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
Renewal price shock.
Again, like the many reviews on here my dogs insurance has gone from £60 per month to a whopping £109 per month! While I understand that premiums may rise as pets age & due to inflationary pressures, the increase from £60 to £109 represents an uplift of over 80%, which feels disproportionate when compared to the 5–20% annual cost increases referenced in their chat bot email response. Won’t be renewing as find this disgusting.
10. februar 2026
Anmeldelse skrevet uten oppfordring
Svar fra Napo Pet Insurance
Thank you for taking the time to provide more details. We can now see you’re already in touch with one of our lovely customer champs, but in the meantime, we completely understand why you’re frustrated and would like to explain:
Premiums can rise as pets get older, due to broader inflation, vet cost changes, and factors like your pet’s breed. We completely appreciate that an increase can still feel disproportionate.
We hope you find the support you’re receiving helpful, and even if you decide not to renew, we want to make sure you feel fully informed before making that choice.
Thank you again for sharing your feedback, it really does help us improve. ❤️
Lou
Customer Champ | Napo
------------------------------------------
Thank you for taking the time to leave your review, although we are really sorry to read of your experience.
We have requested some further information so that I can look into this. Please do reply back so we can take a look.
Lou
Customer Champ | Napo
Poor policy and customer service
Napo ups their prices like nobody else. I’ve never had a claim and my insurance started off at £25 a month, next year they upped it to £44 and now they were going to increase it monthly by another £20…
Their reason? Inflation…
What inflation? Pet insurance inflation? The cost of veterinary care?
The cost of vet care have been a scam since forever, it’s not only just recently gone up..
I’m glad I had a look at alternatives cause I found a company that offer better cover for less.
I’m glad I moved away from Napo and onto a more honest and customer focused brand.
Additionally, I cancelled my policy before the payment was due and they proceeded to take the payment. I contacted them to ask for this refunded which they said will take 3-5 days. It’s been over a week and I’ve still not been refunded, and now they’re not responding to me.
Shocker
Over all -5 stars on customer services and general services
I give a 2 star review as I’ve never had to make a claim with them so not sure how they handle claims.
Update:
I’ve had an update from Napo informing me that I will recieve a £27 refund. Apparently this is the pro-rata refund - to be completely honest, I cannot be bothered with this anymore.
It’s constantly the big companies taking £16 off the customer.
I cannot recommend Napo, not their policy and would recommend potential new customers to have a look around before getting fooled by the fancy exterior of Napo.
This review will be removed by trustpilot and Napo, which is the only reason the company has such a high score.
2. februar 2026
Anmeldelse skrevet uten oppfordring
Svar fra Napo Pet Insurance
Thank you for your update. We are deeply sorry that you feel this way. To clarify, if a policy is cancelled mid-term, a pro-rata refund is issued for the unused period. This means you’re only refunded for the time after your cover is no longer needed.
Please be reassured that we would never seek to remove a review, as we welcome policyholders opinions; they help us improve.
If you need any further support please email us at support@napo.pet
Lou
Customer Champ | Napo
------------------------
Thank you for taking the time to leave your review, although we are really sorry to read of your experience.
We have requested some further information so that I can look into this. Please do reply back so we can take a look.
Lou
Customer Champ | Napo
Excellant service
Excellant service
Dealt with claim very quickly
9. februar 2026
Anmeldelse skrevet uten oppfordring
Svar fra Napo Pet Insurance
Hi Karen, we’re glad we were able to help you with your claim. Don’t hesitate to reach back out if you need any other help.
💙
Regards,
Moira from Napo
If I could choose no stars I would
If I could choose no stars I would. I have twice attempted to take out insurance for one of my dogs. Once I cancelled in error so submitted a further policy cover request via a comparison site. I paid in full for a year and was advised by Napo the first time (when I eventually managed to speak with them by email...after days of back and forth on the chat-bot), that the direct debit would be set up from this payment method. I was then bombarded with emails that I assumed was about the first policy I cancelled, but then, when I checked my dashboard, despite the second policy showing as active, it was actually not, when you looked at the payment information - this payment had been declined (not cancelled by me, and there was no account issues when I checked with my bank), so I can only assume it is an infrastructure issue. My dog has now been uninsured as a result of this for one whole month!!!! When I attempted to contact Napo today...it has been three hours despite a promises of a call back because of the context detailed above. I also sent messages via the chat-bot and these have all since been deleted?
Please, for the sake of your wellbeing and piece of mind, do not go with this company - they are inaccessible when you really need them and have caused such a concern regarding the welfare of my dog!
9. februar 2026
Anmeldelse skrevet uten oppfordring
Svar fra Napo Pet Insurance
Update 18th Feb:
Hi Holly,
I can see that you’ve been assisted and have spoken with us. No further action is required at this time.
Your feedback is important, and we’ll be reviewing it internally to see how we can improve accessibility and support for our customers in the future.
Best regards,
Lou
Customer Champ | Napo
----------------------------------------
Hi Holly,
Thank you for taking the time to leave your review, although I'm really sorry to read of your experience.
I've requested some further information so that I can look into this. Please do reply back so we can take a look.
Best wishes,
Nikhil from Napo
Saturday night worry - fixed
Realised my pet had a problem with her paw late evening on a Saturday, was wondering if a trip to emergency vet was necessary. However remembered I was covered for video vet consult, so went on line. Delighted I get an appointment within 30 minutes. Consultant vet called on time and was friendly and caring . As a result of her advice I was able to treat at home and avoid expensive call out.
7. februar 2026
Svar fra Napo Pet Insurance
Hi Andrew, thank you for your review of the FirstVet service. We’re so pleased you were able to use it for your lovely pet and that it helped ease your Saturday night worries. We love being able to provide extra peace of mind to our Napo members 💙
Regards,
Moira from Napo
Made one claim and policy went from £42…
Made one claim and policy went from £42 to £85 a month. Also referred a friend and could not use the Amazon voucher as the code was invalid. Napo not interested and would not resolve the matter. Very disappointed with this company. Nicola Copping
7. februar 2026
Anmeldelse skrevet uten oppfordring
Svar fra Napo Pet Insurance
Update 18th Feb:
I can confirm that we have reviewed this matter with no further action required.
Should you require any additional assistance, please do not hesitate to contact us at support@napo.pet.
Kind regards,
Lou
Customer Champ | Napo
---------------
Hi Nicola,
I'm sorry that your experience wasn't up to expectations with us.
We're going to take a look into this!
In the meantime, if you need us please reach out at support@napo.pet.
Best wishes,
Nikhil from Napo
Why such a massive price increase
Up until now, I have been very happy with Napo, even though last year the premium increase was high, we stuck with them, this year, we have had a price increase of 48.97% for one of our cats, and 32.19% for our other cat, combined this is a yearly premium of £1,345.44, I am hoping this is either a joke, or a mistake in our premium renewal. I am waiting for a full breakdown from Napo of why the increase is ridiculously high.
EDIT - I have had a reply from NAPO with an insufficient reason as to why the massive increase (they state commercially sensitive reasons, in other words, blatant ripping off and they dont want to explain themselves), we will therefore be cancelling our policy, as others have said £1345 a year into a high interest account will go towards any VET fees we may incur.
God only knows what the price increase will be next year
6. februar 2026
Anmeldelse skrevet uten oppfordring
Svar fra Napo Pet Insurance
Update 18th Feb:
I’m really sorry to hear that you feel the renewal increase wasn’t explained to your satisfaction. I completely understand how a significant rise like this can be frustrating.
Renewal prices are based on many factors, including vet costs, claims trends, and the age or breed of your pet. Some of these elements are considered commercially sensitive, which is why we can’t always share detailed specifics. I appreciate that this may not feel ideal, and I’m genuinely sorry it has left you feeling unhappy.
We understand your decision to cancel, and we respect it. If you change your mind in the future, we’d be happy to welcome you and your pet back.
Thank you for having been a part of Napo, and I wish you and your pet all the best.
Kind regards,
Lou from Napo
-------
Hi Linda,
I'm sorry that the renewal price has come as a surprise.
When we price policies, we're essentially calculating the risk going into the next year and price it accordingly.
We take a number of factors into account when we price a policy - a pet's age, breed, gender, location as well as vet fee inflation and any claims that have been made. We combine these together to come to the final price, ensuring it's as accurate as possible for the year ahead. We're here to support you when the unexpected happens, which is why we take pricing so seriously.
I've replied back to your email - please have a read and let me know if you have any questions there.
Best wishes,
Nikhil from Napo
Profiteering
As existing customer I find the messaging bot,annoying,ineffective and time consuming whilst failing to answer the question asked. I have now entered the nine year old dog zone and not only has the premium jumped to a level of blatant profiteering but I also am now expected to pay 20% of any claim on top, further her cover has been reduced by Napo. No claims made.
5. februar 2026
Anmeldelse skrevet uten oppfordring
Svar fra Napo Pet Insurance
I’m really sorry to hear about the frustration you’ve experienced. 💛
I completely understand how the increase in premium, the introduction of a 20% contribution on claims and be upsetting.
Renewal pricing is influenced by factors such as age, breed, and general veterinary trends, which can unfortunately lead to higher premiums as pets get older. I completely understand that this doesn’t make things any easier, and I’m truly sorry it has left you feeling this way.
I really appreciate the time you spent with us on the call to go through everything, and even more so for being a valued customer.
I hope you found our chat helpful with a clearer picture of your options moving forward. To clarify, there have been no reductions to your policy, and we still provide dental cover.
Best regards,
Lou from Napo.
------------
Hi Elaine,
Thank you for taking the time to leave a review.
We're going to take a look into this to see what's happened.
In the meantime, if you need anything, please don't hesitate to reach out.
Best wishes,
Nikhil from Napo
I've been insured with Napo now for 4…
I've been insured with Napo now for 4 years and they have been super with speed and processing of my pet vet bills.
I would urge anyone with a pet to insure them first and foremost, and I recommend Napo over other insurers I have used before. I have used other insurers with previous pets and found them terrible and slow when needing to claim. Napo have been amazing. Thank you
5. februar 2026
Anmeldelse skrevet uten oppfordring
Svar fra Napo Pet Insurance
Hi Kate, we think it’s really important to make the claims process as simple as possible, and keep you updated at all times. You and your lovely pet 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
Great service
I have been insured with Napo for a few years now and they have always paid promptly when I've claimed. Although my monthly payments are higher than before, its been worth it for the service provided. Especially with on going issues, you only pay the first £99. I hope this great service continues!!
2. februar 2026
Anmeldelse skrevet uten oppfordring
Svar fra Napo Pet Insurance
Hi DJ, we’re so happy to know you find our service worth it! As pet owners ourselves, we understand how important it is to help our lovely pets recover. That’s why we’ve made our claims process as prompt as possible, so you can focus on supporting your pet’s recovery. We’re glad you felt that. 💙
Regards,
Moira from Napo
Beware of insane premium hikes
Beware of insane premium hikes, I have never had such a huge increase in price from any other company and I wouldn't have said their customer service was deserving of it (a lot of queries are answered by a bot/AI and not a human which is incredibly disappointing to see). My cats insurance went from £26 pound a month to £88 and I had only made two small value claims amounting to roughly £300 total in the previous year. That is daylight robbery and extremely disappointing. I know premiums increase but that is not reasonable no matter what standard excuses they will give like vet costs increasing, age etc. Almost quadrupling premiums is not on.
5. februar 2026
Anmeldelse skrevet uten oppfordring
Svar fra Napo Pet Insurance
Update : 18th Feb
Thank you for sharing your experience. I’m really sorry to hear how upsetting this has been, I completely understand how a jump from £26 to £88 per month can feel shocking, especially after only a couple of claims.
Renewal premiums are influenced by many factors such as age, breed, claims trends, and veterinary cost increases, which can sometimes result in rises as pets get older. I completely understand that this doesn’t make it any easier to manage, and I’m truly sorry it has left you feeling frustrated.
I also appreciate your feedback regarding our chatbot and the difficulty in reaching a human quickly. We know that speaking to someone directly can make a big difference, and your comments will help us improve how we support customers in the future.
While I understand this increase is not what you expected, I’m happy to go through your policy and explain the renewal in more detail if you like, as well as explore any options that might help make it more manageable for you.
Feel free to reachout to support@napo.pet. Thank you for being a valued customer, and I’m here to help however I can.
Best regards,
Lou from Napo
---------------
Hi there,
Thank you for taking the time to leave your review, although I'm sorry your experience wasn't as expected.
I'm going to take a look into this. So that I can, please do reply back to our information request.
Best wishes,
Nikhil from Napo
Napo - amazing dog insurance
⭐⭐⭐⭐⭐
My 8-year-old Rottweiler, Bebe, had her annual vet check-up and booster vaccinations, during which gingivitis was discovered in her teeth.
I contacted Napo and spoke with Fiona, who was absolutely brilliant. She was professional, kind, and genuinely understanding, and it was clear she truly cared about my beloved dog. Dental issues aren’t always covered by insurers, but Napo do cover dental disease such as gingivitis, which was a huge relief.
My case was slightly more complex as I requested pre-authorisation, which couldn’t be 100% guaranteed. However, Fiona reassured me throughout and kept me fully informed. Like many pet owners, Bebe’s initial check-up was part of my vet’s pet plan, and Fiona took the time to understand the full situation.
Once Bebe had her procedure, Napo approved the claim and reimbursed me the very next day—super efficient, friendly, and seamless service. Most importantly, they genuinely cared about my precious girl.
Napo is worth every penny I pay to insure Bebe.
A huge thank you to Napo, and especially to the lovely Fiona—I’m truly grateful.
4. februar 2026
Anmeldelse skrevet uten oppfordring
Svar fra Napo Pet Insurance
Hi Lois, we’re so glad you had a great experience with Fiona, and thank you for sharing it with us! We hope Bebe is feeling better, and give them a cuddle from us. 💙
Regards,
Moira from Napo
Napo has been the easiest insurance…
Napo has been the easiest insurance company i have ever dealt with. Over the years i have had insurance for my pets with tesco/direct line/pet plan/ nfu to name a few and they have made making a claim more hassle than. Was necessary. With napo my xl bully had a hind limb lameness issue and vets assessed diagnosed with hip dysplasia. Napo dealt with everything quickly and efficiently and kept me up to date throughout. My little frenchie is currently in the specialists and again Napo have been fantastic throughout this upsetting time and taken away the added worry of limiting exceptional care due to cost. I would highly recommend Napo to anyone that is looking for no nonsense pet insurance. Currently have 3 dogs insured with them and whilst the monthly premium is slightly more than others. It genuinely worth the extra £ each month to know that if the unthinkable happens and your pet becomes ill they are there to help every step of the way. Thank you Napo.
4. februar 2026
Anmeldelse skrevet uten oppfordring
Svar fra Napo Pet Insurance
Hi Tanya, thank you for your kind words. As pet owners, we understand how worrying it can be when a pet is unwell, so providing support every step of the way and making our claims process as easy and informative as possible is our priority. We’re glad we came through for you. If you or your lovely pet ever need any other help, not just with claims, please don’t hesitate to reach out. 💙
Regards,
Moira from Napo
I’m genuinely blown away by Napo
I’m genuinely blown away by Napo. I’ve been with them for three years and had to make my first claim last week after my dog injured his eye on a thorn and needed surgery. The claim was submitted and processed within 48 hours. The team at Napo communicated everything clearly and efficiently. During a very stressful time, they handled everything with real professionalism and compassion.
2. februar 2026
Anmeldelse skrevet uten oppfordring
Svar fra Napo Pet Insurance
Hi Samuel, we’re glad you found our claims process efficient . 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
Be very careful when insuring your pet
Be very careful when insuring your loved pet: Three-year-old dog, zero claims, yet our renewal premium jumped 26.6% in a single year. When challenged, we were told pricing is strictly non-negotiable, there are no loyalty or no-claims benefits, and the only options are to accept the increase, reduce cover (restart a new policy), or leave. Multiple explanations were given, but none addressed fairness or long-term affordability. We will renew only to avoid losing cover for existing conditions, and only after raising a formal complaint. If you’re considering this insurer, be aware that steep early increases can compound quickly, once you’re locked in, you have very little leverage.
3. februar 2026
Anmeldelse skrevet uten oppfordring
Svar fra Napo Pet Insurance
Update: Thank you for your follow-up, and we completely understand why it might feel like your private emails are being delayed while public comments get a quicker response. We are really sorry if it has felt that way, that’s never our intention.
We respond quickly to public posts to let you and others know that we’re aware of your concerns and taking them seriously, even while a full review of your private message is underway. However, sometimes it can take a little longer to get back to you, as our team needs to carefully review the details of your message and policy to provide an accurate and thorough response.
We really value your patience.
Lou
Customer Champ | Napo
--------------------------------------------------
Thank you for sharing your feedback. We are really sorry to hear that you’re frustrated with the increase in your premium.
At Napo, we always aim to make our pricing fair, but we know that sometimes renewal costs can increase due to wider factors like vet costs, risk assessments around the breed and your pets age.
We understand that this doesn’t make things any easier, and we really appreciate that you’ve already reached out to us, thank you! Our team is reviewing your query, and we’ll get back to you with a detailed response as soon as possible.
We really appreciate your patience and want to make sure everything is clear.
Lou
Customer Champ | Napo
Ridiculous premium increase
I've cancelled the auto-renewal of my policy with Napo.
After four years as a loyal customer, they have proposed to increased monthly premiums by 300%.
My pet has no pre-existing nor ongoing conditions. They had 2 claims last year (the first time I've ever claimed) for diagnostics for an issue that was short term and not ongoing. The vet themselves confirmed this in writing.
It's incredibly cynical to increase premiums to such an extent the moment someone makes a claim.
3. februar 2026
Anmeldelse skrevet uten oppfordring
Svar fra Napo Pet Insurance
Update 18th Feb
Thank you for sharing your experience. I completely understand how upsetting it must be to see your premium increase.
Renewal prices are influenced by factors such as age, breed, claims history, and rising veterinary costs, which can sometimes lead to increases as pets get older. I know this doesn’t make it any easier to manage, and I’m truly sorry it’s caused you frustration.
I can also see that you’ve spoken with us recently, and I hope you found that conversation helpful in explaining your options and giving more clarity on the renewal.
Thank you for being a valued customer, and I’m here to support you however I can.
Kind regards,
Lou from Napo
------------
Hi there,
Thank you for reaching out and leaving your review!
I'm sorry about your renewal experience with us.
So that I can take a look into it, I've requested some further information via Trustpilot. Please do respond back there so that I can investigate.
If you need us in the meantime, please reach out at support@napo.pet.
Best wishes,
Nikhil from Napo
Excellent 5* service
I started the claim on line, Marta and her team did the 'vet' bit. The two lovely ladies dealt with a quick enquiry and Sarah from the assessment team went through the claim later that day. A email was received from Sarah to say all had been checked and approved pyt was due to be made the following day. Happy me Happy Fraggle
2. februar 2026
Anmeldelse skrevet uten oppfordring
Svar fra Napo Pet Insurance
Hi Jane, we’re so glad you had a great experience with Sarah, and thank you for sharing it with us! We hope your lovely pet is feeling better, and give them a cuddle from us. 💙
Regards,
Moira from Napo
Amazing service from Napo
Amazing service from Napo! We had to use an emergency out-of-hours vet as well as our own vet for treatment for our dog Milo. Both vets were able to use the claims process through the Napo portal & the two invoices were treated as a continuation claim so we only had to pay the excess once. I’m so impressed with the communication & efficiency of Napo, the claim was agreed & paid within days. Thank you for a great service.
20. januar 2026
Anmeldelse skrevet uten oppfordring
Svar fra Napo Pet Insurance
Hi Roselyn, thank you for such a lovely review. It’s important to us as pet owners and a business that our members are kept in the loop through every (and any) stage of their time with us, even for continuation claims. We’re so pleased to have you and Milo 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
Absolutely amazing service
Absolutely amazing service. Our dog was treated at the vets and the claim was handled instantly the next day. Would definitely recommend to anyone considering insurance for their pet.All communication’s were excellent.
29. januar 2026
Anmeldelse skrevet uten oppfordring
Svar fra Napo Pet Insurance
Hi Richard, thanks for the great feedback. We know it must have been stressful when your lovely dog 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
First ever claim on an expensive policy…
First ever claim on an expensive policy (7 year old dog). So impressed - such a speedy turnaround. All sorted within 24 hours. Two items excluded from reimbursement - one a liver pate which I hadn't realised was in my claim, and was absolutely correctly excluded. The other a urine test - I asked them to review this decision as it was implicitly part of the episode I was claiming for. They did, and included it for reimbursement. Claim process remarkably straightforward. Will recommend to friends
30. januar 2026
Anmeldelse skrevet uten oppfordring
Svar fra Napo Pet Insurance
Hi Badgers, we’re happy to hear that you’re impressed with our claims process. We do our best to make things as easy as possible because we know how important it is for your pet to recover, and our goal is always to support that. We’re glad we came through for you. 💙
Regards,
Moira from Napo
Dette er Trustpilot
Alle kan gi tilbakemelding på Trustpilot. De som skriver en anmeldelse, har rett til når som helst å redigere og slette den. Enhver publiserte anmeldelse er synlig så lenge en tilknyttet konto er aktiv.
Virksomhetene kan automatisk be kundene om anmeldelser, og disse blir bekreftet som faktiske opplevelser.
Lær mer om andre slags anmeldelser.
Vi har et eget team og smart teknologi som beskytter plattformen vår. Finn ut hvordan vi motvirker falske anmeldelser.
Lær om anmeldelsesprosessen på Trustpilot.
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Det kan gi en skjev TrustScore å tilby belønning for eller be bare enkelte kunder om å skrive en anmeldelse, og dette går imot retningslinjene våre.