Call our 24 hour emergency assistance team on: +44 (0) 2038 599 317
email: CustomerService@PuffinInsurance.com
Call: 0333 772 0346 (Mon-Fri: 9:00 - 17:00)
If you wish to cancel, please see your policy wording for full details of your cancellation and refund rights.
Please email the customer service team with your policy number, details of whether you have travelled, if you intend to claim and your reason for cancellation. Alternatively you can use the email generator in this link, Travel Policy Cancellation to confirm details of your policy and allow for cancellation.
email: CustomerService@PuffinInsurance.com
Call: 0333 772 0346 (Mon-Fri: 9:00 - 17:00)
If you have an eligible policy for auto renewal as shown on your policy or quote schedule and would like to opt out of this service, please log into your account or email the customer service team with your name and policy number for them to action. Alternatively, you can complete the information in the email generator in this link, Travel Policy Auto Renewal Opt Out
email: CustomerService@PuffinInsurance.com
Call: 0333 772 0346 (Mon-Fri: 9:00 - 17:00)
For all sections except Gadget Cover, please visit the AXA Travel portal using the following link : hub.puffin.uk.axa.travel/
You will need to create an AXA Travel account or log in to your existing account if you're already an AXA Travel account holder.
If you are unable to submit your claim online, you can contact the AXA Travel Claims team by phone on +44 (0) 203 859 9317
Or, to make a Gadget Cover claim please contact:
Taurus Insurance Services Limited,
For online claims: https://tiga.taurus.claims/#/home
Email: puffin.tiga@taurus.gi
Call:0330 020 0032
For all sections except Gadget Cover and Scheduled Airline Failure, please visit the AXA Travel portal using the following link : hub.puffin.uk.axa.travel/
You will need to create an AXA Travel account or log in to your existing account if you're already an AXA Travel account holder.
If you are unable to submit your claim online, you can contact the AXA Travel Claims team by phone on +44 (0) 203 859 9317
To make a Gadget Cover claim please contact:
Citymain Administrators Ltd., 3000 Lakeside, North Harbour, Western Road, Portsmouth, PO6 3EN
Call: 0333 999 7932
If you are the lead policyholder, you can also make a gadget claim here www.eclaimcity.co.uk you'll need your email address and postcode as well as your policy reference
To make a Scheduled Airline Failure Insurance claim please contact:
IPP Claims at Sedgwick, Oakleigh House, 14-15 Park Place, Cardiff CF10 3DQ. United Kingdom
Call: +44 (0)345 266 1872
Call: 0333 772 0346 (Mon-Fri: 9:00 - 17:00)
(For policies which have a start date before 1st July 2024)
Your pet insurance claims will be administered by Trent-Service. To request a claims form you can contact them on:
Call: 01285 626020
e-mail: admin@trent-services.co.uk
(For policies which have a start date on or after 1st July 2024)
Delays in Pet Claims handling
Covea Insurance is currently experiencing a higher than expected volume of pet insurance claims, so it is possible you could experience a delay before you hear back from them. Rest assured, additional resources have been deployed to reduce the number of outstanding claims.
We apologise for the current situation, as this does not align to the usual high standards you'd expect, but your claim is being considered in the usual way, it's just taking a little longer than normal.
We thank you for your patience and understanding.
Your pet insurance claims will be administered by Covéa Insurance plc. You can download a claims form here
You can contact them on:
Call: 0330 024 2606
e-mail: claims@petadminteam.com
Download the app from https://firstvet.com/uk/ and select ‘PuffinInsurance.com’ when creating an account
For details on how to make a complaint against the underwriters or claims process, please read your policy wording. For complaints about the sale or administration of your policy, please read our complaints process or contact us with your concerns at customerservice@puffininsurance.com