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 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.
Reached out to Napo this morning as my dog has been under the weather for several days. Really easy to make appointment with online vet and got the appointment within a few hours. She was very helpful, sent a full report of the consultation and hopefully Connie will be back to her bouncy self again soon.
Reply from Napo Pet Insurance2026-07-28
Hi Helen, we think the FirstVet service is super, and glad you do too! We hope it’s taken some of the stress out of Connie being poorly and given you some extra peace of mind. If there’s anything else we can do to help, do get in touch. 💙
Best wishes, Sarah from Napo
J
John · 3 reviews · Verified · Experienced 2026-07-17 ·
★★★★★
So easy and seamless to claim
Reply from Napo Pet Insurance2026-08-06
Hi John, thank you for your review. We’re really pleased that we were able to help you and Vinny. Please pass on a belly rub from us! 💙
Sarah at Napo 💙
Hi David, thanks for your review of the FirstVet service. We’re pleased that you were able to use it for Ellie and get some good advice. If there’s anything else we can do to help, do get in touch.
Best wishes, Sarah from Napo 💙
S
Susie · 13 reviews · Experienced 2026-07-23 ·
★★★★★
Excellent service
Excellent service. First claim handled seamlessly. Sorted within 48hrs. Very impressed how easy it was. Price-wise I’m paying the same monthly fee as I was with KC but level of cover/excess is far better
Reply from Napo Pet Insurance2026-07-28
Hi Susie, thank you for taking the time to leave such a lovely review. We’re so glad you’re happy with your cover for your pet, and we’ll be here to help whenever you need us. 💙
Sarah from Napo 💙
Near impossible to speak to a human. Frustrating Bot customer service ?!
Reply from Napo Pet Insurance2026-07-22
Hi,
Thank you for taking the time to share your feedback with us.
We’re pleased that you were able to speak with someone and that we could support you with your query.
If there’s anything else we can help with, please don’t hesitate to get in touch at [email protected].
Lou
Customer Champ | Napo
Great service. Repeat prescriptions for our dog are paid within a couple of hours of claiming. Efficient as always. Thank you!
Reply from Napo Pet Insurance2026-07-28
Hi Elaine, we’re glad you found our claims process so simple 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 💙
S
Sam · 14 reviews · Verified · Experienced 2026-07-18 ·
★★★★★
Great service
Having access to this service was so reassuring. The vet was thorough and was able to reassure us, thankfully, that all was okay.
Reply from Napo Pet Insurance2026-07-28
Hi Sam, thanks for your review of the FirstVet service. We’re pleased that you were able to use it for Pickle! We love that we were able to provide additional peace of mind to our Napo members. 💙
Take care - Sarah at Napo 💙
Booked a video call with a vet .. she rang exactly on time , was extremely helpful and the whole process was flawless !
Highly recommended
Reply from Napo Pet Insurance2026-07-28
Hi Michelle, thanks for your review of the FirstVet service. We’re pleased that you were able to use it for Pebbles and and that they are able to provide additional peace of mind to our Napo members!
Best wishes, Sarah from Napo 💙
H
Helen Horsnell · 5 reviews · Experienced 2026-07-17 ·
★★★★★
Excellent service
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!
Reply from Napo Pet Insurance2026-08-06
Hi Helen, we’re glad you found our claims process so speedy! 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 💙
Excellent company to deal with. Our dogs claim was paid in full very quickly by Napo.
Reply from Napo Pet Insurance2026-07-28
Hi Lucy, we’re really pleased to hear that you were happy with our claims process and we hope Chase is starting to feel better. 💙
Please don't hesitate to reach out if you need anything else!
Take care, Sarah from Napo 💙
a
amanda france · 6 reviews · Experienced 2026-07-15 ·
★★★★★
Very helpful and kind hearted insurance…
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
Reply from Napo Pet Insurance2026-07-28
Hi Amanda, we’re so glad you had a great experience with Lorna, and thank you for sharing it with us! We hope your pet is feeling better, and give them a cuddle from us. 💙
Best wishes, Sarah from Napo 💙
M
Mr George Lynn · 2 reviews · Experienced 2026-05-20 ·
★★★★★
napo has been absolutely brilliant!!
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.
Reply from Napo Pet Insurance2026-07-28
Hi George, we’re really pleased to hear that you were happy with our claims process.
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.
Take care, Sarah from Napo 💙
S
Stefan V · 4 reviews · Experienced 2026-07-14 ·
★★★★★
It's unfortunate I had to make a claim
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.
Reply from Napo Pet Insurance2026-07-28
Hi Stefan, 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 so that you can spend more time making your pet better again.
We hope they’re starting to feel better. 💙
Sarah from Napo
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.
Reply from Napo Pet Insurance2026-07-28
Hi Claire, thanks for your review!
We’re pleased that you were able to use FirstVet and they were able to provide some additional peace of mind.
We’re so happy to know that you’re also pleased with your Napo cover. It’s really important to us that we can offer really comprehensive cover, so you can always do the best thing for you furry friend.
Best wishes, Sarah from Napo 💙
A
Alex · 3 reviews · Experienced 2026-07-13 ·
★★★★★
NAPO exorbitant costs if you make a claim
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.
Reply from Napo Pet Insurance2026-07-14
Thank you for taking the time to share your feedback.
We are sorry to hear how frustrating your renewal experience has been.
We'd like to reassure you that renewal pricing isn’t increased simply because a claim has been made. Premiums are reviewed based on a range of factors, including your pet’s details, changes in veterinary costs, inflation, and the continued cover provided by your policy.
That said, we appreciate that from your perspective, the increase feels very difficult.
We genuinely appreciate you taking the time to share your experience. We wish you and your pet all the very best. 🐾
Lou
Customer Champ | Napo
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
Reply from Napo Pet Insurance2026-07-28
Hi there, thanks for your review of the FirstVet service.
We’re pleased that you were able to use it for Millie and that they could support you both. We love that we were able to provide additional peace of mind to our Napo members.
Sarah from Napo 💙
Reassurance from the vet. Very grateful for sound advice.
Reply from Napo Pet Insurance2026-07-28
Hi Morag, we think the FirstVet service is super, and glad you do too! We hope it’s taken some of the stress out of Ollie 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
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
Reply from Napo Pet Insurance2026-07-28
Hi Edith, we’re glad you found our claims process so easy! 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 Kylo is feeling better.
Best wishes, Sarah from Napo 💙
M
Maddy Starns · 2 reviews · Experienced 2026-07-10 ·
★★★★★
AMAZING COMPANY !!!
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.
Reply from Napo Pet Insurance2026-07-28
Hi Maddy, thank you for leaving such wonderful feedback! We’re glad we could help you and your pet, and we hope they’re on the mend.
Best wishes, Sarah from Napo 💙
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!!!
Reply from Napo Pet Insurance2026-07-28
Hi there, thank you so much for your review. We think it’s really important to make the claims process as simple as possible as so you can spend more time looking after your poorly pet.
We hope they’re on the mend, and we’re here if you need to get in touch. 💙
Sarah from Napo
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