We’re sorry if your claim outcome wasn’t as you hoped for. We are always happy to reopen a claim for reassessment if the information we have assessed the claim based on wasn’t correct. We assess claims based on the information we receive from your vets.

For us to reopen a claim, your vets just need to get in touch with us by emailing claims@napo.pet quoting your claim reference and your policy reference and let us know how we’ve misinterpreted their notes and why the claim should be accepted.

Please note that we can only reopen a claim if we hear from your vets directly.