How to claim

It’s quick, easy and all online. Find out how to claim below!

Speak to a vet first 🩺

If you’re worried about something minor, you can call vets and behaviourists for free in the FirstVet app.
If an emergency happens, please contact your nearest vet immediately. You don’t need to tell us in advance.

Agree on a payment option 💰

When you’re at the vets, discuss your payment options. They are:
  • Napo pays your vet.
  • Napo pays you, and you pay your vet.
We’re happy with both of these options, it’s up to you and your vet.

Start your claim 💌

No matter which payment option you choose, your vet can send us your claim in Napo’s vet portal. If you’re unsure how this works, we’ll guide you through the process! Simply:
  1. Click on your pet’s policy
  2. Click the blue “claim” button

What if you’re not claiming for vet fees? 💚

You’ll fill in a simple online claim form. Go to
your dashboard
and we’ll guide you through the process.

Frequently Asked Questions

What if I've already paid my vet?

Perfect, we'll pay you for the claim! Simply give your vet the link to our vet portal ( and they'll send us your pet's invoice and clinical notes. We'll review the claim and pay your personal account.

Can you pre-authorise claims?

While we don't offer a pre-authorisation service yet, we can hopefully give you some peace of mind and clarity.
The main exclusion we have is that we don't cover claims for illnesses that were symptomatic before the policy is taken out or within the first 10 days of your policy. 90% of the claims we can't cover, are for illnesses that started too early. If the pet's condition starts after that, it's likely we'll cover it.

How long do you take to pay claims?

Vet portal claims get paid in under 2 weeks on average. Other types of claims take 4 weeks on average.

Can you pay vets directly?

Of course, we’re happy to pay either vets or clients directly. It’s entirely up to the vet’s discretion how they prefer to receive payment.
Napo Limited is registered in England and Wales (company number: 13281620). Our address is 2 Jubilee Place, London, SW3 3TQ. Napo is a trading name of Napo Limited who is an appointed representative of City Insurance Brokers Limited which is authorised and regulated by the Financial Conduct Authority (ref: 831252). We are also registered with the Information Commissioners Office in relation to the processing of personal information (reg. no: ZB073689). Defaqto 5 Star Rating applies to Napo £4,000 pet insurance.
What we cover is subject to terms and conditions in our policy.
© Napo Limited 2023