How does the Napo pet insurance claims process work?

The short answer

The Napo pet insurance claims process is easy and all done online! Simply go to your Napo dashboard, select your pet’s policy, and invite your vet to make a claim. Once you've invited your vet, we’ll send them an email with all the instructions, and they handle it from there.

The Napo claims process in 5 steps 

If you’re wondering how to claim on pet insurance for the first time, don’t worry - it only takes a few minutes to get started. 

Step 1: Invite your vet to claim

Log in to your Napo dashboard, go to your pet’s policy, and click the big blue ‘Claim’ button. All you need to do is enter your vet’s email address, and we’ll send them the details on how to claim.

Step 2: Your vet submits the claim

Your vet needs to log in to our Vet Portal to start the claim, entering your pet’s current policy number. Don’t worry: even when your vet submits the claim, they can still choose for the payment to be made to you.

Step 3: Provide the claim details

The vet needs to answer a few questions, such as what the treatment was for and how much it cost. They’ll also be asked to attach any relevant documents, like the invoice and vet history.

Step 4: Napo reviews the claim

Our claims team then checks the documents, your policy terms, waiting periods and exclusions.

Step 5: You receive an outcome

Napo lets you know whether the claim is approved or declined. If approved, any excess or co-pay is applied before payment is made.

What do I need to make a Napo pet insurance claim?

All you’ll need is your vet’s email address so we can send them your policy number and a link to our Vet Portal.

When the vet submits the claim, the exact information needed depends on the type of claim, but for vet fee claims, Napo usually needs:

• Treatment date(s)

• Accident or illness being claimed for

• Itemised invoice

• Your pet’s clinical history or medical notes

• Previous details of vets your pet has visited

• Bank details for the chosen payee

• Proof of previous insurance, if relevant

What’s the difference between claiming for a new condition vs an ongoing condition?

If we’ve already assessed the condition, continuation claims can be more straightforward. For new conditions, we may need fuller clinical history to check when signs first appeared and whether the condition is covered.

If it's the first time you're claiming for a condition, you'll be asked to answer a few questions first. We'll send you a link to this via email and SMS to remind you to fill it in ASAP!

How is a claim payment calculated?

We calculate the payable amount based on the eligible treatment costs and your policy. Napo has a £99 excess, which we deduct per condition, per policy year. If it’s your first time claiming for a condition, we’ll deduct the excess from the payment for this claim. 

If your policy has a co-payment, we’ll then deduct the 20% co-pay from the remainder of the payment amount. We may also deduct for other costs we cannot cover, such as admin fees that your vets choose to charge.

Here’s an example to show you how it works:

This example also assumes you’re within your remaining annual cover limit.
If your remaining annual cover limit is lower than the calculated payment, the payout will be capped at the remaining limit. The amount paid is then sent to the selected payee: either you or your vet. 

Using the example above, if the amount payable was £720.80, but you only had £500 remaining on your cover limit for the year, we could only pay out £500.

Your vet can choose who we pay when they submit the claim. We’re always happy to either pay you or make a direct vet payment, but it’s best to chat with your vet first to check if they’re happy to do a direct claim. 

If you’ve paid your vet upfront, they can still submit the claim on your behalf and select you as the payee. This means if the claim is approved, that pet insurance reimbursement goes straight to you!

How long does a pet insurance claim take?

Claim assessment can take up to 2 weeks from when we receive all the information we need. How long this takes depends on how quickly we receive details from you or your vet. 

If your claim is approved, Napo calculates the payable amount based on the eligible treatment costs and your policy. You or your vet should receive payment within 5-7 working days.

Typically, we’re pretty quick! Most Napo claims are closed within 5 days*.

Why might a pet insurance claim be delayed or declined?

A claim may be delayed if Napo is waiting for missing information, such as an invoice, medical history, bank details, or clarification from a vet. Delays can also happen if previous vet history is needed, treatment dates are unclear, or the claim needs extra assessment - for example, where there’s missing information, discrepancies, previous vet history is needed, or the claim involves a more complex condition.

A claim may be declined if the treatment is not covered by your policy. Common reasons include pre-existing conditions, treatment that happened during a waiting period, exclusions in the policy, or costs that fall outside the cover provided. 

If your pet insurance claim is declined for one of these reasons, you may still be able to challenge it. More on that next.

What happens if you disagree with a claim decision?

If you disagree with your outcome, you can ask Napo to review the decision. Your vet would need to provide new or different information to clarify why they believe the decision was incorrect. If they provide enough information, our claims team can open a reassessment and see if we’re able to change the outcome.

FAQs

Can payment be made to me instead of my vet?

Yes. Your vet can choose you as the payee when they submit the claim, so any approved payment is reimbursed to you (subject to the policy terms, excess, co-pay, and your remaining cover limit).

Can I claim for ongoing conditions?

If we approve a condition, we’ll keep covering it for your pet’s life, provided you continue to meet our terms and conditions, and you renew your policy with us each year. We’ll only deduct the excess once per condition, per policy year. That means once it’s been deducted for a condition, you won’t pay it again for any follow-up treatment until the next policy year. 

We don’t, however, cover pre-existing conditions which are injuries, illnesses, or behavioural disorders for which your pet had signs or symptoms, treatment, medication, or advice in the last 24 months before the policy start date.

What’s an excess and when do I pay it?

An excess is your contribution to vet fees when we 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). If it’s your first time claiming for a condition, we’ll deduct the excess from the payment for this claim.

Will excess and co-pay reduce my cover limit?

No, the accepted payout is what counts against your remaining annual cover limit. Excess and co-pay are deducted from the claim calculation before payment.

How will I know Napo has received my claim?

Napo will confirm receipt by email or SMS and keep you updated as the claim moves through the process. You can check the progress of your claim via the claims section on your dashboard.

Can I claim for treatment from months ago?

Claims must be submitted within 6 months of the treatment date on the invoice. Late claims may not be covered unless Napo decides otherwise.

Can Napo tell me in advance whether treatment will be covered?

No, Napo does not offer a pre-authorisation service. However, our lifetime cover means once we’ve approved a condition, we’ll keep covering it for your pet’s life, provided you renew your policy with us each year. 

*Average time to settle all Napo claims between May and November 2025.