Is Napo Pet Insurance Worth It? Review 2025
Our Expert's Review of Napo
Napo stands out as a prominent digital-first pet insurer in the UK, offering four comprehensive lifetime cover options with annual vet fee limits from £4,000 to £16,000, a consistently low £99 excess per condition per year, and generous sub-limits such as £2,000 for dental treatment. All plans include coverage for complementary therapies, behavioural treatment, EU travel, and emergency boarding, positioning Napo competitively between mainstream and premium providers in terms of price-to-cover ratio. Unlike certain rivals that rely on modular add-ons, Napo’s plans feature most major covers as standard, and include unlimited 24/7 online vet consultations via FirstVet. This makes Napo especially suitable for first-time pet owners, those with young pets seeking broad and predictable reimbursements, and owners who value digital convenience and excellent dental/behavioural care limits; its policies may particularly appeal to price-conscious customers wanting solid cover without complex extras. Napo Ltd, established in 2021 and FCA-regulated, partners with a long-standing Gibraltar insurer and has rapidly built reliability in claims: its Trustpilot score sits at 4.6/5 from over 3,700 reviews, widely recognized for fast (often same-day) digital claims processing and caring, personalised customer service. The majority of claims are resolved quickly and digital processes ease both reimbursement and communication, bolstering Napo’s position among the UK’s most trusted new-generation pet insurers.
- ✅Four lifetime plans with annual vet fee limits up to £16,000
- ✅Low £99 excess per condition, per year
- ✅Dental cover up to £2,000 per year, as standard
- ✅Comprehensive as-standard cover (complementary, behaviour, EU travel, boarding)
- ✅Unlimited free 24/7 online vet consultations
- ✅Fast, user-friendly digital claims and direct vet payments
- ✅Excellent customer service, 4.6 Trustpilot from over 3,700 reviews
- ❌Premiums may rise significantly at renewal, especially after claims
- ❌20% co-payment applies from age 9 for vet fees
- ❌No cover for pre-existing conditions or select excluded breeds
- ❌No inbound phone support; digital/chat preferred
- ❌Boarding and missing pet limits lower on entry plan
Score- ✅Four lifetime plans with annual vet fee limits up to £16,000
- ✅Low £99 excess per condition, per year
- ✅Dental cover up to £2,000 per year, as standard
- ✅Comprehensive as-standard cover (complementary, behaviour, EU travel, boarding)
- ✅Unlimited free 24/7 online vet consultations
- ✅Fast, user-friendly digital claims and direct vet payments
- ✅Excellent customer service, 4.6 Trustpilot from over 3,700 reviews
Our Expert's Review of Napo
- ✅Four lifetime plans with annual vet fee limits up to £16,000
- ✅Low £99 excess per condition, per year
- ✅Dental cover up to £2,000 per year, as standard
- ✅Comprehensive as-standard cover (complementary, behaviour, EU travel, boarding)
- ✅Unlimited free 24/7 online vet consultations
- ✅Fast, user-friendly digital claims and direct vet payments
- ✅Excellent customer service, 4.6 Trustpilot from over 3,700 reviews
- ❌Premiums may rise significantly at renewal, especially after claims
- ❌20% co-payment applies from age 9 for vet fees
- ❌No cover for pre-existing conditions or select excluded breeds
- ❌No inbound phone support; digital/chat preferred
- ❌Boarding and missing pet limits lower on entry plan
Score- ✅Four lifetime plans with annual vet fee limits up to £16,000
- ✅Low £99 excess per condition, per year
- ✅Dental cover up to £2,000 per year, as standard
- ✅Comprehensive as-standard cover (complementary, behaviour, EU travel, boarding)
- ✅Unlimited free 24/7 online vet consultations
- ✅Fast, user-friendly digital claims and direct vet payments
- ✅Excellent customer service, 4.6 Trustpilot from over 3,700 reviews
Why trust HelloSafe?
At HelloSafe, our pet insurance expert reviews the terms and conditions and pricing of insurance policies available in the market every year to provide you with reliable and unbiased analysis. Thanks to this commitment, hundreds of thousands of users in the UK trust us each month to help guide them through their most important financial decisions.
Napo Guarantees
Napo offers four lifetime pet insurance formulas—Essential, Comfort, Superior, and Premium—each with annual vet fee limits from £4,000 to £16,000, all featuring comprehensive dental, complementary, and behavioural cover, plus emergency boarding, missing pet, third-party liability (dogs only), and EU travel included as standard. All plans guarantee lifetime cover for ongoing conditions if the policy is maintained, with a notably low fixed excess (£99/£75 per condition, per year) and free unlimited 24/7 video vet consultations—standout features at this price point.
Strong points include high reimbursable veterinary limits, holistic and behavioural treatment cover, and transparent, streamlined online claims, while key limitations are the exclusion of working, breeding, or excluded breeds, imposed sub-limits for dental and support treatments, and annual co-payment increases for pets aged 9+. Notable exclusions also apply to pre-existing conditions, waiting periods, routine/preventive treatment, and specific causes like epidemics or banned breeds.
Overall, Napo combines market-leading digital service and customer support with a broad, all-in-one policy structure, though annual renewal cost increases after claims may affect long-term affordability.
| Guarantee / Formula | Essential (£4k) | Comfort (£8k) | Superior (£12k) | Premium (£16k) |
|---|---|---|---|---|
| Positioning | Entry-level lifetime, robust basic cover | Mid-range, enhanced limits | High, for advanced needs | Premium, extensive annual limits |
| Type of coverage | Accident & illness (lifetime) | Accident & illness (lifetime) | Accident & illness (lifetime) | Accident & illness (lifetime) |
| Animals covered | Dogs & cats (excl. working/breeding/certain breeds) | Dogs & cats (excl. working/breeding/certain breeds) | Dogs & cats (excl. working/breeding/certain breeds) | Dogs & cats (excl. working/breeding/certain breeds) |
| Reimbursement rate (%) | Up to 100% (after excess, up to limit) | Up to 100% (after excess, up to limit) | Up to 100% (after excess, up to limit) | Up to 100% (after excess, up to limit) |
| Annual vet fee limit | £4,000 | £8,000 | £12,000 | £16,000 |
| Annual dental limit | £2,000 (included in vet fees) | £2,000 (included in vet fees) | £2,000 (included in vet fees) | £2,000 (included in vet fees) |
| Complementary treatment | £500 | £1,000 | £1,500 | £2,000 |
| Behavioural treatment | £500 | £1,000 | £1,500 | £2,000 |
| Missing pet (advert/reward/compensation) | £1,000 | £2,000 | £3,000 | £4,000 |
| Boarding (hospitalisation) | £500 | £1,000 | £2,000 | £2,000 |
| Third party liability (dogs only) | £1.5M | £2M | £2.5M | £2.5M |
| Pet passing away (incl. euthanasia/burial) | £1,000 | £2,000 | £3,000 | £4,000 |
| Travel (EU) | £1,000 | £2,000 | £2,000 | £2,000 |
| Annual excess (all vet, dental, complementary, behaviour) | £99 or £75/condition/year (policy wording varies) | £99 or £75/condition/year (policy wording varies) | £99 or £75/condition/year (policy wording varies) | £99 or £75/condition/year (policy wording varies) |
| Co-payment for pets 9+ | 20% after excess, any reimbursement section | 20% after excess, any reimbursement section | 20% after excess, any reimbursement section | 20% after excess, any reimbursement section |
| Excess for third-party liability (dogs) | £250/claim | £250/claim | £250/claim | £250/claim |
| Age to join – dogs | From 4 weeks (no stated max at enrolment) | From 4 weeks (no stated max at enrolment) | From 4 weeks (no stated max at enrolment) | From 4 weeks (no stated max at enrolment) |
| Age to join – cats | From 4 weeks (no stated max at enrolment) | From 4 weeks (no stated max at enrolment) | From 4 weeks (no stated max at enrolment) | From 4 weeks (no stated max at enrolment) |
| Pre-enrolment health questionnaire | NC | NC | NC | NC |
| Waiting period – accident | 24 hours | 24 hours | 24 hours | 24 hours |
| Waiting period – illness/dental/complementary | 10 days | 10 days | 10 days | 10 days |
| Waiting period – other sections | 10 days | 10 days | 10 days | 10 days |
| No waiting if proof of previous insurance | ✅ | ✅ | ✅ | ✅ |
| Lifetime cover once insured | ✅ (if renewed continuously) | ✅ (if renewed continuously) | ✅ (if renewed continuously) | ✅ (if renewed continuously) |
| Standard vet consult (all types) | ✅ | ✅ | ✅ | ✅ |
| Emergency vet/hospitalisation | ✅ | ✅ | ✅ | ✅ |
| Specialist consult/referral | ✅ (pre-approval needed) | ✅ (pre-approval needed) | ✅ (pre-approval needed) | ✅ (pre-approval needed) |
| Medication (prescribed) | ✅ | ✅ | ✅ | ✅ |
| Surgery, anaesthesia | ✅ | ✅ | ✅ | ✅ |
| Hospitalisation | ✅ | ✅ | ✅ | ✅ |
| Ambulance fees (veterinary) | ❌ | ❌ | ❌ | ❌ |
| Scanners, MRI, ultrasound, X-ray | ✅ | ✅ | ✅ | ✅ |
| Laboratory tests | ✅ | ✅ | ✅ | ✅ |
| Cancer care (incl. radiotherapy) | ✅ | ✅ | ✅ | ✅ |
| Dental work (disease/accident) | ✅ (up to £2,000, check-up required) | ✅ (up to £2,000, check-up required) | ✅ (up to £2,000, check-up required) | ✅ (up to £2,000, check-up required) |
| Preventive/prophylactic dental (routine cleaning) | ❌ (unless for illness) | ❌ (unless for illness) | ❌ (unless for illness) | ❌ (unless for illness) |
| Scaling/detartarisation | Only if for illness/condition | Only if for illness/condition | Only if for illness/condition | Only if for illness/condition |
| Forfait prevention (vaccines, chip, worming, neuter, hygiene) | ❌ | ❌ | ❌ | ❌ |
| Complementary medicine (osteo, acupunc., physio etc.) | ✅ (£500 cap, vet referral required) | ✅ (£1,000 cap, vet referral required) | ✅ (£1,500 cap, vet referral required) | ✅ (£2,000 cap, vet referral required) |
| Alimentation thérapeutique (prescribed food) | ✅ (max £200/year) | ✅ (max £200/year) | ✅ (max £200/year) | ✅ (max £200/year) |
| Area covered (UK) | ✅ (plus travel below) | ✅ (plus travel below) | ✅ (plus travel below) | ✅ (plus travel below) |
| Area covered (EU travel) | ✅ (up to cap) | ✅ (up to cap) | ✅ (up to cap) | ✅ (up to cap) |
| Death / euthanasia / cremation | ✅ (up to £1,000 incl. £150 cost) | ✅ (up to £2,000 incl. £150 cost) | ✅ (up to £3,000 incl. £150 cost) | ✅ (up to £4,000 incl. £150 cost) |
| Loss/theft/reward | ✅ (up to £1,000) | ✅ (up to £2,000) | ✅ (up to £3,000) | ✅ (up to £4,000) |
| Advertising to recover pet | ✅ (up to £50) | ✅ (up to £50) | ✅ (up to £50) | ✅ (up to £50) |
| Foster care/foster expenses | ❌ | ❌ | ❌ | ❌ |
| Boarding/garde fees (hospitalisation) | ✅ (up to £500, owner >3 days in hospital) | ✅ (up to £1,000, owner >3 days in hospital) | ✅ (up to £2,000, owner >3 days in hospital) | ✅ (up to £2,000, owner >3 days in hospital) |
| Third party liability: dogs only | ✅ (£1.5M) | ✅ (£2M) | ✅ (£2.5M) | ✅ (£2.5M) |
| Third party liability: cats | ❌ | ❌ | ❌ | ❌ |
| Euthanasia (veterinary reason only) | ✅ (up to limit) | ✅ (up to limit) | ✅ (up to limit) | ✅ (up to limit) |
| Cremation/burial | ✅ (up to £150) | ✅ (up to £150) | ✅ (up to £150) | ✅ (up to £150) |
| Cover in case of official animal destruction order | ❌ | ❌ | ❌ | ❌ |
Good to know
- Napo includes unlimited 24/7 free video vet and behaviourist consultations (FirstVet) with all policies, distinct from most UK insurers.
- Claims must be made within 3 months of the incident; supporting medical documentation required.
- For pets aged 9 or older, a compulsory 20% co-payment applies on top of the fixed excess for each claimable condition.
- No upper enrolment age; pets must be at least 4 weeks old.
- No cover for routine/preventive treatments (vaccines, neutering, worming, identification, routine dental) or for pre-existing/awaiting-diagnosis conditions.
- Boarding cover applies only if the owner is hospitalised for 3 consecutive days or more.
Compare the main Napo insurance formulas now to find the most affordable and comprehensive cover for your pet’s needs.
👉 Compare pet insurance plans for freeStart saving on vet billsNapo exclusions
Napo’s exclusions follow the UK market’s main standards—pre-existing conditions in the prior 24 months, routine and preventive care, elective/cosmetic treatments, and non-vet prescribed/approved acts are all excluded, as expected. Notably, Napo requires annual dental check-ups for full dental illness cover and excludes pets over 9 years for pay-out on death or loss, a relatively sharper age cut-off than some tier-1 competitors.
Clear exclusion applies to commercial, working and banned breeds/crossbreeds, with a reference list stricter than many, including all F1 hybrid cats and all dogs covered by Dangerous Dogs Act or similar. Geographical exclusions are explicit: cover strictly requires UK residence, limits EU travel claims to 90 consecutive/180 days per year, and rules out all cover for incidents abroad beyond these limits.
Additionally, claims linked to owner non-compliance with vaccination, negligent pet supervision, deliberate/illegal acts, or DEFRA/government-ordered destruction or restriction are systematically refused.
| Exclusions | Details |
|---|---|
| Medical & Treatment Exclusions |
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| Geographical & Travel Exclusions |
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| Identification/Eligibility Exclusions |
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| Administrative & Legal Exclusions |
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| Owner/Pet Conduct Exclusions |
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| Pandemics, Government Orders & Catastrophes |
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- Pre-existing conditions (symptoms, treatment, medication, or advice in the last 24 months)
- Routine, preventive, and wellness treatments (vaccinations, parasite control, elective sterilisation, etc.)
- Dental illness if no annual check-up by vet
- Any non-vet prescribed, non-essential, or cosmetic/elective procedures
- Prosthetics other than hips/elbows/patella groove replacements or eye lens implants
- Food/treatments not prescribed by a vet
- Breeding, pregnancy or complications thereof
- Behavioural issues preventable by puppy training; residential behavioural training
- Experimental, excessive, or administrative costs
- Treatment during waiting period or above per-section sub-limits/plan maximums
- Vet care/treatment claims outside the UK (except limited EU cover within plan limits, up to 90 consecutive/180 days/year)
- Loss/death claims for incidents outside the UK
- Any travel-related claim where trips exceed 90 consecutive or 180 days total in the EU/year
- Claims for pets abroad without valid microchip or for holidays booked under 28 days before departure
- No cover for any incident in a country not authorised under the pet travel scheme
- Dog loss/theft claims if not microchipped or if reporting to authorities not within 48 hours
- Claims for pets not registered on policy or living with/owned by a non-policyholder
- Claims for pets over 9 years for loss/death pay-out or if lost over age 9
- UNinsurable/banned breeds & crossbreeds: all Dangerous Dogs Act dogs, Asian Leopard/F1 cats, any breeds on the Napo exclusion list
- Pets used for commercial, working, guard or racing purposes
- Claims for events outside the policy year or before inception/end date
- Non-payment of premium or claims outside the 3-month notification window
- Claims already covered by another insurance (unless exhausted)
- Claims where owner/family/agents do not comply with UK law, DEFRA/APHA requirements, or government orders (e.g., destruction, restriction, quarantine)
- Failure to keep vaccinations up to date
- Legal responsibility/liability claims arising from criminal acts, illegal dog ownership, intra-family claims or failing to follow vet/advice
- Malicious, wilful, or gross negligence by owner (e.g., not on lead by road, failure to prevent theft)
- Intentional harm, misuse or overdose of medication
- Claims where neglect, abuse, abandonment or lack of reasonable care is evident
- Pet aggression history or incidents where there is inadequate supervision or containment
- Consequences of epidemics/pandemics, civil unrest, war, nuclear events, pollution
- DEFRA/government-ordered destruction/quarantine/restriction/compulsory euthanasia
- Claims related to official fines/penalties or non-insurable notifiable/sexual diseases (including rabies, Leishmaniasis)
Napo Rates
Napo positions itself in the UK pet insurance market as a competitive, digital-first provider offering comprehensive coverage at a price point generally below the top-tier, more traditional insurers. All plans are thoughtfully structured: coverage limits are high (up to £16,000), dental, complementary, and behavioural treatments are included as standard, and the annual fixed excess of £99 per condition is lower than many direct competitors.
The pure digital experience enables cost savings, reflected in lower monthly premiums and rapid, paperless claims—while also offering free, unlimited 24/7 video vet access, a benefit often only found in higher-priced products.
While certain legacy insurers may offer laser-targeted or more generous limits on specific items, Napo is notably more complete than most “budget” or basic covers, yet does not reach the pricing levels of the most premium full-service brands. Overall, Napo sits in a median to moderately competitive segment, marked by strong core guarantees, high customer ratings, and efficient policy management.
| Essential (£4,000) | Comfort (£8,000) | Superior (£12,000) | Premium (£16,000) | |
|---|---|---|---|---|
| Young cat (2-4y) | £11/mo | £14/mo | £17/mo | £21/mo |
| Senior cat (7-8y) | £17/mo | £22/mo | £26/mo | £31/mo |
| Small dog (all breeds) | £13/mo | £17/mo | £21/mo | £25/mo |
| Small dog (2-4y) | £12/mo | £16/mo | £20/mo | £24/mo |
| Large dog (2-4y) | £18/mo | £24/mo | £29/mo | £36/mo |
| Senior dog (7-8y) | £26/mo | £32/mo | £39/mo | £48/mo |
To secure the best value for your pet, it’s always worth comparing plans and prices with other major insurers before you buy.
👉 Compare pet insurance plans for freeStart saving on vet billsNapo promo codes
| Napo Promo Codes | Details |
|---|---|
| Multi-pet discount | 5% off when insuring more than one pet |
| Code HelloSafe | -5% on your quote |
Note: Promotions and promo codes may change. To get the latest offers, visit our comparison of the best pet insurance providers.
How much will I be reimbursed with Napo?
With Napo, you are reimbursed according to the treatment cost for your pet, minus your annual excess, and within the annual coverage limits set by the plan you select. The higher your plan, the greater your potential reimbursement—making large vet bills much more manageable. Here are practical examples for the Premium plan (£16,000 cover, £2,000/year dental, £2,000/year complementary and behavioural, £99 excess per condition per year):
Practical Example 1
✅ Example 1: Surgery for cruciate ligament rupture (dog)
Total vet fees: £2,100 (diagnosis, X-rays, surgery, hospitalisation, and medication)
Annual excess due: £99 (first claim for this condition this policy year)
Amount eligible for reimbursement: £2,100 – £99 = £2,001
Reimbursed by Napo Premium: £2,001 (up to the £16,000 annual limit for vet fees)
👉 You are paid £2,001, and only pay the £99 excess yourself.
ℹ️ Remember, the £99 excess is only applied once per year per condition, so any further treatment in the same policy year for this cruciate repair won’t be subject to another excess.
Practical Example 2
✅ Example 2: Dental extraction following an abscess (cat)
Total dental treatment cost: £800 (assessment, X-rays, anaesthesia, extractions, medication)
Annual excess due: £99 (first dental claim this year)
Amount eligible for reimbursement: £800 – £99 = £701
Dental cover with Premium Plan: Up to £2,000/year
👉 You receive £701, only £99 to pay out-of-pocket.
ℹ️ Dental claims are eligible as long as your cat has had its annual dental check-up as required by Napo’s policy.
Practical Example 3
✅ Example 3: Physiotherapy after injury (dog) – Complementary treatment
Total cost for physio sessions: £500 (6 sessions recommended by your vet)
Annual excess due: £99 (first complementary claim this year)
Amount eligible for reimbursement: £500 – £99 = £401
Reimbursed by Napo Premium: Up to the £2,000 complementary treatment annual limit
👉 You are reimbursed £401, your remaining cost is just £99.
ℹ️ Complementary treatments like physiotherapy, acupuncture, hydrotherapy, and chiropractic care arranged as part of recovery all count towards your annual “complementary treatment” allowance on the Premium plan.
Napo Assistance
Napo's assistance stands out with 24/7 unlimited video vet consultations via FirstVet, directly addressing urgent pet health or behavioural concerns, at no additional cost to the policyholder.
Claims can be filed easily online by the owner or by the vet, and direct-to-vet payment is available with veterinary consent, bypassing upfront costs for eligible customers, though the advance-of-fees system is dependent on each clinic’s acceptance.
All administrative services, including claims and policy changes, are digital—no mobile app is provided, but their web dashboard is frequently praised for speed and user-friendliness, with Trustpilot feedback (4.6/5) highlighting accessible customer service and clear claim tracking.
Napo does not operate a formal network of partner clinics and does not provide its own emergency phone line for veterinary assistance, relying instead on FirstVet for out-of-hours advice and triage.
International cover is robust for short EU trips (up to 90 days at a time), but not suitable for pets residing or traveling extensively outside the UK, and there is currently no tailored assistance for boarding or repatriation beyond the outlined insured events.
| Assistance Napo | Available? | Details |
|---|---|---|
| Advance of fees | ✅ | Payment can go directly to the vet with their agreement. No universal Payvet/Petcard; depends on clinic. Owner can also be reimbursed directly. |
| Payment facilities | ✅ | Premiums payable monthly or annually. No fee-free instalments for large claims; only premium split. |
| Mobile application | ❌ | No dedicated mobile app. Claims and dashboard fully online via the website. User experience praised for clarity and speed, based on 4.6/5 Trustpilot reviews. |
| Dematerialised claims management | ✅ | Claims fully online through the customer dashboard. Upload documents, track status, and receive updates digitally. |
| Veterinary emergency / teleconsultation | ✅ | Unlimited 24/7 video calls with UK vets or behaviourists via FirstVet. No emergency phone line, but live expert triage. |
| Clinic and vet network | ❌ | No formal partner network. Assistance and claims accepted with any UK-registered vet; possible limits on direct payment depending on the clinic’s agreement. |
| Cover abroad | ✅ | Included for EU trips up to 90 days at a time, 180 days max/year. Covers emergencies, quarantine costs, trip curtailment. Not suitable for ongoing residence or non-EU travel. |
Customer feedback on Napo
| Site d'avis | Note et nombre d'avis |
|---|---|
| Trustpilot | 4.6 / 5 (3,713 reviews) |
We have analysed the reviews from the sites listed above. On the positive side, policyholders who have taken out a contract with Napo for their pet often mention:
- The claims process is fast and straightforward: users frequently highlight approvals sometimes within hours, minimal paperwork, and the ease of making claims either directly or via their vet, with payouts made promptly.
- The customer service is excellent and empathetic: staff are praised for being kind, professional, and responsive, often going above and beyond with personal touches such as sending condolence flowers or personalised messages after pet illnesses or losses.
- The comprehensive and clear cover is highly valued: owners appreciate that the policy includes extensive benefits as standard (like dental care and behavioural support), and that exclusions or limits are clearly communicated.
- The 24/7 access to free veterinary and behaviourist video calls is well regarded: many appreciate having expert support at any time and mention the FirstVet service as a reassuring feature.
- The low annual excess per condition is viewed positively: customers note that the £99 excess is lower than many competitors and makes claiming less stressful.
On the negative side:
- The premium increases at renewal are a significant concern, especially after claims have been made or as pets age; several customers state that ongoing cover sometimes becomes unaffordable, and some feel misled by the “lifetime cover” implication.
- There is occasional frustration with automated customer service (such as chatbots), a lack of immediate phone support, and delays or unpersonalised responses in specific cases.
- Some owners have been dissatisfied with medical advice given during emergencies, expressing disappointment when responses were not as direct or helpful as hoped.
- A few policyholders report inflexibility on issues such as overlapping insurance periods or requests outside standard processes.
- Communication regarding the reasoning behind price rises or certain claim rejections is sometimes perceived as insufficient or generic, leaving some customers wishing for more transparency.
How to contact Napo?
| Napo customer service | Details |
|---|---|
| For obtaining a quote or subscribing online | You can use the HelloSafe best pet insurance comparison tool, choose the plan that suits you, and click to get a quote. |
| For requesting and tracking a reimbursement |
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| For obtaining an insurance certificate |
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| To contact assistance |
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| To cancel my contract |
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- Claims are submitted online via your Napo dashboard (www.napo.pet/dashboard).
- Submit the claim within 3 months of the incident date.
- Required documents: invoices, vet medical history, and any supporting receipts.
- Claims can be paid to you or, if the vet agrees, directly to your vet.
- Reimbursements are typically processed quickly; some customers report approvals within hours.
- For assistance: support@napo.pet.
- No phone line; for a call, book a callback via online chat or email.
- Contact customer service by email at support@napo.pet to request your certificate.
- You can also request documents or confirmation via the Napo dashboard (www.napo.pet/dashboard).
- For urgent requests, use the online chat (available 10am–5:30pm weekdays).
- Free, unlimited video consultations 24/7 with UK-registered vets via FirstVet, accessible through your dashboard (www.napo.pet/dashboard).
- For general support or emergencies related to your cover, contact support@napo.pet.
- If you need to speak to an agent, book a callback via email or chat.
- No inbound phone line available.
- You can request cancellation by emailing support@napo.pet, or via the online chat.
- Provide your policy number and the date you wish the cancellation to be effective from.
- Attach a signed, dated cancellation request if emailing (for added clarity/documentation).
- 14-day cooling-off period: full refund if cancelled in this period and no claims made.
- After 14 days: pro-rata refund for any unused period.
- Coverage ceases immediately on cancellation.
- No claims can be made for incidents after cancellation.
FAQ
Do I have to pay vet fees upfront with Napo?
With Napo, you usually pay the vet bill upfront and then submit a claim for reimbursement. However, if your vet agrees, Napo can often pay them directly. This depends on the individual veterinary practice, so check with your vet first. The claims process is straightforward and can be managed online, with quick decisions and payment.
How do I cancel my Napo pet insurance policy?
To cancel your Napo policy, the easiest way is through your online dashboard or by contacting support via email or online chat. A 14-day cooling-off period applies for a full refund; after that, cancellation is effective immediately, with a pro-rata refund for unused cover. You’ll need to provide your policy number and a written request.
What types of pets and breeds does Napo cover?
Napo insures domestic cats and dogs living with you in the UK, as long as they’re at least 4 weeks old. However, certain dog and cat breeds, such as those listed as dangerous or wild hybrids (e.g., Pit Bull Terrier, Asian Leopard cat hybrids), are excluded. Check the full list of excluded breeds on Napo's website before you apply.
Will my premiums increase if I make a claim with Napo?
Yes, it’s possible that your premium will rise at renewal, particularly if you make claims or as your pet gets older. This is standard in the industry and allows ongoing cover for new and existing conditions as part of the lifetime policy. Napo will always inform you in advance of any changes to your premium at renewal.
Are ongoing and long-term illnesses covered by Napo?
Yes, Napo’s policies are lifetime cover—so long as your policy remains active and premiums are paid, ongoing and chronic conditions are covered up to your annual benefit limits. This means conditions first diagnosed while insured with Napo won’t be excluded at renewal, giving you long-term support for your pet’s health.
Do I have to pay vet fees upfront with Napo?
With Napo, you usually pay the vet bill upfront and then submit a claim for reimbursement. However, if your vet agrees, Napo can often pay them directly. This depends on the individual veterinary practice, so check with your vet first. The claims process is straightforward and can be managed online, with quick decisions and payment.
How do I cancel my Napo pet insurance policy?
To cancel your Napo policy, the easiest way is through your online dashboard or by contacting support via email or online chat. A 14-day cooling-off period applies for a full refund; after that, cancellation is effective immediately, with a pro-rata refund for unused cover. You’ll need to provide your policy number and a written request.
What types of pets and breeds does Napo cover?
Napo insures domestic cats and dogs living with you in the UK, as long as they’re at least 4 weeks old. However, certain dog and cat breeds, such as those listed as dangerous or wild hybrids (e.g., Pit Bull Terrier, Asian Leopard cat hybrids), are excluded. Check the full list of excluded breeds on Napo's website before you apply.
Will my premiums increase if I make a claim with Napo?
Yes, it’s possible that your premium will rise at renewal, particularly if you make claims or as your pet gets older. This is standard in the industry and allows ongoing cover for new and existing conditions as part of the lifetime policy. Napo will always inform you in advance of any changes to your premium at renewal.
Are ongoing and long-term illnesses covered by Napo?
Yes, Napo’s policies are lifetime cover—so long as your policy remains active and premiums are paid, ongoing and chronic conditions are covered up to your annual benefit limits. This means conditions first diagnosed while insured with Napo won’t be excluded at renewal, giving you long-term support for your pet’s health.
