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Please ensure that you have checked our excluded breeds list and rules before proceeding to purchase a policy with Scratch & Patch. If your dog is found to be an excluded dog, we may cancel your policy, refuse all claims, keep any premium you have paid and charge you a cancellation fee.

Some of the other key policy exclusions are:

• We will not cover the amount of the excess(s) applicable for any claim.
• Death from accident or illness – cover is restricted to dogs aged under 8years, or cats aged under 10years, at the date of loss or death.
• Euthanasia is excluded under Bronze, Silver and Gold policies.
• Third party liability cover is restricted to Dogs Only.
• Loss and recovery – cover restricted to dogs aged under 8 years, or cats aged under 10 years, at the date they go missing.
• Vet fee limits and policy limits apply.
• We will not pay for advertising and reward incurred without our prior consent.
• Any condition first showing clinical signs in the first 14 days of the policy unless you had a prior pet insurance policy.
• Your pet must be at least 5 weeks old when your policy starts.
• Dangerous dogs and excluded breeds cannot be covered. Please note that if you have declared the incorrect breed when taking the policy out, you may not be covered when making a claim.

The full list of policy exclusions can be seen here.

You can cancel your policy at any time by calling us on 0330 102 6839.

We will charge you a fee of £30 for cancellation of your policy, unless this is because your pet has died. If you cancel and you have made a claim on the policy, or if a claim has been made against you or your pet, any remaining annual premium not yet paid will become due. Where available, the remaining premium will be deducted from any claim payment due.

We are able to accept direct claims from your vet and there are many vets that are happy to deal with a direct claim on your behalf. However, this is down to the individual veterinary practice so you will need to check with them. In order for any claim to be accepted, the treating vet must be a qualified veterinary surgeon registered with the Royal College of Veterinary Surgeons. Any alternative treatment must be prescribed and carried out by a registered vet, or by a suitably qualified member of an accepted association.

Yes, we can pay your vet directly if you and your vet agree to it. Details of preferred payment details are requested during the claim process and, upon settlement, both you and your vet will receive confirmation details.

No, we’re not able to pre-authorise any claim. We review each claim on an individual basis once we have all supporting documentation. To view the details of your pet’s cover, please log in to My Account. You can also find more information about claims, or steps you can take before making a claim, here. You can find all of our policy documents here.

In addition to the insurance premium for your plan, we will charge you a fee of £30 to cancel your policy (unless this is because your pet has died). If you cancel and you have made a claim on the policy, or if a claim has been made against you or your pet, any remaining annual premium not yet paid will become due. Where available, the remaining premium will be deducted from any claim payment due.

You can cancel your policy at any time by calling us on 0330 102 6839.

If, however, you cancel and you have made a claim on the policy or if a claim has been made against you or your pet, any remaining annual premium not yet paid will become due. Where available, the remaining premium will be deducted from any claim payment due.

You can see what you are and are not covered for by reviewing our Policy Documents. You can also check your Policy Schedule by logging into My Account. This provides details of your excess, co-payment and inner limits applicable to the policy cover.

Please ensure that you have also checked our full list of policy exclusions, including our excluded breeds list and rules, before proceeding to purchase a policy with Scratch & Patch. If your dog is found to be an excluded dog, we may cancel your policy, refuse all claims, keep any premium you have paid and charge you a cancellation fee.

Some of the other key policy exclusions are:

• We will not cover the amount of the excess(s) applicable for any claim.
• Death from accident or illness – cover is restricted to dogs aged under 8years, or cats aged under 10years, at the date of loss or death.
• Euthanasia is excluded under Bronze, Silver and Gold policies.
• Third party liability cover is restricted to Dogs Only.
• Loss and recovery – cover restricted to dogs aged under 8 years, or cats aged under 10 years, at the date they go missing.
• Vet fee limits and policy limits apply.
• We will not pay for advertising and reward incurred without our prior consent.
• Any condition first showing clinical signs in the first 14 days of the policy unless you had a prior pet insurance policy.
• Your pet must be at least 5 weeks old when your policy starts.
• Dangerous dogs and excluded breeds cannot be covered. Please note that if you have declared the incorrect breed when taking the policy out, you may not be covered when making a claim.

The full list of policy exclusions can be seen here.

We do not provide cover for the cost of dental or gum treatment which is not directly resulting from an accident or injury. We also exclude routine, preventative or cosmetic procedures, including but not limited to scaling and polishing.