I have had my dog on Napo for 6+ years…
I have had my dog on Napo for 6+ years and have never claimed. I loved the founders message regarding loving his dog Napoleon so much that he wanted to do something in his memory to help other pet owners that struggled to find decent insurance and loved their pet so much and thought they were the BEST when i signed up, i brought 8 people to the company aswell. I now think its very sad that the company has not lived up to the original ethos. Every year, despite never ever making a claim my policy increased and i happily paid as i was absolute in my belief this was a wonderful company. I ended up paying upwards of £80 a month for a 6 year old dog who had never ever claimed. I actually was forced to look around in January of 2026 and Napo came up at 50% cheaper than i was paying, when i reached out they wouldnt do anything about my premium, so i left and re joined at the cheaper option ( wonderful customer retention for a loyal customer there guys!). My mother, who i had also introduced, made a dental claim that was denied when we dug into the reasoning behind the decline, it was horrifc, Napo literally split every hair they could to try and wriggle out of supporting their customer. Evntually after a lot of support from our vet, we were able to back them in to a corner and they had to pay. My mother promptly left and moved to Purely Pets. I have now had a similar experience and i am beyond gutted. I am aware that due to small prints, T&C's and various other strategies they can sneak out of most things, however that is not what i want when the creature i love most is in need. I have also decided to look elsewhere for insurance. Napo are deplorable, they are dishonest, their morales are hideous, they are NOT here to help you in your time of need, if they can get round paying they will, everytime. DO NOT trust the great intro prices and high cover rates. You will end up out of pocket and in debt with your vet. Napo will not help you. If there is a single loop hole they can duck out of, i promise you they will. I have suffered first hand, as has eveyone i brought to Napo ( i would like to very clear that they have all now left). I was a loyal customer for years, even spending hours on the phone in the early days discussing marketing with them and possible social colaborations, i now advise anyone looking for insurance to run a mile from Napo. They are also impossible to get hold of as they do not have a phone you can call. If you email and request a call, someone will then email you back within 24 hours and give you an option to schedule a future call, excellent when you are in a panic and desperate to speak to someone urgently! If you escalate any process you will get repsonses from faceless employees hiding behind anonymity that are cold and unhelpful. When reading reviews, i tend to take the bad reviews with a pinch of salt and make judgements based on the picture i have already built in my head, please do not take this review with a pinch of salt. This company are hideous.