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... 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! Read more Read less

My 5 month old cockapoo puppy ate a sock - adult sock. It was out of hours so we had to get to an emergency... 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, Read more Read less

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