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, ask about 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 to decide what works best for you.

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. Go to your dashboard.
  2. Select your pet’s policy.
  3. Select the blue “Claim for [pet]” button.

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

You’ll fill in a simple online claim form. To get started, go to your dashboard and we’ll guide you through the process there.

Frequently asked questions

What if I've already paid my vet?

Perfect, then 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 your policy was taken out, or within the first 10 days of your policy. 90% of the claims we can't cover are for illnesses that started before cover. If the pet's condition starts after your waiting period, it's likely we'll cover it.

How long do you take to pay claims?

It takes us an average to pay claims within 2 weeks through our vet portal. Other types of claims take 4 weeks to pay on average.

Can Napo pay my vet directly?

Yes. We can pay you or the vets, whichever you prefer. If you want us to pay your vets directly, it's up to the vet practice whether they would be happy to do this.