Napo Pet Insurance Avis 

After having a terrible experience with a previous insurer, I was very dubious and fearful of pet insurance claims. I was dreading putting a claim in for my dogs surgery and ongoing complications. I have to say I am utterly taken aback, in a good way. I never thought claiming would be so straightforward. The £99excess is by far the cheapest and the fact you only pay it once per condition is a financial godsend. There's no form filling on my part, just an email sent to the vet on my behalf. My vet completes the form online almost within the hour and by the end of the working day, at most 48hrs, the decision is complete. I'm ecstatic that all of the claims have been approved and the financial support is there. I couldn't stand the stress and extra worry about insurance claims, on top of an already stressful situation with my dogs illness. Thankfully Napo have taken that burden away completely. I can't say I'm looking forward to the premium hike in a year though, going on other reviews and experiences. Why do insurance companies let themselves down with ridiculous renewal prices. I hope they prove me wrong. 🤞

I found dealing with Max’s insurance policy since he became unwell very efficient. Napo deals directly with my vet and it is really quite seamless with a very prompt payment

Excellent insurance company. Easy to claim. Would definitely recommend.

Easy website, was able to book an appointment for the same evening literally an hour later. Vet was helpful, explained what to do and next steps, the information is there for me to reread, and it was really great to be able to speak to someone out of hours without having to leave the house.
Would definitely use again and recommend

Listened and understood the issues and provided clear and good advice.

I've used a few different insurers (petgevity and waggel), I was a bit scepticle of napo initially due to how they insure older pets, but having had a terminally ill old cat I've nothing to complain about with them. A little more pricey than the others, but they let me insure him up to £16k which was brilliant, and we're really good with me - even sent me some roses and sunflowers along with a condolences card today after I informed them he passed a few days ago. Overall I'd reccomend.

Have had ongoing medical issues with my dog for a few months and Napo insurance have promptly paid my vets for each lot of treatment she has had and have kept me informed of each payment as and when paid.

My dog recently unexpectedly passed away, steph was continuously in contact with me and checking in on me along the way until the claims team took over, i also received a lovely flower plant in the post, thank you so much for all your kindness

Fantastic service. Claimed and paid out in full within 4 days. No lengthy form filling, just a couple of simple questions with tick boxes and they did the rest. Can recommend Napo 100%

Knowledgable friendly and skilled vet. Concise advice and guidance.

The utter ease with which I was able to submit a claim was refreshing to say the least. Napo’s interface is easy. Thanks Napo. It’s appreciated.

My dog became very unwell. I contacted the first vet online, included in my policy. I was given good advice, and was advised my dog needed emergency treatment . I took her to vet and she needed to stay in. When I had to put in the claim the next day, the process was very quick and easy. Napo has been amazing. The claim was settled within a few days. Any corespondance always says that they hope my dog is ok and really kindly put. I would not hesitate to recommend Napo to anyone. Ive claimed a couple of times for both of my dogs, and very satisfied with the whole process.

I was fortunate enough to never have to make a claim with Napo but always thought that their prices were lower than average. I had the most heartbreaking task of contacting them to cancel my policy due to the death of my pet. I spoke with Chloe who handled the situation with so much care and she remembered to contact me days later to confirm the cancellation. I then received some beautiful roses from the Team. I won’t forget the kind gesture. Thank you to Chloe and the Team.

Napo have been amazing throughout my cat Izzy’s life. Claims were always easy and stress free, and when he passed, they sent a rose plant to say sorry for my loss. Such a thoughtful, compassionate company. Highly recommend.

The vet was very good and went through all the possible problems that nala had. She made me feel at ease and gave me lots of information about what she thinks my dog has, she also gave solutions and what time frame to expect.

I switched to Napo because the headline cover looked excellent: £16,000 of annual veterinary cover and £2,000 of dental cover. In fact, I was paying more than I had with my previous insurer because I wanted greater peace of mind as my dog got older.

Unfortunately, my experience has been the complete opposite.

Around 18 months into the policy (March '26) my dog required significant dental treatment, including extractions. Given the cost involved (over £1,600), I attempted to obtain pre-authorisation before proceeding. Napo does not offer a pre-authorisation service. Instead, I was directed back to policy wording and expected to interpret complex terms and exclusions myself whilst making important healthcare decisions for my dog.

Faced with a veterinary recommendation and no clear confirmation of cover, I had little choice but to proceed. The claim was subsequently rejected, leaving me more than £1,600 out of pocket.

What makes this particularly frustrating is that I moved insurers in good faith. As far as I was aware, my dog had no relevant pre-existing conditions. However, when reviewing historic veterinary records, Napo chose to rely on a benign historical note to apply exclusions and restrictions which only became fully apparent when I came to claim.

The reality is that most pet owners are not vets, insurance underwriters or lawyers. Yet when seeking guidance before expensive treatment, I found myself being repeatedly referred back to policy documents rather than being given a clear indication of whether treatment was likely to be covered.

I encountered exactly the same issue when my vet later recommended an echocardiogram (May '26). Despite my previous experience, Napo would still not provide pre-authorisation or a clear coverage decision before treatment.

My biggest lesson from this experience is that headline cover limits tell only part of the story. Prospective customers should understand how claims are assessed, whether pre-authorisation is available, and how historical veterinary records may be interpreted before switching providers.

Personally, I would never switch pet insurers again and I certainly regret switching from ManyPets to Napo.

No complications with insurance claim, easy steps and kept up to date with emails.

Very good Im very happy

So impressed with the service. Sought treatment for my dog and a week later funds were back in my bank account - within an hour of my confirming my bank details! Amazing!
The service has been so easy I haven’t the words to describe it. It has taken all the worry away so I can concentrate on getting my much loved dog well again.
Thanks to the Napo team (and my vets) so making this process so easy.

Absolutely fantastic, claims form was issued immediately upon request. As soon as my VET sent claim it was responded to immediately.I was asked to confirm information on claims form and within hours of my response, claim was accepted and payment made within 3 days. Well done to all involved , I would recommend this company to anyone, excellent.