Claims made easy

Making a claim with Scratch & Patch is easy. You can claim online or by phone. We can even deal directly with your vet, leaving you to concentrate on the wellbeing of your 4-legged friend.

Before you make a claim

Before you make a claim, consider whether you can take advantage of the following simple tips. They can benefit you by protecting your insured limit, reducing increases in renewal pricing and keeping costs down for the whole Scratch & Patch community. Resulting in cheaper premiums.

Scratch & Patch careline

Our RCVS nurses are on hand to provide qualified advice 24/7.

Call 0333 332 1926 or chat online

Using the Careline before you go to the vet, can potentially save you time and the cost of an unnecessary trip.

Compare veterinary costs

If your pet needs treatment it can be worthwhile asking several vets for an upfront quote.

Veterinary charges can differ from vet to vet so it is worth shopping around to receive the best from your policy coverage.

Get medication online

Pet medication can be cheaper if you purchase from an authorised prescription medication site.

Simply obtain a prescription from your vet for the medication needed and always make sure you use a reputable UK online pharmacy site.

Keep your pet healthy

Most pet’s health relies on regular exercise and a balanced diet.

One of the best ways to keep your costs down in the long term is to make sure your pet receives regular routine health checks.

Ready to make a claim?

In the event that you need to claim, the most important part is the well-being of your pet. That’s why we try to make claiming as straightforward as possible for all our members.

In order to begin your claim you’ll need to have the following information:

  • Your policy number
  • Your pet’s previous veterinary practice/s (if applicable)
  • Your previous address (if applicable)
Submit a claim online

The quickest and easiest way to submit your claim is by using our online claims system.

For policies starting after the 1st Jan 2022:

For policies starting before the 1st Jan 2022:

Speak to our claims team

Our claims team are available 9-5 Monday to Friday to help resolve your queries.

Call us on:

0330 102 6839 – option 3

Or email:

claims@scratchandpatch.co.uk

Vet claim on your behalf

If you will be asking your vet to complete the claims form on your behalf please provide them with the following form.

For policies starting after the 1st Jan 2022:

For policies starting before the 1st Jan 2022:

Paper claims forms

To help ensure your claim is reviewed efficiently please select the claim form based on how your policy number begins.

For policies starting or renewing after 1st January 2022 with policy numbers starting with SAP or CMP please use these claim forms:

Vet Fees and other claims except Third Party Liability: (.docx) | (.pdf)

Third Party Liability Claims: (.docx) | (.pdf)

 

For policy numbers starting SNP0 and CHP0 please use these claim forms:

Vet Fees and other claims except Third Party Liability: (.docx) | (.pdf)

Third Party Liability Claims: (.docx) | (.pdf)

Avoiding delays when claiming

To allow us to quickly assess your claim please ensure that your submission is signed by you and the treating vet. The form should also be stamped by the veterinary practice along with the required medical history and supporting documentation.

Claims that do not have the required information or signatures will result in them being returned to you or your vet and can cause delays.

If you have completed a manual claims form, please return the form together with all signed documents by email to claims@scratchandpatch.co.uk or by post to: Scratch & Patch Claims, PO Box 800, Elland, HX1 9ET.

What happens next?

Our claims team will review and assess your claim as quickly as possible so that you can focus on looking after your pet. If requested, we can pay your vet directly if you and your vet agree to it.

If you have submitted your claim online you will receive an email requesting the additional documentation (such as medical history).

We will keep you updated on the progress of your claim via email. If you do have any questions during the claims process, you can email us at claims@scratchandpatch.co.uk or call our claims team on 0330 102 6839 – option 3

Claims FAQs

What if I’m struggling to download the claims forms?

You can also obtain a claim form by emailing claims@scratchandpatch.co.uk or calling our Pet Claims Team on 0330 1026839 – option 3 – calls may be recorded and monitored.

If I claim, what will happen to my renewal price?

We will review your cover each year before offering to renew your policy. This means that based on the information you have provided to us, your pet’s age and medical history, any claims made and future expected treatment and claims costs, we may change the terms and conditions of your cover, your premium or not offer to renew your policy. However, in most cases, premiums will increase with the age of your pet and if any claims have been made.

How long will it take to settle my claim?

We try to settle your claim as quickly and efficiently as possible. You can help speed your claim up by completing claims forms as accurately and thoroughly as you can. Most successful claims are paid within 8 working days.

What can I do if my claim is rejected?

In June 2022 we paid 94% of the claims made, so it’s rare that a claim will be rejected, but like any insurer it does happen. If your claim is rejected you will be told the reason for this. If you want to you will be able to challenge this and can make a formal complaint to us. Find more about our complaints procedure.

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