Question 1

What makes Napo different to other UK pet insurance providers?

Accepted Answer

At Napo, we help you care confidently for your pet by removing the worry of unexpected vet bills. Our comprehensive lifetime policies cover all your pet's needs, with a straightforward £99 excess per condition per policy year.

You also get free, unlimited access to expert vet advice via the FirstVet app, 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.

Napo lifetime cover delivers real care and support from quote to claim, at every stage of your pet's life. We even cover dental care, as long as you take your pet for an annual checkup!

Question 2

Does Napo pet insurance exclude any conditions?

Accepted Answer

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. We don't cover preventative or elective (non-medically required) treatments, or treatment for Leishmania, legally notifiable, or sexually transmitted diseases.

Question 3

Does Napo cover pre-existing conditions?

Accepted Answer

Napo pet insurance doesn't cover any condition that your pet has shown symptoms of or been treated for within the 24 months before your policy begins.

Any new conditions that develop after your Napo policy starts will be covered for your pet's lifetime, for as long as you stay insured with us.

Question 4

Does Napo cover dental treatment?

Accepted Answer

Yes! We cover dental accidents and illnesses, as long as your dog or cat has been taken for their annual dental check-up.

We don't cover cosmetic, routine or preventative dental health treatment such as descaling, polishing and cleaning teeth, even if recommended by your vet.

Question 5

How do excess and co-pay work?

Accepted Answer

An 'excess' is your contribution to vet fees when we accept and pay for a claim. It helps to 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 you have Third Party Liability, you'll need to pay a £250 excess for each eligible claim.

When your pet turns 9 years old, you'll need to pay 20% towards the cost of each claim - this is what's known as a 'co-payment' (or co-pay for short). This is deducted automatically when Napo pays a claim.

We also offer a lifetime 20% co-pay option, which can be helpful for some as it reduces your premiums. This means you pay 20% of each claim on top of your excess payment whilst insured with us, no matter your pet's age.

Question 6

Can Napo pay my vet directly?

Accepted Answer

Yes! We can pay you or the vet, whichever you prefer. If you want us to pay your vet, they can submit their invoices directly.

Question 7

How quickly does Napo pay claims?

Accepted Answer

It depends on the claim, but typically, we're pretty quick! We're proud to have a 95% claim acceptance rate, with most claims closed within 5 days.

Question 8

Help, my question hasn't been answered!

Accepted Answer

Don't worry, we're here to help! Check out our help hub at https://help.napo.pet/en/ for more advice and support.

You can also chat to us online from Monday-Friday (10.30am-5.30pm) or email support@napo.pet.

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