Napo Pet Insurance Arvostelua 

Punctual polite clear instructions very good service.

Our cavachon started developing some lumps on his back and one was knicked at a trip to his groomer - it didn't heal properly so we took him to our vet. They cleaned up the wound but also did a biopsy. A week later we were told that the lumps needed to be removed at which point I started the claim process with Napo.

The process was straightforward - I did everything on line - when I had questions, I used their chatbot service and I have to say I was amazed at the quality of the responses - normally you end up getting frustrated with these services not getting answers you need and end up calling instead. This was not the case with Napo.

I submitted everything for the claim - then it went through a review process and was approved 72 hours later - everything was done completely online.

I can't recommend them highly enough.

The vet I saw was lovely and very knowledgeable. Provided reassurance and advice on what to do. Speedy service, was dealt with within a thirty minute timescale of booking the appointment to speaking with her. Very happy with the service provided and very thankful!

We had our dog insured with Napo for a couple of years. Last years renewal was a fairly steep 25% increase from £65 pm to £81 pm with no claims being made but we decided to stay with them for the lifetime cover. We made our first claim for treatment this year (around 2.8k for a CT scan) which I will say was reimbursed quite quickly and was a painless process. Unfortunately off the back of this our renewal has come in at an increase of 184% to £230 pm. I honestly thought it was a mistake because it was such an absurd increase so I contacted them to find out what proportion of the increase was relating to his age and how much was for the single claim we made and they weren’t willing to show any transparency here and were adamant that this increase was correct. The increase feels very unfair and disproportionate to the claim made and it really feels disappointing that they are essentially just pricing people out of lifetime cover. Needless to say, we’ve gone elsewhere.

I gave 5 stars because the vet was very knowledgeable, explained that I needed to keep an eye on Daisy. The process was fine for advice. I ended up having to take Daisy to the out of hours, an hour and a half later because she was crying in pain. Which the vet had included in her advice if she got worse.

This insurance company is simply the best , i have 3 dogs insured with them 1 has just died and the compassion they showed through his treatment and subsequent death was brilliant thankyou NAPO

I contacted FirstVet for an out of hours consultation. The vet was incredibly helpful and knowledgeable. A diagnosis was given and clear next steps. Overall a helpful and effective response

Very good service, very quick, great advice given

Claimed for our dog having ucler in eye was paid into my bank less than 24 hours excellent thank you

This was our first time claiming for out dog Rosie. She had an investigation and needed TPLO surgery. She had the surgery and within days NAPO had approved the claim and we were notified that our vets would be paid shortly. We were impressed with NAPO staff and how we were kept informed at every step. We cannot recommend them highly enough.

Was able to choose a time suitable for me to speak to a vet no waiting
Very friendly and helpful

Do not understand the high ratings. There increases each year (just had a 22% increase) exceed inflation, excuses relating to vet costs and age is BS. Why don't they actively confront extortionate vet's in this country? They don't because they don't care and would rather just fleece their clients/customers.
RESPONSE: to Napo response below.
I have already contacted you and received a BS reply hence my original submission here!
No decreasing premium only reduce cover is your answer!
What about putting some effort and cash into changing the extortionate fees charged by vets, like you, they only want to ensure they get that Bentley and don't give a shit for animals. Can you imagine how many animals suffer in this country because people can't afford the vets in this country? Address this! Lower vet fees means lower premiums, but this is not the only problem, Napo as stated are like the vets, just in it to get the Bentley.

What an amazing service first thing on a Sunday morning. The vet was knowledgable, so helpful and I now have 1 happy dog.

Vet answered our questions and advised in person vet visit was best but assured us not an emergency so to arrange for next business day as weekend today.

Claiming is very easy and always paid timeously.

This was my first time making a claim with Napo, and I’m extremely happy with the experience. I’d heard mixed reviews beforehand, so I was a little uncertain about how the process would go, but Napo handled everything incredibly quickly and all of her emergency surgery has been sorted.

I actually had more issues dealing with the vets than I did with Napo! Really impressed with how smooth and stress-free the claim process was, especially during such a worrying time. Super happy with the service — thank you, Napo!

Didn’t pay out for my cat Luna’s dentistry because apparently she hadn’t had a dental checkup within a required timeframe and we were out by a few months. It would be nice if they made it clear that this is necessary because it is not intuitive.

The claim was dealt with quickly and efficiently and I would highly recommend Nap pet insurance

NAPO originally declined my claim due to information received from my previous vet which was very brief and incomplete.
I actually left a very negative review for them on trustpilot, and they responded to this review within a couple of hours which was very surprising to me as they obviously care a great deal.
This was via a call from Skye who was very sympathetic.
They wrote to my new vet and asked for further information about the claim and about her condition.
This morning I received an email from them saying that they were meeting the claim in its entirety and that they would be paying me out forthwith.
A huge thank you to Skye from complaints and Mel from claims who managed to get this over the line for me. At a time where I was so worried about the health of my dog, the last thing I needed was to worry about the claim and whether or not it would be paid. I now have the reassurance that it will be paid And that's something that I can at least switch off to now and just get on with focusing on getting my dog better.
I thoroughly recommend NAPO

Napo are very good and always get back to you to let you know about your claim also when the payment will be made.

What I do I pay the vet, and they sort out the claim in for me.

If you need to take your pet back for the same issue, make sure you tell the vets to put continuation on the claim form so they don't charge you the excess again.

When you email them about any queries they don't take long to reply.

I would recommend them.