Is Itch Pet Insurance Worth It? Reviews 2025
Our Expert's Opinion on Itch
Itch Insure distinguishes itself as a lifetime pet insurance contract underwritten and managed by Pinnacle Insurance plc, a reputable and regulated UK insurer. The offer is comprehensive, covering a wide span of needs from vet fees, alternative treatments, cremation, and loss/theft of pets to robust third party liability for dogs (with a £250 excess), as well as useful extensions for travel within the PETS scheme (up to 90 days/year). The policy provides lifetime coverage for chronic conditions, ensuring ongoing support for recurring illnesses or accidents, which is less common among low- to mid-range providers. While precise reimbursement rates, yearly limits, or excess levels depend on the personalised certificate provided at sign-up, the structure rivals main UK competitors by including advanced dental cover (with preventive care requirements) and continuous access to professional helplines like the 24/7 Itch Vet Clinic at no claim impact. Premiums are positioned in the mid-market, aiming for balance between broad protection and affordability. Itch is best suited to responsible pet owners seeking enduring cover for young or middle-aged cats and dogs, especially pedigree animals needing assurance on chronic or genetic conditions, as well as those valuing extras like travel, liability, and owner hospitalisation cover. Pinnacle Insurance plc manages significant business volumes across the UK, with Itch rated 4.2/5 on Trustpilot from more than 2,300 reviews, reflecting strong customer satisfaction. Claim processing is fully digital and generally prompt, with reimbursement typically completed within two working weeks, a standard in the UK segment.
- Lifetime coverage for illness and accidents, including chronic conditions
- Covers alternative therapies and prescribed complementary treatments
- Dental illness and accident coverage with annual check compliance
- Third party liability insurance included for dogs
- Extension for travel and emergency abroad (PETS, up to 90 days)
- 24/7 unlimited vet advice line free for policyholders
- Digital claim management with rapid reimbursement time
- Annual limits and excess vary, only confirmed on certificate
- Strict age and breed eligibility at enrolment
- Excludes pre-existing conditions and earliest life stages
- Routine or preventive care not reimbursed
- Accidents/illnesses in first days not covered
- Itch Warranties
- Itch Exclusions
- Itch Pricing
- Itch Support
- Customer feedback on Itch
- How to contact Itch?
- FAQ
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Itch Warranties
Itch Insure offers a lifetime insurance policy for cats and dogs, positioning itself as a comprehensive “cover for life” solution—distinct from standard time-limited or accident-only contracts. The reimbursement rates and annual veterinary fee limits are tailored in the personalised certificate and notably support ongoing, chronic conditions year after year—a key differentiator—while providing strong international cover (up to 90 days abroad, including PETS requirements) and a 24/7 vet advice hotline. Itch stands out for its broad inclusion of alternative therapies, extended crisis support (owner hospitalisation, holiday cancellations), and lifetime continuity provided the policy is maintained. However, preventive and routine care (vaccines, routine dental, neutering) are largely excluded, and there are notable waiting periods (up to 14 days for illness, 3 days for accidents) plus exclusions for pre-existing conditions and certain breeds/tasks. The lack of transparent public tariff tables for main reimbursement rates before quote may affect upfront comparison, yet overall, the scope of core guarantees is well above most entry-level UK pet insurances.
| Guarantee Name | Itch Insure Lifetime Insurance |
|---|---|
| Formula positioning | Lifetime, premium cover for cats and dogs |
| Type of cover | Accident & illness, cover for life |
| Animals covered | Cats and dogs (age/race/usage limits apply) |
| Reimbursement percentage | Defined in personalised certificate, up to 100% |
| Annual reimbursement cap | Defined in certificate, typically mid-high market |
| Annual/per claim excess | Defined in certificate, variable by profile |
| Min/max age for subscription (cats) | 8 weeks – 10 years at inception, lifetime renewal allowed |
| Min/max age for subscription (dogs) | 8 weeks – 8 years (some breeds up to 5 years), lifetime renewal allowed |
| Health questionnaire required? | Yes, at subscription; accurate declaration mandatory |
| Waiting period for illness | 14 days from start date (waived if prior cover with no gap) |
| Waiting period for accident | 3 days from start date |
| Lifetime cover once insured? | Yes, subject to contract being renewed and premiums paid |
| Average reimbursement time | Not specified; claims handled via Itch Insure Hub |
| Vet consultations (routine, emergency, specialists) | Covered, within annual cap and policy terms |
| Medication | Prescription drugs/recommended meds covered |
| Hospitalisation | Covered, within annual limit |
| Ambulance fees | Covered as part of vet costs (within cap) |
| Surgery, anaesthesia | Covered if medically required |
| Scans, MRI, ultrasound | Covered if medically required |
| Lab tests | Covered, as prescribed by vet |
| Radiotherapy | Covered, as prescribed |
| Dental care | Dental illness & accident covered if annual checks followed |
| Descaling | Excluded if routine/preventive; covered if medically necessary by vet |
| Vaccinations (mandatory or not) | Not covered as routine/preventive |
| Antiparasitic, deworming | Not covered as routine/preventive |
| Neutering/spaying (cat/dog difference) | Not covered |
| Microchipping / identification | Not covered except as required for loss claim |
| Hygiene products | Not covered |
| Alternative therapies (osteopathy, acupuncture, herbal, etc.) | Covered if prescribed (e.g. hydrotherapy, osteopathy) |
| Countries covered/travel | UK + PETS scheme (Europe/Isle of Man/Jersey/Guernsey), up to 90 days/year |
| Death / cremation | Compensation up to value/certificate cap in case of death, £200 for cremation/inhumation |
| Euthanasia | Covered if medically justified |
| Theft or loss of animal | Compensation for advertising, reward, & market value if not found (annual limits apply) |
| Boarding fees | Kennel/cattery costs covered if owner hospitalised >48h, £15/day for third-party care (annual limit applies) |
Important information
Limits, caps, and reimbursement rates are specified in the personalised insurance certificate at policy inception.
Responsibility cover (public liability) applies to dogs only, with notable exclusions and £250 excess for material damage.
Itch Exclusions
Itch Insure presents a number of significant exclusions, most notably the strict non-coverage of any pre-existing illness or symptom prior to subscription, which is common, but with special attention given to waiting periods: 14 days for illnesses (except for insurance continuity) and 3 days for accidents/poisonings, including deaths. All care following a lack of updated vaccinations is also excluded, as well as treatments resulting from failure to comply with the legal identification requirement (microchip, especially for theft/loss, where any default leads to denied compensation). There is also a distinction in exclusions for dogs of certain breeds, those with professional uses (assistance, hunting, protection, security), and any activity outside a strictly domestic setting. Regarding geographic scope, Itch limits any coverage outside the UK/PETS Scheme to very strictly defined situations (no coverage beyond 90 days/year or outside approved areas, with no care provided without strict compliance with proof and local authority declarations). Finally, civil liability exclusions apply to any incident outside the United Kingdom and deny coverage for damages to household members, professionals, and in the case of failure to immediately report the claim.
| Exclusions | Details |
|---|---|
| Medical exclusions | - Pre-existing illnesses or symptoms prior to subscription - Illnesses occurring within the first 14 days of the contract (except for direct transfer without waiting period) - Accidents and poisonings within the first 3 days of the contract - Care not medically justified or not invoiced - Care related to lack of vaccination or mandatory annual maintenance - Care following maternity, pregnancy, reproduction - Complications from comfort or cosmetic procedures - Animals under 8 weeks old at subscription |
| Age, breed, and use exclusions | - Dogs of certain breeds considered dangerous or prohibited (defined list) - Animals intended for assistance, hunting, guard, racing, security, work, or professional use - Death by illness compensation excluded from age 8 for dogs (5 for some breeds) and 10 for cats |
| Geographical exclusions | - Care or claims outside the United Kingdom, covered islands, and PETS Scheme countries - Strict 90 day/year maximum coverage abroad - Exclusion of claims not adhering explicitly to PETS or local obligations (proof, mandatory police/shelter declaration in case of loss/theft, etc.) |
| Identification and declaration exclusions | - Animal not identified by microchip when required by law (notably for theft/loss cover, where otherwise automatically excluded) - Non-compliant declaration (exclusions for lack of action with local authorities in case of theft/loss) - False declaration, omission, or gross negligence |
| Legal and event-based exclusions | - Claims caused by intentional acts, acts of war, terrorism, nuclear incidents, official epidemics, or mandatory health measures - Legal destruction of the animal, violations of regulations regarding possession, importation, etc. |
| Civil liability exclusions | - Damage caused outside the United Kingdom/covered islands - Damage caused to yourself, your relatives, your employees/family, or professionals handling the animal - Incidents on professional premises (bars, professional activities, etc.) - Failure to immediately report the claim to the insurer |
- Illnesses occurring within the first 14 days of the contract (except for direct transfer without waiting period)
- Accidents and poisonings within the first 3 days of the contract
- Care not medically justified or not invoiced
- Care related to lack of vaccination or mandatory annual maintenance
- Care following maternity, pregnancy, reproduction
- Complications from comfort or cosmetic procedures
- Animals under 8 weeks old at subscription
- Animals intended for assistance, hunting, guard, racing, security, work, or professional use
- Death by illness compensation excluded from age 8 for dogs (5 for some breeds) and 10 for cats
- Strict 90 day/year maximum coverage abroad
- Exclusion of claims not adhering explicitly to PETS or local obligations (proof, mandatory police/shelter declaration in case of loss/theft, etc.)
- Non-compliant declaration (exclusions for lack of action with local authorities in case of theft/loss)
- False declaration, omission, or gross negligence
- Legal destruction of the animal, violations of regulations regarding possession, importation, etc.
- Damage caused to yourself, your relatives, your employees/family, or professionals handling the animal
- Incidents on professional premises (bars, professional activities, etc.)
- Failure to immediately report the claim to the insurer
Itch Pricing
Itch presents a mid to slightly higher price positioning in the UK market, mainly thanks to its extensive lifetime coverage and ongoing support for chronic conditions, which are rarely offered by budget plans. The coverage is comprehensive from the basic plan: dental care, prescribed alternative medicines, euthanasia fees, care during owner hospitalization, European extension, and a free veterinary helpline. The 100% digital management as a pure player helps control management costs while providing simple sign-up and smooth reimbursements, contributing to limiting the price gap with historical players. However, the high level of benefits and adapted caps make it a more expensive solution than entry-level products, but highly competitive given the richness of the included coverages. Itch will thus suit owners seeking very protective coverage and a digital experience at a price rationally aligned with its "comprehensive yet affordable" positioning.
| Lifetime Standard | Lifetime Plus | Lifetime Premium | |
|---|---|---|---|
| Young cat (2-4 years) | £13/month | £17/month | £23/month |
| Older cat (7-8 years) | £19/month | £26/month | £35/month |
| Small breed dog | £17/month | £22/month | £29/month |
| Small breed dog (2-4 years) | £15/month | £20/month | £27/month |
| Large breed dog (2-4 years) | £22/month | £27/month | £39/month |
| Senior dog (7-8 years) | £30/month | £38/month | £56/month |
Itch promo codes
| Itch Promo Code | Details |
|---|---|
| HelloSafe Promo Code | -5% on your quote |
Note: Promo codes are subject to change. To get the latest promo codes, visit our comparison of the best pet insurance deals.
How much will I be refunded with Itch?
| Soin | Prix moyen (£) | Formule Premium Itch Insure |
|---|---|---|
| Castration / Stérilisation | £220 | Not reimbursed Out of pocket: £220 |
| Annual vaccines | £60 | Not reimbursed Out of pocket: £60 |
| Illness consultation | £65 | Reimbursed £65 - deductible applies* Out of pocket: deductible (£ variable) |
| Dental scaling | £270 | Not reimbursed (hygiene/routine) Out of pocket: £270 |
| Operation following accident | £1,000 | Reimbursed £1,000 - deductible applies* Out of pocket: deductible (£ variable) |
Out of pocket: £220
Out of pocket: £60
Out of pocket: deductible (£ variable)
Out of pocket: £270
Out of pocket: deductible (£ variable)
* Deductible specified in your personalized insurance certificate.
Itch Support
Itch assistance stands out for its unlimited, free access to the Itch Vet Clinic 24/7, offering veterinary advice, nutrition, and emergency management, which is particularly valuable for owners seeking immediate or remote support.
Claims management is done via a dedicated online platform with contract tracking, but there is no clear mention of a native mobile app and no upfront payment system like Payvet: policyholders must pay the veterinarian and then submit a reimbursement claim.
Itch does not offer a network of clinics or partner veterinarians, which limits optimization of care pathways and potential tariff negotiations.
Extensions of coverage abroad are strong and cover up to 90 days/year in PETS countries, including specific expenses related to travel contingencies.
Finally, payment facilities (monthly payments without specified fees) exist but remain below the most innovative market solutions, and the lack of full digital management support (prescription scanning, mobile reimbursement notifications, advanced UX) limits the user experience.
| Itch assistance | Availability | Details |
|---|---|---|
| Advance payment | ❌ | No upfront payment system, payment is made to the veterinarian and then a reimbursement request is submitted via the online platform. |
| Payment facilities | ✅ | Annual or monthly payment possible. Automatic monthly payment offered, no additional fees mentioned. |
| Mobile app | ❌ | No dedicated mobile app identified. All actions and tracking are done on the Itch Insure Hub via a web browser. |
| Digital reimbursement management | ✅ | Claim submission and tracking are fully online on the client portal. Platform allows uploading supporting documents, no mention of advanced mobile features. |
| Veterinary emergency | ✅ | Itch Vet Clinic service accessible 24/7 by phone, chat, or video call for emergency advice, support, bereavement, nutrition. No volume limits, consultation is free. |
| Clinic and veterinary network | ❌ | No network of partner clinics or veterinarians, free choice of professional, no negotiated tariffs. |
| Coverage abroad | ✅ | Coverage up to 90 days/year in the PETS area (Europe, UK, associated territories). Coverage includes care, quarantine, lost documents, repatriation under detailed conditions. |
Customer feedback on Itch
| Review site | Rating and review count |
|---|---|
| Trustpilot | 4.7/5 (over 6,500 reviews) |
| Feefo | 4.8/5 (around 1,200 reviews) |
| Reviews.io | 4.6/5 (around 300 reviews) |
Most customers who have chosen an Itch pet insurance policy generally report the following positive aspects:
- A highly responsive and friendly customer service is frequently highlighted, with many clients mentioning the ease of reaching someone helpful by phone, email, or chat.
- An easy, fast and digital claims process is very often praised, with policyholders underlining the quick reimbursement times and clarity of the online platform.
- A comprehensive range of coverage—especially coverage for both accidents and illnesses for the entire lifetime of the pet—is appreciated, as well as the range of included treatments (including dental, complementary therapies, and international travel support).
- Many users value the 24/7 access to veterinary advice via the Itch Vet Clinic, considering this service reassuring and useful, especially outside normal opening hours.
- Some customers also note the peace of mind brought by knowing chronic conditions will continue to be covered year after year without interruption, as long as premiums are paid and the contract is renewed.
However, customers also mention some negative aspects.
- Some find the initial waiting periods (before coverage for illness and accidents becomes active) to be inconvenient, especially when switching from another provider.
- A number of customers express frustration with certain exclusions and policy limitations, in particular regarding pre-existing conditions, older animals, or specific breeds which can be subject to age or reimbursement restrictions.
- A few users find the monthly premiums or annual price increases to be higher than they had expected over time, especially as their pet ages.
- There are occasional comments regarding claims rejected due to missing documentation or because they fell outside the scope of cover as stated in the small print.
- Occasionally, clients mention confusion around exact annual limits or the need to keep vaccinations and dental check-ups strictly up to date to maintain full coverage.
How to contact Itch?
| Itch customer service | Details |
|---|---|
| To get a quote or subscribe online | To subscribe, use our best pet insurance comparison tool, select the Itch offer you're interested in and request a quote. Subscription and contract management are carried out on the Itch Insure Hub platform. |
| To request and track a reimbursement | Log in to the Itch Insure Hub to report a claim. You will need to provide the claim form, original invoices and veterinary history. Deadline to submit a claim: up to 12 months after treatment. You can also send documents by post to: Pinnacle Insurance plc – Itch Insure Claims, Pinnacle House, A1 Barnet Way, Borehamwood, Hertfordshire WD6 2XX, United Kingdom. Average reimbursement time: variable, generally within a few weeks after acceptance. Payment is made directly to your account, according to the chosen arrangements. For any questions: 0344 801 2171 or contact via email through the Hub. |
| To obtain an insurance certificate | Downloadable immediately on the Itch Insure Hub in your client area. Otherwise, contact customer service by phone: 0344 801 2171 or submit a request by post at the address above. Be sure to have your insurance policy number ready. |
| To contact assistance | For questions about the contract or a claim: 0344 801 2171 (customer service during office hours). For 24/7 veterinary assistance (emergencies, health advice, nutrition, bereavement support): call Itch Vet Clinic at 0333 443 4333. You can also use chat or video via the Hub to access online veterinary assistance. |
| To cancel my contract | Cancellation is possible at any time (except during the initial 14-day withdrawal period). Contact customer service at 0344 801 2171 Or send a written request by mail to: Pinnacle Insurance plc – Itch Insure, Pinnacle House, A1 Barnet Way, Borehamwood, Hertfordshire WD6 2XX, United Kingdom. Provide your contact details, policy number and desired cancellation date. Allow for a possible notice period (contact customer service to know the effective date according to your payment schedule). If a claim has been made, cancellation will not prevent normal handling of reimbursements for fees up to the effective date. Be sure to include supporting documents if your request follows the death or disappearance of your pet. |
Subscription and contract management are carried out on the Itch Insure Hub platform.
You will need to provide the claim form, original invoices and veterinary history.
Deadline to submit a claim: up to 12 months after treatment.
You can also send documents by post to:
Pinnacle Insurance plc – Itch Insure Claims, Pinnacle House, A1 Barnet Way, Borehamwood, Hertfordshire WD6 2XX, United Kingdom.
Average reimbursement time: variable, generally within a few weeks after acceptance.
Payment is made directly to your account, according to the chosen arrangements.
For any questions: 0344 801 2171
or contact via email through the Hub.
Otherwise, contact customer service by phone: 0344 801 2171
or submit a request by post at the address above.
Be sure to have your insurance policy number ready.
For 24/7 veterinary assistance (emergencies, health advice, nutrition, bereavement support): call Itch Vet Clinic at 0333 443 4333.
You can also use chat or video via the Hub to access online veterinary assistance.
Contact customer service at 0344 801 2171
Or send a written request by mail to:
Pinnacle Insurance plc – Itch Insure, Pinnacle House, A1 Barnet Way, Borehamwood, Hertfordshire WD6 2XX, United Kingdom.
Provide your contact details, policy number and desired cancellation date.
Allow for a possible notice period (contact customer service to know the effective date according to your payment schedule).
If a claim has been made, cancellation will not prevent normal handling of reimbursements for fees up to the effective date.
Be sure to include supporting documents if your request follows the death or disappearance of your pet.
FAQ
Do I need to pay the vet upfront with Itch?
With Itch pet insurance, you typically need to pay the vet's fees yourself and then submit a claim for reimbursement. There is no direct payment or third-party payment system (like PayVet) available at this time. After your claim is reviewed and approved, you will be reimbursed up to the limits and excesses stated in your policy.
How do I cancel my pet insurance contract with Itch?
You can cancel your Itch pet insurance at any time by contacting their customer service, ideally either via your online account (Itch Insure Hub) or by phone. A 21-day notice period generally applies if you are cancelling at renewal, and you should provide your policy number and details; no special documents are needed unless a claim has been made recently.
What animals and ages are eligible for Itch pet insurance?
Itch offers lifetime insurance to cats and dogs only. Pets must be at least 8 weeks old at the time of enrolment. Dogs can be insured up to their 8th birthday (some breeds up to 5 years), while cats can be enrolled up to their 10th birthday. Once insured, your cover continues for life, as long as you renew and follow policy terms.
What veterinary treatments are covered by Itch pet insurance?
Itch covers a wide range of medically necessary treatments for illness and accident, including consultations, medication, surgery, and specialist therapies like hydrotherapy or acupuncture (if prescribed). Dental illness is covered if you have annual dental checks and follow vet advice. Routine care, vaccinations, neutering, and pre-existing conditions are excluded.
Does the policy cover treatment abroad or while travelling with my pet?
Yes, Itch provides up to 90 days per year of cover in countries within the PETS Travel Scheme (mainly Europe). This includes emergency treatment, certain quarantine costs, and loss of pet travel documents, up to annual limits. Claims must be supported by relevant documents and receipts, and you must meet all pet travel legal requirements.
Do I need to pay the vet upfront with Itch?
With Itch pet insurance, you typically need to pay the vet's fees yourself and then submit a claim for reimbursement. There is no direct payment or third-party payment system (like PayVet) available at this time. After your claim is reviewed and approved, you will be reimbursed up to the limits and excesses stated in your policy.
How do I cancel my pet insurance contract with Itch?
You can cancel your Itch pet insurance at any time by contacting their customer service, ideally either via your online account (Itch Insure Hub) or by phone. A 21-day notice period generally applies if you are cancelling at renewal, and you should provide your policy number and details; no special documents are needed unless a claim has been made recently.
What animals and ages are eligible for Itch pet insurance?
Itch offers lifetime insurance to cats and dogs only. Pets must be at least 8 weeks old at the time of enrolment. Dogs can be insured up to their 8th birthday (some breeds up to 5 years), while cats can be enrolled up to their 10th birthday. Once insured, your cover continues for life, as long as you renew and follow policy terms.
What veterinary treatments are covered by Itch pet insurance?
Itch covers a wide range of medically necessary treatments for illness and accident, including consultations, medication, surgery, and specialist therapies like hydrotherapy or acupuncture (if prescribed). Dental illness is covered if you have annual dental checks and follow vet advice. Routine care, vaccinations, neutering, and pre-existing conditions are excluded.
Does the policy cover treatment abroad or while travelling with my pet?
Yes, Itch provides up to 90 days per year of cover in countries within the PETS Travel Scheme (mainly Europe). This includes emergency treatment, certain quarantine costs, and loss of pet travel documents, up to annual limits. Claims must be supported by relevant documents and receipts, and you must meet all pet travel legal requirements.
