My beloved cat had an infected wound which i noticed late at night and I called the pet care helpline. Got straight through to a vet who asked lots of questions and assessed my cat via video link. Un... See more
Company replied
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Review summary
Based on reviews, created with AI
What people talk about most
Based on these reviews
Our dog had a lameness that needed further investigation and I can’t argue how easy the process was in claiming the bills back for this. From initial submission of the forms from the vets to money... See more
Company replied
I hesitated in claiming for Zak’s lump removal as it was only a few weeks after changing to Scratch & Patch that it appeared. To be honest if I had known I was going to have a reason to claim I would... See more
Company replied
I have been with Scratch and Patch for 3 years now. Their multiple pets insurance is very good value for money and wouldn't be available anywhere else for 2 bulldogs. Any claims I have made are prompt... See more
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Company details
About Scratch & Patch
Written by the company
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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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Contact info
124 City Road, EC1V 2NX, London, United Kingdom
- 0330 102 6839
- admin@scratchandpatch.co.uk
- scratchandpatch.co.uk
Scratch & Patch Pet Insurance
4.5
Excellent
2K reviews
Replied to 100% of negative reviews
Typically replies within 24 hours
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Bad experience
Denied my claim when my dog had a non healing eye ulcer, linking it to conjunctivitis & allergies my dog had previously, before taking out my policy with them. Sadly the ulcer occurred 15 days after the policy started, so I have cancelled my policy as what’s the point in having insurance with them??
They were very quick to reject my claim
21 April 2026
Unprompted review
Reply from Scratch & Patch
Hi Jason,
Thank you for taking the time to leave us a review of your experience.
We’re very sorry to hear about your experience and the outcome of your claim. We have managed to locate the claim in question and have asked our claims team to carry out a further review of the decision based on the concerns you have raised and the information available on file.
Once the reassessment has been completed, a member of the claims team will be in touch with you directly to update you on the outcome of the reassessment and any next steps that are needed.
We do apologise that your expectations have not been met on this occasion. Please leave this with us and we will look into this further for you.
Warm regards,
Your Scratch & Patch Family 🐾💙🧡
good price
good price , easy application very quick.
the only thing that needs to be changed is the excluded breeds this should be in the main application at the start not at the end when you confirm everything then have to good to another page to check this i think some people could get caught out by this.
23 April 2026
Reply from Scratch & Patch
Hi there,
Welcome to the family!
Thank you for taking the time to leave us a review and for sharing your feedback.
We’re really pleased to hear that you found our prices competitive and the application process quick and easy. It’s great to know getting your cover in place was a smooth experience overall.
We also appreciate you highlighting your thoughts around the excluded breeds information. Customer feedback like this is incredibly valuable, and we’ll make sure your comments are passed on to the relevant team for review as we’re always looking at ways to improve the journey for our customers.
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 🐾💙🧡
Dog insurance
Talked to a very helpful person regarding my dogs insurance, and helped me set up my new policies. Very straightforward and easy. Great to speak to a person.
22 April 2026
Reply from Scratch & Patch
Hi Anna,
Welcome to the family!
Thank you for taking the time to leave us a lovely review about your experience.
We’re so pleased to hear that our team came across as helpful, professional and caring, as providing that personal support is something we’re truly passionate about. It’s wonderful to know we were able to help you get set up with the right policies for your needs and make the whole process straightforward and easy.
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 🐾💙🧡
Quick, Friendly and Reliable Service
The claim process was quick and straightforward and payment was arranged promptly. Every member of staff we spoke to on the phone was incredibly friendly, helpful and professional. A great experience overall.
1 February 2026
Reply from Scratch & Patch
Hi Bengu,
Thank you for taking the time to leave us such a lovely review.
We’re so pleased to hear that your claim process was quick and straightforward, and that payment was arranged promptly for you. We know how stressful it can be when an unexpected trip to the vet is needed, so it’s wonderful to know we were able to make things that little bit easier during that time.
It’s wonderful to hear such kind words about our team too. I’ll be sure to pass your feedback on to them – they’ll be delighted to know their friendly, helpful and professional support made such a positive difference.
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 🐾💙🧡
Poor Customer Service
Based on the TrustPilot score, I guess I am just unlucky. The level of service via the online chat was more akin to a virtual shrugging of shoulders. I wanted some guidance on whether specific tests at the vet are covered by my policy. The response was along the lines of, "computer says no". Then we have the 24/7 Vet Care Line. I thought I might give that a go. Connected to a nurse who requested pictures of my dog's condition, which I sent. She promptly closed the chat without any further communication. Very poor all round.
24 April 2026
Unprompted review
Reply from Scratch & Patch
Hi there,
Thank you for taking the time to leave a review.
We're sorry to read that your recent experience has left you feeling disappointed. That is never the impression we want to give, and we appreciate you bringing this to our attention.
We wanted to let you know that we are looking into the concerns you have raised and reviewing the interactions referenced so we can fully understand what happened.
Once we have completed our review, we will come back to you directly.
Kind regards,
Scratch & Patch 🐾💙🧡
Easy to use website and very clear.
23 April 2026
Reply from Scratch & Patch
Hi Pamela,
Welcome to the family!
It’s great to have you on board with us. Thank you for taking the time to leave us a review. We’re so pleased to hear that you found our website easy to use and that you were able to set up your policy quickly and efficiently with us.
We know how important it is to make things simple and straightforward, so it’s great to know that came across in your experience.
If you do have any further questions, please get in touch with us via https://scratchandpatch.co.uk/contact/
Warm regards,
Your Scratch & Patch Family 🐾💙🧡
I am very impressed with the service…
I am very impressed with the service that is provided in a friendly and efficient manner.
16 April 2026
Unprompted review
Reply from Scratch & Patch
Hi Theresa,
Thanks for leaving us another great review, we really do appreciate it. Thank you as well for taking the time to share your experience with us again.
Reviews like yours really do help other pet owners who may be considering moving to Scratch & Patch and deciding who they can trust to protect their beloved pets.
We’re so pleased to know our service was able to make the whole experience and journey that much easier for you, and that you found everything friendly and efficient throughout.
If you do have any more questions, please get in touch with us here: https://scratchandpatch.co.uk/contact/
Warm regards,
Your Scratch & Patch Family 🐾💙🧡
Very ease to get insurance and good…
Very ease to get insurance and good prices of cover.
22 April 2026
Reply from Scratch & Patch
Hi David,
Welcome to the family!
Thank you for taking the time to leave us such a positive review. We’re pleased to hear that you found everything easy when setting up your insurance and that our prices were great value for the level of cover you wanted for your pet.
If you have any further queries, please feel free to get in touch with us via https://scratchandpatch.co.uk/contact/
Warm regards,
Your Scratch & Patch Family 🐾💙🧡
If you want to pay a premium in good…
If you want to pay a premium in good faith for a farcical rejection of a claim use this company
***updated response to their response***
For clarity the condition which they don’t cover, buried deep within their wording is a common infection in older female dogs. The reason they don’t cover it is because it is allegedly preventable if you have your dog spayed. This is like saying a car crash is preventable by not driving a car, this is not a practical real world application of logic by any stretch as people still need to drive cars and some people would prefer not to have their dog spayed for various reasons especially the avoidance of surgery in a French bulldog. A pet insurance policy should cover your pet for any *new* occurrences of illness in that policy term, if it doesn’t it’s redundant as an insurance completely, so my advice to anyone reading this, please please find an reputable alternative.
22 April 2026
Unprompted review
Reply from Scratch & Patch
Hi Richard,
Thank you for taking the time to leave a review. We’re sorry to see that we haven’t met your expectations on this occasion.
We’d really like the opportunity to look into this further for you. We have sent you a request for further information via Trustpilot, so we can review your concerns in more detail.
Warm regards,
Scratch & Patch 🐾💙🧡
!!!** Updated Reply**!!
Hi Richard,
Thank you for providing the additional policy information. Using this, I’ve been able to locate the claim in question and review it in further detail.
The documentation submitted in support of your claim highlighted details of a general excluded condition, which is outlined within our policy documentation provided at inception or renewal.
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 🐾💙🧡
Quick claim process.
The whole process was dealt with very quickly. We were kept informed at every step.
14 April 2026
Unprompted review
Reply from Scratch & Patch
Hi Amanda,
Thank you so much 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 informed throughout the process, as we know how important clear updates can be when you’re worrying about your pet.
We also hope they’re doing well and making a speedy recovery. If there’s ever anything you need, please don’t hesitate to get in touch with us via https://scratchandpatch.co.uk/contact/
Warm regards,
Your Scratch & Patch Family 🐾💙🧡
The claim was handled efficiently and…
The claim was handled efficiently and sensitively.
10 April 2026
Unprompted review
Reply from Scratch & Patch
Hi James,
Thank you for taking the time to leave us a review of your experience during the claims process, especially at what can often be a difficult and stressful time.
We’re really pleased to hear the team were able to handle your claim efficiently and with care, and help make things a little easier for you when you needed us.
We truly appreciate your feedback and hope your pet is feeling much better soon.
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 💙🧡🐾
Very straightforward claim process
Very straightforward claim process. Efficiently managed. Thank you
17 April 2026
Unprompted review
Reply from Scratch & Patch
Hi Katie,
Thank you so much for taking the time to leave us a Trustpilot review.
We’re delighted to hear that you found the claims process very straightforward and that your claim was handled efficiently by the team. Feedback like yours means a lot to us, and it also helps reassure other pet owners who may be looking for cover they can trust.
We really appreciate your kind words and hope your pet is making a speedy 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 💙🧡🐾
The claims process is timely and…
The claims process is timely and straightforward, everything felt fair. Unfortunately some vets overcharge on medicine and lab fees so check your limits carefully.
10 April 2026
Unprompted review
Reply from Scratch & Patch
Hi Kaya,
Thank you for taking the time to leave us a review of your experience with us.
We’re so pleased to hear that your claim was dealt with in a timely and straightforward manner and that we were able to get everything sorted quickly for you.
We really appreciate your feedback, and we hope your pet is making a speedy 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 💙🧡🐾
Decided to go with Scratch +Patch…because of fab reviews online
Decided to go with Scratch +Patch because of the good reviews on line. Easy to join online and I received a welcoming, friendly service from the member of staff who I got through to
19 April 2026
Reply from Scratch & Patch
Hi Mrs Webb,
Welcome to the family!
Thank you for taking the time to leave us a review and for choosing Scratch & Patch for your pet’s cover.
It’s lovely to know that reading reviews from other customers helped you feel confident in putting your trust in us. Feedback like yours means a lot, as it helps other pet owners in exactly the same way when choosing cover for their own beloved pets.
It’s great to hear that joining online was easy and that you received a warm, friendly service from our team. I’ll be sure to pass your kind words on, as they always appreciate hearing the difference they’ve made.
Should you ever need us, we’ll be here to support you and your pet with the same friendly service and five-star care every step of the way.
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 🐾💙🧡
Good choices of cover & costs…
Good choices of cover & costs excellent. Site really easy to understand & quick to complete.
19 April 2026
Reply from Scratch & Patch
Hi there,
Thank you for taking the time to leave us a review. It’s great to know you found our cover choices and costs to be excellent.
We believe pet insurance should be clear, easy to understand, and simple to set up, so it’s great to hear that you found our website quick to use and easy to complete your policy online.
Making it easy for customers to compare our cover options and choose the best product for their pet is really important to us, and we’re so pleased this came through 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 🐾💙🧡
I would reccomend
This is a great insurance company to deal with. They dealt directly with the vet. It’s very clear what the excess is and co payments so you know up front what you need to pay. Lovely people on the end of a phone if you need them. Claims dealt with very quickly and with minimal fuss.
It is value for money. Premiums are affordable and offer peace of mind. I have made 2 claims over the years for 2 of my dogs without fuss.
It does pay to read the small print. Vets charge huge fees for drugs and consults but the policies only cover a set amount for consult fees and may not pay the full fee.
Though it pays out on drugs , if may not pay the full amount on the the hyper inflated amounts vets charge for drugs. Despite this, it’s still a very good value and affordable policy. We have both on premier.
19 April 2026
Unprompted review
Reply from Scratch & Patch
Hi Lorraine,
Thank you so much for taking the time to leave such a detailed and fabulous review. We really appreciate you sharing your experience with us.
Knowing that our team has been able to provide clear, helpful service and that handling claims directly with your vet has helped take some of the stress away at what can already be a worrying time means a lot to us.
It’s great to know you’ve found your policy to be great value for money, with cover that brings peace of mind and support when it’s needed most. Thank you for trusting us with your two dogs over the years.
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 🐾💙🧡
Very good price and value for money
Very good price and value for money
Easy to complete forms online for good value price and e tra cover. Everything made clear
14 April 2026
Reply from Scratch & Patch
Hi Jean,
Welcome to the family!
Thank you for taking the time to leave us a review. We’re so pleased to hear you found great value in your cover and that completing everything online was nice and easy.
We work hard to make arranging pet insurance simple, clear, and good value, so it’s lovely to know that was your experience.
It’s wonderful to have you on board with us, and we’re delighted to welcome both you and your pet to our ever-growing family.
If you ever need anything or have any further questions, you can get in touch with us via https://scratchandpatch.co.uk/contact/
Warm regards,
Your Scratch & Patch Family 🐾💙🧡
Reply from Scratch & Patch
Hi Joanna,
Welcome to the family!
Thank you for taking the time to leave us a review. We’re so pleased to hear you found setting up your policy nice and easy, and that you were happy with the price too.
We know how important it is to keep things simple and offer great value, so it’s lovely to know that was your experience.
If you ever need anything or have any further questions, you can get in touch with us via https://scratchandpatch.co.uk/contact/
Warm regards,
Your Scratch & Patch Family 🐾💙🧡
Reply from Scratch & Patch
Hi Rose,
Welcome to the family!
Thank you for taking the time to leave us a review. We’re so pleased to hear you found the process easy and that you were happy with the price of your cover.
Making things simple and offering great value are both really important to us, so it’s lovely to know that was your experience.
It’s great to have you on board with us, and we’re delighted to welcome both you and your pet to our ever-growing family.
If you ever need anything or have any further questions, you can get in touch with us via https://scratchandpatch.co.uk/contact/
Warm regards,
Your Scratch & Patch Family 🐾💙🧡
Really good price for my miniature…
Really good price for my miniature schnauzer, every thing g set up online efficiently.
12 April 2026
Reply from Scratch & Patch
Hi Julie,
Welcome to the family!
Thank you for taking the time to leave us a review of your recent experience setting up your policy with us. It’s wonderful to hear we were able to offer a really good price for the cover you selected for your miniature schnauzer.
We’re so pleased to have both you and your pooch on board with us, and it’s great to know everything worked smoothly online and helped make setting up your policy nice and easy.
If you ever need anything or have any further questions, you can get in touch with us via https://scratchandpatch.co.uk/contact/
Warm regards,
Your Scratch & Patch Family 🐾💙🧡
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