One evening in September, our policyholder noticed their beloved bengal cat Elton wasn’t well.
He’d been crying more than usual, avoiding the litter tray, and straining to urinate.
Alarmed by these signs, they acted quickly and contacted their vet. By the next day, they had a diagnosis they had dreaded: a urethral obstruction caused by struvite crystals.
It’s not only painful for the poor kitty, but it can become life-threatening in a matter of hours.
Our policyholder was worried and devestated for Elton, but luckily they already knew their insurance would cover all the costs involved in the diagnosis and treatment of the struvite crystals.
Thanks to Napo’s focus on preventive care and compassionate, attentive claims team, we were able to quickly confirm the claim was fully covered. No delays. No stress. Just unequivocal support when it mattered most.
Poor Elton had a heartbreaking second episode of the crystals about a week later.
Having paid the excess for this condition once, the parents could continue to claim with us at no further charge. They were already going through a rollercoaster of vet visits and careful care of their kitty. The fact we covered Elton so thoroughly and handled the paperwork and policy details allowed them the headspace to focus on helping him heal.
Napo’s six-star customer service in action
As always, our team didn’t see Elton’s struvite crystals as ‘just another claim’, we recognised this crisis moment for what it was, and acted quickly to support his parents.
It didn’t stop at just settling the biggest bill. Our claims experts ensured the maximum benefit for the 2023–2024 policy year was properly applied, so the customer received every penny they were entitled to under the policy.
🐶💙 More than a policy. A promise
At Napo, we’re not just here to pay claims. We’re here to back pet parents when they need it most, to go the extra mile, and to amplify care beyond expectations.