Manage Figo

How to cancel figo pet insurance in south africa and protect your refund

Understanding figo pet insurance

Figo is a pet insurance provider that helps South African pet owners manage unexpected veterinary costs for their dogs and cats. The service offers flexible, customizable plans so you can select the coverage level and deductible that fits your budget and your pet's needs.

How figo works

You choose a coverage plan (accident and illness, wellness add-ons, or a combined package), pay your recurring premium, and submit claims for eligible veterinary treatment. Figo then reimburses you according to your chosen plan and policy terms. The service is subscription-based, which means your coverage renews automatically each month or year unless you actively cancel.

Why you might want to cancel

Life changes. Your pet may no longer need coverage, you might find a better-value plan elsewhere, or your financial situation may require you to reduce expenses. Whatever your reason, cancelling Figo should be straightforward, and you deserve to know your exact rights and refund entitlements before you act. At Stopee, we help thousands of South Africans navigate these cancellations every year, and we're here to walk you through the process with clarity and confidence.

Your consumer rights in south africa

South African law protects you as a consumer of insurance services, and those protections apply to Figo cancellations.

Key legal protections

The Consumer Protection Act 68 of 2008 and the National Credit Act require insurers to provide you with clear, honest information about your policy, premiums, and cancellation procedures. You have the right to fair treatment, transparent terms, and the ability to cancel without hidden obstacles or penalties beyond what your policy legally permits.

Escalation points if figo refuses to cancel

If Figo does not respond to your cancellation request or disputes your refund eligibility, you can escalate your complaint to the Financial Sector Conduct Authority (FSCA), which regulates insurance providers in South Africa. The FSCA investigates consumer complaints at no cost to you. You may also contact the Insurance Ombud if applicable to your policy type. These bodies have the power to compel Figo to honour your cancellation and refund rights.

Cancellation methods for figo

Figo has one accepted cancellation method, and it is critical that you follow it exactly to ensure your cancellation is recorded and processed.

The only valid cancellation method

You must request cancellation in writing by email. Figo does not accept phone calls, online chat requests, or cancellations submitted through your account portal as the primary method. If you attempt to cancel by phone or chat, that request will not be formally logged, and your coverage may not end when you expect it to. Email creates a written record that protects both you and the insurer.

Why written email is required

Written cancellation protects you legally. If a dispute arises about when you cancelled or whether you are entitled to a refund, your email and Figo's response become evidence. Phone calls leave no trace; emails do. This is especially important if you are cancelling to claim a refund within the 30-day window or to dispute a claim denial.

How to cancel figo step by step

Follow these steps exactly to ensure your cancellation is processed without delay or error.

Step-by-step cancellation process

1. Open your email client and create a new email addressed to [email protected].
   • Use the email address registered to your Figo account. If your account email differs from your personal email, use the account email.
   • Do not use a shared email or a family member's address; use only the account holder's registered email.
2. Write a clear subject line: "Cancellation Request - [Your Policy Number]".
   • This helps Figo's support team locate your policy quickly and reduces the risk of your email being misfiled.
3. In the email body, state your intent to cancel in plain language.
   • Example: "I am writing to request cancellation of my pet insurance policy effective [date]."
   • Keep the tone professional and direct; do not include complaints or lengthy explanations unless they are relevant to a refund claim.
4. Include the following information in your email:
   • Your full name (exactly as it appears on the policy).
   • Your policy number.
   • Your pet's full name and species (e.g., "Bella, female Labrador Retriever").
   • Your preferred cancellation effective date (e.g., "31 January 2025").
   • Your contact phone number and postal address.
   • A request for written confirmation of the cancellation and any applicable refund calculation.
5. Request confirmation in writing: "Please confirm receipt of this cancellation request and provide a written statement of any refund due to me, including the calculation method used."
   • This ensures you receive proof that Figo received your request and have documentation of any refund owed.
6. Send the email and immediately save a copy in a dedicated folder (e.g., "Figo Cancellation").
   • Do not delete this email, and do not rely on your Sent folder alone; download or screenshot the email and Figo's response.
7. Wait for Figo's response. You should expect a reply within 5 to 10 business days.
   • Pro tip: If you do not receive a response within 10 business days, send a polite follow-up email with the subject "Follow-up: Cancellation Request - [Your Policy Number]".
   • If Figo still does not respond after 15 business days, document this and prepare to escalate to the FSCA.
8. When Figo responds, review their confirmation carefully.
   • Verify the cancellation effective date matches your request.
   • Confirm any refund amount and the calculation method used.
   • Check that they have processed no further renewals after the cancellation date.

Common mistakes to avoid during cancellation

Cancelling pet insurance can feel stressful, especially if you are worried about your pet's coverage gap or frustrated by fees. Here are the traps that catch most people, and how to sidestep them.

• Calling Figo instead of emailing: Phone requests are not formally logged. Always email, even if the support team assures you over the phone that your cancellation is processed. A verbal promise is not a record.
• Using the wrong email address: If your account email differs from your personal email, you must email from the account email address. Figo may reject cancellations from other addresses to prevent unauthorized cancellations.
• Assuming your policy has cancelled automatically: Stopping payment of your premium does not cancel your policy. Figo will pursue the outstanding balance, and your policy may be suspended rather than cancelled. Always send the cancellation email.
• Not requesting a refund calculation: If you cancel within the 30-day refund window or believe you are entitled to a pro-rata refund, ask Figo explicitly to calculate your refund in writing. Do not assume they will volunteer this information.
• Forgetting to keep proof: Save your cancellation email, Figo's response, and any refund confirmation. If a dispute arises, these are your evidence.

Figo's refund policy explained

Your refund entitlement depends on how long you have held your policy and whether you have made any claims. Understanding this policy now will help you make an informed decision about cancellation.

30-day full refund window

If you cancel your Figo policy within 30 days of the start date and you have not submitted any claims, you are entitled to a full refund of premiums paid. This is Figo's introductory cooling-off period, and it gives you time to assess whether the policy meets your needs.

Pro tip: Mark your 30-day deadline on your calendar the day you purchase your policy. If you are unsure about your coverage, cancel within this window to preserve your full refund option.

Pro-rata refunds after 30 days

After the 30-day window, Figo calculates refunds on a pro-rata basis. This means your refund is calculated for the proportion of your premium that covers unused coverage. For example, if you paid R600 for a 12-month policy and cancelled after 6 months, you would receive a pro-rata refund of approximately R300, minus any applicable administrative fees and any claims paid during the period you held the policy.

Refund reductions and exclusions

Your refund may be reduced or denied if you have submitted claims during your policy period. The amount of the reduction depends on Figo's policy terms and the total value of claims paid. Some policies also include non-refundable administrative fees, which are deducted from your refund calculation.

Always request Figo's written refund calculation when you cancel. If you disagree with their calculation, ask them to itemize how they arrived at the figure, including the original premium, the proportion of unused coverage, and any deductions applied. At Stopee, we advise consumers to challenge refund calculations that seem unfair; the FSCA can investigate if Figo's calculation breaches your policy terms or consumer law.

Figo plans and pricing

Figo's pricing varies based on your pet's age, breed, location, and the level of coverage you select. Below is an overview of the main plan types and what you can expect.

Plan options available

How to get an accurate figo quote

Because pricing is personalized to your pet and location, you cannot find exact prices online. Contact Figo directly via their website or support email to receive a tailored quote. Have your pet's date of birth, breed, and current health status ready when you enquire. Stopee recommends comparing Figo's quotes with at least two other pet insurers before you commit, especially if cost is a significant factor in your decision to cancel your current policy.

What happens after you cancel figo

Cancellation is not instantaneous; several things happen behind the scenes after you submit your request.

Coverage end date and claim eligibility

Your coverage ends on the effective date you specified in your cancellation email (or the date Figo confirms, whichever applies). After that date, you cannot submit new claims for reimbursement. If your pet requires veterinary treatment after the effective date, you will be responsible for the full cost. Plan your cancellation date carefully if your pet has any upcoming scheduled treatments.

Premium billing and automatic renewal

Once Figo processes your cancellation, they will stop collecting premiums. However, if your policy is set to auto-renew (most are), confirm in writing that the renewal has been cancelled. Ask Figo: "Please confirm that my policy will not auto-renew on [renewal date]." This prevents an unwanted charge if your cancellation email is accidentally misfiled.

Your policy records and data

Figo will retain your policy and claims information according to their data retention policy and South African law (typically 5 to 7 years for insurance records). If you need copies of your policy documents, claims history, or veterinary references for a future insurer, request these from Figo in writing before your coverage ends. Having these on file is useful if you want to switch to another provider and need proof of prior coverage.

Refund timing and how to follow up

Once Figo confirms your cancellation and calculates your refund, they will process the refund to your original payment method. This typically takes 5 to 10 business days, though some banks take longer to credit the funds to your account.

What to expect after you cancel

Cancellation confirmation will arrive by email within 5 to 10 business days. Your refund (if eligible) will be processed separately, and you should see it in your bank account within 10 to 20 business days after Figo confirms your cancellation. If you do not receive either confirmation or the refund within these timeframes, send a follow-up email to [email protected] asking for a status update, referencing your original cancellation email date.

If figo delays or disputes your refund

If Figo refuses to refund you or claims you are ineligible, ask them in writing to provide the policy clause that justifies the refusal. If their reason conflicts with their stated 30-day refund policy or the Consumer Protection Act, you have grounds to escalate to the FSCA. Document everything: your cancellation request, Figo's responses, the dates you sent emails, and any refund calculation they provided. This evidence will support your complaint if you need to involve the regulator.

Pet insurance comparison at a glance

Before you finalize your decision to cancel Figo, compare it with other major pet insurers in South Africa to ensure you are making the right choice for your pet and your budget.

Use Stopee to compare cancellation policies across providers. A simpler cancellation process or a longer refund window may make another insurer more attractive, especially if cost is your primary concern.

Cancellation checklist for figo

Use this checklist to ensure you have completed every step correctly before you hit send on your cancellation email.

• Policy details: I have my policy number, pet name(s), and account email address ready.
• Cancellation date: I have chosen an effective cancellation date and written it clearly in my email.
• Email address: I am emailing from the email address registered to my Figo account, not a different email.
• Email content: My email includes my full name, policy number, pet name(s), preferred cancellation date, and a request for written confirmation and refund calculation.
• Refund request: I have explicitly asked Figo to calculate any refund owed and provide the calculation method in writing.
• Email saved: I have saved a copy of my sent email and will save Figo's response in a dedicated folder.
• Follow-up plan: I will follow up with Figo after 10 business days if I do not receive a response.
• Escalation ready: I have the FSCA contact details saved in case Figo refuses to cancel or disputes my refund.

Common mistakes when cancelling pet insurance

Cancelling pet insurance is often stressful because you are making a decision that affects your pet's care. Here are the most common missteps we see, so you can avoid them.

Assuming your policy is cancelled because you stopped paying

This is the biggest mistake. Your policy remains active until you formally cancel it, even if you stop paying your premium. Figo may suspend your coverage for non-payment, but suspension is not the same as cancellation. You will still owe the outstanding balance, and your policy will not truly end until you send a written cancellation request. Always cancel in writing via email.

Not keeping proof of cancellation

If you lose your cancellation email or Figo's response, you have no evidence of when you cancelled or what refund was promised. Screenshots or downloaded copies protect you if Figo later claims your cancellation was never received. At Stopee, we recommend saving every email related to your cancellation in a separate folder and backing it up to your cloud storage.

Cancelling near the end of a billing cycle without checking the renewal date

If your policy renews on the 20th of the month and you cancel on the 19th, Figo may still charge your renewal premium on the 20th. Always confirm your renewal date in your cancellation email and ask Figo to confirm that no renewal will occur. If Figo charges you after cancellation, report this to the FSCA and demand a full refund.

Not requesting a refund calculation

If you cancel after 30 days, your refund is pro-rata, but Figo must explain how they calculated it. If you do not ask, you may not realize you were entitled to more. Always request the calculation in writing.

Your next steps and support

You now have a clear roadmap for cancelling Figo safely and protecting your refund entitlement. The key is to cancel in writing via email, keep all proof, and follow up if Figo does not respond within 10 business days.

If you need further support

If Figo refuses to honour your cancellation or disputes your refund, contact the Financial Sector Conduct Authority (FSCA) at www.fsca.org.za or call their consumer helpline. The FSCA investigates insurance complaints at no cost to you and has the authority to compel Figo to comply with consumer protection laws.

Stopee has helped thousands of South African consumers navigate insurance cancellations, refund disputes, and regulatory escalations. If you need step-by-step guidance, want to review a refund calculation, or need help drafting a complaint to the FSCA, visit Stopee at stopee.com for expert advice and templates tailored to South African consumer law. Stopee is your partner in protecting your rights, and Stopee's community of consumer advocates is here to support you every step of the way.

Contact figo directly

To cancel your Figo policy, send your cancellation request to:

Email: [email protected]

Include your policy number, pet name(s), full name, and your preferred cancellation effective date. Request written confirmation and a refund calculation if applicable.