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.

Some of the key policy exclusions are:

  • We will not cover the amount of the excess(s) applicable for any claim.
  • Death from accident, illness and euthanasia – cover is restricted to dogs aged under 8years, or cats aged under 10years, at the date of loss or death.
  • 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. Additional exclusions may be applied after the policy is offered.

Yes, you can add another pet to your existing policy at the same level of cover. You will need to contact us on 0330 102 6839. You can not make this change online using the quote facility or through your customer account.

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 indivdual veterinary practise 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 do not provide cover for the cost of dental or gum treatment which is not directly resulting from an accident or injury. We also exlcude routine, preventative or cosmetic procudures, 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.

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. 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.

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.

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. The full list of policy exclusions can also be seen here.

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.

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

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 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, we are more than happy to help so feel free to contact us by telephone or email!

Scratch & Patch have never provided cover for XL Bully breeds. However, if you have managed to obtain cover, please contact us 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.

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.

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 a condition that occurred, or has shown any signs or symptoms, before you insured your pet with us. This includes anything that occurs within your 14-day warm-up period.

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.

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.

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 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.

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

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 practise 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.

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.

Menu