Can I change my personal details and contact preferences online?
Yes you can update your contact details and marketing preferences by logging into your account
Can I add another pet to my policy?
Yes, you can add a pet to an existing policy at the same level of cover. To do so you will need to contact us to update your policy. You can not make this change online using the quote facility or through your customer account.
Can I amend my policy online?
No, all policy changes must be made by speaking to our customer service team.
Do Scratch & Patch charge a fee to set up my policy or during my policy?
In addition to the insurance premium for you plan, we will charge for the following services:
– Cancellation of your policy (unless this is because your pet has died) – £30
– A change to your policy (i.e. address change) – £20
We also receive commission for our services from the insurer in addition to the individual service charges, shown above, to cover the administration of your insurance policy.
Who insures the Scratch & Patch policies?
We only offer cover from a single insurer HDI Global Specialty SE in respect of pet insurance.
HDI Global SE has been rated positively by recognised rating agencies, “Standard & Poor’s” and “A.M.Best”
– Standard & Poor’s (S&P): A+ (Outlook Stable) as of 28th August 2019
– A.M. Best: A(Outlook Stable) as of 16th October 2020
Will I have to make a coinsurance payment towards the cost of a claim?
No, unlike most pet insurers our plans do not have a coinsurance or co-payment. This is an extra percentage of the claim which you must pay yourself – typically 10% to 20% of the claim amount after the excess has been deducted. With us you will only have to pay the excess.
Will you post my documents to me?
Your policy documents are available online and will be emailed to the email address provided to us. It is therefore important that you provide us with a valid email address and you keep us informed if this changes. If you want your documents posted as well you will be able to request this as part of the proposal process. You can also ask at renewal or during the lifetime of your policy; please contact our customer service team who can arrange for this for you free of charge.
Can I request documents to be resent to me?
You can request copies of your documents to be posted to you if you need them. In order to do this send us an email on firstname.lastname@example.org.
What age can I cover my pet?
Cats and dogs must be at least 5 weeks old on the day that the policy begins.
Can I change my level of cover?
You can move between Standard Plans (Bronze, Silver, Gold, Prime, Premier and Premier Plus) or Pre-existing plans (Champ 2.5, Champ 4.0, Champ 8.0) however it’s not possible to switch between Standard and Pre-existing plans.
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 speaking with our customer service team.