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Debora P

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Review of the Napo, Pet insurance:

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Avoid - they twist vet notes to deny legitimate claims

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

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