How to end your Figo Pet Insurance subscription in the UK

About Figo Pet Insurance

Figo Pet Insurance is a comprehensive pet insurance provider that operates in the UK market, offering coverage for dogs and cats against unexpected veterinary costs. Originally founded in the United States in 2012, Figo has expanded its services internationally, bringing its technology-driven approach to pet insurance across the pond. The company positions itself as a modern, digital-first insurance provider that combines traditional coverage with innovative features like their Pet Cloud app, which allows pet owners to manage their policies, submit claims, and access veterinary resources all from their smartphones.

What sets Figo apart from traditional pet insurers is their emphasis on technology and customer experience. The company offers a fully digital platform where policyholders can handle most aspects of their insurance without picking up the phone. Their app includes features like a lost pet recovery service, a vet chat function, and the ability to store all your pet's medical records in one secure location. This tech-forward approach appeals particularly to younger pet owners who prefer managing their finances digitally.

Figo provides coverage across the UK with policies underwritten by established insurance partners, ensuring that claims are backed by solid financial institutions. Their coverage typically includes accidents, illnesses, hereditary conditions, and various optional add-ons depending on the plan you select. The company has built a reputation for processing claims relatively quickly compared to some traditional insurers, with many customers reporting reimbursements within a week or two of submission.

However, like any insurance product, Figo isn't the perfect fit for everyone. Some pet owners find that as their animals age, premiums increase significantly, or they discover that their specific needs aren't well-matched to Figo's coverage structure. Others simply find more competitive pricing elsewhere or decide that self-insuring makes more financial sense for their situation. Understanding how to properly cancel your policy when the time comes is crucial to avoid unnecessary charges and ensure a clean break from the service.

Plans, features and pricing structure

Figo Pet Insurance typically offers three main tiers of coverage in the UK market, each designed to cater to different budgets and coverage needs. The structure is relatively straightforward compared to some competitors, but it's essential to understand what you're paying for before you decide whether to maintain or cancel your policy.

Coverage tiers and what they include

The basic tier usually covers essential accident and illness protection with a standard reimbursement level. This plan is designed for pet owners who want fundamental protection without breaking the bank. It typically includes coverage for diagnostic tests, surgeries, hospitalization, prescription medications, and emergency care. However, the annual limits are lower, and the reimbursement percentage may be around 70% of eligible expenses.

The mid-tier plan, often called their "Preferred" or similar designation, increases both the annual coverage limits and the reimbursement percentage, usually to 80% or 90%. This level often includes additional benefits like coverage for alternative therapies, behavioural treatments, and potentially some wellness add-ons. Most customers who purchase Figo insurance opt for this middle tier as it balances comprehensive coverage with reasonable premiums.

The premium tier offers the highest annual limits (sometimes unlimited in certain categories), the best reimbursement rates (typically 90% or even 100%), and the lowest deductibles. This plan may also include perks like coverage for boarding fees if you're hospitalized, travel coverage for your pet, and enhanced alternative therapy options. It's the most expensive option but provides the most comprehensive protection.

Pricing factors you should understand

Figo, like all pet insurers, calculates premiums based on several key factors. Your pet's age is the primary driver—insuring a puppy or kitten costs significantly less than insuring a senior animal. Breed matters considerably too, as certain breeds are predisposed to expensive health conditions. A French Bulldog, for example, will cost more to insure than a mixed breed due to their known respiratory and joint issues.

Your location within the UK also affects pricing, as veterinary costs vary regionally. Pet owners in London and the Southeast typically pay higher premiums than those in other parts of the country, reflecting the higher cost of veterinary care in those areas. The deductible you choose inversely affects your premium—selecting a higher deductible (the amount you pay before insurance kicks in) will lower your monthly payments but increase your out-of-pocket costs when you make a claim.

Keep in mind that these figures are approximate and can vary significantly based on all the factors mentioned above. A two-year-old Labrador in Manchester will have very different pricing than a ten-year-old Persian cat in central London.

Optional add-ons and extras

Figo typically offers several optional enhancements to their base policies. Wellness coverage is a popular add-on that reimburses routine care like annual check-ups, vaccinations, dental cleanings, and flea prevention. While this sounds appealing, many customers find that the additional premium doesn't justify the benefit, as you're essentially pre-paying for routine care with added administrative overhead.

Other common add-ons include enhanced dental coverage (beyond just accident-related dental work), coverage for pre-existing conditions after a waiting period (rare but sometimes available), and exam fee coverage. Each add-on increases your monthly premium, and it's worth calculating whether these extras provide genuine value or whether you'd be better off setting aside that money yourself.

Terms of service and cancellation policy

Understanding Figo's terms of service and cancellation policy is absolutely critical before you initiate the cancellation process. Many policyholders run into problems because they didn't fully understand their obligations or the timing requirements, resulting in unexpected charges or gaps in coverage.

Legal requirements under UK insurance regulations

In the UK, pet insurance policies are regulated by the Financial Conduct Authority (FCA), which sets out specific rules about how insurers must handle cancellations. You have an absolute right to cancel any insurance policy during the cooling-off period, which is typically 14 days from either the date you receive your policy documents or the date your coverage begins, whichever is later. During this cooling-off period, you're entitled to a full refund of any premiums paid, minus any costs for coverage already provided if you've made a claim.

After the cooling-off period expires, you still retain the right to cancel your policy at any time, but the refund terms change. The insurer is entitled to keep a portion of your premium that corresponds to the time you were covered, plus potentially an administration fee. This is where reading the fine print becomes essential, as different insurers have different approaches to calculating pro-rata refunds.

Figo's specific cancellation terms

Figo's cancellation policy typically requires written notice, which is why postal cancellation is so important—it provides undeniable proof that you've fulfilled this requirement. Most importantly, you need to understand the notice period required. Many pet insurance policies, including Figo's, require at least 14 days' notice before your cancellation becomes effective. This means if you send your cancellation letter on the 1st of the month, your policy might not actually cancel until the 15th or later, and you'll be responsible for premiums up to that cancellation date.

The policy will specify exactly when your cancellation takes effect. Some insurers process cancellations from the date they receive your letter, while others process them from the end of your current billing period. This distinction is crucial because it affects when you stop being charged and when your coverage actually ends. If you're switching to another insurer, you need to time this carefully to avoid either a gap in coverage or paying for two policies simultaneously.

Refund expectations and timing

If you cancel mid-term (outside the cooling-off period), Figo will typically calculate a pro-rata refund based on the unused portion of your policy. However, they may deduct an administration fee, which should be clearly stated in your policy documents. This fee can range from £25 to £50 or more, depending on the policy terms. Some insurers have a "short rate" cancellation policy, meaning they keep a larger percentage of your premium if you cancel early in the policy term, though this is less common with pet insurance than with other types of coverage.

The timeframe for receiving your refund can vary, but under FCA regulations, insurers should process refunds within a reasonable period, typically 14-30 days from the effective cancellation date. If you've paid by direct debit, they'll usually refund to the same bank account. If you paid by credit card, the refund goes back to that card. Keep in mind that if you've made any claims during the policy period, the insurer may deduct the claim amounts from any refund owed, or in some cases, you may owe them money if your claims exceeded the premiums paid.

Common reasons people cancel Figo Pet Insurance

Understanding why others cancel can help you evaluate whether cancellation is the right choice for you. The most common reason is cost—as pets age, premiums increase significantly, sometimes doubling or tripling over a few years. Many pet owners reach a point where the monthly premium seems disproportionate to the coverage provided, especially if they've been fortunate enough not to need significant veterinary care.

Another frequent reason is finding better coverage elsewhere. The pet insurance market in the UK is highly competitive, and regularly shopping around can reveal significantly better deals or more comprehensive coverage for the same price. Some people switch because they've had poor experiences with claims processing, finding the reimbursement process slower or more complicated than expected, or experiencing claim denials that they felt were unjustified.

Changes in personal circumstances also drive cancellations. Some pet owners decide to self-insure by setting aside money in a dedicated savings account rather than paying premiums. Others cancel because they're relocating abroad, their pet has passed away, or they're experiencing financial difficulties and need to cut expenses. Additionally, some discover that their pet has developed a condition that will now be considered pre-existing if they switch insurers, so they feel locked in and frustrated with their current provider.

Cancelling by post - the complete guide

Postal cancellation is unequivocally the most reliable method for terminating your Figo Pet Insurance policy, and I cannot stress this enough based on processing thousands of cancellations over the years. While it might seem old-fashioned in our digital age, sending a physical letter via Recorded Delivery provides ironclad proof of your cancellation request that simply cannot be disputed.

Why postal cancellation is your best option

First and foremost, postal cancellation creates an undeniable paper trail. When you send a cancellation letter via Royal Mail Recorded Delivery, you receive a tracking number and proof of delivery showing exactly when Figo received your letter. This eliminates any possibility of them claiming they never received your cancellation request—a surprisingly common issue when people attempt to cancel via email or online forms that may get lost in digital systems or spam filters.

Additionally, many insurance policies, including Figo's, specifically require written notice for cancellation to be valid. While an email technically counts as written notice, there's often ambiguity about whether it was received, read, or processed correctly. A physical letter removes all doubt. If there's ever a dispute about whether you properly cancelled, your proof of postage and delivery is legally robust evidence that holds up far better than a screenshot of an email you sent.

Most importantly, postal cancellation gives you complete control over the timing and content of your cancellation. You're not relying on a customer service representative to correctly input your request into their system, and you're not navigating potentially confusing online forms that might have hidden fields or requirements. You state your intentions clearly, in writing, and you have permanent proof that you did so.

Essential information to include in your letter

Your cancellation letter needs to contain specific information to be processed efficiently. Start with your full name exactly as it appears on your policy documents. Include your complete address and contact telephone number at the top of the letter. Next, clearly state your policy number—this is absolutely critical. Without it, Figo's administrative team may struggle to locate your account, causing delays in processing your cancellation.

Include your pet's name as it appears on the policy. If you have multiple pets insured under different policy numbers, you need to specify which policy or policies you're cancelling. Be explicit about your intention to cancel—use clear language like "I am writing to formally cancel my pet insurance policy" rather than vague phrases like "I'm thinking about cancelling" or "I'd like to discuss cancellation options."

Specify your desired cancellation date. You might write "I wish to cancel my policy effective immediately" or "I wish to cancel my policy at the end of the current billing period on [specific date]." Being specific helps ensure your cancellation is processed according to your intentions. Request written confirmation of your cancellation, including the effective date and details of any refund due. This is crucial for your records.

If you've been paying by direct debit, explicitly state that you're cancelling the direct debit authority as well. Write something like "Please cancel the direct debit arrangement associated with this policy and confirm in writing that no further payments will be taken from my account." This protects you from continued charges after cancellation.

Step-by-step postal cancellation process

First, draft your cancellation letter on your computer or write it neatly by hand. Ensure all the essential information mentioned above is included. Print the letter and sign it by hand—this is important for authenticity. Make at least two copies of the signed letter for your records before sending the original. Date the letter with the date you're sending it, not a future date.

Next, prepare your envelope. Use a standard business envelope and write the address clearly and legibly. The address you need is:

• Figo Pet Insurance
• PO Box 7000
• Borehamwood
• WD6 9XX
• United Kingdom

Take your letter to a Post Office branch—don't just post it in a postbox. Request Royal Mail Recorded Delivery service, which costs around £3-4. This service provides tracking and requires a signature upon delivery, giving you definitive proof that Figo received your cancellation letter. The Post Office will give you a receipt with a tracking number—keep this receipt in a safe place with your copy of the cancellation letter.

Additionally, consider using a service like Postclic, which specializes in sending important letters with tracking and proof of delivery. Postclic offers several advantages over doing it yourself: they handle the professional formatting of your letter, ensure it's sent via tracked delivery, and provide digital proof of postage and delivery that's easily accessible online. This can be particularly valuable if you're busy, don't live near a Post Office, or want the convenience of handling everything digitally while still getting the security of postal delivery. The service typically costs around £3-5, comparable to doing it yourself, but saves you the trip to the Post Office and provides better digital record-keeping.

Tracking and confirming delivery

After posting your letter, use the tracking number provided by Royal Mail to monitor its progress. You can track it online at the Royal Mail website or through their app. Recorded Delivery items typically arrive within 1-2 business days, though you should allow up to 5 business days to be safe. Once tracking shows the letter has been delivered and signed for, note the delivery date and keep a record of it.

Wait approximately 5-7 business days after delivery, then check whether you've received written confirmation from Figo. This confirmation should include your cancellation effective date and details of any refund. If you haven't received confirmation within 10 business days of delivery, follow up with Figo. When you call or email, reference your tracking number and delivery date as proof that they received your cancellation request.

Critical mistakes to avoid

Never cancel your direct debit before receiving written confirmation that your policy is cancelled. If you cancel the direct debit prematurely, Figo may consider your policy to have lapsed due to non-payment rather than properly cancelled, which could create complications if you need to prove continuous insurance coverage or if there are any outstanding claims. The proper sequence is: send cancellation letter, receive confirmation, then cancel direct debit after the final payment has been taken.

Don't assume your cancellation is processed just because you sent the letter. Always wait for written confirmation before considering the matter closed. I've seen countless cases where cancellation letters were received but not processed due to administrative errors, and the customer only discovered this months later when they noticed continued charges on their bank statement.

Avoid sending your cancellation letter without tracking. Regular post provides no proof of delivery, and if your letter goes missing, you'll have no evidence that you attempted to cancel. The few pounds you save by using standard post isn't worth the potential headache of disputed charges and having to restart the cancellation process.

Most importantly, don't wait until the last minute to cancel. If you need your policy to end by a specific date—perhaps because you're switching to another insurer on that date—send your cancellation letter well in advance. Remember that Figo may require 14 days' notice, and postal delivery takes 1-2 days, so you should send your letter at least 16-17 days before your desired cancellation date to be absolutely safe.

Tips from former members

Timing your cancellation strategically

Former Figo customers consistently advise paying close attention to your renewal date when planning cancellation. If you're cancelling to switch to another insurer, time it so your new policy begins the day after your Figo policy ends. Even a single day without coverage could leave you liable for thousands of pounds in veterinary bills if your pet has an accident or suddenly falls ill. One former member shared that their dog was hit by a car during a three-day gap between policies, resulting in £4,000 in veterinary bills they had to pay entirely out of pocket.

Many former members recommend cancelling just before your renewal date rather than mid-term if possible. This maximizes the value you've received from your premiums and avoids the complexity of pro-rata refunds and administration fees. If your renewal is several months away but you've found a significantly better deal elsewhere, calculate whether the savings from switching immediately outweigh the hassle and potential fees of mid-term cancellation.

Documentation and record-keeping best practices

Multiple former members emphasize the importance of keeping comprehensive records of everything related to your cancellation. Create a dedicated folder—physical or digital—containing your cancellation letter, proof of postage, tracking information, delivery confirmation, and any correspondence with Figo about your cancellation. One person shared that they needed to provide proof of cancellation nine months later when Figo's system erroneously tried to charge them again, and having complete documentation resolved the issue immediately.

Take screenshots of your online account before and after cancellation, showing your policy details and status. If you've made any claims that are still pending when you cancel, document these thoroughly as well. Keep records of your final premium payment and any refund received, including the date and amount. This documentation protects you if there are any disputes about final charges or refunds owed.

Managing the transition to alternative coverage

Former members who switched to other insurers stress the importance of securing your new policy before cancelling Figo. Get your new policy documents in hand with a confirmed start date before you send your Figo cancellation letter. This ensures you're not left scrambling if there are any unexpected delays or complications with either cancellation or your new policy activation.

Be aware that any conditions your pet has been treated for while insured with Figo will likely be considered pre-existing conditions by your new insurer. This is why some people decide to stay with their current insurer despite dissatisfaction—switching means losing coverage for existing conditions. However, if your pet is healthy and you're switching primarily for cost reasons or better coverage terms, this may not be a concern.

What to do if you encounter problems

If Figo doesn't acknowledge your cancellation or continues charging you after the cancellation effective date, former members recommend taking immediate action. First, send a follow-up letter via Recorded Delivery referencing your original cancellation letter and including copies of your proof of delivery. State clearly that you expect immediate processing of your cancellation and cessation of all charges.

If this doesn't resolve the issue within 7-10 days, escalate to Figo's complaints department. All UK insurance companies are required to have a formal complaints process. If you're still not satisfied with their response, you can take your complaint to the Financial Ombudsman Service, which provides free, independent dispute resolution for financial services complaints. Former members report that mentioning the Ombudsman often prompts faster resolution of cancellation disputes.

Alternatives to cancellation worth considering

Some former members suggest exploring alternatives before cancelling completely. If cost is your primary concern, contact Figo to discuss increasing your deductible or reducing your coverage level, which can significantly lower your premiums. While this means you'll pay more out of pocket for claims or have lower coverage limits, it might be preferable to having no insurance at all.

If you're frustrated with claims processing or customer service, sometimes speaking with a supervisor or manager can resolve issues without needing to cancel. However, if you've truly found better coverage elsewhere or have decided that self-insuring makes more sense for your situation, don't let them talk you out of cancelling if you've made an informed decision.

Final advice from those who've been through it

The overwhelming consensus from former Figo members is that postal cancellation via Recorded Delivery is absolutely worth the small cost and effort. Those who tried to cancel via email or phone first often ended up having to send a postal letter anyway after encountering problems, wasting time and sometimes incurring additional charges during the delay.

Start the cancellation process earlier than you think necessary. What seems like a simple administrative task can sometimes take weeks to fully resolve, especially if there are any complications with final payments or refunds. Give yourself plenty of buffer time, particularly if you're coordinating the cancellation with starting a new policy.

Finally, don't feel guilty about cancelling. Pet insurance is a commercial product, and you have every right to terminate it when it no longer serves your needs. The insurance company won't take it personally, and you shouldn't feel obligated to stay with a policy that isn't working for you. Make the decision that's best for you and your pet, follow the proper cancellation procedures, and move forward with confidence knowing you've protected yourself with proper documentation and proof of delivery.