Frequently Asked Questions

In addition to the insurance premium for your plan, we will charge you a fee of £30 to cancel your policy (unless this is because your pet has died). If 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 will be deducted from any claim payment due.

We will charge you a fee of £30 for cancellation of your policy, unless this is because your pet has died. If 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 will be deducted from any claim payment due.

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 other key policy exclusions are:

• We will not cover the amount of the excess(s) applicable for any claim.
• Death from accident or illness – cover is restricted to dogs aged under 8years, or cats aged under 10years, at the date of loss or death.
• Euthanasia is excluded under Bronze, Silver and Gold policies.
• Third party liability cover is restricted to Dogs Only.
• Loss and recovery – cover restricted to dogs aged under 8 years, or cats aged under 10 years, at the date they go missing.
• Vet fee limits and policy limits apply.
• We will not pay for advertising and reward incurred without our prior consent.
• Any condition first showing clinical signs in the first 14 days of the policy unless you had a prior pet insurance policy.
• Your pet must be at least 5 weeks old when your policy starts.
• Dangerous dogs and excluded breeds cannot be covered. Please note that if you have declared the incorrect breed when taking the policy out, you may not be covered when making a claim.

The full list of policy exclusions can be seen here.

Yes, our multi-pet discount protects all the pets in your family and is available regardless of the level of cover you choose.

By insuring 2 or more pets with us, we’ll give you a 10% discount off your total insurance premium. This will be deducted automatically when calculating your quote.

If you’re an existing Scratch & Patch customer looking to add a new 4-legged friend to your policy, contact our customer service team on 0330 102 6839 so that you can start benefiting from our multi-pet discount today. You cannot make this change online using the quote facility or through your customer account.

If you want to make changes to or cancel your policy at renewal, you will need to contact our customer service team by calling 0330 102 6839.

Please note that you cannot make these changes via your customer account. We will let you know if this affects your renewal premium or claim conditions for your new cover level.

If you change your cover to one that gives a higher level of cover, the higher level will apply to any injury and illness which first showed clinical signs after the transfer date. The higher limit will not apply to any pre-existing condition. If you don’t currently have a 20% voluntary excess on your existing policy, you can also choose to have this included on your new policy.

If you choose not to renew your policy with us and you have a lifetime policy, then due to their ‘long-term’ nature, you may find it difficult to find alternative cover for any conditions you have already claimed for as they will be pre-existing and you might not be able to claim for them again.

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 will be deducted from any claim payment due.

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 transfer date. The higher limit will not apply to any pre-existing condition.
• If you change your cover to one that gives a lower benefit the lower amounts will apply to all claims from the date you change onwards including those you are already making.

If you would like to amend your level of cover, you can do so by calling our customer service team on 0330 102 6839.

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 must be a qualified veterinary surgeon registered with the Royal College of Veterinary Surgeons. Any alternative treatment must be prescribed and carried out by a registered vet, or by a suitably qualified member of an accepted association.

We don’t provide pre-authorisation for any vet treatment you may be seeking for your pet. We do know however that your pet’s health is important to you. That’s why we offer all our members unlimited access to our 24/7 Vet Careline, so that they can seek advice from our qualified RCVS vet nurses whenever they need.

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 find all of our policy documents here.

Yes, you can either pay for your policy annually upfront with a debit or credit card, or monthly via Direct Debit using a debit card.

Yes, if you pay your premium on a monthly basis then we always collect this via Direct Debit using the details you provide when you join us.

Yes, you can pay for your policy in monthly instalments. This can be chosen as an option on the payment page when quoting or renewing. When purchasing, a breakdown of the payments will be shown in a blue box on the payment page. Monthly payments can be selected at 0% APR and are paid via direct debit.

Yes, you can either pay for your policy annually upfront with a debit or credit card, or monthly via Direct Debit using a debit card.

Yes, you can either pay for your policy annually upfront with a debit or credit card, or monthly via Direct Debit using a debit card.

Your policy is set to automatically renew each year. We will send you a renewal invitation at least 14 days before your policy renewal date so that you can make an informed decision about your policy and contact us should you not wish to renew. If you want your policy to renew, no action will be needed.

Currently we are not able to change the date on which we collect your Direct Debit. Your Direct Debit date is set to 8 days after the date on which you purchased your policy. So, for example, if you purchased your policy on the 10th of the month, your first and subsequent Direct Debit payments for the remainder of the policy year will come out on the 18th of each month.

In the scenario that you set your cover to commence more than 8 days after your policy purchase date, we will take your first payment in the subsequent month you come on cover. The 8 days between your policy purchase date and your Direct Debit date allows for our pay monthly provider to set up and process the Direct Debit instruction.

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.co.uk/enol-form-vet/

Please ensure you have the following documentation and information to hand:

• Your policy number and Policy Schedule.
• The full medical history for first claims.
• An up to date medical history for continuation claims.
• A fully itemised invoice for each treatment.
• Full names and address for any treating vets.
• If claiming for injury or illness, you will need details of the condition start date and the treatment dates.

For other ways to make a claim, or for the steps you can take before making a claim, click here.

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.

If you cancel within 14 days of the start date of your first period of insurance, then we will refund any premium paid providing no claims have been made on the policy.

If you cancel at any other time and no claims have been made against you or your pet, we will refund your premium less a pro-rata premium charge for your time on cover.

If you cancel at any time 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 will be deducted from any claim payment due.

No we do not charge a fee to set up your policy. In addition to the insurance premium for your plan, we will charge you a fee of £30 to cancel your policy (unless this is because your pet has died). If 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 will be deducted from any claim payment due.

No we do not charge a fee to make changes to your policy. In addition to the insurance premium for your plan, we will charge you a fee of £30 to cancel your policy (unless this is because your pet has died). If 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 will be deducted from any claim payment due.

No, if you choose to pay monthly (which is always via Direct Debit) you will not be charged any interest. The cost would be exactly the same as if you paid annually.

We do not provide cover for the cost of dental or gum treatment which is not directly resulting from an accident or injury. We also exclude routine, preventative or cosmetic procedures, including but not limited to scaling and polishing.

Our current policies and cover levels (Bronze, Silver, Gold, Prime, Premier and Premier Plus) do not cover pre-existing medical conditions.

This means that we will not pay:

1. Any claim for or as a result of a pre-existing condition.
2. Any claim for or as a result of an illness which, in the first 14 days of your pets cover with Scratch & Patch,
   • first showed clinical signs,
   • has the same diagnosis or clinical signs as an illness that showed clinical signs or
   • is caused by, relates to, or results from a clinical sign of an illness that was noticed,

This 14-day exclusion does not apply if your pet was insured for veterinary fee’s under another policy of insurance up to the start date (inception) of the first period of insurance with Scratch & Patch and you provide proof of this to us.

A pre-existing condition is any injury or illness that:

1. Happened or first showed clinical signs,
2. Has been identified or investigated by a vet,
3. Has the same diagnosis or clinical signs as an injury, illness, or clinical sign your pet had,
4. Is caused by, relates to, or results from, an injury, illness, or clinical sign your pet had,
5. or is otherwise known to you,

before the start date of your pet’s first period of insurance (inception) with Scratch & Patch, or before the date the cover level on your policy was increased. No matter where the injury, illness or clinical signs are noticed or happen in, or on, your pet’s body.

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.

We do not provide cover for XL Bully breeds, including and crossbreed. This breed has never been a selectable option for policy cover for us, however now that XL Bully has been included on the Dangerous Dogs register we are required to highlight this further. Please note that if you have declared the incorrect breed when taking the policy out, you may not be covered when making a claim.

You will not be provided with advice or any recommendations relating to the purchase of a policy from us, but you will receive sufficient information on the product to enable you to make an informed decision on whether it meets your demands and needs.

You can also find more information about the policies we offer on our website, by searching our FAQs, and by reviewing our Policy Documents.

Yes, our multi-pet discount protects all the pets in your family and is available regardless of the level of cover you choose. By insuring 2 or more pets with us, we’ll give you a 10% discount off your total insurance premium. This will be deducted automatically when calculating your quote.

If you’re an existing Scratch & Patch customer looking to add a new 4-legged friend to your policy, contact our customer service team on 0330 102 6839 so that you can start benefiting from our multi-pet discount today.

If the amount you are claiming is lower than your policy excess (and co-payment, if you have chosen this as part of your policy), we can still process your claim, but we will not be able to make a payment.

However, the cost of the first treatment and/or submitted claim, less any applicable deductions (such as inner limits), will count towards your excess for the same condition within the same policy year. This means that if you make a continuation/subsequent claim for the same condition later in the policy year, the initial claim amount will count towards any remaining excess you need to pay.

In the following examples, the initial lower claim amounts help reduce your excess for subsequent claims, but do not result in a settlement after the first claim. Therefore, it may potentially be beneficial in these scenarios to only submit claims after the second claim, once the settlement amount exceeds the excess.

EXAMPLE 1 – POLICY EXCESS: £275, SELECTED CO-PAYMENT: 0%

First Claim:

• £280 – Claim Value
• Less £40 – Applicable Deductions*
• £240 – Settlement Amount (before excess)
• Less £275 – Policy Excess
• £0 – Final Settlement (since £240 is less than the £275 policy excess)
• £240 is credited towards your excess for a continuation/subsequent claim for the same condition within the same policy year.

Second Claim (Continuation claim for same condition, in same policy year):

• £150 – Claim Value
• Less £20 – Applicable Deductions*
• £130 – Settlement Amount (before excess)
• Less £35 – Remaining Excess (after first claim – £275 minus £240)
• £95 – Final Settlement

EXAMPLE 2 – POLICY EXCESS: £125, SELECTED CO-PAYMENT: 20%

First Claim:

• £110 – Claim Value
• Less £10 – Applicable Deductions*
• £100 – Settlement Amount (before excess)
• Less £125 – Policy Excess
• £0 – Final Settlement (since £100 is less than the £125 policy excess)
• £100 is credited towards your excess for a continuation/subsequent claim for the same condition within the same policy year.

Second Claim (Continuation claim for same condition, in same policy year):

• £350 – Claim Value
• Less £45 – Applicable Deductions*
• £305 – Settlement Amount (before excess & co-payment)
• Less £35 – Remaining Excess (after first claim – £125 minus £100)
• £280 – Settlement Amount (before co-payment)
• Less £56 – Co-Payment (20%)
• £224 – Final Settlement

(*Deductions could include anything not covered under your policy terms and conditions, amounts exceeding inner limits as specified in your policy schedule, amounts exceeding 100% markup on medications.)

There are sometimes different definitions of pedigree, crossbreeds and mongrels.

• For us, a pedigree pet is when your pet’s parents are both from the same breed (also known as purebred).
• Crossbreeds are when your pet is a combination between 2 different breeds.
• A mongrel and a moggie do not belong to one officially recognised breed and results from the crossing of different breeds or types (also referred to as a mixed breed).

Please be aware that any excluded breed also includes any crossbreed of that breed type. There are a number of specifc breeds that we aren’t able to cover. You can see the full list here. Please note that if you have declared the incorrect breed when taking the policy out, you may not be covered when making a claim.

The best way to do this is to call our customer service team on 0330 102 6839 and they will help you update your records.

Alternatively, you can make the changes yourself at https://pay.gocardless.com/AL0000M40N3819, along with emailing us at admin@scratchandpatch.co.uk to let us know you’ve made the change. Remember to include your policy number in the email 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 your premiums won’t be collected and your policy may be cancelled.

If you have questions over your claim or require an update on an open claim, you can contact us on claims@scratchandpatch.co.uk or call us on 0330 102 6839 and choose option 3.

You can see what you are and are not covered for by reviewing our Policy Documents. You can also check your Policy Schedule by logging into My Account. This provides details of your excess, co-payment and inner limits applicable to the policy cover.

Please ensure that you have also checked our full list of policy exclusions, including 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 other key policy exclusions are:

• We will not cover the amount of the excess(s) applicable for any claim.
• Death from accident or illness – cover is restricted to dogs aged under 8years, or cats aged under 10years, at the date of loss or death.
• Euthanasia is excluded under Bronze, Silver and Gold policies.
• Third party liability cover is restricted to Dogs Only.
• Loss and recovery – cover restricted to dogs aged under 8 years, or cats aged under 10 years, at the date they go missing.
• Vet fee limits and policy limits apply.
• We will not pay for advertising and reward incurred without our prior consent.
• Any condition first showing clinical signs in the first 14 days of the policy unless you had a prior pet insurance policy.
• Your pet must be at least 5 weeks old when your policy starts.
• Dangerous dogs and excluded breeds cannot be covered. Please note that if you have declared the incorrect breed when taking the policy out, you may not be covered when making a claim.

The full list of policy exclusions can be seen here.

You can cancel your policy at any time by calling us on 0330 102 6839.

You can change your marketing preferences by logging into My Account and clicking on ‘Account’ and then ‘Edit’ in the top right corner of the homescreen.

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.

You can get a quote online in just a few minutes here.

You can find more information about the policies we offer on our website, by searching our FAQs, and by reviewing our Policy Documents. If you prefer to speak to us to discuss our policies you can contact us on 0330 102 6839.

Although we can’t give advice to you, we can assist in helping you understand your choices.

To make a change to your policy you need to contact us on 0330 102 6839.

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.co.uk/enol-form-vet/

Please ensure you have the following documentation and information to hand:

• Your policy number and Policy Schedule.
• The full medical history for first claims.
• An up to date medical history for continuation claims.
• A fully itemised invoice for each treatment.
• Full names and address for any treating vets.
• If claiming for injury or illness, you will need details of the condition start date and the treatment dates.

For other ways to make a claim, or for the steps you can take before making a claim, click here.

You can either pay for your policy annually upfront with a debit or credit card, or monthly via Direct Debit using a debit card.

You can simply get a quote and purchase a policy with Scratch & Patch online in just a few minutes here.

Just remember to cancel with your current provider. If you switch your cover from another insurer, we won’t enforce a waiting period. You will be able to claim for illness starting in the first 14 days. If you make a claim within the first 14 days we will ask you to provide evidence of your previous policy.

Please note that we do not offer pre-existing conditions cover for new customers. You can still switch to us, but any pre-existing conditions will be excluded from cover.

Your policy is set to always auto-renew. If you would like to change your renewal status to never auto-renew, please call our customer service team on 0330 102 6839.

You can update your personal details by logging into My Account and clicking on ‘Account’ and then ‘Edit’ in the top right corner of the homescreen.

Scratch & Patch are paid a percentage of our customer’s premium which enables us to maintain our services to you, the customer. Only Pets Cover Limited, trading as Scratch & Patch, offer pet insurance underwritten by Stonebridge International Insurance Limited. Only Pets Cover Limited have delegated authority from Stonebridge International Insurance Limited to underwrite insurance policies on it’s behalf.

It depends on the complexity of the claim you’re making. We try to deal with all claims as quickly, efficiently and accurately as possible. The easiest and most efficient way to submit your claim is online here. Please ensure you have the following documentation and information to hand:

• Your policy number and Policy Schedule.
• The full medical history for first claims.
• An up to date medical history for continuation claims.
• A fully itemised invoice for each treatment.
• Full name and address for any treating vets.
• If claiming for injury or illness, you will need details of the condition start date and the treatment dates.

You will be asked a series of questions to help us establish what has happened, however if any further information is required, we will contact you or your vet directly. Your answers will be automatically saved (unless you clear your browser before submitting) and you can resume your claim at a more convenient time. Please provide as much detail as possible, to enable us to progress your claim quickly and efficiently.

Your claim should be notified to us within 60 days of any incident or treatment. You should then submit all information and documentation as quickly as you can so that we can process your claim. We will not pay any claims for vet bills that are 12 months old or older when they are sent to us.

You can also find more information about claims, or steps you can take before making a claim, here. If you have questions over your claim or require an update on an open claim you can contact us on claims@scratchandpatch.co.uk or call us on 0330 102 6839 and choose option 3.

Scratch & Patch has been providing comprehensive insurance cover for thousands of dogs and cats since 2016. We’re proud of our history and just as proud to deliver on our mission of helping as many pet parents as possible feel confident about their pet insurance.

We accepted 94% of claims in 2023, so it is 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 do not agree with the decision and can provide further evidence to support your claim, we are more than happy to review our assessment. You also have the right to make a formal complaint to us. You can find out more about our complaints procedure here.

If your pet has received multiple treatments for the same condition, you can either claim as each treatment takes place or all at once when full treatment is completed. If you decide to submit a continuation claim after each treatment, then you just simply submit a claim as you normally would. If treatments are for different conditions, then each condition you wish to claim for will need to be submitted separately.

You can find more information about claims, or steps you can take before making a claim, here.

If you already have a Champ policy then you will continue to be covered for accepted conditions declared in your policy documents.

If your pet has received multiple treatments for the same condition, you can either claim as each treatment takes place or all at once when full treatment is completed. If you decide to submit a continuation claim after each treatment, then you just simply submit a claim as you normally would. If treatments are for different conditions, then each condition you wish to claim for will need to be submitted separately.

You can find more information about claims, or steps you can take before making a claim, here.

If the amount you are claiming is lower than your policy excess (and co-payment, if you have chosen this as part of your policy), we can still process your claim, but we will not be able to make a payment.

However, the cost of the first treatment and/or submitted claim, less any applicable deductions (such as inner limits), will count towards your excess for the same condition within the same policy year. This means that if you make a continuation/subsequent claim for the same condition later in the policy year, the initial claim amount will count towards any remaining excess you need to pay.

In the following examples, the initial lower claim amounts help reduce your excess for subsequent claims, but do not result in a settlement after the first claim. Therefore, it may potentially be beneficial in these scenarios to only submit claims after the second claim, once the settlement amount exceeds the excess.

EXAMPLE 1 – POLICY EXCESS: £275, SELECTED CO-PAYMENT: 0%

First Claim:

• £280 – Claim Value
• Less £40 – Applicable Deductions*
• £240 – Settlement Amount (before excess)
• Less £275 – Policy Excess
• £0 – Final Settlement (since £240 is less than the £275 policy excess)
• £240 is credited towards your excess for a continuation/subsequent claim for the same condition within the same policy year.

Second Claim (Continuation claim for same condition, in same policy year):

• £150 – Claim Value
• Less £20 – Applicable Deductions*
• £130 – Settlement Amount (before excess)
• Less £35 – Remaining Excess (after first claim – £275 minus £240)
• £95 – Final Settlement

EXAMPLE 2 – POLICY EXCESS: £125, SELECTED CO-PAYMENT: 20%

First Claim:

• £110 – Claim Value
• Less £10 – Applicable Deductions*
• £100 – Settlement Amount (before excess)
• Less £125 – Policy Excess
• £0 – Final Settlement (since £100 is less than the £125 policy excess)
• £100 is credited towards your excess for a continuation/subsequent claim for the same condition within the same policy year.

Second Claim (Continuation claim for same condition, in same policy year):

• £350 – Claim Value
• Less £45 – Applicable Deductions*
• £305 – Settlement Amount (before excess & co-payment)
• Less £35 – Remaining Excess (after first claim – £125 minus £100)
• £280 – Settlement Amount (before co-payment)
• Less £56 – Co-Payment (20%)
• £224 – Final Settlement

(*Deductions could include anything not covered under your policy terms and conditions, amounts exceeding inner limits as specified in your policy schedule, amounts exceeding 100% markup on medications.)

If the amount you are claiming is lower than your policy excess (and co-payment, if you have chosen this as part of your policy), we can still process your claim, but we will not be able to make a payment.

However, the cost of the first treatment and/or submitted claim, less any applicable deductions (such as inner limits), will count towards your excess for the same condition within the same policy year. This means that if you make a continuation/subsequent claim for the same condition later in the policy year, the initial claim amount will count towards any remaining excess you need to pay.

In the following examples, the initial lower claim amounts help reduce your excess for subsequent claims, but do not result in a settlement after the first claim. Therefore, it may potentially be beneficial in these scenarios to only submit claims after the second claim, once the settlement amount exceeds the excess.

EXAMPLE 1 – POLICY EXCESS: £275, SELECTED CO-PAYMENT: 0%

First Claim:

• £280 – Claim Value
• Less £40 – Applicable Deductions*
• £240 – Settlement Amount (before excess)
• Less £275 – Policy Excess
• £0 – Final Settlement (since £240 is less than the £275 policy excess)
• £240 is credited towards your excess for a continuation/subsequent claim for the same condition within the same policy year.

Second Claim (Continuation claim for same condition, in same policy year):

• £150 – Claim Value
• Less £20 – Applicable Deductions*
• £130 – Settlement Amount (before excess)
• Less £35 – Remaining Excess (after first claim – £275 minus £240)
• £95 – Final Settlement

EXAMPLE 2 – POLICY EXCESS: £125, SELECTED CO-PAYMENT: 20%

First Claim:

• £110 – Claim Value
• Less £10 – Applicable Deductions*
• £100 – Settlement Amount (before excess)
• Less £125 – Policy Excess
• £0 – Final Settlement (since £100 is less than the £125 policy excess)
• £100 is credited towards your excess for a continuation/subsequent claim for the same condition within the same policy year.

Second Claim (Continuation claim for same condition, in same policy year):

• £350 – Claim Value
• Less £45 – Applicable Deductions*
• £305 – Settlement Amount (before excess & co-payment)
• Less £35 – Remaining Excess (after first claim – £125 minus £100)
• £280 – Settlement Amount (before co-payment)
• Less £56 – Co-Payment (20%)
• £224 – Final Settlement

(*Deductions could include anything not covered under your policy terms and conditions, amounts exceeding inner limits as specified in your policy schedule, amounts exceeding 100% markup on medications.)

Sometimes pets become ill or have an accident which needs veterinary attention, and this is where pet insurance can be of help from a financial point of view. We provide cover for this in the UK and within the EU (while you are travelling with your pet) as standard. Your policy is valid if your home address is within the United Kingdom (UK). Third Party Liability, Loss and Recovery and Emergency Boarding cover is valid in the UK only.

Any new illnesses starting within the first 14 days of your policy are not covered. This is called a waiting period. However, if you switch your cover from another insurer we won’t enforce a waiting period and you will be able to claim for illness starting in the first 14 days. If you make a claim within the first 14 days we will ask you to provide evidence of your previous continuous policy. We don’t have a waiting period for accidents or injuries.

Please note that we do not offer pre-existing conditions cover for new customers. You can still switch to us, but any pre-existing conditions will be excluded from cover.

Cats and dogs must be at least 5 weeks old on the day that the policy begins. There is no upper age limit but please note that the excess increases and cover for death, euthanasia and loss and recovery ends when your dog reaches the age of 8 or your cat reaches the age of 10.

Any pre-existing condition is excluded from cover and claims for any condition that showed signs or symptoms prior to the purchase of your policy will not be accepted. All claims are assessed on an individual basis, on their own merits and in accordance with the specific policy terms and conditions applicable to the policy you have chosen. Please ensure you familiarise yourself with the information supplied within the policy documentation, our website and sales journey.

If you have any questions, feel free to contact us at claims@scratchandpatch.co.uk or call us on 0330 102 6839 and choose option 3.

We accepted 94% of claims in 2023, so it is 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 do not agree with the decision and can provide further evidence to support your claim, we are more than happy to review our assessment. You also have the right to make a formal complaint to us. You can find out more about our complaints procedure here.

The required documentation and information needed to support a claim for either illness or injury will be:

• Your policy number and Policy Schedule.
• The full medical history for first claims.
• An up to date medical history for continuation claims.
• A fully itemised invoice for each treatment.
• Full name and address for any treating vets.
• Details of the condition start date and the treatment dates.

If any further information is required during the assessment phase, we will contact your vets directly or yourself to request this.

Scratch & Patch have never provided cover for XL Bully breeds, including any crossbreed. However, if you have managed to obtain cover, please contact us on 0330 102 6839 to allow us to follow the correct action required for these policies. Please note that if you have declared the incorrect breed when taking the policy out, you may not be covered when making a claim.

If the amount you are claiming is lower than your policy excess (and co-payment, if you have chosen this as part of your policy), we can still process your claim, but we will not be able to make a payment.

However, the cost of the first treatment and/or submitted claim, less any applicable deductions (such as inner limits), will count towards your excess for the same condition within the same policy year. This means that if you make a continuation/subsequent claim for the same condition later in the policy year, the initial claim amount will count towards any remaining excess you need to pay.

In the following examples, the initial lower claim amounts help reduce your excess for subsequent claims, but do not result in a settlement after the first claim. Therefore, it may potentially be beneficial in these scenarios to only submit claims after the second claim, once the settlement amount exceeds the excess.

EXAMPLE 1 – POLICY EXCESS: £275, SELECTED CO-PAYMENT: 0%

First Claim:

• £280 – Claim Value
• Less £40 – Applicable Deductions*
• £240 – Settlement Amount (before excess)
• Less £275 – Policy Excess
• £0 – Final Settlement (since £240 is less than the £275 policy excess)
• £240 is credited towards your excess for a continuation/subsequent claim for the same condition within the same policy year.

Second Claim (Continuation claim for same condition, in same policy year):

• £150 – Claim Value
• Less £20 – Applicable Deductions*
• £130 – Settlement Amount (before excess)
• Less £35 – Remaining Excess (after first claim – £275 minus £240)
• £95 – Final Settlement

EXAMPLE 2 – POLICY EXCESS: £125, SELECTED CO-PAYMENT: 20%

First Claim:

• £110 – Claim Value
• Less £10 – Applicable Deductions*
• £100 – Settlement Amount (before excess)
• Less £125 – Policy Excess
• £0 – Final Settlement (since £100 is less than the £125 policy excess)
• £100 is credited towards your excess for a continuation/subsequent claim for the same condition within the same policy year.

Second Claim (Continuation claim for same condition, in same policy year):

• £350 – Claim Value
• Less £45 – Applicable Deductions*
• £305 – Settlement Amount (before excess & co-payment)
• Less £35 – Remaining Excess (after first claim – £125 minus £100)
• £280 – Settlement Amount (before co-payment)
• Less £56 – Co-Payment (20%)
• £224 – Final Settlement

(*Deductions could include anything not covered under your policy terms and conditions, amounts exceeding inner limits as specified in your policy schedule, amounts exceeding 100% markup on medications.)

The easiest and most efficient way to submit your claim is online here. Please ensure you have the following documentation and information to hand:

• Your policy number and Policy Schedule.
• The full medical history for first claims.
• An up to date medical history for continuation claims.
• A fully itemised invoice for each treatment.
• Full name and address for any treating vets.
• If claiming for injury or illness, you will need details of the condition start date and the treatment dates.

You will be asked a series of questions to help us establish what has happened, however if any further information is required, we will contact you or your vet directly. Your answers will be automatically saved (unless you clear your browser before submitting) and you can resume your claim at a more convenient time. Please provide as much detail as possible, to enable us to progress your claim quickly and efficiently.

Your claim should be notified to us within 60 days of any incident or treatment. You should then submit all information and documentation as quickly as you can so that we can process your claim. We will not pay any claims for vet bills that are 12 months old or older when they are sent to us.

You can also find more information about claims, or steps you can take before making a claim, here. If you have questions over your claim or require an update on an open claim you can contact us on claims@scratchandpatch.co.uk or call us on 0330 102 6839 and choose option 3.

A compulsory excess is the amount you have to pay towards the cost of your pet’s treatment you are claiming for. This applies to each separate injury or illness you are claiming for. Excesses are applied once per condition, per policy year. Therefore, if you submit further claims for the treatment your pet receives resulting from the same condition, but in a separate period of insurance, the excess will be applied again. The excesses specific to your chosen policy can be found within your Policy Schedule document. The excess amount will be deducted from any claim settlement amount paid to you or your vet.

Alongside paying the compulsory excess on your policy, an additional co-payment is an amount you’re willing to pay towards the cost of a claim. For example, let’s say you have a policy with a £125 compulsory excess alongside a 20% co-payment and you are submitting a claim for a £1,000 vet bill. You would pay £300 against the cost of the claim and Scratch and Patch would pay £700. Here’s a breakdown:

• Starting Vet Fees: £1,000
• Your compulsory excess: £125
• Your 20% co-payment (20% of the remaining £875): £175
• Scratch & Patch pays: £700
• Pet owner pays: £300

By contributing 20% towards the cost of each claim, we are able to reduce the price of your premiums.

If your pet has ongoing treatment for an illness or injury, this may occur over a period of time. Each time any further treatment or medication is provided, you have the ability to submit a secondary claim for that condition – also known as ‘continuation of treatment’ or a ‘continuation claim’. This means that subsequent claims following a first claim can be linked and assessed using the correct policy cover, limits and excesses applicable.

A Lifetime policy (Premier Plus, Premier, Prime), our most comprehensive pet insurance, seeks to provide veterinary fee cover for illnesses or injuries your pet may have throughout its lifetime, as long as you keep the policy running. All accepted conditions are covered until the overall vet fee cover limit is reached, for each policy year. Once the limit is reached, no further claims can be paid, however the ‘pot of money’ is topped back up again at renewal. Learn more …

You can choose the plan that suits you best by comparing all our policies here.

Our maximum benefit pet insurance (Gold) provides veterinary fee cover up to a total limit (£) for each separate illness or injury, for the length the policy is in place. Once that cover limit is reached, the illness or injury then becomes excluded with no further benefit payable for that condition. Learn more …

You can choose the plan that suits you best by comparing all our policies here.

A pre-existing condition is any injury or illness that:

1. Happened or first showed clinical signs,
2. Has been identified or investigated by a vet,
3. Has the same diagnosis or clinical signs as an injury, illness, or clinical sign your pet had,
4. Is caused by, relates to, or results from, an injury, illness, or clinical sign your pet had,
5. or is otherwise known to you,

before the start date of your pet’s first period of insurance (inception) with Scratch & Patch, or before the date the cover level on your policy was increased. No matter where the injury, illness or clinical signs are noticed or happen in, or on, your pet’s body. This includes anything that occurs in the first 14 days of your pets cover with Scratch & Patch.

Our current policies and cover levels (Bronze, Silver, Gold, Prime, Premier and Premier Plus) do not cover pre-existing medical conditions.

This means that we will not pay:

1. Any claim for or as a result of a pre-existing condition.
2. Any claim for or as a result of an illness which, in the first 14 days of your pets cover with Scratch & Patch,
   • first showed clinical signs,
   • has the same diagnosis or clinical signs as an illness that showed clinical signs or
   • is caused by, relates to, or results from a clinical sign of an illness that was noticed,

This 14-day exclusion does not apply if your pet was insured for veterinary fee’s under another policy of insurance up to the start date (inception) of the first period of insurance with Scratch & Patch and you provide proof of this to us.

Our Time-limited pet insurance (Silver) helps to protect cats and dogs against vet fees caused by injuries and illnesses for a certain time period. The 12 month clock starts from the date the condition was first ‘treated’. Learn more …

You can choose the plan that suits you best by comparing all our policies here.

Our accident only pet insurance (Bronze) provides a fixed sum of money for each accidental injury to help pay for your pet’s treatment. It is the cheapest type of pet insurance policy but excludes cover for illness. Learn more …

You can choose the plan that suits you best by comparing all our policies here.

An inner limit is a cap on certain specified items such as treatments, investigative procedures, medication, or specific conditions. This means that whilst there is an overall cover limit, there are certain things we will only pay a maximum amount for. Each type of cover level will vary in the maximum amount we provide, and this information is available throughout our sales journey prior to your policy purchase. These limits are also stated specifically within your Policy Schedule document and can also be viewed on our website here.

An excess is a compulsory contribution you are required to pay towards the cost of your pets treatment you are claiming for and applies to each separate illness or injury (condition), per policy year. If your claim is accepted, the excess will be deducted from any settlement amount we pay to either you or your vet.

A co-payment is what you have chosen to include when purchasing a new policy, or at renewal stage as a contribution towards the cost of your pets treatment should you ever need to claim. It is applicable to every claim you make and is calculated as a percentage (chosen by you when purchasing or renewing your policy) of your claim after other deductions.

Your policy is set to automatically renew each year. We will send you a renewal invitation at least 14 days before your policy renewal date so that you can make an informed decision about your policy and contact us should you not wish to renew. If you want your policy to renew, no action will be needed.

We can choose not to offer renewal of your policy.

If during the period of your policy you have previously contacted our customer service team to request for your policy to not automatically renew and you now wish to take up a new policy with us, please contact our customer service team by calling 0330 102 6839. Please be aware that the chances of your pet getting ill increases as they age and this means your insurance premium will also increase. This increase could be significant if you have made a claim.

At Scratch & Patch we understand that your pets are part of your family. That’s why we want to provide pet insurance your pets will love you for. For people new to pet insurance, we know it’s not always the easiest to understand. That’s why we aim to simplify what it means and how it works, giving you peace of mind with comprehensive cover that protects all your 4-legged family members.

So, whether you’re a new puppy owner or looking to protect your trusty old friend, we can help. You can find all the information you’re looking for on our website and in our FAQ section.

Our policies are designed to provide cover for domestic cats and dogs. That means we don’t cover any pet used for trade, profession or business or any type of pet used for guarding, racing, coursing or beating. We also exclude any pet used for breeding.

There are also a number of specific breeds that we aren’t able to cover. You can see the full list here. Please note that if you have declared the incorrect breed when taking the policy out, you may not be covered when making a claim.

Saying goodbye to a beloved pet is never easy, but if the worst should happen, Scratch & Patch is here to support you. Whilst insurance may understandably be the last thing on your mind, there are a few things to consider.

• Firstly, please contact our customer service team by calling 0330 102 6839, so that they can help with cancelling your pet’s policy.
• You may also wish to submit a claim. You can find all the ways to do this here, but the easiest and most efficient way is online here.
• Further details on your Scratch & Patch policy’s death of pet cover can be viewed in your policy documents, which you can find here, or by logging into My Account.

We offer 6 cover levels with protection from accident only through to our most comprehensive lifetime plans. All our plans include:

• 10% multi-pet discount
• 24/7 Vet carelinen
• 94% of claims accepted*
• Switch to us and we’ll waive the waiting period for illnesses

Lifetime Cover (Premier Plus, Premier & Prime)

Our most comprehensive pet insurance seeks to provide veterinary fee cover for illnesses or injuries your pet may have throughout its lifetime, as long as you keep the policy running. All accepted conditions are covered until the overall vet fee cover limit is reached, for each policy year. Once the limit is reached, no further claims can be paid, however the ‘pot of money’ is topped back up again at renewal. Learn more …

Maximum Benefit Cover (Gold)

Our maximum benefit pet insurance provides veterinary fee cover up to a total limit (£) for each separate illness or injury, for the length the policy is in place. Once that cover limit is reached, the illness or injury then becomes excluded with no further benefit payable for that condition. Learn more …

Time Limited Cover (Silver)

Time-limited pet insurance helps to protect cats and dogs against vet fees caused by injuries and illnesses for a certain time period. The 12 month clock starts from the date the condition was first ‘treated’. Learn more …

Accident Only Cover (Bronze)

Our accident only pet insurance provides a fixed sum of money for each accidental injury to help pay for your pet’s treatment. It is the cheapest type of pet insurance policy but excludes cover for illness. Learn more …

You can choose the plan that suits you best by comparing all our policies here.

*Based on all claims closed in 2023

Any applicable excess and/or co-payment will be deducted from the claim settlement amount paid to either you or your vet for accepted claims.

Your claim should be notified to us within 60 days of any incident or treatment. You should then submit all information and documentation as quickly as you can so that we can process your claim. We will not pay any claims for vet bills that are 12 months old or older when they are sent to us.

Currently we are not able to change the date on which we collect your Direct Debit. Your Direct Debit date is set to 8 days after the date on which you purchased your policy. So, for example, if you purchased your policy on the 10th of the month, your first and subsequent Direct Debit payments for the remainder of the policy year will come out on the 18th of each month.

In the scenario that you set your cover to commence more than 8 days after your policy purchase date, we will take your first payment in the subsequent month you come on cover. The 8 days between your policy purchase date and your Direct Debit date allows for our pay monthly provider to set up and process the Direct Debit instruction.

Your policy documents were emailed to you when you first took out, or made changes to, your policy. You can also find all your documents by logging into My Account and viewing them on the homescreen.

We will send you your monthly Go Cardless payment schedule in your Welcome email when you purchase your policy. We will also send you this schedule when you renew your policy with us. If for any reason you mis-lay these documents and wish to re-clarify your monthly payment dates, please contact our customer service team by calling 0330 102 6839.

You can find your policy number on any email you have received from us since purchasing your policy, or by logging into My Account and clicking on ‘Policies’ in the top right corner of the homescreen.

Scratch & Patch’s pet insurance policies are underwritten by Stonebridge International Insurance Ltd. Registered Office: 14th Floor, 33 Cavendish Square, London, United Kingdom, W1G 0PW. Authorised and regulated by the Financial Conduct Authority. Firm Reference Number: 203188

Pet insurance providers have a duty to protect their policyholders from premium increases that would otherwise become unsustainable by including condition limits and caps on variable charges. The costs vets can charge for items such as medication can vary significantly from one practice to the next, as there is no current regulation of these charges.

Therefore, by limiting the mark-up on medication wholesale or manufacturer costs up to a maximum of 100%, we are able to have some control over the impact to our policyholders and the premiums we charge. We also encourage our customers to shop around for medication items, as these can often be found cheaper – for example through online medication providers.

Pet insurance helps to protect you against unexpected costs related to your pet, such as vet bills. These costs can vary depending on the treatment required and where you live, but they can often run into the hundreds and sometimes thousands of pounds. You’ll understandably want to balance this need with the cost of your premiums and the likelihood that you’ll make a claim.

Other factors to consider are the age of your pet, and their breed’s susceptibility to congenital and hereditary conditions. Along with cover for vet fees, pet insurance can also provide peace of mind if your dog or cat is lost or stolen, requires behavioural or alternative treatments, as well as liability cover.

You can find more information about the policies we offer here.

A medical history provides us with all the important information required to assess your claim as efficiently as possible. This will give us a good understanding of your pets health, the claimed condition, treatments and required medications.

We would only cancel your policy for a valid reason. Examples of where we may cancel your policy would be:

• If you pay your premium in instalments and an instalment remains unpaid 15 days after the due date. Before we cancel your policy, we will write to you in order to give you the opportunity to pay any premium due to us.
• If it is determined during the period of your pet’s policy, such as when you make a claim, that your pet’s details and medical history has been knowingly mis-stated at policy sign up.

If your policy is cancelled or comes to an end for any reason, all cover for your pet will stop on the date the policy is cancelled and no further claims will be paid. Scratch & Patch will, provided you have not made a claim, return any premium you have paid for any period of insurance remaining. In this event, the period of insurance will equate to the period for which premium instalments have been paid by you.

Claiming will not affect your premium for your current policy term, however we will review your cover each year before offering to renew your policy. This means that we may change the terms and conditions of your cover, your premium, or not offer to renew your policy 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.

Please be aware that the chances of your pet getting ill increases as they age and this means your insurance premium will also increase. This increase could be significant if you have made a claim.

If you have included the 20% co-payment option on your policy then this will be deducted from the final settlement value of each claim you make. For example, let’s say you have a policy with a £125 compulsory excess alongside a 20% co-payment and you are submitting a claim for a £1,000 vet bill. You would pay £300 against the cost of the claim and Scratch and Patch would pay £700. Here’s a breakdown:

• Starting Vet Fees: £1,000
• Your compulsory excess: £125
• Your 20% co-payment (20% of the remaining £875): £175
• Scratch & Patch pays: £700
• Pet owner pays: £300

By contributing 20% towards the cost of each claim, we are able to reduce the price of your premiums.

Your policy is set to automatically renew each year. We will send you a renewal invitation at least 14 days before your policy renewal date so that you can make an informed decision about your policy and contact us should you not wish to renew. If you want your policy to renew, no action will be needed.

We are unable to confirm if your premium will be the same each year due to changes that may have happened during the policy period. We will review your cover each year before offering to renew your policy. This means that we may change the terms and conditions of your cover, your premium, or not offer to renew your policy 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.

Please be aware that the chances of your pet getting ill increases as they age and this means your insurance premium will also increase. This increase could be significant if you have made a claim.