Can I change my personal details and contact preferences online?
Yes you can update your contact details and marketing preferences by logging into your account
Can I add another pet to my policy?
Yes, you can add a pet to an existing policy at the same level of cover. To do so you will need to contact us to update your policy. You can not make this change online using the quote facility or through your customer account.
Can I amend my policy online?
No, all policy changes must be made by speaking to our customer service team.
Do Scratch & Patch charge a fee to set up my policy or during my policy?
In addition to the insurance premium for you plan, we will charge for the following services:
– Cancellation of your policy (unless this is because your pet has died) – £30
– A change to your policy (i.e. address change) – £20
We also receive commission for our services from the insurer in addition to the individual service charges, shown above, to cover the administration of your insurance policy.
Who insures the Scratch & Patch policies?
We only offer cover from a single insurer HDI Global Specialty SE in respect of pet insurance.
HDI Global SE has been rated positively by recognised rating agencies, “Standard & Poor’s” and “A.M.Best”
– Standard & Poor’s (S&P): A+ (Outlook Stable) as of 28th August 2019
– A.M. Best: A(Outlook Stable) as of 18th September 2019
Will I have to make a coinsurance payment towards the cost of a claim?
No, unlike most pet insurers our plans 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. With us you will only have to pay the excess.
How can I change or update my bank account details?
The best way to do this is to call our contact centre on 0330
102 6839 and we’ll help you update the records. Alternatively you can make the changes yourself at; https://pay.gocardless.com/AL0000M40N3819 and then email us on firstname.lastname@example.org letting us know you’ve made the change with your policy number so that we can make sure that the transfer goes smoothly. If you do not email us the process will not be completed and our records will still show your old details and this will mean that you premiums are not collected.
Will you post my documents to me?
Your policy documents are available online and will be emailed to the email address provided to us. It is therefore important that you provide us with a valid email address and you keep us informed if this changes. If you want your documents posted as well you will be able to request this as part of the proposal process. You can also ask at renewal or during the lifetime of your policy; please contact our customer service team who can arrange for this for you free of charge.
Can I request documents to be resent to me?
You can request copies of your documents to be posted to you if you need them. In order to do this send us an email on email@example.com.