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... 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. Read more Read less

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... 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. Read more Read less

Very good with settling vet bills and very prompt.

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

When I needed help they were there 100% there customer services was first rate in helping me solve my problem a big thank you to Lou.

Very expedient experience, from the start the vet dealt with injury and then sent details to NAPO. Correspondence was received quickly and confirmation of acceptance... Very expedient experience, from the start the vet dealt with injury and then sent details to NAPO. Correspondence was received quickly and confirmation of acceptance was very swift. All good experience, just awaiting the money in to the bank. Excellent service Read more Read less

I’ve had to claim twice now from Napo, once in July 2024 when I sadly lost my black lab, and recently for my other lab... I’ve had to claim twice now from Napo, once in July 2024 when I sadly lost my black lab, and recently for my other lab who had a cyst diagnosed as benign. On both occasions I found the claims process very simple and the communications from Napo during the process was first rate. Especially with the lab I sadly lost as flowers and a card were sent which was very unexpected but very kindly received. Thanks Napo Read more Read less

This company really is brilliant! They care about your pets, and their customer service is top class (Sam). Little things like sending your pet a... This company really is brilliant! They care about your pets, and their customer service is top class (Sam). Little things like sending your pet a birthday treat really go a long way. We all have insurance for one reason, and that is for times of need. And that’s when you see the real side to insurers. My dog became unwell recently, and although the claim hasn’t been settled yet, their customer service has been top class, and I’ve been kept informed. Everyone worries about small print, etc., and the ways insurance companies get out of bits, but honestly, Napo doesn’t seem like that at all. They have been straightforward and crystal clear. I’ll hopefully update once the claim’s completed, but honestly, I can’t fault them at all. Even down to their vets' portal—simple and easy to use for vets. Took less than 5 minutes for my vets to register and complete the forms. So thumbs up from them too. Read more Read less

My beloved boy Zane, an exempt XL Bully 'type' dog, sadly went on his way over the rainbow bridge on 19/12/24. Napo has been nothing... My beloved boy Zane, an exempt XL Bully 'type' dog, sadly went on his way over the rainbow bridge on 19/12/24. Napo has been nothing but compassionate and has given fantastic customer service during this difficult time. Firstly, I received a beautiful pot plant from them with a message of condolence. Such a thoughtful thing to do. Considering my claim was over the Christmas period, it was dealt with efficiently, with minimum contact from them. My claim was completed on 10/01/25. My heartfelt thanks to all of the Napo team dealing with my claim, for making this difficult time a little easier for me. Their customer service is second to none. I would highly recommend them to anyone. Read more Read less