Notice of changes to your policy - 7th March 2025
Occasionally, we update the terms and conditions of our policy document, and details of these updates are outlined below. Please read them carefully before your renewal date.
Changes in force from 7th March 2025
Time Period to Raise a Claim
We have extended the time period in which you have to submit a claim to us from 3 months to 6 months from when your pet first started treatment for an illness or injury. Submitting claims shortly after treatment begins is easiest for both us and for you, but we recognise that this is not always possible. This change means that you now have 6 months from the treatment date stated on the vet invoice to submit a claim. Claims submitted after 6 months will not be covered, except in exceptional circumstances.
Renewal Quote
Renewal quotes will be sent to you via email no later than two weeks before your renewal date, not necessarily four weeks beforehand. Please always ensure that you read your renewal email and related information in full to inform your renewal decision. Most policies are set up to renew automatically so if you take no action the renewal will usually go ahead.
Eligibility Criteria
We have added a new eligibility section into the policy document. Whilst we had eligibility criteria included previously this now puts all eligibility in a single place and adds some additional ones and clarifies some existing ones. You must comply with these conditions - failure to do so can result in policy cancellations or claim denials. We have also made clear that if a change occurs that means you may not meet any of these criteria you need to notify us within
1 month of the change happening.
We recommend you read the full eligibility section within your new policy document, but the key additions/changes are as follows:
- Your dog must have never attacked or bitten a person or animal.
- Your pet is not and has never been used for breeding.
- Your pet is not currently used for any business, commercial, trade or working purposes.
- Your pet is not used as a gundog, or used for or in connection with shooting, pointing, field work or for the purposes of hunting of any kind.
- Your vet must vaccinate your pet as follows:
- if you pet is a dog: against distemper, hepatitis, leptospirosis and parvovirus
- if your pet is a cat: against feline infectious enteritis, feline herpes virus, feline calicivirus and, if at risk, feline leukaemia virus
- We do not accept homeopathic nosodes as a substitute for the recommended vaccines for your pet.
- If your dog is required to have a Certificate of Exemption from the Dangerous Dogs Act 1991, you must provide us with a copy.
If you have any concerns or questions about any of these criteria then please get in touch with us straight away at support@napo.pet.
Changes to our List of Definitions
We have changed the following definition:
- Bi-Lateral Conditions:the new definition is, “any condition affecting, or that can affect both sides of the body such as ears, eyes, feet, knees, cruciate ligaments, shoulders and elbows. When applying the policy exclusions, limits and the applicable excess, any treatment for a bilateral condition will be considered as one condition (also see related condition below), regardless of when the treatment occurred.”
- Related Condition: “Related condition” means a condition that relates to a recurring illness and/or injury; or related to a previous illness and/or injury or caused by a previous illness and/or injury. When applying the policy exclusions, maximum benefit limit and any applicable excess, any treatment for a related condition will be considered as one condition regardless of when the treatment occurred.
We have also added the following to our list of definitions:
- Dental Check-Up:this is defined as, “a visit to the vet with a physical examination of your pet’s teeth and dental health and a record of that inspection written in the medical history.”
Purchase Price Claim (Pet Passing Away or Missing Pet)
We have clarified that we will only pay up to the purchase price reported to us when you originally bought your policy from us. Please ensure the purchase price you reported when originally buying the policy was accurate. If claiming under this cover you will need to provide reasonable evidence to us of the purchase price of your pet, such as the original receipt or a bank statement showing the payment being made. We will no longer pay a market price.
If the purchase price you reported when you bought your policy does not match the price paid on the evidence provided, we will only cover the lower of the two amounts.
We have also made more prominent in the policy document that this cover is only available to pets who passed away before turning 9 years old.
Dental Treatment
- Dental treatments needs to be carried out within 6 months of the date your vet first recommending the treatment, unless your vet confirms they were not able to provide this service within this time limit. This is an increase from 3 months.
- We have clarified that we do not cover routine or preventative dental treatments, unless as a result of a dental illness or accident, even if recommended by your vet.
- We have clarified your pet must have had an annual dental checkup in the 12 months prior to the symptoms of the dental injury or illness being identified that you wish to claim for.
New Cap for Euthanasia Costs
We have introduced a new cap on euthanasia costs. These costs will now be capped at £250 and will be included in the overall maximum benefit of vet fees in Section 1.1, rather than additional to it.
Change to Reasonable Care Exclusion
We have changed this exclusion to now read: “Any claim resulting from you not taking reasonable steps to prevent your dog from escaping or straying from your property, or not keeping your dog on a lead in any area that contains vehicles or near a road.”
New organisations added for complementary and behavioural treatment
We now allow complementary and behavioural treatments to be carried out by a specialist certified by the International Canine Behaviourists (”ICB”), Register of Animal Muscoloskeletal Practitioners (“RAMP”) or the Association of INTODogs (“INTODogs”), in addition to the other listed organisations in Section 1.4 of your Policy Document.
Updates from 25th September 2024
Multipet discount
We have reviewed our Multipet discount and amended the discount from 15% to 5% for all pets. If you receive a Multipet discount, this will be included in your renewal price.