All our members get free access to our 24/7 Careline to get timely advice from qualified RCVS nurses.
What's the Scratch & Patch Careline
The Scratch & Patch Careline is a national team of highly experienced, RCVS registered veterinary nurses are able to answer your questions 24/7 on any matter regarding your pet’s health.
It is distressing when you think your pet is unwell and so your automatic response is to want to see a vet.
By using the Careline before you go to the vet, you can potentially save yourself the time, inconvenience and the cost of an unnecessary trip.
What can I use the Careline for?
If your pet seems unwell in the middle of the night then the Careline and it’s qualified veterinary nurses are on hand 24 hours a day to give you the best advice.
Furthermore, the Careline is not all about emergencies, you can also get information about pet healthcare plus everyday advice and guidance.
Access to the Careline is included for all our members no matter of the cover you choose, and it’s unlimited so you can use it as many times as you need.
Advice during Covid-19
During the coronavirus outbreak and subsequent national lockdown, there has been a lot of differing advice on what interaction between owners and pets.
If you have any questions about caring for your pet during coronavirus then our nurses are on hand with the latest advice.
You can also take a look at our Covid-19 article for more information.
Cover benefits and what our members say
Direct vet payment
To help when claiming we can work with your vet to pay them directly for accepted claims. Meaning that you won’t need to spend money fr the treatment and wait to be reimbursed by us. Instead this allows you to focus on what’s most important – the recovery of your four-legged friend.
Co-insurance is a payment in addition to the excess that’s shared between you and an insurer which splits the cost of claims, usually it’s an 80/20 split.
We want you to know exactly what your costs will be so we don’t impose a co-insurance payment on any of our plans.
If you’re insuring 2 or more pets then you’ll receive a 10% discount off your total insurance premium. The offer applies to our Bronze, Silver, Gold, Premier and Premier Plus cover and will be deducted when calculating your quote..
Switch without the wait
It hasn’t always been easy to switch your pet cover, but we’re changing that. Most providers will impose a 14-day wait time for illnesses if you switch, but so long as you are an existing pet insurance holder when you switch to us, we won’t.
Need to claim?
If the unfortunate situation arrives where you need to make a claim on your policy, we can assist by paying your claim fast and efficiently and often payments can be made directly to your vet – so long as you and they agree. In 2021 we paid 93% of all claims made.
Who operates the Careline?
The Careline is operated by the country’s most trusted veterinary helpline provider, VetsDirect Limited, they have been providing expert support and advice to pet owners for over 10 years.
Can I be referred for treatment or make a claim directly through this?
The Careline is not designed as a claims helpline. It can help to identify whether your pet requires vet treatment but cannot give any advice or help on the claims process with us, nor are we able to refer your pet for treatment. However, before you make a claim, your pet must have seen a vet for an expert assessment.
Find out more about our claims process.
What to know before contacting the Careline
Upon contacting the Careline you’ll be asked to confirm the following details.
- Your insurance policy number, shown on your schedule
- Describe your concerns, questions or your pet’s symptoms
How many times I can use the Careline?
Our members can get unlimited access to the Careline. This is included in all member plans and so long as your plan is active you can contact the Careline as many times as you need.
Accessing the Careline
If you’re already a member you can use the details below to contact the Careline. Not yet a member then get a quote and join us.