Is Puffin Pet Insurance Worth It? Our Review 2025
Our Expert's Opinion on Puffin
Puffin Travel Insurance stands out in the UK pet insurance market with a robust offering anchored by AXA’s subsidiary Inter Partner Assistance S.A., demonstrating strong financial reliability. Designed with three tiers—Silver, Gold, and Platinum—Puffin provides adaptable levels of cover, mainly differentiated by claims limits and excess amounts (£99, £75, and £50 per event respectively). Core medical and repatriation benefits are competitive, with a £10,000,000 ceiling across all formulas and up to £5,000 for trip cancellation on the Platinum plan. Cover includes emergency dental (£500), baggage, liability (£2,000,000), legal protection, and a comprehensive gadget option—unusual among mainstream providers and a clear highlight against comparators. Pricing is positioned as accessible, especially at entry levels, making Puffin a sound choice for younger pets or owners seeking broad, digital-led coverage at a competitive rate. Particularly suitable for policyholders valuing extensive activity cover, strong digital claim management, and high overall benefit limits. The contract is managed fully online with a dedicated claims portal, 24/7 medical helpline, and detailed claims procedures, contributing to overall customer satisfaction. Puffin is underwritten by AXA (Inter Partner Assistance S.A.), a major international insurer, and is covered by the FSCS protection scheme; Trustpilot scores remain strong at 4.5 out of 5 across over 100 reviews, with claim processing intervals generally within UK industry averages.
- Three coverage tiers for different budgets and needs
- Generous £10m emergency medical and repatriation limit
- Comprehensive gadget cover included and extendable
- Legal expenses and liability protection up to £2,000,000
- Wide list of sports/activities insured as standard
- Transparent documentation and exclusions
- Fully digital policy management and claims portal
- High excess on Silver and Gold plans versus some competitors
- No cover for pre-existing conditions unless agreed
- Sports competitions and high-risk activities excluded
- Value limits on baggage and items lower than some premiums
- No pandemic or government-imposed quarantine cancellation cover
- Puffin Warranties
- Puffin Exclusions
- Puffin Pricing
- Puffin Support
- Customer feedback on Puffin
- How to contact Puffin?
- FAQ
Why trust HelloSafe?
At HelloSafe, our pet insurance expert reviews the terms and pricing of 34 market-leading insurance policies every year to provide you with reliable and impartial analysis. Thanks to this dedication, thousands of users across the UK trust us each month to help them make their most important financial decisions. undefined
Puffin Warranties
Puffin offers three travel insurance plans—Silver, Gold, and Platinum—each tailored to provide comprehensive protection to UK residents, with increasing benefit caps and decreasing excess as you upgrade. Across all levels, urgent medical care and repatriation are extensively covered up to £10 million, positioning Puffin above many competitors for health security abroad, and gadget insurance is included by default (with a possible extension). The policy stands out with large baggage, cancellation, and public liability limits, but coverage for pre-existing conditions remains limited and pandemic-related issues are excluded. All plans allow easy online management and rapid claims tracking, yet important exclusions exist, such as negligence, government travel bans, or undisclosed preconditions, and coverage only applies to trips that begin and end in the UK. The option for add-ons (winter sports, cruise, gadget upgrades) enhances flexibility, making Puffin suitable for most travel profiles, though those needing cover for unusual or high-risk circumstances should examine limitations closely.
| Guarantee Name | Silver | Gold | Platinum |
|---|---|---|---|
| Plan position | Entry-level, core benefits, highest excess | Enhanced caps, lower excess | Premium, highest caps, lowest excess |
| Coverage type | Accident, illness, cancellation, legal, baggage, gadget (option: winter/cruise) | Accident, illness, cancellation, legal, baggage, gadget (option: winter/cruise) | Accident, illness, cancellation, legal, baggage, gadget (option: winter/cruise) |
| Eligible travellers | UK/Channel Islands/Isle of Man permanent residents, NHS-registered | Same as Silver | Same as Silver |
| Reimbursement rate | Up to policy limits, see benefit table | Up to policy limits, see benefit table | Up to policy limits, see benefit table |
| Annual reimbursement cap | £10,000,000 for medical/evacuation | £10,000,000 for medical/evacuation | £10,000,000 for medical/evacuation |
| Excess (per claim) | £99 per person/event | £75 per person/event | £50 per person/event |
| Age limits | Adults, under-16s capped for personal accident | Same as Silver | Same as Silver |
| Health questionnaire? | Declaration needed for pre-existing conditions | Declaration needed for pre-existing conditions | Declaration needed for pre-existing conditions |
| Illness waiting period | Not specified (excludes pre-existing, immediate coverage for new acute issues) | Not specified | Not specified |
| Accident waiting period | Immediate for insured event | Immediate for insured event | Immediate for insured event |
| Lifetime cover once insured? | Only for policy term; renewable | Only for policy term; renewable | Only for policy term; renewable |
| Typical claim processing | Rapid, online management; depends on claim complexity | Rapid, online management; depends on claim complexity | Rapid, online management; depends on claim complexity |
| Vet consultations | Not covered (travel only, not pets) | Not covered (travel only, not pets) | Not covered (travel only, not pets) |
| Medicines | Emergency prescription costs included in medical cover | Emergency prescription costs included in medical cover | Emergency prescription costs included in medical cover |
| Hospitalisation | £50/day, max £600 | £50/day, max £800 | £50/day, max £800 |
| Ambulance fees | Included in £10m medical cover | Included in £10m medical cover | Included in £10m medical cover |
| Surgery, anaesthesia | Included in £10m medical cover | Included in £10m medical cover | Included in £10m medical cover |
| Scans, MRI, ultrasound | Included if part of emergency treatment | Included if part of emergency treatment | Included if part of emergency treatment |
| Lab analysis | Included within emergency medical | Included within emergency medical | Included within emergency medical |
| Radiotherapy | Not specifically covered | Not specifically covered | Not specifically covered |
| Dental care | Urgent dental up to £500 | Urgent dental up to £500 | Urgent dental up to £500 |
| Scaling/polish | Not covered (no routine/preventive) | Not covered | Not covered |
| Vaccinations | Not covered (no preventives) | Not covered | Not covered |
| Parasiticides, worming | Not covered | Not covered | Not covered |
| Neutering/spaying | Not covered | Not covered | Not covered |
| Microchipping/ID costs | Not covered | Not covered | Not covered |
| Hygiene products | Not covered | Not covered | Not covered |
| Alternative therapies | Not covered | Not covered | Not covered |
| Countries covered/travel | Worldwide (except FCDO-banned), must start/end in UK | Worldwide (except FCDO-banned), must start/end in UK | Worldwide (except FCDO-banned), must start/end in UK |
| Death/cremation | Overseas funeral/repatriation included under medical | Overseas funeral/repatriation included under medical | Overseas funeral/repatriation included under medical |
| Euthanasia | Not covered | Not covered | Not covered |
| Theft or loss | Baggage: £1,500 (£200/item), gadgets: £1,000 | Baggage: £2,000 (£250/item), gadgets: £1,000 | Baggage: £2,500 (£350/item), gadgets: £1,000 |
| Emergency care costs | Medical included in £10m cap | Medical included in £10m cap | Medical included in £10m cap |
| Boarding/animal care | Not covered | Not covered | Not covered |
- No veterinary/animal-specific benefits; designed exclusively for human travel.
- Pre-existing conditions, negligence, and pandemic impacts broadly excluded. Gadget cover subject to higher excess.
- Add-ons: winter sports, cruise, extended gadget protection available for all levels.
Puffin Exclusions
The exclusions of the Puffin Travel Insurance contract reflect standard market practices (pre-existing conditions not covered, non-compliance with legal or governmental obligations, dangerous sports or those not explicitly covered), but some notable specifics stand out. Trips that have already started upon subscription, as well as any stay not beginning or ending in the UK, are strictly excluded, which may be surprising for multi-country insurers. Coverage ceases for any property (luggage, gadget) left unattended or in an unsecured vehicle, with gadget management excluding any device purchased outside the UK or without formal proof of purchase and proper functioning—a filtering rarely this strict among the competition. All consequences from excessive alcohol consumption or risk-judged behavior are systematically excluded, with no consideration of circumstances. Finally, the coverage does not apply in cases of a pandemic/mandatory quarantine or for administrative and medical expenses required for travel (tests, vaccines, visas), which is a gray area in many other contracts.
| Exclusions | Details |
|---|---|
| Medical | • Pre-existing conditions not declared or not covered • Consequences of excessive alcohol or drug consumption • Uncomplicated pregnancy • Expenses for medical tests, vaccines • Examination or treatment fees except in an emergency |
| Geographical and stay | • Journeys already started at the time of subscription • Stays not beginning or ending in the UK (except in the case of validated extensions) • Travel against government advice (FCDO, etc.) |
| Objects, identification, and proof | • Luggage/property left unattended or in an unsecured vehicle • Gadgets not purchased in the UK or without proof of purchase and usage • Items left out of the insured's sight/control • Travel documents (visa, passport) not obtained or invalid |
| Sports and activities | • Practice of sports/activities not expressly listed • Participation in competitions or on a professional basis • Hazardous/extreme activities excluded from optional packs |
| Fraud, behavior, and law | • Participation in illegal or criminal acts • Intentional fault, attempted fraud • Non-compliance with general terms or the claim declaration |
| Pandemic and exceptional circumstances | • Circumstances linked to a pandemic or government-mandated quarantine • Voluntary redundancy of coverages • Deductible applies unless stated otherwise |
• Consequences of excessive alcohol or drug consumption
• Uncomplicated pregnancy
• Expenses for medical tests, vaccines
• Examination or treatment fees except in an emergency
• Stays not beginning or ending in the UK (except in the case of validated extensions)
• Travel against government advice (FCDO, etc.)
• Gadgets not purchased in the UK or without proof of purchase and usage
• Items left out of the insured's sight/control
• Travel documents (visa, passport) not obtained or invalid
• Participation in competitions or on a professional basis
• Hazardous/extreme activities excluded from optional packs
• Intentional fault, attempted fraud
• Non-compliance with general terms or the claim declaration
• Voluntary redundancy of coverages
• Deductible applies unless stated otherwise
Puffin Pricing
Puffin Travel Insurance positions itself in the mid-market with a generally competitive pricing structure for the quality of coverage offered. The reimbursement limits are high, especially for medical expenses and luggage, but a significant deductible remains in the Silver version and decreases in amount for higher tiers, which modulates the contract's accessibility depending on the selected level. Fully digital management via a dedicated portal helps contain operating costs, contributing to rather well-placed rates compared to traditional players, while maintaining solid coverage, especially for common needs (baggage, cancellation, gadgets). Optional guarantees (winter sports, cruise, gadget upgrade) broaden the target audience without reducing pricing clarity or overall competitiveness. Puffin therefore targets travelers looking for a good coverage/price balance, without aiming for the most economical segment or ultra-premium policies.
| Silver (est. £/mo) | Gold (est. £/mo) | Platinum (est. £/mo) | |
|---|---|---|---|
| Young cat (2-4y) | n/a | n/a | n/a |
| Senior cat (7-8y) | n/a | n/a | n/a |
| Small breed dog | n/a | n/a | n/a |
| Sm. breed dog 2-4 | n/a | n/a | n/a |
| Lrg. breed dog 2-4 | n/a | n/a | n/a |
| Senior dog 7-8 | n/a | n/a | n/a |
Puffin promo codes
| Puffin Promo Codes | Details |
|---|---|
| HelloSafe | -5% on your quote |
How much will I be reimbursed with Puffin?
| Soin | Prix moyen | Puffin Silver | Puffin Gold | Puffin Platinum |
|---|---|---|---|---|
| Consultation vétérinaire | £45 | Remboursé £0 Reste à charge : £45 | Remboursé £0 Reste à charge : £45 | Remboursé £0 Reste à charge : £45 |
| Vaccins annuels | £60 | Remboursé £0 Reste à charge : £60 | Remboursé £0 Reste à charge : £60 | Remboursé £0 Reste à charge : £60 |
| Castration / stérilisation | £180 | Remboursé £0 Reste à charge : £180 | Remboursé £0 Reste à charge : £180 | Remboursé £0 Reste à charge : £180 |
| Fracture (opération + suivi) | £1,200 | Remboursé £0 Reste à charge : £1,200 | Remboursé £0 Reste à charge : £1,200 | Remboursé £0 Reste à charge : £1,200 |
| Détartrage dentaire | £190 | Remboursé £0 Reste à charge : £190 | Remboursé £0 Reste à charge : £190 | Remboursé £0 Reste à charge : £190 |
Reste à charge : £45
Reste à charge : £45
Reste à charge : £45
Reste à charge : £60
Reste à charge : £60
Reste à charge : £60
Reste à charge : £180
Reste à charge : £180
Reste à charge : £180
Reste à charge : £1,200
Reste à charge : £1,200
Reste à charge : £1,200
Reste à charge : £190
Reste à charge : £190
Reste à charge : £190
No veterinary cover for animals is included with Puffin Travel Insurance, regardless of the chosen plan.
The remaining cost will therefore be the full amount for all veterinary care (with or without a deductible).
Puffin Support
Puffin Travel Insurance offers 24/7 emergency medical assistance during travel, which is an essential feature for pet owners who travel.
The online portal allows for simplified claim submission and tracking for standard claims, but there is no dedicated mobile application, nor any advance payment features at the veterinarian like those offered by some specialist pet insurers.
The service does not provide veterinary teleconsultation or a network of clinics or partners for pets, which is a notable shortcoming for insurance meant specifically for animal welfare.
Administrative management is well-handled, with detailed documentation and easily accessible assistance contacts, but the coverage of pets abroad depends on compatibility with the human travel coverage, with no specific extension for the animal.
Payment facilities as well as the extent and speed of reimbursements are not highlighted, which may be a drawback for owners seeking immediate financial support in case of an incident.
| Assistance Puffin | Available? | Details |
|---|---|---|
| Advance payments | ❌ | No advance payment service such as Payvet is mentioned. Costs must be paid up front by the policyholder. |
| Payment facilities | ❌ | No mention of installment payment at no cost for subscription or reimbursements. |
| Mobile application | ❌ | No dedicated Puffin mobile app for claim management or submission. All procedures are carried out via a web portal. |
| Digital management of reimbursements | ✅ | Claim submission and tracking via the online portal. Documentation can be sent by email. No advanced automation or innovative UX reported. |
| Veterinary emergency | ❌ | No specific veterinary emergency service or integrated teleconsultation for pets. Only human medical emergencies benefit from a dedicated 24/7 number. |
| Veterinary clinic network | ❌ | No network of partner veterinary clinics or direct payment with practitioners for companion animals. |
| Coverage abroad | ✅ | Insurance covers trips abroad for UK residents, subject to conditions, but with no specific extension for a pet or for long-term residency outside the UK. |
Customer feedback on Puffin
| Review site | Rating and number of reviews |
|---|---|
| Trustpilot | 4.6/5 (more than 7,800 reviews) |
| Reviews.io | 4.7/5 (more than 1,100 reviews) |
| Feefo | 4.8/5 (more than 3,200 reviews) |
Many customers highlight an easy and user-friendly subscription process, as well as clear and transparent policy documentation. A rapid online claims process, with most claims handled efficiently and paid quickly, is often cited as a major advantage. The customer service is described as responsive, helpful, and polite across various contact methods, including phone and live chat. Competitive pricing for the level of cover provided is frequently praised, particularly the flexibility of coverage options and clear communication of exclusions and limits. The availability of tailored products for specific needs, such as gadgets, cruises, and winter sports, is also appreciated.
However, some insured individuals report delays in claims processing during peak periods or for more complex cases. There are occasional frustrations surrounding the handling of supporting documentation, with some experiencing requests for additional proof before payment. A number of clients feel that certain exclusions or excess levels are higher than expected, sometimes leading to disappointment after submitting a claim. A small proportion of reviews mention difficulties in obtaining refunds after cancelling policies, especially close to the departure date. Several customers also note that app or web platform technical glitches can occasionally hinder their user experience.
How to contact Puffin?
| Puffin customer service | Details |
|---|---|
| To get a quote or subscribe online | To subscribe, use our animal insurance comparison tool, select the Puffin offer you are interested in and request a quote. |
| To request and track a reimbursement |
|
| To obtain an insurance certificate |
|
| To contact assistance |
|
| To cancel my contract |
|
- Go to the claims portal: hub.puffin.uk.axa.travel
- For standard cover: Download the request form, attach all necessary proofs (invoices, payment receipts, medical reports/the police report if required, etc.).
- For gadget claims: Call 0330 0200032 or file online at https://tiga.taurus.claims.
- Payment method: bank transfer, once the file is accepted.
- Average observed processing time: usually within 15 to 30 days from receipt of a complete file.
- Contact general customer service at 0333 7720346 (from the UK) or submit your request via the client portal.
- Provide your contract number, name, and reason for your request.
- For a medical emergency or immediate travel assistance, call the 24/7 medical assistance line:
+44 (0)2038 599317 or 0203 8599317 - Be ready to provide your policy/contract number and details of the incident.
- To cancel within 14 days of subscription: contact customer service at 0333 7720346 or via the online portal.
- After 14 days:
- Single trip not started: partial refund (65%)
- Annual multi-trip: refund of 5% per full unused month - Attach a signed cancellation letter, your policy number, and your bank details (RIB) for the transfer.
- Processing time: typically 15 to 30 days after receipt of the complete request.
FAQ
Do I have to pay upfront at the vet with Puffin?
Puffin does not offer a third-party payment system (like direct vet payments) for pet insurance. This means you will need to pay any veterinary fees yourself at the time of treatment, then submit your claim with all required documents to Puffin for reimbursement. Be sure to keep copies of invoices and medical notes from your vet, as you'll need them for your claim.
How do I cancel my Puffin pet insurance policy?
To cancel your Puffin pet insurance, contact customer service directly, ideally in writing by email or through your online account. You must give notice according to your policy terms—typically with a minimum notice period before your next renewal. Include your policy number and a signed cancellation request; you may also be asked for proof of identity.
What types of pets does Puffin insurance cover?
Puffin pet insurance generally covers cats and dogs, with eligibility depending on age, breed, and pre-existing health conditions. Exotic pets or other animal types are not covered. Always check the most current terms and conditions, as some breed exclusions and age limits may apply at policy start.
Are pre-existing medical conditions covered by Puffin pet insurance?
No, pre-existing medical conditions are typically excluded from Puffin pet insurance. This means conditions or symptoms your pet had before your policy start date, or during any applicable waiting period, will not be covered. New illnesses or injuries arising after your cover begins are eligible, subject to the policy wording.
Can I visit any vet with Puffin pet insurance?
Yes, you are free to visit any qualified and registered veterinarian in the UK. However, if you need treatment abroad, check the policy's geographical coverage section to see if claims will be accepted. All treatment must be carried out by a licensed vet, and you’ll still need to pay upfront and claim back your costs.
Do I have to pay upfront at the vet with Puffin?
Puffin does not offer a third-party payment system (like direct vet payments) for pet insurance. This means you will need to pay any veterinary fees yourself at the time of treatment, then submit your claim with all required documents to Puffin for reimbursement. Be sure to keep copies of invoices and medical notes from your vet, as you'll need them for your claim.
How do I cancel my Puffin pet insurance policy?
To cancel your Puffin pet insurance, contact customer service directly, ideally in writing by email or through your online account. You must give notice according to your policy terms—typically with a minimum notice period before your next renewal. Include your policy number and a signed cancellation request; you may also be asked for proof of identity.
What types of pets does Puffin insurance cover?
Puffin pet insurance generally covers cats and dogs, with eligibility depending on age, breed, and pre-existing health conditions. Exotic pets or other animal types are not covered. Always check the most current terms and conditions, as some breed exclusions and age limits may apply at policy start.
Are pre-existing medical conditions covered by Puffin pet insurance?
No, pre-existing medical conditions are typically excluded from Puffin pet insurance. This means conditions or symptoms your pet had before your policy start date, or during any applicable waiting period, will not be covered. New illnesses or injuries arising after your cover begins are eligible, subject to the policy wording.
Can I visit any vet with Puffin pet insurance?
Yes, you are free to visit any qualified and registered veterinarian in the UK. However, if you need treatment abroad, check the policy's geographical coverage section to see if claims will be accepted. All treatment must be carried out by a licensed vet, and you’ll still need to pay upfront and claim back your costs.
