Our frequently asked questions and online chat service provides the purrfect answer to help with everyday pet insurance queries.
You can also view other ways to contact us here.
Our frequently asked questions might
be able to help you straight away
Scratch, the feline chatbot, is a smart cookie. She’s here to help
Chat with our friendly customer service team via WhatsApp
Monday – Friday: 9am – 5pm
Saturday, Sunday & Public Holidays: closed
Monday – Friday: 9am – 5pm
Saturday, Sunday & Public Holidays: closed
If you want to share some good feedback with us, we’d love to hear it!
Please leave us a review on Trustpilot or alternatively, you can email or call us.
We aim to make sure all aspects of your plan with us are dealt with promptly and fairly. However, if we’ve not met your expectations, then you are able to complain. In the first instance, you can contact us by post, email or phone, using the details below.
Where we are unable to resolve your complaint by the end of the third working day after receipt, you can expect the following from us:
If, after you have received our response, you are dissatisfied you may be able to refer it up to the Financial Ombudsman Service.

You can write to them at: Financial Ombudsman Service, Exchange Tower, London, E14 9SR
More information on the Financial Ombudsman Service can be found at
Comprehensive pet insurance cover for your furry friend. Get a quote today.
Scratch & Patch is a trading name of Only Pets Cover Limited. Registered office: Only Pets Cover Limited, 124 City Road, London, EC1V 2NX.Company number: 9971968. Registered in England & Wales. Only Pets Cover Limited is authorised and regulated by the Financial Conduct Authority. Firm reference number: 840293. You can check this by visiting the Financial Services Register
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