If you need help with a new policy, renewal, or if you need to make a change to your existing policy:
Email: CustomerService@PuffinInsurance.com
Call: 0333 772 0346
Opening hours: Monday–Friday, 9:00am – 5:00pm
Please have your policy or quote number ready when contacting us.
Online: Puffin Travel Portal
– Manage your travel policy
– View your policy documents
– Update your auto-renewal preference
For general enquiries and questions about your cover, use our WhatsApp chat. Our automated assistant is available 24 hours a day, with AXA agents available Tuesday - Friday, 9:00am–4:30pm.
Chat with us on WhatsApp
Scan the QR code with your phone or use the link below to start a chat.
Open WhatsApp ChatTravel insurance general enquiries & claims (excluding Gadget Cover):
Online: AXA Travel Portal
– Chat with our AI assistant if you have questions about your coverage
– Submit a claim or track progress online
Call: +44 (0)203 859 9317
Opening hours: Monday - Friday, 9:00am – 5:00pm
Online: Taurus Gadget Claims Portal
Email: puffin.tiga@taurus.gi
Call: 0330 020 0032
Opening hours: Monday - Friday, 9:00am – 5:00pm
Get quick advice from qualified vets anytime.
Need to set up your FirstVet account? Visit our Virtual Vet page for setup guidance and more information.
Online: First Vet Consultation
Online: Trent Services Pet Claims Portal
Email: admin@trent-services.co.uk
Call: 01623 638 751
Opening hours: Monday - Friday, 9:00am – 5:00pm
Claims form: Link
Email: claims@petadminteam.com
Call: 0330 024 2606
For complaints about your underwriters or a claim, see your policy wording for details.
If your complaint is about how your policy was sold or managed, please read our complaints process or email us at CustomerService@PuffinInsurance.com.
To cancel your policy:
Please email us with your policy number, whether you’ve travelled, if you intend to claim, and your reason for cancellation.
To opt out of travel auto-renewal:
Log into Puffin Travel Portal or email us with your name and policy number.