Vets start every claim at Napo, no matter who we're paying.
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It might feel counter-intuitive at first! Once you've paid the vet, it might feel like the claim should just be a deal between you and Napo.
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Here's why we do it like this.
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We started the same way most pet insurers work: you start a claim, then the insurer emails your vet for their version of events and PDFs of your invoice and clinical history.
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This is standard practice to make sure the pet owner doesn't embellish the invoice, for example.
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This can cause claims to take many weeks to settle because we're chasing vets for their info and then we speak to you both about any info that mismatches.
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We found that we settle claims 3x faster when vets start the claim, and we get their invoice and clinical history documents from the beginning. Then you just confirm that you're happy for us to review the vet's claim. It avoids lots of mismatches and email back-and-forths 🤗