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.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.
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.Highly recommended clear concise instructions and very prompt settlement of claim Thank you
Hi there, we’re glad you found our claims process clear and 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! We hope your pet is feeling better. 💙 Sarah from Napo
This company is a wolf in sheep’s clothing. All the marketing portrays care and compassion for pets. The reality is, on year two-three they will increase prices 100-200% and when you claim, they will look for any reason to reject it. I will be taking them to court to recover costs of what should have been paid. Awful business, avoid. NB: their replies are always copy and pasted template rubbish trying to justify their extortion, I’ll expect the same here. See you in court!
Hi Ben, I'm sorry to read through your review as it's not the experience we aim to provide. I can see that our team are in contact with you regarding this and we'll see how we can support you further. If you have further questions or concerns, please don't hesitate to reply back to us. Best wishes, Nikhil from Napo
I spoke with a lovely Spanish vet last night after my dog very suddenly was covered in large hives. She gave me great advice, lots of reassurance, answered all of my questions & to my surprise, using cold water alone to rinse & cool her skin brought the swelling down by 80%, this was the lovely vet’s recommendation. I’m so glad I remembered to use this service in a bit of a panic. Huge thank you to the lovely vet, she really soothed an uncomfortable dog & a panicking owner!
Hi Kirsty, thanks for your review of the FirstVet service. We’re pleased that you were able to use it for Poppy and that they were able to give you some advice. We know how worrying and stressful it can be when your pet is showing signs of being ill, so I'm glad they could provide additional peace of mind to you. Best wishes to you and Poppy, Sarah from Napo 💙
I had an issue with a policy renewal that resulted in my having an additional policy with expenses that I didn't need (and didn't notice for a while). Napo were outstanding and refunded all of the payments made in error. Furthermore, the customer service was friendly and caring; first-class customer service from an insurance company - it's certainly a first for me.
Hi there, thank you for leaving such wonderful feedback! We’re glad we could help you and sort out the additional policy as I can imagine this was a bit of a worry! Best wishes to you and your pet. Sarah from Napo 💙
Got scheduled call on time and the vet was very helpful and even looked up nearest emergency surgery.
Hi Stephen, thanks for your review of the FirstVet service. We’re pleased that you were able to use it for your pet and that they were even able to help you finding a local vet! We love that we were able to provide additional peace of mind to our Napo members. Kind regards, Sarah from Napo 💙
Very quick response from the vet, was called back via video call within 15 minutes. Very clear advice given and reassurance by the vet. Great service offered.
Hi there! The FirstVet service really is great, isn’t it! We’re so glad it gave you some reassurance during a stressful time and we hope Boojee is feeling better. Give them a fuss from us. Kind regards, Sarah from Napo 💙
Making a claim with Napo pet insurance was so hassle free, a few simple steps and questions on the the claim form, Then Napo dealt with the Vet practice directly.A couple of follow up quest from Napo then the Claim was Completed. Super easy to deal wit. Fully recommend Napo pet insurance was. Top marks.
Hi Ian, thank you for the lovely feedback. We’re glad you found our claims process stress free! It's stressful enough to have a sick pet, so we want to make sure getting our help is as easy as possible so you have one less thing to worry about. We hope your pet is feeling better. Thanks again! Sarah from Napo 💙
Absolutely fantastic company, so helpful and supportive throughout our dog’s heart failure journey and once he had passed we received the loveliest rose bush plant and card in the mail. Could not fault napo, such a genuine, wonderful service. Thank you xx
Hi Lola, we’re sorry to hear about the loss of your beloved pet who we understand was a big part of the family. Hearing such sad news is heartbreaking, and we know how hard losing a pet 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. 💙 Warm regards, Sarah from Napo
I have tried to set up a direct debit with Napo to open a new policy and I keep on receiving email that my Direct Debit cannot be set up. My bank has never received their request and Napo's customer service has been unhelpful. What a shame! Such a poor service.
Thank you for sharing your feedback. We’re really sorry to hear setting up your Direct Debit has been frustrating. We understand how disappointing this experience must have felt. From what we can see, our team has been supporting and guiding you through the setup process, the good news is that things now seem to have been sorted. We’ll continue to support you and keep an eye on everything to make sure it stays on track. Thank you for your patience 🐾 Lou Customer Champ | Napo
All the staff were amazing when our Lola died so helpful they took away all the stress thank you all so much for the card and the rose bush I was blown away by you kindness thank you xx
Hi Amanda, we’re sorry to hear about the loss of Lola. Hearing such sad news is heartbreaking, and we know how hard losing a pet can be as they are part of the family. 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. Warm regards, Sarah from Napo 💙
Napo are by far the best insurers I have ever had. They have always dealt with claims quickly and without the usual thousand questions other companies have. I would definitely recommend.
Hi Susannah, we think it’s really important to make the claims process as simple as possible and we're glad you had a good experience! You and your pet should be spending time chasing toys and tails, not claims. We hope they’re on the mend, and we’re here if you need to get in touch. 💙 Take care, Sarah from Napo 💙
To be honest, we were already expecting this would happen because we had read many similar reviews from other customers complaining about huge premium increases after the first year. Sadly, our experience proved them right, and I now want to add myself to the growing list of customers sharing their experience. Tokaji is only 2 years old and had just one claim in the entire year, due to an accident — not an ongoing illness or chronic condition. Despite this, his monthly premium increased from £40 to £62 per month, over 1.5 times what it previously was. Our other dog, Saffron, is 5 and a half years old. Her monthly premium increased from £43 per months to £130, thrice as much. We claimed between £1,500 and £2,000 during the policy period, yet the renewal premium increase is almost equal to the amount claimed. At this point, it starts feeling less like insurance and more like a loan repayment system. I completely understand that premiums can rise, especially after claims, but these increases feel excessive and unjustified. Existing customers should not feel punished for using the insurance they have been paying for. Because of this, we have already moved both dogs to another insurer. If Napo continues operating this way, I imagine many more customers will end up the same, and it is a shame as their customer service and the speed of repayments for claims are otherwise very efficient - sadly it only works for year 1 though.
Thank you for taking the time to share such detailed feedback. We’re really sorry to hear about your experience and your feeling about the renewal. We appreciate how difficult it can feel. Premiums can change at renewal for a number of reasons, including your pet’s age, breed, claims history, the cost of veterinary care, and wider market trends. That said, we recognise that increases can feel difficult to understand and budget for, especially when you’re trying to make the best long-term decisions for your pets 🐾 Before you leave, please feel free to get in touch with us, If it would be helpful, we would be more than happy to talk you through some options that may help reduce the cost of your policy. For example, we could explore different cover limits or look at adding a voluntary Co-pay excess, which may help lower your monthly payments while still keeping cover in place. In the meantime, we’re genuinely sorry to hear that this experience led to your decision to seek a new insurer. While we’re pleased to hear you found our customer service and claims process helpful, it’s disappointing to know we weren’t able to continue supporting Tokaji and Saffron. Your feedback is important and will be shared. We truly wish you, Tokaji, and Saffron all the very best 💙 Lou Customer Champ | Napo
Such a clever and easy process to make a claim. Service throughout has been brilliant, would highly recommend NAPO for your pet insurance
Thank you for such lovely feedback - we're so pleased we were able to support you throughout your claim. Take care, Fiona
I rarely leave negative reviews, but I think people should be aware of how extreme the renewal increases can be with Napo. When my wife and I first joined Napo, our premium was £35 per month. At the first renewal — despite no claims whatsoever — it increased to £52. Now, following one relatively small claim, the renewal quote has jumped again to £98 per month. That is an enormous increase in a very short space of time and makes the policy feel financially unsustainable long term. The frustrating part is that once your pet has any medical or behavioural history recorded, you feel stuck because switching insurers could mean exclusions elsewhere. To be fair, the customer service staff themselves have always been polite and helpful, and the cover sounds great on paper. But none of that matters if the premiums increase so aggressively that customers eventually can’t afford to stay. Pet owners should seriously consider the long-term affordability before signing up. A low starting premium means very little if the renewals rise this dramatically after only a short time and minimal claims history.
Thank you for taking the time to share your feedback. We’re really sorry to hear how disappointed and frustrated you feel about your renewal pricing. Pet insurance premiums can change at renewal for a number of reasons, including your pet’s age, breed, rising veterinary costs, claims history, and wider market factors. We appreciate that this can feel especially difficult when you’ve only made a small claim and want to continue protecting your pet long term 🐾 We’re very grateful for your kind comments about our customer service team, it truly means a lot to hear that they’ve been helpful during your time with us. We never want customers to feel unsupported, and we’d really welcome the chance to review your policy with you and explain the renewal in more detail as well as share any options that may help with the renewal cost. Please get in touch with us directly so we can take a closer look and see if there’s anything we can do to help. - [email protected] Thank you again for sharing your experience, feedback like this is really important to us 💙 Lou Customer Champ | Napo
Predatory is all I can say. All insurance pretty much are. My little cat has been perfectly fine for 3 years of the cover at 21 quid per month. She had some diarrhoea and blood from straining, we didn’t know it was that at the time, and got some tests. All fine it’s her diet and now she is stable and all good. The vet fees were 500 after excess. Napo to their credit paid out perfectly fine but now expect, after renewal, 45 a month…. I could understand if it was an on going issue but it’s fine as it was diet related. They already made more than 500 in the 3 years. They up it so much so you jump ship but the thing is no one else will cover intestinal issues just because of her having been the vet. So it’s stick with them and pain the massive increase or jump ship and go to someone who won’t cover ANYTHING GI related just because of an upset stomach and worried parents. absolutely disgusting companies get away with this. Tbh go with LV. My friends cat had dental issues TWICE both costing 500-600 each time and their premium only went up to 55 (from 25). Avoid Napo like the plague. Good when nothing happens but sting you when you really need it. Following other people’s example I will be reporting this to Financial Ombudsman Service for their fair value rules. Diorreah that is none medical and proven to be diet based should NOT lock you into an insurer and their predatory price rises.
Hi Simon, I'm really sad to read of your experience with us. I'm going to take a look into this to see what has happened. In the meantime, if you need help please don't hesitate to reach out at [email protected]. Best wishes, Nikhil from Napo --- UPDATE 03/06/2026--- Hi Simon, Thank you for your patience while I looked into this for you. I can certainly appreciate that price increases can be unexpected at times but please know that we take pricing very seriously. To provide some context, at renewal what we’re essentially doing is calculating the future risk going into the next year and then pricing it accordingly. We look at a pet's age, breed, gender, location as well as vet fee inflation and any claims made. We combine all these factors to calculate the final renewal price. As a result, it’s hard to compare two different pets with differing factors, but I can still appreciate you expected less of an increase. I can see that our support team supported you with your renewal options, and we also conducted a thorough review of your feedback with next steps should you remain dissatisfied. If you ever need us again, please do not hesitate to reach out and we’ll be on hand to assist. Please take care and have a lovely week. Best wishes, Nikhil from Napo
We've been with Napo for several years on a lifetime policy. Our dog was diagnosed with epilespy and had numerous hospital visits, repeat prescriptions and health checks through the years. For every single claim, Napo quickly confirmed and paid with no issue. The annual renewal prices were more than we were expecting, but with an unhealthy dog and increasing insurance costs nationwide, we were always well within getting our money and policies worth with them. Our dog passed away recently, and dealing with final claims for his policy were made so much easier by the genuinely friendly support team who helped us through every step with care (thank you Steph). Your pet will be in good hands with Napo.
Josh, what a lovely review. We're so glad we were able to support you with Vinnie's treatment and end of life care. He was lucky to have such a caring owner. We wish you all the best, Fiona & The Napo Team
Great insurance for my 2 chihuahuas, I’ve had to claim a couple of times for both and payouts were done so quickly no stress at all. The FirstVet app is also handy can use this before having to go to vets and pay a fortune
Thank you for your lovely feedback Lesley. We're so pleased we were able to provide a stress-free experience for you. We hope your lovely chihuahuas are both doing well! Take care, Fiona & The Napo Team
I would like to Thank Deniz and all her team for excellent support. As always they go above and beyond. Deniz is passionate about what she does and so caring. Always fast at paying out and sort any issues you may have very smoothly. Thank you xx Lynn Beaumont, Rosie and Meghan x
What a lovely review! Thank you so much Lynn - we've made sure Deniz received your feedback directly and she's thrilled she was able to support you when you needed help. We wish you, Rosie and Meghan all the best. Fiona & the Napo Team
This company is friendly, efficient and easy to deal with. They dealt with our claim incredibly quickly. In dealing with our claim they were open- minded, willing to listen to a reasoned argument about why our claim (initially refused) should succeed, and ultimately, were inclined to be generous. Highly recommended!
Thank you for your lovely feedback Clare. We're always happy to work with our customer to get the right outcome for their claims - so pleased we were able to cover your claim for you in the end. Fiona & The Napo Team
Haven’t really had to use the service yet but good that I can see a behaviourist for free. I do not understand why my insurance has gone up by £20 this year and it is making me consider changing insurances
Thanks for your feedback. If you have any questions about your policy or premiums, please do reach out to [email protected] and we'll be happy to help. Take care, Fiona
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