Frequently Asked Questions

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Travel Insurance FAQ (Frequently Asked Questions)

Below are a series of questions that we've found customer often ask us about our Travel Insurance policies. If you don't find the answer to your question here, please don't hesitate to call us or email us on CustomerService@PuffinInsurance.com.

Policy Queries

What is the maximum age and trip duration on an Annual Policy?

Each Annual Policy that we offer has different age limits and maximum trip duration. For example, the Bronze Policy has a maximum age limit of 65 years old and allows you to travel up to 31 days on any one trip. The Silver Policy has a maximum age limit of 70 years old and allows you to travel up to 45 days on any one trip. The Gold Policy has a maximum age limit of 75 years old and allows you to travel up to 62 days per trip.

What is the maximum age and trip duration for a Single Trip?

Our Bronze has an age limit of 65 years old, the Silver has an age limit of 70 years old and the Gold has and age limit of 85 years old. You can travel for up to a year on a Single Trip policy if you are under the age of 71. If you are aged 71 and above then you can travel for a maximum duration of one month. See policy documents for full details.

Am I covered for one way trips or emigration?

Unfortunately not, the policies that we provide are only returning trips. Therefore you would have be to departing the United Kingdom and returning back to the United Kingdom.

Can I travel independently on an Annual Policy?

Yes you are able to travel independently on the policy, as long as the following criteria is met. If you are aged 19 years or older you are eligible to travel without being accompanied by an adult. If you are aged 18 years or under you are unable to travel independently on the policy.

How many times can I travel on an Annual Policy?

You can travel as many times as you like, as frequently as you want, as long as it’s not exceeding the maximum trip duration (on any one trip) of the policy you choose to purchase.

Am I covered for cancellation if a family member becomes ill?

You will be covered for cancellation on the policy if a family member becomes ill if this is due to a new or unforeseen medical condition. If family member is one of the travelers insured on the policy and the medical condition has been approved (with the correct additional premium being paid) then you will be covered. If a non-travelling family member becomes ill due to a pre-existing medical condition you will not be covered. See policy documents for full details.

Can I purchase a policy if I don’t live in the UK?

Unfortunately not, you have to be a resident of the United Kingdom to be eligible to purchase a policy. This means you need to have lived in the UK for a period of six months or longer out of the previous twelve months.

What do I do if my documents are incorrect?

If you find any faults with your documentation then you should contact the Customer Service Team on 0333 772 0346 or CustomerService@PuffinInsurance.com.. A friendly colleague will be able to amend any incorrect information on your policy documents and resend an updated copy to you straight away.

Can I change my mind on the policy?

Yes, there is a fourteen day cooling off period in which to get a full refund. This is provided that you haven’t travelled or claimed on the policy. See policy documents for full details.

Medical Queries

What is a Medical Screening?

A series of questions which assesses your medical health. You are able to complete the Medical Screening online or over the phone with a friendly Customer Service Adviser. We will not pass on any of your personal information to any third parties that are not directly involved in the sale or servicing of your policy. All your personal and medical details are securely stored in accordance with the Data Protection Act 1998.

Do I have to declare medical conditions?

Yes, you must declare full medical details. It is a legal requirement that all the information you provide to us throughout the life of the policy must be full, accurate and not misleading. If you are declaring a medical condition on behalf of yourself or another traveler on the policy, you must have full knowledge and permission to do so. Failure to disclose full medical details including all medications taken may result in a claim being denied.

Can I choose to have my medical conditions excluded?

Each customer is screened individually and the medical conditions are then accessed. Depending on what the different medical conditions are, your age and what destination you will be travelling to you may be able to have them excluded. Although this would need to be confirmed and approved in advance before the purchase of the policy.

I’m currently undergoing tests, can I still get cover?

If you are undergoing routine tests and investigations or waiting for the results of these then we can assess your medical conditions by contacting the Customer Service Team on 0333 772 0346. If you are waiting for tests/scans/biopsies or any other medical investigations regarding an undiagnosed symptom, then we are unable to provide cover for this. Although, once you have the results of the tests and investigations you can contact us on 0333 772 0346 and a Customer Service Adviser will try there utmost to see if we can provide cover.

What do I do if I am diagnosed with a new medical condition?

If you are diagnosed with a new medical condition, have a change in medication or have a change in a pre-existing medical condition then you must contact the Customer Service Team and they will help you through declaring the new change in health.

Can I travel if I’m pregnant?

Our policies include emergency medical expenses cover for pregnancy and childbirth from week 0 to week 28 whilst you are away. From week 29 to week 40 there is no cover for normal pregnancy and normal childbirth or cancellation. We highly recommend that you read the full details which can be found on page 8 of the policy documents for more information.