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Making a claim

Across 2019 we paid 97% of all claims submitted to us. We can even deal directly with your vet, leaving you to concentrate fully on your 4-legged friend.

Patch does the payout include biscuits

How to make a pet insurance claim

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

What our customers say about us

Common claims FAQs

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 days.

What can I do if my claim is rejected?

Over the 12 months of 2019 we paid 97% 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.

Will I need to pay a co-insurance fee?

No, unlike most pet insurers our policies do not have a coinsurance or co-payment. This is an extra percentage of the claim which you must pay yourself – typically 10% to 20% of the claim amount after the excess has been deducted – depending on the insurer. With Scratch & Patch you will only have to pay the excess.

Important information

If we request it, the attending vet, or your usual or previous vet must at your expense, provide us with all information about your pet, including its full clinical and medical history and / or the treatment provided.

You and your vet or other institution or person requested should complete the claim form without charge before it is sent to us. We can not process any incomplete claims and will request any outstanding information before proceeding with any claim.

Where requested by us, you will need to provide an original receipt, certificate or other form of proof issued to you, at your home address, showing your pets details, if relevant and providing itemised breakdown of the cost incurred and dates as appropriate. These are to be provided at your own cost.

If your pet dies or is euthanized and you are making a claim under your policy, you must arrange at your expense for your vet to certify your pet’s death stating the cause and date. If euthanized, we will need a certificate stating that this was necessary for humane reasons and to stop incurable suffering.

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