When Honey, a Golden Retriever, began showing signs of discomfort and stiffness, her devoted pet parent knew something wasn’t right.
Cruciate ligament injuries are, unfortunately, a common issue in the breed – and in Honey’s case, X-rays revealed a serious ligament failure, with signs of bilateral effusion and underlying degenerative disease. In other words, it was a tough diagnosis that needed urgent and costly treatment.
Thankfully, Honey was covered, having benefited from Napo’s illness policy for over two years. On her policy there was £4,000 of cover available. Her family, a single parent household juggling part-time work and rising living costs – turned to Napo during one of their most stressful and vulnerable moments.
We stepped up and supported them with nearly £4,000 in claims, covering Honey’s surgery, pain relief, follow-up X-rays, and physiotherapy. Without the policy in place, they later told us, they wouldn’t have been able to afford the procedure at all – and might have had to make an unthinkable decision.
Thanks to our thorough lifetime cover, available at four different cover levels, Honey’s now recovering well at home surrounded by love and tail wags.
This is 6-star service.
We didn’t just process a claim – we showed up when it mattered most.
Honey’s pet parent faced not just tough admin, but fear, uncertainty, and the weight of rising costs. We handled the paperwork. We offered reassurance. We prioritised giving them clarity over the phone, email, and vet liaison. We kept them updated every step of the way.
From surgery approvals to physio follow-ups, making the journey seamless for the pet parent is our biggest priority, after caring for the pet.
We’re committed to being there for the pets we cover when it matters most. Our dedicated team truly sees pets as part of the family, and they bring that same care and understanding to every customer, because we know how stressful it is when a pet is unwell.