or services without our prior written authorization; (b) you will not send unsolicited or unauthorized advertisements, spam, chain letters, etc.; (c) you will not transmit any content that contains software viruses, or other harmful computer code, files or programs; (d) you will not disrupt servers or networks connected to our sites or services; and (e) you comply with these Terms.
       
       
      You must create a password for your Account. Responsibility for the confidentiality of your password rests solely with you, as well as for any use of the site or any of our sites or services made using your login information and password. This password should be used only by you, should not be shared with anyone else, and may be changed by us for any reason at any time upon notice to you.
       
      In order to participate in the Figo Pet Cloud, we will ask you to create a profile in your Account containing information about you and your pet(s).   Your profile will contain your name, email address and zip code as well as certain information as to your pet(s) including name, breed, age and sex.   You have the option of adopting certain privacy options through our settings section. Our insurance customers are automatically enrolled in the Figo Pet Cloud. If you are an insurance customer and wish to opt out of the Figo Pet Cloud or limit the information provided in your profile, you may do so by adjusting your settings in our sites and services.  
       
      Any information that you provide about yourself and your pets must be accurate. You may elect not have your full name serve as the name associated with your Figo Pet Cloud profile, but we reserve the right to force foreclose any username.  In no event may you use language that is offensive, vulgar, violent, unlawful, or discriminatory or that infringes someone’s intellectual property rights, or otherwise violates the Terms. We have the right to disable any user name, password, or other identifier, whether chosen by you or provided by us, at any time, in our sole discretion for any or no reason, including if, in our opinion, there has been a violation any provision of these Terms or of our Privacy Policy
       
      You must not defame, stalk, bully, abuse, harass, threaten, impersonate or intimidate people or entities and you must not post private or confidential information via the our sites or services, including any credit card information, social security or alternate national identity numbers, non-public phone numbers or non-public email addresses. You may not use our sites or services for any illegal or unauthorized purpose. You agree to comply with all laws, rules and regulations, including federal, state, local and provincial laws, applicable to your use of our sites or services.
       
      Some portions of our sites or services may be restricted and require authorization for access. Unauthorized use of or access to any such areas is prohibited. Actual or attempted unauthorized use of or access to such areas may result in criminal and/or civil prosecution. Attempts to access such areas without authorization may be viewed, monitored, and recorded and any information obtained may be given to law enforcement organizations in connection with any investigation or prosecution of possible criminal activity on this system. If you are not an authorized user of such areas or do not consent to continued monitoring, you should not attempt to access such areas. It is a condition of your use of our sites or services that all information you provide on our sites is correct, current, and complete. You agree that all information you provide to register with our sites or otherwise, including through the use of any interactive features on our sites, is governed by our Privacy Policy, and you consent to all actions we take with respect to your information consistent with our Privacy Policy
       
      You are responsible for maintaining the security of your information technology systems and computers. You should exercise the necessary steps to ensure that unauthorized individuals do not access your accounts or other components of our sites, as well as your log files or any other information which is proprietary or private to you. Do not share your password with anyone. If you are an authorized user of any restricted area, you are responsible to maintain the security/confidentiality of your password. You should use particular caution when accessing your account from a public or shared computer so that others are not able to view or record your password or other personal information. Figo will not ask you for your password. If you know or suspect that your password has been compromised, change your password immediately. If you suspect any unauthorized activity related to your account, you should contact us. We are not responsible for passwords that are not secure or that are shared.  Figo encourages you to change your password regularly. 
       

      6. Images, Content and General Conditions about Social Networking

      If you submit photographs, images, video, or related media (collectively, “Images”) or comments or content (collectively, “Content”), including by creating the profile associated by your Account and otherwise accessing features in our sites or services, you agree to abide by these Terms. You shall not submit Content or Images on our sites that you are not authorized to submit or that are illegal, indecent, profane (either directly or indirectly through partially obscured words, letters, phrases, terminology or the like), threatening, defamatory, derogatory, counter to our Privacy Policy or otherwise injurious to Figo or third parties; consist of or invoke malicious software code, constitute commercial solicitation (except where pre-approved by Figo), consist primarily of an unsolicited electronic mass mailing, be political in nature, or the like. Information submitted directly as a component of your insurance application will be used solely for that purpose.  Our settings may now or in the future provide options that permit you to choose who can review your Images and Content.
       
      Content and Images that infringe in any manner on the copyright, trademark or other intellectual property rights of any person or entity, or that contain privileged, confidential, proprietary or trade secret information of any individual or entity, or that may violate the legal right of any person or entity in any jurisdiction or locale will not be accepted by Figo and should not be posted by you. You may not submit materials that are or purport to be the personally identifiable information about others, such as names, postal address, email address, telephone number or any other personal attribute which would constitute harassment or an invasion of privacy.
       
      You retain all of your ownership rights in the original aspects of your Images and Content.  Figo does not claim ownership of any Images or Content that you post on or through our sites and services. Instead, you grant to Figo a non-exclusive, royalty-free, perpetual, irrevocable, fully transferable, sub-licensable and assignable right to use, edit, modify, adapt, translate, edit, and reformat your Content and Images as necessary and for any purpose, anywhere in the world, including into those forms that may constitute advertising or marketing.
       
      We are not, and shall not be, under any obligation to maintain any Content or Images in confidence, to pay compensation for any Content or Images, or to respond to any Content or Images. Information submitted directly as a component of your insurance application will be used solely for that purpose. If you submit Content or Images outside of the application, e.g. in establishing your profile and accessing other features of our sites and services, you are also granting to Figo the non-exclusive right to seek enjoinment and possible damages from any third party who otherwise uses your Content or Images in an unauthorized way or through unauthorized reproduction of any such Content or Images.
       
      Content or Images used, displayed or propagated by us or others licensed by us to use your Content or Images may be attributed to you unless you have expressly requested anonymity via exercising the options contained in our settings page. We reserve the right to select among the Content and Images for the most appropriate material to be used, subject to our sole discretion and judgment. Figo otherwise reserves the right to remove Content and Images from our sites pursuant to our discretion and judgment, but maintains no obligation to do so.
       
      We take no responsibility and assume no liability for any Content or Images posted by you or any third party.  Content or Images removed from our sites or services may continue to be stored by Figo, including in order to comply with certain legal obligations, but may not be retrievable without a valid court order. Figo is not a backup service and you agree that you will not rely on Figo for the purposes of Content or Images backup or storage. Figo encourages you to maintain your own backup of your Content and Images. Figo will not be liable to you for any modification, suspension, or discontinuation of our sites or services, or the loss of any Content or Images. You also acknowledge that the internet may be subject to breaches of security and that the submission of Content, Images, or other information may not be secure.
       
       
      We reserve the right to modify or terminate your access to our sites or services for any reason, without notice, at any time, and without liability to you. If we terminate your access or you deactivate your Account, your photos, comments, likes, friendships, and all other data will no longer be accessible through your Account (e.g., users will not be able to navigate to your username and view your photos), but those materials and data may persist and appear within our sites or services (e.g., if your Images has been shared by others).
       
       
      We reserve the right to refuse access to our sites or services to anyone for any reason at any time. We reserve the right to force forfeiture of any username for any reason. We may, but have no obligation to, remove, edit, block, and/or monitor Images or Content or Accounts containing Images or Content that we determine in our sole discretion violates these Terms.
       
       
      You are solely responsible for your interaction with other users of our sites or services, whether online or offline. You agree that Figo is not responsible or liable for the conduct of any user. We reserve the right, but have no obligation, to monitor or become involved in disputes between you and other users. Exercise common sense and your best judgment when interacting with others, including when you submit or post Images, Content or any personal or other information. You have certain options about who can view your Content, Images and activities as described in our Privacy Policy.
       
       
      Some of our sites and services is supported by advertising revenue and may display advertisements and promotions, and you hereby agree that Figo may place such advertising and promotions on the sites and services or on, about, or in conjunction with your Content and Images. The manner, mode and extent of such advertising and promotions are subject to change without specific notice to you. You acknowledge that we may not always identify paid services, sponsored content, or commercial communications as such.
       

      7. Intellectual Property, Trademarks and Copyrights

      Figo sites or services and their entire contents, features, and functionality including, all information, software, text, displays, photographs, images, video and audio, and the design, selection and arrangement thereof, are owned by Figo, its licensors or other providers of such material and are protected by United States and international copyright, trademark, patent, trade secret, and other intellectual property or proprietary rights laws and treaties. You will not challenge the ownership or rights in the content on Figo sites or services or any component thereof. 
       
      You are granted a nonexclusive, nontransferable, limited and revocable right to access, use, display, and navigate our sites solely for your personal, non-public and non-commercial use. You are also granted a limited and revocable license to print copies of the Content, but solely for your personal, non-public use. You shall not reproduce, distribute, modify, create derivative works of, publicly display, publicly perform, republish, download, store or transmit any of our material, except for your personal, non-commercial use. You shall not access or use for any commercial purposes any part of Figo sites or services.
       
      If you print, copy, modify, download, or otherwise use or provide any other person with access to any part of Figo sites or services in breach of these Terms, your right to use Figo sites or services will cease immediately and you must, at our option, return or destroy any copies of the materials you have made. No right, title, or interest in or to our sites or any content on our sites is transferred to you, and all rights not expressly granted are reserved by Figo. Any use of our sites not expressly permitted by these is a breach of these Terms and may violate copyright, trademark, and other laws.
       
      The trademarks, service marks, slogans, logos, trade dress and other identifiers (“Marks”) displayed on Figo sites or services are the property of Figo, unless otherwise disclosed. You are prohibited from using any Marks for any purpose including use on other materials, in presentations, as domain names, or as metatags, without our written permission. 
       
      Except as expressly provided above, no Images or Content or any portion of Figo sites or services, Content or any copyright, trademark, trade name, service mark or any other proprietary information of Figo (collectively, the “Intellectual Property”) displayed on Figo sites or services or on any of the Content may be reproduced, altered, removed, transmitted, published or distributed, whether electronically, mechanically, by photocopy, recording or otherwise, without the prior written permission of Figo. Use of any Figo trademarks as metatags on any third-party site is strictly prohibited. You may not co-brand our site or display our site in frames (or any of the Content via in-line links) without prior written permission from Figo; “co-brand” means your display of any of the Intellectual Property, or your taking of other means of attribution or identification of Figo in such a manner reasonably likely to give a third party the impression that you or the third party has the right to display, publish or distribute our sites or any Content. You agree to cooperate with Figo in causing any unauthorized co-branding, framing or linking to immediately cease. You may not remove, modify or alter any copyright, trademark or patent notice from any product delivered by us. You agree not to undertake any action that will interfere with or diminish our right, title or interest in our Intellectual Property. 
       
      Certain software code incorporated into or distributed with our sites and services may be licensed by third parties under various “open-source” or “public-source” software licenses (collectively, the “Open Source Software”). Notwithstanding anything to the contrary in these Terms, the Open Source Software is not licensed under these Terms and instead is separately licensed pursuant to the terms and conditions of their respective open-source software licenses. You agree to comply with the terms and conditions of such open-source software license agreements.
       
       
      Please note the following requirement by one of our third party providers:
       
       
      Copyright (c) 2016 UNA, Inc. Permission is hereby granted, free of charge, to any person obtaining a copy of this software and associated documentation files (the "Software"), to deal in the Software without restriction, including without limitation the rights to use, copy, modify, merge, publish, distribute, sublicense, and/or sell copies of the Software, and to permit persons to whom the Software is furnished to do so, subject to the following conditions: The above copyright notice and this permission notice shall be included in all copies or substantial portions of the Software. THE SOFTWARE IS PROVIDED "AS IS", WITHOUT WARRANTY OF ANY KIND, EXPRESS OR IMPLIED, INCLUDING BUT NOT LIMITED TO THE WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE AND NONINFRINGEMENT. IN NO EVENT SHALL THE AUTHORS OR COPYRIGHT HOLDERS BE LIABLE FOR ANY CLAIM, DAMAGES OR OTHER LIABILITY, WHETHER IN AN ACTION OF CONTRACT, TORT OR OTHERWISE, ARISING FROM, OUT OF OR IN CONNECTION WITH THE SOFTWARE OR THE USE OR OTHER DEALINGS IN THE SOFTWARE.
       

      8. Linked Accounts

      You may link to our sites, provided you do so in a way that is fair, in compliance with all applicable laws, rules and regulations, and does not damage our reputation; provided that you must not establish a link in such a way as to suggest any form of association, approval or endorsement on our part without our express written consent.
       
      You may use the non-insurance features on our sites solely as they are provided by us, and solely with respect to the content they are displayed with. You may not link to our site with the intent to reference the insurance products without our prior knowledge or consent. Use of Figo insurance quoting tool or “Get A Quote” landing page(s) for commercial use or to create product quote comparison is prohibited with prior express written consent.
       
      You are prohibited from displaying the Markel Corporation logo or making reference to any affiliated insurance companies or services.
       
      We may disable all or any features on our sites and any links at any time without notice, in our sole discretion.
       
      Figo may, now or in the future, allow you to link your account(s) on our sites or services to your accounts on third party services, such as social networking sites (“Linked Accounts”). If you link your Account on our sites or services to a Linked Account, you are authorizing us to store and use your access credentials to access your Linked Account on your behalf as your agent to integrate your experience with our sites or services with content, information, and features available through such Linked Account. This may include importing the contacts, preferences, interests or “likes” of the Linked Account, and/or pushing updates regarding your use of our sites or services out to your Linked Accounts. Linking, accessing or using a third party service through our sites or services in this manner may be subject to additional terms established by the applicable third party, and it is your sole responsibility to comply with such third party terms.
       
      In addition, we may request permission to share your Images on Linked Accounts. For example, you may receive a notice from us such as “We love your photo! We would like to feature it on the Figo social channels and materials! Reply #YesFigoPets to agree.”
       
      If you reply #YesFigoPets, you are granting us and our affiliates, agents, representatives, successors and assigns a nonexclusive, royalty free, fully paid, perpetual, worldwide, irrevocable, transferable license, in addition to the license above, to reproduce, display, perform, distribute, create derivative works from, combine with other materials, alter, edit and otherwise use such Images in connection with the Linked Accounts and in any manner we determine, with no obligation to you whatsoever, including use in our emails, catalogs and social media.
       
      In addition, you grant us a license to use your profile information in connection with any use of the Images in accordance with these Terms and in accordance with our Privacy Policy.
       
      You agree to indemnify, defend and hold harmless Figo and its affiliates from and against any claims, demands, liabilities, losses, damages or expenses (including reasonable attorneys’ fees) related in any way to the use of your Content.
       
      You understand that we may refuse to accept or transmit your Content or Images for any reason and may remove your Content, Images or Personal Information from our sites or services for any reason. Use of any of your Content or Images does not imply our endorsement of or any affiliation with you. Figo and its affiliates shall not be responsible for any other parties' use of your Content or Images, even if such third party use originated with or is derived from our use.
       
      Figo reserves the right to amend or alter these Terms without advance notice by posting revised Terms. Accordingly, you should review the Terms each time you grant permission or authorization to feature your Content.
       

      9. Disclaimer of Warranties

      ALL INFORMATION AND OTHER MATERIALS PRESENT OR ACCESSIBLE ON OR THORUGH FIGO’S SITE OR SERVICES ARE PROVIDED “AS IS,” WITHOUT ANY WARRANTIES CONCERNING THE  NATURE OR ACCURACY, EITHER WHEN POSTED OR AS A RESULT OF THE PASSAGE OF TIME, AND WITHOUT ANY REPRESENTATIONS OR GUARANTEES.
       
      FIGO EXPRESSLY DISCLAIMS ALL WARRANTIES, EXPRESS OR IMPLIED, WITH RESPECT TO ITS SITES OR SERVICES, ANY CONTENT, IMAGES OR CONTENT SUPPLIED BY THIRD PARTIES, INCLUDING, BUT NOT LIMITED TO, IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT. FIGO DOES NOT WARRANT OR REPRESENT THAT THE FUNCTIONS OR OPERATIONS OF FIGO SITES OR SERVICES WILL BE UNINTERRUPTED OR ERROR-FREE, THAT DEFECTS WILL BE CORRECTED, OR THAT FIGO SITES OR SERVICES, ITS SERVERS OR ANY E-MAIL SENT FROM FIGO ARE FREE OF VIRUSES OR OTHER HARMFUL COMPONENTS.
       
      WITHOUT LIMITING THE ABOVE, FIGO DISCLAIMS ALL WARRANTIES, EXPRESS OR IMPLIED, INCLUDING WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, TITLE, NON-INFRINGEMENT, SECURITY OR ACCURACY WITH REGARD TO ANY WEB SITE OWNED BY A THIRD PARTY TO WHICH OR FROM WHICH OUR SITE IS LINKED (“LINKED WEB SITE”). FIGO DOES NOT ENDORSE AND IS NOT RESPONSIBLE FOR THE CAPABILITIES OR RELIABILITY OF ANY PRODUCT OR SERVICE OBTAINED FROM A LINKED WEB SITE.
       
      THE INFORMATION, PRODUCTS, SOFTWARE OR SERVICE DESCRIPTIONS PUBLISHED ON OUR SITE OR A LINKED WEB SITE MAY INCLUDE INACCURACIES OR TYPOGRAPHICAL ERRORS. THE COMPANY DISCLAIMS LIABILITY FOR SUCH ERRORS AND DOES NOT WARRANT OR REPRESENT THAT THE CONTENT ON OUR SITE OR A LINKED WEB SITE IS UPDATED OR COMPLETE. FIGO HAS NO OBLIGATION TO UPDATE ANY CONTENT ON OUR SITE AND MAY CHANGE OR IMPROVE OUR SITE AT ANY TIME WITHOUT NOTICE.
       
      WE DO NOT ENDORSE AND ARE NOT RESPONSIBLE FOR THE ACCURACY OR RELIABILITY OF ANY OPINION, ADVICE OR STATEMENT MADE THROUGH OUR SITES OR SERVICES BY ANY PARTY OTHER THAN US.
       

      10.  Limitation of Liabilities

      IN NO EVENT WILL FIGO, ITS RESPECTIVE SERVICE PROVIDERS, EMPLOYEES, AGENTS, OFFICERS AND DIRECTORS BE LIABLE TO YOU FOR ANY INCIDENTAL, SPECIAL, PUNITIVE, EXEMPLARY, OR CONSEQUENTIAL DAMAGES, INCLUDING ANY LOST PROFITS, COSTS OF PROCURING SUBSTITUTE SERVICES OR LOST OPPORTUNITY, EVEN IF YOU HAVE NOTIFIED US ABOUT THE POSSIBILITY OF SUCH DAMAGES, OR FOR ANY CLAIMS BY ANY THIRD PARTIES, ARISING OUT OF OR IN ANY WAY RELATED TO THE ACCESS, USE OR CONTENT OF OUR SITE OR A LINKED WEB SITE WHETHER SUCH CLAIMS ARE BROUGHT UNDER ANY THEORY OF LAW OR EQUITY.
       
      IN NO EVENT WILL OUR LIABILITY FOR ANY CLAIM OF ANY KIND, WHETHER BASED IN CONTRACT, WARRANTY, TORT, STRICT LIABILITY OR OTHERWISE, FOR ANY LOSSES OR DAMAGES ARISING OUT OF, CONNECTED WITH, OR RESULTING FROM, THESE TERMS OR THE PERFORMANCE OR BREACH THEREOF, OR ANY PRODUCT OR SERVICE OR THE USE OR PERFORMANCE THEREOF, EXCEED THE GREATER OF $100 AND THE AMOUNT PAID BY YOU TO FIGO FOR FIGO’S PRODUCTS OR SERVICES DURING THE SIX MONTH PERIOD IMMEDIATELY PRIOR TO THE OCCURRENCE OF THE CAUSE OF ACTION AT ISSUE.
       
      THIS LIMITATION ON LIABILITY INCLUDES TRANSMISSION OF VIRUSES THAT INFECTS YOUR EQUIPMENT, MECHANICAL OR ELECTRONIC EQUIPMENT FAILURE, FAILURE OF COMMUNICATION LINES, TELEPHONE OR OTHER INTERCONNECTS, UNAUTHORIZED ACCESS, THEFT, OPERATIONAL ERRORS, STRIKES OR OTHER LABOR PROBLEMS, OR ANY FORCE MAJEURE.
       

      11. Electronic Transmission and Signatures

      In order to access and use our sites or services, you agree to receive information related to such products and services delivered to you electronically. Such information may include quotes, policies and plans, updates, notifications, requested information, transaction receipts, documents requiring your signature, or any other documents (“Communications”). Your consent does not mean that Figo must provide the Communications electronically; Figo may, at its option, provide the Communications through non-electronic means in its sole discretion.
       
      You are responsible for informing Figo if you have changed your personal information, including your name, telephone number, mailing address, e-mail address, or other personal information. You may update your personal information through our sites or by contacting us at support@FigoPetInsurance.com or by calling 844-738-3446.
       
      If you wish to withdraw your consent to receive information electronically, you must notify us by contacting us at support@FigoPetInsurance.com or by calling 844-738-3446.
       
      As part of some Figo products or services, you may be given the option to sign certain Communications electronically by either checking the appropriate box or engaging in a similar online process as instructed online. You agree that by checking the appropriate box within or adjacent to the applicable Communication or engaging in a similar online electronic signature process, you are providing your electronic signature and agree to be bound by these Terms in such Communication just as if you had signed your name to a paper document.
       

      12. Payments and Refunds

      You can only pay for Figo products or services using a credit card, debit card, ACH direct debit transfer from a checking account or such other method of payment disclosed to you on the applicable checkout page. All payments must be made by the cardholder or account holder or the person making the payment must have the express consent and permission of the cardholder or account holder to use the card or other form of payment being used.
       
       
      The purchase of certain products and services offered on Figo sites or services may provide for the automatic renewal of such product or service upon expiration. If you agree to the automatic renewal of the product or service at the time of your purchase of such product or service, you consent and agree that Figo is authorized to automatically charge your credit card, debit card such other account provided by you at the time of renewal unless otherwise notified by you.
       
       
      All cancellations of your insurance policy must be made in writing. If you cancel your insurance policy during the first 30 days of your policy period, you will receive a full refund of the premium amount, provided that you have not submitted a claim. If you cancel your policy after the first 30 day period or have submitted a claim, your policy will be cancelled effective the date of your written request, and you will be refunded a pro-rata amount of your paid premium. Note: The 30-day Free Look period is not available in State of Pennsylvania.​ Any policy issued to a resident of the State of Florida that is cancelled after the first 30 days or after a claim has been submitted will receive a pro-rata refund less 10% of the remaining annual premium as of the date of cancellation. 
       

      13. Underwriter Information

       
      Our insurance products are underwritten by:
      Markel American Insurance Company – A Stock Company
      4521 Highwoods Parkway
      Glen Allen, Virginia, 23060
      262-548-9880
       

      14. Jurisdictions in which Figo is Licensed

      Figo is authorized to operate in each of the following jurisdictions and possesses the department of insurance license numbers provided below:
       
       
      State License Number
      AK 100106130
      AL 0706628
      AR 443741
      AZ 1078918
      CA 0K02763
      CO 451692
      CT 2460607
      DC 3060722
      DE 1354697
      FL L091577
      GA 178688
      HI 413376
      IA 16109008
      ID 488828
      IL 100629614
      IN 957470
      KS 461506892-000
      KY 842418
      LA 621331
      MA 1973848
      MD 2141352
      ME AGN233534
      MI 0103981
      MN 40385641
      MO 8321114
      MS 15024034
      MT 100123623
      NC 1000390178
      ND 2000130469
      NE 100216695
      NH 2293125
      NJ 1550630
      NM 100012165
      NV 963100
      NY PC-1362903
      OH 1028212
      OK 100191435
      OR 100240443
      PA 703080
      RI 2282446
      SC 200166
      SD 10017414
      TN 2274427
      TX 1960094
      UT 488250
      VA 136304
      VT 949538
      WA 860830
      WI 2635329
      WV 100176778
      WY 265014

       

      15. Other Important Terms

      These Terms and any document expressly referred to in these Terms constitute the entire agreement between you and us and supersede and extinguish all previous agreements, promises, assurances, warranties, representations and understandings between us, whether written or oral, relating to its subject matter.
       
      We may revise these Terms from time to time in our sole discretion. Every time you purchase a product or service from us, the Terms in force at that time will apply to your order. We may transfer our rights and obligations under these Terms to another organization, but this will not affect your rights or our obligations under these Terms.
       
      We reserve the right at any time in our sole discretion to: modify, suspend or discontinue our sites or any service, content, feature or product offered through our sites, with or without notice; charge fees in connection with the use of our sites or services; modify or waive any fees charged in connection with our sites or services; or offer opportunities to some or all users of our sites or services. You agree that we shall not be liable to you or to any third party for any modification, suspension or discontinuance of our sites or services, including content, features or products offered through our sites or services.
       
      Each of the paragraphs of these Terms operates separately. If any court or relevant authority decides that any of them are unlawful or unenforceable, the remaining paragraphs will remain in full force and effect.
       
      If we fail to insist that you perform any of your obligations under these Terms, or if we do not enforce our rights against you, or if we delay in doing so, that will not mean that we have waived our rights against you and will not mean that you do not have to comply with those obligations. If we do waive a default by you, we will only do so in writing, and that will not mean that we will automatically waive any later default by you.
       
      We may terminate these Terms at any time without notice, and accordingly may deny you access to our sites or services, if in our sole judgment you fail to comply with any term or provision of these Terms. The obligations and liabilities of the parties incurred prior to the termination date shall survive the termination of these Terms for all purposes.
       
      © 2018 Figo Pet Insurance, LLC All rights reserved.
       
    • Terms and Conditions upon Checkout

      I have read, and Figo has advised me to carefully read, the terms and conditions of the pet insurance policy that I am applying for, which have been made available to me.  I have also read Figo’s Privacy Policy, Terms of Use, Insurance Fraud Warnings and Fair Credit Disclosure. I am over the age of 18 and I consent to the release of any information that I have submitted to FIGO, including any information that is of a personal and confidential nature, in connection with insurance products or services for my pet(s).

      The information that I have provided throughout this application is, to the best of my knowledge, true, correct and complete. The health condition of my pet(s) is as stated and, as such, is the basis for my policy. I have been made aware of the various coverages and options available, and limitations of coverage. I have selected the coverages and limits that I desire or that are required. 

      My application for pet insurance will be submitted electronically and the policy documents related to my pet insurance, including any notices and updates thereto (collectively, the “Policy Documents”), will be made available to me electronically.  FIGO is authorized to send, and I agree to accept delivery of, all Policy Documents electronically; accordingly, I understand that I will not be receiving copies of the Policy Documents by standard mail unless required by the department of insurance of the state in which I reside.  If I decide that I no longer wish to receive the Policy Documents electronically, I shall contact FIGO at support@FigoPetInsurance.com to request that the Policy Documents be sent to me by non-electronic delivery.  

      It is my responsibility to provide FIGO with a valid and current email address and to check that email address regularly for important Policy Documents from FIGO.

      I have read, and FIGO has advised me to carefully read, the terms and conditions of the pet insurance policy that I am applying for, which have been made available to me. I have also read FIGO’s Privacy Policy and FIGO’s Terms of Use and Underwriter and Licensing Information.

      FIGO is authorized to charge my credit card or debit card or debit directly my checking account for payments as specified by my chosen payment plan. I understand that my policy will automatically renew at expiration unless I notify FIGO otherwise. FIGO is authorized to automatically charge my credit card or debit card, or debit directly my checking account, as applicable, at the time of renewal unless I notify FIGO otherwise.

      I understand that any non-disclosure or misrepresentation, or non-payment of premium may render this policy or renewal of this policy null and void or result in cancellation. 

      Updated: March 2015
      ©Figo Pet Insurance LLC. All rights reserved



    • Privacy Policy

      FIGO PET INSURANCE, LLC PRIVACY POLICY
      Last modified: September 2018
       
      This Privacy Policy outlines what types of information are collected from our policy holders, users, visitors, and customers (“you”, “your” or “User”), to whom it may be disclosed, and how that information may be used by Figo Pet Insurance, LLC (“Figo”, “we”, “our” or “us”), as each of the foregoing relates to your use of our Sites or Services.  Please see Section 2 below for definitions of certain important terms used in this Privacy Policy.
       
      By using the Sites or Services, you agree that you have read, understood, and consented to this Privacy Policy, our Terms of Use, all amendments, addenda, and licenses to each of the Privacy Policy and the Terms of Use (collectively, the “Agreement”). By using our Sites or Services, you consent to Figo’s use of your information and data as described in the Agreement. If you do not agree to the terms of this Privacy Policy, do not use the Sites or Services.
       
      We reserve the right to modify or change these Terms after providing notice to you. The form of such notice is at our discretion. For more information, please see Section 17 below.
       
      The official language used by Figo is English; in the event of a conflict between the English language version of this document and any version translated into any other language, the English language version shall prevail.
       
      Figo understands the importance of your privacy and the information that you may supply to us when using our website.  Figo strives to protect your information and keep it secure.
       
      Figo undertakes electronic, physical, and procedural security measures to protect the Personal Data of its customers and visitors as well as that of veterinarians and other vendors.
       
      SSL Certificates. Figo’s sites currently undergo daily website security tests through Symantec Corporation’s website security solutions program, an identity and authentication security service. 
       

      1. Scope of this Privacy Policy.
      Figo provides insurance and technology products and services for the pet industry. This Privacy Policy describes the security measures we apply to the use of all Sites or Services by you. This Privacy Policy applies to all Figo Sites or Services and provides important information regarding the use and disclosure of information collected by Figo. If you do not agree to the terms of this Privacy Policy, you must not use Figo Sites or Services.
       
      At Figo, we value your relationship and we believe strongly in protecting your privacy. Please read this Privacy Policy carefully to learn more about the ways in which we use and protect your Personal Data. This Privacy Policy outlines what types of non-public information is collected, to whom it may be disclosed, and how that information may be used. 
       
      1. Definitions
      Account” is defined in our Terms of Use and means the account established by you in order to obtain certain benefits of our Sites or Services.
      “Affiliates” means companies that, either directly or indirectly, we control, are controlled by, or that are owned or controlled by the same entity that controls us.
      Agreement” means this Privacy Policy, our Terms of Use, all amendments, addenda, and licenses to each of the Privacy Policy and the Terms of Use.
      Authorization” means the set of rights and privileges on the Sites or Services assigned to a User by Figo.
      Content” means all information and other materials present on the Sites, including Figo’s products and services, text, images, photos, opinions rumors, advice, charts, financial information, ratings, reviews, or similar information.
      Controller” means a person or entity who, either alone or jointly, determines the purposes and means of the processing of Personal Data, controls the data, and is responsible for it, and does so with respect to persons (Data Subjects) who are physically located in the European Union.
      Cookies” means small files that are placed on your hard drive for identification purposes. These files are used for site registration and customization the next time you visit us.
      Credit Card Information” means certain credit card information, including your card number, CVV number, expiration date, phone number, name, billing address, and email address.
      Data Subject” means an identified or identifiable natural person.
      Debit Card Information” means certain debit card information, including your card number, CVV number, expiration date, phone number, name, billing address, and email address.
      EU” means the European Union.
      Figo” (“we”, “our” or “us”) means Figo Pet Insurance, LLC, an Illinois limited liability company.
      Sites or Services” means all Figo domains, websites, software, applications, online services, and products.
      GDPR” means the General Data Protection Regulation, adopted as Regulation (EU) 2016/679 of the European Parliament on April 14, 2016. The GDPR is effective as of May 25, 2018.
      Images or Content” are defined in our Terms of Use.
      Log Data” means information that your browser sends whenever you visit a website; this information is automatically recorded by our servers.
      Personal Data” means any information relating to an identified or identifiable natural person.
      Privacy Officer” means the individual at Figo who is responsible for implementation of this Privacy Policy.
      Sensitive Data” means data that reveals racial or ethnic origin, political opinions, religious or philosophical beliefs, or trade union membership, data that concerns health, or data that concerns a natural person’s sex life or sexual orientation.
      Sites or Services” means all Figo domains, websites, software, applications, online services, and products.
      Terms” means Figo’s Terms of Use.
      Third Party Services” means applications, products, services, or websites that are not under the control of or maintained by Figo.
      User” means a natural person granted Authorization to use the Figo Sites or Services on behalf of such individual.
      User Submission” means any comment, personal information, or indication of interest, including ideas, suggestions, opinions, comments, observations, or other material, posted to any public form on our Sites or Services, including any publication, article, social network page, blog, chat room, or other such forum.
      You” and “Your” means our policy holders, users, visitors, and customers.
       
      1. Collection of Personal Data
      Figo may require you to register on Figo Sites or Services and we may collect Personal Data from you to provide or service our insurance products, our services and products on the Figo Pet Cloud, and to complete various other transactions.  Registration is required if you wish to maintain an Account with Figo and to obtain the benefits of the Figo Pet Cloud.
       
      The Personal Data we may collect from you in the process of creating and maintaining an Account may include:
      • Your name, postal address, email address, and telephone number
      • Policy coverage, claim history, premiums, and payment history
      • Information from a veterinary medical provider concerning your pet’s medical records
       
      We will collect such Personal Data from you in the following ways:
      • electronically
      • in person
      • via telephone
      • over the Internet
      • via forms you submit to us such as applications, claims, and policy updates
       
      Figo Sites or Services may provide links to Third Party Services for your convenience and information. If you access those Third Party Services, you will leave the Figo site. Figo does not control those Third Party Services or their privacy practices, which may differ from Figo’s practices. We do not endorse or make any representations about Third Party Services. The Personal Data you choose to provide to, or that is collected by, those Third Party Services is not covered by the Agreement. We cannot control the activities of third parties, and we have no responsibility for any use of your Personal Data by such third parties. Any information you choose to provide to Third Party Services will be governed by the policies of Third Party Services. 
       
      If you post a User Submission, Images or Content to any public forum on the Figo Sites or Services, including any social network page, blog, or other such forum, please be aware that any Personal Data disclosed in your User Submission, Images or Content can be read, viewed, collected, or used by other users of these forums, and could be used to contact you, send you unsolicited messages, or for purposes that neither you nor Figo control. Figo is not responsible for the Personal Data contained in your User Submission, Images or Content. 
       
      1. Legal basis for collecting your Personal Data
      Your consent to our Terms of Use and this Privacy Policy constitutes the legal basis upon which we may collect your Personal Data.
       
       
      1. Purposes for which we collect Personal Data
      Figo uses the information we collect for the following purposes:
      • Provide our Services. To provide the services we offer on our Sites or Services, to communicate with you about your use of our Sites or Services, to respond to your inquiries, to provide troubleshooting, and for other customer services designed to make your experience better.
      • Personalization. To tailor the content and information that we may send or display to you, to suggest personalized help and instructions, and to otherwise personalize your experience while visiting or using our Sites or Services.
      • Advertising. To display interest-based advertising to you, to improve our advertising and measurement systems so that we can show you more relevant ads, and to measure the effectiveness and reach of ads and services.
      • Marketing and Promotions. For marketing and promotional purposes, such as to send you news and updates, special offers, and promotions, or other otherwise contact you about products, services, or information we think may interest you, including information about third party products and services.
      • Analytics. To gather metrics to better understand how users access and use the Sites or Services; to evaluate and improve the Sites or Services; and to develop new products and services.
      • Comply with the Law. To comply with legal obligations, as part of our general business operations, and for other business administration purposes.
      • Prevent Misuse. Where we believe it is necessary to investigate, prevent, or take action regarding illegal activities, suspected fraud, situations involving potential threats to the safety of any person, or violations of our Terms of Use or this Privacy Policy.
       
      1. How we use and share your information
      The information Figo collects to understand your needs and interests helps Figo deliver a consistent and personalized experience. For example, Figo may use your Personal Data to:
      • assist you in completing a transaction or order
      • supply you with relevant research on pet health
      • administer your policy
      • process your claims
      • underwrite insurance policies
      • communicate with you about products and services
      • provide and improve service and support
      • update you on new services and benefits
      • develop new products and services
      • provide personalized promotional offers
      • select content to be communicated to you
      • measure performance of marketing initiatives, ads, and websites “powered by” another company on Figo’s behalf
      • aggregate certain types of information to better understand or provide better engagement with our customers
      • prevent and detect security threats, fraud or other malicious activity.
       
      We may also use your Personal Data for:
      • the general administration of your records by us
      • the general maintenance of our database and records
      • training our employees in connection with providing our service to you.

      We may share your Personal Data with our Affiliates or with third parties that provide services to us and that agree to keep such Personal Data confidential. We only disclose your Personal Data with your consent or as may be required by law. Where such disclosure is required by law, we may disclose certain of your Personal Data without your prior consent. We may collect and aggregate general information about you and your pets and use that information for limited commercial purposes; however, we will not sell information that could be used by a third party to identify you individually, whether by name, address, or other similarly private information. For example, we may collect and aggregate broadly measurable demographic information such as the breed of your pets and your city of residence. In order for us to obtain or to service the insurance products that you ask for from us, we may need to disclose your Personal Data to our Affiliates and to unaffiliated companies but will only do so with your prior affirmative and unequivocal consent, and we will share the only the amount of Personal Data as is necessary to provide a particular service or product.
       
      We may disclose Personal Data to the following:
      • Veterinary facilities or providers, to verify coverage and benefits
      • Financial companies, such as life, automobile, and property insurers, and insurance agents or brokers
      • A group policyholder for purposes of billing and collecting premiums, or reporting claims experience
      • Service providers that perform insurance or business functions for us, including our insurance carrier and our actuarial consultants
      • Service providers, including veterinary services providers, who help process or service your account or respond to your queries.
       
      We may share Personal Data with entities or organizations that collect insurance data about claim history, and amounts paid. Such entities or organizations may retain that information and disclose it to other insurance companies and others legally entitled to see such data.
       
      Figo may post customer news, events, or testimonials on Figo Sites.  The Figo Pet Cloud contains Images and Content supplied by Users with Accounts.  Such information is only posted with the express permission of the individual or company who provided that information, which consent may be granted in the process of registering to obtain an Account. Figo may, from time to time, take photographs and videos of events at Figo locations or Figo-sponsored events. Figo may post such photographs and videos on Figo sites, including FIGO’s social network pages (e.g., Facebook, Instagram, Pinterest, Twitter, YouTube, and LinkedIn). Figo will use its reasonable efforts to remove any posted photo or video upon written notice from you requesting such removal. All such requests should be submitted to privacy@FigoPetInsurance.com or you may write to us at the address listed in Section 17 below.

      We may also disclose Personal Data under the following circumstances:
      • to respond to duly authorized information requests from police and governmental authorities
      • to comply with any law, regulation, subpoena, or court order
      • to investigate and help prevent security threats, fraud, or other malicious activity
      • to enforce and protect the rights and properties of Figo or its Affiliates
      • to protect the rights or personal safety of Figo employees and third parties on or using Figo property.
       
      In the event of a merger, consolidation, or sale or transfer of all or substantially all of the assets of Figo or its Affiliates, Personal Data from our customers and stored in our customer database will be transferred to the purchasing or new entity. However, the use of this information by any purchasing or surviving entity would be governed by the terms of this Privacy Policy, as amended from time to time, including any amendment after such transaction.
       
      Credit Card Information, Debit Card Information and other payment method information is used only for payment processing and fraud prevention. Credit Card Information, Debit Card Information, and other Personal Data required to process a credit transaction is not used for any other purpose by Figo and will not be kept longer than necessary for providing the services. We do not store Credit Card Information, Debit Card Information, or other payment method information. Credit card payments, debit card payments and ACH direct debit payments are processed through our third-party vendor. Information about such vendors may be found by contacting privacy@FigoPetInsurance.com.
       
      Your information may be transferred to and maintained on computers and servers located outside of your state, province, country, or other governmental jurisdiction where the privacy laws may not be as protective as those in your jurisdiction. If you are located outside the United States and choose to provide information to us, Figo transfers Personal Data to the United States and processes it there. Your consent to this Privacy Policy followed by your submission of such information represents your agreement to that transfer.
       
      User Data from our Users who reside in the European Union is processed in the United States. Figo shall process such User Data in accordance with the requirements of the GDPR. 
      California Privacy Rights
       
      Pursuant to Section 1798.83 of the California Civil Code, residents of the State of California have the right to request from a business, with whom the State of California resident has an established business relationship, certain information with respect to the types of Personal Data the business shares with third parties for direct marketing purposes by such third party and the identities of the third parties with whom the business has shared such information during the immediately preceding calendar year.
       
      To request a copy of the information disclosure provided by us pursuant to Section 1798.83 of the California Civil Code, please contact privacy@FigoPetInsurance.com.
       
      European Union General Data Protection Regulation 2016/679
      European Union General Data Protection Regulation EU 2016/679 (“GDPR”), approved by the European Parliament on April 14, 2016, and effective May 25, 2018, addresses the protection of natural persons located in the EU with respect to the processing of their Personal Data.
       
      GDPR recognizes that Personal Data shall be:
      • processed lawfully, fairly and in a transparent manner
      • collected for specified, explicit and legitimate purposes and not further processed in a manner that is incompatible with those purposes
      • adequate, relevant and limited to what is necessary in relation to the purposes for which it is processed
      • accurate and, where necessary, kept up to date
      • kept in a form which permits identification of Data Subjects for no longer than is necessary for the purposes for which the personal data are processed
      • processed in a manner that ensures appropriate security of the personal data, including protection against unauthorized or unlawful processing and against accidental loss, destruction or damage, using appropriate technical or organizational measures
       
      As a Controller, Figo shall be responsible for, and shall be able to demonstrate compliance with, the foregoing principles. Therefore, you have the right:
      • to request the correction or update of any Personal Data that is incorrect or incomplete
      • to request the erasure of your Personal Data (the right to be forgotten)
      • to portability of your Personal Data
      • to object to the processing of your Personal Data
      • not to be subject to a decision based on automated decision-making, including  profiling
      • to withdraw consent to the processing of your Personal Data
      • to register a complaint with a supervisory authority (if you are located in the EU)
       
      Unless otherwise prohibited by law, Figo will effect any such request without delay.
      Under the GDPR, you have the right to be forgotten. If you reside in an EU territory, you may request the deletion of your personal data that we collect, store, or process. When you make your request, we will balance the privacy rights of the individual concerned with the interest of the general public in having access to the information, as well as the right of others to distribute the information. For instance, we may refuse to delete information regarding financial scams or other unlawful activities. In the event Figo receives a request for erasure, or a request to be forgotten, Figo has the obligation to erase the personal data without undue delay (and no longer than 30 days after the request is received), where one of the following grounds applies:
      • The Personal Data is no longer necessary for the purpose for which it was originally collected or processed.
      • You withdraw your consent to the collection processing of your Personal Data.
      • You object to the processing and there is no overriding legitimate interest for continued collection or processing of your personal data.
      • You believe that your Personal Data was unlawfully processed or collected (i.e., in breach of the GDPR).
      • Your Personal Data must be erased in order to comply with an EU or an EU Member State law to which we are subject.
      • Such Personal Data was processed in relation to the offer of information society services to a child.
       
      If you would like to submit a request for erasure (request to be forgotten), please use the form linked here.
       
      1. Where the processing of Personal Data takes place
      The processing of Personal Data takes place in the United States of America.
       
      1. Figo as Data Controller for purposes of GDPR
      Pursuant to the terms of the GDPR, where Figo, either alone or jointly, determines the purposes and means of the processing of Personal Data, controls the data, and is responsible for it, and does so with respect to Data Subjects who are physically located in the European Union, Figo is a Controller. As a Controller, Figo is bound by the provisions of the GDPR and agrees to comply with those provisions when in possession of such Personal Data. If you have any questions or comments or seek any additional information on Figo, please email us at privacy@FigoPetInsurance.com. You may also call us at +1 844-738-3446 or write to us at:
       
      Designated Agent
      Figo Pet Insurance LLC
      540 N. Dearborn Street
      Post Office Box No. 10873
      Chicago, Illinois USA 60610
       
      1. Contact Information for Figo’s Privacy Officer
      Figo’s Privacy Officer can be contacted by mail at the following address
      Privacy Officer
      Figo Pet Insurance LLC
      540 N. Dearborn Street
      Post Office Box No. 10873
      Chicago, Illinois USA 60610
       
      You may contact our Privacy Officer at any time with questions or requests regarding your Personal Data at privacy@FigoPetInsurance.com. You may also call us at +1 844-738-3446 write to us at the above address.
       
      1. Access to and accuracy of your information
      Figo strives to keep your Personal Data accurately recorded. You have the right to access and request the correction, amendment, or deletion of all of your recorded Personal Data that has been collected by us. If you wish to review your recorded Personal Data, please contact us at:
      Figo Pet Insurance LLC
      Attn: Compliance Department
      Email: privacy@FigoPetInsurance.com
      U.S. Mail:  540 N. Dearborn Street
      Post Office Box No. 10873
      Chicago, Illinois USA 60610
       
      If you write to us, please include your name, address, telephone number, and policy number and let us know what kind of information you want to see. You may see and copy your information in person or, if you prefer, we will copy and send you your information. If you see any mistakes, let us know and we will review it. If we agree, we will correct our files. If we disagree, you may file a short statement of dispute with us. Your statement will be included with any data we disclose in the future. We will also send the statement to anyone you ask us to who received your information from us in the past two years.
       
      1. Keeping your personal data secure
      Figo takes the trust you place in us seriously. To prevent unauthorized access or disclosure, to maintain data accuracy, and to ensure the appropriate use of the information, Figo utilizes generally accepted industry standards to protect your Personal Data submitted to Figo. All of our employees and sub-contractors with access to Personal Data or who are associated with the processing of Personal Data are contractually obligated to respect the confidentiality of such Personal Data. No method of transmission over the internet, or method of electronic storage is 100% secure; therefore, we cannot guarantee the absolute security of your Personal Data. 
       
      1. Children's privacy
      Figo does not knowingly collect information from children under the age of 13, solicit information from children, or market products to children. Figo Sites or Services are not intended for use by children and we do not target our websites to children under the age of 16.  Account holders must by over the age of 18. 
       
      1. Sensitive data
      We do not intentionally collect, process, transfer, or store Sensitive Data. 
       
      1. Use of cookies
      Figo Sites or Services use standard Internet technologies such as “cookies” and “web beacons” in order to retrace your interaction with our sites and services. “Cookies” are small files that are placed on your hard drive for identification purposes. These files are used for site registration and customization the next time you visit us. You should note that cookies cannot read data off of your hard drive and they cannot be used to identify you personally. Your web browser may allow you to be notified when you are receiving a cookie, giving you the choice to accept it or not. You have the ability to prevent cookies from being saved on your computer by making the appropriate adjustments in your browser options. By not accepting cookies, some pages may not fully function and you may not be able to access certain information on this site.
       
      Cookies help us to understand your website usage, so we can continually improve its usability. For example, we may use cookies to personalize your experience on our website, if you have accepted this option (e.g., to remember your customer ID on a login page). We may also use cookies to offer you other insurance and financial services products that may suit your needs. During the period you are logged into our site, we log IP addresses (a number assigned to your computer when you use the Internet), browser and platform types, domain name, access times, referral data (the last site or URL you visited before logging into our site and the first site or URL you visit after leaving our site), and your activity while using our site.
       
      There are two types of cookies you may encounter when using Figo Sites or Services. First Party Cookies are our own cookies controlled by us and used to provide information about usage of our site. Third party cookies are set by third party sites. Figo does not have control over third party cookies. One of the third party cookies we use is the web analysis tool, “Google Analytics”. Google Analytics is a popular web analytics service provided by Google to help us analyze how users use Figo Sites or Services. Find out more about how these cookies are used on Google’s privacy site.
       
      1. Acceptance of and modifications to this Privacy Policy
      You must affirm that you have read, understand, and accept the terms of this Privacy Policy. If you do not accept the terms of this Privacy Policy, you must discontinue your use of the Sites or Services.
       
      The terms of the Privacy Policy may change from time to time. If we modify our Privacy Policy, we will notify you and post the revised statement here, with an updated revision date. You must affirm that you have read, understand, and accept the revised terms of this Privacy Policy. If you do not accept the revised terms of this Privacy Policy, you must discontinue your use of the Sites and Services.
       
      1. Conflicts
      This website was designed to provide you with helpful information about our products. Information presented throughout the website is subject to policy terms, conditions and limitations. In the event that there is any discrepancy between any information on this website and an actual insurance policy, the terms, conditions and limitations of the insurance policy will govern.
      Nothing on this website is intended or should be construed as a solicitation or offer to sell insurance products in any jurisdiction in which we are not properly licensed.
       
      1. Contacting us

      We value your opinions. If you have comments or questions about our Privacy Policy, please send them to privacy@FigoPetInsurance.com
       
      You may also contact us at 540 N. Dearborn Street, No. 10873, Chicago, Illinois USA 60610 or call us at +1 844-738-3446.
       
      ©2018 Figo Pet Insurance, LLC. All Rights Reserved.
       
      Last Updated September 2018

    • Licensing

      FIGO is authorized to operate in each of the following jurisdictions and possesses the department of insurance license numbers provided below:
       
      State License Number
      AK 100106130
      AL 0706628
      AR 443741
      AZ 1078918
      CA 0K02763
      CO 451692
      CT 2460607
      DC 3060722
      DE 1354697
      FL L091577
      GA 178688
      HI 413376
      IA 16109008
      ID 488828
      IL 100629614
      IN 957470
      KS 461506892-000
      KY 842418
      LA 621331
      MA 1973848
      MD 2141352
      ME AGN233534
      MI 0103981
      MN 40385641
      MO 8321114
      MS 15024034
      MT 100123623
      NC 1000390178
      ND 2000130469
      NE 100216695
      NH 2293125
      NJ 1550630
      NM 100012165
      NV 963100
      NY PC-1362903
      OH 1028212
      OK 100191435
      OR 100240443
      PA 703080
      RI 2282446
      SC 200166
      SD 10017414
      TN 2274427
      TX 1960094
      UT 488250
      VA 136304
      VT 949538
      WA 860830
      WI 2635329
      WV 100176778
      WY 265014
    • Fair Credit Disclosure

      This notice is given in compliance with the Federal Fair Credit Reporting Act (Public Law 91-508) and the Consumer Credit Reform Act of 1996. I understand that as a part of the Company’s underwriting procedure, a routine inquiry may be made which will provide applicable information concerning character, general reputation, personal characteristics, mode of living and driving record. Upon written request, additional information as to the scope of the report, if one is made, will be provided.
    • Insurance Fraud Warnings

      In all states other than those listed below: It is a crime to knowingly provide false, incomplete or misleading information to an insurance company for the purpose of defrauding the company. Penalties include imprisonment, fines, and denial of insurance benefits. Your state may have specific warnings against filing false claim information.

      Arkansas, Louisiana, Rhode Island and West Virginia: Any person who knowingly presents a false or fraudulent claim for payment of a loss or benefit or knowingly presents false information in an application for insurance is guilty of a crime and may be subject to fines and confinement in prison.

      Colorado: It is unlawful to knowingly provide false, incomplete, or misleading facts or information to an insurance company for the purpose of defrauding or attempting to defraud the company. Penalties may include imprisonment, fines, denial of insurance and civil damages. Any insurance company or agent of an insurance company who knowingly provides false, incomplete, or misleading facts or information to a policyholder or claimant for the purpose of defrauding or attempting to defraud the policyholder or claimant with regard to a settlement or award payable from insurance proceeds shall be reported to the Colorado Division of Insurance within the Department of Regulatory Agencies.

      District of Columbia: WARNING: It is a crime to provide false or misleading information to an insurer for the purpose of defrauding the insurer or any other person. Penalties include imprisonment and/or fines. In addition, an insurer may deny insurance benefits if false information materially related to a claim was provided by the applicant.

      Kansas: Any person who, knowingly and with intent to defraud, presents, causes to be presented or prepares with knowledge or belief that it will be presented to or by an insurer, purported insurer, broker or any agent thereof, any written statement as part of, or in support of, an application for the issuance of, or the rating of an insurance policy for personal or commercial insurance, or a claim for payment or other benefit pursuant to an insurance policy for commercial or personal insurance which such person knows to contain materially false information concerning any fact material thereto; or conceals, for the purpose of misleading, information concerning any fact material thereto commits a fraudulent insurance act.

      Kentucky: Any person who knowingly and with intent to defraud any insurance company or other person files an application for insurance containing any materially false information or conceals, for the purpose of misleading, information concerning any fact material thereto commits a fraudulent insurance act, which is a crime.

      Maine, Tennessee, Virginia and Washington: It is a crime to knowingly provide false, incomplete or misleading information to an insurance company for the purpose of defrauding the company. Penalties may include imprisonment, fines or denial of insurance benefits.

      Maryland: Any person who knowingly or willfully presents a false or fraudulent claim for payment of a loss or benefit or who knowingly and willfully presents false information in an application for insurance is guilty of a crime and may be subject to fines and confinement in prison.

      New Jersey: Any person who includes any false or misleading information on an application for an insurance policy is subject to criminal and civil penalties.


      Oregon: Any person who knowingly and willfully presents a false or fraudulent claim for payment of a loss or benefit or who knowingly and willfully presents false information in an application for insurance may be guilty of a crime and may be subject to fines and confinement in prison.