We strive for the best quality of service every time. But, as the new kids on the block, we know we will make mistakes. What is important is that we learn from them and improve our offering to cater for your needs.

If we fail to meet your expectations, the easiest way to let us know is by sending us an email to 

Our team will attempt to resolve your complaint within 3 working days. At the very latest, as per FCA rules, we'll acknowledge your complaint within 5 working days and will issue a final response within 8 weeks.

If you are still not happy with the outcome you can contact the Financial Ombudsman Service:

By post: Exchange Tower, London E14 9SR By phone: 0300 123 9123 or 0800 023 4567 By email: 

complaint.info@financial-ombudsman.org.uk

Further information can be found in the FOS leaflet which 

Our complaints procedure does not affect your right to take legal action.

Here's how to make a complaint if you're not happy with Napo Pet Insurance. We strive for the best and want to learn. We offer comprehensive cover for cats and dogs.

How to make a complaint

Hi Emma,

Thanks so much for this honest and detailed review. Really appreciate you writing about your claiming experience. 

You’re right, we don’t have many claim reviews but thanks to feedback like yours, we’re building this and I hope soon, we’ll have many reflecting the experience.

I know how our little ones can be, especially dogs, they get so excited when there’s food and they get themselves in trouble, thankfully your Mini Dachshund is feeling better now ♥️ 

I’m also glad to hear you’ve appreciated the updates we provided, as pet owners ourselves, we understand claiming comes with stress and we want to make this as smooth as possible for you and not make you chase us for an update.

As for premiums, your premiums will most likely increase over time as your pet gets older but I sincerely hope it won't be that much! Now, when it comes to a claim’s effect on your premiums increase, this depends on the type of claim. When you claim for an isolated accident, there probably won't be an increase. When you claim for something that might lead to long term consequences like heart issues, then yes there’ll likely be an increase.

To summarise, your pet’s age and any events that could recur, will most likely have an impact on your premium, whilst an isolated event will most likely not have an impact. In any case,  do look forward to your next review.

Give my best to your Mini Dachsund & have a lovely evening, Deniz from Napo.

Right, So when I took my policy out there was no reviews about claims so here is mine. My Mini Dachshund managed to hoover up some raisins in the woods on our walk. It looked like somebody had scattered trail mix on the floor and raisins being blended in with the mud I didn't see them! (Which is annoying when you do everything you can to make sure your dog is safe and well). Instantly googled for advice and called my vet who wanted him in within the hour for a sickness injection, they also gave him some activated charcoal and advised bloods in a couple of days. Obviously I agreed as I just wanted to make sure he was OK! The next day I put my claim in and heard back instantly saying they would request my vet notes. Annoyingly it took my vets over two weeks to send these but that is no fault of Napo. However what was excellent was during these two weeks I was emailed every two days and although there was no progress from my vet I was still informed. Finally my vets sent what they needed to, on 10th March I was notified Napo would now work on my claim. Today (25th March) I've woken up to my money back. I honestly couldn't fault the service especially being kept in the loop every two days when there was no progress from my vet. Much better than just submitting a claim and hearing nothing then having to chase it up myself. I gave 4 stars because I am unsure if my policy quote will rise next year with now claiming, time will tell, I will update on this when the time comes but incase anybody else is out there searching all corners of the Internet for decent pet insurance company! Definitely reccomend taking a policy out.

Honest Review

Hi Rebecca, thanks so much for your kind words! I'm really glad I could help. I do hope we continue to have lovely chats in the future :)

Deniz was incredible with my claim! Her follow up is better than some huge financial companies. Very impressed!

Deniz was incredible with my claim

Dear Katherine, so glad you've joined us with your first dog 🐶 ♥️ Glad I was able to help you, it was a pleasure, hope you have a lovely evening!

Decided to try Napo to insure my first dog!.. Early days but off to a perfect start with issues regarding alterations to my policy. Thankyou!

Very helpful staff and fast response

Hello Shu, it was a pleasure speaking with you, glad to hear I was able to help you! :)

I had some problems when was signing up my pets. I spoke to the online customer service. The person was so friendly and patient. would asked me to see if the work he/she did was helpful. I felt very pleased.

helpful customer service

Hello Mrs J, we're very pleased to hear about your experience, it was a pleasure helping you! We hope your dog is feeling much better by now. Please give them both some extra cuddles from us :)

I was a little skeptical to insure my dogs with a new Company, however I am so pleased that I did. My dog encountered a problem which Napo dealt with in a very professional and efficient manner,  always being extremely courteous and answering mail and questions very quickly, therefore I have no hesitation in recommending them, indeed I already have to two of my Canine Friends,.

One very pleased new Customer...

Hello Kirsty, glad to hear you're happy with your cover and the free video vet calls, we're a fan of that service too! 

Really good value for great level of cover, also like that you have access to an online vet 24/7 at no additional cost or detriment to your policy. So far so good.

So far so good

Hello Hywel, thanks so much for sharing your feedback, we believe all the attention should be on your pet when they're not feeling their best, so we're glad we could be there for you and you were happy with the regular communication from our claims team. Hope your puppy is feeling much better by now.

So far really impressed with Napo after our puppy swallowed a small piece of plastic.
Claim process was very easy,we were kept fully informed on what was happening hence the five star rating.
After losing our previous dog to a sudden illness and costly hospital treatment that our then insurance company took ages to sort out it has been a totally different  experience.

How to make a complaint

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