Easy to apply
Easy to apply. Good renewal price. 24/7 vet service is good.
About Napo Pet Insurance
Data updated- Website
- napo.pet
- Category
- Money & Insurance
- Location
- United States
- Status
- Unclaimed
- Last 12 months
- 161 reviews
- Replies to negative
- 96% (22/23)
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About this business
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.
Written by the business, not verified by us.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 generatedReviewers 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.What people say
Quick
Quick, easy, very helpful vets and it's reassuring to have queries answered about my concerns at any time
Superb service
Superb service. Claim was processed the same day. You can pay the vets direct or claim your money back and it's so easy and fast
Shocking customer service
Shocking customer service, you pay for cat insurance have a policy which includes upto £2000 for dental work. So put a claim in only to get messed about asking silly question after silly question. It's quite simple the vet said the cat needs some teeth removed. Gave an estimate for about £900 but oh no excuses after excuses on how not to pay. So I've obviously put in a Formal Complaint. As it's been going on for weeks.
Reply from Napo Pet Insurance2026-08-03
Thank you for your feedback, we are sorry to hear how frustrating this experience has been. We have received your complaint and currently looking into it. We shall review everything that's happened so far and will come back to you as soon as an update is available . Thank you for your patience in the meantime. Lou Napo Champ
Great advice and support!
Great help and support with very knowlgeable staff! A real comfort and support around my concerns. Would highly recommend!
Great service from Napo
I have used Napo for 3 years and this is the first claim I have had to make which was a substantial amount I claimed direct through the vet Got a notification from Napo that they had received the claim and can I answer a few simple questions which I did 2 hours later I got email to say all approved you can’t get better service then that
What an amazing company to deal with
What an amazing company to deal with. I put in a claim after one of my dogs, tragically had a stroke, and had to be pts. The claim was paid within 3 working days and the day after a beautiful mini rose bush was delivered to my door totally unexpectedly, with a sympathy card from them In all years of having animal insurance I have never dealt with a company that genuinely seems to care about, the pets and the owners that are, their customers. Cannot rate napo high enough.
Reply from Napo Pet Insurance2026-08-06
Hi there, we’re so sorry to hear about the loss of your beloved pet. Hearing such sad news is heartbreaking, and we know how hard it can be. Supporting you through this sad time was the least we could do, and please reach out if there’s anything else we can help you with. 💙 Sarah from Napo 💙
Very disappointed with renewal costs
Very disappointed with renewal costs. I took a lifetime policy (£16000) out for my dog in 2022 and paid £64 a month. My dog required an MRI in 2023 and my policy increased to £130 a month. In 2024 my dog required an MRI and disc surgery which amounted to £8500. My policy renewal went to £377 per month. As this is now a pre-existing condition and I'd like to continue to cover my dog, I find myself having to pay it. I raised a complaint with Napo and the ombudsman but I was unable to gain any reduction. I appreciate this isn't going to be the experience of every customer, however I do find myself hearing a lot of negativity surrounding the renewal prices after a claim, specifically with Napo. The only reason I gave them 2 stars is because it is easy to manage your account online and claims are quick and straight forward enough. I just wish I never used them in the first place.
Reply from Napo Pet Insurance2026-07-29
Hi Emma, Thank you for taking the time to leave your review. However, I'm sorry that your renewal experience wasn't what you were expecting. When it comes to pricing, we aim to be as accurate as we can, to ensure that we're able to cover you for the years to come. As a result, when pricing renewals, we're essentially combining a number of factors (a pet's age, breed, gender, location you're in, as well as vet fee inflation and claims made) to calculate the future risk going into the next year, and then pricing that accordingly. As a result, we're unable to negotiate on pricing, but if you're insured above the £2K level, you can review your downgrade options from your Napo Dashboard. If you need us or have any questions, please don't hesitate to reach out to us at [email protected]. Best wishes, Nikhil from Napo
Quickvery helpful
My little chihuahua needed major leg…
My little chihuahua needed major leg surgery after rupturing her knee cap and the vet dealt with the insurance company directly. After confirming my agreement with the insurance company everything has gone smoothly. I would highly recommend Napo as it's stressful enough when your pet is ill and not having to worry about the insurance was a blessing for me.
Reply from Napo Pet Insurance2026-08-06
Hi Mandy, we’re glad you found our claims process so simple. We know how stressful it is to have a sick or injured 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 pet is feeling better. 💙 Best wishes, Sarah from Napo
Poor customer service and extortionate renewals
Three main issues with our experience with Napo pet insurance to highlight: 1. Extortionate renewals with limited notice of renewal - our premium almost doubled after one year, and their communications were not sufficient to give us notice of this enormous increase 2. Online dashboard doesn't give enough information - when we did make a claim, it was shown as 'declined' with zero information about why 3. Very slow customer service - they make it difficult to get in touch with them, with the online chat taking up to a day to respond, and no phone number to speak to someone. One positive is that it's easy to make a claim, as they seek the information directly from the vet and then check it with you.
Reply from Napo Pet Insurance2026-07-29
Hi Claire, I'm sorry that you haven't had the experience you were hoping for with us. We're going to take a look into this. So that we can, please can you reply back to the information request we've sent via Trustpilot? Best wishes, Nikhil from Napo
Claiming back from Napo has been really…
Claiming back from Napo has been really easy and fast. All of my three cats are with Napo. Highly recommended
Reply from Napo Pet Insurance2026-08-06
Hi Poe, thanks for your great review. We’re really pleased to hear that you were happy with our claims process. We hope your pet is feeling better. 💙 Sarah from Napo
My dog has stress and anxiety
My dog has stress and anxiety Problems . The behaviour specialist was very helpful. Listened to all my concerns .
Reply from Napo Pet Insurance2026-08-06
Hi Carol, we think the FirstVet service is super, and glad you do too!. If there’s anything else we can do to help, do get in touch! Sarah from Napo 💙
Excellent
Vet was brilliant explained everything I needed to do with my cat. Couldn’t of asked for more excellent service
Reply from Napo Pet Insurance2026-08-06
Hi Michele, we think the FirstVet service is super, and glad you do too! We hope it’s taken some of the stress out of Casper being poorly and given you some extra peace of mind. If there’s anything else we can do to help, do get in touch. 💙 Kind regards, Sarah from Napo
Excellent experience
Excellent experience, my dog had an ongoing problem and each time my vet sent Napo an invoice they paid the money into my account extremely quickly.
Reply from Napo Pet Insurance2026-08-06
Hi Patricia, we’re glad you find out claim process so quick and 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 pet is feeling better. 💙 Sarah from Napo 💙
Recent Claim - Great Responsive Service
Had to claim recently unfortunately after finding a lump on our pooch. Have to say that the service received from Napo and the ease of processing this was very smooth. Much appreciated and would recommend them.
Reply from Napo Pet Insurance2026-08-06
Hi there, 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 so 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 💙
Slightly reassured
I feel that I came away from the call no wiser as the advice was to watch coco and see how it progressed. I was aware of this before the call. Slightly reassured about her gums being the right colour and that the vet thought it was a UTI.
Reply from Napo Pet Insurance2026-08-03
Hi Helen, Thank you for leaving your review of FirstVet - we're glad to have partnered with them to support our policyholders and their pets, and it's great to see that it's being used. They're always there to help with general questions and concerns, so if you need them again, you can book an appointment via your Dashboard. If you need us, just reach out at [email protected]. Best wishes, Nikhil from Napo
fantastic service easy to book an…
fantastic service easy to book an apointment with an online vet who was fantastic very helpful caring and polite
Reply from Napo Pet Insurance2026-08-06
Hi Tracy, the FirstVet service really is amazing, isn’t it! We’re so glad it gave you peace of mind, and we hope Florence is feeling better. Give them a fuss from us. 💙 Sarah 💙
Great service
We have had our cocker Alfie insured with Napo since he was a puppy. We had to make a small claim when he was very young. But now he is four, he got a problem with front paw. The vets were not sure what was wrong and in total it cost £2000 in investigation and treatment but he is better now. When the claim went in, we got an email for a little more information. After I replied, the claim was sorted and paid within half an hour. I was very impressed and relieved. I have nothing but nice things to say about Napo.
Reply from Napo Pet Insurance2026-07-28
What a lovely review, Joe - thank you! We think it’s really important to make the claims process as simple as possible, so you can focus on helping Alfie feel better! Please pass on a belly rub from us! Kind regards, Sarah from Napo. 💙
First vet provided me with honest…
First vet provided me with honest intelligent third-party opinion.
Reply from Napo Pet Insurance2026-08-06
Hi Stephen, thanks for your review of the FirstVet service. We’re pleased that you were able to use it for Jessie. We love that we were able to provide additional peace of mind to our Napo members. 💙 Sarah from Napo
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