Scratch & Patch Pet Insurance - Champ 4.0
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Scratch & Patch Pet Insurance Champ 4.0
Contents
Your policy 4
What to do if you have a claim 7
Cancelling your policy 7
Important customer information 8
Keeping your policy up to date 8
Section A – Veterinary fees and alternative treatment 11
Section B – Death from accident, illness and euthanasia 13
Section C – Third party liability 14
Section D – Loss and recovery of your pet 16
Section E – Emergency boarding and pet minding fees 17
Section F – Holiday cancellation or curtailment 17
Section G – Accidental damage 18
Conditions applying to all sections of cover 19
General exclusions applying to all sections of cover 19
Complaints procedure 22
Data protection and your personal information 22
Regulatory Information 23
PAGE 2 OF 25Scratch & Patch
POLICY DOCUMENT
Welcome to Scratch & Patch pet insurance. Thank you for choosing to insure your pet(s) with
us. We are delighted to bring you and your pet(s) into our community of customers.
The long term health and happiness of your pet is important. This can be achieved through
exercise, feeding them well, providing a loving home and taking care of their routine health
needs such as vaccinations and regular check-ups by your vet. Sometimes, pets become ill
or have an accident which needs veterinary attention and this is where pet insurance can be
of help from a financial point of view. We provide cover for this in the UK and within the EU
PETS travel area as standard.
Our policy also includes other useful sections of cover and a telephone careline for you to
use if you want to check something out about your pet’s health without needing to go to a vet
or if something troubles you outside of normal practice hours.
This policy booklet along with your schedule will provide you with all the information you
need to understand exactly what cover is provided, the terms and conditions of your cover
as well as how to make a claim, amend your cover or tell us about changes.
At Scratch & Patch our aim is to provide a first class level of service at all times and we want
you to be delighted with this. We will ask for your feedback but if at any time you are not
entirely happy please let us know, our contact numbers are included throughout the booklet
and our complaints procedure is included on page 22.
We value your opinion and custom and are always looking for ways to improve. We hope
that your pet lives a long, happy and healthy life but if things go wrong we will be there to
help.
Scratch & Patch
PAGE 3 OF 25Scratch & Patch
POLICY DOCUMENT
Your policy
This is your policy wording.
We can choose not to offer renewal of
Please read the policy together with your policy. If we do, we will let you
your schedule, statement of fact and know before the renewal date so that you
veterinary medical screening have time to make any alternative
declaration as these documents arrangements.
together form the legal contract between
you and the insurer. In deciding to Defined terms
accept this insurance and in setting the
The following words or phrases have the
terms and premium, we have relied on
same meaning wherever they appear in
the information you provided when you
this policy. Please note, unless specified
applied for this insurance. This is shown
otherwise, words denoting singular may
in the statement of fact and medical
also include plural and vice versa. These
screening declaration.
words will appear in bold throughout the
Please read the schedule to see which policy from the point they are first
cover you have purchased and whether defined onwards.
it is in force.
Accident: a sudden, unforeseen,
We recommend that you take time to external and unintended event causing
check the documents we have sent you injury to your pet.
as soon as possible, they contain your
Accepted associations: any of the
information, your pet's cover details, the
following, Association of British
period of insurance and the premium. All
Veterinary Acupuncturists, Association of
the sections of cover apply to dogs. Cats
Chartered Physiotherapists in Animal
are covered for all sections except
Therapy, British Veterinary Rehabilitation
section C – third party liability. The level
and Sports Medicine Association, Canine
of cover provided under each section is
Hydrotherapy Association, Institute of
detailed in your schedule.
Registered Veterinary and Animal
If any of the information is incorrect or Physiotherapists, International
the policy does not meet your needs, Association of Animal Therapists,
please call our Customer Service team International Veterinary Acupuncture
on 0330 1026839 and they will be able to Society, International Veterinary
help you. You can also call this number if Chiropractic Association, McTimoney
you have any questions about your Chiropractic Association, National
policy. Association of Registered Canine
Hydrotherapists, National Association of
Please ensure that you fulfil the Veterinary Physiotherapists, The Society
obligations set out below in What to do if of Osteopaths in Animal Practice.
you have a claim, Cancelling your policy,
Important customer information, Alternative treatment: homeopathic or
Keeping your policy up to date, and herbal medicine, physiotherapy,
Conditions applicable to all sections of hydrotherapy, acupuncture, osteopathy,
cover. Not doing so may affect a claim or laser treatment or chiropractic
could result in your insurance being manipulation to treat injury or illness
invalid. which is prescribed by and carried out
by a vet, or the treatment is provided by
We agree to provide the cover set out in a veterinary practice employee or a
this policy and your schedule subject to suitably qualified member of an
you paying the correct premium and accepted association.
taxes due and complying with the terms
and conditions of this policy.
PAGE 4 OF 25Scratch & Patch
POLICY DOCUMENT
Additional Excess: the amount stated on Family: Your husband, wife, civil partner,
the schedule which is the amount you partner, parents, grandparents, brothers,
have to pay towards the cost of your sisters, sons, daughters, grandsons and
pet’s treatment in addition to the granddaughters.
excess for the conditions declared by
Financial Conduct Authority: the
you in the veterinary medical
Financial Conduct Authority is the
screening declaration and accepted by
independent watchdog that regulates
us and noted therein and on your
financial services.
schedule. This additional excess is not
payable where your pet has been Holiday: a vacation or pleasure trip
insured by us under this policy for a including at least one overnight stay
period of 24 continuous months without outside the UK which commences and
receiving treatment for the named ends in the UK.
condition.
Home: The place in the UK where you
Behavioural treatment: treating a usually live and which is shown in your
change to your pet’s normal behaviour schedule.
that is caused by a mental or emotional
Illness: any change(s) to a normal
disorder which could not have been
healthy state, sickness, disease, defects
prevented by training and/or spaying/
and abnormalities, including defects and
castration and which is carried out by a
abnormalities your pet was born with or
veterinary practice employee, a
were passed on by its parents which is
Certified Clinical Animal Behaviourist
not caused by an accident.
(CCAB) or a member of the Association
of Pet Behaviour Counsellors (APBC) or Injury: physical damage or trauma
Canine and Feline Behaviour Association caused immediately by an accident.
(CFBA) and is considered necessary by
a qualified vet.
Insurer: HDI Global Specialty SE
Clinical sign(s): A change(s) in your registered in Germany (company
pet’s normal healthy state, its bodily number HRB 211924) acting through its
functions or behaviour. UK Branch which is situated at 10
Fenchurch Street, London EC3M 3BE
Dental treatment: treatment to the
Period of insurance: the period of time
teeth and gums of your pet needed as a during which cover will be provided by
direct result of an injury to your pet. us as stated in your schedule.
Dog: the dog(s) named on your
schedule. Pre-existing condition: An injury or
illness that:
Elective treatment, diagnostic or
procedure: Any treatment, diagnostic or a. Happened or first showed clinical
procedure you request, which the vet signs,
confirms is not necessary.
b. Has the same diagnosis or clinical
Excess: the excess is the amount you signs as an injury, illness or
have to pay towards the cost of your clinical sign your pet had,
pet’s treatment for each injury or c. Is caused by, relates to, or results
illness that is not related to any other from, an injury, illness or clinical
injury or illness treated during the sign your pet had,
same period of insurance. This means
that if your pet receives treatment for before the start date of your pet’s first
the same injury or illness in a separate period of insurance (inception) or
before the date the cover level on your
period of insurance, we will deduct a
policy was increased.
fixed excess from the first claim(s) for
each injury or illness in each period of No matter where the injury, illness or
insurance. clinical signs are noticed or happen in,
or on, your pet’s body.
PAGE 5 OF 25Scratch & Patch
POLICY DOCUMENT
This does not include any injury, illness UK: England, Scotland, Wales and
or condition declared by you in the Northern Ireland.
veterinary medical screening
declaration and accepted by us and Vet: A qualified veterinary surgeon
noted therein and on your schedule. currently registered with the Royal
College of Veterinary Surgeons.
It does include any injury, illness or
condition not declared by you in the Veterinary fees: the reasonable,
veterinary medical screening necessary and essential amount vets
declaration and any injury, illness or normally charge to provide treatment.
condition declared by you in the Every claim will be reviewed by our pet
veterinary medical screening claims handler and compared to charges
declaration and not accepted by us and for the same or similar treatment locally
any linked conditions which are shown to ensure that the fees meet this
as not covered therein and on your requirement. A maximum 100% mark up
schedule. on the manufacturer’s or wholesaler’s
price will be allowed on veterinary
Pet: the dog(s) and / or cat(s) named on medicines including any dispensing
your schedule. fees.
PETS countries: any European Union Veterinary medical screening
member States and Territories which are declaration: the veterinary information
included in the Pet Travel Scheme provided relating to your pets medical
(PETS). history when applying for this insurance
and which you have confirmed to be
Pet Travel Scheme (PETS): a system complete, correct and up to date.
that allows people in the UK to take their
pets to certain countries and bring them We/Us/Our: Scratch & Patch on behalf
back again without the need for of the insurer.
quarantine.
You, your: the person named on your
Policy: this insurance wording. schedule as the policyholder
Policy documents: the policy,
schedule, statement of fact and
veterinary medical screening
declaration. All to be read as one.
Scratch & Patch: a trading name of Only
Pets Cover Limited.
Schedule: the document which contains
important information about you, your
pet and your policy cover. It forms part
of your policy documents which make
up your legal contract with us.
Statement of fact: the information
provided when applying for this
insurance and which you have confirmed
to be correct.
Treatment: any examination,
consultation, advice, test, x-ray, slides,
ultrasound, MRI, CT scan or other
diagnostic procedure, surgery and
nursing carried out by a vet, a veterinary
nurse or veterinary practice employee
under the supervision of a vet, and any
medication legally prescribed by a vet.
PAGE 6 OF 25Scratch & Patch
POLICY DOCUMENT
What to do if you If your pet dies or is euthanised and you
are making a claim under your policy,
have a claim you must arrange at your expense for
your vet to certify your pet’s death
You can notify us of a claim and obtain a stating the cause and date. If euthanised,
claim form by: we will need a certificate stating that this
was necessary for humane reasons and
Telephone: 0330 1026839 – Select Option
to stop incurable suffering.
3.
Email: claims@scratchandpatch.co.uk Cancelling your
Our website:
www.scratchandpatch.co.uk.
policy
Completed claims forms along with You can cancel your policy at any time
supporting documents should be sent by calling us on 0330 102 6839.
by: If you cancel within 14 days of the start
Email: claims@scratchandpatch.co.uk date of the first period of insurance or
the date you receive your policy
Post: documents, if later, then the insurer will
Scratch & Patch Claims refund any premium paid providing no
PO Box 8000 claims have been made on the policy.
Elland We will charge you an administration fee
HX1 9ET as outlined in our Terms of Business.
If you cancel at any other time and no
Your claim should be notified to us claims have been made against you or
within 60 days of any incident. We will your pet the insurer will refund your
not pay any claims for vet bills that are premium less a pro-rata premium charge
12 months old or older when they are for your time on cover. We will also
sent to us. charge an administration fee.
If we request it, the attending vet, or If you cancel at any time and you have
your usual or previous vet must at your made a claim on the policy or if a claim
expense, provide us with all information has been made against you or your pet
about your pet, including its full clinical any remaining annual premium not yet
and medical history and / or the paid, and our administration fee will
treatment provided. become due.
You and your vet or other institution or The insurer may cancel this policy by
person requested should complete the sending you 30 days’ notice by recorded
claim form without charge before it is post to your correspondence address
sent to us. We cannot process any shown in the schedule. The insurer will
incomplete claims and will request any only do this for a valid reason. The
outstanding information before insurer will return any premium you
proceeding with any claim. have paid for any period of insurance
Where requested by us, you will need to remaining.
provide an original receipt, certificate or
other form of proof issued to you, at your
home address, showing your pet’s
details, if relevant and providing
itemised breakdown of the cost incurred
and dates as appropriate. These are to
be provided at your own cost.
PAGE 7 OF 25Scratch & Patch
POLICY DOCUMENT
If you pay the premium in instalments Electronic documents
and an instalment remains unpaid 15
days after the due date, we may cancel Your policy documents, schedule,
this policy. In this event, the period of statement of fact and veterinary
insurance will equate to the period for medical screening declaration are
which premium instalments have been available online and will be emailed to
paid by you. Before we cancel your you. Only in limited circumstances will
policy we will write to you in order to we write to you by post. Because of this,
give you the opportunity to pay any you must give us a valid email address
premium due to us. and keep us informed if this changes
Important Customer Giving us all the facts
Information When asked by us, if you do not reveal
all relevant facts to us your insurance
may not be valid and may not protect
Renewal you if you need to make a claim. This
Your policy runs for a year at a time. duty applies at application stage, at
renewal and during the period of
Your insurance contract may insurance of your policy.
automatically renew at the end of your
period of insurance, where we will use Occasionally, we are deliberately or
the information and payment details you recklessly given false information. If this
originally supplied. happens we will treat this insurance as if
it never existed and decline all claims.
We will contact you before your renewal
date to give you information about the If you acted carelessly when giving us
insurance contract so that you can make your information several things could
an informed decision about your policy happen:
and let us know if you do not want to 1. If we provided insurance cover that
renew. we would not otherwise have
offered, we will treat this insurance
Each year we may change any details of as if it had never existed. If this
your policy and premium or not offer happens, we will give you back
renewal, in doing this we will take into your premium.
account the information we have about 2. If we would have insured you on
your policy, your pet’s medical history, different terms, we will amend this
claims made and expected future insurance retrospectively and apply
treatment and claims costs. In general, these amended terms to the claim.
3. If we would have charged you more
premiums increase with the age of your
premium, we will proportionately
pet and if claims have been made. reduce the amount of any claim
You should take reasonable care to payment.
inform us of any changes since the If we do any of the above, we will write to
policy started or was last renewed. you explaining why this is happening. If
If you pay premium by instalments and you disagree with what we are doing,
have received a default notice in your please tell us. If you are still not satisfied,
policy term, we may not offer the you may ask the Financial Ombudsman
monthly payment option when you are Service to review your case without
due to renew. If we cannot collect your affecting your legal rights.
first Direct Debit when your policy has
renewed, we will assume you prefer to
not continue your insurance and we will
cancel your policy from your renewal
date.
PAGE 8 OF 25Scratch & Patch
POLICY DOCUMENT
Non-payment of premium Language
You must pay the premium on the dates All communication between you, the
agreed for this policy to remain in force. insurer and us in relation to this policy
If you do not pay the premium on the will be in English.
due date, you have 15 (fifteen) days from
the date of the default to contact us to Governing Law and Courts
organise payment. If we do not receive
This contract will be governed by
payment your policy will be cancelled
English law, and you and the insurer
from the default date and all cover and
agree to submit to the non-exclusive
benefits will stop on this date. If you have
jurisdiction of the courts of England and
made a claim the full annual premium
Wales.
will become due.
Assignment
Changing cover level
You cannot transfer your interest in this
If you change your cover to one that
policy to anyone else without the
gives a higher level of cover the higher
insurer’s written permission.
level will apply to any injury and illness
which first showed clinical signs after Sanctions
the transfer date. The higher limit will not
apply to any pre-existing condition. The insurer will not provide any cover
or be liable to provide any indemnity,
If you change your cover to one that payment or other benefit under this
gives a lower benefit the lower amounts policy where doing so would breach any
will apply to all claims from the date you prohibition or restriction imposed by law
change onwards including those you are or regulation.
already making.
Rights of Third Parties
Fraud
It is not intended by you or the insurer
You must be honest and truthful in your that any term in this agreement is
dealings with us and the insurer at all enforceable pursuant to the Contracts
times. If you or anyone acting on your (Rights of Third Parties) Act 1999 or any
behalf attempts to deceive us or amendments to the Act or replacement
knowingly makes a false claim, the legislation. Keeping your policy up to
insurer has the right to cancel your date.
policy, refuse claims and keep any
premium paid. We may recover from you Changes which may affect
any costs we have incurred, including
the costs of investigating the claim. We
your cover
will not pay a claim which is in any way As some changes will affect your cover,
fraudulent, false or exaggerated. We will you should tell us as soon as possible
also not deal with any claims following about any change to the details you have
discovery of this behaviour regardless of previously declared on your statement
when the claims occurred. In addition, of fact, for example but not limited to:
we have the right to share details of this
• you no longer own the pet.
behaviour with other organisations to
prevent further fraud. We may also • you change address or move outside
involve the relevant authorities who are the UK.
empowered to bring criminal
• you intend to use your pet for
proceedings.
guarding, breeding or financial gain.
• your pet is neutered or spayed.
• your pets’ health changes.
PAGE 9 OF 25Scratch & Patch
POLICY DOCUMENT
• your pets’ behaviour changes or
there are complaints about its
behaviour.
• your pet no longer lives with you.
If you do not tell us about these changes
it may affect any claim you make or
could result in your policy being invalid.
As a result of a change we may either
decline to continue with the insurance or
accept the change to your policy. If we
accept the change this may be on the
same terms as before or lead to a change
of terms and conditions, an extra
premium being charged or a refund of
your premium.
We will also charge you an
administration fee.
Further information is provided in our
Terms of Business.
PAGE 10 OF 25Scratch & Patch
POLICY DOCUMENT
If your policy is not renewed all cover
Section A – stops at the end of the most recent
period of insurance.
Veterinary fees and
alternative What is not covered
treatment Veterinary Fees
All amounts are for each pet insured. The insurer will not cover the following:
Cover is provided in the UK and PETS
1. The excess shown in your
countries.
schedule for each new injury or
What is covered illness in the period of insurance.
2. The additional excess shown in
Veterinary Fees your schedule for the injury,
The insurer will pay the cost of illness or condition specified.
veterinary fees for the treatment your
3. The cost of any treatment or claim
pet has received in the UK or PETS
for a pre-existing condition.
countries to treat injury and illness.
4. The cost of routine examinations,
Included within and part of the amount
for veterinary fees the insurer will pay nail clipping, bathing, de-matting,
up to the inner limit amounts stated in grooming, spaying, castration or
your schedule for: retained/undescended testicles
(cryptorchidism).
• Cruciate ligament damage
treatment; 4. The cost of treatment to prevent
• MRI / CT Scans and the cost of injury or illness.
general anaesthetic, sedation, 5. The cost of elective treatment,
drugs, hospital and interpretation diagnostic or procedure or any
fees;
treatment that you choose to have
• Alternative treatment; carried out that is not directly
related to an injury or illness,
• Dental treatment; including any complications that
• Diet food prescribed by a vet to result from this.
dissolve bladder stones or crystals 6. The cost of any treatment in
in urine;
connection with breeding and any
• Behavioural treatment; complications of breeding,
pregnancy, giving birth or rearing
in each period of insurance.
puppies or kittens.
These inner limits are part of and not in
addition to the veterinary fees limit. 7. The cost of treatment in
connection with false pregnancy if
The most the insurer will pay in any your pet has received treatment
period of insurance under this section
for two or more episodes of false
is up to the amount shown on your
schedule for veterinary fees. If this pregnancy.
limit is reached in a period of 8. The cost of any vaccinations, flea
insurance, the insurer will not make
tick or worming prevention or
any more payments under this section
until your policy is renewed. treatment and the cost of general
health improvers.
The amount the insurer will pay is
reinstated at the beginning of each
period of insurance based on your
renewal invitation.
PAGE 11 OF 25Scratch & Patch
POLICY DOCUMENT
9. The cost of a house call unless a
19. The cost of pheromone products,
vet confirms that your pet is
including DAP diffusers and Feliway
suffering from a serious injury
and / or similar feline facial
or illness and that moving your
pheromone products used in either
pet would either endanger its
a spray or an electrical diffuser
life or significantly worsen the
format and any general health
serious injury or illness.
enhancers
10. The extra costs for treating your pet
20. The cost of dental or gum treatment
outside usual surgery hours, unless
not as a direct result of an accident
a vet confirms that an emergency
or injury or for routine,
consultation is necessary.
preventative or cosmetic purposes
11. The cost of hospitalisation and any including but not limited to scaling
associated treatment, unless a vet and polishing.
confirms your pet must be
21. The cost of any diet food not
hospitalised for essential treatment.
specifically covered, any obesity
12. The cost of buying or hiring food, supplements or pro-biotics.
equipment or machinery or any
22. The cost of diet foods allowed once
form of housing, including cages.
bladder stones or crystals are
13. The cost of transplant surgery dissolved.
including pre and post-operative
23. Any treatment costs incurred after
care.
the limit shown on your schedule is
14. The cost of prosthesis, including any reached in a period of insurance.
veterinary treatment needed to fit
24. Any treatment costs incurred after
the prosthesis, other than the cost of
the period of insurance has ended,
hip, knee and / or elbow
unless you and the insurer have
replacement(s).
agreed to a further period of
15. The cost of stem-cell or gene insurance.
therapy.
25. Anything detailed in the general
16. The costs charged by a vet to fill out exclusions.
a claim form or provide a
prescription.
17. The cost of surgical items which can
be used more than once.
18. The cost of cremation and disposal,
including post mortem examination
costs, coffins and caskets.
PAGE 12 OF 25Scratch & Patch
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Section B – Death Euthanasia
The insurer will pay the reasonable and
from accident, necessary cost of a vet putting your pet
to sleep where this is needed for humane
illness and reasons and to stop incurable suffering.
euthanasia The most the insurer will pay is up to the
amount shown on your schedule.
What is covered What is not covered
Death by accident or illness The insurer will not cover the following:
The insurer will pay a percentage of the 1. Dogs aged 8 years and over at the
purchase or donation price you paid for
date of death or being euthanised.
your pet if it dies or is put to sleep
(euthanised) by a vet as a result of an 2. Cats aged 10 years and over at the
accident or illness in the period of date of death or being euthanised.
insurance.
3. Death as a result of breeding,
If you are unable to provide proof of pregnancy or giving birth.
what you paid or donated, the insurer
will pay the percentage based on an 4. The cost of cremation and disposal,
initial value of £75 for cats or £150 for including post mortem examination
dogs, or the amount you stated in your costs, coffins and caskets.
original application and included in the
statement of fact, whichever is the 5. Anything detailed in the general
lesser. exclusions.
The percentage payment in all cases will
be based on the age of your pet at the
date of death using the pets date of birth
on your schedule and will be calculated
follows:
Age at date your Percentage
pet dies or is payment
euthanised
Up to one year 100%
One to two years 75%
Three to four years 50%
Five to six years 25%
Seven years and 10%
over
The most the insurer will pay is the
amount shown on your schedule.
PAGE 13 OF 25Scratch & Patch
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Section C – Third 6. Any claim which results from your
dog being used for any trade,
party liability profession or business.
7. Your liability to any person
All amounts are for each dog insured. claiming damages and
compensation that lives with you at
This section does not apply to cats.
your home, is a member of your
Cover is provided in the UK. family, is employed by you, or was
looking after your dog with your
What is covered permission.
The insurer will pay damages and legal 8. Any liability for loss or damage to
costs to others which you become property which belongs to, or is in
legally liable to pay if your dog, causes
the care of you, a member of your
accidental death or injury to a person or
accidental loss or damage to their family, any person who lives with
property. you or is employed by you.
9. Any liability where you have not
If someone who is not a member of your
followed advice given to you by
family is looking after your dog when
the injury or damage happens, the previous owners of your dog or any
insurer will still pay as long as you re-homing organisation about your
asked them to look after your dog, you dog’s behavioural traits.
did not agree to pay them to look after
10. Claims as a result of your dog’s
your dog and the death, injury, loss or
damage was not to them or their interaction with or attacking other
property. The definition of you in this animals.
section is extended to cover this
11. Any fines, penalties, punitive,
situation.
exemplary, aggravated, liquidated
The most the insurer will pay for any and multiple damages or breach of
claim or series of claims arising from any quarantine restrictions or import or
one event occurring during the period export regulations.
of insurance is shown on your
schedule. 12. Any claim or other proceedings
lodged or prosecuted outside the
UK.
What is not covered
13. Anything detailed in the general
The insurer will not cover the following: exclusions.
1. Any claim where you are insured
Special conditions relating to third
under any other insurance policy
party liability claims
that covers the same loss, unless
that cover has been exhausted. You must notify us, as soon as possible,
after you become aware that your pet is
2. The excess shown in your
involved in an incident which may give
schedule.
rise to a third party liability claim.
3. The cost of defending you if the
You must not admit responsibility, agree
insurer has not agreed to the
to pay any claim or negotiate with any
amount in writing beforehand.
persons following an incident or incur
4. Your liability arising out of any any cost at all without our express
contract that you have entered into, written agreement.
unless liability would exist without
If you receive any correspondence, writ,
the contract.
summons or any other legal document
5. Any claim which involves your from or on behalf of a third party you
employment, profession, occupation must not answer any of these but they
or business or happens at your should be forwarded to us as soon as
workplace. possible.
PAGE 14 OF 25Scratch & Patch
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You agree to the insurer taking charge
of your claim and allow the insurer to
prosecute, defend, settle it on terms the
insurer is advised are reasonable in
your name for the insurer’s benefit.
You must provide the insurer with all
and any information we request in
relation to the claim including details of
your dog’s medical and behavioural
history, history of ownership and details
of any other insurance policies that
might contribute towards compensating
the claimant.
You agree to help us find out about all
the circumstances of any incident
leading to a claim, provide written
statements and go to court if the insurer
needs you to.
PAGE 15 OF 25Scratch & Patch
POLICY DOCUMENT
Included within the amount for loss and
Section D – Loss and recovery the insurer will pay up to £75
towards sundries for you to make
recovery of your pet advertising material including leaflets,
flyers, posters or similar.
All amounts are for each pet insured.
Cover is provided in the UK. If your pet is found or has returned after
we have paid you, you must repay the
What is covered insurer the full amount that you have
received for its loss.
The insurer will pay a percentage of the
purchase or donation price you paid for The most the insurer will pay is up to the
your pet if it goes missing from your amount shown on your schedule.
home due to straying or theft in the
period of insurance and is not found
within 60 days from the date it goes What is not covered
missing. The insurer will not cover the following:
If you are unable to provide proof of 1. Dogs aged 8 years and over at the
what you paid or donated, the insurer date they go missing.
will pay the percentage based on an
initial value of £75 for cats or £150 for 2. Cats aged 10 years and over at the
dogs or the amount you stated in your date they go missing.
original application and included in the
statement of fact whichever is the 3. Theft which does not involve
lesser. forcible or violent entry to a secure
area, such as a pen or your home.
The percentage payment in all cases will
4. Theft if you have not reported it to
be based on the age of your pet at the
date it goes missing using the pets date the police and have a crime
of birth on your schedule and will be reference number.
calculated follows:
5. Any loss if you have not reported a
missing pet to at least one rescue
Age at date your centre for cats and a dog warden for
pet strays or is Percentage dogs.
stolen payment 6. Any loss if you or any person
responsible for your pet has
Up to one year 100% voluntarily parted with it for any
reason or abandoned it
deliberately.
One to two years 75%
7. Any reward to a member of your
Three to four years 50% family, anyone who lives with you
at your home, is employed by you,
was looking after your pet when it
Five to six years 25%
went missing or is otherwise known
to you.
Seven years and 10%
8. Any reward that has not been paid
over
by you first.
The insurer will pay local advertising 9. Any reward for which you do not
costs and any reward which you have to have a signed receipt showing the
pay which helps to find and recover your full name and address of the person
lost pet, if it goes missing from your who found your pet.
home due to straying or theft in the
period of insurance, provided that you 10. Anything detailed in the general
first obtain our written agreement to the exclusions.
costs and of the reward, up to the amount
paid or donated for your pet, to be 11. The cost of pheromone products.
offered.
PAGE 16 OF 25Scratch & Patch
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Section E – Section F – Holiday
Emergency cancellation or
boarding and pet curtailment
minding fees The amounts are for each holiday. Cover
is provided in the UK and PETS
All amounts are for each pet insured. countries.
Cover is provided in the UK.
What is covered
What is covered The insurer will pay for unrecoverable
The insurer will pay for the cost of travel and accommodation costs you
boarding your pet in a licenced kennels have to pay as a result of cancelling or
or a cattery, or, for the services of a cutting short your holiday because your
professional pet home carer whilst you pet goes missing or needs immediate
are an in-patient of a hospital on medical emergency life-saving surgery either
advice due to an accidental injury or whilst you are on holiday or within 7
illness for 5 or more consecutive days. days of the date you are due to leave.
The most the insurer will pay is up to the The most the insurer will pay is up to the
amount shown on your schedule. amount shown on your schedule.
What is not covered What is not covered
The insurer will not pay the cost of The insurer will not pay:
boarding your pet due to:
1. For any holiday where the holiday
1. your stay in hospital that is not on was booked less than 4 weeks
medical advice. before you are due to leave.
2. a stay in hospital that you knew you 2. Costs as a result of you delaying
needed before the cover start date or telling the company or companies
any chronic recurring condition you providing your travel and
already have when taking out your accommodation that you are
policy. cancelling or cutting short your
holiday.
3. a stay in a convalescent or nursing
home. 3. Any costs for anyone else that is on
holiday or going on holiday with
4. hospital admission for alcoholism,
you.
drug abuse, attempted suicide, self-
harm or self-inflicted injury or illness. 4. Any costs for cancellation or
curtailment for any other reason or
where surgery is not immediately
needed to save the life of your pet.
5. More than the insurer’s share if you
are insured under any other
insurance policy that covers the
same loss.
6. Anything detailed in the general
exclusions.
PAGE 17 OF 25Scratch & Patch
POLICY DOCUMENT
Section G –
Accidental damage
All amounts are for each pet insured.
Cover is provided in the UK.
What is covered
The insurer will pay if, while visiting
someone else’s property your pet
causes accidental damage to personal
property.
You do not have to be legally liable for
the damage to make a claim under this
cover.
The most the insurer will pay is up to the
amount shown on your schedule.
What is not covered
The insurer will not pay:
1. For damage to personal property
owned by or in the control of you,
your family, employee or guest.
2. For damage to any personal
property belonging to any person
entrusted with the care, control and
custody of your pet.
3. For damage occurring when your
pet is left in a home where no person
aged 18 or over is present.
4. For damage to any motor vehicle or
its contents.
5. For damage caused by your pet
fouling, vomiting or urinating on/in
any items.
6. More than the insurer’s share if you
are insured under any other
insurance policy that covers the
same loss.
7. Anything detailed in the general
exclusions.
PAGE 18 OF 25Scratch & Patch
POLICY DOCUMENT
Conditions applying General exclusions
to all sections of applying to all
cover sections of cover
You must take care of your pet including The insurer will not pay:
arranging and paying for any treatment
recommended by your vet to prevent 1. Any claim for or as a result of a pre-
the risk of injury or illness. existing condition.
You must ensure that your pet is 2. Any claim for or as a result of an
vaccinated against distemper, hepatitis, illness which
leptospirosis, parvovirus for dogs,
a. first showed clinical signs,
kennel cough when entering a boarding
kennel or show, and feline infections b. has the same diagnosis or
such as enteritis, feline leukaemia and clinical signs as an
cat flu for cats. You must also agree to illness that showed
have your pet vaccinated against other clinical signs or
diseases a vet says is necessary. You
c. is caused by, relates to,
must keep your pet’s vaccinations up to
or,results from a clinical
date, as recommended by your vet. If
sign of an illness
any of the above diseases are not
vaccinated against they will be excluded that was noticed, in the first 14 days
from your policy. of your pets cover.
You must ensure that your pet is wormed This exclusion does not apply if
and flea treated regularly and if there is a your pet was insured for veterinary
risk of contagion you should keep your fee’s under another policy of
pet isolated to avoid infection. insurance up to the start date
(inception) of the first period of
A dog on a public road must be on a
insurance with the insurer and you
collar and lead and under control at all
provide proof of this to us.
times. You should take steps to ensure
that your dog does not escape or stray. 3. Any claim for or as a result of any
Areas in which a dog is kept must be previous or existing adverse
secure and properly fenced or otherwise behavioural or aggressive
organised to prevent escape. characteristics at inception which
have been noted by you, the
In the UK your dog must always have a
breeder, a veterinary practice,
collar on that provides your contact
rehoming organisation or any
details in case your dog goes missing or
previous owner(s) or for incidents
runs off.
before the start date of the first
If your pet dies or is euthanised and you period of insurance.
are making a claim under your policy,
4. Any claim resulting from your pet
you must arrange at your expense for
being neutered or spayed. However
your vet to certify your pet’s death
we will cover any cost arising from
stating the cause and date. If euthanised,
any complications of neutering or
we will need a certificate stating that this
spaying.
was necessary for humane reasons and
to stop incurable suffering.
PAGE 19 OF 25Scratch & Patch
POLICY DOCUMENT
5. Any claim as a result of any sexually c. Any action taking in controlling,
transmitted disease, rabies, foot and preventing, suppressing or in
mouth, epidemic or pandemic any way relating to any outbreak
outbreaks or any 'notifiable' disease of such epidemic or pandemic.
as listed by DEFRA – UK Department
10. The cost of or compensation due,
for Environment, Food and Rural
where your pet is euthanised under
Affairs or any claim as a result of
a court order following its
restrictions put on your pet by
destruction for the protection of
DEFRA.
livestock.
6. Any claims as a result of an Act of
11. Costs arising as a result of a disease
Parliament, by law or central or local
transmitted from animals or birds to
government regulation.
humans.
7. Any costs as a direct result of the
12. Claims where your pet has been
event which led to the claim you are
used for commercial breeding,
making under this policy.
monetary gain, security purposes, as
8. Any loss or damage to any property, a guard dog, in any trade, profession
or any legal liability, directly or or business, in any form of racing or
indirectly resulting from or any pet trained to attack.
contributed to or arising from:
13. Claims of any kind which result from
a. Ionising radiations or your pet straying, escaping,
contamination by radioactivity damaging property, or attacking
from any nuclear fuel, or from people if your pet has done this
any nuclear waste from the before.
combustion of nuclear fuel, the
14. Any claims for a pet which should be
radioactive, toxic, explosive, or
registered under the Dangerous
other hazardous properties of
Dogs Act 1991 and the Dangerous
any explosive nuclear assembly
Dogs (Northern Ireland) Order 1991
or nuclear component of such
or any subsequent amendments or
assembly;
re-enactments or wolf hybrids.
b. war, act of terrorism, invasion,
15. Any pet less than 5 weeks’ old is an
act of foreign enemy, hostilities
excluded dog or cat.
(whether war has been declared
or not), civil war, rebellion,
revolution, insurrection, military
or usurped power.
9. Any loss, injury, damage, Illness,
death or legal liability directly or
indirectly resulting from, happening
through, in consequence of or
contributed to:
a) An epidemic, pandemic or other
such health warning, and
declared as such by the
Department of Health and
Children and/or the World
Health Organisation;
b. Arising from any fear or threat
(whether actual or perceived) of
such epidemic or pandemic
being declared or occurring;
PAGE 20 OF 25Scratch & Patch
POLICY DOCUMENT
Excluded dogs The following types/breeds and/or any
The following dogs are not eligible for dog crossbred from these are also
this insurance and are excluded from all excluded from cover under any section
cover: of this policy:
1. Any dog used for trade, profession • American Bandogge / Bandogge
or business except Assistance Dogs Mastiff
• Australian Dingo
2. Any dog used for guarding, racing,
coursing or beating whether for • Bully Kutta
business or recreational purposes. • Canadian Inuit
The following dogs, as outlined in the • Canary Dogs / Perro De Pressa
Dangerous Dogs Act 1991, are Canarios/ Presa Canarios
specifically excluded from cover under • Cane Corsos
any section of this policy: • Central Asian Shepherd Dog
• Czechoslovakian Wolfdogs /
• Pit Bull Terrier
Sarlooswolfhounds / Wolf Hybrids
• Japanese Tosa / Tosa Inus
• Irish Staffordshire Bull Terrier
• Dogo Argentino (also referred to as
• Racing Greyhounds
Argentine Dogo and Argentinian
Mastiff) • Tamaskan
• Fila Brasileiro
Including any “type”, as defined in the If your dog is found to be an excluded
dog the insurer will cancel your policy,
Dangerous Dogs Act 1991, considered to
refuse all claims and keep any premium
match the description of a prohibited
you have paid. We will also charge you
“type”; any breed crossed with the the cancellation fee.
above; and any other breed or type
deemed to be dangerous by the
Secretary of State and subsequently
added to the Dangerous Dogs Act 1991.
PAGE 21 OF 25Scratch & Patch
POLICY DOCUMENT
Data protection and your
Complaints personal information
procedure Your personal information is made up of
all the details we and the insurer hold
We aim to ensure that all aspects of your about you and your transactions and
insurance are dealt with promptly, includes information we gather from
other organisations. This information will
efficiently and fairly. At all times we are
be used to administer this policy and
committed to providing you with the handle claims. Your information will be
highest standard of service. If you are held for no longer than is necessary. By
dissatisfied about the handling of a claim providing this information you consent to
or service received and wish to complain us and the insurer processing personal
you should, in the first instance, contact and sensitive data about you where this
us using the details below: is necessary or appropriate.
If your complaint is about Policy
Administration
Transferring information to
other countries
Write to:
We and the insurer may transfer your
Scratch and Patch Customer Relations
information to countries outside of the
PO Box 1193
UK and EEA on the basis that anyone to
Doncaster
whom we or the insurer pass it provides
DN1 9PW
an adequate level of protection. However,
Telephone: this information may be accessed by
law- enforcement agencies and other
0345 074 4819
authorities to prevent and detect crime
Email: and keep to legal obligations.
complaints@scratchandpatch.co.uk Credit-reference agencies
If your complaint is about Claims When we provided you with a quote, we
Write to: searched the electoral roll and other
information using a credit-reference
Scratch and Patch Claims agency. A record of the check will be
PO Box 8000 held by the credit-reference agency who
Elland may place a footprint of ‘insurance
HX1 9ET search’ on your credit file. This footprint
Telephone: will not alter your credit score.
0330 102 6839 Information held about you
Email: You are entitled to a copy of the
information that is held about you. Your
claims@scratchandpatch.co.uk
request for information should be made
If you remain dissatisfied after we have in writing, to us.
considered your complaint you may also
be able to refer your complaint to the
Further information about your rights
Financial Ombudsman Service without
and how we deal with your data is
affecting your legal rights. Further
contained in our Privacy and Legal
information can be found on their
Statement
website www.financial-
https://scratchandpatch.co.uk/legal/priv
ombudsman.org.uk.
acy-legal-statement/
If you are unable to access this website,
details can be obtained by contacting us
using the contact information provided
in the How to contact us section below.
PAGE 22 OF 25Scratch & Patch
POLICY DOCUMENT
Regulatory About Davies Group Limited
(the claims handler)
Information
Davies Group Limited of 7th Floor,
You can check the information below on
1 Minster Court, Mincing Lane, London,
the Financial Conduct Authority register
England, EC3R 7AA
by visiting register.fca.org.uk or by
Company number: 06479822
contacting the FCA on 0800 111 6768.
About Scratch & Patch The Financial Services
Compensation Scheme
Scratch & Patch is a trading name of Only
Pets Cover Limited. Only Pets Cover
Limited of 77 Gracechurch Street, For risks located within the EEA we are
London EC3V 0AS, United Kingdom is covered by the UK Financial Services
authorised and regulated by the Compensation Scheme (FSCS). You may
Financial Conduct Authority. Their be entitled to compensation from the
Financial Service Number is 840293. scheme if we cannot meet our
obligations. This depends on the type of
Company number 09971968.
business and the circumstances of the
claim. Most insurance contracts are
About URIS Group Limited covered for 90% of the claim with no
upper limit. You can learn more about
(the administrator) this scheme at www.fscs.org.uk or by
URIS Group Limited of Quay Point, phoning 0800 678 1100 or 0207 741 4100
or writing to Financial Services
Lakeside Boulevard, Doncaster, South
Compensation Scheme, 10th Floor,
Yorkshire DN4 5PL is authorised and Beaufort House, 15 St Botolph Street,
regulated by the Financial Conduct London, EC3A 7QU.
Authority. Their Financial Services
Number is 307332. Company number is
02461657.
About the Insurer
HDI Global Specialty SE is registered in
Germany, registration number HRB
211924. Registered Office
Roderbruchstraße 26, 30655 Hannover,
Germany.
Authorised and regulated by
Bundesanstalt für
Finanzdienstleistungsaufsicht. Deemed
authorised by the Prudential Regulation
Authority. Subject to regulation by the
Financial Conduct Authority and limited
regulation by the Prudential Regulation
Authority. Details of the Temporary
Permissions Regime, which allows EEA-
based firms to operate in the UK for a
limited period while seeking full
authorisation, are available on the
Financial Conduct Authority’s website.
(FRN: 659331)
PAGE 23 OF 25Scratch & Patch
POLICY DOCUMENT
How to contact us Scratch & Patch Careline
Policy administration 0330 1026839, The Scratch & Patch Careline is available
admin@scratchandpatch.co.uk 24 hours a day, 7 days a week, 365 days a
year and provides advice and guidance
Administration Complaints 0345 074 on how to care for your pet as well as in
4819, an emergency.
complaints@scratchandpatch.co.uk
If you have any concerns about your
Claims & Claims Complaints 0330
pet:
1026839, claims@scratchandpatch.co.uk
Or visit our website 1. Dial 0333 332 1926
www.scratchandpatch.co.uk 2. Provide the insurance policy number
shown on your schedule
Opening times
3. Describe your concerns, questions or
Policy Administration
your pet’s symptoms
Monday – Friday: 9am – 7pm
4. A veterinary nurse will answer your
Saturday 9am – 2pm questions and explain what you need to
do next.
Sunday & Bank Holidays: Closed
Claims Before you make a claim, your pet must
have seen a vet for a professional
Monday – Friday; 9am to 5pm assessment.
Saturday, Sunday & Bank Holidays - This is not a claims helpline. To notify
Closed a claim call 0330 1026839.
PAGE 24 OF 25Quay Point, Lakeside Boulevard, Doncaster South Yorkshire DN4 5PL Telephone 0330 1026839 Email admin@scratchandpatch.co.uk www.scratchandpatch.co.uk Champ 4.0 Version 3.0 January 2021
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