The company put the renewal up by over 40% without policyholder making a claim. They didn't write to or email the policyholder. They emailed to a third party who asked them 4times in the year to email... Ver mais
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Leia as opiniões dos outros
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... Ver mais
A empresa respondeu
My dog had 2 episodes of cancer that required surgery monitoring lasar and dressings he also had monitored analgesia. Scratch and patch paided my claim for which I was grateful but above all my boy wa... Ver mais
A empresa respondeu
Unfortunately I had to make a claim recently but Scratch & Patch handled it quickly and effectively without any stress or worry. I was paid out within 2 weeks and it was fast and straightforward. I di... Ver mais
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Informações sobre a empresa
Sobre Scratch & Patch
Escrito pela empresa
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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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Informações de contacto
124 City Road, EC1V 2NX, London, Reino Unido
- 0330 102 6839
- admin@scratchandpatch.co.uk
- scratchandpatch.co.uk
Scratch & Patch Pet Insurance
4,5
Excelente
2 mil opiniões
Pede aos clientes que escrevam opiniões
Esta empresa convida os seus clientes a escrever opiniões, sejam estas positivas ou negativas
Respondeu a 97% das suas opiniões negativas
Geralmente responde em 14 horas
Como esta empresa usa o Trustpilot
Veja como as respetivas opiniões e classificações são obtidas, classificadas e moderadas.
There when we needed them
I have been a customer of Scratch and Patch for 5 years and a dog owner for nearly 11 years. We have 2 cats and a dog insured with them. This past year has been horrific. In March our dogs health rapidly declined and she ended up needing to have her eyes removed. 2 weeks later she got gastroenteritis and was hospitalised over night and then nearly 3 weeks ago she got an abscess. We as a family have been incredibly impressed and really appreciated the support, communication and speed at which our claims have been dealt with. I cannot recommend this company enough and thank them.
13 de agosto de 2026
Opinião espontânea
Resposta da Scratch & Patch
Hi Tammy,
Thank you for taking the time to leave such a thoughtful review. After being with us for five years, it really means a lot to know that when you’ve needed us most, the support, communication and speed of the claims process have made a difference.
We really appreciate your recommendation and your continued trust in us to look after your pets.
If you need anything further, you can contact us here: https://scratchandpatch.co.uk/contact/
Your Scratch & Patch Family 🐾💙🧡
Resposta da Scratch & Patch
Hi Rita,
Thanks for taking the time to leave a review. It’s great to hear the website was straightforward to use and that the policy information was clear and easy to follow — exactly how we want the journey to feel when choosing cover for your pet.
If you ever need anything along the way, you can get in touch with us here: https://scratchandpatch.co.uk/contact/
Your Scratch & Patch Family 🐾💙🧡
Wouldn’t honour a valid claim
Scratch & Patch wouldn’t honour a claim by trying to claim that my pet had a pre-existing condition based on an observation made during a vet’s checkup - which didn’t relate to the condition I actually claimed for. The financial ombudsman review found they had acted unfairly and ordered them to pay. Very disappointing service at such a difficult time.
12 de agosto de 2026
Resposta da Scratch & Patch
Hi Alex,
We’re sorry to read about your experience and appreciate you taking the time to raise your concerns.
The details provided with your review have allowed us to locate the relevant policy and claim information, and we’re currently reviewing the circumstances surrounding the original decision and subsequent outcome in full.
We want to make sure we properly understand everything that happened before commenting further, so once that review has been completed, a member of the team will be in touch directly.
Your Scratch & Patch Family 🐾💙🧡
----- Updated Reply---------
Hi Alex,
We wanted to update our response regarding the issues you raised within your Trustpilot review and clarify the current position regarding your claim.
Upon reviewing our systems, I can confirm that the claim has not yet been overturned or paid and appears to remain in a declined position while the matter is being considered by the Financial Ombudsman Service. At the time of writing your review, we had not yet received a final decision from the Financial Ombudsman Service requiring us to change our original assessment.
We will continue to cooperate fully with their review and consider any findings provided to us once their investigation has concluded.
If you need anything further, you can contact us here: https://scratchandpatch.co.uk/contact/
Your Scratch & Patch Family 🐾💙🧡
Resposta da Scratch & Patch
Hi Ann,
Thank you for taking the time to leave us a review. Keeping things straightforward and making sure our customers receive good service is exactly what we aim for, so it’s great to know we delivered that for you.
If you ever need anything further, you can contact us here: https://scratchandpatch.co.uk/contact/
Your Scratch & Patch Family 🐾💙🧡
I was welcomed with really nice lady
I was welcomed with really nice lady, she understood my my illness cancer epilepsy, and helped me with it all over phone were I completely understood everything, every thing over computer now . Daisy was fantastic. Thank u very much x
12 de agosto de 2026
Resposta da Scratch & Patch
Hi Christopher,
Thank you so much for taking the time to leave this review. When you already have a lot to deal with personally, the last thing you need is for something else to feel difficult or stressful, so we’re really pleased we could make things that little bit easier for you.
Your kind words mean a great deal to the team, and we really appreciate you sharing your experience.
If you ever need anything further, you can contact us here: https://scratchandpatch.co.uk/contact/
Your Scratch & Patch Family 🐾💙🧡
Claim for emergency surgery
My dog, Lottie needed emergency surgery. The vet handled the initial claim paperwork, there was a slight delay in confirming of her chip number but after this from surgery to claim being paid out was about a month, which was better than I’d hoped. I did have to pay 20% of the cost but that was agreed when I initially took out her insurance. Very satisfied
2 de julho de 2026
Opinião espontânea
Resposta da Scratch & Patch
Hi Jo,
Thank you for taking the time to leave us a review. We’re really pleased to hear that Lottie’s emergency claim was handled smoothly overall and, more importantly, that payment was made quickly.
We appreciate there was a slight delay while the chip number was confirmed, so thank you for bearing with us while that was resolved. It’s great to know you’re very satisfied with how everything was handled.
If you ever need anything further, you can get in touch with us here: https://scratchandpatch.co.uk/contact/
Your Scratch & Patch Family 🐾💙🧡
Very easy to buy on line.
Very easy to buy on line.
Excellent prices, overall good service.
8 de agosto de 2026
Resposta da Scratch & Patch
Hi Sandra,
Thank you for taking the time to leave us a review. It’s great to hear you found the online journey easy to use and the pricing competitive.
We’re pleased everything has gone smoothly so far and really appreciate your feedback on the overall service.
If you ever need anything further, you can get in touch with us here: https://scratchandpatch.co.uk/contact/
Your Scratch & Patch Family 🐾💙🧡
Very competitive price
Very competitive price, much better than my last pet insurance provider. Very easy to set up the policy..
7 de agosto de 2026
Resposta da Scratch & Patch
Hi Rob,
Thank you for taking the time to leave us a review. It’s great to hear you found the price competitive and that getting everything set up was nice and straightforward.
We’re really pleased to have you with Scratch & Patch and hope your experience with us continues to be just as smooth.
If you ever need anything further, you can get in touch with us here: https://scratchandpatch.co.uk/contact/
Your Scratch & Patch Family 🐾💙🧡
I only joined Scratch & Patch in March…
I only joined Scratch & Patch in March this year and I am very impressed. My little dog had a vet visit and needed treatment and also two follow ups, in July. My claim went through smoothly. I had to call to confirm something and spoke to a very helpful advisor. I can recommend S&P.
7 de julho de 2026
Opinião espontânea
Resposta da Scratch & Patch
Hi Pamela,
Thank you for taking the time to leave us a review. It’s great to hear that, despite only joining us earlier this year, you’ve already had such a positive experience with both the claims process and our team.
We’re really pleased everything ran smoothly with your dog’s treatment and follow-up visits, and that our advisor was able to help when you needed to speak with us.
Thank you as well for recommending Scratch & Patch — we really appreciate it.
If you ever need anything further, you can get in touch with us here: https://scratchandpatch.co.uk/contact/
Your Scratch & Patch Family 🐾💙🧡
Quck and efficient
Have just renewed insurance for our dog. The cost for the 1st year was very reasonable. Sadly our dog got very sick and we had to make a claim for treatment. The claims process was very straightforward and Scratch and Patch were really good about keeping me up-to-date with the progress of it. They paid out promptly. I thought the renewal would be much more expensive but actually it hardly increased at all.
5 de agosto de 2026
Resposta da Scratch & Patch
Hi Bec,
Thank you for taking the time to leave us a review. We’re really pleased to hear that the claims process was straightforward and that our team kept you updated throughout what must have been a worrying time with your dog being so unwell.
It’s also great to know that the renewal came in better than you expected. We really appreciate you choosing to stay with us for another year.
If you ever need anything further, you can get in touch with us here: https://scratchandpatch.co.uk/contact/
Your Scratch & Patch Family 🐾💙🧡
An excellent company who expedited my claim following a portal crash with their site!
I have today heard from Scratch and Patch with an apology and a promise to have my claim sorted out quickly. Apparently, they had problems with their portal and were sorry they had inconvenienced me.
Really happy that they personally contacted me and promised to resolve my claim.
They did expedite my claim and paid my insurance quickly.
I am absolutely delighted with the outcome.
11 de agosto de 2026
Opinião espontânea
Resposta da Scratch & Patch
Hi Rene,
Thank you for taking the time to leave a review. We’re sorry to hear about the difficulties you’ve experienced trying to obtain an update on your claim, particularly after submitting further information.
We’d like the opportunity to look into this properly and understand what has happened with the communication on your claim. We have requested some additional information via Trustpilot so we can locate your claim information.
Your Scratch & Patch Family 🐾💙🧡
This was a reasonably priced policy
This was a reasonably priced policy. I had to make a claim for my dog and it was easy enough to navigate. I’m going with this company for another year because of this experience with them.
8 de agosto de 2026
Resposta da Scratch & Patch
Hi there,
Thank you for taking the time to leave us a review. It’s great to hear that you found the policy reasonably priced and, more importantly, that the claims process was easy to navigate when you needed to use your cover.
We really appreciate you choosing to stay with us for another year!
If you ever need anything further, you can get in touch with us here: https://scratchandpatch.co.uk/contact/
Your Scratch & Patch Family 🐾💙🧡
Iv only just joined this pet insurance…
Iv only just joined this pet insurance that’s why I gave a 4 star, but there information was clear and pretty competitive prices and up til now all has run smooth ,
7 de agosto de 2026
Resposta da Scratch & Patch
Hi Sue,
Thank you for taking the time to leave us a review. It’s great to hear that you found the information clear, the pricing competitive and that everything has been nice and straightforward since joining us.
We completely understand the 4 stars when you’re still new to Scratch & Patch, and hopefully we’ll have the opportunity to earn that extra star as your time with us continues.
If you ever need anything, you can get in touch with us here: https://scratchandpatch.co.uk/contact/
Your Scratch & Patch Family 🐾💙🧡
Resposta da Scratch & Patch
Hi there,
Thank you for taking the time to leave us a review. Quick and efficient is exactly what we want the experience to be, so it’s great to know everything was handled smoothly for you.
If you ever need anything further, you can get in touch with us here: https://scratchandpatch.co.uk/contact/
Your Scratch & Patch Family 🐾💙🧡
Quick and easy to renew our cover
Quick and easy to renew our cover! The company has been very helpful when our husky got ill. I would recommend them!
10 de agosto de 2026
Resposta da Scratch & Patch
Hi Kimberly,
Thank you for taking the time to leave us a review. It’s great to hear that renewing your cover was quick and easy, and even more importantly that our team was there to help when your husky was poorly.
We really appreciate your recommendation and hope your husky is doing well.
If you ever need anything, you can get in touch with us here: https://scratchandpatch.co.uk/contact/
Your Scratch & Patch Family 🐾💙🧡
Very easy to use
10 de agosto de 2026
Resposta da Scratch & Patch
Hi there,
Thank you for taking the time to leave us a review. Making things as simple and straightforward as possible for our customers is something we continuously work hard to provide, so it’s great to hear you found everything easy to use.
Nice, straightforward pet insurance is exactly how it should be!
If you need anything further, you can contact us here: https://scratchandpatch.co.uk/contact/
Your Scratch & Patch Family 🐾💙🧡
Excellent and fast communication
8 de agosto de 2026
Resposta da Scratch & Patch
Hi Jacky,
Thank you for taking the time to leave us a review. We’re really pleased to hear you found our communication both fast and excellent — keeping things clear and responsive is exactly what we aim for.
If you need anything further, you can contact us here: https://scratchandpatch.co.uk/contact/
Your Scratch & Patch Family 🐾💙🧡
No problems just straightforward…
No problems just straightforward answers to any questions
5 de agosto de 2026
Resposta da Scratch & Patch
Hi Ian,
Thank you for taking the time to leave us a review. We’re really pleased to hear everything was straightforward and that our team were able to answer your questions clearly.
If you need anything further, you can contact us here: https://scratchandpatch.co.uk/contact/
Your Scratch & Patch Family 🐾💙🧡
Yet again my concerns were dealt with…
Yet again my concerns were dealt with very profesional the only concern I have when I had my renewal it did not show my monthly payments thats why I had to phone
7 de agosto de 2026
Resposta da Scratch & Patch
Hi there,
We’re really pleased to hear your concerns were handled professionally and that our team were able to help.
Thank you for raising the technical issue you experienced. We’re sorry you encountered this temporary glitch. Feedback like yours helps us identify areas that may need attention, so we can raise them with the relevant teams and, where possible, get them resolved quickly and prevent the same issue from happening again.
If you need anything further, you can contact us here: https://scratchandpatch.co.uk/contact/
Your Scratch & Patch Family 🐾💙🧡
Our dog has sadly and suddenly had to…
Our dog has sadly and suddenly had to be put to sleep I first called to cancel the insurance and the lady I spoke to said that it would be done automatically after the payment has gone through, and we would get a refund for the payment and backdated from the date he passed.
However i did not receive an email, so called again and they said we were unable to cancel it as we were in the first year of insurance,
So it went from speaking to them and saying yes we can cancel to you owe us still £93 to finish the payment year for a dog we no longer have
Very very mixed information and not acceptable in the time of sadness
7 de agosto de 2026
Opinião espontânea
Resposta da Scratch & Patch
Hi Aimee,
We’re very sorry to hear about the loss of your dog, and we completely understand how upsetting and frustrating it must have been to receive conflicting information at such a difficult time.
We’d really like the opportunity to look into what happened properly and review the advice you were given. We’ve sent you a request for some additional information through Trustpilot so we can identify your policy and investigate this further for you.
Once we receive those details, we’ll make sure this is reviewed by the appropriate team.
Your Scratch & Patch Family 🐾💙🧡
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