Napo Pet Insurance Reviews 

Great service. Repeat prescriptions for our dog are paid within a couple of hours of claiming. Efficient as always. Thank you!

Near impossible to speak to a human. Frustrating Bot customer service ?!

Having access to this service was so reassuring. The vet was thorough and was able to reassure us, thankfully, that all was okay.

Booked a video call with a vet .. she rang exactly on time , was extremely helpful and the whole process was flawless !
Highly recommended

Initially I had to pay the vet fee in full and then a £21 admin fee for the vet to start the claim, but once that was done, Napo processed the claim within 48 hours - very pleased with the claim being approved so quickly. Thanks Napo!

Very helpful and kind hearted insurance company, especially Lorna. Easy to deal with and claims for my dog have been processed and approved within hours. Would recommend Napo to everyone

Excellent company to deal with. Our dogs claim was paid in full very quickly by Napo.

napo has been absolutely brilliant!!

I cannot recommend enough. They paid out claims with no fuss at all, even though payments exceeded premiums. Engaging them via their portal is hassle free and there is a true customer care team behind the scenes. They are also fast in responding and paying.

I never expected such a good experience from pet insurance.

It's unfortunate I had to make a claim. my doggy had a lump to test for cancer. We went ahead with the procedure. Vet filled out all details on my behalf. Received an email from Napo about 2 hours later that they will pay for the test. Never made a claim beforehand and didn't think I would get anything and such a quick reply. Obviously they care for your pets wellbeing. Thanks.

Handled claim ok are initial confusion with vets asking for excess payment. However the real problem came to when it can to renew. Price had already gone up from £100 to £185 per month last year which I thought was a lot. This year I nearly fell of my seat when a bill of £600 per month came in. Had to raise with ombudsman as clearly they don't treat customers fairly. I presume trying to drive me away as I had the audacity of making a claim.

Having been with Napo for around 6 years now I find them reliable with claims and customer care team very helpful. Cost wise my premiums have rocketed but I don't think any other insurers are different. What I like about Napo is they cover dental and both my dogs only big claims have been for this issue. The other thing I like is the use of First Vet, an online vet that can be contacted face to face via a mobile phone. This offers out of hours (24hr) veterinary advice from a qualified vet. Benefits are mind at ease and next approach for the issue concerned with. It's free to use (included in your insurance), therefore sometimes avoiding vet bills. Sometimes our fur babies panic us and you don't know what to do eg my dog had a server flare up in his eyes on a Sunday evening. First Vet were able to help me by asking questions and seeing my dog via my camera phone. Told me how to treat his eyes and go to my vets Monday if no improvement. This saved me the rush to an emergency vet on a Sunday evening. Obviously if it's an emergency it won't help.

Reassurance from the vet. Very grateful for sound advice.

Very easy to book appointments with the First Vet app and lots of different time slots to suit my needs .

And what a lovely , friendly and knowledgeable vet I got to speak with too.

Has saved me the hassle and the challenge of taking our cat dear Millie to the vets for something that could be dealt with online .

Thank you so much First Vet and Napo Insurance .

Best wishes ,

Dr. Ken Chui

From start to finish my experience with napo was effortless. They dealt with my claim directly with vet and only asked me a couple of questions. They authorised my claim and paid me the same day. Excellent and efficient customer service. Highly recommend this company to anyone that needs pet insurance.

Well I didn’t have to worry about anything other than my Pet Kylo It was all taken out of my hands The Vet and NATO sorted my claim It was so so easy A big Thank you to the Fantastic Joe who operated on Kylo He looked after Kylo as if he was his own dog Forever grateful to Vet and NATO

I write this review out of sheer desperation. I stupidly took out insurance for two of my dogs with Napo over two years ago. I now need to claim for an operation for one of them. The vet will only accept a direct payment from Napo if there is a pre-authorisation. There is nothing on Napo's awful article-filled website about this. Instead, I was asked for my vet's email address so Napo can contact them so the vet can claim. There is nothing to claim yet. I have called the vets and they have not heard of Napo. Napo - if you don't contact me asap today I am going to cancel the second policy for my second dog and strongly consider cancelling both as the operation is not that much. I will also look at a small claims action for breaches under the Consumer Rights Act 2015 for failure to provide a reasonable service. It is not acceptable that if you can't provide real people to speak with that your website fails so abysmally to deal with basic requests which must be common. I shudder to think what would happen if this was an emergency. I'm also concerned the premiums went up close to 50% which is not justified. Please call me asap about policy number SER-KAH-0005-REN-002.

Why is it that if I was in a car accident, the insurer would agree in advance to the repairs and pay the garage directly, or if I needed medical treatment, my private health insurer would pre-authorise the treatment and pay the hospital or consultant directly, and Napo doesn't with pet insurance? I bet some people can't even afford treatment despite insuring their pet with you because of this policy which I believe is a breach of the Consumer Rights Act 2015.

the vet was very understanding and took time to investigate the problem and give us good advice

UPDATE. See below

Such a quick service. Claim put in via vet on Thursday at 5pm. I was notified for confirmation which I responded to. Email arrived during the evening same day, confirming payout within 5-7 working days. Absolutely 5***** company service is amazing. I will never use any other company!
I received my money back (less excess oc)
the following day !!! Now that’s service for you!!!

Amazing paid out very quick any queries I had they helped and answered quickly very impressed glad I chose napo for my fur baby

The best insurance company I've ever known - amazing customer service, great prices, and super fast claims process!