Disgusting organisation, before you sign with these cow boys, read the SMALL PRINT. Absolute rip offs and even after paying £2400 which they wouldn't cover, they said we couldn't cancel until next... Toon meer
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Lees wat reviewers zeggen
Very prompt and informative communication. Kept me updated and were extremely helpful when I reached out to them. Very happy with monthly cost of insurance and very happy to be a member of Scratch and... Toon meer
Bedrijf heeft geantwoord
My first call to buy dog pet insurance was with Daisy, she was extreemly helpful explained everything that I needed to know and I decided to go ahead with the purchase. My only observation which... Toon meer
Bedrijf heeft geantwoord
In 20 years of owning cocker spaniels I have never had to make a claim before but when my 4 year old cocker spaniel was taken very ill with IMTP Scratch and Patch handled all of my claims and paid out... Toon meer
Bedrijf heeft geantwoord
Bedrijfsgegevens
Over Scratch & Patch
Geschreven door het bedrijf
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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. 😺🐶
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Contactgegevens
124 City Road, EC1V 2NX, London, Verenigd Koninkrijk
- 0330 102 6839
- admin@scratchandpatch.co.uk
- scratchandpatch.co.uk
Scratch & Patch Pet Insurance
4,5
Uitstekend
2K reviews
Heeft 100% van zijn negatieve reviews beantwoord
Reageert doorgaans binnen 24 uur
Zo gebruikt dit bedrijf Trustpilot
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ABSOLUTE DISGRACE!!!
ABSOLUTE DISGRACE!!!! THIS COMPANY SHOULD BE CLOSED DOWN. IF I COULD GIVE YOU ZERO STARS, I WOULD.
THE ONLY RECOMMENDATION I WOULD GIVE FOR SCRATCH AND PATCH IS TO AVOID THEM AT ALL COSTS.
In short, I lost my beloved 17.5 year old dog at the beginning of February. I understood because of her age there would be certain levies applied to my claim, however, I wasn’t expecting to receive an offer from Scratch and Patch to cover only 25% of the bill. Like many other reviews on Trustpilot, no repayment for euthanasia or cremation even though the policy has cover. The money I will receive only covers my Direct Debit payments made so far since the policy was renewed.
Not long after my claim was submitted through my vets, I received a notification email from S & P to advise my next direct debit payment was due. I replied stating that they were currently processing my claim as my dog had passed away so why wasn’t my DD cancelled? This is the reply I received……
'The claims team have informed us about Coco's passing and instructed us to cancel your policy.
Please be aware that as you have claimed during the policy year, the remaining monthly payments are still owed in line with our cancellation terms and conditions.
Pet insurance policy is an annual contract. This means the premium you pay is calculated to cover the risk for the full policy year, even if a claim is made partway through. Once a claim is made, the full annual premium becomes payable, as the policy has already provided its intended financial protection. If a claim is made on the policy, you are still responsible for the full payment for that year, even if circumstances change later.
We just wanted to let you know that we have set your policy to not automatically renew at the end of the policy year.
You can choose to keep the direct debit payments running as normal, alternatively you can also call to pay the rest of the year in full.
Once again, we would like to offer our condolences to yourself and your family in regards to the passing of Coco.'
In summary, I am now on the hook to pay another 6 months of DD payments after my dog has passed, so what I receive as part of my claim will now be eaten away because of those payments.
SINCE WHEN HAS A PET INSURANCE POLICY BEEN AN ANNUAL CONTRACT??
As for many other reviewers, this has now caused me a lot of stress and upset on top of an already emotional time.
To add even more insult to injury, S & P were taking double payments from me for two policies for the same pet. I emailed them about this issue early April 2026, no response received. How can this slip through their system that there were two policies for the same pet under the same owner and same address? To retrieve those extra payments, my Building Society had to raise a Direct Debit Indemnity.
I HAVE OWNED DOGS FOR OVER 30 YEARS AND THIS IS BY FAR THE WORST PET INSURANCE COMPANY I HAVE DEALT WITH.
13 mei 2026
Review zonder uitnodiging
Antwoord van Scratch & Patch
Hi Paula,
We’re very sorry to read about your experience and this is certainly not how we would want any customer to feel during their time with us, especially during what is already such a difficult and emotional time.
We are taking on board the concerns and comments you have raised and will be investigating these further with the relevant teams internally. Our Customer Care Team will communicate directly with you regarding the matters raised.
In the meantime, please bear with us while we look into everything fully.
Warm regards,
Your Scratch & Patch Family 🐾💙🧡
Very good value and good cover of care…
Very good value and good cover of care and advise.
11 mei 2026
Antwoord van Scratch & Patch
Hi David,
Welcome to the family!
Thanks so much for taking the time to leave us a review. We’re really pleased to hear you’re happy with the value and cover provided.
Warm regards,
Your Scratch & Patch Family 🐾💙🧡
Only taken out a policy recently
Only taken out a policy recently. Completing the application was very easy. Policy was received a few hrs later.
9 mei 2026
Antwoord van Scratch & Patch
Hi Mr Forrester,
Welcome to the family! 🐾
Thanks so much for taking the time to leave us a review. It’s great to hear you found the application process nice and easy and that your policy documents came through quickly too.
We know getting everything set up smoothly makes a big difference, so it’s lovely to hear your experience got off to a positive start.
If you ever need anything or have any questions, we’re always here to help via https://scratchandpatch.co.uk/contact/
Warm regards,
Your Scratch & Patch Family 🐾💙🧡
Very prompt and informative…
Very prompt and informative communication. Kept me updated and were extremely helpful when I reached out to them. Very happy with monthly cost of insurance and very happy to be a member of Scratch and Patch.
1 mei 2026
Review zonder uitnodiging
Antwoord van Scratch & Patch
Hi Hazel,
Thank you so much for taking the time to leave us a review.
We’re really pleased to hear you found the claims communication prompt, informative and helpful throughout your experience with us. Keeping our customers updated and supported during a claim is incredibly important to us, so it’s lovely to know this came across.
We’ll be sure to pass your lovely comments on to the Claims Team as well.
If you ever need anything further, please don’t hesitate to get in touch with us via https://scratchandpatch.co.uk/contact/
Your Scratch & Patch Family 🐾💙🧡
Very easy to arrange new insurance at a…
Very easy to arrange new insurance at a competitive price.
8 mei 2026
Antwoord van Scratch & Patch
Hi Sandra,
Welcome to the family!
Thank you for taking the time to leave us a review. We’re so pleased to hear you found arranging your policy quick and straightforward, whilst also offering competitive pricing.
If you ever have any further questions, you can get in touch with us via https://scratchandpatch.co.uk/contact/
Warm regards,
Your Scratch & Patch Family 🐾💙🧡
Disgusting organisation
Disgusting organisation, before you sign with these cow boys, read the SMALL PRINT.
Absolute rip offs and even after paying £2400 which they wouldn't cover, they said we couldn't cancel until next month 'take the piss' ⚠️💡
5 mei 2026
Review zonder uitnodiging
Antwoord van Scratch & Patch
Hi Leon,
We’re sorry to read about your experience and appreciate you bringing this to our attention.
We have been able to check for further information using the details provided at the time of your review and, having checked with our teams, the official claim itself remains open due to missing information required to assess the claim in full. However, from looking into the notes from when you contacted us, the information received regarding coverage was explained by our Customer Service Agent at the time.
It appears from our records that the condition you have enquired about is a specific exclusion on the insurance product. The information provided to our Customer Service Team highlighted details of a general excluded condition, which is outlined within the policy documentation provided at both inception and within your renewal documentation.
We would also like to clarify that customers are able to cancel their agreement at any time. We are raising the concerns relating to the information provided around cancellation with our Customer Service Team internally.
We’re sorry that we’ve been unable to meet your expectations on this occasion.
If you would like to discuss this further, please don’t hesitate to get in touch with us via https://scratchandpatch.co.uk/contact/
Warm regards,
Scratch & Patch🐾💙🧡
Only just joined
Only just joined, so i cannot really comment yet. Everything is good so far but will review again should i need to use this insurance and how smoothly it goes should i have to claim. The price was very reasonable so hope it doesnt change too much..Thankyou
9 mei 2026
Antwoord van Scratch & Patch
Hi Keith,
Welcome to the family! We’re so pleased to hear everything has gone smoothly for you so far and that you found the process straightforward and reasonably priced.
Should you ever need to use your policy, we’re confident you’ll be pleased with the supportive and straightforward service we aim to provide when pet owners need us most.
If you ever have any further questions, you can get in touch with us via https://scratchandpatch.co.uk/contact/
Warm regards,
Your Scratch & Patch Family 🐾💙🧡
Antwoord van Scratch & Patch
Hi there,
Thank you for taking the time to leave us a review. We’re really pleased to hear you’ve had a positive experience with us so far, and should you ever need to use your policy, we hope to provide the 5-star service we always aim to deliver.
If you ever have any further questions, you can get in touch with us via https://scratchandpatch.co.uk/contact/
Warm regards,
Your Scratch & Patch Family 🐾💙🧡
Flawed Claim Process
Scratch and Patch whole system is flawed. Claim was logged by Vet, SAP asked for Bank Details which I sent, Over a week later you still are unable to track your claim on the portal. You can not speak to anyone on Live Chat re a claim and you have to call in. When you call in you get to 11 or 12 minutes of listening to music and then the line goes silent and nothing so you have to ring back. When you do speak to some one they say it will be in a few days and then by end of week and nothing happens
8 mei 2026
Review zonder uitnodiging
Antwoord van Scratch & Patch
Hi Roger,
We’re sorry to read about your experience. We have requested some additional information from you via Trustpilot so we’re able to look into this further for you.
Kind regards,
Scratch & Patch 🐾💙🧡
Excellent all round.
8 mei 2026
Antwoord van Scratch & Patch
Hi there,
Thank you for taking the time to leave us a review. We’re so pleased to hear you had an excellent experience with us!
If you ever have any further questions, you can get in touch with us via https://scratchandpatch.co.uk/contact/
Warm regards,
Your Scratch & Patch Family 🐾💙🧡
My first call to buy dog pet insurance…
My first call to buy dog pet insurance was with Daisy,
she was extreemly helpful explained everything that I needed to know and I decided to go ahead with the purchase.
My only observation which was no fault of the call handler was the IT.
I finished the call and went into the e mail and could not open my new details to read and agree .
After 2 attempts and waiting for sometime I had to phone Scratch and Patch again and explained the situation to a different person who again was very helpful. After 3 tries I continued to purchase dog insurance with the call handler on the phone.
6 mei 2026
Antwoord van Scratch & Patch
Hi Jenny,
Thank you so much for taking the time to leave us such a lovely review about your experience with us. Welcome to the family! 🐾
It’s great to hear that Daisy was able to support you so clearly and make the process easy to understand — that’s exactly the kind of service we’re passionate about delivering. Hearing about your experience really does help give other pet parents confidence when choosing who to trust with their cover, so we truly appreciate you sharing it.
We’re sorry to hear you experienced a technical hiccup along the way, and we’ve taken this on board and will be looking into what may have caused the issue. That said, we’re really grateful you stuck with us and continued with your policy despite this — it genuinely means a lot.
I’ll be sure to pass your kind words over to Daisy and the wider Customer Services team, as feedback like this always goes a long way and is hugely appreciated.
If you ever have any further questions, you can get in touch with us via https://scratchandpatch.co.uk/contact/
Warm regards,
Your Scratch & Patch Family 🐾💙🧡
Great Service
Great Service. My claim was dealt swiftly in a professional manner
29 april 2026
Review zonder uitnodiging
Antwoord van Scratch & Patch
Hi Ferran,
Thank you for taking the time to leave us a review. It’s always great to hear when our customers receive the support and service we pride ourselves on delivering.
We hope your beloved pet is on the way to a speedy and successful recovery.
If you ever have any further questions, you can get in touch with us via https://scratchandpatch.co.uk/contact/
Warm regards,
Your Scratch & Patch Family 🐾💙🧡
I absolutely love Scratch and Patch
I absolutely love Scratch and Patch to be honest. I never expected to make a claim for my pet, but something unexpected happened and that was beyond my control. Scratch and Patch turned out to be a great choice for pet insurance. I can say this again and again.
Submitting 2 claims (one after another with rough total of £1,800) online were straightforward and easy, as long as all the documents were ready. Scratch and Patch kept me updated throughout the process, and as soon as the claims were finalised, I was informed right away and money in bank account within days. Scratch and Patch is completely hassle-free, and I will definitely continue insuring my pet with them. Happy customer.
25 april 2026
Review zonder uitnodiging
Antwoord van Scratch & Patch
Hi Ed,
Thank you so much for taking the time to share this, it really does mean a lot to us.
We know making a claim is never something you plan for, so it’s genuinely great to hear that when something unexpected did happen, everything felt straightforward and easy to deal with. Being able to submit multiple claims without any stress and feel supported along the way makes such a difference.
It’s also really reassuring to hear you felt kept updated throughout and that everything was settled quickly once finalised. That kind of clarity and speed can take a lot of the pressure off when you’re already dealing with enough.
We really appreciate you trusting us to be there when it mattered, and for taking the time to share your experience.
If you ever have any questions, you can get in touch with us via https://scratchandpatch.co.uk/contact/
Warm regards,
Your Scratch & Patch Family 🐾💙🧡
poor customer service
unfortunately a complete scheister company. i put in a claim (very modest) for £100 for diet food for my dog. the policy schedule they sent me stated we would cover £100 for diet food. they then argues that no this was only for kidney stones and it would not be applicable despite no wording in any of the documemnts they had sent me. Then many months pass by after initially submitting my claim, escalated and various service and complaints teams reply stating that its very clear on page 13 of the policy booklet which i dont seem to have a copy of and cannot access online. finally after 5months of asking for details and where this policy document lived i got a hyperlink and indeed it does state this, however i took the policy out based on the 3 documents i have in my customer portal. poor show from a Yank company. will be cancelling my policy pronto.
and thanks to Scruth and Pooth for their nice corporate reply. and no there is no need to escalate to your complaints department as they have sent me a reply which didnt answer my initial question or solve it. After finally searching through all my emails and there have been many I can finally find the wording you refer to. Went to my junk email. unfortunately this ALL WORDING document is not viewable in the customer portal which is where I was looking for the information. it took both the customer service and the complaints team many many months to work this out and give me a decision (laughable at best) which did not take into account the 3 documents I could view. for the sake of £100 and a really crud review the company will worm its way out of paying. terrible customer service. literally 7months to get an answer despite multiple emails. poor show
18 december 2025
Review zonder uitnodiging
Antwoord van Scratch & Patch
Hi Stu,
Thanks for taking the time to share your review.
We’ve looked into the concerns you’ve raised and we’re sorry to hear you feel this way about your experience.
Having checked your policy setup, we can see your full documentation — including your welcome email and policy wording — was issued at the point of sale. This is a standard step for all policies, regardless of when cover is set to begin.
In terms of cover, diet food is only included where it is prescribed by a vet to dissolve bladder stones or urinary crystals. This is outlined within your policy wording under Section A – Veterinary Fees and Alternative Treatment (page 11).
As also detailed in the policy, general diet food and supplements are not covered unless they fall within this specific criteria.
Your claim itself was assessed and finalised within normal processing times. Any delays you’ve experienced would likely relate to the complaint raised following the decision, as this would have been passed to our Complaints Team for a more detailed review, which can take up to 8 weeks in line with FCA guidelines.
We do appreciate this isn’t the outcome you were hoping for, and we’re sorry we haven’t met your expectations on this occasion. If you’d like us to review anything further or talk this through, please feel free to contact us directly via https://scratchandpatch.co.uk/contact/
Your Scratch & Patch Family 🐾💙🧡
Trialed Moneysupermarket and the…
Trialed Moneysupermarket and the additions to the policy compared to others swung my vote
1 mei 2026
Antwoord van Scratch & Patch
Hi Mike,
Thank you for taking the time to leave a review!
It’s great to hear you took the time to compare your options and that what’s included in the policy helped make your decision. It’s important to feel confident in the cover you’re choosing, so it’s really nice to know we stood out for you.
If you ever need anything at all, you can get in touch with us via https://scratchandpatch.co.uk/contact/
Your Scratch & Patch Family 🐾💙🧡
Antwoord van Scratch & Patch
Hi Ellen,
Thank you for taking the time to leave a review!
It’s great to hear that you found the site so easy to use — we’ve put a lot of focus into keeping things simple and straightforward, so you can get everything sorted without any hassle.
Thanks again for sharing your experience — it really helps other pet owners when they’re deciding on their next insurance policy.
If you ever need anything at all, you can get in touch with us via https://scratchandpatch.co.uk/contact/
Your Scratch & Patch Family 🐾💙🧡
In 20 years of owning cocker spaniels I…
In 20 years of owning cocker spaniels I have never had to make a claim before but when my 4 year old cocker spaniel was taken very ill with IMTP Scratch and Patch handled all of my claims and paid out within 7 days. Their customers services team were also very helpful each time I called. It has made a difficult time far less stressful. Thank you Scratch and Patch.
18 maart 2026
Review zonder uitnodiging
Antwoord van Scratch & Patch
Hi Kath,
That’s quite something , over 20 years without ever needing to make a claim.
We’re really sorry to hear how unwell your pet was, but it’s great to know that when the time did come, we were able to handle everything smoothly and get your claim paid quickly. We know how stressful those situations can be, especially with the added worry of vet bills, so it’s reassuring to hear we could take some of that pressure off.
It’s also lovely to hear that the team were there to support you each time you got in touch — I’ll be sure to pass your kind words on to them, they’ll really appreciate it.
Thank you again for sharing your experience, it does really help other pet owners consider us when looking for their next insurance policy.
If you ever need anything at all, you can get in touch with us via https://scratchandpatch.co.uk/contact/
Your Scratch & Patch Family 🐾💙🧡
A good site all round
30 april 2026
Antwoord van Scratch & Patch
Hi Jacqueline,
Thank you for taking the time to leave us a review – we really appreciate it.
It’s great to hear you found everything good all round. We always aim to keep things simple, clear, and easy to use, so it’s lovely to know that came across in your experience.
If you ever have any further questions, you can get in touch with us via https://scratchandpatch.co.uk/contact/
Warm regards,
Your Scratch & Patch Family 🐾💙🧡
Highly recommend Scratch and Patch
Highly recommend Scratch and Patch. I insure my three cocker spaniels with them and now my two rescued cats. Thankfully I’ve only made one claim and they were faultless. Wouldn’t use any other firm for my pets.
30 april 2026
Antwoord van Scratch & Patch
Hi Jennifer,
Thank you so much for taking the time to leave such a lovely review – it really does mean a lot to us.
It’s great to hear you’ve trusted us with both your cocker spaniels and your rescue cats, and even better that your claim experience was smooth and straightforward when you needed us. That’s exactly what we aim for when it matters most.
We really appreciate your recommendation and your continued support – it genuinely helps other pet owners feel confident choosing us to protect their pets too.
If you ever have any questions, you can get in touch with us via https://scratchandpatch.co.uk/contact/
Warm regards,
Your Scratch & Patch Family 🐾💙🧡
Excellent service customer service provided
Excellent customer service provided , quick and efficient
15 april 2026
Review zonder uitnodiging
Antwoord van Scratch & Patch
Hi Mrs Little,
Welcome to the family!
Thanks so much for taking the time to leave us a lovely review – we really appreciate it. It’s great to hear you found the service quick, efficient and helpful.
If you ever need anything at all, just get in touch with us via https://scratchandpatch.co.uk/contact/
Warm regards,
Your Scratch & Patch Family 🐾💙🧡
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