One condition or incident per claim

Each claim should be for one condition or incident only.

If your pet has more than one unrelated condition, or has been treated for separate incidents, you’ll need to submit a separate claim for each one.

When to submit your claim

You can submit your claim as soon as treatment has taken place.

If further treatment is needed for the same condition, you can submit additional claims later.

Pre-authorisation

We don’t offer pre-authorisation or advance approval for treatment costs.

All claims are assessed after treatment has taken place, once we’ve received all required information — including your pet’s full medical history and an itemised invoice.

You’re welcome to submit a claim for any treatment that has already taken place, even if the cost falls below your policy excess.

What you’ll need

• Your policy number
• Your pet’s details
• The date you first noticed the problem
• An itemised invoice for the treatment
• Proof of payment (if you’d like the claim paid to you)

If you don’t have everything

If you don’t have all of the above, you can still submit your claim. Once we receive it, we can contact your vet directly to request any missing information.

Please note that response times from vets can vary, which may delay your claim. We’re unable to assess your claim until all required information has been received.

After submitting your claim, you may wish to ask your vet to send your pet’s clinical history and invoices to scratchandpatch@claimsorted.com, including your claim reference number.

Who we pay

If your claim is approved, we’ll reimburse you if you’ve already paid for treatment.

We’re also happy to pay your vet directly. Please check with your vet in advance to confirm they’re able to accept direct claims.

How long it takes

Once we’ve received all required information, we’ll begin assessing your claim.

We’ll keep you updated throughout, but please note that timescales can vary depending on how quickly we receive information from your vet.

Questions about your policy

If you have questions about your cover, excess, co-payments, or limits, our Policy Team will be best placed to help:

• Live chat via our website
• Email: admin@scratchandpatch.co.uk
• Phone: 0330 102 6839
• Browse common questions in our Help Centre