Napo Pet Insurance

24 hr on line vet service

Excellant 24 hr access to on line vet vidio call and advice and no quibble payment for vet treatment

Stewart WardUnited Kingdom · 2 reviews · Experienced 2026-06-03 · Posted 2026-06-05

Very easy to use online claims process

Very easy to use online claims process. A very quick and efficient service from the claims department. Agreed payment within 2 days of making the claim.

Fantastic from start to finish

Fantastic from start to finish. I really appreciated the personal touch from Napo who genuinely cared about the loss of my pet. I would highly recommend Napo to any dog (frenchie) owners!

The vet was really knowledgeable and…

The vet was really knowledgeable and helpful. Gave us some good advice and assured us that a visit to the vet is the right thing to do for Dexter.

Renewal Extortion for my 3 year old dog.....

We have insured our cherished American XL Bully with Napo since July 2023. When we first took out the policy, we paid around £79 per month for £12,000 of annual cover and felt reassured knowing our dog was protected should the worst happen. Unfortunately, a few months later she suffered a cruciate ligament injury and required TPLO surgery. Napo covered the treatment, and at the time we were genuinely grateful. The claims process was handled well, allowing us to focus on caring for our dog during her recovery. Less than six months later, her other hind leg failed and she required a second TPLO surgery. Again, Napo covered the treatment, and we appreciated the support. When renewal came around, we fully expected our premiums to increase due to the claims history. However, we were shocked to receive a renewal quote of around £230 per month. Despite the financial strain, we wanted to keep our dog protected, so we reduced our cover from £12,000 to £8,000 per year, bringing the premium down to approximately £170 per month. Fast forward another year, and in that time we have submitted only one claim for around £140. Despite this, our latest renewal quote has arrived at an astonishing £385 per month. I understand that insurance premiums are based on risk, claims history, breed, age, and rising veterinary costs. I also understand that insurers are businesses, not charities. However, increasing a policy from £79 per month to £385 per month in just three years leaves responsible owners with little choice but to question whether continued cover is realistically attainable. As XL Bully owners, we have faced significant challenges in recent years and have done everything required of us to comply with legislation and ensure our dog is cared for responsibly. One of the reasons I recommended Napo to others was because they appeared willing to support owners of a breed that many companies were reluctant to insure. For that reason, this renewal has been particularly disappointing and gut wrenching. Napo were there when we needed them most, and I will always acknowledge that. However, the level of premium increase now being requested feels excessive and risks pricing loyal customers out of the very protection they have spent years paying for. I hope Napo can provide greater transparency around how these increases are calculated and consider how such pricing impacts responsible owners who simply want to continue providing their pets with the care and protection they deserve.

Having first vet on call 24 hours a day…

Having first vet on call 24 hours a day is a fantastic benefit from our Napo Insurance. An immediate response from a qualified vet via a video call is extremely helpful and reassuring if you have a concern about your pet. Within 2 hr of contacting First Vet we had a clear understanding of what the issue was and what we could do immediately and the next day

Napo are a dubious outfit.

I took out pet insurance for my dogs through Napo. At first, they seemed pretty average, although with no phone line, contact and comms was annoyingly slow. However, as with all insurance, the proof of the pudding came when I needed them most. I had a third party claim against my younger dog, an incident which resulted in a serious injury. Despite saying they covered third party claims, Napo suddenly decided that they don’t. They refused to support me, claiming to be “insurers of last resort”. They were intransigent and denied all responsibility. I ended up going through a legal claim via my household insurers (who were less than impressed with Napo). To add insult to injury, Napo have now contacted me to say they used a claim handler and now want a £250 excess payment. This for the claim they refused to handle. AVOID

The vet I spoke to was very helpful and…

The vet I spoke to was very helpful and on time for our video call. She gave me some good advice on options to help me with my dog. My German Shepherd is a fussy eater but has eaten less during the heatwave. I was sent a report and advice within a short time period. A* I couldn’t fault this service from booking and talking to the lovely vet.

Very helpful and easy to use

Quick and easy to organise and reassuring that my dog was checked over the bank holiday weekend

Prompt and courteous treatment.

Miss Myfanwy jonesUnited Kingdom · 6 reviews · Verified · Experienced 2026-05-25 · Posted 2026-06-01

Fast, Compassionate, and Stress-Free Claims Service

I cannot recommend Napo Pet Insurance highly enough. They have been absolutely outstanding for us during a stressful time with our dog. Despite it being an out-of-hours period and over a bank holiday, their support and efficiency were exceptional. They handled everything incredibly quickly and paid our vet directly within a day, which took a huge amount of worry and pressure off us. The whole process was smooth, professional, and stress-free. It’s rare to find such excellent customer service, especially during a bank holiday period, but Napo exceeded all our expectations. We are so grateful for their help and support and truly appreciate everything they have done for us and our dog Hugo . Thank you, Napo, for being there when we needed you most. Outstanding service and highly recommended. 🐾❤️

Outstanding services as always

Outstanding services as always! Sadly my dogs have been poorly but knowing that I have Napo insurance helps ease so much of the stress and anxiety.

I clicked on the app I needed to make a…

I clicked on the app I needed to make a claim entered my vets email address and Napo took care of everything! Received an email when claim was paid and I popped to the vets to pay my excess. Absolutely brilliant service especially when you have a poorly pet 5 ⭐️. Highly recommended

Brilliant service from Dr Sant

Brilliant service from Dr Sant, she gave me very helpful advise and put my mind at rest

Very pleasant and patient with me…

Very pleasant and patient with me ensuring I understood everything I needed and able to talk to 1 single person to build the personal relationship rather than a corporate heartless company. As well as claims sorted extremely quick within a few days never had insurance act so fast I highly recommend and they will do everything possible to make the process as easy and pleasant as possible

Successful Video Consultation

The video call was made at the agreed time and the vet explained everything very well and sent a detailed outline of the consultation and the advice offered which was great as it's easy to forget what has been said.

Quadruple penalty for claiming in the renewal price increase

After about couple of years with no claim, I recently claimed one relatively small treatment for which Napo paid only £42.61 (less than 30% of the actual expense I claimed) and because of this single claim now they are increasing my policy with more than £170 per year. So effectively they are penalizing me with an increase which covers more than four times for what they have paid (4*42=168). Edit: Dear Nikhil, you already have all the the information needed if you really wanted to help, because I sent it to the email you put in your reply before this review was published but you hurry to put a reply here to simulate that you care for customers much before you actually try to answer the request for support sent to you earlier. Obviously marketing is more imptortant to you than actually caring for customers. Thank you for demonstrationg it with your reply!

I’ve had a really positive experience…

I’ve had a really positive experience with Napo Pet Insurance. Their claims process is fast, simple, and stress-free. When I submitted a claim, the response was quick and the communication was clear throughout. Customer service has also been friendly and helpful whenever I had questions. It’s reassuring to know my pet is covered by a company that genuinely seems to care and handles things efficiently. I would definitely recommend Napo to other pet owners looking for reliable insurance.

Low premiums for new customers so they can rope you into lifetime coverage blackmail when it comes to renewal premiums

I’ve been with Napo since rescuing my dog and thankfully have never made a claim in 3 years. My premium started at £28.40, increased to £35.15, and has now risen again to £51.76 a month despite no claims. I understand premiums increase with age and vet costs, however what disappointed me was finding new customer quotes from Napo for the same £12k lifetime cover at around £20 less per month, while my renewal also included reduced policy terms and new caps/exclusions. When I raised this, I repeatedly received scripted responses about “new terms and exclusions,” despite the policy terms themselves already changing at renewal. I eventually requested to speak to a human agent rather than a bot, but days later I’ve still had no response. My issue isn’t that premiums rise, it’s the scale of the increase, reduced value at renewal, and lack of transparency for existing loyal customers.

Claim was submitted and within an hour

Claim was submitted and within an hour, it was approved!! Amazing service