I need too put this on here, if you have a pet too insure, you would have too be barking mad ! not take a policy out with this insurer, helpful kind and just so much more too these guys, every single... Se mer
Företaget har svarat
Även om vi inte verifierar specifika påståenden eftersom omdömeslämnarnas åsikter är deras egna, kan vi märka omdömen med en ”verifierat”‑etikett ifall vi kan bekräfta att en företagsinteraktion har ägt rum. Läs mer
För att skydda plattformens integritet granskas både verifierade och overifierade omdömen av vår automatiserade programvara som är tillgänglig dygnet runt. Tekniken är utformad för att identifiera och ta bort innehåll som bryter mot våra riktlinjer, inklusive omdömen som inte är baserade på en äkta upplevelse. Vi är medvetna om att vi inte kan lägga märke till allt. Det går att flagga sådant som du tror att vi kan ha missat. Läs mer
Det här tycker kunderna
Had to take our dog to out of hours when he was poorly with an abscess, he was looked at and given antibiotics and made a great recovery. We also had to take him to our own vet's previously and afterw... Se mer
Företaget har svarat
I had to change my card details to renew the policy. Portal difficult to navigate to amend this. Lady over the phone helpful but admitted she could not see the portal, between us we muddled through... Se mer
Företaget har svarat
First check was speed of contact by phone. After the usual recorded Go to our Website and AP my initial call was answered in seconds. That hurdle crossed the policy and single excess with no additiona... Se mer
Företaget har svarat
Företagsinformation
Om Scratch & Patch
Skrivet av företaget
|
|||||
|
At Scratch & Patch, we know one thing for sure: your dog or cat is not just a pet — they’re part of the family. That’s why we’ve built our pet insurance to deliver reliable protection, simple choices, and genuine peace of mind for every paw in your household. 😺🐶
|
Kontaktuppgifter
124 City Road, EC1V 2NX, London, Storbritannien
- 0330 102 6839
- admin@scratchandpatch.co.uk
- scratchandpatch.co.uk
Scratch & Patch Pet Insurance
4,5
Utmärkt
2 tn omdömen
Ber kunder att lämna omdömen
Detta företag bjuder in sina kunder att lämna omdömen – oavsett om de är positiva eller negativa
Har besvarat 100 % av sina negativa omdömen
Svarar vanligtvis inom 24 timmar
Så använder företaget Trustpilot
Se hur deras omdömen och betyg hämtas, betygsätts och modereras.
Svar från Scratch & Patch
Hi Margaret,
Thanks for taking the time to leave us a review of your experience. It’s great to hear our adviser was on hand to provide the information you needed and make things that little bit easier.
Reviews like yours also help give other pet owners confidence that they can rely on us to provide great customer service when they need it.
If you ever need us again, you can get in touch at https://scratchandpatch.co.uk/contact/
Your Scratch & Patch Family 🐾💙🧡
Lack of communication regarding details of renewal
On receiving a renewal notice (which outlined a 25% increase in premium), after phoning customer services and then undertaking further research, I sent an email two weeks ago asking for some specific answers that had arisen from the small print in the renewal policy wording. Having had no response, I received notification of my renewal. When I called to explain my disappointment, there seemed to be no corporate responsibility for the lack of communication, and I was also informed that my excess would be subject to a 125% increase during the cover period. This was one of the specific questions I had asked in writing.
As a result, my experience of renewal is somewhat concerning.
Thank you for responding to my review. I can confirm that I have now received written answers to my questions. It would, however, have been helpful to receive these before my policy renewed (considering I emailed my questions on 11th August and did not receive any response until I phoned again two weeks later, on 25th August). With reference to your reply about the excess due on my policy not being a 125% increase, forgive me - my Maths was wrong. My current excess due is £125 and this will increase to £275 on my dog's 8th birthday. Therefore, it is not a 125% increase...but a 225% increase in the excess due.....and this was one of the specific questions I had asked after reading the small print in your policy.
24 augusti 2026
Svar från Scratch & Patch
Hi Alex,
We’re sorry to hear how disappointed you’ve been with your renewal, particularly while you were still waiting for a response to the questions you’d sent in.
We can see that you spoke with us on 11 August about the 25% increase and the options available to help reduce your renewal premium. One of those options was adding a 20% co-pay, meaning you would contribute 20% towards the remaining eligible vet fees should you need to claim. This would be in addition to your compulsory excess, which remains £125 per condition, per policy year while your pet is under 8 years old. To clarify, this is a £125 standard excess and not a 125% increase.
Renewal premiums are reviewed each year using the most up-to-date information available to us. This includes the overall level of risk associated with a particular breed, along with the frequency and cost of claims we are seeing across that breed as a whole. As those trends can change over time, the level of risk attached to a breed can also change from one year to the next, which can then be reflected in the renewal premium. This forms part of how insurers make sure pricing continues to reflect the level of cover and risk being insured.
We do appreciate that you also took the time to put your questions to us in writing. While a number of these points were discussed during your call, we can see from today’s update that a member of our Customer Service team will be responding to your email so you have those answers confirmed in writing too.
If you need anything further, you can get in touch with us at https://scratchandpatch.co.uk/contact/
Your Scratch & Patch Family 🐾💙🧡
Good service, very friendly staff
I have an elderly dog undergoing treatment at the moment and is ongoing
I have been really pleased with the service from this company. The claim was sorted in around 3 weeks. I did have some questions and i got through quickly (by telephone) and all questions were answered promptly, which is not so often the case nowadays.
Not everything was covered as i needed but insurance is often a learning curve.
For the price i pay monthly i cant complain
1 augusti 2026
Omdöme utan inbjudan
Svar från Scratch & Patch
Hi Samiento,
Thanks for taking the time to leave us a review. It’s great to hear we were able to get your claim sorted and that the team were on hand to answer your questions quickly too.
Insurance can definitely be a bit of a learning curve sometimes, so if there’s ever anything you’re unsure about, just give us a shout.
If you ever need anything else, you can get in touch with us at https://scratchandpatch.co.uk/contact/
Your Scratch & Patch Family 🐾💙🧡
Very quick to pay the claim and kept…
Very quick to pay the claim and kept you updated throughout.
17 augusti 2026
Omdöme utan inbjudan
Svar från Scratch & Patch
Hi Elizabeth,
Thank you for taking the time to leave us a review. We’re really pleased to hear your claim was dealt with quickly and that you felt kept in the loop throughout — exactly the kind of service we want to provide.
If you ever need anything else, you can get in touch with us at https://scratchandpatch.co.uk/contact/
Your Scratch & Patch Family 🐾💙🧡
The service given by scratch & patch…
The service given by scratch & patch was excellent
14 augusti 2026
Omdöme utan inbjudan
Svar från Scratch & Patch
Hi David,
Thank you for taking the time to leave us a review. It’s great to hear you’ve had such a positive experience with us, and we really appreciate the feedback.
If you ever have any questions or need anything from us, you can get in touch via https://scratchandpatch.co.uk/contact/
Your Scratch & Patch Family 🐾💙🧡
Easy to navigate website and…
Easy to navigate website and considerably cheaper than my renewal
23 augusti 2026
Svar från Scratch & Patch
Hi Ewan,
Thank you for taking the time to leave a review of your experience. We’re really pleased we could offer you a competitive price and make the move over to Scratch & Patch nice and straightforward.
It’s great to have you with us, and if you ever need anything, you can contact us here: https://scratchandpatch.co.uk/contact/
Your Scratch & Patch Family 🐾💙🧡
Scratch and Patch pet insurance
Very reasonable quote compared to many .
Easy to do online
19 augusti 2026
Svar från Scratch & Patch
Hi Steph,
Thanks for the great review — really appreciate you taking the time to leave it.
We work hard to keep our cover good value while making the sign-up journey as simple as possible, so it’s great to know we’ve hit the mark for you.
If you ever need anything, you can contact us here: https://scratchandpatch.co.uk/contact/
Your Scratch & Patch Family 🐾💙🧡
I feel you are ripping me off people…
I feel you are ripping me off people off you have increased my monthly payments and you have not informed me of this im a disabled pensioner and things are tight so feel I might have to cancel might policy if this cant come to a happy end
22 augusti 2026
Svar från Scratch & Patch
Hi there,
We’re sorry to hear how disappointed you are with your renewal.
We’re more than happy to talk through this with you and look at the options available on your policy. We’ve passed your details over to our Customer Services team and asked that a member of the team gives you a call to discuss this with you directly and see whether there is anything we can do to help.
Your Scratch & Patch Family 🐾💙🧡
Svar från Scratch & Patch
Hi Ian,
Thanks for taking the time to leave us a review — we really appreciate it.
We pride ourselves on offering great insurance options for pets at good value prices, so it’s lovely to hear you’ve had a positive experience with both the cover and our team.
If you ever need anything, you can contact us here: https://scratchandpatch.co.uk/contact/
Your Scratch & Patch Family 🐾💙🧡
Very easy and straight forward and…
Very easy and straight forward and looking forward to knowing my pet is in good hands
18 augusti 2026
Svar från Scratch & Patch
Hi there,
Thanks for the kind words, we really appreciate you taking the time to leave us a review.
It’s always nice to know we’ve made a good first impression, and hopefully we can keep giving you that same level of service whenever you need us.
If you ever need anything, you can contact us here: https://scratchandpatch.co.uk/contact/
Your Scratch & Patch Family 🐾💙🧡
Really great pet insurer
Really great pet insurer
We've only had to claim once but it was for a fair bit. There was no hassle or bother. S&P just handled everything and covered all the costs, even the follow ups. Really glad we're with them.
14 augusti 2026
Svar från Scratch & Patch
Hi Blake,
Thanks so much for taking the time to leave us a review. It’s great to hear that when you needed to make a claim, everything was handled smoothly and without any added hassle.
Really appreciate the recommendation too!
Your Scratch & Patch Family 🐾💙🧡
Top level cover, but still left with significant unexpected costs
I recently made a claim after my dog was suspected of suffering from IVDD and required emergency veterinary treatment on a Sunday, outside of normal practice hours.
The total bill came to £548.02, consisting of:
Out-of-hours consultation fee: £347.00
Medication: £166.03
Administration fee: £35.00
As any pet owner would, I sought immediate treatment for my dog without hesitation. When faced with a potential neurological condition, your priority is getting your pet the care they need, not questioning emergency veterinary fees.
I have the insurer's highest level of cover (£8,000), so I was extremely surprised to learn that they would only cover £200.00 of the £347.00 out-of-hours consultation fee. On top of this, they have deducted £91.37 from the medication claim because they believe the emergency veterinary practice applied more than a 100% mark-up on the medication costs.
As a customer, I had no control over the fees charged by the out-of-hours veterinary provider. In an emergency situation on a Sunday, there is little choice but to accept the treatment and costs recommended by the veterinary professionals caring for your pet.
What has disappointed me most is that I specifically chose and paid for the highest level of cover to give me peace of mind should something serious happen. I never imagined that I would still be left having to find additional funds to cover costs that arose from an emergency medical situation.
Not only has this been a worrying time for my dog's health, but I now have the added stress of finding money to cover expenses that I genuinely believed would be covered under my policy.
The claims process itself was straightforward, but the outcome has left me feeling let down and questioning the value of the cover provided. I would strongly recommend that prospective customers carefully review the policy terms regarding emergency consultations and medication reimbursements before purchasing a policy.
Overall, a very disappointing experience at a time when support was needed most.
21 augusti 2026
Omdöme utan inbjudan
Svar från Scratch & Patch
Hi Jade,
We’re really sorry to hear how disappointed you’ve been with the outcome of your claim, particularly after what was understandably a worrying emergency with your dog.
We completely appreciate that when urgent treatment is needed, your priority is getting your pet seen and treated as quickly as possible. However, while you have selected a high level of cover for general veterinary fees, as with many pet insurance policies, certain areas of treatment have their own inner limits within that overall allowance. These are detailed within your Policy Schedule, and we do encourage customers to review their policy wording and schedule when cover is purchased so they understand how their individual cover works.
Our policy includes a 100% mark-up allowance for medications, which means we cover up to double the manufacturer’s or wholesaler’s cost. This safeguard is in place to protect all policyholders from the impact of unusually high veterinary pricing. Without limits like this, excessive mark-ups would drive claim costs up, which in turn can contribute towards higher premiums and renewal costs for everyone — something we work hard to avoid.
Veterinary practices do set their own charges, so if you feel the amount charged for medication was particularly high, you are also able to query this directly with your vet and ask them to explain the original cost and mark-up applied.
We hope this helps explain why the reimbursement differed from what you expected, and we’re sorry that on this occasion we haven’t met your expectations.
If you do wish to speak to us further about your claim or the deductions applied, you can of course contact us here: https://scratchandpatch.co.uk/contact/
Your Scratch & Patch Family 🐾💙🧡
Svar från Scratch & Patch
Hi Ian,
Thank you for taking the time to leave us a review. It’s great to hear you’ve found our pricing fair and competitive.
If you ever need anything, you can contact us here: https://scratchandpatch.co.uk/contact/
Your Scratch & Patch Family 🐾💙🧡
Svar från Scratch & Patch
Hi Mr Hickman,
Thank you for taking the time to leave us a review. It’s great to hear you found everything straightforward and easy to understand.
If you ever need anything, you can contact us here: https://scratchandpatch.co.uk/contact/
Your Scratch & Patch Family 🐾💙🧡
NO Automatic Renewal and NO refund yet!
(I encountered a terrible experience with S&P in not completing an Automatic Renewal on my policy, which regardless of what they say, WERE responsible for NOT renewing my policy. After renewing it myself, with a 16 day gap in coverage, my dog became ill during the 14 day qualifying period which ultimately cost me well over £2k. After my review on Trustpilot, S&P as a gesture of good will, agreed to waive the £30 admin fee on me cancelling my new policy as my pet dog had died, so a refund of £216.13 was agreed and due. Some time after that, I received an email confirming the amount of £186.13 was to be refunded. 28 minutes later in another email, this had increased back to £216.13. A week on and I am still waiting on this refund. I can only assume that communications is NOT something S&P are very good at. Reading other people's 1 star reviews, I am expecting S&P to come back with a load of bull and excuses. Please don't waste your time S&P, just pay me what's due. I can assure you then, that I won't bother you again as I will NEVER insure another pet with you, nor will I ever recommend you to any other pet owners. Ref: SAP0194369.
In response to your reply to this review: May I suggest that YOU check your emails as a reply confirming card details was sent by me on 15 August to the appropriate admin address. NO FAILURE NOTICE OF DELIVERY has been received by me, so the email has 100% been sent. More ridiculous excuses and delayed payment I think more likely! Please sort a.s.a.p. please.
August 21st 10.15am and you can't make this up! Just had a phone call from S&P stating quite clearly that I hadn't replied to their 14th August email regarding confirmation of bank card details. 5 minutes in to our farcical conversation, the person says: "The last email from you (me) was on the 15th. I asked them to read it to me. They did, and it was to confirm my card details ....... so, they had received my email after all. I have asked for an apology to be put on the Trustpilot review, but doubt that will happen. These untruths that they keep making is exactly the same where they maintain that they had notified me about my Automatic Renewal not going through. NO emails in my inbox and NO emails in Spam regarding this. Their excuses (untruths) have cost me over £2k and I am disgusted at the way they continue to treat me. If any pet owner is reading this and was thinking of insuring with S&P ~ DON'T.
20 augusti 2026
Omdöme utan inbjudan
Svar från Scratch & Patch
Hi Keith,
Thank you for your review, and we’re sorry to see that this has remained unresolved.
Following your previous review, our Customer Care team contacted you directly to try and get this sorted. The last communication we can see was an email asking you to confirm whether the card details we hold are still valid so the refund could be processed, and at present we can’t see that a response has been received to that request.
The two refund emails you’ve referred to were sent separately — one directly from our Customer Care team in relation to the cancellation fee aspect of the policy terms and conditions following your earlier review, and the original communication from the Customer Service team responsible for processing the refund following your cancellation. That original amount would have shown the refund net of the standard mid-term cancellation fee normally associated with cancelling the agreement.
Please check your inbox, including any junk or other filtered folders, for our latest email so you can confirm the requested details and we can process the refund you’re expecting.
We’re sorry this has caused further frustration with your experience. This isn’t the level of service we would normally expect to provide, and we’ve escalated this again internally to help get matters resolved as quickly as possible.
Your Scratch & Patch Family 🐾💙🧡
-------------- Updated Reply -----------------------------------
Hi Keith,
Thank you for updating your review. We’re sorry that the recent issues surrounding your refund have added further frustration, but we do want to clarify the circumstances around the original lapse in cover.
The original issue was not caused by a failure of our automatic renewal process. As part of the pre-renewal process, checks are completed against the payment card held on file. In this instance, those checks were unsuccessful because there was not the required period remaining before the card’s expiry date for it to be used for the forthcoming renewal.
Lapse notifications were then issued to the email address held on your policy on 7 July and again on 21 July. These were sent to the same email address you have since confirmed has successfully received multiple communications from us. Unfortunately, contact was not made during this period and, by the time a new policy was arranged, there had been a break in continuous cover.
The new policy was therefore subject to the standard terms and waiting periods applicable to all new policies. This includes a 14-day waiting period for illness, during which any new condition first noted cannot be considered for cover, unless continuous cover has remained in force from the previous policy. In this instance, continuous cover had not been maintained due to the lapse, meaning the waiting period applied. Regrettably, the condition subsequently claimed for began within this 14-day period and was therefore not eligible for consideration under the new policy.
Separately, we fully acknowledge that the communication surrounding your recent refund should have been better. Refunds require appropriate validation and approval checks, but this does not excuse the conflicting information or delays you experienced, and we sincerely apologise for that.
The £30 cancellation charge has also been approved for refund. At the point of cancellation, we had not been made aware of the passing of your pet, as no claim relating to this had been submitted. Once we became aware, we agreed that refunding this charge was appropriate.
A member of our team has now spoken with you directly and the refund process is underway in line with normal BACS timescales. Your complaint has also been raised with the relevant team for review.
We are sorry for the parts of your experience where our communication fell below the standard we expect.
Kind Regards
Scratch & Patch 🐾💙🧡
Check policy carefully - lots not covered
Dog - aged 8 yrs needed an ear operation. Scratch & Patch failed to cover any costs as dog had a previous ear infection - when he was a puppy !
They will wiggle their way out of paying anything it seems.
8 augusti 2026
Svar från Scratch & Patch
Hi there,
Thank you for taking the time to leave your feedback. We’ve had a look into the concerns raised in your review and a member of our Customer Care team will be emailing you directly with some further detail around the decision made on your claim.
Pre-existing conditions are assessed using the medical history provided with a claim, including previous symptoms, treatment, medication and veterinary advice, as well as whether the condition has remained free from these for the required period.
We appreciate the outcome may be disappointing, but we hope the additional information that will be sent from our team helps explain how the decision was reached.
Your Scratch & Patch Family 🐾💙🧡
if you place a claim
if you place a claim - the premium significantly increases on renewal. The policy only provides 50% of wholesale price of medication of which veterinary practices have 100% mark up. Lab test (which are made of most the claim) is capped at 50%. However, there claim procedure is straight forward and pay out is fast. Claims team are helpful.
19 augusti 2026
Svar från Scratch & Patch
Hi Ms. Aatkar
Thank you for taking the time to leave your feedback. Just to give a little more context around medication costs, we will pay veterinary fees that are considered reasonable and essential. For veterinary medicines, we allow a maximum mark-up of 100% on the manufacturer’s or wholesaler’s price, including any dispensing fees and less VAT.
For example, if the manufacturer’s price of a medicine is £20, the maximum amount we could reimburse would be £40, including any dispensing fees. If the amount charged by the veterinary practice exceeds this, the difference would remain the customer’s responsibility. Where needed, evidence of the vet’s actual purchase cost can also be provided and reviewed to make sure the amount reimbursed is fair and transparent.
In terms of renewal pricing, there can be a number of factors that influence how a renewal premium is produced. Each year, we reserve the right to amend the premium, excess, policy benefits, terms and conditions, or decide not to offer renewal. In doing so, we take into account the information we hold about the policy, your pet’s medical history, claims made and expected future treatment and claims costs. In general, premiums may also increase as your pet gets older and where claims have been made.
If you have any questions about your renewal, or would like a breakdown of the claims and settlements made during your policy year, you can of course contact our team and we’ll be happy to provide this. This may help give some further clarity around any increase in renewal costs you may be unsure about.
We’re pleased to hear that you found the claims process straightforward and our Claims Team helpful, and we appreciate you taking the time to share your experience.
If you ever need anything further, you can contact us here: https://scratchandpatch.co.uk/contact/
Your Scratch & Patch Family 🐾💙🧡
One of the few Companies that give one…
One of the few Companies that give one excess price per condition without adding a % increase on top of this figure.My Labrador has never had a condition needing treatment in his 7 years but the premium increased by approx. 30%!!! with his last years insurers.
16 augusti 2026
Svar från Scratch & Patch
Hi Brian,
Thanks for taking the time to leave us a review. It’s great to hear you’ve found the cover competitive and that the one excess per condition works well for you.
It’s great to have you onboard with us, both you and your lovely Lab! 🐾
If you ever need anything further, you can contact us here: https://scratchandpatch.co.uk/contact/
Your Scratch & Patch Family 🐾💙🧡
Easy & Fast process
Really easy and prompt process for a recent pet claim. Was regularly kept informed of status. Can’t fault it.
3 augusti 2026
Omdöme utan inbjudan
Svar från Scratch & Patch
Hi Patricia,
Thanks so much for taking the time to leave us a review. It’s great to hear that your recent claim was handled quickly and that you were kept updated throughout — we know how much of a difference good communication can make when you’re waiting on a claim.
Really appreciate the kind feedback, and we’re glad everything went smoothly for you.
If you ever need anything further, you can contact us here: https://scratchandpatch.co.uk/contact/
Your Scratch & Patch Family 🐾💙🧡
Professional, efficient and sensitive
They were very professional and efficient when handling our recent claim. There were multiple submissions from a number of vet practices over a 10 week period. There were no surprises, they settled all claims as per our policy, they gave multiple updates and clear explanations, and paid promptly. Unfortunately our beautiful springador, Minnie, couldn’t pull through, we had to say goodbye, she was only 7yrs old. Our policy was eventually cancelled. They were very sensitive to our situation and proactively refunded our policy overpayment. Would definitely recommend this company: just ensure you understand the cover you select, your deductibles and the policy limits.
22 juli 2026
Omdöme utan inbjudan
Svar från Scratch & Patch
Hi Anna,
Thank you so much for taking the time to leave such a thoughtful review. We really appreciate you recognising the care, communication and support you received throughout what was clearly a very difficult claims journey.
We’re especially grateful for your comments around the updates and explanations you were given along the way. With multiple claims coming in from different veterinary practices, we know how important it is to keep things clear and make the process as straightforward as possible.
We were so sorry to hear about Minnie. Losing her at just seven years old must have been incredibly difficult, and we’re really grateful that we were able to make at least one part of that experience a little easier for you. It means a lot to know that the support from our team helped during such a tough time.
Thank you again for your recommendation and for your kind words about the team — they genuinely mean a lot to us.
If you ever need anything further, you can contact us here: https://scratchandpatch.co.uk/contact/
Your Scratch & Patch Family 🐾💙🧡
Detta är Trustpilot
Vem som helst får skriva ett omdöme på Trustpilot. Den som skriver ett omdöme äger sitt omdöme och detta innebär att personen i fråga kan redigera eller ta bort sitt omdöme när som helst. Omdömen finns kvar på Trustpilot sålänge omdömeslämnarens konto är aktivt.
Vi skyddar vår plattform med hjälp av dedikerade medarbetare och smart teknologi. Läs mer om hur vi bekämpar falska omdömen.
Läs mer om omdömesprocessen på Trustpilot.
Här är 8 tips på hur man kan skriva omdömen på bästa sätt.
Verifieringen hjälper till att säkerställa att det är riktiga människor som skriver omdömena som du läser på Trustpilot.
Att erbjuda belöningar för omdömen eller att bara be en viss grupp personer att skriva ett omdöme kan påverka företagets TrustScore. Detta strider mot våra riktlinjer.