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.
After having a terrible experience with a previous insurer, I was very dubious and fearful of pet insurance claims. I was dreading putting a claim in for my dogs surgery and ongoing complications. I have to say I am utterly taken aback, in a good way. I never thought claiming would be so straightforward. The £99excess is by far the cheapest and the fact you only pay it once per condition is a financial godsend. There's no form filling on my part, just an email sent to the vet on my behalf. My vet completes the form online almost within the hour and by the end of the working day, at most 48hrs, the decision is complete. I'm ecstatic that all of the claims have been approved and the financial support is there. I couldn't stand the stress and extra worry about insurance claims, on top of an already stressful situation with my dogs illness. Thankfully Napo have taken that burden away completely. I can't say I'm looking forward to the premium hike in a year though, going on other reviews and experiences. Why do insurance companies let themselves down with ridiculous renewal prices. I hope they prove me wrong. 🤞
I found dealing with Max’s insurance policy since he became unwell very efficient. Napo deals directly with my vet and it is really quite seamless with a very prompt payment
Easy website, was able to book an appointment for the same evening literally an hour later. Vet was helpful, explained what to do and next steps, the information is there for me to reread, and it was really great to be able to speak to someone out of hours without having to leave the house.
Would definitely use again and recommend
I've used a few different insurers (petgevity and waggel), I was a bit scepticle of napo initially due to how they insure older pets, but having had a terminally ill old cat I've nothing to complain about with them. A little more pricey than the others, but they let me insure him up to £16k which was brilliant, and we're really good with me - even sent me some roses and sunflowers along with a condolences card today after I informed them he passed a few days ago. Overall I'd reccomend.
Have had ongoing medical issues with my dog for a few months and Napo insurance have promptly paid my vets for each lot of treatment she has had and have kept me informed of each payment as and when paid.
My dog recently unexpectedly passed away, steph was continuously in contact with me and checking in on me along the way until the claims team took over, i also received a lovely flower plant in the post, thank you so much for all your kindness
Fantastic service. Claimed and paid out in full within 4 days. No lengthy form filling, just a couple of simple questions with tick boxes and they did the rest. Can recommend Napo 100%
My dog became very unwell. I contacted the first vet online, included in my policy. I was given good advice, and was advised my dog needed emergency treatment . I took her to vet and she needed to stay in. When I had to put in the claim the next day, the process was very quick and easy. Napo has been amazing. The claim was settled within a few days. Any corespondance always says that they hope my dog is ok and really kindly put. I would not hesitate to recommend Napo to anyone. Ive claimed a couple of times for both of my dogs, and very satisfied with the whole process.
Paid More for Peace of Mind – Received Uncertainty Instead
I switched to Napo because the headline cover looked excellent: £16,000 of annual veterinary cover and £2,000 of dental cover. In fact, I was paying more than I had with my previous insurer because I wanted greater peace of mind as my dog got older.
Unfortunately, my experience has been the complete opposite.
Around 18 months into the policy (March '26) my dog required significant dental treatment, including extractions. Given the cost involved (over £1,600), I attempted to obtain pre-authorisation before proceeding. Napo does not offer a pre-authorisation service. Instead, I was directed back to policy wording and expected to interpret complex terms and exclusions myself whilst making important healthcare decisions for my dog.
Faced with a veterinary recommendation and no clear confirmation of cover, I had little choice but to proceed. The claim was subsequently rejected, leaving me more than £1,600 out of pocket.
What makes this particularly frustrating is that I moved insurers in good faith. As far as I was aware, my dog had no relevant pre-existing conditions. However, when reviewing historic veterinary records, Napo chose to rely on a benign historical note to apply exclusions and restrictions which only became fully apparent when I came to claim.
The reality is that most pet owners are not vets, insurance underwriters or lawyers. Yet when seeking guidance before expensive treatment, I found myself being repeatedly referred back to policy documents rather than being given a clear indication of whether treatment was likely to be covered.
I encountered exactly the same issue when my vet later recommended an echocardiogram (May '26). Despite my previous experience, Napo would still not provide pre-authorisation or a clear coverage decision before treatment.
My biggest lesson from this experience is that headline cover limits tell only part of the story. Prospective customers should understand how claims are assessed, whether pre-authorisation is available, and how historical veterinary records may be interpreted before switching providers.
Personally, I would never switch pet insurers again and I certainly regret switching from ManyPets to Napo.
Reply from Napo Pet Insurance2026-06-16
Hi,
Thank you for taking the time to share your feedback.
We're sorry to hear that you remain disappointed with your experience and the outcome of your claim.
As outlined during your claim journey and within our policy documentation, Napo does not offer a pre-authorisation service. While we're happy to explain how policy terms may apply, we cannot guarantee whether treatment will be covered before a claim is submitted and assessed alongside your pet's full clinical history.
We appreciate that this may not have been the experience you were hoping for when choosing your policy, particularly given the significant costs involved.
Your concerns have already been fully reviewed through our formal complaints process, and a final response has been issued.
Should any new relevant information become available in the future, we would be happy to review this accordingly.
We do, however, appreciate you taking the time to share your feedback, which has been noted and shared internally.
If you require future support, please do not hesitate to contact us at [email protected]
Best wishes,
Lou
The Napo Team 🐾
The vet was very good and went through all the possible problems that nala had. She made me feel at ease and gave me lots of information about what she thinks my dog has, she also gave solutions and what time frame to expect.
Napo have been amazing throughout my cat Izzy’s life. Claims were always easy and stress free, and when he passed, they sent a rose plant to say sorry for my loss. Such a thoughtful, compassionate company. Highly recommend.
I was fortunate enough to never have to make a claim with Napo but always thought that their prices were lower than average. I had the most heartbreaking task of contacting them to cancel my policy due to the death of my pet. I spoke with Chloe who handled the situation with so much care and she remembered to contact me days later to confirm the cancellation. I then received some beautiful roses from the Team. I won’t forget the kind gesture. Thank you to Chloe and the Team.
So impressed with the service. Sought treatment for my dog and a week later funds were back in my bank account - within an hour of my confirming my bank details! Amazing!
The service has been so easy I haven’t the words to describe it. It has taken all the worry away so I can concentrate on getting my much loved dog well again.
Thanks to the Napo team (and my vets) so making this process so easy.
Absolutely fantastic, claims form was issued immediately upon request. As soon as my VET sent claim it was responded to immediately.I was asked to confirm information on claims form and within hours of my response, claim was accepted and payment made within 3 days. Well done to all involved , I would recommend this company to anyone, excellent.
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