Claim for vet fees

It’s fast and easy to claim! Your vet claims for you, regardless of whether we need to pay you or them. Just give the vet:
  1. Your pet’s Napo policy number (e.g. ADV-ABC-1234)
  2. The link to our vet portal (
Customer at home with a pet

Claim for anything else

If you’re claiming for something other than vet fees (e.g. missing pet advertising or emergency boarding), just fill in a 7-10 min claim form in your account, and you’ll get updated by email 💙
Your account

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.