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.

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.

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.

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.

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.

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.

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.

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.

To make a change to your policy you need to contact us 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.

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.

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.

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.

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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