How do I claim if I’ve been to more than one vet?
Sometimes your pet will require a referral to a specialist vet or for treatment provided by a different vet for specific conditions. If this is the case, you can submit a claim for each treating vet as part of a continuation claim.
How do I make a claim?
The easiest way for you or your vet to make a claim is online. Please ensure you have the following documentation and information to hand: For other ways to make a claim, or for the steps you can take before making a claim, click here.
Do you cover the cost of neutering?
Spaying and neutering are considered routine procedures and are excluded from cover. However, if there are complications arising from spaying or neutering, we may be able to cover these.
Can I submit a claim online?
The easiest way for you or your vet to make a claim is online. You can submit a claim here. If your vet submits a claim on your behalf then please share this link with them: https://scratchandpatch.claimsorted.com/submit-a-claim/vet Please ensure you have the following documentation and information to hand: Your policy number and Policy Schedule. The […]
Can I change my level of cover?
We do allow upgrade or downgrade of your cover level between our Standard Plans (Bronze, Silver, Gold, Prime, Premier and Premier Plus). If you choose to change your cover to one that provides a higher level of cover the higher level will apply to any injury and illness which first showed clinical signs after the […]
Can I cancel my policy if I have made a claim?
You can cancel your policy at any time by calling us on 0330 102 6839. If, however, you cancel and you have made a claim on the policy or if a claim has been made against you or your pet, any remaining annual premium not yet paid will become due. Where available, the remaining premium […]
Can I get pre-authorisation for a treatment?
No, we’re not able to pre-authorise any claim. We review each claim on an individual basis once we have all supporting documentation. To view the details of your pet’s cover, please log in to My Account. You can also find more information about claims, or steps you can take before making a claim, here. You […]
Can you pay my vet directly?
Yes, we can pay your vet directly if you and your vet agree to it. Details of preferred payment details are requested during the claim process and, upon settlement, both you and your vet will receive confirmation details.
Can I claim with any vet?
We are able to accept direct claims from your vet and there are many vets that are happy to deal with a direct claim on your behalf. However, this is down to the individual veterinary practice so you will need to check with them. In order for any claim to be accepted, the treating vet […]
Are there any exclusions or restrictions I need to know about?
Please ensure that you have checked our excluded breeds list and rules before proceeding to purchase a policy with Scratch & Patch. If your dog is found to be an excluded dog, we may cancel your policy, refuse all claims, keep any premium you have paid and charge you a cancellation fee. Some of the […]