Napo Pet Insurance Avis 

the vet was very understanding and took time to investigate the problem and give us good advice

UPDATE. See below

Such a quick service. Claim put in via vet on Thursday at 5pm. I was notified for confirmation which I responded to. Email arrived during the evening same day, confirming payout within 5-7 working days. Absolutely 5***** company service is amazing. I will never use any other company!
I received my money back (less excess oc)
the following day !!! Now that’s service for you!!!

Amazing paid out very quick any queries I had they helped and answered quickly very impressed glad I chose napo for my fur baby

The best insurance company I've ever known - amazing customer service, great prices, and super fast claims process!

My dog had an emergency operation and cannot praise NAPO enough. At a very stressful time I knew that I wouldn’t have to worry about the expense. Sure enough my vets bill was settled by NAPO almost immediately and there was no hassle at all.I would really recommend NAPO for pet insurance.

The whole process (working with the vet, submitting the claim, answering associated questions) was easy, smooth, and fast, and the turnaround time (when Napo originally said it could take 4-6 weeks, and then having it done in 5-7 DAYS) was amazing.

I have had my dog on Napo for 6+ years and have never claimed.
I loved the founders message regarding loving his dog Napoleon so much that he wanted to do something in his memory to help other pet owners that struggled to find decent insurance and loved their pet so much and thought they were the BEST when i signed up, i brought 8 people to the company aswell. I now think its very sad that the company has not lived up to the original ethos.

Every year, despite never ever making a claim my policy increased and i happily paid as i was absolute in my belief this was a wonderful company. I ended up paying upwards of £80 a month for a 6 year old dog who had never ever claimed. I actually was forced to look around in January of 2026 and Napo came up at 50% cheaper than i was paying, when i reached out they wouldnt do anything about my premium, so i left and re joined at the cheaper option ( wonderful customer retention for a loyal customer there guys!).

My mother, who i had also introduced, made a dental claim that was denied when we dug into the reasoning behind the decline, it was horrifc, Napo literally split every hair they could to try and wriggle out of supporting their customer. Evntually after a lot of support from our vet, we were able to back them in to a corner and they had to pay. My mother promptly left and moved to Purely Pets.

I have now had a similar experience and i am beyond gutted. I am aware that due to small prints, T&C's and various other strategies they can sneak out of most things, however that is not what i want when the creature i love most is in need. I have also decided to look elsewhere for insurance.

Napo are deplorable, they are dishonest, their morales are hideous, they are NOT here to help you in your time of need, if they can get round paying they will, everytime. DO NOT trust the great intro prices and high cover rates. You will end up out of pocket and in debt with your vet. Napo will not help you. If there is a single loop hole they can duck out of, i promise you they will. I have suffered first hand, as has eveyone i brought to Napo ( i would like to very clear that they have all now left).

I was a loyal customer for years, even spending hours on the phone in the early days discussing marketing with them and possible social colaborations, i now advise anyone looking for insurance to run a mile from Napo.

They are also impossible to get hold of as they do not have a phone you can call. If you email and request a call, someone will then email you back within 24 hours and give you an option to schedule a future call, excellent when you are in a panic and desperate to speak to someone urgently! If you escalate any process you will get repsonses from faceless employees hiding behind anonymity that are cold and unhelpful.

When reading reviews, i tend to take the bad reviews with a pinch of salt and make judgements based on the picture i have already built in my head, please do not take this review with a pinch of salt. This company are hideous.

I had to make a claim when my Maltese ate 2 grapes that fell on the floor. Normally she won't eat fruit but when it falls from the sky it's delicious...

Napo worked at speed to assess and accept the claim. The money was in my account within a couple of days.

Their communication was compassionate and clear.

I highly recommend Napo!

I think napo insurance are amazing , took out insurance for my dog few mths ago , my dog cruciate ligament needs operating on and it’s a big op and expensive too , I put in my first claim and napo was fast and efficient and approved my claim , excellent service

Prompt attention to the claim by really friendly people especially Lorna of the Napo Claims team. Thank you all and keep up the good work! Oh, and Pippa says Woof Woof too!

When worried for your pet being reassured you are doing the right thing and being given advice on what to do next is invaluable, particularly when out of hours for your vet. Am just about to ring for appointment with vet as per FirstVet advice but relieved that symptoms have not worsened. So glad FirstVet is included with my Napo insurance.

Easy to arrange
The vet was efficient and empathetic

Clear verbal communication confirmed in writing

Incredibly easy to claim and paid the same day as claim details were completed by the vet and myself. Very impressed.

Incredibly easy and the bill was refunded same day as the claim!

All round brilliance from this company
Easy process and good comms

Vet was very supportive, professional and thorough.

I have only recently got my kitty from abroad and got this insurance. I have already had to use their 24/7 vet video service and I was so impressed. It is a wonderful service and worth the monthly cost alone! Gave me peace of mind and I could talk to a professional within 30 minutes! I am a happy customer after only a week!

Easy to claim and paid out within a couple of days. Fab service from Napo!

I ve had my cat for 9 years and this is the first vet claim ever. I found Napo website and dashboard very easy to use. I submitted my claim , Napo contact the vets and once dealt with by them I got notified of the whole process and I'm delighted to say that my claim was resolved in a matter of hours.
I also used their contact hub where you put a few details in and you can ask a question ie whether her latest treatment would be covered and I got an answer straight away . I was sceptical about using this service as you don't talk to a person face to face but the answer was totally correct

I had to make a claim with NAPO Insurance in the last few days, and they paid it without any issues at all. The communication throughout the process was excellent, and everything was handled quickly and professionally.
What really sets them apart is their compassion. When our beautiful dog Wilf passed away, they sent us a thoughtful card and beautiful flowers, which meant so much to us during such a difficult time.
I can't thank NAPO Insurance enough for their kindness, excellent customer service, and support. I would highly recommend them.