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 account
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.
If your vet can't do this, you can of course still start claims yourself although it’s a slower process because you have to do some boring admin and then wait around for vets to reply to our emails! Go to 'your account' and click on your pet's policy. There, you can fill in a 7-10 minute claim form, then we'll email your vets for their clinical notes and invoice. So, this way of claiming takes much longer, due to the email back-and-forth.

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.