Cancellation Figo: Step-by-Step Guide

What is Figo

Service overview

Figo is a pet insurance provider offering customizable plans to help cover veterinary expenses for dogs and cats. It is subscription-based and includes options such as accident & illness coverage and optional wellness add-ons.

How Figo works

Policyholders choose a level of coverage and deductible, pay recurring premiums, and submit claims for eligible veterinary expenses. Reimbursement is made according to the chosen plan and policy terms.

How to cancel Figo

Required cancellation method

• Cancellation must be requested in writing by email to [email protected].
• Phone calls or cancellation through online chat/portal are not accepted unless the insurer confirms an email request.

Step-by-step cancellation process

• Compose an email from the account holder's email address stating your intent to cancel.
• Include your full name, policy number, pet name(s), and the date you want the policy to end.
• Request confirmation of the cancellation and any refund calculation if applicable.
• Keep the sent email and any reply as proof of cancellation.

What happens when you cancel

Policy access and coverage end

Coverage ends on the cancellation effective date specified or on the date stated by the insurer in their confirmation. After the effective date, new claims are generally not eligible for reimbursement.

Renewal and future billing

Cancelling stops further premium billing once the insurer processes the request. If you have an upcoming automatic renewal, confirm by email that renewal has been cancelled.

Data and records

The insurer will retain policy and claims information according to their data retention policy and applicable law. Request a copy of your records if you need them for future reference.

Will I get a refund?

Standard refund policy

Figo typically offers a full refund if you cancel within a 30-day period and no claims have been made during that period.

Pro‑rata refunds and exceptions

• After the initial 30 days, refunds are normally calculated on a pro‑rata basis for unused coverage, minus any applicable fees.
• If any claims were paid during the policy period, refunds may be reduced or denied according to policy terms.
• Non-refundable administrative fees may apply in some cases; always request the insurer’s refund calculation in writing.

Figo plans and pricing

Pricing availability

Public, verified pricing for Figo plans varies by pet, age, location, and chosen coverage level.

Contact for exact pricing

Because pricing is personalised, contact Figo directly for a quote. Below is a simple table to prompt enquiry.

Your consumer rights in South Africa

General protections

South African consumers have rights to fair, honest and transparent insurance practices. This includes clear disclosure of terms, premiums, and cancellation procedures.

Complaint and regulatory options

If you have a dispute you cannot resolve with the insurer, you may escalate to relevant bodies such as the Financial Sector Conduct Authority (FSCA) or the applicable Insurance Ombud service.

Cooling-off and distance selling

Certain consumer protection laws provide for cancellation or cooling-off rights in distance or direct-marketing transactions. Check your policy documents and seek local advice if you believe these apply.

Customer experiences

Positive reports

Many customers report straightforward claims handling and helpful customer service when submitting clear documentation.

Common complaints

Some policyholders mention delays in processing refunds or questions about coverage limits and exclusions. Clear communication and keeping records of all emails helps resolve issues faster.

Balanced takeaway

Overall experiences vary by claim complexity and individual expectations. Read policy terms carefully and maintain documentation to support any claim or refund request.

Documentation checklist

Essential items to include

• Policy number and policyholder full name.
• Pet name(s), species and breed where relevant.
• Reason for cancellation and desired cancellation effective date.
• Bank details for any refund and proof of identity (if requested).

Supporting documents for claims/refund

• Copies of veterinary invoices and receipts (if relevant).
• Claim reference numbers for any paid claims.
• Copies of prior correspondence with the insurer.

Common mistakes

Not using the required cancellation channel

A frequent error is calling customer service or using chat and assuming the policy is cancelled. Figo requires a written email to [email protected]. Always send the email and keep a copy.

Failing to confirm effective date

Some policyholders assume cancellation is immediate. Without written confirmation, billing or coverage might continue. Request and retain the insurer’s confirmation email.

Omitting necessary details

Leaving out the policy number or account holder name can delay processing. Include full identifying details and a clear request to avoid back-and-forth delays.

Comparative recap

Quick comparison overview

The table below highlights common features to consider when comparing Figo with typical pet insurers in market choices.

How to use this table

Use it as a starting point to compare coverage, claims process, and price transparency. Request written policy terms before deciding.

After cancelling

Immediate tasks

• Confirm cancellation receipt and keep copies of all communications.
• Check bank statements to confirm premium billing has stopped.

Next steps for your pet

• Consider alternative insurance or a savings plan for future veterinary costs.
• Inform your veterinarian about change in insurance status to avoid unexpected direct-billing issues.

Where to get help

If you need assistance with disputes, contact South African regulatory or ombud services for financial services and insurance complaints. Seek independent advice if unsure about your rights.

Address

Company mailing address

Figo

Box No. 10873, 540 N Dearborn Street, Chicago, IL 60610, United States

Cancellation email (required)

Please send written cancellation requests to: [email protected]