After spending most of the morning looking at pet insurance online with lots of companies, I then googled Pet Insurance and the reviews were very good for Scratch & Patch so did a quotation very easy... See more
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
Scratch & Patch is the best pet insurance company I have ever used. Whenever we have had to make a claim we have been paid out without any questions. Unlike other insurance companies we have... See more
Company replied
Just taken out a second policy with Scratch and Patch via Confused.com which was £240 cheaper than my renewal with Argos!! Same cover, with only an additional £26 in excess. When I couldn't registe... See more
Company replied
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... 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
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 100% of negative reviews
Typically replies within 24 hours
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Reply from Scratch & Patch
Hi,
Thank you for your review! We're so pleased to hear you found it quick and easy to arrange your pet insurance.
If there’s anything else we can help with, don’t hesitate to get in touch with us via https://scratchandpatch.co.uk/contact/
Thank you for choosing Scratch & Patch - we're delighted to have you as part of our family! 🐾💙🧡
Competitive price and easy to switch…
Competitive price and easy to switch from previous provider
10 July 2026
Reply from Scratch & Patch
Hi John,
Thank you for your review! We're delighted you found our prices competitive and that switching from your previous provider was quick and easy.
We really appreciate you choosing Scratch & Patch.
If there’s anything else we can help with, don’t hesitate to get in touch with us via https://scratchandpatch.co.uk/contact/
Warm regards, Your Scratch & Patch Family 🐾💙🧡
Great Vaue and Customer Service
Just taken out a second policy with Scratch and Patch via Confused.com which was £240 cheaper than my renewal with Argos!! Same cover, with only an additional £26 in excess.
When I couldn't register the policy due to my details already being in the system, I contacted them via the online chat and CSA Daisy, not only sorted it quickly and efficiently, she also applied a 20% discount to the new policy fee on their multi-pet scheme which I had no idea about.
Thankfully, I haven't had to claim yet, so cannot comment on that front, but otherwise great so far.
Well Done Scratch and Patch 😁
10 July 2026
Unprompted review
Reply from Scratch & Patch
Hi,
Thank you so much for your fantastic review! We're delighted to hear you found great value with us and that switching saved you so much on your renewal.
It's especially lovely to hear that Daisy was able to resolve your query quickly and make sure you received your 20% multi-pet discount. We'll be sure to pass on your kind words to her – she'll really appreciate the recognition 😊
If you do need to make a claim, our team will be here to support you every step of the way https://scratchandpatch.co.uk/contact/
Thank you again for choosing Scratch & Patch to protect both of your pets!
Warm regards, Your Scratch & Patch Family 🐾💙🧡
Reply from Scratch & Patch
Thank you for your review! We're delighted to hear you were pleased with both our prices and the service you received 😊
If there’s anything else we can help with, don’t hesitate to get in touch with us via https://scratchandpatch.co.uk/contact/
Warm regards, Your Scratch & Patch Family 🐾💙🧡
Excellent price to insure both my dogs
Excellent price to insure both my dogs, my previous provider had escalated the price & I wasn’t sure if I could even afford to insure them, but the thankfully Scratch & Patch came to the rescue! Thank you.
2 July 2026
Reply from Scratch & Patch
Hi Michelle,
Thank you so much for your wonderful review! We're delighted we could help you keep both of your dogs insured at a price that works for you.
We know how important it is to have peace of mind without breaking the bank, so it's fantastic to hear Scratch & Patch came to the rescue.
Thank you for choosing us, and we wish you and your dogs many happy, healthy adventures together!
If there’s anything else we can help with, don’t hesitate to get in touch with us via https://scratchandpatch.co.uk/contact/
Warm regards, Your Scratch & Patch Family 🐾💙🧡
The insurance for my cat was easy to…
The insurance for my cat was easy to set up and the prices quoted were reasonable.
9 July 2026
Reply from Scratch & Patch
Hi Sandra,
Thank you for your lovely review! We're delighted to hear that arranging your cat's insurance was quick and easy, and that you found our prices competitive.
We really appreciate you choosing Scratch & Patch and we are here whenever you need us https://scratchandpatch.co.uk/contact/
Warm regards, Your Scratch & Patch Family 🐾💙🧡
Avoid Scratch & Patch
Avoid Scratch & Patch – they were quick to refuse my claim, but impossible to contact afterwards.
If I could give zero stars, I would.
My experience with Scratch & Patch has been nothing short of appalling.
My dog Rupert suffered a cruciate ligament rupture in his left hind leg over 6 months ago prior to me moving to Scratch & Patch. He has now developed a separate problem with his right hind leg. Scratch & Patch declined the claim on the basis that it was supposedly related to the previous injury.
They asked my vet for her professional opinion, and she responded:
“In my professional opinion it would be hard to say if the two are related or not. This has occurred six months after the left hind limb issues and is definitely a different limb.”
In other words, there is no evidence that the two conditions are related. Equally, there is no evidence that they are unrelated because, as my vet explained, no ethical veterinary professional could ever state with 100% certainty that two conditions have absolutely no connection.
Rather than acknowledging this uncertainty, Scratch & Patch simply interpreted it entirely in their own favour. They have refused to pay because my vet cannot prove a negative.
I asked them what veterinary evidence they had relied upon to conclude that a previous injury to Rupert’s left hind leg had caused or contributed to a completely separate condition affecting his right hind leg. I also asked them to identify the policy wording and independent veterinary evidence supporting their decision.
Silence.
I sent a detailed email challenging their decision.
No response.
I sent a chaser.
No response.
I also previously raised a complaint about what I believe was the policy being mis-sold to me.
Again… no response.
Today I tried calling them. I sat in the queue for well over an hour. I deliberately didn’t choose the callback option because, quite frankly, I had no confidence that they would actually call me back. After wasting more than an hour of my time, I eventually gave up and reluctantly requested a callback instead.
Unsurprisingly, no callback ever came!!
What I have learned is that Scratch & Patch are incredibly quick to contact you when they’re telling you they won’t pay a claim. When it comes to answering perfectly reasonable questions or responding to complaints, they simply disappear.
The most upsetting part is that they are clearly happy to risk animals going without the investigations and treatment they need because most people don’t have hundreds or thousands of pounds available to fund everything privately. That is exactly why we pay for pet insurance in the first place.
I deeply regret leaving my previous insurer. I’m confident they would have assessed Rupert’s claim on the evidence available, rather than refusing it because my vet couldn’t provide an impossible level of certainty. I only moved to Scratch & Patch because the policy they sold me appeared to offer better long-term cover for Rupert. Instead, I now have an excluded condition that no new insurer will cover, and I’m left paying for a policy that I have no faith in whatsoever.
I’ve even asked them to cancel my policy, and they’ve ignored that too. Since it appears to be virtually impossible to communicate with anyone at the company, I’ll now have no option but to just cancel the Direct Debit instead.
If you’re considering Scratch & Patch, I’d urge you to read the policy wording extremely carefully and think twice before trusting that they’ll be there when your pet actually needs them. I read the policy and also called them to ensure I had read everything correctly and to ensure I understood the cover. They assured me I was covered for up to £4000. However!.. when it came to it that’s not actually true because they cap the amount for various treatments. They never mentioned this to me on the phone when I took the policy out.
My experience has been that once it’s time to make a claim, communication becomes almost impossible, and uncertainty is interpreted entirely in their favour.
I certainly won’t be recommending them to anyone.
8 July 2026
Unprompted review
Reply from Scratch & Patch
Hi Nicola,
Thank you for taking the time to share your feedback. We're very sorry to hear about your experience and appreciate how frustrating this situation must have been.
We've sent you a request for further information via Trustpilot so we can identify your policy and investigate the matters you've raised. Please respond when you have a moment, and we'll review everything thoroughly.
Once we've completed our initial review, a member of our team will be in touch directly to discuss your concerns.
Warm regards, Your Scratch & Patch Family 🐾💙🧡
---------------------- Updated Reply ----------------------
Hi Nicola,
We're very sorry to read about your experience and appreciate you taking the time to share your feedback. We have identified your policy and are investigating your experience further.
We understand how upsetting it can be to receive an unexpected claims decision. We'd like to clarify that claims are assessed in accordance with the policy terms and the veterinary information available. This includes the policy provisions relating to pre-existing conditions and bilateral conditions, where eligible conditions affecting paired body parts may be treated as a single condition under the terms of the policy.
We're also sorry to hear about the communication issues you've described. This isn't the level of service we strive to provide. Our Care Team will be contacting you directly to discuss your concerns, and we'll ensure the matters you've raised, including your claim and complaint, are fully investigated through our formal complaints process.
Warm regards, Your Scratch & Patch Family 🐾💙🧡
Easy to organise and good price
8 July 2026
Reply from Scratch & Patch
Hi Sharon,
Thank you for your lovely review! We're so pleased to hear you found it easy to arrange your cover and that you were happy with the price.
We really appreciate your feedback and thank you for choosing Scratch & Patch.
If there’s anything else we can help with, don’t hesitate to get in touch with us via https://scratchandpatch.co.uk/contact/
Warm regards, Your Scratch & Patch Family 🐾💙🧡
Reply from Scratch & Patch
Hi Alison,
Thank you for your fantastic review! We're delighted to hear you found the process easy and hassle-free, and that our pricing was competitive.
We really appreciate you choosing Scratch & Patch, and we're here whenever you need us https://scratchandpatch.co.uk/contact/
Warm regards, Your Scratch & Patch Family 🐾💙🧡
Up to now been great no problems
Up to now been great no problems , not used the policy though so can’t say how good it is 😊
1 June 2026
Reply from Scratch & Patch
Hi Michelle,
Thank you for your lovely review.
We're so pleased to hear everything has gone smoothly so far. We hope you never need to make a claim, but if you ever do, our team will be here to make the process as straightforward as possible.
If you ever need anything in the meantime, you can get in touch with us via https://scratchandpatch.co.uk/contact/
Warm regards,
Your Scratch & Patch Family 🐾💙🧡
quick and good competitive price
7 July 2026
Reply from Scratch & Patch
Hi Lee,
Thank you for taking the time to leave us a 5-star review.
We're delighted to hear that you found the process quick and our prices competitive. We work hard to provide great value alongside excellent cover, so it's lovely to know that's been your experience.
If you ever need anything, we're always here to help: https://scratchandpatch.co.uk/contact/
Warm regards,
Your Scratch & Patch Family 🐾💙🧡
Extremely good
Extremely good. Initially I had a lack of trust with any insurance company paying out. But after this incident our claim was processed quickly
2 June 2026
Unprompted review
Reply from Scratch & Patch
Hi Bill,
Thank you for taking the time to leave us such a lovely review.
We're especially pleased to hear that we've helped change your perception of pet insurance claims. Knowing that your claim was processed quickly and gave you confidence when you needed it most means a lot to us.
If you ever need anything, we're always here to help: https://scratchandpatch.co.uk/contact/
Warm regards,
Your Scratch & Patch Family 🐾💙🧡
helpful and hassle free
6 July 2026
Unprompted review
Reply from Scratch & Patch
Hi Davie,
Thank you for taking the time to leave us a review.
We’re really pleased to hear you found the experience helpful and hassle-free. That’s exactly the kind of journey we want our customers to have when arranging cover.
Kind Regards,
Your Scratch & Patch Family 🐾💙🧡
Reply from Scratch & Patch
Hi there,
Thank you for taking the time to leave us a review.
We’re really pleased to hear you found the website easy to navigate and the wording clear. We know picking the right pet insurance for you and your beloved pet can sometimes feel overwhelming and confusing, so it’s great to hear the information was easy to follow.
Kind Regards,
Your Scratch & Patch Family 🐾💙🧡
Hassle free purchase
Hassle free purchase. Price and cover better than my previous insurer
2 July 2026
Reply from Scratch & Patch
Hi Colin,
Thank you for taking the time to leave us a review.
We’re really pleased to hear your purchase was hassle-free and that the cover worked well for you compared with your previous insurer. We want arranging pet insurance to feel simple from the start, so it’s great to know that came through.
Kind Regards,
Your Scratch & Patch Family 🐾💙🧡
Reply from Scratch & Patch
Hi Julie,
Thank you for taking the time to leave us a review.
We’re glad to hear you found a policy that suited what you were looking for. Having different cover options is important, as it helps customers choose what feels right for them and their pet.
Kind Regards,
Your Scratch & Patch Family 🐾💙🧡
Reply from Scratch & Patch
Hi there,
Thank you for taking the time to leave us a review.
We’re really pleased to hear you found the quote competitive and the setup process easy. We always want arranging cover to feel clear, simple and stress-free from the start.
Kind Regards,
Your Scratch & Patch Family 🐾💙🧡
Reply from Scratch & Patch
Hi there,
Thank you for taking the time to leave us a review.
We’re pleased to hear the pricing worked well for you, especially with multiple pets to cover. It’s great to know the multi-pet discount helped you find the right cover for them.
Kind Regards,
Your Scratch & Patch Family 🐾💙🧡
Reply from Scratch & Patch
Hi Fran,
Thank you for taking the time to leave us a review.
We’re pleased to hear you found the sign-up process easy and that the policy offered good value. It’s great to know the journey was straightforward for you.
Kind Regards,
Your Scratch & Patch Family 🐾💙🧡
Reply from Scratch & Patch
Hi Sheryl,
Thank you for taking the time to leave us a review.
We’re really pleased to hear you found the website easy to use and that the policy offered good value. We always want securing the right cover for our customers to be a simple, no-fuss, no-stress process.
Kind Regards,
Your Scratch & Patch Family 🐾💙🧡
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