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 25
Scratch & 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 25
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                                               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 25
Scratch & 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 25
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                                             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 25
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                                              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 25
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                                            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 25
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                                               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 25
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                                             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 25
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                                            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 25
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                                             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 25
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                                             POLICY DOCUMENT

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 25
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                                             POLICY DOCUMENT

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 25
Scratch & Patch
                                             POLICY DOCUMENT

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 25
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                                            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 25
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                                               POLICY DOCUMENT

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 25
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                                             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 25
Scratch & 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 25
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                                              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 25
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                                           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 25
Scratch & 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 25
Scratch & 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 25
Scratch & 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 25
Quay 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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