Napo Pet Insurance Avis 

After a second year with Napo, my price for my policy rose - I was not happy and requested a call. (frustrating at the outset not to be able to contact someone directly)

Fortunately for me, my customer service rep was Lou. She was fantastic - incredibly friendly, knowledgeable, empathetic, and just genuinely human. She really made my day.

I'll add here that Napo don't discount insurance renewals, but even so. Lou was so helpful.

They were awkward settling our claim at every turn. forever making me jump through hoops and running me round and round in circles. I cancelled my policy and gave up on the claim. it just wasn't worth it.
Avoid this company and insure with someone more reputable.

I needed to make a claim for my French bulldog after she became poorly. The service from Napo was amazing! I paid the excess and Napo sorted the rest. They were quick to keep myself and the vets updated and my claim was processed within a few days. Thank you so much! Napo gives me complete peace of mind that my little girl is covered against anything that could happen.

Easy to deal with and no problems with claim. We have claimed twice now, and both times have gone smoothly.

I was reluctant to use the Vet+ but I was very surprised how efficient and professional the service was. The appointment with the vet confirmed exactly what the vet had suspected on the Vet+ service. Outstanding experience. Thank you.

Have had both my dogs insured with Napo for 5 years and never made a claim until recently so they have had over £12,000 off me.
Had to make a claim recently for a grass seed in my dogs paw which was £852. Service was great settled very quickly was very impressed until I got my renewal they have put his policy up by £40 per month which is absolutely shocking after just 1 claim in 5 years needless to say I am currently looking for a new insurer !! Would not recommend

Wow! I’ve never had to claim before and it was so straightforward and easy. We took out the dental policy and ensured we met the criteria specified by Napo in the terms. The vet submitted their documentation and I verified the questions and had a response that the claim was to be paid all in the very same day. I’m so impressed at the speed and ease of the entire process, it’s exceeded my expectations. Absolutely first class.

A single claim for a £1000 vet bill for a one-off illness 18 months ago was paid quickly. However our renewal price went from £40 to £95 per month and now has increased to £125. The only way to reduce the cost is to reduce cover. Our dog is 6 and has no health issues.

Quick, easy, very helpful vets and it's reassuring to have queries answered about my concerns at any time

Easy to apply. Good renewal price. 24/7 vet service is good.

Superb service. Claim was processed the same day.
You can pay the vets direct or claim your money back and it's so easy and fast

Shocking customer service, you pay for cat insurance have a policy which includes upto £2000 for dental work. So put a claim in only to get messed about asking silly question after silly question. It's quite simple the vet said the cat needs some teeth removed. Gave an estimate for about £900 but oh no excuses after excuses on how not to pay. So I've obviously put in a Formal Complaint. As it's been going on for weeks.

I have used Napo for 3 years and this is the first claim I have had to make which was a substantial amount
I claimed direct through the vet
Got a notification from Napo that they had received the claim and can I answer a few simple questions which I did 2 hours later I got email to say all approved you can’t get better service then that

Great help and support with very knowlgeable staff!
A real comfort and support around my concerns.
Would highly recommend!

What an amazing company to deal with. I put in a claim after one of my dogs, tragically had a stroke, and had to be pts. The claim was paid within 3 working days and the day after a beautiful mini rose bush was delivered to my door totally unexpectedly, with a sympathy card from them
In all years of having animal insurance I have never dealt with a company that genuinely seems to care about, the pets and the owners that are, their customers. Cannot rate napo high enough.

Very disappointed with renewal costs. I took a lifetime policy (£16000) out for my dog in 2022 and paid £64 a month. My dog required an MRI in 2023 and my policy increased to £130 a month. In 2024 my dog required an MRI and disc surgery which amounted to £8500. My policy renewal went to £377 per month. As this is now a pre-existing condition and I'd like to continue to cover my dog, I find myself having to pay it. I raised a complaint with Napo and the ombudsman but I was unable to gain any reduction. I appreciate this isn't going to be the experience of every customer, however I do find myself hearing a lot of negativity surrounding the renewal prices after a claim, specifically with Napo. The only reason I gave them 2 stars is because it is easy to manage your account online and claims are quick and straight forward enough. I just wish I never used them in the first place.

Claiming back from Napo has been really easy and fast.
All of my three cats are with Napo. Highly recommended

Three main issues with our experience with Napo pet insurance to highlight:
1. Extortionate renewals with limited notice of renewal - our premium almost doubled after one year, and their communications were not sufficient to give us notice of this enormous increase
2. Online dashboard doesn't give enough information - when we did make a claim, it was shown as 'declined' with zero information about why
3. Very slow customer service - they make it difficult to get in touch with them, with the online chat taking up to a day to respond, and no phone number to speak to someone.

One positive is that it's easy to make a claim, as they seek the information directly from the vet and then check it with you.

My little chihuahua needed major leg surgery after rupturing her knee cap and the vet dealt with the insurance company directly. After confirming my agreement with the insurance company everything has gone smoothly. I would highly recommend Napo as it's stressful enough when your pet is ill and not having to worry about the insurance was a blessing for me.