You can now view any current or past claims and their statuses all from your Napo Dashboard. 💙
Firstly click or tap “Claims” from the main sidebar.
You’ll then be brought to your Claims view! From here, you can see any current claims you have ongoing at the top under “Your claims”.
We also know how difficult it can be to stay on track with multiple emails throughout the day, so we wanted to make your life easier when it comes to staying up to date with your claims.
That’s why we’ve made some big improvements to your Napo Dashboard! 🎉
Directly from your Napo Dashboard, you’ll be able to see your claims, review the information submitted to us and answer any questions we might have, without having to send a single email! 💙
The first step for any claim is always the submission - usually from your vets!
Once we receive a claim from your vets you’ll see something like this under “Claims”:
(You’ll also receive some reminders about a new claim that’s been submitted; we’ll email you and send you an SMS a few times to remind you to head to your dashboard to review it!)
When you head to your dashboard you’ll be able to review the claim submitted by your vets and answer a handful of questions we have about the claim. We’ve kept them short, as we know you’d much rather be focusing on your pet than the admin. 💙
After answering the questions, you can then head to the Claims Tracker where you can see the progress of your claim and the next steps!
If we need further information like medical history from a previous vet, then you’ll see this on the claim. If we have everything we need then you’ll see our 3-4 week time frame for getting your claim outcome!
If you need any further updates on your claim, please contact us on claims@napo.pet referencing your claim number and we’ll look into this for you.
Once we have an outcome, we’ll let you know! Hopefully, it’s good news. 🤞🤗
I’ve invited my vets to claim, but I don’t see anything on my Claim dashboard?
If you've invited your vets to submit a claim on your behalf and you haven't received an SMS or email from us, or there’s nothing on your dashboard, this means that your vets haven't yet submitted a claim. If that's the case, we would suggest you contact them and check with them. We know vets can be busy with admin but we hope that they can get your claim in quickly. If there’s anything we can help to speed up the process, please drop us a message via chat or email and we’ll do our best to support you.
I haven't received an SMS or email with an update on my claim?
If you haven't received an SMS or email, double-check your account for the phone number and email address you gave us, just to make sure we’re contacting the right details should we have an update. Also, please check your spam folder in your email, in case our email landed there.
I’m a vet and I’m looking for an update on a claim.
It is super easy and only takes seconds to check the status of any of the existing claims that your practice has submitted in your Napo Dashboard - you can log in here. Then all you need to do is select ‘Check Claim Status’ and enter the Policy Reference - please make sure that there are no spaces before or after the reference to avoid issues.
The system will then bring up a list of claims that you’ve submitted on the policy and you can easily track their progress there.