If you think you may need extra help at any stage of your insurance journey, we're here for you.
Call us: 0333 772 0346
Email us: customerservice@puffininsurance.com
Opening Hours: Mon - Fri, 9:00am - 5:00pm
At Puffin Insurance, we understand that life events, health conditions, financial difficulties or personal circumstances can sometimes make dealing with insurance more challenging.
We want to make sure you get the support you need. Our customer service teams receive training to help them recognise when a customer may need additional support and understand how we can adapt our service to your individual needs.
If you need any extra support at any time - whether you're buying a policy, making changes, renewing your cover or making a claim - please let us know. We'll respond to your support enquiry within 2 working days and give you the name of a member of our team who understands your circumstances and can help coordinate your support.
With your permission, we'll record the support you need on your policy so our team can refer to it when you contact us. This helps you avoid having to explain your circumstances again. We'll check with you if anything needs updating.
We can provide additional support in a way that works best for you, including:
Speak to our team if you prefer not to use a computer.
We can provide policy documents in larger text where available.
We'll explain things in simple language and avoid jargon.
We'll communicate in a way that suits you where possible.
We'll take the time you need to understand your options.
We understand that difficult life events can impact how you manage your policy.
You can ask a trusted friend, family member or representative to help, with your permission.
You can purchase your policy over the phone if you prefer.
Everyone's circumstances are different. You may need additional support permanently, temporarily, or because something unexpected has happened in your life.
e.g. physical disability, long-term illness, mental health conditions.
e.g. losing a pet, relationship breakdown, bereavement.
e.g. reduced or irregular income, debt or financial difficulty.
This could include a change in income that makes it harder to pay for vet treatment.
e.g. needing help reading or understanding written information or not feeling confident using digital services.
If you are making a claim and need additional help because of your circumstances, please contact the relevant support team below. They can help explain the process, discuss what information may be needed, and answer questions about your claim.
Contact this team if you need extra support with an existing or potential travel insurance claim.
24/7 Emergency Assistance
+44 (0)203 859 9317
Travel Insurance General Enquiries & Claim Support
Online: AXA Travel Portal
Call: +44 (0)203 859 9317
Gadget Cover Claim Support
Online: Taurus Gadget Claims Portal
Email: puffin.tiga@taurus.gi
Call: 0330 020 0032
Contact this team if you need extra support understanding or discussing a pet insurance claim.
Policies Starting On Or After 10 July 2025
Online: Trent Services Pet Claims Portal
Email: admin@trent-services.co.uk
Call: 01623 638 751
Policies Starting Before 10 July 2025
Email: claims@petadminteam.com
Call: 0330 024 2606
This is not a claims service. It is a free support service for pet insurance customers who need quick advice from a qualified vet.
Online: FirstVet Consultation
The organisations below provide free, independent support on a range of issues.
Samaritans
Confidential emotional support available 24/7.
Visit: samaritans.org
Call: 116 123
Mind
Information and support for people experiencing mental health problems.
Visit: mind.org.uk
StepChange Debt Charity
Free, impartial debt advice and solutions.
Visit: stepchange.org
Call: 0800 138 1111
Citizens Advice
Free, independent advice on a range of issues including money, benefits and consumer rights.
Visit: citizensadvice.org.uk
Call: 0808 278 7808
If you need additional support or are unsure which team to speak to, contact Puffin first and we'll help guide you.
Call us: 0333 772 0346
Email: customerservice@puffininsurance.com
Any information you choose to share with us regarding your circumstances will only be used to help us provide appropriate support and understand your needs. We will handle your information carefully and in line with our Privacy Policy.