Review Time
Napo have been amazing, we have been with them for a couple of years now for both our dogs.
Our eldest boy became really unwell a year ago and Napo supported us through and always made good the claims we submitted, nothing was too much trouble.
Sadly our Toby passed away on Friday 20th Feb 26 and Napo have yet again been amazing, supported any questions we had and today I have had a lovely and thoughtful gift from them.
A potted pink Rose plant with a card:
“ Dear Lynette, we are sorry to hear about your darling Toby, we know how much they mean to you and to Maisie. We’re keeping you in our thoughts and sending you our very best wishes. The Napo Team.”
I have been with the company for 4 years and had a positive experience until now. Unfortunately, this year they raised our insurance by £17 per month, despite our Labrador being 4 years old and having no claims last year. This increase is completely unreasonable and not in line with the market. The only option they provided was to reduce my coverage, and they made it clear that they do not reward loyalty. I will not be renewing my policy this year, and I was really let down by how my concerns were handled.
Initial coverage appeared promising, but when my dog (a working sheepdog breed, nothing unusual) turned 12, my monthly premium increased from £100.83 to £156.49. Even for new customers, the quote was around £145. I've never made a claim, and until now, I thought the increases were justified. It's concerning to think what the cost would have been if I had claimed. This year, it felt like the service didn't live up to the promise of having my pet's back for life. It's disappointing, especially since I've recommended the service to many. I wanted to stay, but I had to switch to another provider offering similar coverage for £55 per month. It seems many others have faced similar issues this year; I wonder if there have been changes? There’s no phone support available, and while the chat is responsive, they remain inflexible on premiums. You either have to lower your coverage (which the service knows is inadequate, as vets suggest a minimum of 8-10k) or accept the hike or leave.
I highly recommend this service. Claims were settled effortlessly, and all documents can be submitted through the online portal, or the vet can handle claims directly, reducing your paperwork. The communication was excellent, and the support team was incredibly kind and helpful during the difficult time when we lost our beloved cat. Definitely a 10/10!
Starting a claim through the dashboard was simple. Once the information from our vet was submitted, the review was prompt, and approval came within hours. This was our second claim, and the experience has been outstanding. Thank you.
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