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.

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.

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.

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.

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.

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.

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.

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.