If you need help with a new policy, renewal, or if you need to make a change to your existing policy:
Email: CustomerService@PuffinInsurance.com
Call: 0333 772 0346
Opening hours: Mon–Fri, 9:00 – 17:00
Please have your policy or quote number ready when contacting us.
For Travel Policies:
Online: Puffin Travel Portal
– Manage your travel policy
– View your policy documents
– Update your auto-renewal preference
24/7 Emergency Assistance: +44 (0)2038 599 317
Travel insurance general enquiries & claims (excluding Gadget Cover):
Online: AXA Travel Portal
– Chat with our AI assistant if you have questions about your coverage
– Submit a claim or track progress online
Call: +44 (0)203 859 9317
Opening hours: Mon–Fri, 9:00 – 17:00
Gadget Cover claims:
Online: Taurus Gadget Claims Portal
Email: puffin.tiga@taurus.gi
Call: 0330 020 0032
Free 24/7 Virtual Vet with FirstVet:
Get quick advice from qualified vets anytime.
Online: First Vet Consultation
Claims for policies starting on or after 10 July 2025:
Online: Trent Services Pet Claims Portal
Email: admin@trent-services.co.uk
Call: 01623 638 751
Claims for policies before 10 July 2025:
Important Update on Covea Pet Claims Service
Covéa’s claims service is currently experiencing significant delays due to high volumes and operational strain. We understand how frustrating this can be and sincerely apologise for any inconvenience caused. Please read our guide for important information on how to make a claim.
Claims form: Link
Email: claims@petadminteam.com
Call: 0330 024 2606
For complaints about your underwriters or a claim, see your policy wording for details.
If your complaint is about how your policy was sold or managed, please read our complaints process or email us at CustomerService@PuffinInsurance.com
To cancel your policy:
Please email us with your policy number, whether you’ve travelled, if you intend to claim, and your reason for cancellation.
To opt out of travel auto-renewal:
Log into Puffin Travel Portal or email us with your name and policy number.
Email: CustomerService@PuffinInsurance.com