To be honest
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.