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Napo: Pet insurance reviews

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3.76
Based on 35 reviews, last reviewed 24th Aug 2026
No new 5 star reviews
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37%

Latest highest rating:

4

Response time I am in the process of claiming for an operation my dog needs, to remove a fractured molar. I asked how to go about this & the reply was pretty quick,... Read more Reviewed on: 24th August 2026
Andrew's avatar
Andrew

Latest lowest rating:

1

Put the money in a savings account instead of this. It was literally the only claim I have made since being with them for 3 years and I wish I knew this about them sooner. They will intentionally make ... Read more Reviewed on: 28th January 2026
Fais's avatar
Fais
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About this product

Napo pet insurance offers lifetime insurance cover for dogs and cats.

Napo provide many extras as standard including complementary treatment, dental work, travel and third-party liability. Napo can pay you or the vets, whichever you prefer. You also get unlimited expert video calls and an online claims process.

Napo pet insurance reviews help you find out what it’s really like to be a customer. If you’ve used Napo before, you can also leave a review and share your experience.

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Napo Pet insurance reviews (35)

Response time

4
I am in the process of claiming for an operation my dog needs, to remove a fractured molar. I asked how to go about this & the reply was pretty quick, also explained that as it wasn't a pre existing condition & an injury that the claim would be valid Reviewed on: 24th August 2026
Andrew's avatar
Andrew

Joined this year and not had any problems

5
Joined this year and not had any problems Reviewed on: 21st August 2026
Amy L's avatar
Amy L

Honestly did not expect much from pet insurance unti...

5
Honestly did not expect much from pet insurance until we had to actually use it. Claim submitted easily, sorted within 3 days, no endless back and forth asking for the same documents twice. Premium felt fair for the level of cover, and when I interacted with their customer service they spoke to me like a human rather than reading off a script. Would recommend to anyone who has been burned by the usual suspects.​​​​​​​​​​​​​​​​ Reviewed on: 23rd April 2026
Juliet B's avatar
Juliet B

Put the money in a savings account instead of this.

1
It was literally the only claim I have made since being with them for 3 years and I wish I knew this about them sooner. They will intentionally make it challenging for you to make a claim and try everything in their power not to pay. I asked the vet how much a procedure would cost and they said we'll send you an estimate by email, apparently that counts as a recommendation when the vet did not recommend it I asked for an estimate out of curiosity. I asked my vet to send me the full medical record and every time I challenge Napo's decision to decline the claim they will change the reason or start a new email chain for absolutely no reason and go back to one of the reasons I have already challenged. They make you go through hoops trying to get the vet to write a supporting statement to clarify the misunderstanding in the medical records and they respond with "well it doesn't matter anyway cuz it's this other non-relevant reason actually". I spoke to their customer service and was told I need to do the procedure within 6 months, after when I tried to make the claim, they declined it and said it's actually 3 now. It was literally the only claim I have made since being with them for 3 years. Honestly, put the money that you were going to pay the insurance company into a savings account every month and you will have enough money for any emergency that might arise. 3 years and not one single claim I have basically wasted all that money that would've covered the claim 4 times over. Reviewed on: 28th January 2026
Fais's avatar
Fais

Hike premiums by a factor of 8 in 2 years

1
If you're thinking of using Napo - then I urge you to look elsewhere! After being a loyal customer of 4 years I am leaving - and good riddance. How any company can have the brazen front to increase insurance premiums by a factor of 8 in the space of two years is utterly mind blowing. (£370 in 2024, £2,950 today). Do yourselves a massive favour and look for insurance companies who don't increase premiums based on claims. Even if you don't do that - then just avoid these scammers like the plague. Don't just take my word for it - just look at all the 1* reviews that have been posted recently - all along the same lines. I will be formally complaining to the FCA following the predictably weak response to my complaint to Napo. Hopefully if enough new customers are put off joining they will go bust! Reviewed on: 23rd January 2026
Mike Mccarthy's avatar
Mike Mccarthy

Quick fast service reliable.

5
My 5 month old cockapoo puppy ate a sock - adult sock. It was out of hours so we had to get to an emergency vet - which was pricey, right before Christmas. My claim was done the next day and they paid out the same day. Just had to wait 5 days for bank clearance. They were excellent. Easy to follow portal - my older dog has been insured with them for 3 years and never had to claim. My premiums for him did not rise that much either. They are the best insurers I have been with and I have sed a few for pets. They really removed the stress from cost from the situation - cant thank them enough, Reviewed on: 12th December 2025
Samantha C's avatar
Samantha C

Avoid - they twist vet notes to deny legitimate claims

1
I’m honestly shocked at how Napo has handled not one, but two separate claims for my dog, Lexi. Both were essential, vet-recommended treatments — and both were wrongly rejected under the same excuse of “pre-existing conditions.” The first claim, for a heart scan, was done purely as a precaution before surgery to ensure Lexi was healthy enough for anaesthetic. It was preventative, not diagnostic, and our vet made that clear. Yet Napo refused to cover it, twisting the record of an old, mild heart murmur (noted years earlier) to claim it was the same “condition.” Then came the £1,470 surgery to remove an eyelid mass. Again, our vet confirmed this was a new issue, unrelated to an old irritation. Napo cherry-picked phrases from Lexi’s medical history to make it look like a continuation, while ignoring the context and the professional explanation from our vets. Both my vets were genuinely frustrated at how their clinical notes were used to justify refusal. Instead of protecting customers and their pets, Napo seems to be actively looking for loopholes to avoid paying out legitimate claims — even when the treatment is clearly new and medically justified. After paying for the policy in good faith, I’ve now been left £2,500 out of pocket for procedures that any fair insurer would have covered. The whole process has been exhausting, time-wasting, and deeply unfair. If you’re thinking of joining Napo because of their friendly marketing — don’t. Their customer service tone might be warm, but when it comes to claims, they’ll twist technicalities to get out of paying. Reviewed on: 21st October 2025
Debora P's avatar
Debora P

Napo overcharged me hundreds of pounds.

1
Napo overcharged me hundreds of pounds. On automatic renewal they have set up new, doubled amount of my previous monthly charge as a new premium without my consent. They have only sent me an email which went straight into the junk folder stating that my renewal is automatic, no new amount of charge was included. They were ripping me off for months. I was paying double what I used to pay. They've never asked or told me that they increase my monthly payment. I only found out after few months when I realised my money was disappearing from my account. They have rejected my complaint. Stay away from them. Sneaky and dishonest company. Reviewed on: 9th October 2025
Sandy's avatar
Sandy

Very good with settling vet bills and very prompt.

5
Very good with settling vet bills and very prompt. Reviewed on: 5th September 2025
mark's avatar
mark

Shocking I was paying 66 pound per month for my dog...

1
Shocking I was paying 66 pound per month for my dog had email today saying it was going up to 165 per month needles to say its been cancelled Reviewed on: 15th June 2025
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Sandra g

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