Piper’s story
Emergency claim
Less than 24 hours
We approved the claim straight away
Surgery cost
£1,616
Fully covered by her policy after excess
Payment handled
2 hours
We paid the vet directly, same-day
Why is Napo different?
At Napo, we help you care confidently for your pet by removing the worry of unexpected vet bills. Our comprehensive policy covers all your pet’s needs, with a straightforward £99 excess per condition each policy year.
But we don’t stop at insurance. You get free, unlimited access to expert vet advice and health support tools designed to keep your pet well and reduce costly vet visits. And when it’s time to claim, our award-winning team works quickly—paying vets directly—so you’re never left managing bills alone.
With Napo, you receive real support from quote to claim, at every stage of your pet’s life.
Can Napo pay my vet directly?
Yes. We can pay you or the vets, whichever you prefer. If you want us to pay your vets directly, then they can submit their invoices directly.
Can I speak to someone over the phone?
Yes. We don’t take incoming calls but you can chat with us over the phone using our callback service. To book a call, tell us what you'd like to talk about in a chat or email to us. Then one of our customer champions will send you a calendar where you can book a call at a time that suits you. Customer champions are available 10am-5:30pm on weekdays. 💬
Unfortunately, we can’t make any changes to payments or Direct Debits over the phone. But, the quickest and easiest way to speak to us is through our chat.
Does Napo do multipet discounts?
Yes, Napo offers 5% multipet discount when you insure more than one pet with us. To get your multipet discount, just get a quote and add another pet during the quote.
If you’re already a customer and want to add another pet, please contact us.
Will my policy price increase if I claim?
Some insurers boast they’ve got “no penalty for claiming” but they don’t show you their fineprint. Here’s the truth...
Pet insurance policies, including Napo’s, go up each year as your pet gets older and less healthy.
When you claim, this also affects your premium. The increase will depend on the type of claim you make. For isolated accidents, the increase in premiums will likely be lower when compared to if you claim for something that might lead to long-term consequences like heart issues or diabetes.
Why do I need pet insurance?
Illnesses, dental work, behavioural treatment, even ‘missing pet’ rewards (touch wood you won’t need those)... The costs of a pet over its lifetime can stack up.
Our comprehensive lifetime cover makes sure that if you ever need expensive help, you can afford the very best!
How do the excess and co-pay work?
An excess is your contribution to vet fees when we accept and pay for the claim. It helps us keep the cost of your policy down. At Napo, we have a £99 standard excess per condition, per policy year (for vet fees only). With third-party liability cover, you’ll need to pay a £250 excess (dogs only).
Co-pay is another way to keep your monthly or annual pet insurance premium down. It means that you pay 20% of your claim amounts. It’s automatically applied to all pets when they turn 9 years old. It’s also something you can opt into for younger pets if you wish.
Do you exclude any conditions?
We’re proud to be very inclusive in our cover. Our eligibility criteria excludes pets used for breeding or working (actively working/competing, rather than just a so-called ‘working’ or ‘racing’ breed) as well as those displaying signs of aggression. We exclude pre-existing conditions for two years (see below). We don’t cover preventative or elective (non-medically required) treatments, or treatment for Leishmania, legally notifiable, or sexually transmitted diseases. We cover dental accidents and illnesses as long as the cat or dog has been taken for their annual check-up.
Do you cover pre-existing conditions?
Napo pet insurance doesn’t cover any condition that has shown symptoms or been treated within the 24 months before your policy begins. If your pet has been symptom- and treatment-free for 24 months for a condition covered by your policy, we’ll likely be able to cover it going forward, for as long as you renew with us.
