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
For general enquiries and questions about your cover, use our WhatsApp chat. Our automated assistant is available 24 hours a day, with AXA agents available Tuesday to Friday, 9:00am–4:30pm.
Chat with us on WhatsApp
Scan the QR code with your phone or use the link below to start a chat.
Open WhatsApp ChatOpening hours: Mon–Fri, 9:00 – 17:00
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
Online: Taurus Gadget Claims Portal
Email: puffin.tiga@taurus.gi
Call: 0330 020 0032
Get quick advice from qualified vets anytime.
Need to set up your FirstVet account? Visit our Virtual Vet page for setup guidance and more information.
Online: First Vet Consultation
Online: Trent Services Pet Claims Portal
Email: admin@trent-services.co.uk
Call: 01623 638 751
Claims form: Link
Email: claims@petadminteam.com
Call: 0330 024 2606
If you need extra help managing your policy or claim, please visit our Additional Support page for more information on the support available.
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.