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.