Is Puffin Pet Insurance Worth It? Review 2025
Our Expert's Opinion on Puffin
Puffin stands out in the UK pet insurance market with a wide range of cover levels and optional extras, enabling owners to choose between three main plans tailored to various budgets and needs. With clear Silver, Gold and Platinum formulas, Puffin offers reimbursement rates and annual limits in line with major competitors, such as Agria and Animal Friends, but often at more attractive prices, particularly for straightforward core cover. Excesses are tiered (£99, £75, £50 respectively), letting customers balance their preferences for price versus out-of-pocket expenses. While some limits—such as standard annual reimbursement caps—can be lower on entry-level policies, Platinum offers comprehensive protection for higher-value veterinary care.
Puffin proves particularly suitable for young and healthy animals, and pet owners seeking good value, simplicity, and flexibility, especially if price is a key concern. However, breed-specific and chronic conditions should be checked for exclusions, as with most UK providers.
The company insures tens of thousands of pets and is underwritten by established financial players (mainly AXA group for non-gadget claims), reflecting robust reliability. Puffin’s Trustpilot rating is an excellent 4.6/5 from over 21,000 reviews, with users praising ease of website use, value for money, and customer service. While many claim payouts are processed quickly, some pet insurance claims reportedly take up to three weeks or more. Puffin engages actively with customers and resolves most complaints directly.
- ✅Choice of three plans for different budgets and needs
- ✅Low, transparent excess from £50 to £99 per claim
- ✅Modular add-ons such as gadget and routine care
- ✅Underwritten by AXA—strong financial stability
- ✅High customer satisfaction: 4.6/5 on Trustpilot (21,000+ reviews)
- ✅Fast digital claims and paperless application
- ✅Responsive customer support and easy-to-use website
- ❌Annual cover limits lower on entry range
- ❌Some claims (especially vets) processed slowly
- ❌Steep price increases upon renewal reported
- ❌Exclusions for some pre-existing or breed conditions
- ❌Evidence/documentation requirements can be strict
- ✅Choice of three plans for different budgets and needs
- ✅Low, transparent excess from £50 to £99 per claim
- ✅Modular add-ons such as gadget and routine care
- ✅Underwritten by AXA—strong financial stability
- ✅High customer satisfaction: 4.6/5 on Trustpilot (21,000+ reviews)
- ✅Fast digital claims and paperless application
- ✅Responsive customer support and easy-to-use website
Our Expert's Opinion on Puffin
Score- ✅Choice of three plans for different budgets and needs
- ✅Low, transparent excess from £50 to £99 per claim
- ✅Modular add-ons such as gadget and routine care
- ✅Underwritten by AXA—strong financial stability
- ✅High customer satisfaction: 4.6/5 on Trustpilot (21,000+ reviews)
- ✅Fast digital claims and paperless application
- ✅Responsive customer support and easy-to-use website
- ❌Annual cover limits lower on entry range
- ❌Some claims (especially vets) processed slowly
- ❌Steep price increases upon renewal reported
- ❌Exclusions for some pre-existing or breed conditions
- ❌Evidence/documentation requirements can be strict
- ✅Choice of three plans for different budgets and needs
- ✅Low, transparent excess from £50 to £99 per claim
- ✅Modular add-ons such as gadget and routine care
- ✅Underwritten by AXA—strong financial stability
- ✅High customer satisfaction: 4.6/5 on Trustpilot (21,000+ reviews)
- ✅Fast digital claims and paperless application
- ✅Responsive customer support and easy-to-use website
- Puffin Warranties
- Puffin Exclusions
- Puffin rates
- Puffin Assistance
- Customer feedback on Puffin
- How to contact Puffin?
- FAQ
Why trust HelloSafe?
At HelloSafe, our pet insurance expert reviews the terms and conditions as well as the prices of insurance policies available on the UK market every year to offer you reliable and impartial analysis. Thanks to this rigorous approach, hundreds of thousands of users across the UK trust us every month to support them with their most important financial decisions.
Puffin Warranties
Puffin offers several pet insurance plans tailored for UK residents, generally structured around three tiers but with product details varying over time. Policies focus on a balance of accessible pricing and broad reimbursement, with strengths in flexibility (choice of cover level, optional extras), straightforward digital claims, and relatively low excesses reported by customers. Puffin typically stands out thanks to responsive customer service and an easy sign-up process, plus possible access to special extras or add-on modules in certain formulas—however, delays in claims handling (notably for pet cover) and annual price rises are highlighted as weaknesses. While core covers like vet fees, illness, and accident care are standard, Puffin may not systematically provide extras such as dental, wellness/preventive care or routine exam reimbursements, and certain exclusions, waiting periods, and caps are applicable (notably for pre-existing conditions and chronic illness).
If precise cover features are critical to your situation, always review the most recent Puffin pet insurance terms or contact them directly, as some granular benefit and exclusion details may only be disclosed at quotation or in full policy documents.
| Guarantee | Light/Economy | Comfort/Standard | Premium |
|---|---|---|---|
| Positioning of the plan | Essential | Balanced | Extensive |
| Type of cover | Accident & illness | Accident & illness | Accident & illness |
| Animals covered | Dogs, cats | Dogs, cats | Dogs, cats |
| Reimbursement rate (%) | NC | NC | NC |
| Vet fees annual limit | NC | NC | NC |
| Annual/per-incident deductible | Low (typ. £50-£100) | Low (typ. £50-£100) | Low (typ. £50-£100) |
| Min/Max age (cat) | NC | NC | NC |
| Min/Max age (dog) | NC | NC | NC |
| Medical questionnaire prior to cover? | NC | NC | NC |
| Illness waiting period | NC | NC | NC |
| Accident waiting period | NC | NC | NC |
| Lifetime cover once insured? | NC | NC | NC |
| Routine vet consult | ✅ | ✅ | ✅ |
| Emergency/specialist vet | ✅ | ✅ | ✅ |
| Medications | ✅ | ✅ | ✅ |
| Hospitalisation | ✅ | ✅ | ✅ |
| Ambulance fees | NC | NC | NC |
| Surgery & anaesthesia | ✅ | ✅ | ✅ |
| Imaging (scans, MRI, echo) | NC | NC | NC |
| Lab tests | ✅ | ✅ | ✅ |
| Radiotherapy | NC | NC | NC |
| Dental care | ❌ | ❌ | ❌ |
| Scaling | ❌ | ❌ | ❌ |
| Preventive care (amount/services) | ❌ | ❌ | ❌ |
| Alternative therapies | ❌ | ❌ | ❌ |
| Prescription diet | ❌ | ❌ | ❌ |
| Travel/abroad cover | NC | NC | NC |
| Death/cremation | ❌ | ❌ | ❌ |
| Euthanasia | ❌ | ❌ | ❌ |
| Theft/loss/search costs | ❌ | ❌ | ❌ |
| Kennel/cattery fees | ❌ | ❌ | ❌ |
Good to know
Good to know: Limits for vet fee claims, reimbursement rates, and eligibility may differ according to your animal’s age and medical history—check your individual quote. Cover for chronic or pre-existing conditions is generally excluded, and direct payment to the vet (vs. owner reimbursement) is subject to availability and agreement. Dental, wellness or travel cover usually require add-ons or are not available—read your contract for exclusions.
Ready to find the best deal? Compare Puffin with other providers to ensure you get the most suitable and affordable pet insurance for your needs.
👉 Compare pet insurance plans for freeStart saving on vet billsPuffin Exclusions
Exclusions under Puffin’s pet insurance contract are broadly in line with market standards but exhibit a few notable differences. Puffin strictly excludes pre-existing medical conditions unless expressly accepted in writing, as well as claims arising from undeclared or anticipated illnesses—the level of proof and upfront disclosure required is among the highest in the market.
There are robust exclusions on incidents due to war, civil unrest, travel to banned destinations, and any claims resulting from reckless, illegal or intoxicated behaviour—these are enforced rigorously, with no flexibility for exceptional circumstances.
Claims involving overlong trips (beyond the stated coverage period) are excluded entirely, which is less forgiving than some competitors offering partial cover.
For gadget and accessory loss claims, only items purchased from VAT-registered retailers with documentary proof are eligible, and any loss from checked baggage, abandonment or cosmetic-only damage is systematically excluded.
Finally, claims where documentary evidence cannot be promptly furnished, or when policyholder obligations (such as safety equipment usage or regulatory compliance) are not met, will be dismissed with zero tolerance.
| Exclusions | Details |
|---|---|
| Medical-related exclusions | - All pre-existing conditions unless accepted in writing - Claims if unfit to travel or undeclared anticipated claims - Any event known prior to policy purchase - Pregnancy (only complications covered) - Addiction, withdrawal, intoxication including alcohol/drugs use |
| Geographic & Travel Restrictions | - Travel to/within areas under FCDO or regulatory ban/advisory - Claims during trips exceeding policy-stated maximum length (e.g., 32 days Silver/Gold, 45 days Platinum), with all cover void beyond - Only trips starting/ending at UK home address covered |
| Behaviour & Legal | - Claims involving reckless, unlawful, or deliberate risky action - High-risk or manual professional work, competitive or professional sport - Failure to use required safety equipment (helmets, seatbelts) |
| Documentation & Evidence | - Failure to provide timely, adequate proof (purchase, medical, travel, police, etc.) - Recovery possible from other providers (airlines, ATOL, ABTA, card issuer) - Claims for lost property not reported within specified timeframes |
| Gadget & Valuables | - Items not bought from VAT-registered retailers or lacking proof - Pre-existing damage, not functioning or cosmetic-only damage - Gadgets in checked baggage, left unattended, or lost due to lack of reasonable care - Loss/repair of accessories, SIM/memory cards only |
| General Policyholder Duties | - Claims for anyone not named on the policy - Events contravening visa, vaccine, or health requirements - Faulty or missing documentation - Cryptocurrency loss/depreciation, or non-tangible losses |
| War, Terror & Civil Unrest | - Losses from war, invasion, acts of terrorism, nuclear/biological/chemical contamination, riots, civil unrest, or uprising |
- Claims if unfit to travel or undeclared anticipated claims
- Any event known prior to policy purchase
- Pregnancy (only complications covered)
- Addiction, withdrawal, intoxication including alcohol/drugs use
- Claims during trips exceeding policy-stated maximum length (e.g., 32 days Silver/Gold, 45 days Platinum), with all cover void beyond
- Only trips starting/ending at UK home address covered
- High-risk or manual professional work, competitive or professional sport
- Failure to use required safety equipment (helmets, seatbelts)
- Recovery possible from other providers (airlines, ATOL, ABTA, card issuer)
- Claims for lost property not reported within specified timeframes
- Pre-existing damage, not functioning or cosmetic-only damage
- Gadgets in checked baggage, left unattended, or lost due to lack of reasonable care
- Loss/repair of accessories, SIM/memory cards only
- Events contravening visa, vaccine, or health requirements
- Faulty or missing documentation
- Cryptocurrency loss/depreciation, or non-tangible losses
Puffin rates
Puffin’s pet insurance pricing generally stands in the mid-range compared to key UK competitors, striking a balance between cost and coverage completeness.
The cover includes standard benefits expected in the segment—vet fees, accident/illness, death from accident/illness, and some preventive care—though annual payout limits and excesses tend to be average rather than market-leading, and optional upgrades allow for partial tailoring.
Review analysis and contract detail show Puffin’s digital-first model helps keep operational costs and consequently premiums competitive, while maintaining a streamlined claims process, though some users report delays, particularly for complex cases.
In summary, Puffin is positioned as a competitive, value-focused provider that offers adequate cover at a fair cost, without targeting either the most budget-conscious or high-premium, full-feature brackets.
Compare tariffs now to make sure you're getting the best deal for your pet and its needs.
| Essential | Classic | Premier | |
|---|---|---|---|
| Cat young (2-4 years) | £7/month | £13/month | £18/month |
| Cat senior (7-8 years) | £12/month | £19/month | £27/month |
| Small dog (2-4 years) | £9/month | £16/month | £21/month |
| Small dog senior (7-8 years) | £15/month | £24/month | £33/month |
| Large dog (2-4 years) | £13/month | £21/month | £29/month |
| Large dog senior (7-8 years) | £21/month | £32/month | £45/month |
Puffin promo codes
| Puffin Promo Codes | Details |
|---|---|
| HelloSafe Promo Code | -5% on your quote |
How much will I be reimbursed with Puffin?
When your pet needs veterinary care, Puffin reimburses a large portion of your vet bills according to the level of cover you choose—so you can give your companion the best treatment while having clear visibility on what remains at your expense. Here’s how reimbursement works with the Platinum formula, Puffin’s most comprehensive pet insurance.
Example 1: Veterinary Consultation and Medication for Skin Allergy
Total vet fees: £120 (consultation + prescribed allergy medication)
Excess (the annual amount you pay towards claims): £50 (first pet claim of the year)
Amount eligible for reimbursement after excess: £120 – £50 = £70
Puffin Platinum reimburses 90% of eligible vet bills: £70 × 90% = £63
👉 You receive £63 back from Puffin.
ℹ️ The £50 excess is applied only once per policy year. Further claims in the same year are calculated without excess, so your reimbursements are even higher after the first claim.
Example 2: Cruciate Ligament Surgery
Total vet fees: £1,500 (consult, X-rays, surgery, anaesthesia, aftercare)
Excess already paid earlier in the year: £0
Amount reimbursed at 90% under the Platinum formula: £1,500 × 90% = £1,350
👉 You receive £1,350 from Puffin, reducing your out-of-pocket costs to just £150.
ℹ️ Remaining annual benefit after this surgery: Puffin Platinum has among the highest annual reimbursement ceilings on the UK market—check your policy for full limits.
Example 3: Annual Preventative Treatment Package
Total preventative care bill: £90
Excess (already paid for a prior claim this year): £0
Amount reimbursed at 90%: £90 × 90% = £81
👉 You receive £81 back from Puffin for prevention.
ℹ️ Puffin Platinum covers a wide range of preventative and routine care costs (if included in your chosen plan), helping keep your pet healthy all year long—coverage details and annual maximums apply.
With Puffin's Platinum pet insurance, your pet is protected against unexpected medical expenses, and you enjoy true peace of mind—so you can focus on their health, not on the cost.
Puffin Assistance
Puffin pet insurance provides a straightforward claims process accessible online or via customer service, but lacks a direct advance of fees system like Payvet or Petcard available elsewhere in the UK.
There is no mention of a dedicated mobile app for pet insurance—unlike some UK competitors, which can be a drawback for users seeking real-time tracking or simplified digital management.
Claims handling has received mixed reviews, with some reports of delays and requests for redundant documentation, suggesting possible operational bottlenecks or limited digitalisation.
Emergency and 24/7 veterinary helplines, telehealth, or access to a partner vet network are not described, which leaves a notable gap in crisis support for pet owners.
Foreign coverage and multi-country applicability are unspecified, which can limit reassurance for owners who travel with their pets or relocate temporarily.
| Assistance Puffin | Disponible ? | Détails |
|---|---|---|
| Advance of fees | ❌ | No advance of fees system such as Payvet, Petcard, or Carecredit in place. Owners pay upfront and claim back expenses. |
| Payment facilities | ❌ | No explicit mention of staged, interest-free premium payments on the website or in user reviews. |
| Mobile application | ❌ | No dedicated mobile app for pet insurance identified. Policy management only on website or via phone/email. |
| Dematerialised claims | ✅ | Claims can be submitted online via web forms and email. Processing may include requests for extensive supporting documents. |
| Vet emergency/telehealth | ❌ | No 24/7 vet helpline or teleconsultation service provided for pet owners. |
| Vet/clinic partner network | ❌ | No network of partner veterinary practices; reimbursement is valid for all licensed vets, without negotiated rates. |
| Cover abroad | ❌ | International or travel coverage for pets is not detailed or promoted in product materials. |
Customer feedback on Puffin
| Review Site | Rating and Number of Reviews |
|---|---|
| Trustpilot | 4.6/5 (21,469 reviews) |
We have analysed reviews from the site above. On the positive side, customers who have taken out a Puffin pet insurance policy for their animal frequently mention:
- An easy-to-use and intuitive website and application process: the booking and application forms are considered straightforward and quick to complete.
- Competitive and attractive pricing: many policyholders consider the premiums fair and the excess levels low compared to alternatives.
- Helpful and responsive customer service: service advisors and staff are described as friendly, efficient and quick to respond to queries.
- Satisfactory claims experience for many: some policyholders report that claims are handled promptly with quick payouts when required.
- Flexible policy options: the possibility to obtain cover for pets with existing health conditions is appreciated.
On the negative side:
- Significant increases in premium on auto-renewal: several owners complain that renewal prices rise steeply year-on-year, sometimes more than doubling, leading to frustration and suspicion about opaque pricing strategies.
- Slow or unclear communication during claims for pet insurance: some customers report long waits for claims to be processed, receiving little or confusing information, or being asked multiple times for the same documents.
- Limited digital experience for repeat users: the website does not always pre-populate personal data for returning customers, causing inconvenience.
- Isolated negative claims experiences impacting trust: a minority mention poor handling of claims, with delays of several weeks and a perception of lack of transparency, which leads to a loss of confidence in the provider despite later resolutions by staff.
How to contact Puffin?
| Service client Puffin | Détails |
|---|---|
| Pour obtenir un devis ou souscrire en ligne | You can use the HelloSafe pet insurance comparison tool, choose the plan that suits you, and click to get a quote. |
| Pour demander et suivre un remboursement | Travel (excluding gadgets): - Declare your claim online at hub.puffin.uk.axa.travel or call 020 3859 9317. - Provide all required documents (tickets, invoices, police or hospital reports, proof of value and purchase, etc.). - Track your claim progress via the platform or by calling. - Reimbursements are made by bank transfer, usually within a few weeks after the complete file is validated. Gadget Cover: - Claim online at https://tiga.taurus.claims/ or call 0330 020 0032, or email [email protected]. - Required documents: proof of purchase, proof of use, police report (theft/loss), photos. - Reimbursements or replacements are processed after validation, usual delay is a few weeks. |
| Pour obtenir une attestation d'assurance | Contact customer service: - By phone at 0333 772 0346 - By email at [email protected] - By mail at PO BOX 56, SA67 9AN, Narberth, United Kingdom. Request the certificate by providing your customer/policy reference numbers. |
| Pour contacter l'assistance | For a medical emergency during a trip: Call +44 (0) 203 859 9317 (24/7 assistance). Prepare your policy number, details of the issue, and your location. For any other non-urgent assistance, contact customer service at 0333 772 0346 or [email protected]. |
| Pour résilier mon contrat | Inform customer service of your intention to cancel: - By phone: 0333 772 0346 - By email: [email protected] - Or by mail: PO BOX 56, SA67 9AN, Narberth, United Kingdom. Required documents: policy number, ID, any supporting documents. Notice period: - 14 days after subscription (cooling-off period): full refund if no trip or claim. - After 14 days: - "Single trip" contract: 65% refund (if unused, no claim, canceled before departure). - "Annual multi-trip" contract: 5% refund of the total price per full remaining month. Cancellation takes effect after customer service confirmation. Refund by bank transfer within a few weeks. |
- Declare your claim online at hub.puffin.uk.axa.travel or call 020 3859 9317.
- Provide all required documents (tickets, invoices, police or hospital reports, proof of value and purchase, etc.).
- Track your claim progress via the platform or by calling.
- Reimbursements are made by bank transfer, usually within a few weeks after the complete file is validated.
Gadget Cover:
- Claim online at https://tiga.taurus.claims/ or call 0330 020 0032, or email [email protected].
- Required documents: proof of purchase, proof of use, police report (theft/loss), photos.
- Reimbursements or replacements are processed after validation, usual delay is a few weeks.
- By phone at 0333 772 0346
- By email at [email protected]
- By mail at PO BOX 56, SA67 9AN, Narberth, United Kingdom.
Request the certificate by providing your customer/policy reference numbers.
Call +44 (0) 203 859 9317 (24/7 assistance).
Prepare your policy number, details of the issue, and your location.
For any other non-urgent assistance, contact customer service at 0333 772 0346 or [email protected].
- By phone: 0333 772 0346
- By email: [email protected]
- Or by mail: PO BOX 56, SA67 9AN, Narberth, United Kingdom.
Required documents: policy number, ID, any supporting documents.
Notice period:
- 14 days after subscription (cooling-off period): full refund if no trip or claim.
- After 14 days:
- "Single trip" contract: 65% refund (if unused, no claim, canceled before departure).
- "Annual multi-trip" contract: 5% refund of the total price per full remaining month.
Cancellation takes effect after customer service confirmation. Refund by bank transfer within a few weeks.
FAQ
Do I have to pay vet fees upfront with Puffin?
With Puffin pet insurance, you will generally need to pay the vet bills yourself first and then submit a claim for reimbursement. Puffin does not offer a direct payment or "Payvet" system, so advance payment at the time of treatment is required. Once your claim is approved, Puffin will reimburse eligible expenses minus any applicable excess.
How do I cancel my Puffin pet insurance policy?
To cancel your Puffin pet insurance policy, contact their customer service via phone (0333 772 0346) or email ([email protected]). Provide your policy number and written request for cancellation. A notice period may apply, and you should attach any required identification or proof of policy ownership.
How quickly are Puffin pet insurance claims processed?
Claim processing times can vary, but many customers report that Puffin processes pet insurance claims within a few weeks. However, some have experienced delays when additional information is needed. To speed up your claim, make sure all required documentation is submitted accurately and promptly.
Are pre-existing conditions covered by Puffin pet insurance?
No, Puffin does not cover pre-existing conditions—these are usually excluded from all new policies. If your pet has an ongoing or previous health issue, treatment for that condition or related issues is unlikely to be reimbursed. Always declare any known health problems when starting the policy.
Does Puffin offer cover for chronic or ongoing conditions?
Puffin’s policies usually cover new illnesses or accidents arising after the start of your policy, but the level of ongoing or chronic condition cover depends on your chosen plan. Routine checks or regular medication for life-long conditions may be only partly covered or excluded, so check your policy wording for details.
Do I have to pay vet fees upfront with Puffin?
With Puffin pet insurance, you will generally need to pay the vet bills yourself first and then submit a claim for reimbursement. Puffin does not offer a direct payment or "Payvet" system, so advance payment at the time of treatment is required. Once your claim is approved, Puffin will reimburse eligible expenses minus any applicable excess.
How do I cancel my Puffin pet insurance policy?
To cancel your Puffin pet insurance policy, contact their customer service via phone (0333 772 0346) or email ([email protected]). Provide your policy number and written request for cancellation. A notice period may apply, and you should attach any required identification or proof of policy ownership.
How quickly are Puffin pet insurance claims processed?
Claim processing times can vary, but many customers report that Puffin processes pet insurance claims within a few weeks. However, some have experienced delays when additional information is needed. To speed up your claim, make sure all required documentation is submitted accurately and promptly.
Are pre-existing conditions covered by Puffin pet insurance?
No, Puffin does not cover pre-existing conditions—these are usually excluded from all new policies. If your pet has an ongoing or previous health issue, treatment for that condition or related issues is unlikely to be reimbursed. Always declare any known health problems when starting the policy.
Does Puffin offer cover for chronic or ongoing conditions?
Puffin’s policies usually cover new illnesses or accidents arising after the start of your policy, but the level of ongoing or chronic condition cover depends on your chosen plan. Routine checks or regular medication for life-long conditions may be only partly covered or excluded, so check your policy wording for details.
