If you've invited your vets to submit a claim on your behalf but you can't see a claim on your dashboard and you haven't received an SMS or email from us:
This means that your vets have not submitted your claim yet.
When you send this invitation to them, this does not create a claim. Rather, it sends your vets instructions on how to claim with Napo.
We will have sent them a request to submit your claim when you filled in the invite, but if it's not on your dashboard or you haven’t receive an SMS, then your vets have not actioned this yet.
What should my next steps be?
If you want to, you can invite them again via the dashboard, however you don’t need to do this.
It is often quicker to give them a call or visit in person and ask them to submit a claim that way, because the email might have landed in their spam folder or they might be working through a backlog of requests.
All they need in order to submit your claim is:
To visit our Vet Portal (https://www.napo.pet/vet-portal)
To start a claim and enter your pet’s current policy number (e.g. ESS-ABC-0001 or ESS-ABC-0001-REN-001 for renewed policies)
How will I know my vets have submitted the claim?
When your vets have submitted the claim, you will immediately receive an automated SMS and email from Napo confirming this.
The message will say the following:
“ACTION NEEDED: Your Vet Practice started a claim for Your Pet. The claim reference number is: NAPOVET-XXXXXX - Complete this claim's submission in your dashboard: LINK TO THE DASHBOARD 💙 Thank you so much, The team at Napo Pet Insurance 💐”
This means we have received your claim and are eagerly awaiting you to answer the questions on your dashboard to push your claim through to the next stage.
But I still need help?
We know vets can be busy with admin and 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.
If you haven't received an SMS or email, double-check your account for the phone number and email address you have on your account, 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.