Frequently Asked Questions

To save you time in contacting us, we’ve tried to answer as many of your questions as possible. You can either enter your question in the search bar below, or browse through all our FAQs by clicking on the relevant category.

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.

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.

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.

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:

  • 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.

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.

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.

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.

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:

  • 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.

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.

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 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 for is lower than the applicable excess (and co-payment if you have chosen this option) then we can still assess your claim, but we will be unable to make any payment. However, should you make a continuation claim, the cost of the first treatment will go towards your excess for the same condition, should it fall in the same policy year.

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 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.

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 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.

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.

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.

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.

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.

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.

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.

Didn't find the answer to your question?

If you couldn’t find the answer you were looking for in the FAQs above then you can review our Policy Documents, Terms of Business and Privacy Policy, OR contact our team for help.

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