Last updated: 05/11/2026
At Napo, we respect your privacy and are committed to handling your personal information with care. This Privacy Notice explains how we collect and use your personal data, and your rights in relation to it. It applies to customers and prospective customers, and to other individuals whose information we process in connection with a policy or claim, such as authorised representatives, witnesses, injured parties and other claimants.
1. Who we are
Napo (also referred to as “we”, “us”, “our” in this Notice) is a trading name of Napo Limited (Company Number: 13281620). We provide pet insurance services, including policy issuance, claims management, customer service and business operations related to insurance services. We use personal information to provide these services. We are a data controller of your personal data.
2. Our contact details
Firm Name: Napo Limited
Address: 2 Jubilee Place, London, SW3 3TQ
Email: data@napo.pet
Website: www.napo.pet
To contact our Data Protection Officer, email data@napo.pet or write to the address above, marked for the attention of Napo’s Data Protection Officer.
3. Data Controllers and Processors
Napo acts as the Data Controller for the personal data we collect and use, whether it is provided by you directly or obtained from other sources. We oversee the management, processing and safeguarding of your personal information.
We may disclose your personal information to our insurance partners who act as independent data controllers. Your policy documents confirm who your underwriter is.
You can contact us or the relevant insurance partner directly about your personal information. Further information, including their contact details, is available in their privacy notices:
Casualty & General Insurance Company (Europe) Limited: CGICE Privacy Policy
Great Lakes Insurance UK Limited: Great Lakes Insurance UK Privacy Notice
ERGO Travel Insurance Services Limited: ERGO Travel Insurance Services Privacy Policy
4. The information we collect
We currently collect and use the following categories of personal data:
Identity and contact data
Name and Title
Address
Email address
Telephone number
Date of birth
Details of anyone you authorise to act on your behalf
Policy and pet-related data
Information about your pet (e.g. breed, age, vet notes/medical history)
Policy and quote details
Information about previous and current claims
Details of other people connected to a claim (for example, someone injured by your pet)
Financial data
Payment and bank details
Records of premium payments, refunds and claims settlements relating to your policy
Statutory and Anti-Fraud Information
Sanctions and information from anti-fraud databases concerning you.
Communications data
Records of correspondence (email, phone, chat), including call recordings and conversations with our AI chat assistant
Account and support information
Your Napo online account details, such as your email address and how you sign in
Information you choose to tell us about your circumstances, such as a health condition or bereavement, if you want us to take it into account (see section 10).
Your online account: We use your information to create and manage your online account, allowing you to manage your policy.
Technical and usage data
Information about your device, browser and use of our website, including your IP address.
Recorded interactions with our website and online account.
5. Sources of personal data
Most of the personal data we hold about you is provided directly by you: for example, when you request a quote, take out a policy, contact us, or submit a claim. If you provide us with personal information about someone else, please make sure they are aware of this Privacy Notice.
We may also obtain personal data from third parties and other sources, including:
Veterinary practices and other animal care providers: for example, vets or behaviourists, who may provide information about your pet's treatment, history, records and associated costs, where relevant to a claim or to assessing cover;
Publicly available sources: we may review publicly available information about you where this is relevant to fraud prevention or to verifying information you have provided about you or your pet.
Our insurance partners: information about you, your policy, claims or cover.
Fraud-prevention and Sanctions: including anti-fraud databases and sanctions lists (see section 11).
Partners who introduce you: such as price comparison, cashback, employee-benefit and other referral partners, usually through a referral code, link or tracking reference (see section 8).
AI-assisted quoting services: information you provide when requesting a Napo quote through an AI platform or integrated service.
Information we need. We need certain personal information to provide quotes, arrange your insurance and handle claims. If you don't provide it, we may be unable to provide these services.
6. How we use your information and our legal basis
We only process your personal data where we have a valid legal basis to do so.
We may record and review interactions with our website and online account to help us manage, protect and improve our services.
How we use your information
Legal basis
Insurance services: To provide quotes, assess eligibility, arrange and administer policies, handle claims and manage your online account.
Taking steps at your request before entering into a contract, or performing our contract with you.
Legal and regulatory requirements: To meet our obligations, including sanctions screening, complaints handling and regulatory reporting.
Legal or regulatory obligation.
Fraud prevention and security: To verify information, prevent and investigate fraud, and protect our services including the use of anti-fraud databases.
Our legitimate interests in preventing fraud and protecting our customers, services and business.
Customer support and service improvements: To respond to enquiries, provide appropriate support, improve our products and services, and monitor customer outcomes.
Our legitimate interests in supporting customers, improving our services and monitoring customer outcomes, or a legal obligation where applicable.
Insurance and business relationships: To share relevant information with our insurance partners, manage referrals and administer business relationships.
Contract; our legitimate interests in operating our business and managing insurance and referral relationships; or legal obligation, as applicable.
Marketing: To send marketing communications about our products and services and, where you have agreed, selected partner offers.
Consent or our legitimate interests in promoting our products and services, where permitted by law.
Special Category Data: Where necessary, we may process special category personal data about individuals, such as health information, to identify and support vulnerable customers, make reasonable adjustments, or arrange and administer policies and claims.
Where this is necessary for insurance purposes, we rely on Article 9(2)(g) of the UK GDPR and the insurance condition in Schedule 1, Part 2, paragraph 20 of the Data Protection Act 2018. In other circumstances, we will rely on another applicable condition, such as explicit consent, where appropriate.
7. Marketing communications
We may contact you about our products and services and, where you have agreed, selected partner offers. We will only do so where you have given consent or where we are otherwise permitted by law.
You can opt out of marketing at any time by following the instructions in our messages or contacting us at data@napo.pet.
Service-related communications (e.g. policy updates, claims updates) are not marketing and you will continue to receive these.
8. Referral partners
We work with referral partners, including price comparison websites, cashback providers and other affiliates. We may use referral codes or tracking information to identify customers introduced by these partners and share limited policy information where necessary to administer referral arrangements.
If you are a referral partner, we use your contact, business and payment details to manage our relationship with you, administer commissions and meet our legal and regulatory obligations.
9. Use of AI and automated systems
Claims handling: We use automated systems, including artificial intelligence (AI), to assess and process some insurance claims. Where a claim clearly meets predefined rules and the terms of the policy, it may be approved without human involvement. Claims are never declined solely by an automated system.
Quotes, pricing and eligibility: We use automated systems to calculate insurance premiums and determine whether we can offer cover, based on a range of factors which may include your pet's age, breed and postcode.
Customer chat: Some customer enquiries are handled by an AI assistant, and we tell you when this is the case.
Napo app in ChatGPT: Napo’s app is available through ChatGPT, an AI service provided by OpenAI. Through our AI assistant, you can enquire about Napo’s cover and request a pet insurance quote.
When you request a quote, we receive the information you provide through the app, including relevant details about you, your contact information and your pet. We may also receive a session identifier, a pseudonymous ChatGPT user identifier, timestamps and details of the quotes provided. Our technology provider processes this information on our behalf.
We do not collect payment details through the app or receive your ChatGPT account credentials or conversations outside the Napo app. If you wish to purchase a policy, you will be directed to www.napo.pet. Please do not provide sensitive personal information about yourself within the app. OpenAI processes your use of ChatGPT under its own privacy notice.
We take appropriate steps to ensure our automated systems are used responsibly and in accordance with data protection law.
10. Sensitive personal information and extra support
We may process information about your health or circumstances where necessary to administer your insurance, provide appropriate support or meet our legal or regulatory obligations. Health information is treated as special category personal data and given additional protection.
If you tell us about circumstances that may affect the support you need, or we identify additional support needs during our interactions with you, we may use this information to make reasonable adjustments and provide appropriate support. We aim to record only the information necessary for this purpose.
We only use sensitive personal information where permitted by data protection law and apply additional safeguards where required.
11. Fraud prevention and sanctions screening
Fraud prevention: We may check and verify information you provide, including against veterinary records and fraud-prevention databases. We may also share relevant information with our insurance partners, fraud-prevention agencies and relevant authorities to prevent, detect and investigate fraud. This may include information relating to suspected fraud or criminality. We process this information to prevent and detect fraud, relying on the conditions in Schedule 1 of the Data Protection Act 2018 for preventing fraud and for insurance purposes.
Shared pet claims database: We share relevant claims information with anti-fraud organisations, who operate a database used by participating insurers to help detect fraud. We may also receive information from this database when reviewing claims.
Sanctions screening: We check relevant personal information against applicable sanctions lists to comply with legal obligations and prevent financial crime.
12. How long we keep your data
We keep your personal information only for as long as necessary to provide our services, manage your insurance and meet our legal and regulatory obligations.
We generally retain policy and claims records for seven years after your policy ends or the final related claim is closed, whichever is later. Other information may be kept for shorter periods, depending on why we collected it. We may retain information for longer where necessary to deal with legal claims, complaints or other legal or regulatory requirements.
Our insurance partners and other independent data controllers may apply their own retention periods.
13. Who we share your information with
We may share relevant personal information with the following organisations where necessary to provide our services, manage your insurance or meet our legal and regulatory obligations:
Insurance partners: Including insurers, managing agents and other insurance and claims service providers involved in arranging, underwriting and administering your policy or handling claims.
Fraud prevention and screening providers: Including fraud-prevention agencies, insurance databases and sanctions screening providers (see section 11).
Referral partners: Where necessary to administer referral arrangements (see section 8).
Service providers: Including providers of payment services (such as collecting premiums by Direct Debit and making claims payments), IT systems, data hosting, analytics, customer communications and other services supporting our business.
Veterinary practices and other relevant professionals: To obtain or verify information and administer claims.
Regulators, authorities and professional advisers: Including the Financial Conduct Authority (FCA), Financial Ombudsman Service (FOS), Information Commission’s Office (ICO), law enforcement agencies, government agencies, legal advisers and auditors, where appropriate.
We require service providers acting on our behalf to protect your information and use it only for authorised purposes. Other organisations receiving your information may be independent data controllers with their own privacy notices.
14. International transfers
Some of our service providers and insurance partners may process your personal information outside the UK.
Where information is transferred to a country that is not covered by UK adequacy regulations, we use appropriate safeguards, such as approved contractual protections, or another lawful transfer mechanism.
You can contact our Data Protection Officer for further information about these safeguards or the organisations with which we have shared your personal information.
15. Cookies and analytics
We use cookies and similar technologies to operate and improve our website, understand how it is used and measure our advertising.
For more information, including how to manage your preferences, please see our Cookie Policy.
16. Your rights
Under data protection law, you have certain rights in relation to your personal information, including the right to:
Access: Request a copy of the information we hold about you.
Rectification: Ask us to correct inaccurate information.
Erasure: Ask us to delete your information.
Restriction: Ask us to limit how we use your information.
Portability: Request your information in a format that allows you to transfer it elsewhere.
Withdraw consent: Where we rely on your consent to use your information.
Object: To certain uses of your information, including direct marketing.
Automated decisions: Request human review and challenge certain automated decisions (see section 9).
These rights are not absolute and may be subject to exceptions under data protection law. You can exercise your rights by contacting us at data@napo.pet. There is normally no charge. Where permitted by data protection law, we may charge a reasonable fee for manifestly unfounded or excessive requests, or for additional copies.
We will respond to requests without undue delay and within one month, unless an extension is permitted by law. Where an extension is necessary, we will inform you and explain why.
You can also contact the relevant underwriter directly about information they hold (see section 3).
17. Security
Your privacy is important to us, and we follow strict security and organisational procedures in the processing, storage, destruction, and disclosure of your information. This is to prevent unauthorised access or loss of your information.
18. Complaints
If you have concerns about how we have used your personal information and wish to make a data protection complaint, please contact us at data@napo.pet or write to Napo’s Data Protection Officer at 2 Jubilee Place, London, SW3 3TQ.
We will acknowledge your complaint within 30 days, investigate it and inform you of the outcome without undue delay. We will keep you informed of progress where necessary.
If you remain dissatisfied with our response, you have the right to escalate your complaint to the Information Commission’s Office (ICO):
Website: www.ico.org.uk
Telephone: 0303 123 1113
Post: ICO Head Office, 4th Floor, No.3 Circle Square, 5 Hawkshaw Street, Manchester, M1 7BL
19. Changes to this notice
We may update this Privacy Notice from time to time. Where changes are significant, we will take appropriate steps to inform you.
You can see when this notice was last updated at the top of this page.