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
Informasjon om virksomheten
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
Could not thank the Napo team enough…
Could not thank the Napo team enough for the support they have given us after suddenly losing our 3 year old labrador Axel. They kept in regular contact via email, claims sorted swiftly and without hassle, took control of cancelling my policy. We also received a very thoughtful gift of a rose plant and card. I would highly recommend them to anyone wishing to insure their furry friends. Thanks again Napo
5. februar 2026
Anmeldelse skrevet uten oppfordring
Exceptional service again
Exceptional service again. Straightforward to claim and great communication . Thankyou😊
26. februar 2026
Anmeldelse skrevet uten oppfordring
Amazing Team, supportive and understanding. Highly recommend.
Napo have been amazing, we have been with them for a couple of years now for both our dogs.
Our eldest boy became really unwell a year ago and Napo supported us through and always made good the claims we submitted, nothing was too much trouble.
Sadly our Toby passed away on Friday 20th Feb 26 and Napo have yet again been amazing, supported any questions we had and today I have had a lovely and thoughtful gift from them.
A potted pink Rose plant with a card:
“ Dear Lynette, we are sorry to hear about your darling Toby, we know how much they mean to you and to Maisie. We’re keeping you in our thoughts and sending you our very best wishes. The Napo Team.”
26. februar 2026
Anmeldelse skrevet uten oppfordring
Outstanding Pet Insurance
Both my boys Freddie and Bertie are insured with Napo. I can’t recommend them highly enough. Bertie has recently been quite poorly. I was able to claim directly via the Vet. This made a very stressful time so much easier. Napo have been amazing. Their customer care is outstanding. I recently spoke to a lovely lady called Lou in regards to Bertie’s ongoing care and renewal. Lou answered all my questions promptly and fully.
I wouldn’t hesitate to insure with Napo! Freddie and Bertie will be with them for life!
An absolutely outstanding insurer. Thank you Napo x
26. februar 2026
Anmeldelse skrevet uten oppfordring
I highly recommend Napo
I highly recommend Napo
Pet Insurance they have been fantastic from start to finish. My sphynx cat Dobby got diagnosed with epilepsy. so we was constantly going to the vets, napo paid out very quickly within days every single time. there is an app too to keep track of where you are at with everything. My poor Dobby passed away suddenly last week and they have been brilliant so supportive, they have paid for his cremation no questions asked. thank you so much Napo honestly you have made this a little more bearable with no hassle. Thankyou again.
19. februar 2026
Anmeldelse skrevet uten oppfordring
I was worried about my cat …
I was worried about my cat and managed to get a video call within 15 minutes. Dr Ines was really knowledgeable and talked me through several things. I then got a treatment plan emailed to me within minutes. Hopefully this prevent me from having to take him to the vets. I was such a quick and easy process and would highly recommend Napo.
24. februar 2026
I had a question regarding worming…
I had a question regarding worming tablets for my puppy, the vet was fantastic. I requested an appointment at 6.15am, and got a slot for 6.45am. Absolutely brilliant service which put my mind at ease. I’m not a first time owner, but was delighted that the vet was a vet rather than the salesman style vet you tend to meet at practices. Thank you for your advice it was greatly appreciated
24. februar 2026
Svar fra Napo Pet Insurance
Hi, thanks for your review of the FirstVet service. We’re please that you were able to use it for your lovely pet and that it helped put your mind at ease. We love that we were able to provide additional peace of mind to our Napo members. 💙
Regards,
Moira from Napo
I didn’t even want to leave one star in…
I didn’t even want to leave one star in my opinion this company you should AVOID AVOID AND AVOID AGAIN. It’s a money making company who care nothing for your pets and use every little clause to get out of paying vet bills while gladly taking out £2400 a year for my dogs. Disgusting company and my lesson learnt. Shouldn’t be allowed to do this
24. februar 2026
Anmeldelse skrevet uten oppfordring
Svar fra Napo Pet Insurance
Thank you again for taking the time to share your feedback. We’re genuinely sorry to hear how disappointed and frustrated you feel, we completely understand how emotional situations involving our pets can be.
We did reach out to request further details so we could review your policy thoroughly and see how we may be able to help, but we haven’t received a response just yet. We’re still very much open to looking into this for you.
We want to reassure you that we never look for ways to avoid paying claims. All claims are assessed in line with the policy terms and the information provided by the treating vet, and our aim is always to be fair and transparent.
If you’re willing, please do get back in touch with your policy details so we can investigate this properly and provide a full explanation. We truly value the opportunity to review your concerns.
Lou
Customer Champ | Napo
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Thank you for sharing your feedback. We’re really sorry to hear about your experience and understand how upsetting this has been for you. 😔
We take concerns like yours very seriously and would like to look into your policy see how we can help. We have requested further details.
Our goal is always to support pets and their owners, and we appreciate the chance to address your concerns.
Lou
Customer Champ | Napo
Life cover cover is not worth it.
Was very happy with service etc till today when I received my renewal quote for lifetime policy as has gone from £250 to £820. Which is terrible I know sadly my dog has been diagnosed with epilepsy but meds only costing 390 a year that is almost double the treatment cost. Though it would go up but this is a joke and obviously to get out of lifetime cover so sorry that I even went out of the way to keep vet costs down I.e buying meds from online pharmacy not directly from vet etc even though made a bit more work. Wish I didnt now as still are taking the mick but at least know my yearly cost as I have done this.
23. februar 2026
Anmeldelse skrevet uten oppfordring
Svar fra Napo Pet Insurance
Thank you again and for sharing your experience and providing more details.
We understand how concerning it can be to see a change in premiums. At renewal your policy is based on a number of factor, not just individual claims, including your pet details such as age and breed. Overall veterinary cost inflation, claims trends.
In the meantime, I have personally contacted you via email discuss further and determine how I may assist you.
Lou
Customer Champ | Napo
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Thank you for reaching out and sharing your concerns. We’re really sorry to hear about the surprise with your renewal quote and understand how frustrating this must be. 😔
To make sure we fully understand your situation and can provide the best support, we have requested extra details to locate you.
Once we have this, we’ll review everything and get back to you as soon as possible.
Lou
Customer Champ | Napo
Great service
Easy, quick, comprehensive. Well done NAPO
23. februar 2026
Anmeldelse skrevet uten oppfordring
Svar fra Napo Pet Insurance
Hi Suzanne, thank you for your review, we’re so glad you liked our service. Please don’t hesitate to reach out if you need any further assistance. 💙
Regards,
Moira from Napo
Fair, transparent and extremely easy to live with
Writing this review having recently just cancelled my policy due to price just simply getting out of hand for my older dog. That said, I felt compelled to report the excellent, hassle-free service provided by Napo in the several years we were with them. My experience was of an honest, fairly-priced and extremely easy to work with company. Would not hesitate to recommend.
22. februar 2026
Anmeldelse skrevet uten oppfordring
Spoke to a vet within 20 minutes
Spoke to a vet within 20 minutes. The app was brilliant with features to make the consultation nice and easy. Settled my nerves and avoided a costly out of hours vet visit! 10/10
21. februar 2026
Svar fra Napo Pet Insurance
Hi Rosie, 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
impossible to speak to a person
impossible to speak to a person, no response to emails. no help when an owner is greiving
20. februar 2026
Anmeldelse skrevet uten oppfordring
Svar fra Napo Pet Insurance
Hi Rachael.
Thank you for taking the time to share your feedback. I’m sorry to hear that you found the process frustrating while supporting our mutual client, and that you experienced difficulty reaching a team member by phone. Having reviewed the matter, it appears there was some miscommunication during what were particularly sensitive and complex claims, which required a more tailored approach.
While we don’t operate an inbound phone line, we do provide a chat service. Our team reviews messages within one working day, often within just a few hours, so we can triage queries efficiently and ensure they reach the right team member as quickly as possible. Where a call is needed, we’re always happy to arrange one, although I appreciate that in this case that opportunity wasn’t taken.
I’m very sorry for the additional stress this situation caused you and your client, who we have also reached out to. We truly value the work you do, and we’ll be taking this feedback on board to improve how we manage similar cases in future.
Skye
The Napo Team
Dissatisfied with renewal increases
I have had no other experience with Napo other than purchasing insurance and renewing, so I can’t speak to claims handling. After my first year one cat’s insurance went up 50% for a claim due to something non-recurring that they paid a nominal amount on after our excess. This year the other cat’s insurance went up 50%. Healthy cats 4 year old cats, completely ridiculous premium increases. And virtually impossible to speak to anyone by phone. Chatbot was unhelpful to a comically bad degree. Thanks, but I’ll take my healthy cats without pre-existing conditions elsewhere for insurance.
20. februar 2026
Anmeldelse skrevet uten oppfordring
Svar fra Napo Pet Insurance
Thank you again and for sharing your experience and providing more details. We’re sorry to hear how frustrated you feel about the recent premium increases.
We completely understand how concerning it can be to see a significant change in price, especially when your cats are young and healthy. Premiums are reviewed at renewal based on a number of factor, not just individual claims, including overall veterinary cost inflation, claims trends across the wider pet population, and your pet’s age.
I have reached out to you. If you’re open to it, please feel free to message me back.
In the meantime, on the behalf of Napo, we wish you and your cats all the very best, whatever you decide.
Lou
Customer Champ | Napo
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Thank you for taking the time to share your experience, I’m really sorry to hear how frustrated you’re feeling.
While claims history can be one factor, renewal pricing is also influenced by rising veterinary costs, age, updated risk data, and overall trends. That said, I completely appreciate how difficult it is to see such a significant jump in premium.
I’m also sorry to hear that you found it hard to reach us and that the chatbot experience wasn’t helpful. That’s not the level of service we aim to provide, and your feedback genuinely matters.
Before you make a final decision, I’d really welcome the opportunity to review this properly for you. To do that, we have requested further information.
Once I have those details, I can carry out a review and reach out to you directly to see what options may be available.
We do value you and your cats, and I’d really appreciate the chance to help. 💙
Lou
Customer Champ | Napo
Easy to complete the online form
Easy to complete the online form, so much help from the team calling me and emailing me back so fast in completing the claim very good been with Napo for nearly 4 years now first time making a claim and it was so easy i was dreading it as i am not good on computers but it was so simple and the Napo team are fantastic way they help Thank you Napo team
20. februar 2026
Anmeldelse skrevet uten oppfordring
Svar fra Napo Pet Insurance
Hi Clare, thank you for your kind words, they mean a lot to us. Our goal is to make things as simple as possible, as we understand how difficult it can be when a pet is unwell.
It’s wonderful to hear that this is your first claim in four years since joining us, and having a healthy pet for that long is truly a blessing. If you need any other help, we're always here. 💙
Regards,
Moira from Napo
From start to finish with our claim…
From start to finish with our claim Napo kept us updated at every step of our claim and it was resolved in 5 days can not recommend this company enough 5 star rating
20. februar 2026
Anmeldelse skrevet uten oppfordring
Svar fra Napo Pet Insurance
Hi Peter, 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
Absolut scam
Absolut scam. Our dog had an additional tooth extraction, that was emergency, as the new tooth started to grow in the place of an existing tooth. Our claim was rejected due to the fact that her medical history didn’t mention teeth check within last 12 months, even though it wouldn’t be noticeable during the regular checks ( that took place). Again, it was emergency. This is ridiculous, as they can use the same reasoning for any other health failure. If your dog would have let’s say heart or kidney issue next year that requires immediate action/ treatment/ surgery, they would reject the claim using the same answer- that the body part wasn’t checked within last 12 months. It’s easy answer for them. The whole point of having the pet insurance is to be protected in case of unexpected health problems. Unless you have the full history of your dog’s full body organs done repeatedly every year, this insurance company doesn’t protect you from anything. Go to someone else.
20. februar 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 claims experience, please can you reply to the information request we’ve sent via Trustpilot? This so that we can ook into your case to see what's happened here. We'd love to see if there's anything we can do to improve your experience with us.
Best wishes,
Nikhil from Napo
-- UPDATE 20/04/2026 --
Hi there,
Unfortunately, we didn't receive the requested information for us to look into this.
Nevertheless, I'm really sorry that your experience wasn't what we'd hope for. When it comes to dental claims, as part of the policy terms, we must see that a dental check has been performed in the prior 12 months, to ensure that all pets have their teeth looked after and checked regularly to avoid any issues building up.
I'm sorry that you've had left but if you need us again, you know where we are.
Best wishes,
Nikhil from Napo
I would give them 0
I would give them 0 starts and question the reviews on here that have high rating. They look for any excuse not to pay out for procedures. They will give a cheap introductory monthly cover then double it if you've made a claim. We decided to have our dog get the care she needed because we were insured. It has cost us dearly financially as we are paying premium insurance fees and had our claim rejected. I urge you not to use them as its borderline theft.
20. februar 2026
Anmeldelse skrevet uten oppfordring
Svar fra Napo Pet Insurance
Hi there,
I'm so sorry that you haven't had the experience we'd hope for with us.
So that we can look into your experience, I've requested some further information via Trustpilot. Please do respond back as soon as you can so that we can look into this.
In the meantime, if you have any questions, please reach out to us at support@napo.pet, referencing this review so that we can help further.
Best wishes,
Nikhil from Napo
---- UPDATE 25/02/2026----
Hi Rags44,
Thank you again for taking the time to leave your review.
Unfortunately, we haven't received the further information I requested via Trustpilot, so I've been unable to look into your case.
With that being said, I'm sorry that you did not get the outcome you were hoping for. When we review each and every claim, we always adhere to our terms of policy, ensuring that we assess claims fairly and accurately. We also use the vet notes as the source of truth, so I'm sorry that we couldn't help you and your pup in this case.
As a side note, a lot of us at Napo are pet-parents as well, so we want to support each and every pet as much as we can!
If you ever need us again or have any questions, please don't hesitate to reach out. We're here to help.
Best wishes,
Nikhil from Napo
Brilliant vet submitted a claim on…
Brilliant vet submitted a claim on Thursday I paid my excess & the vet’s bill was approved by Napo less than 24hours later. I supplied my insurance details to the vet, they filled out the online portal. Takes the stress out of an already stressful situation .
19. februar 2026
Anmeldelse skrevet uten oppfordring
Svar fra Napo Pet Insurance
Hi Kim, we’re glad you found our claims process brilliant. We know how stressful it is to have a sick pet, so we want to make sure getting help is as easy as possible so you have one less thing to worry about. We hope your lovely pet is feeling better. 💙
Regards,
Moira from Napo
Exceptional empathy after the loss of…
Exceptional empathy after the loss of our beloved family dog, and Moira at Napo sent us a wonderful email outlining that next steps and how to claim. Was all cleared within 48 hours of the initial application. Thank you all at Napo
18. februar 2026
Anmeldelse skrevet uten oppfordring
Svar fra Napo Pet Insurance
Hi Simon, thank you for your kind words — they mean a lot. We’re truly sorry for the loss of your beloved pet. Offering the best support during this difficult time is the least we can do. Please don’t hesitate to reach out if there’s anything more we can do to help. 💙
Regards,
Moira from Napo
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