Chat with us! We've got a blue chat icon in the bottom-right of our website via your dashboard or https://help.napo.pet/en/ which our customer champions are answering every Mon-Fri from 9am-5:30pm.

We typically get back to your chat in 1 working day unless it's urgent (e.g. you need a faster claim 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 working day.
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We don't have an inbound phone line, however you can chat to us over the phone using our callback service.

To book a call, tell us what you'd like to talk about in a chat or email to us by. So we can help you as best we can on the call, please ask to 'talk to a person on the phone' and give as much detail about your query as you can in your message. Then one of our customer champions will send you a calendar where you can book a call at a time that suits you.

If you need fast medical advice for your pet, then you can call FirstVet in your dashboard 24/7. If your pet has an emergency, please contact your vets immediately as we can't offer health advice ourselves.

We don't yet pre-authorise emergency claims, so if you need advice at an emergency vet clinic, follow your vet's advice and we'll be there for you when they submit a claim through our vet portal after the treatment's been done. You can find out more about what you can do if you need a pre-authorisation here, and of course you can chat with us for emotional support.