Scratch & Patch

Is Scratch & Patch Pet Insurance Worth It? Our Review 2025

Charlotte Green
Charlotte Green
updated on 27 May 2025
Scratch & Patch
On our comparison tool
4,1
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Our Expert’s Review of Scratch & Patch

Scratch & Patch stands out in the UK pet insurance market for its highly modular offering, with six distinct plans (Bronze to Premier Plus), each designed for different risk profiles and budgets. Annual veterinary fee limits range from accident-only Bronze covers up to comprehensive annual 'lifetime' policies on Premier Plus; reimbursement ceilings and excess levels are clearly stated per plan, with competitive pricing often cited as among the best versus major providers. Notably, Scratch & Patch includes solid veterinary, dental accident (not illness), liability (for dogs), hospitilisation and lost/ stolen pet cover, plus a 24/7 Vet Careline service. The policy excels for young or pedigree dogs and cats (from 5 weeks old), those with multi-pet households (10% discount), or owners seeking a simple, fast sign-up and value; it is especially suitable for owners wanting lifetime cover and strong clarity on exclusions. Scratch & Patch is underwritten by Stonebridge International Insurance Ltd, managed by sector specialists (URIS, Davies, ClaimSorted), and FCA-authorised, bringing reliability and FSCS protection (90% of compensation, no limits). Claims pay-outs benefit from rapid processing (94% acceptance rate in 2023, direct vet payments possible), while the Trustpilot reputation is praised for proactive resolution and clarity, though no explicit score is published. Most reimbursements are finalised efficiently, but drug refunds may be capped based on reference prices.

  • Six plan options, accident-only to comprehensive lifetime
  • Annual lifetime reinstatement for higher-tier policies
  • Highly competitive tariffs versus market average
  • 24/7 Vet Careline access included for all insureds
  • Multi-pet 10% discount available
  • Fast digital claims, direct vet settlement possible
  • Strong FCA and FSCS-backed reliability
  • Strict age limits for death and theft cover
  • Dental illness not covered, accident only
  • Programme-specific medication refund caps
  • No pre-authorisation of treatments available
  • Some negative feedback on rigid claims process
Table of Contents
  • Scratch & Patch Guarantees
  • Exclusions from Scratch & Patch
  • Scratch & Patch Rates
  • Scratch & Patch Support
  • Customer feedback on Scratch & Patch
  • How can I contact Scratch & Patch?
  • FAQ
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Why trust HelloSafe?

At HelloSafe, our pet insurance expert reviews the general terms and conditions and pricing of market-leading insurance contracts every year to provide you with a reliable and impartial analysis. Thanks to this rigorous approach, hundreds of thousands of users across the UK trust us each month to support them in making their most important financial decisions.

Scratch & Patch Guarantees

Scratch & Patch offers six modular pet insurance plans (Bronze, Silver, Gold, Prime, Premier, Premier Plus) ranging from basic accident-only cover (Bronze) to comprehensive “lifetime” cover with an annual global cap (Prime+). Key strengths include a 94% claim acceptance rate in 2023, direct vet payments, and a 24/7 Vet Careline, with lifetime formulas reinstating limits per condition each renewal and a multi-pet discount. The Gold and higher plans stand out with no time limits per condition and “lifetime” annual reimbursement; all formulas apply a set annual or per-condition cap, and a variable excess is deducted from each claim, with details defined at policy issue. Notable exclusions persist: no routine/preventive treatment, illness/death cover for older pets (dogs over 8, cats over 10), euthanasia only covered on top tiers, and dental cover limited to accidents. Scratch & Patch excels in service flexibility but lacks a real prevention allowance and has capped reimbursement on medicines, which can create residual owner outlay.

Name of coverBronzeSilverGoldPrime / Premier / Premier Plus
Positioning of the formulaEntry-level, low-cost, accident onlyEssential, “time-limited” accident & illnessEnhanced, “per condition” without time limitTop “lifetime” with annual global limit
Type of coverAccidents onlyAccidents & illness, per condition 12 months maxAccidents & illness, per condition, no time limitAccidents & illness, annual global cap
Covered animalsCats and dogs, from 5 weeksCats and dogs, from 5 weeksCats and dogs, from 5 weeksCats and dogs, from 5 weeks
% of reimbursementUp to 100%, after excessUp to 100%, after excessUp to 100%, after excessUp to 100%, after excess
Annual vet fee capFixed annual or 12-month/per-incident capFixed per condition or 12 months capFixed per condition, renewed yearlyAnnual “all inclusive” cap (sum insured)
Excess (annual or per claim?)Per claim, value set by plan/schedulePer claim, value set by plan/schedulePer claim, value set by plan/schedulePer claim, value set by plan/schedule
Min & max age to join - catsMin 5 weeks; Max NCMin 5 weeks; Max NCMin 5 weeks; Max NCMin 5 weeks; Max NC
Min & max age to join - dogsMin 5 weeks; Max NCMin 5 weeks; Max NCMin 5 weeks; Max NCMin 5 weeks; Max NC
Pre-contract health questionnaire?No (owner declaration)No (owner declaration)No (owner declaration)No (owner declaration)
Waiting period for illness14 days (waived if continuous insured)14 days (waived if continuous insured)14 days (waived if continuous insured)14 days (waived if continuous insured)
Waiting period for accidentImmediate coverImmediate coverImmediate coverImmediate cover
Lifetime cover once insured?Yes if policy is renewedYes if policy is renewedYes if policy is renewedYes if policy is renewed
Vet consultations (routine, urgent)Accident only, limits applyCovered within fee cap, per conditionCovered within fee cap, per conditionCovered within global annual cap
MedicationAccident only, capped at drug manufacturer refCapped manufacture price + 100%, after excessCapped manufacture price + 100%, after excessCapped manufacture price + 100%, after excess
HospitalisationOnly after accidentCovered if linked to insured eventCovered if linked to insured eventCovered if linked to insured event
Ambulance feesAccident only, fee capCovered within capCovered within capCovered within global cap
Surgery, anaesthesiaAccident only, covered within capCovered within per condition capCovered within per condition capCovered within global cap
MRI, CT scans, ultrasoundNot coveredCovered within capCovered within capCovered within cap
Lab analysisAccident only, within capCovered within capCovered within capCovered within global cap
RadiotherapyNot coveredCovered within cap (if prescribed for insured event)Covered within capCovered within global cap
DentalAccident onlyAccident & illness for dental injury/diseaseAccident & illness for dental injury/diseaseAccident & illness for dental injury/disease
Scaling (dental descaling)Not coveredNot coveredNot coveredNot covered
Prevention packageNot coveredNot coveredNot coveredNot covered
Alternative therapiesAccident only (if vet prescribed)Covered if prescribed/qualified vetCovered if prescribed/qualified vetCovered if prescribed/qualified vet
Dietetic foodNot coveredOnly for urinary stone dissolutionOnly for urinary stone dissolutionOnly for urinary stone dissolution
Covered countries / travelUK + EU for vet careUK + EU for vet careUK + EU for vet careUK + EU for vet care
Death/cremationAccidental death only, up to fixed % or maxDeath from accident/illness, by age criteriaDeath from accident/illness, by age criteriaDeath from accident/illness, by age + euthanasia covered
EuthanasiaNot coveredNot coveredNot coveredCovered (humane grounds)
Theft or loss and search/reward feesYes, strict age limits; max and % by ageYes, strict age limits; max and % by ageYes, strict age limits; max and % by ageYes, strict age limits; max and % by age
Boarding/care costsYes, if owner hospitalised min 5 days, cappedYes, if owner hospitalised min 5 days, cappedYes, if owner hospitalised min 5 days, cappedYes, if owner hospitalised min 5 days, capped
Comparison of Scratch & Patch pet insurance cover levels and features per plan (NC = Not Communicated).
Positioning of the formula
Bronze
Entry-level, low-cost, accident only
Silver
Essential, “time-limited” accident & illness
Gold
Enhanced, “per condition” without time limit
Prime / Premier / Premier Plus
Top “lifetime” with annual global limit
Type of cover
Bronze
Accidents only
Silver
Accidents & illness, per condition 12 months max
Gold
Accidents & illness, per condition, no time limit
Prime / Premier / Premier Plus
Accidents & illness, annual global cap
Covered animals
Bronze
Cats and dogs, from 5 weeks
Silver
Cats and dogs, from 5 weeks
Gold
Cats and dogs, from 5 weeks
Prime / Premier / Premier Plus
Cats and dogs, from 5 weeks
% of reimbursement
Bronze
Up to 100%, after excess
Silver
Up to 100%, after excess
Gold
Up to 100%, after excess
Prime / Premier / Premier Plus
Up to 100%, after excess
Annual vet fee cap
Bronze
Fixed annual or 12-month/per-incident cap
Silver
Fixed per condition or 12 months cap
Gold
Fixed per condition, renewed yearly
Prime / Premier / Premier Plus
Annual “all inclusive” cap (sum insured)
Excess (annual or per claim?)
Bronze
Per claim, value set by plan/schedule
Silver
Per claim, value set by plan/schedule
Gold
Per claim, value set by plan/schedule
Prime / Premier / Premier Plus
Per claim, value set by plan/schedule
Min & max age to join - cats
Bronze
Min 5 weeks; Max NC
Silver
Min 5 weeks; Max NC
Gold
Min 5 weeks; Max NC
Prime / Premier / Premier Plus
Min 5 weeks; Max NC
Min & max age to join - dogs
Bronze
Min 5 weeks; Max NC
Silver
Min 5 weeks; Max NC
Gold
Min 5 weeks; Max NC
Prime / Premier / Premier Plus
Min 5 weeks; Max NC
Pre-contract health questionnaire?
Bronze
No (owner declaration)
Silver
No (owner declaration)
Gold
No (owner declaration)
Prime / Premier / Premier Plus
No (owner declaration)
Waiting period for illness
Bronze
14 days (waived if continuous insured)
Silver
14 days (waived if continuous insured)
Gold
14 days (waived if continuous insured)
Prime / Premier / Premier Plus
14 days (waived if continuous insured)
Waiting period for accident
Bronze
Immediate cover
Silver
Immediate cover
Gold
Immediate cover
Prime / Premier / Premier Plus
Immediate cover
Lifetime cover once insured?
Bronze
Yes if policy is renewed
Silver
Yes if policy is renewed
Gold
Yes if policy is renewed
Prime / Premier / Premier Plus
Yes if policy is renewed
Vet consultations (routine, urgent)
Bronze
Accident only, limits apply
Silver
Covered within fee cap, per condition
Gold
Covered within fee cap, per condition
Prime / Premier / Premier Plus
Covered within global annual cap
Medication
Bronze
Accident only, capped at drug manufacturer ref
Silver
Capped manufacture price + 100%, after excess
Gold
Capped manufacture price + 100%, after excess
Prime / Premier / Premier Plus
Capped manufacture price + 100%, after excess
Hospitalisation
Bronze
Only after accident
Silver
Covered if linked to insured event
Gold
Covered if linked to insured event
Prime / Premier / Premier Plus
Covered if linked to insured event
Ambulance fees
Bronze
Accident only, fee cap
Silver
Covered within cap
Gold
Covered within cap
Prime / Premier / Premier Plus
Covered within global cap
Surgery, anaesthesia
Bronze
Accident only, covered within cap
Silver
Covered within per condition cap
Gold
Covered within per condition cap
Prime / Premier / Premier Plus
Covered within global cap
MRI, CT scans, ultrasound
Bronze
Not covered
Silver
Covered within cap
Gold
Covered within cap
Prime / Premier / Premier Plus
Covered within cap
Lab analysis
Bronze
Accident only, within cap
Silver
Covered within cap
Gold
Covered within cap
Prime / Premier / Premier Plus
Covered within global cap
Radiotherapy
Bronze
Not covered
Silver
Covered within cap (if prescribed for insured event)
Gold
Covered within cap
Prime / Premier / Premier Plus
Covered within global cap
Dental
Bronze
Accident only
Silver
Accident & illness for dental injury/disease
Gold
Accident & illness for dental injury/disease
Prime / Premier / Premier Plus
Accident & illness for dental injury/disease
Scaling (dental descaling)
Bronze
Not covered
Silver
Not covered
Gold
Not covered
Prime / Premier / Premier Plus
Not covered
Prevention package
Bronze
Not covered
Silver
Not covered
Gold
Not covered
Prime / Premier / Premier Plus
Not covered
Alternative therapies
Bronze
Accident only (if vet prescribed)
Silver
Covered if prescribed/qualified vet
Gold
Covered if prescribed/qualified vet
Prime / Premier / Premier Plus
Covered if prescribed/qualified vet
Dietetic food
Bronze
Not covered
Silver
Only for urinary stone dissolution
Gold
Only for urinary stone dissolution
Prime / Premier / Premier Plus
Only for urinary stone dissolution
Covered countries / travel
Bronze
UK + EU for vet care
Silver
UK + EU for vet care
Gold
UK + EU for vet care
Prime / Premier / Premier Plus
UK + EU for vet care
Death/cremation
Bronze
Accidental death only, up to fixed % or max
Silver
Death from accident/illness, by age criteria
Gold
Death from accident/illness, by age criteria
Prime / Premier / Premier Plus
Death from accident/illness, by age + euthanasia covered
Euthanasia
Bronze
Not covered
Silver
Not covered
Gold
Not covered
Prime / Premier / Premier Plus
Covered (humane grounds)
Theft or loss and search/reward fees
Bronze
Yes, strict age limits; max and % by age
Silver
Yes, strict age limits; max and % by age
Gold
Yes, strict age limits; max and % by age
Prime / Premier / Premier Plus
Yes, strict age limits; max and % by age
Boarding/care costs
Bronze
Yes, if owner hospitalised min 5 days, capped
Silver
Yes, if owner hospitalised min 5 days, capped
Gold
Yes, if owner hospitalised min 5 days, capped
Prime / Premier / Premier Plus
Yes, if owner hospitalised min 5 days, capped
Comparison of Scratch & Patch pet insurance cover levels and features per plan (NC = Not Communicated).
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Good to know

  • No routine/preventive care, hygiene, identification, or vaccination costs are refunded on any plan.
  • Strict age limits for claiming death/loss benefits (dogs over 8, cats over 10 years not eligible).
  • All claims subject to excess, and medication reimbursement is capped at manufacturer price +100%, which may result in partial expenses for owners.
  • Dental cover excludes scaling, routine, and non-accident care.
  • “Policy schedule” provides the exact cap, excess, and eligible benefits per insured pet—always check before buying.
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Exclusions from Scratch & Patch

Exclusions within Scratch & Patch contracts are particularly strict regarding pre-existing conditions and any clinical signs appearing in the first 14 days, even for transfers, unless the previous cover is continuous and validated. The cover systematically excludes older pets for key claims: disease-related or accidental death and loss/straying are not reimbursed for dogs over 8 and cats over 10, which is among the most restrictive age thresholds in the UK market. Dental and gum treatments (except after accident/injury), all preventive, elective, or routine care, as well as aesthetic procedures, are always excluded. Notably, liability coverage is limited to dogs only and is strictly restricted to claims arising in the UK; claims for commercial, working, or dangerous breeds are always excluded. Finally, no reward or advertising expenses can be reimbursed for loss/theft without prior agreement, and claims from inaccurate breed declarations or lack of up-to-date vaccinations are systematically voided.

ExclusionsDetails
Medical exclusions- Pre-existing conditions
- Conditions showing clinical signs within the first 14 days (unless continuous prior cover)
- Preventive, routine or elective care
- Dental/gum treatment except in case of accident/injury
- Spaying/neutering (unless complications)
- Age limits: No death or loss/straying cover for dogs >8yrs or cats >10yrs
- Death from illness excluded in Bronze plan
- Cremation/burial costs
- Pregnancy and birthing or related deaths
- Conditions resulting from negligence or abuse
- Treatments from non-RCVS registered vets
Liability & third-party exclusions- Liability cover for dogs only (not cats)
- Only valid for UK incidents, never abroad
- Excludes claims involving family, tenants, employees, people living at home
- No cover for working, commercial, or dangerous breeds
- No support for claims if insured admits liability without consent
Identification and animal status- Races/breeds on the excluded list (including any under the Dangerous Dogs Act 1991)
- False breed declarations void cover
- Animals below 5 weeks old not covered
- Animals used for working, security, breeding, or commercial purposes
Geographical exclusions- Claims (including liability) outside of UK generally excluded
- Veterinary travel cover for EU only, RC always UK-only
- Loss/theft claims not valid if not reported to police/shelters promptly
- Travel/cancellation claims excluded if booked
Administrative & procedural exclusions- No reimbursement of reward/publicity for lost/stolen pets without prior insurer agreement
- Claims not submitted within deadlines (e.g. 60 days after event)
- Lack of up-to-date vaccinations or anti-parasite treatment voids relevant claims
- Hospitalisation for addiction/mental causes (boarding benefit)
- Pre-existing bookings for boarding/holidays not covered
Summary of exclusions in Scratch & Patch contracts.
Medical exclusions
Details
- Pre-existing conditions
- Conditions showing clinical signs within the first 14 days (unless continuous prior cover)
- Preventive, routine or elective care
- Dental/gum treatment except in case of accident/injury
- Spaying/neutering (unless complications)
- Age limits: No death or loss/straying cover for dogs >8yrs or cats >10yrs
- Death from illness excluded in Bronze plan
- Cremation/burial costs
- Pregnancy and birthing or related deaths
- Conditions resulting from negligence or abuse
- Treatments from non-RCVS registered vets
Liability & third-party exclusions
Details
- Liability cover for dogs only (not cats)
- Only valid for UK incidents, never abroad
- Excludes claims involving family, tenants, employees, people living at home
- No cover for working, commercial, or dangerous breeds
- No support for claims if insured admits liability without consent
Identification and animal status
Details
- Races/breeds on the excluded list (including any under the Dangerous Dogs Act 1991)
- False breed declarations void cover
- Animals below 5 weeks old not covered
- Animals used for working, security, breeding, or commercial purposes
Geographical exclusions
Details
- Claims (including liability) outside of UK generally excluded
- Veterinary travel cover for EU only, RC always UK-only
- Loss/theft claims not valid if not reported to police/shelters promptly
- Travel/cancellation claims excluded if booked
Administrative & procedural exclusions
Details
- No reimbursement of reward/publicity for lost/stolen pets without prior insurer agreement
- Claims not submitted within deadlines (e.g. 60 days after event)
- Lack of up-to-date vaccinations or anti-parasite treatment voids relevant claims
- Hospitalisation for addiction/mental causes (boarding benefit)
- Pre-existing bookings for boarding/holidays not covered
Summary of exclusions in Scratch & Patch contracts.

Scratch & Patch Rates

Scratch & Patch stands out for a highly modular digital-only offer, typically yielding lower premiums than many traditional insurers thanks to streamlined distribution and claims processes. The Bronze level delivers one of the cheapest entry points on the market, mainly due to accident-only cover and restrictive reimbursement caps, but as you move up through Silver and Gold, the policies become more robust―introducing illness, behavioural, and holiday cancellation cover—while still maintaining competitive pricing compared to full-service providers. Prime, Premier, and Premier Plus upgrade to all-inclusive annual limits and broader guarantees, approaching the coverage breadth of the sector’s comprehensive solutions but usually at prices below the most premium players, reflecting modest but not ultra-generous caps. Despite some limits (notably on medication reimbursements and age cut-offs for certain covers), Scratch & Patch is generally positioned as "competitive," particularly valued by pet owners seeking modern, clear, and cost-controlled cover rather than the absolute highest ceilings or zero excess. The platform is especially well-suited to those comfortable managing everything online and prioritising value-for-money over deep customisation or ultra-premium perks.

BronzeSilverGoldPrimePremierPremier Plus
Cat young (2–4y)£6/mo£9/mo£13/mo£16/mo£22/mo£26/mo
Cat senior (7–8y)£10/mo£15/mo£20/mo£26/mo£33/mo£39/mo
Small dog£8/mo£12/mo£17/mo£22/mo£29/mo£35/mo
Small dog (2–4y)£8/mo£12/mo£17/mo£22/mo£29/mo£35/mo
Large dog (2–4y)£11/mo£17/mo£24/mo£32/mo£41/mo£48/mo
Dog senior (7–8y)£17/mo£27/mo£39/mo£51/mo£65/mo£77/mo
Monthly premiums for Scratch & Patch pet insurance tiers by animal and age
Cat young (2–4y)
Bronze
£6/mo
Silver
£9/mo
Gold
£13/mo
Prime
£16/mo
Premier
£22/mo
Premier Plus
£26/mo
Cat senior (7–8y)
Bronze
£10/mo
Silver
£15/mo
Gold
£20/mo
Prime
£26/mo
Premier
£33/mo
Premier Plus
£39/mo
Small dog
Bronze
£8/mo
Silver
£12/mo
Gold
£17/mo
Prime
£22/mo
Premier
£29/mo
Premier Plus
£35/mo
Small dog (2–4y)
Bronze
£8/mo
Silver
£12/mo
Gold
£17/mo
Prime
£22/mo
Premier
£29/mo
Premier Plus
£35/mo
Large dog (2–4y)
Bronze
£11/mo
Silver
£17/mo
Gold
£24/mo
Prime
£32/mo
Premier
£41/mo
Premier Plus
£48/mo
Dog senior (7–8y)
Bronze
£17/mo
Silver
£27/mo
Gold
£39/mo
Prime
£51/mo
Premier
£65/mo
Premier Plus
£77/mo
Monthly premiums for Scratch & Patch pet insurance tiers by animal and age

Compare multiple providers for your pet insurance to make sure you’re getting the best value and coverage for your needs.

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Scratch & Patch promo codes

Scratch & Patch Promo CodesDetails
Code promo HelloSafe-5% off your quote
Multi-pet discount10% off when adding multiple pets to the same quote*
List of Scratch & Patch promo codes and discounts
Code promo HelloSafe
Details
-5% off your quote
Multi-pet discount
Details
10% off when adding multiple pets to the same quote*
List of Scratch & Patch promo codes and discounts

How much will I be reimbursed with Scratch & Patch?

TreatmentAverage cost (GB)Bronze (accidents only)Gold (accident & illness, up to £4,000/condition, best rate)
Neutering/Spaying£180Not coveredNot covered
Annual vaccination£65Not coveredNot covered
Broken leg (surgery & care)£1,800Reimbursed £1,800
Out-of-pocket: £0 (excluding excess)
(if accident, within annual/time limit)
Reimbursed £1,800
Out-of-pocket: £0 (excluding excess)
Vet consultation & medication (illness)£120Not coveredReimbursed £120
Out-of-pocket: £0 (excluding excess)
Dental treatment after accident£400Reimbursed £400
Out-of-pocket: £0 (excluding excess)
Reimbursed £400
Out-of-pocket: £0 (excluding excess)
Comparison of pet insurance coverage for common veterinary treatments by plan type and cost in Great Britain.
Neutering/Spaying
Average cost (GB)
£180
Bronze (accidents only)
Not covered
Gold (accident & illness, up to £4,000/condition, best rate)
Not covered
Annual vaccination
Average cost (GB)
£65
Bronze (accidents only)
Not covered
Gold (accident & illness, up to £4,000/condition, best rate)
Not covered
Broken leg (surgery & care)
Average cost (GB)
£1,800
Bronze (accidents only)
Reimbursed £1,800
Out-of-pocket: £0 (excluding excess)
(if accident, within annual/time limit)
Gold (accident & illness, up to £4,000/condition, best rate)
Reimbursed £1,800
Out-of-pocket: £0 (excluding excess)
Vet consultation & medication (illness)
Average cost (GB)
£120
Bronze (accidents only)
Not covered
Gold (accident & illness, up to £4,000/condition, best rate)
Reimbursed £120
Out-of-pocket: £0 (excluding excess)
Dental treatment after accident
Average cost (GB)
£400
Bronze (accidents only)
Reimbursed £400
Out-of-pocket: £0 (excluding excess)
Gold (accident & illness, up to £4,000/condition, best rate)
Reimbursed £400
Out-of-pocket: £0 (excluding excess)
Comparison of pet insurance coverage for common veterinary treatments by plan type and cost in Great Britain.

Scratch & Patch Support

The 24/7 Vet Careline is a valuable feature, offering owners immediate access to qualified veterinary nurses for advice at any time, which is rare and highly useful for reassurance or preliminary guidance.

Direct payment to vets is possible subject to agreement, alleviating cashflow concerns for policyholders, though no formal advance payment service like Payvet or Petcard exists.

Claims management and policy administration are fully digitalised via email and client portals, but the absence of a dedicated mobile app limits seamless on-the-go experience, especially for claims tracking or document uploads.

No teleconsultation with vets or a partner veterinary network is included, potentially leaving some practical gaps for emergencies or out-of-hours care.

Overseas coverage is offered for short trips in the EU under strict conditions, but does not extend to long-term stays or wider international travel.

Assistance Scratch & PatchDisponible ?Détails
Advance payment to vetNo formal advance payment service is offered. Direct payment to the vet is possible if the clinic agrees, but only post-treatment, not upfront.
Payment facilitiesAnnual or monthly payment options are available via Direct Debit. No specific mention of 3x interest-free instalments or additional split options.
Mobile applicationNo dedicated mobile app available. All administration and claims managed via web portal and email.
Digital claims managementClaims submission and document management are handled online via portal and email. No photo upload via dedicated app, but process is paperless.
Veterinary emergency (urgent advice or teleconsultation)No teleconsultation service for live vet access. 24/7 careline provides advice from vet nurses, not direct clinical diagnosis or prescriptions.
Partner clinic/vet networkClaims accepted with any UK RCVS-registered vet. No preferred network or discount structure for partner clinics.
Overseas coverVeterinary costs covered during short EU trips only, subject to contract limits and specific conditions. Long-term overseas or non-EU travel excluded.
Table summarising the main features and availability of Scratch & Patch assistance services.
Advance payment to vet
Disponible ?
Détails
No formal advance payment service is offered. Direct payment to the vet is possible if the clinic agrees, but only post-treatment, not upfront.
Payment facilities
Disponible ?
Détails
Annual or monthly payment options are available via Direct Debit. No specific mention of 3x interest-free instalments or additional split options.
Mobile application
Disponible ?
Détails
No dedicated mobile app available. All administration and claims managed via web portal and email.
Digital claims management
Disponible ?
Détails
Claims submission and document management are handled online via portal and email. No photo upload via dedicated app, but process is paperless.
Veterinary emergency (urgent advice or teleconsultation)
Disponible ?
Détails
No teleconsultation service for live vet access. 24/7 careline provides advice from vet nurses, not direct clinical diagnosis or prescriptions.
Partner clinic/vet network
Disponible ?
Détails
Claims accepted with any UK RCVS-registered vet. No preferred network or discount structure for partner clinics.
Overseas cover
Disponible ?
Détails
Veterinary costs covered during short EU trips only, subject to contract limits and specific conditions. Long-term overseas or non-EU travel excluded.
Table summarising the main features and availability of Scratch & Patch assistance services.

Customer feedback on Scratch & Patch

Review SiteRating and number of reviews
TrustpilotNote not explicitly provided, but several hundred reviews referenced (most relevant source for volume and detail)
Summary of Scratch & Patch reviews on Trustpilot
Trustpilot
Rating and number of reviews
Note not explicitly provided, but several hundred reviews referenced (most relevant source for volume and detail)
Summary of Scratch & Patch reviews on Trustpilot

We have analysed the reviews from the sites mentioned above. On the positive side, pet owners who have taken out a Scratch & Patch policy often mention:

  • The competitive prices: many customers state that Scratch & Patch offers the best value compared to other providers or comparison sites, with clear options and alternative levels of cover presented at renewal.
  • The responsive and courteous customer service: administrative changes are handled quickly (such as changes in direct debit date or adding a pet), with multiple ways to contact the company, including WhatsApp and an efficient 24/7 veterinary advice Careline. Staff are described as attentive, informative, and helpful.
  • The clarity and transparency of information: explanations regarding contracts and coverage levels are reported to be clear, and customers appreciate the regular email advice and useful information about pet care.
  • The efficient claims handling: the administrative process and returning payments (even relating to the death of a pet) are often described as fast and straightforward, with online claims easy to use.
  • A proactive approach to complaint resolution: the company contacts dissatisfied reviewers directly to investigate and address issues, with a commitment to reply to all negative Trustpilot reviews, usually within 24 hours.

On the negative side:

  • The reimbursement of medication costs is frequently criticised, as there is a fixed cap based on manufacturer or wholesaler prices, meaning several clients are reimbursed significantly less than the amount actually paid at the vet, especially for veterinary medicines. Some are advised to "shop around" online for better prices, which is not always feasible.
  • The claims process is sometimes perceived as rigid, particularly due to the lack of pre-authorisation: claimants must pay and submit documentation with no guarantee of reimbursement, leading to concerns and disappointment if their claims are later refused.
  • Communication during claims can sometimes be laborious, with some clients reporting that refusals are poorly explained or that there is a lack of follow-up during emotionally difficult times (such as during serious illness or following the death of a pet).
  • Some reviews remain neutral or in wait-and-see mode from policyholders who have not yet needed to make a claim, indicating a perceived uncertainty about future service quality.
  • A small number of clients have questioned the integrity of reviews or changes in review status, notably when a one-star review was allegedly changed to a four-star review, though the company insists that it does not remove reviews and that Trustpilot manages moderation independently.

How can I contact Scratch & Patch?

Scratch & Patch customer serviceDetails
To get a quote or subscribe onlineYou can use the HelloSafe pet insurance comparison tool to choose the best plan for your needs and click to get a quote.

Alternatively, visit www.scratchandpatch.co.uk to compare and subscribe directly.
For any questions before subscribing, contact customer service via the Contact form, Live Chat, or by email at [email protected].
To request and track a reimbursementDeclare and track your claim online via the client portal or by contacting [email protected].
If needed, you can also call 0330 1026839 (subject to availability, see website for service status).
Required documents: claim form, invoices, detailed veterinary medical records, proof of payment if reimbursement was already made to the vet.
Reimbursement method: bank transfer (directly to the policyholder or to the vet where applicable).
Processing time: most reimbursements are handled within 10 working days according to customer reviews, provided the file is complete.
To obtain a proof of insuranceRequest your proof of insurance by email at [email protected] or via the Live Chat available on the website.
Remember to provide your contract number, full name, and the intended use of the document.
You can also call 0330 1026839 if needed (if line available).
Most documents are sent by email within 2 working days.
To contact assistanceAccess the Vet Careline 24/7 for veterinary advice at 0330 1026839 (single number) or via the Live Chat on the website.
For any medical emergency, please contact your usual veterinarian as a priority.
For administrative questions: [email protected].
For claim tracking: [email protected].
You can also use the Contact form.
To cancel my contractContact customer service by phone at 0330 1026839
or by email at [email protected] to submit your cancellation request.
Cancellation is possible at any time.
Required documents: contract number, ID, reason for cancellation (e.g.: pet deceased, sale, etc.).
Standard notice period: immediate upon acknowledgment (subject to effective contact), written confirmation provided.
Cancellation fee: £30 (except in the event of the animal’s death).
If a claim was made during the current year, the balance of the annual premium will be due and may be deducted from any eventual indemnity. Confirmation and any prorated refund will be provided within 15 days.
How to contact Scratch & Patch customer service for quotes, claims, certificates, assistance, or cancellations
To get a quote or subscribe online
Details
You can use the HelloSafe pet insurance comparison tool to choose the best plan for your needs and click to get a quote.

Alternatively, visit www.scratchandpatch.co.uk to compare and subscribe directly.
For any questions before subscribing, contact customer service via the Contact form, Live Chat, or by email at [email protected].
To request and track a reimbursement
Details
Declare and track your claim online via the client portal or by contacting [email protected].
If needed, you can also call 0330 1026839 (subject to availability, see website for service status).
Required documents: claim form, invoices, detailed veterinary medical records, proof of payment if reimbursement was already made to the vet.
Reimbursement method: bank transfer (directly to the policyholder or to the vet where applicable).
Processing time: most reimbursements are handled within 10 working days according to customer reviews, provided the file is complete.
To obtain a proof of insurance
Details
Request your proof of insurance by email at [email protected] or via the Live Chat available on the website.
Remember to provide your contract number, full name, and the intended use of the document.
You can also call 0330 1026839 if needed (if line available).
Most documents are sent by email within 2 working days.
To contact assistance
Details
Access the Vet Careline 24/7 for veterinary advice at 0330 1026839 (single number) or via the Live Chat on the website.
For any medical emergency, please contact your usual veterinarian as a priority.
For administrative questions: [email protected].
For claim tracking: [email protected].
You can also use the Contact form.
To cancel my contract
Details
Contact customer service by phone at 0330 1026839
or by email at [email protected] to submit your cancellation request.
Cancellation is possible at any time.
Required documents: contract number, ID, reason for cancellation (e.g.: pet deceased, sale, etc.).
Standard notice period: immediate upon acknowledgment (subject to effective contact), written confirmation provided.
Cancellation fee: £30 (except in the event of the animal’s death).
If a claim was made during the current year, the balance of the annual premium will be due and may be deducted from any eventual indemnity. Confirmation and any prorated refund will be provided within 15 days.
How to contact Scratch & Patch customer service for quotes, claims, certificates, assistance, or cancellations

FAQ

Do I have to pay vet fees upfront with Scratch & Patch?

Scratch & Patch allows direct payment to your vet if the practice agrees, meaning you might not have to pay vet fees upfront. However, this depends on your vet’s cooperation—some may require you to pay first, then claim back from Scratch & Patch. Always confirm with your vet in advance, as pre-authorisation is not available and claims are reviewed once all paperwork is submitted.

How do I cancel my pet insurance with Scratch & Patch?

To cancel your Scratch & Patch pet insurance, contact their customer service by phone (or via email if phone lines are down). You can cancel at any time, giving notice. A £30 cancellation fee applies unless your pet has passed away. If you've made a claim during the policy year, any outstanding premium must be paid in full; for cancellation, provide your policy details.

What pets and breeds are eligible for Scratch & Patch insurance?

Scratch & Patch covers cats and dogs from 5 weeks old, but excludes dogs used for commercial, guarding, or racing purposes and certain breeds (like Pit Bull Terrier, Cane Corso, etc). Dogs classed as dangerous under the Dangerous Dogs Act 1991 are also excluded. Always check their exclusions list before purchasing to ensure your pet is eligible.

Is there a waiting period before coverage starts?

Yes, there is a 14-day waiting period for new illnesses when you take out a new policy, unless you are switching directly from another insurer without a break in cover—in this case, no waiting period applies. Cover for accidents generally starts immediately. Pre-existing conditions or symptoms showing in the waiting period are always excluded.

Are routine and preventive treatments covered?

No, Scratch & Patch does not cover routine care such as vaccinations, neutering/spaying, teeth cleaning, or flea/worming treatments. The insurance is designed for unexpected events like accidents or new illnesses. Preventive and elective procedures are excluded from all levels of cover, so regular care remains your responsibility.

Do I have to pay vet fees upfront with Scratch & Patch?

Scratch & Patch allows direct payment to your vet if the practice agrees, meaning you might not have to pay vet fees upfront. However, this depends on your vet’s cooperation—some may require you to pay first, then claim back from Scratch & Patch. Always confirm with your vet in advance, as pre-authorisation is not available and claims are reviewed once all paperwork is submitted.

How do I cancel my pet insurance with Scratch & Patch?

To cancel your Scratch & Patch pet insurance, contact their customer service by phone (or via email if phone lines are down). You can cancel at any time, giving notice. A £30 cancellation fee applies unless your pet has passed away. If you've made a claim during the policy year, any outstanding premium must be paid in full; for cancellation, provide your policy details.

What pets and breeds are eligible for Scratch & Patch insurance?

Scratch & Patch covers cats and dogs from 5 weeks old, but excludes dogs used for commercial, guarding, or racing purposes and certain breeds (like Pit Bull Terrier, Cane Corso, etc). Dogs classed as dangerous under the Dangerous Dogs Act 1991 are also excluded. Always check their exclusions list before purchasing to ensure your pet is eligible.

Is there a waiting period before coverage starts?

Yes, there is a 14-day waiting period for new illnesses when you take out a new policy, unless you are switching directly from another insurer without a break in cover—in this case, no waiting period applies. Cover for accidents generally starts immediately. Pre-existing conditions or symptoms showing in the waiting period are always excluded.

Are routine and preventive treatments covered?

No, Scratch & Patch does not cover routine care such as vaccinations, neutering/spaying, teeth cleaning, or flea/worming treatments. The insurance is designed for unexpected events like accidents or new illnesses. Preventive and elective procedures are excluded from all levels of cover, so regular care remains your responsibility.

Charlotte Green
Charlotte Green
HelloSafe
Charlotte is a finance content specialist with a sharp analytical mind and a strong academic background. She holds a degree in Philosophy, Politics and Economics (PPE) from the University of Oxford and a Master’s in Behavioural Economics from the London School of Economics. Her academic training gave her the tools to make sense of complex financial systems—and to explain them in a way that’s both smart and relatable. Before joining HelloSafe, Charlotte worked in editorial roles for financial media and strategy firms, where she focused on personal finance, digital banking, and policy analysis. She is passionate about helping people make informed decisions about their money, especially in an age where the financial landscape is changing fast. At HelloSafe, she covers key topics such as insurance, tax, utilities, credit and budgeting tools. Her mission: provide clear, honest and actionable insights that empower readers to take control of their financial lives with confidence.

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