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.
What people say
N
Not in Kansas Anymore! · 12 reviews · Experienced 2026-07-10 ·
★★★★★
I write this review out of sheer desperation
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.
Reply from Napo Pet Insurance2026-07-10
Hi there,
I'm sorry to read of your experience so far.
We'll reach out ASAP to see how we can help you.
Best wishes,
Nikhil from Napo
the vet was very understanding and took time to investigate the problem and give us good advice
Reply from Napo Pet Insurance2026-07-28
Hi Cilla, the FirstVet service really is great, isn’t it! We’re so glad it gave you peace of mind, and we hope Skye is feeling better. Give them a fuss from us. 💙
Sarah from Napo 💙
The best insurance company I've ever known - amazing customer service, great prices, and super fast claims process!
Reply from Napo Pet Insurance2026-07-28
Hi Rudy, 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.
Kind regards,
Sarah from Napo 💙
My dog had an emergency operation and cannot praise NAPO enough. At a very stressful time I knew that I wouldn’t have to worry about the expense. Sure enough my vets bill was settled by NAPO almost immediately and there was no hassle at all.I would really recommend NAPO for pet insurance.
Reply from Napo Pet Insurance2026-07-28
Hi Anna, 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. 💙
Best wishes, Sarah from Napo
I had to make a claim when my Maltese ate 2 grapes that fell on the floor. Normally she won't eat fruit but when it falls from the sky it's delicious...
Napo worked at speed to assess and accept the claim. The money was in my account within a couple of days.
Their communication was compassionate and clear.
I highly recommend Napo!
Reply from Napo Pet Insurance2026-07-28
Hi Louise, thanks for the great feedback. We know it must have been stressful when she ate those grapes! know the last thing you want to be worrying about is chasing claims!
If you ever need to speak to us again, please reach out on our online chat and social media. We’ll be happy to help! 💙
Sarah from Napo 💙
The whole process (working with the vet, submitting the claim, answering associated questions) was easy, smooth, and fast, and the turnaround time (when Napo originally said it could take 4-6 weeks, and then having it done in 5-7 DAYS) was amazing.
Reply from Napo Pet Insurance2026-07-28
Hi Daniel, we’re really pleased to hear that you were happy with our claims process. We know how worrying 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 is feeling better. 💙
Take care,
Sarah from Napo
I have had my dog on Napo for 6+ years and have never claimed.
I loved the founders message regarding loving his dog Napoleon so much that he wanted to do something in his memory to help other pet owners that struggled to find decent insurance and loved their pet so much and thought they were the BEST when i signed up, i brought 8 people to the company aswell. I now think its very sad that the company has not lived up to the original ethos.
Every year, despite never ever making a claim my policy increased and i happily paid as i was absolute in my belief this was a wonderful company. I ended up paying upwards of £80 a month for a 6 year old dog who had never ever claimed. I actually was forced to look around in January of 2026 and Napo came up at 50% cheaper than i was paying, when i reached out they wouldnt do anything about my premium, so i left and re joined at the cheaper option ( wonderful customer retention for a loyal customer there guys!).
My mother, who i had also introduced, made a dental claim that was denied when we dug into the reasoning behind the decline, it was horrifc, Napo literally split every hair they could to try and wriggle out of supporting their customer. Evntually after a lot of support from our vet, we were able to back them in to a corner and they had to pay. My mother promptly left and moved to Purely Pets.
I have now had a similar experience and i am beyond gutted. I am aware that due to small prints, T&C's and various other strategies they can sneak out of most things, however that is not what i want when the creature i love most is in need. I have also decided to look elsewhere for insurance.
Napo are deplorable, they are dishonest, their morales are hideous, they are NOT here to help you in your time of need, if they can get round paying they will, everytime. DO NOT trust the great intro prices and high cover rates. You will end up out of pocket and in debt with your vet. Napo will not help you. If there is a single loop hole they can duck out of, i promise you they will. I have suffered first hand, as has eveyone i brought to Napo ( i would like to very clear that they have all now left).
I was a loyal customer for years, even spending hours on the phone in the early days discussing marketing with them and possible social colaborations, i now advise anyone looking for insurance to run a mile from Napo.
They are also impossible to get hold of as they do not have a phone you can call. If you email and request a call, someone will then email you back within 24 hours and give you an option to schedule a future call, excellent when you are in a panic and desperate to speak to someone urgently! If you escalate any process you will get repsonses from faceless employees hiding behind anonymity that are cold and unhelpful.
When reading reviews, i tend to take the bad reviews with a pinch of salt and make judgements based on the picture i have already built in my head, please do not take this review with a pinch of salt. This company are hideous.
Reply from Napo Pet Insurance2026-07-08
Hi Jessica,
Thank you for taking the time to submit a review, and sorry you have had a negative experience with Napo.
I can see our claims team are trying to set up a call with you. The claim has not yet been declined and is currently on hold.
Please do respond to their emails so they can discuss the information required to continue reviewing the claim.
All the best,
Chloe
Prompt attention to the claim by really friendly people especially Lorna of the Napo Claims team. Thank you all and keep up the good work! Oh, and Pippa says Woof Woof too!
Reply from Napo Pet Insurance2026-07-28
Hi Roy, thanks for taking the time to tell us about your experience with Lorna. We’re glad they could help you and Pippa, and we hope they’re feeling better!
Take care, Sarah from Napo 💙
When worried for your pet being reassured you are doing the right thing and being given advice on what to do next is invaluable, particularly when out of hours for your vet. Am just about to ring for appointment with vet as per FirstVet advice but relieved that symptoms have not worsened. So glad FirstVet is included with my Napo insurance.
Reply from Napo Pet Insurance2026-07-28
Hi Sue, the FirstVet service really is amazing, isn’t it! We’re so glad it gave you peace of mind, and we hope Tigger is feeling better. Give them a fuss from us.
Sarah from Napo 💙
I think napo insurance are amazing , took out insurance for my dog few mths ago , my dog cruciate ligament needs operating on and it’s a big op and expensive too , I put in my first claim and napo was fast and efficient and approved my claim , excellent service
Reply from Napo Pet Insurance2026-07-28
Hi there, thanks for leaving such lovely feedback. We're so glad we could provide a brilliant Napo experience for you.
Take care, Sarah from Napo 💙
Easy to arrange
The vet was efficient and empathetic
Clear verbal communication confirmed in writing
Reply from Napo Pet Insurance2026-07-28
Hi Lindsey, we think the FirstVet service is super, and glad you do too! We hope it’s taken some of the stress out of Squirrel 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
Vet was very supportive, professional and thorough.
Reply from Napo Pet Insurance2026-07-28
Hi there, the FirstVet service really is amazing, isn’t it! We’re so glad it gave you peace of mind, and we hope Vila is feeling better. Give them a fuss from us.
Sarah from Napo 💙
Incredibly easy and the bill was refunded same day as the claim!
Reply from Napo Pet Insurance2026-07-28
Hi Cathy, thanks for taking the time to tell us about your experience with claiming. We’re glad we could help you and sort the claim quickly! We hope your pet feeling better!
Take care,
Sarah from Napo 💙
All round brilliance from this company
Easy process and good comms
Reply from Napo Pet Insurance2026-07-28
Hi Debby, thank you for taking the time to leave your feedback, and we’re glad you felt the process was easy. Having a sick pet is stressful enough without the extra worry about claiming!
If you ever need our help again, don’t hesitate to reach out. 💙
Sarah from Napo
I ve had my cat for 9 years and this is the first vet claim ever. I found Napo website and dashboard very easy to use. I submitted my claim , Napo contact the vets and once dealt with by them I got notified of the whole process and I'm delighted to say that my claim was resolved in a matter of hours.
I also used their contact hub where you put a few details in and you can ask a question ie whether her latest treatment would be covered and I got an answer straight away . I was sceptical about using this service as you don't talk to a person face to face but the answer was totally correct
Reply from Napo Pet Insurance2026-07-28
Hi Julie, we’re glad you found our claims process so easy and straight forward! 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 cat is feeling better. 💙
Sarah from Napo
Easy to claim and paid out within a couple of days. Fab service from Napo!
Reply from Napo Pet Insurance2026-07-28
Hi Chloe, thanks so much for the review. We're glad you found the claiming process so easy and that we could assist you quickly. I hope your pet is feeling better.
Sarah from Napo 💙
I have only recently got my kitty from abroad and got this insurance. I have already had to use their 24/7 vet video service and I was so impressed. It is a wonderful service and worth the monthly cost alone! Gave me peace of mind and I could talk to a professional within 30 minutes! I am a happy customer after only a week!
Reply from Napo Pet Insurance2026-07-28
Hi Georgina, thanks for your review of the FirstVet service. We’re pleased that you were able to use it for Astro and that they were able to provide their professional advice.
We love that we were able to provide additional peace of mind to our Napo members.
Take care, Sarah from Napo 💙
I had to make a claim with NAPO Insurance in the last few days, and they paid it without any issues at all. The communication throughout the process was excellent, and everything was handled quickly and professionally.
What really sets them apart is their compassion. When our beautiful dog Wilf passed away, they sent us a thoughtful card and beautiful flowers, which meant so much to us during such a difficult time.
I can't thank NAPO Insurance enough for their kindness, excellent customer service, and support. I would highly recommend them.
Reply from Napo Pet Insurance2026-07-28
Dear Karen, we’re really sorry to hear about the loss of your beloved Wilf, it breaks our hearts when we hear such sad news.
It’s the least we could do to support you in this difficult time. Please reach out if there’s anything else we can do to support you.
Sarah from Napo 💙
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