We understand that you’ll want to get your claim outcome as soon as possible and we’ll do our best to help you here as we want to support you to focus on your pet’s well-being and for you not to chase a claim.
Our current claim assessment timeframe can take up to 3-4 weeks - that’s once we get all info required for your claim. The time taken to get all the info really depends on how quickly we can get this info from your vets or yourself but as soon as we have all info, we’ll do our absolute best to provide you with your claim outcome within 3-4 weeks of receiving all that we need.
How your claim has been submitted, can impact the overall timeframe for your claim assessment as you have two ways of claiming with us.
If your vet submits your claim on your behalf (whether you have paid the vets already or the vets are submitting a direct claim) via our vet portal the process of assessing your claim, our assessment will take 3-4 weeks on average once we receive all information needed. That's because the vets will already be sending us a lot of information from when they submit the claim on your behalf and it speeds up the process.
If you submit a claim form in your dashboard, we'll aim to provide you with an update on where we are with your claim, within 1 week from claims@napo.pet
We'll contact your vet, therapist, or behaviourist and ask them for their information and once we have everything, we'll start assessing your claim and aim to give you an outcome within 3-4 weeks once we have received all the information needed.
If for any reason, you need your claim outcome sooner than 3-4 weeks, please reach out to claims@napo.pet and we’ll do our best to support you.
We do our best to prioritise your claim if you need a faster outcome to continue your fur-baby's treatment or find yourself in a situation where you need your claim payment ASAP. We will prioritise these urgent requests within the same day and get you an update within 1 working day
Note that if the claim outcome is not possible in 1 working day for reasons beyond our control (e.g. needing more information from your vets), we will try to get you the claim outcome at the earliest possible time, typically within 3 working days from when we have received the additional information.