Get a quoteAll about NapoNamed 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 insuranceOur £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 claimsOur 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 paperworkFree video vet callsYou’ll get free 24/7 vet and behaviourist calls. So you can always get expert help when you need it.Low excessWe have a low excess charge of £99 per condition, per policy year. And that’s for all policies!We’ll call youIf 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.
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Is Napo Pet Insurance legit?
Napo Pet Insurance (napo.pet) has a 4.4 out of 5 rating on OK.one, based on 161 user reviews collected here. It is listed under Money & Insurance and its reputation is good. 84% of reviews are 4 stars or higher and 10% are 1 star; The business has replied to 96% of negative reviews; Reviews mostly discuss Customer service, Price. Last updated 2026-09-04.
What reviewers say
AI generated
Reviewers overwhelmingly had a great experience with this company. Customers frequently mention how remarkably fast and straightforward the claim process is, with many people receiving quick payouts and helpful status updates directly. Consumers also deeply appreciate the friendly staff and online veterinary consultations, which offer truly wonderful reassurance and very practical guidance during stressful medical situations. People often highlight that submissions are handled smoothly, giving them complete peace of mind while their cherished pets receive proper care.
However, some customers also noted that renewal prices can increase significantly over time, leading to unexpected costs and genuine frustration for policyholders.
Auto-generated from all reviews of this business. For reference only.
This was my first time making a claim with Napo, and I’m extremely happy with the experience. I’d heard mixed reviews beforehand, so I was a little uncertain about how the process would go, but Napo handled everything incredibly quickly and all of her emergency surgery has been sorted.
I actually had more issues dealing with the vets than I did with Napo! Really impressed with how smooth and stress-free the claim process was, especially during such a worrying time. Super happy with the service — thank you, Napo!
Didn’t pay out for my cat Luna’s dentistry because apparently she hadn’t had a dental checkup within a required timeframe and we were out by a few months. It would be nice if they made it clear that this is necessary because it is not intuitive.
Reply from Napo Pet Insurance2026-09-02
Hi Ed,
Thank you for taking the time to leave your review, although I'm sorry that your claim outcome wasn't what you were wanting.
I'm going to take some time to review your experience before getting back to you here.
If you have any other questions or concerns, please don't hesitate to reach out to us at [email protected]
Best wishes,
Nikhil from Napo
*** UPDATE 04/09/2026 ***
Hi Ed,
Thank you for your patience while I looked into your experience.
When it comes to dental claims, as you have noted, what is not covered is:
"Any dental treatments received by your pet if your pet hasn’t had an annual dental check-up in the 12 months prior to the symptoms of the injury or illness being identified"
This is confirmed under "1.2 Dental Treatment", page 12 of the policy document.
As with all claims, we're happy to reassess if the treating vets can provide further information. I can see that my colleague has confirmed next steps for you regarding this.
Thank you again for your patience and please do reach out if you need any support.
Best wishes,
Nikhil from Napo
At first when I started the process of making the claim, I was a bit disheartened to find out an email needs to be sent to the vets, as I’d been informed by the veterinary practice they don’t work directly with any insurance company. However the following day it’s all been sorted & payment is due shortly. I’m very impressed.
Many thanks Napo
Went through my Napo pet insurance to speak to FirstVet after having no luck with my usual vet. The lady was very thorough, friendly, listened to my concerns and gave some advice. Assured me that I can call back throughout the night if I have any problems.
Absolutely excellent from first contact to claim payment only one query which was answered almost emediatly
Would recommend 100%.
Paid out with 2 weeks
Can not thank you enough for your efficiency
This is the second time I've had to put in a claim in the last 6 months as one of my dogs passed away back in March and 5 weeks ago my other dog had surgery for a ruptured cruciate ligament. The claims process with Napo has been easy, straightforward and hassle free which is what you need in times of upset when your pets are poorly. The communication I have had with Napo has been really good and although it has been by email or through the portal, it has been quick and claims have been sorted within hours. Would highly recommend Napo pet insurance.
Our dog was screaming in pain on a Saturday night so we used the NAPO video call with a vet. During the video call the vet took her time listening to what we were saying and giving the dog a thorough check with us manipulating his leg joints she also puy my daughter at ease as she was very worried. Woold is use this service again. Yes I would thank you
Very helpful, straightforward advice about my dog’s illness and what I can do about it. Still required a vet for a face-to-face appointment - but this consultation massively helped 🙏🏻
I had to use FirstVet today for the first time and found the service to be excellent. It's great that NAPO offer this free service as part of their insurance package and I would happily recommend it.
After a second year with Napo, my price for my policy rose - I was not happy and requested a call. (frustrating at the outset not to be able to contact someone directly)
Fortunately for me, my customer service rep was Lou. She was fantastic - incredibly friendly, knowledgeable, empathetic, and just genuinely human. She really made my day.
I'll add here that Napo don't discount insurance renewals, but even so. Lou was so helpful.
Shocking renewal price after just 1 claim in 5 years
Have had both my dogs insured with Napo for 5 years and never made a claim until recently so they have had over £12,000 off me.
Had to make a claim recently for a grass seed in my dogs paw which was £852. Service was great settled very quickly was very impressed until I got my renewal they have put his policy up by £40 per month which is absolutely shocking after just 1 claim in 5 years needless to say I am currently looking for a new insurer !! Would not recommend
Reply from Napo Pet Insurance2026-08-05
Hi Kelly,
Thank you for taking the time to leave your review.
I'm sorry that the renewal price wasn't what you were expecting. I'm going to take look into this and get back to you.
If you need any support in the meantime, please reach out at [email protected].
Best wishes,
Nikhil from Napo
---- UPDATE 07/07/2026----
Hi Kelly,
Thank you for your patience while I looked into this.
Firstly, I appreciate that price increases can be a shock - we're always looking at ways we can improve our communications further, so we'll take this on board.
When it comes to renewal pricing, what we're essentially doing is calculating the future risk going into the next year, and then pricing it accordingly. We do this by looking at a number of factors - a pet's age, breed, gender, location as well as vet fee inflation and claims made. These are all combined to come to the final renewal price.
If you're above the £2K cover level, then you'll have the option of downgrading to a lower cover level, to maintain lifetime cover while reducing your premium.
If you have further questions, please don't hesitate to reach out.
Best wishes,
Nikhil from Napo
I was reluctant to use the Vet+ but I was very surprised how efficient and professional the service was. The appointment with the vet confirmed exactly what the vet had suspected on the Vet+ service. Outstanding experience. Thank you.
Reply from Napo Pet Insurance2026-08-06
Hi Richard, we think the FirstVet service is super, and glad you do too! We hope it’s taken some of the stress out of Lola being poorly and given you some extra peace of mind. If there’s anything else we can do to help, do get in touch. 💙
Sarah from Napo
I needed to make a claim for my French bulldog after she became poorly. The service from Napo was amazing! I paid the excess and Napo sorted the rest. They were quick to keep myself and the vets updated and my claim was processed within a few days. Thank you so much! Napo gives me complete peace of mind that my little girl is covered against anything that could happen.
R
R Wiggs · 7 reviews · Experienced 2026-08-05 ·
★★★★★
Easy to deal with and no problems with…
Easy to deal with and no problems with claim. We have claimed twice now, and both times have gone smoothly.
They were awkward settling our claim at every turn. forever making me jump through hoops and running me round and round in circles. I cancelled my policy and gave up on the claim. it just wasn't worth it.
Avoid this company and insure with someone more reputable.
Wow! I’ve never had to claim before and it was so straightforward and easy. We took out the dental policy and ensured we met the criteria specified by Napo in the terms. The vet submitted their documentation and I verified the questions and had a response that the claim was to be paid all in the very same day. I’m so impressed at the speed and ease of the entire process, it’s exceeded my expectations. Absolutely first class.
Reply from Napo Pet Insurance2026-08-06
Hi Neil, we’re really pleased to hear that you were happy with our claims process. We know how upsetting it can be when your pet needs treatment from the vet. It’s important to us that we make the claims process as stress-free as possible!
We hope your pet starting to feel better!
Take care, Sarah from Napo 💙
P
Penny · 4 reviews · Experienced 2026-07-28 ·
★★★★★
Renewal price hike
A single claim for a £1000 vet bill for a one-off illness 18 months ago was paid quickly. However our renewal price went from £40 to £95 per month and now has increased to £125. The only way to reduce the cost is to reduce cover. Our dog is 6 and has no health issues.
Reply from Napo Pet Insurance2026-08-04
Hi Penny,
Thank you for taking the time to leave a review, although I'm sorry your renewal experience wasn't what you were expecting.
Each year, we review your policy and pricing to ensure that we can continue to offer cover for the year ahead. We factor in a number of variables from a pet's age, breed and gender, to your location, vet fee inflation and any claims that have been made. We combine all these factors to come to the final renewal price, essentially calculating the future risk going into the next year.
As a result, even if you haven't claimed in one year, your policy price can still increase based on the other factors. Rest assured, we price as accurately as we can to ensure that we're able to be there when you need us.
If you have any specific questions regarding your renewal price, please don't hesitate to reach out to us at [email protected].
Best wishes,
Nikhil from Napo
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