Such a brilliant service, Dr Janet was amazing, calm, very knowledgeable, and extremely helpful. Video call worked really well with consultant so Dr Janet could see how my dog was doing and asked ques... Vis mer
Vi bekrefter ikke spesifikke uttalelser siden en forfatters mening er hens egen, men vi kan merke en anmeldelse som "bekreftet" når vi kan bekrefte at det har vært kontakt med virksomheten. Mer informasjon
For å beskytte plattformens integritet vil alle anmeldelser på plattformen—bekreftet eller ikke—bli undersøkt av vår automatiserte programvare (tilgjengelig hele døgnet). Denne teknologien er designet til å identifisere og fjerne innhold som bryter med retningslinjene våre, deriblant anmeldelser som ikke er basert på en faktisk erfaring. Vi vet at vi ikke kan fange opp alt. Hvis du tror at vi har gått glipp av noe, kan du rapportere det. Mer informasjon
Se hva andre synes
Very easy and quick, the vet handled the claim directly and Napo covered 100% of costs. This removed a huge amount of worry and allowed me to focus entirely on my pet who was recovering after sur... Vis mer
The call was so helpful, and it being available 24/7 is incredible. If you have any worries and your vets are closed, you can get it confirmed if you need to pay for an emergency vet or not and then i... Vis mer
I submitted 2 claims for my dog recently. One was for medication from our own vet, and the other a continuation claim for Hydrotherapy, with another local practice. The medication claim was settled... Vis mer
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Om Napo Pet Insurance
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All about Napo
Named after the founder’s scruffy Dachshund, In 2021 we decided to make pet insurance better for owners like us and you. This means more value, less hassle, easy to understand policies, and super comprehensive cover.
Comprehensive insurance
Our £16,000 policy being named most comprehensive on the market by Which?. Plus our £8,000, £12,000 and £16,000 dog insurance policies have been recognised as a Which? Best Buy.
Fuss-free claims
Our claims are quick, easy, and all online. You can do it, or your vet can for you. We can also pay them directly. So you can focus on your pet, not the paperwork
Free video vet calls
You’ll get free 24/7 vet and behaviourist calls. So you can always get expert help when you need it.
Low excess
We have a low excess charge of £99 per condition, per policy year. And that’s for all policies!
We’ll call you
If there’s something you’re keen to talk to us about, speak to one of our fantastic customer champions and they’ll arrange to call you at no cost to you.
Kontaktopplysninger
2 Jubilee Place, SW3 3TQ, London, Storbritannia
- support@napo.pet
- napo.pet
Efficient, compassionate service.
I found the whole claims process very straightforward. Napo dealt directly with my vet, allowing me to focus on my dogs recovery from a very serious illness.
My claim was authorised for payment within 7 days following my vets initial contact with the insurers. Communication was excellent and I would highly recommend Tapo for their compassionate and efficient service.
3. januar 2026
Anmeldelse skrevet uten oppfordring
Svar fra Napo Pet Insurance
Hi Shirley, thank you for taking the time to leave your feedback, and we’re glad you felt well supported. Having a sick pet is stressful, and we want to be as transparent and supportive as possible, so you can focus on helping your lovely pet feel better. If you ever need our help again, don’t hesitate to reach out. 💙
Regards,
Moira from Napo
Fast and extremely easy
Fast and extremely easy, can’t thank NAPO enough for helping though a stressful time
29. januar 2026
Anmeldelse skrevet uten oppfordring
Svar fra Napo Pet Insurance
Hi Taff, thank you for your kind words. We’re glad we were able to help you and your lovely pet. If you need any further support, please let us know. 💙
Regards,
Moira from Napo
Such EXCELLENT and Professional…
Such EXCELLENT and Professional continued care for my pet from Napo Pet Insurance, with amazing easy claims form procedure.
Thank you so much Napo.
Plus a very big THANK YOU to Moira, for your excellent support from start to completion of my claim for Nellie !!
30. januar 2026
Anmeldelse skrevet uten oppfordring
Svar fra Napo Pet Insurance
Hi Timothy, thank you so much for your lovely review. At Napo, we’re a team of pet owners ourselves, so we truly understand how important it is to feel supported. That’s why we work hard to make our claims process as simple as possible while keeping you updated every step of the way. We’re always here if you or Nellie need any further help.💙
Regards,
Moira from Napo
Worth the money- claims are easy and…
Worth the money- claims are easy and paid out quickly. Takes some of the stress away from what can be awful time, when you're worrying about your pet being okay.
28. januar 2026
Anmeldelse skrevet uten oppfordring
Svar fra Napo Pet Insurance
Hi Rebecca, thanks for the great feedback. We know it must have been stressful when your lovely pet became unwell, and we know the last thing you want to be worrying about is chasing claims. We’ll be transparent and keep you updated every step of the way. If you ever need to speak to us again, please reach out on our online chat and social media. We’ll be happy to help! 💙
Regards,
Moira from Napo
Save your money in a savings account for emergencies instead.
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.
27. januar 2026
Anmeldelse skrevet uten oppfordring
Svar fra Napo Pet Insurance
Hi Faisal,
Thank you for taking the time to share your feedback.
I can see we did re-assess your claim for you however, your vets sent us a letter following the outcome of your claim confirming that dental treatment was recommended to you, although they clarified it was not life-threatening.
We have given them opportunity to clarify their notes however they confirmed that recommendations for dental treatment were provided both in January 2024 where they wrote "adv complete dental examination and treatmnet under ga, as p needs
to be checked. O happy to go ahead, will send an estimate to ow" and in March 2025 when they noted "gingivitis" was present in the clinical history and wrote "Dental recommended".
As you did not get this dental treatment carried out until October 2025, this is 7 months after the most recent recommendation.
Our policy used to be that dental treatment had to be carried out within 3 months of recommendations but we extended this to 6 months. However, as this treatment took place at least 7 months after the most recent recommendation in March 2025, but the vets also confirmed recommendations were made in January 2024, we are unable to cover this under the terms of your policy.
We understand it is disappointing when claims are not covered but it is important we apply our policy wording in the same way for all our customers to ensure we are treating everyone fairly.
Thank you for your feedback and understanding.
Take care,
The Napo Team
Straightforward, hassle-free, excellent service
My first ever time needing to claim on pet insurance. My dog unexpectedly needed some dental work after my vet recommended a scale and polish, which resulted in a number of teeth being extracted and a few more vet visits. My vet submitted a claim to Napo today and by the end of the day, Napo have accepted the claim and agreed to pay. Extremely straightforward and hassle free, making what has been a tough time a bit easier
27. januar 2026
Anmeldelse skrevet uten oppfordring
Svar fra Napo Pet Insurance
Hi Shannon, thank you for your great review. We know how stressful visiting the vet can be, and while we can’t always take the worry away, we do aim to make our process as straightforward as possible. We’re glad you felt supported, and we hope your lovely pet is recovering well after the tooth extraction. 💙
Regards,
Moira from Napo
My golden retriever
My golden retriever, Herbie, has been undergoing a series of consultations and examinations to try and resolve a complex lameness issue on one limb .On each occasion when we have had to forward a claim to NAPO as part of the continued treatment insurance cover, they have responded clearly , professionally ,speedily and with understanding together with a clear explanation regarding any slight delay in processing the claim whilst they seek further information .An excellent service without fault and very reassuring giving confidence in an insurance world when so many negative experiences elsewhere are experienced .Well done NAPO.
21. januar 2026
Anmeldelse skrevet uten oppfordring
Svar fra Napo Pet Insurance
Hi Nicholas, we think it’s really important to make the claims process as simple as possible, and keep you updated at all times. You and Herbie should be spending time chasing toys and tails, not claims. We hope they’re on the mend, and we’re here if you need to get in touch. 💙
Regards,
Moira from Napo
Used the free FIrstvet online vet as we…
Used the free FIrstvet online vet as we were concerned for our dog following her spay. The vet was fantastic, very thorough and helped to alleviate our concerns. Would definitely recommend this service to any pet owners.
25. januar 2026
Svar fra Napo Pet Insurance
Hi Mark, the FirstVet service really is amazing, isn’t it! We’re so glad it gave you peace of mind, and we hope your lovely pet is feeling better. Give them a fuss from us. 💙
Regards,
Moira from Napo
Excellent service
After a years cover, my dog became ill and needed a vet. Napo offers unlimited face to face vet appointments. It was very easy to book an appointment. Lots of times to choose from. The call itself was great and the vet was lovely, even though I was a bit nervous. I 100% recommend Napo pet insurance.
26. januar 2026
Svar fra Napo Pet Insurance
Hi Dylan, it’s definitely great to have unlimited consultations with a vet in the comfort of your home. We’re glad you find the service helpful. We hope it has brought you peace of mind and that your pet is on the mend. We’re always here if you need any other help. 💙
Regards,
Moira from Napo
Exemplary service
I started a claim for my dog’s treatment with Napo and received confirmation of a payment on the same day!
Their customer service was exemplary from start to finish. Every communication was sent with care and a personal touch.
I can’t praise them highly enough.
26. januar 2026
Anmeldelse skrevet uten oppfordring
Svar fra Napo Pet Insurance
Hi Karen, thank you for such a lovely review. It’s important to us as pet owners and a business that our members are receiving the best care We’re so pleased to have you and your lovely pet in the Napo family. If you need to contact us again, please don’t hesitate to reach out via our online chat or social channels. 💙
Regards,
Moira from Napo
Very helpful staff
Very helpful staff. Easy to navigate the portal to complete the claim. Thankyou so much, Jasmine is making a good recovery from her surgery :)
26. januar 2026
Anmeldelse skrevet uten oppfordring
Svar fra Napo Pet Insurance
Hi Stephen, we’re happy to hear that you find our service helpful and that our portal is easy to navigate. We wanted to make things as simple as possible so you can focus on Jasmine’s recovery, and we’re glad that you felt that. Please give Jasmine a hug from us for being so brave during her surgery. Should you need any other help, don’t hesitate to let us know. 💙
Regards,
Moira from Napo
I found it extremely easy to claim
I found it extremely easy to claim, beyond my expectations
21. januar 2026
Anmeldelse skrevet uten oppfordring
Svar fra Napo Pet Insurance
Hi Ms Saika, thank you for your review. We’re happy to hear that you find our claims process extremely easy. It’s important to us to make the process as simple as possible, and we’re glad we came through for you. We hope that your lovely pet is recovering well. 💙
Regards,
Moira from Napo
Excellent company to deal with ,very…
Excellent company to deal with ,very quick response, very helpful and courteous, I will be sticking with them and highly recommend, in the jungle of pet insurance this is one of the best
26. januar 2026
Anmeldelse skrevet uten oppfordring
Svar fra Napo Pet Insurance
What a lovely review, Isabelle - thank you! We’re really pleased that we were able to help you and your lovely pet. Please pass on a belly rub from us! 💙
Regards,
Moira from Napo
staff very friendly and helpful
25. januar 2026
Svar fra Napo Pet Insurance
Hi Maccy, the FirstVet service really is amazing, isn’t it! We’re so glad it gave you peace of mind, and we hope your lovely pet is feeling better. Give them a fuss from us. 💙
Regards,
Moira from Napo
My dog was feeling unwell today and my…
My dog was feeling unwell today and my regular vet was not open. I just needed some advice and second opinion on what to do. I then remembered that I could use FirstVet. I don't use them often, but its great that you can book someone who can is available normally within 1 hour. The languages the vet speaks is also listed for people who have preferences. I have always had good advice that would last until I could see my regular vet
25. januar 2026
Svar fra Napo Pet Insurance
Hi Ngozi, we think the FirstVet service is super, and glad you do too! We hope it’s taken some of the stress out of your lovely pet being poorly and given you some extra peace of mind. If there’s anything else we can do to help, do get in touch. 💙
Regards,
Moira from Napo
Straightforward and simple process
Really simple way to claim, great communication all the way through and our claim was paid quickly.
10. desember 2025
Anmeldelse skrevet uten oppfordring
Svar fra Napo Pet Insurance
Hi, thank you for your feedback. We know it’s important to be kept in the loop throughout the process, and we’re happy to hear that you find it great. We hope your lovely pet is on the mend. Don’t hesitate to contact us if you need any other help. 💙
Regards,
Moira from Napo
Prompt, efficient and caring service
Our dog Max had to stay overnight at an animal hospital as our vet does not have 24 hour nursing. The hospital were slow to submit the claim but once submitted Napo immediately let me know and approved the claim within 2 hours. They also tied the hospital bill up with my vets claim so that we only had one excess deducted. We were kept advised every step of the way and felt that the team really do care about how Max is doing. I will definitely recommend Napo to our friends and family.
22. januar 2026
Anmeldelse skrevet uten oppfordring
Svar fra Napo Pet Insurance
Hi Mrs Gardner, we think it’s vital that we can keep you in the loop at every stage, no matter what you’re contacting us for. We’ll always keep you in the loop, and do what’s best for Max. If you need to get in touch again, don’t hesitate to reach out on our online chat, or social media. 💙
Regards,
Moira from Napo
8 fold increase in premiums - over 2 years
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!
23. januar 2026
Anmeldelse skrevet uten oppfordring
Svar fra Napo Pet Insurance
Hi Mike,
Thanks so much for taking the time to leave your feedback.
We really appreciate it as it helps us improve as a company.
I’m sorry to hear your renewal quotes were not as expected and I can completely understand why you’d want to discuss this further.
I’ve requested some information from you via TrustPilot so I can review your case properly.
In the meantime, if you need any support please do reach out on support@napo.pet.
All the best,
Megan
Unexplained renewal price hikes
This company is good on first years booking but renewal prices are crazy and totally unexplained. My cat insurance increased by over £100 (over a third) having not made any claims and no one at the company was willing to discuss the costs with me. I kept being told ‘prices are non negotiable’ even though my other cat (also insured with them) only went up by £20.
This company is money grabbing. Watch out.
23. januar 2026
Anmeldelse skrevet uten oppfordring
Svar fra Napo Pet Insurance
Hi there,
Thank you for taking the time to leave your review.
So that I can look into your case and see what's happened, I've requested some more information. Please do reply back ASAP so I can look into your experience with us.
If you have any further questions, please don't hesitate to reach out to us at support@napo.pet, referencing this review.
Best wishes,
Nikhil from Napo
Very good communication from the start…
Very good communication from the start of my claim and paid out within 3 days of submitting
22. januar 2026
Anmeldelse skrevet uten oppfordring
Svar fra Napo Pet Insurance
Hi Sarah, thank you for sharing this. We know how important it is to keep you updated, and we understand that it’s never easy when a pet is unwell. We’re really glad to hear you’ve found this helpful, and we hope your lovely pet is feeling better now. 💙
Regards,
Moira from Napo
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