We are committed to making our website easy for everyone to use. Whether you are arranging travel insurance, pet insurance, or simply looking for information, we want all our customers to be able to access our services confidently and comfortably.
If you have a disability, a specific access need, or use assistive technology, this page explains the ways we can support you.
Our site is built with accessibility in mind, including:
Clear, simple navigation
High-contrast text and readable fonts
Alt text for meaningful images
Keyboard-friendly navigation
Screen-reader compatible layout and headings
We continuously review our website to meet recognised accessibility standards and improve your experience.
If you use a screen reader, voice-to-text software, magnification tools or other accessibility aids and are having trouble using our website, we can help by:
Guiding you through steps over the phone, call our friendly customer service team on 0330 772 0346
Providing information in alternative formats (large print, audio, or accessible PDF)
Sending documents by email for use with your preferred software
Need help finding information or completing something online?
Call us: 0330 772 0346
Our team can walk you through:
Getting a travel or pet insurance quote
Understanding what documents you need
Downloading or accessing policy information
Making changes to an existing policy
If you prefer, we can complete tasks on your behalf.
Relay services and interpreter services are welcome.
If calling isn’t convenient, you can email us at:
customerservice@puffininsurance.com
Tell us how you prefer to be contacted and any accessibility support you need.
We can provide key information in:
Large print
Audio
Braille (on request)
Easy-read summaries
Accessible digital files
Just let us know your preferred format.
If you require information presented in a clearer or simpler way, we can:
Offer easy-read explanations of insurance terms
Break steps down into shorter, clearer actions
Provide personalised support during the quote process
We can communicate via:
You can also request that we avoid phone calls and use written communication only.
If you have difficulty reading from a screen or need help navigating our forms, we can:
Provide enlarged or high-contrast documents
Email accessible versions of policy documents
Offer step-by-step phone guidance
Help you complete forms verbally
If you experience any accessibility barriers or have suggestions for improvement, please let us know:
customerservice@puffininsurance.com
0330 772 0346
We welcome all feedback and use it to improve our online experience for every customer.
We aim to provide fair, inclusive, and accessible services so that every customer—whether arranging pet insurance, travel insurance, or simply seeking advice—can access the support they need without difficulty.
If you need help at any time, please reach out. We are here to support you.