Is Scratch & Patch Pet Insurance Worth It? Reviews 2025
Our Expert's Opinion on Scratch & Patch
Scratch & Patch stands out in the UK pet insurance market by offering six clear tiers—Bronze, Silver, Gold, Prime, Premier, and Premier Plus—covering a range from basic accident-only (£2,250 limit) to comprehensive lifetime protection (£8,000 annual limit, incl. dental, alternative therapies, and boarding). The structure provides flexibility for a range of budgets, with lifetime plans reinstating full cover each year and offering noteworthy reimbursement ceilings. Excesses are compulsory and may rise with chosen options, but make premiums highly competitive for the level of cover, especially at entry and mid-tiers; multi-pet discounts (10%) also apply. Compared to digital-first leaders like Waggel or ManyPets, Scratch & Patch holds a balanced position with a combination of affordability, variety, and a customer-focused claims process (94% accepted in 2023, direct-to-vet payments available).
Policies suit insureds seeking straightforward digital claims and diverse cover scales, notably for younger or healthy adult pets, multi-pet households, and those valuing tailored budget options or high maximum benefit for chronic conditions. Breed exclusions apply but plans give excellent scope for most common cats and dogs.
Scratch & Patch is underwritten by Stonebridge International, managed by URIS Group, FCA-regulated, and FSCS-protected. With 1,265 reviews and a 4.4/5 Trustpilot score—plus Moneyfacts award commendations—the brand demonstrates strong reliability and active customer support. Most claims are reportedly resolved smoothly, though some policy limitations affect older pets. Online claim and policy admin are standard and responsive.
- ✅Six cover levels, from accident-only to full lifetime
- ✅Annual cover limits up to £8,000, high dental included
- ✅94% claims acceptance (2023), direct vet payment offered
- ✅10% multi-pet discount available
- ✅Immediate cover if switching from another insurer
- ✅Efficient digital claims and policy management
- ✅Comprehensive 24/7 vet careline included
- ❌Premiums may rise significantly as pets age
- ❌Euthanasia cover limited to top tiers and age restrictions
- ❌Breed and age exclusions for some benefits
- ❌Routine/preventive care and most dental excluded
- ❌Cancellation fee (£30) unless pet has died
Score- ✅Six cover levels, from accident-only to full lifetime
- ✅Annual cover limits up to £8,000, high dental included
- ✅94% claims acceptance (2023), direct vet payment offered
- ✅10% multi-pet discount available
- ✅Immediate cover if switching from another insurer
- ✅Efficient digital claims and policy management
- ✅Comprehensive 24/7 vet careline included
Our Expert's Opinion on Scratch & Patch
- ✅Six cover levels, from accident-only to full lifetime
- ✅Annual cover limits up to £8,000, high dental included
- ✅94% claims acceptance (2023), direct vet payment offered
- ✅10% multi-pet discount available
- ✅Immediate cover if switching from another insurer
- ✅Efficient digital claims and policy management
- ✅Comprehensive 24/7 vet careline included
- ❌Premiums may rise significantly as pets age
- ❌Euthanasia cover limited to top tiers and age restrictions
- ❌Breed and age exclusions for some benefits
- ❌Routine/preventive care and most dental excluded
- ❌Cancellation fee (£30) unless pet has died
Score- ✅Six cover levels, from accident-only to full lifetime
- ✅Annual cover limits up to £8,000, high dental included
- ✅94% claims acceptance (2023), direct vet payment offered
- ✅10% multi-pet discount available
- ✅Immediate cover if switching from another insurer
- ✅Efficient digital claims and policy management
- ✅Comprehensive 24/7 vet careline included
Why trust HelloSafe?
At HelloSafe, our pet insurance expert reviews the terms and pricing of insurance policies available on the UK market each year to provide you with a reliable and impartial analysis. Thanks to this rigorous approach, hundreds of thousands of users in the UK trust us every month to support them in making important financial decisions.
Scratch & Patch Guarantees
Scratch & Patch stands out in the UK pet insurance sector by offering six flexible cover levels—Bronze, Silver, Gold, Prime, Premier, and Premier Plus—that range from basic accident-only (Bronze) to comprehensive annual reinstatement lifetime covers (Prime, Premier, Premier Plus) with generous vet fee limits up to £8,000.
Key advantages include high annual limits on vet bills, dental, and alternative treatments at higher tiers, 24/7 vet helpline, no new illness waiting period when switching from another insurer, and a robust 94% claim acceptance rate.
However, limits apply per condition or per year depending on the tier, there is no routine/preventive cover, and crucial gaps exist: euthanasia is excluded from all but the three highest levels, time-limited policies (Bronze, Silver) strict on either illness or treatment durations, and certain age and breed restrictions.
Franchise/excess is always payable (value varies by policy), and Scratch & Patch does not offer routine or preventive care packages (e.g. vaccinations, worming, dental cleaning).
In summary, Scratch & Patch provides flexible, transparent cover, especially for those seeking cost-effective lifetime policies, but preventive care and older pet end-of-life cover are notable limitations.
| Guarantee / Feature | Bronze (Accident Only) | Silver (Time-Limited) | Gold (Max Benefit) | Prime (Lifetime) | Premier (Lifetime) | Premier Plus (Lifetime) |
|---|---|---|---|---|---|---|
| Positioning of product | Entry-level, accident-only | Illness & accident, budget | Maximum benefit, per condition | Lifetime, annual limit | Lifetime, higher annual limit | Lifetime, premium/highest limit |
| Type of cover | Accident only | Accident & illness, time-limited | Accident & illness, no time limit | Accident & illness, annual limit | Accident & illness, annual limit | Accident & illness, annual limit |
| Animals covered | Cat & Dog | Cat & Dog | Cat & Dog | Cat & Dog | Cat & Dog | Cat & Dog |
| Reimbursement % | NC | NC | NC | NC | NC | NC |
| Annual claim limit | £2,250 per injury (12m max) | £3,000 per condition (12m max) | £4,000 per condition (no time) | £2,500/year (all conditions) | £4,000/year (all conditions) | £8,000/year (all conditions) |
| Excess/franchise (annual/per claim) | Compulsory excess per claim, see contract | Compulsory excess per claim, see contract | Compulsory excess per claim, see contract | Compulsory excess per claim, see contract | Compulsory excess per claim, see contract | Compulsory excess per claim, see contract |
| Age limits (min/max - cat) | Min 5 weeks at start / Max 10 years at death/loss | Min 5 weeks / Max 10 years | Min 5 weeks / Max 10 years | Min 5 weeks / Max 10 years | Min 5 weeks / Max 10 years | Min 5 weeks / Max 10 years |
| Age limits (min/max - dog) | Min 5 weeks / Max 8 years at death/loss | Min 5 weeks / Max 8 years | Min 5 weeks / Max 8 years | Min 5 weeks / Max 8 years | Min 5 weeks / Max 8 years | Min 5 weeks / Max 8 years |
| Health questionnaire at start? | NC | NC | NC | NC | NC | NC |
| Illness waiting period | 14 days (illness not covered) | 14 days | 14 days | 14 days | 14 days | 14 days |
| Accident waiting period | 48 hours | 48 hours | 48 hours | 48 hours | 48 hours | 48 hours |
| Lifetime cover renewable? | ❌ | ❌ | ❌ | ✅ | ✅ | ✅ |
| Vet consultations | ✅ Accident only | ✅ Illness & accident | ✅ Illness & accident | ✅ Illness & accident | ✅ Illness & accident | ✅ Illness & accident |
| Medication | ✅ Accident only | ✅ Illness & accident | ✅ Illness & accident | ✅ Illness & accident | ✅ Illness & accident | ✅ Illness & accident |
| Hospitalisation | ✅ Accident only | ✅ Illness & accident | ✅ Illness & accident | ✅ Illness & accident | ✅ Illness & accident | ✅ Illness & accident |
| Ambulance fees | ✅ Accident only | ✅ Illness & accident | ✅ Illness & accident | ✅ Illness & accident | ✅ Illness & accident | ✅ Illness & accident |
| Surgery, anaesthesia | ✅ Accident only | ✅ Illness & accident | ✅ Illness & accident | ✅ Illness & accident | ✅ Illness & accident | ✅ Illness & accident |
| MRI/CT scans, ultrasound | ❌ | ✅ (limit per policy) | ✅ (limit per policy) | ✅ (limit per policy) | ✅ (limit per policy) | ✅ (limit per policy) |
| Lab tests | ✅ Accident only | ✅ Illness & accident | ✅ Illness & accident | ✅ Illness & accident | ✅ Illness & accident | ✅ Illness & accident |
| Radiotherapy | ❌ | ✅ (limit per policy) | ✅ (limit per policy) | ✅ (limit per policy) | ✅ (limit per policy) | ✅ (limit per policy) |
| Dental (accident only except lifetime) | £250 accident only | £3,000 illness/accident | £4,000 illness/accident | £2,500/year illness/accident | £4,000/year illness/accident | £8,000/year illness/accident |
| Scale & polish (preventive) | ❌ | ❌ | ❌ | ❌ | ❌ | ❌ |
| Preventive care (vaccines, etc.) | ❌ | ❌ | ❌ | ❌ | ❌ | ❌ |
| Alternative medicine (osteo, etc.) | ❌ | ❌ | £400 max per policy | £400/year | £750/year | £1,000/year |
| Therapeutic diet | ❌ | ❌ | Prescribed for bladder stones only | Prescribed for bladder stones only | Prescribed for bladder stones only | Prescribed for bladder stones only |
| Geographic scope | UK + vet cover in EU travel | UK + EU | UK + EU | UK + EU | UK + EU | UK + EU |
| Death (accident) | ✅ | ✅ | ✅ | ✅ | ✅ | ✅ |
| Death (illness) | ❌ | ✅ | ✅ | ✅ | ✅ | ✅ |
| Death (euthanasia) | ❌ | ❌ | ❌ | ✅ (humane reasons) | ✅ (humane reasons) | ✅ (humane reasons) |
| Cremation/funeral | ❌ | ❌ | ❌ | ❌ | ❌ | ❌ |
| Euthanasia | ❌ | ❌ | ❌ | ✅ (only in certain cases) | ✅ (only in certain cases) | ✅ (only in certain cases) |
| Theft/straying, recovery costs | ✅ Under age limits | ✅ Under age limits | ✅ Under age limits | ✅ Under age limits | ✅ Under age limits | ✅ Under age limits |
| Advertising & reward costs | ✅ (consent needed, up to purchase price) | ✅ (consent needed) | ✅ (consent needed) | ✅ (consent needed) | ✅ (consent needed) | ✅ (consent needed) |
| Boarding fees/kennels (owner hosp.) | ✅ | ✅ | ✅ | ✅ | ✅ | ✅ |
| Holiday cancellation | ❌ | ✅ | ✅ | ✅ | ✅ | ✅ |
| Accidental damage | ❌ | ❌ | ❌ | ✅ up to sub-limit | ✅ up to sub-limit | ✅ up to sub-limit |
| Third-party liability (dogs only) | ✅ Up to limit | ✅ Up to limit | ✅ Up to limit | ✅ Up to limit | ✅ Up to limit | ✅ Up to limit |
| Pet minder at owner hospitalised | ✅ | ✅ | ✅ | ✅ | ✅ | ✅ |
| Pet lost/found after payout | Must refund sum if found | idem | idem | idem | idem | idem |
| Pet theft/straying not covered above age | Dogs 8+/cats 10+ years | idem | idem | idem | idem | idem |
| Schooling/breeding exclusion | ❌ Covered | ❌ Covered | ❌ Covered | ❌ Covered | ❌ Covered | ❌ Covered |
| Cover for aggression or history | ❌ | ❌ | ❌ | ❌ | ❌ | ❌ |
Good to know
- Lifetime policies renew full cover each policy year, but Gold/Silver/Bronze have per-condition or time limits which cannot be renewed for those same conditions.
- No cover for pre-existing conditions, diseases occurring during the first 14 days (unless switching from covered policy), or preventive care (vaccination, deworming, spaying/neutering).
- Claims must be made within 60 days; policy excess/compulsory franchise always applies—amount shown on your contract and may increase with pet age.
- Certain breeds are excluded per regulations, and pets must be at least 5 weeks old at start.
- Death, loss, and theft benefits are only available if the pet is under 8 years (dogs) or 10 years (cats) at the relevant event.
Compare Scratch & Patch with other leading UK providers to find the policy and premiums best matching your pet and budget.
👉 Compare pet insurance plans for freeStart saving on vet billsScratch & Patch exclusions
Scratch & Patch applies several notable exclusions across their plans: most striking is that euthanasia costs are only reimbursed under the highest-level Prime, Premier, and Premier Plus policies, whereas Bronze, Silver, and Gold exclude this—even when death is humane, which is less flexible than some competitors. There are strict upper age limits for death, loss, and recovery cover (dogs must be under 8, cats under 10 at the time of event), beyond which no payout is available, making coverage for senior pets comparatively restrictive. Breed exclusions are rigid, with any dog on the Dangerous Dogs Act list or similar breed lists automatically ineligible—misdeclaration risks voiding all claims. Pre-existing conditions, illness with first clinical signs in the first 14 days (unless transferring without a break), and any breeding, pregnancy, or commercial usage claims are categorically excluded, in line with industry standards. Additionally, important exclusions apply for claims outside the UK (except limited vet fee cover in the EU), or any scenario where basic care duties, regular vaccination, or history of pet misbehaviour are not met.
| Exclusions | Details |
|---|---|
| Medical Exclusions |
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| Identification, Age & Breed |
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| Geographical & Policy Duration |
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| Liability and Property-Related |
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| Other Contractual & Statutory |
|
| Specific Event/Administrative |
|
- Pre-existing conditions (symptoms before policy began)
- Illness with first signs in the first 14 days (unless uninterrupted prior insurance)
- Routine/preventive care (vaccinations, worming, check-ups, flea control, neutering/spaying)
- Dental care not related to injury/accident
- Cosmetic/maintenance procedures (scaling, polishing)
- Alternative/behavioral therapy not on vet prescription
- Costs post monetary/time limit expiry
- Chronic/pre-existing conditions for emergency boarding
- Costs for equipment, prosthetics, diet food (except specified bladder stone diets on prescription)
- Euthanasia is excluded except on Prime/Premier/Premier Plus and only for humane cases
- Treatment of breeding, pregnancy, or related complications
- Treatment for disease outbreaks, epidemics, notifiable diseases (DEFRA)
- Self-inflicted injury, alcoholism, drug abuse (boarding section)
- Dogs under 8y/cats under 10y for death, loss, or recovery claims (older pets not covered)
- No cover for pets under 5 weeks old
- Any dog listed under Dangerous Dogs Act or other excluded breeds
- Misstated or undeclared breeds void all cover
- Claims refused if microchipping/legal ID requirements are not met (for recovery/loss)
- No third-party liability for incidents outside the UK
- Only limited vet cover in EU; other benefits do not extend abroad
- No claims for losses/thefts not reported to proper authorities in the UK
- Claims refused for events occurring after policy expiry or outside active cover
- No third-party liability for property owned/occupied by policyholder, their family, carer, or for professional/working dogs
- No cover for claims related to resident family/guests/employees
- No accidental damage cover except on Prime, Premier, Premier Plus, and only to others' property while visiting
- Fouling, urination, vomiting, or breakage to vehicles expressly excluded from accidental damage cover
- Fraud, misrepresentation, or failure to disclose information voids cover
- Non-compliance with breed, vaccination, or pet care legal requirements voids cover
- Use of pets for breeding, commercial gain, security, or racing voids cover (except Assistance Dogs)
- Claims for court-ordered euthanasia (livestock protection)
- Claims for pets with repeated straying or aggression history
- No cover if premium or excess unpaid
- No payout for advertising/reward without prior agreement
- No claims for bills older than 12 months or submitted after 60 days
- No cover for holidays booked less than 4 weeks in advance (holiday cancellation benefit)
- Claims not valid if terms on timely notification/reporting not followed
Scratch & Patch pricing
Scratch & Patch offers a broad range of plans from accident-only to comprehensive lifetime cover, positioning itself median-to-competitive against UK pet insurance peers. Its higher-tier (Prime, Premier, Premier Plus) lifetime formulas offer generous annual vet fee limits (£2,500 to £8,000), include some features less common at entry level (accidental damage, euthanasia on humane grounds), but keep costs lower than some historic “premium” brands by focusing on digital management and streamlined operations.
There are notable policy sub-limits and certain exclusions (e.g., euthanasia is not included on Bronze, Silver and Gold; age limits apply for several benefits) that buyers should weigh if requiring the broadest, most flexible coverage.
Customer feedback confirms premiums begin attractively but rise with pet age, placing Scratch & Patch squarely in the middle of the market for value—neither budget-limited nor fully premium, but offering strong everyday risk protection for most owners.
This makes it suitable for those seeking a solid balance between price and cover quality, particularly for digitally savvy customers able to self-serve online.
Compare policies frequently to secure the best deal for your pet’s needs and age.
| Bronze | Silver | Gold | Prime | Premier | Premier Plus | |
|---|---|---|---|---|---|---|
| Young Cat (2–4y) | £5/mo | £8/mo | £11/mo | £14/mo | £18/mo | £23/mo |
| Senior Cat (7–8y) | £9/mo | £15/mo | £20/mo | £25/mo | £32/mo | £38/mo |
| Small Dog (2–4y) | £7/mo | £11/mo | £17/mo | £21/mo | £26/mo | £30/mo |
| Large Dog (2–4y) | £10/mo | £15/mo | £22/mo | £28/mo | £35/mo | £41/mo |
| Senior Dog (7–8y) | £18/mo | £24/mo | £33/mo | £41/mo | £52/mo | £62/mo |
Scratch & Patch promo codes
| Scratch & Patch Promo Codes | Details |
|---|---|
| Multi-pet discount | 10% off when insuring multiple pets |
| Code HelloSafe | -5% on your quote |
How much will I be reimbursed with Scratch & Patch?
Scratch & Patch reimbursement works simply: when your pet needs care, you pay the vet directly, then submit your claim online or by email. With the Premier Plus (Lifetime) plan—their highest cover—you benefit from up to £8,000 a year for vet fees, broad dental cover, alternative therapies, emergency boarding, and more. After your annual excess (“excess” = the UK term for “franchise”) is deducted, 100% of the remaining eligible costs are reimbursed (subject to policy limits and exclusions). Here’s how it might work in real life:
Example 1: Cruciate ligament surgery for a dog
Total vet fees: £2,500 (consultation, x-rays, surgery, medication, post-op checks)
Compulsory excess (annual, per condition): £99
Example based on typical Scratch & Patch Premier Plus; always check your policy schedule.
Amount after excess is deducted: £2,500 – £99 = £2,401
Reimbursed (100% of amount after excess): £2,401
You receive a £2,401 reimbursement—your out-of-pocket expense is £99.
The £2,000 sub-limit for cruciate ligament treatment under Premier Plus is not exceeded, so full cover applies. Any further claims this year only incur the excess if for a new condition, and as long as the £8,000 annual limit isn’t reached.
Example 2: Dental treatment after an accident (cat fracture repair)
Total vet fees: £1,200 (emergency consult, dental x-ray, tooth extraction, pain relief)
Annual excess applied: £99
Amount reimbursed after excess: £1,200 – £99 = £1,101
Reimbursement from Scratch & Patch: £1,101
You get £1,101 back—the £99 excess is your only cost.
Routine cleaning isn’t covered, but dental care due to accident or injury is. Premier Plus covers up to £8,000/year for dental care from injury, well above standard needs.
Example 3: Emergency boarding costs (owner hospitalised)
Total cattery costs after a 7-day stay: £350
Excess for boarding section: £0 (no excess applies for this benefit)
Reimbursed amount: £350
You pay nothing—Scratch & Patch reimburses the full £350 directly.
Premier Plus covers up to £1,000 a year for emergency boarding if you’re hospitalised for five days or more. There’s no excess for this benefit and no impact on your vet fee limit.
These examples clearly show how a comprehensive plan like Premier Plus can dramatically reduce your financial burden and help you provide the best care for your pet, giving real peace of mind.
Scratch & Patch support
The strength of Scratch & Patch’s assistance offer lies in the 24/7 vet careline, providing immediate support by phone for any health-related questions, a service appreciated by pet owners needing out-of-hours advice.
While claims can be submitted online, by phone, email or post, there is currently no dedicated mobile app for end-to-end digital management, which is now common among leading UK pet insurers.
Direct payment to vets is possible if arranged, yet Scratch & Patch does not offer cashless “PayVet”, “PetCard” or instant credit solutions that fully remove the upfront payment obligation for the insured.
There is no integrated teleconsultation, video call service, or emergency in-app triage system, unlike some competitors who provide these features within their application.
Abroad, cover for vet fees is limited to temporary EU stays with strict time and activity restrictions, which may not suit those needing long-term or comprehensive overseas assistance.
| Assistance Scratch & Patch | Available? | Details |
|---|---|---|
| Advance of fees | ❌ | No cashless system like PayVet or PetCard. Direct payment to your vet is possible, but must be agreed in advance and most vet practices require payment upfront in the UK. |
| Payment instalments | ✅ | Monthly or annual premium payment by Direct Debit or card is offered. No surcharge for monthly payments. Switching cover allows immediate continuation with no new waiting period. |
| Mobile app | ❌ | No dedicated mobile app for claim submission or policy management. Customer portal and digital claim form available online. No rated app in Google Play or Apple App Store. |
| Digital claim processing | ✅ | Claims can be submitted online, by email, post or phone. Online process via customer area enables faster reimbursement. Documentation uploads required. |
| Veterinary emergency line | ✅ | 24/7 phone careline staffed by qualified veterinary nurses offering advice. Not a teleconsultation or live triage service. Service does not handle claims or direct vet referrals. |
| Partner vet/clinic network | ❌ | No preferred or partner clinical network. Policyholders free to choose any vet registered with the Royal College of Veterinary Surgeons (RCVS) in the UK. |
| Overseas coverage | ✅ | Emergency veterinary fee cover applies for short trips within the EU. Time limits and other conditions apply; not valid for emigration or extended overseas stays. |
Customer feedback on Scratch & Patch
| Review Site | Score and number of reviews |
|---|---|
| Trustpilot | 4.4/5 – 1,265 reviews |
We have analysed the reviews from the site listed above. On the positive side, policyholders who have taken out animal insurance with Scratch & Patch frequently mention:
- An easy and quick online setup: the purchase process is described as straightforward and efficient, making it simple for customers to get insured promptly.
- Competitive and reasonable premiums: many find the pricing to offer good value, especially when first taking out a policy.
- Helpful, friendly, and responsive customer service: the staff is described as polite and efficient, with support accessible via multiple channels (phone, WhatsApp, email).
- Fast response times to queries: issues such as changing direct debit dates or answering general questions are resolved quickly and with minimal effort.
- Clear information and policy communication: customers appreciate the clarity with which policy details and changes are communicated, helping them to understand the benefits and limits of their cover.
On the negative side:
- A significant increase in premiums as pets become older: many long-term customers report steep annual price rises, particularly as their pets age.
- Complaints about annual policy charging if a claim is made: policyholders must pay the full annual premium if they have made a claim, even if the policy is cancelled later, which some find unfair.
- Claims denials related to policy exclusions for older pets: some experience claim refusals, especially regarding euthanasia or illnesses in senior animals, due to strict age limits within the policy terms.
- Feelings of dissatisfaction with claim payouts versus expectations: a number of customers highlight disappointment with the value received from claims or the strict application of coverage limits and exclusions.
- Delays or automated responses to complaints: in some cases, customers feel that complaint responses are impersonal or take longer than expected to resolve their issues.
How can I contact Scratch & Patch?
| Scratch & Patch customer service | Details |
|---|---|
| To get a quote or subscribe online | You can use the HelloSafe top pet insurance comparison tool, choose the plan that suits you and click to get a quote. |
| To request and track a reimbursement |
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| To obtain an insurance certificate |
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| To contact assistance |
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| To cancel my contract |
|
- Fill in an online reimbursement request form or contact Scratch & Patch to obtain the form.
- Attach all detailed invoices from the veterinary care, the animal’s medical file if requested, as well as any additional supporting documents.
- Send your documents:
• By e-mail at claims@scratchandpatch.co.uk
• By phone at 0330 102 6839 (Mon-Fri 9am-5pm)
• By post at: Scratch & Patch, 124 City Road, EC1V 2NX, London, United Kingdom - Reimbursements are made by bank transfer; the average time observed is 7 to 14 days after validation of the application.
- Request a certificate via your online client account or contact the administrative department:
• By e-mail at admin@scratchandpatch.co.uk
• By phone at 0330 102 6839 (Mon-Fri 9am-5pm) - Provide your contact details and contract number for a quick process.
- The certificate is usually sent by e-mail or post within a few days.
- For urgent medical questions or veterinary advice, call the careline 24/7 on 0333 332 1926.
- For other requests, contact customer service:
• By e-mail at admin@scratchandpatch.co.uk
• By phone at 0330 102 6839 (Mon-Fri 9am-5pm) - You can also use the Live Chat via their website if the phone line has an issue.
- You can cancel at any time:
• By phone at 0330 102 6839 (Mon-Fri 9am-5pm)
• By e-mail at admin@scratchandpatch.co.uk - Attach a written request mentioning your contract number, your contact details and the reason for cancellation.
- Notice: immediate cancellation on receipt, but:
• If cancellation within 14 days of subscription and with no claim, full reimbursement.
• After this period or in case of claim, a proportional notice applies, minus administration fees of £30 (except in the event of the animal's death). - Any remaining annual balance will be due if you made a claim during the year.
FAQ
Do I have to pay vet fees upfront with Scratch & Patch?
Scratch & Patch may pay your vet directly if the vet is willing and the arrangement is agreed in advance; however, you will often need to pay the vet first and then claim reimbursement. It is recommended to discuss direct payment with your vet and Scratch & Patch before treatment. There is no automatic third-party payment system, so always check beforehand.
How do I cancel my Scratch & Patch pet insurance policy?
You can cancel your Scratch & Patch insurance at any time by phone (0330 102 6839) or email (admin@scratchandpatch.co.uk), with a £30 cancellation fee (waived if your pet has passed away). You need to provide your policy details; a notice period isn't strictly required, but if you've claimed, the full annual premium is due.
What types of cover does Scratch & Patch offer for pets?
Scratch & Patch offers six cover levels, from basic accident-only plans (Bronze) to comprehensive lifetime cover (Prime, Premier, Premier Plus). Options cater to varied budgets and needs, covering vet fees, illness, accidents, boarding, loss/theft, and, on some plans, accidental damage and holiday cancellation. Dental cover is typically for accidents only.
Are there any age or breed restrictions with Scratch & Patch?
Cover is only available for dogs under 8 and cats under 10 for certain benefits like death from illness/accident or loss/theft. Some breeds—particularly those listed under the Dangerous Dogs Act or on their exclusion list—cannot be covered. Pets must be at least 5 weeks old when the policy starts.
What is not covered by Scratch & Patch pet insurance?
Generally, pre-existing conditions, routine or preventive care (like vaccinations and neutering), dental cleanings, pregnancy/breeding, and behavioural problems existing before cover are excluded. Exclusions also apply to claims for conditions with signs seen in the first 14 days of cover (unless insured elsewhere before), and some policies exclude euthanasia except on higher cover levels. Always check the policy schedule and exclusions list.
Do I have to pay vet fees upfront with Scratch & Patch?
Scratch & Patch may pay your vet directly if the vet is willing and the arrangement is agreed in advance; however, you will often need to pay the vet first and then claim reimbursement. It is recommended to discuss direct payment with your vet and Scratch & Patch before treatment. There is no automatic third-party payment system, so always check beforehand.
How do I cancel my Scratch & Patch pet insurance policy?
You can cancel your Scratch & Patch insurance at any time by phone (0330 102 6839) or email (admin@scratchandpatch.co.uk), with a £30 cancellation fee (waived if your pet has passed away). You need to provide your policy details; a notice period isn't strictly required, but if you've claimed, the full annual premium is due.
What types of cover does Scratch & Patch offer for pets?
Scratch & Patch offers six cover levels, from basic accident-only plans (Bronze) to comprehensive lifetime cover (Prime, Premier, Premier Plus). Options cater to varied budgets and needs, covering vet fees, illness, accidents, boarding, loss/theft, and, on some plans, accidental damage and holiday cancellation. Dental cover is typically for accidents only.
Are there any age or breed restrictions with Scratch & Patch?
Cover is only available for dogs under 8 and cats under 10 for certain benefits like death from illness/accident or loss/theft. Some breeds—particularly those listed under the Dangerous Dogs Act or on their exclusion list—cannot be covered. Pets must be at least 5 weeks old when the policy starts.
What is not covered by Scratch & Patch pet insurance?
Generally, pre-existing conditions, routine or preventive care (like vaccinations and neutering), dental cleanings, pregnancy/breeding, and behavioural problems existing before cover are excluded. Exclusions also apply to claims for conditions with signs seen in the first 14 days of cover (unless insured elsewhere before), and some policies exclude euthanasia except on higher cover levels. Always check the policy schedule and exclusions list.
