Privacy policy | Napo Pet Insurance

Privacy policy

Last updated: April 2026

At Napo Limited, we are committed to protecting your personal information and respecting your privacy. This Privacy Notice explains how we collect, use, share and protect your personal data, and your rights in relation to it.

If you have any questions, please contact us at data@napo.pet.

1. Who we are

Napo Limited (“Napo”, “we”, “us”, “our”)

Registered address: 2 Jubilee Place, London, United Kingdom, SW3 3TQ

We are the data controller of your personal data under UK data protection laws.

2. The information we collect

We may collect and use the following categories of personal data:

Identity and contact data

• Name
• Address
• Email address
• Telephone number

Policy and pet-related data

• Information about your pet (e.g. breed, age, medical history)
• Policy details
• Claims history

Financial data

• Payment details
• Transaction history

Communications data

• Records of correspondence (email, phone, chat)

Technical and usage data

• IP address
• Device type
• Browser type
• Website usage data (via cookies and analytics)

Sources of personal data

Most of the personal data we hold about you is provided directly by you — for example, when you request a quote, take out a policy, contact us, or submit a claim.

We may also receive personal data about you and your pet from third parties, including:

• Veterinary practices and other animal care providers — for example, vets or behaviourists, who may provide information about your pet's treatment, history, records and associated costs, where relevant to a claim or to assessing cover;
• Publicly available sources — we may occasionally review publicly available information about you where this is relevant to fraud prevention or to verifying information you have provided about you or your pet.

3. How we use your information and our legal basis

We only process your personal data where we have a valid legal basis to do so.

Purpose

Type of data

Legal basis

• Provide insurance services, quotes and administer policies
  Identity, contact, pet, financial
  Contract
• Handle claims (including assessment and validation)
  Pet, claims, communications
  Contract
• Fraud prevention and risk management
  Identity, technical, claims
  Legitimate interests
• Customer support and responding to enquiries
  Contact, communications
  Legitimate interests
• Improve our website and services
  Technical, usage
  Legitimate interests
• Comply with legal and regulatory obligations
  All relevant data
  Legal obligation
• Marketing communications
  Contact data
  Consent or soft opt-in (where applicable)

4. Marketing communications

We may send you marketing communications about our products and services by email or SMS:

• Where you have given your consent; or
• Where we are permitted to do so under applicable law (e.g. “soft opt-in” for existing customers).

You can opt out of marketing at any time by:

• Clicking the unsubscribe link in emails; or
• Contacting us at data@napo.pet

Important:

Service-related communications (e.g. policy updates, claims updates) are not marketing and you will continue to receive these where necessary.

5. Use of AI in claims processing

We may use automated tools, including artificial intelligence (AI), to support aspects of claims handling, such as:

• Reviewing claim information and evidence provided; and
• Assisting with claim triage and processing.

These tools are used to support human decision-making. Declinature decisions are not made by automated means.

Where required, we will ensure appropriate safeguards are in place, including:

• Human oversight;
• The ability for you to request a review of decisions; and
• Measures to ensure fairness and accuracy.

6. Special category data

In some cases, we may process sensitive personal data.

We will only do this where:

• You have provided explicit consent; or
• It is necessary for the establishment, exercise or defence of legal claims; or
• Another lawful basis applies under data protection law.

7. How long we keep your data

We retain your personal data only for as long as necessary. Typical retention periods include:

• Policy Information: 5 years after end date
• Claims data: 3 years after closure
• Quotes: 1 year
• Marketing data: until you withdraw consent or opt out
• Where possible fraud: 5 years

We may retain data longer where required for legal, regulatory or dispute resolution purposes.

8. Who we share your information with

We may share your personal data with:

Service providers

• IT and platform providers
• Data hosting providers
• Analytics providers
• Customer support tools

Business partners

Where necessary to provide our services (e.g. to process payments)

Veterinary practices

We may share information about you, your pet and your policy with veterinary practices, and obtain information from them, where necessary to confirm details of treatment, request or exchange records, arrange direct payment of fees, or otherwise administer your policy and claims.

Regulators and authorities

Where required by law or regulation

Service providers

In connection with a merger, acquisition or restructuring

All third parties are required to process your data securely and only for specified purposes.

9. International transfers

Where we transfer your personal data outside the UK or EEA, we ensure appropriate safeguards are in place, such as:

• UK International Data Transfer Agreements (IDTAs); or
• Adequacy decisions.

You can request further details by contacting us.

10. Cookies and analytics

We use cookies and similar technologies to:

• Ensure our website functions properly;
• Understand how users interact with our website; and
• Improve user experience.

Where required, we will obtain your consent before placing non-essential cookies.

Please see our Cookie Notice for more information.

11. Your rights

You have the following rights under data protection law:

• Access – request a copy of your data
• Rectification – correct inaccurate data
• Erasure – request deletion of your data
• Restriction – limit how we use your data
• Portability – receive your data in a usable format
• Withdraw consent – at any time (for consent-based processing)
• Object – to processing based on legitimate interests (including marketing)

To exercise your rights, contact: data@napo.pet

12. Security

We implement appropriate technical and organisational measures to protect your personal data. However, no system is completely secure, and we cannot guarantee the security of data transmitted via the internet.

13. Complaints

If you are unhappy with how we handle your personal data, please contact us first.

You also have the right to lodge a complaint with the:

Information Commissioner’s Office (ICO)
Website: https://ico.org.uk
Telephone: 0303 123 1113

14. Changes to this notice

We may update this Privacy Notice from time to time. Where changes are significant, we will take appropriate steps to inform you.

You can see when this notice was last updated at the top of this page.