Who are we?

We are specialists in Travel Insurance and Pet Insurance. Our philosophy is simple:

• Provide great value Travel and Pet Insurance
• A simple and helpful website and call centre to make buying simple
• Great customer service and underwriters if you need to make a claim.

We can do this because we're focused on just these products. We always strive to keep our costs low. We spend all our time and effort focusing on servicing our customers. Such as enhancing our product, refining our website and many other things. It ensures we deliver great value products with great customer service and a simple website.

Who underwrites you?

For policies that start on or after 10th July 2025

Your pet insurance is underwritten by Great Lakes Insurance UK Limited. Great Lakes Insurance UK Limited are authorised by the Prudential Regulation Authority. Great Lakes Insurance UK Limited is a company incorporated in England and Wales with company number 13436330 and whose registered office address is 1 Fen Court, London, United Kingdom, EC3M 5BN. Great Lakes Insurance UK Limited is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. Firm Reference Number 955859. You can check this on the Financial Services Register by visiting: https://register.fca.org.uk

Your claims will be administered by Trent-Services (Administration) Ltd. Trent-Services (Administration) Ltd are a UK claims specialist with great experience in handling Pet Insurance and other insurance.

For policies that started before 10th July 2025

Your policy is underwritten by Covéa Insurance plc. Covéa Insurance plc. is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority. Prudential Regulation Authority number 202277.

Your claims will be administered by Covéa Insurance plc.

Where we're based

Puffin Group UK Ltd are based in Wales. Our customer service contact centre is based in Cardiff.

Policies

What types of policy do you offer?

We offer two types: Lifetime and Maximum Benefit. Our Lifetime policies cover vet costs up to an annual vet fee limit. This refreshes every year when you renew your policy. Our Maximum Benefit policies cover vet costs for each condition. This is for the duration of your pet’s life, provided you renew.

What do your policies cover?

Pet insurance policies can help to pay for unexpected costs for pets. Such as veterinary treatment for accidents and illnesses. These can include cuts, broken bones, injuries, infections and illnesses. If your vet recommends your pet for a scan or tests, we can cover the costs for this. Complementary therapies like Physiotherapy or Hydrotherapy can also be covered. This must be recommended by your vet and carried out by a qualified professional.

We can provide cover if your pet has been stolen or goes missing. We can cover the purchase price if your pet passes away or does not return. This is only if proof of purchase is provided.

We can provide cover for Third Party Liability (dogs only). This is if your pet damages someone else’s property or causes injury.

For a full breakdown of what our policies cover and don’t cover, please visit our page.

What are the limits on the policies?

The policy limits differ, depending on what policy you choose. We have Vet Fee limits ranging from £3,500 to £10,000. Our limit for Third Party Liability on every policy is £1m.

For full details on the policy limits, please visit page.

Is dental work covered?

We cover dental treatment required as a direct result of an accident. Your pet must have had a dental examination by a vet within the 12 months before the injury. We do not cover dental illness.

Do you cover pre-existing conditions?

Pre-existing conditions are medical conditions that existed before the date you took your policy out – whether they have been diagnosed or not. Unfortunately, our policies don’t cover pre-existing conditions. Please see the for further information.

What pets do you cover?

We can provide cover for over 400 different breeds of dogs. This includes crossbreeds, mongrels and many breeds of cat. To find out if we can cover your pet, fill in our 'get Pet Quote' page. There are criteria that must be met to take out a policy. Details are in our policy documents but in summary:

• Your pet must be older than 8 weeks. But no older than 8 years (dogs) and 10 years (cats) when you purchase the policy.
• Your pet(s) are not and will not be used for breeding purposes. Or for guarding, coursing, security or racing. Or for any business, trade, or profession.
• Your pet(s) live with you at the UK address you provided. This must be for at least 10 months a year. You must be their owner and keeper. There cannot be alcohol sold at this property.
• Your pet(s) are not a breed that appears in our . This includes pet(s) that have been crossed or mixed with any of these breeds.
• Your dog(s) have never attacked, bitten, or shown aggressive tendencies. Towards another person or animal. Or have ever had any concerns raised about their behaviour.
• Your dog(s) have never caused an accident or been subject to legal action.
• Your dog(s) are micro-chipped and the details stored on the chip are up to date.
• Your pet(s) are not showing any signs of illness, injury or being unwell. And you have not observed any signs of illness or consulted a vet.

When does my cover start?

There are waiting periods that apply to your policy. These mean there is no cover for:

• Any injury that happens within the first 48 hours of your policy starting.
• Any illness that happens within the first 14 days of your policy starting.
• Any cruciate ligament problems that happen within the first 30 days of your policy starting.

Please see the policy terms and conditions for further information.

Claims

What are my excesses?

There is a fixed excess of £110 for vet fees. You'll pay this each policy year for each new condition or incident. You'll also need to pay 20% of the remaining vet fees after the fixed excess. If your pet is 12 or older, this goes up to 25%.

The excess for Third Party Liability Claims is £250.

Can you pay my vet?

Yes, if your Vets are happy for us to pay them directly, we can do this.

How long do you normally take to assess my claim?

We will typically assess claims within 5 working days.

Changes

Can I change my payment details or payment date?

You can change your details at any time once the first instalment has been taken. Then you are free to change your details or your payment date. To do so, please contact us via:

• email (customerservice@puffininsurance.com)
• telephone (0333 772 0346)
• by post (Puffin Insurance, PO Box 56, Narberth, SA67 9AN)

Can I change my level of cover?

You can change your level of cover at renewal. This can only be changed to a lower level of cover. Once this has changed, it can’t be changed back to any higher level of cover.

Do I need to keep my details and my pets’ details up to date?

Yes, you will need to keep your details, and your pets’ details, up to date. Please contact us if:

• Anything noted on your Policy Schedule is not correct. Such as address, contact details, bank details.
• You find out information that you didn’t know before your policy started. Such as the pet’s breed is different, pet’s date of birth is different).
• Your pet is diagnosed with a behavioural illness. Or there are any changes in their behaviour. For example aggressive tendencies or aggressive behaviour shown. Incidents where your dog has caused injury to someone or an animal. Or any health conditions which may affect how your dog behaves.
• Your pet passes away, or you sell your pet. Or transfer ownership of your pet to another person.

Payments

How do I pay for the policy?

You can pay by credit or debit card for one years’ cover. You can also pay monthly, by direct debit, at no extra cost. Both options include Insurance Premium Tax, charged at the current rate.