For Travel Insurance

For emergency assistance while travelling abroad

Call our 24 hour emergency assistance team on: +44 (0) 2038 599 317

Use your Puffin MyAccount to

Or Contact us

email: CustomerService@PuffinInsurance.com

Call: 0333 772 0346 (Mon-Fri: 9:00 - 17:00)

To cancel an existing policy

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)

To opt out of auto renewal

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)

To make a travel insurance claim 

(For policies quoted after 17th August 2023)

If you're unsure about your coverage or need guidance on how to make a claim, (for all sections except Gadget Cover) please visit the AXA Travel portal using the following link: hub.puffin.uk.axa.travel/ 

When you're ready to make a claim, 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 policies quoted before 17th August 2023)

To make a claim under all sections (except Gadget Cover or Scheduled Airline Failure Insurance sections) please submit your claim online at: hub.puffin.uk.axa.travel/ 

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

For Pet Insurance

Purchase or amend an existing policy

Call: 0333 772 0346 (Mon-Fri: 9:00 - 17:00)

To make a Pet Insurance claim

(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)

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

To register with FirstVet

Download the app from https://firstvet.com/uk/ and select ‘PuffinInsurance.com’ when creating an account

To Make a Complaint 

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