What information do I need to know before I can claim?
You need to have the following information to hand:
Your policy number
Your pet’s previous veterinary practice/s (if applicable)
Your previous address (if applicable)
Your claim should be notified to us within 60 days of any incident. We will not pay any claims for vet bills that are 12 months old or older when they are sent to us.
To enable us to assess your claim quickly can you please return the claim form, fully completed, signed by you and the treating vet and stamped by the veterinary practice along with the required medical history and supporting documentation requested.
Claims that do not have the required information or signatures will result in them being returned to you or the vet and can cause you significant delays.
Can you pay directly to my vet directly?
Yes, we can pay your vet directly if you and your vet agree to it.
Can I submit a claim online?
Currently it’s not possible to submit a claim online, instead you will need to fill out a claim form and send that to us. You can find the relevant claim for on our dedicated claims page.
How long will it take to process my claim?
It depends upon the complexity of the claim you’re making. We try to deal with all claims as quickly, efficiently and accurately as possible. Most our our claims are dealt with within 8 days.
If you have questions over your claim or require an update on an open claim you can contact us on firstname.lastname@example.org or call us on 0330 102 6839 and choose option 3.
What are my options if my claim is rejected?
We do pay 97% of 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 have to make a coinsurance payment towards the cost of a claim?
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.