This past winter, five-year-old mini dachshund Parker’s world changed overnight. One day they were full of energy, and the next, they were struggling to move. The result of a sudden and severe spinal condition: Intervertebral Disc Disease (IVDD), requiring urgent spinal surgery (T12-L1 hemilaminectomy).
For any pet parent, a sudden painful injury or condition causes panic. For the pet’s welfare, the cost of treatment, the level of care needed. At Napo, we never want people to feel alone or worried at times like these.
Thanks to Parker having had continuous lifetime cover with us since 2022, we were able to act fast, without delays or complications. This wasn’t just a routine claim, it was a defining moment for Parker and their family. And we rose to meet it.
This is where our 6-star service truly shines.
The moment the claim was submitted, our team moved at pace, reviewing the details, confirming eligibility, and making a direct payment of £7,475.11 to Parker’s vet within just one working day.
Our top priority was to give Parker’s family our empathy, speed and absolute clarity from the first call to the final payout.
We didn’t just approve a high-value claim, we delivered peace of mind when it was needed most. We ensured the customer understood exactly what was covered, proactively guided them through every step, and paid an additional £150for post-surgery physiotherapy to support Parker’s recovery.
We are proud to have supported Parker in their healing journey.