“Lucky escape! Was going to buy Puffin travel insurance as it came up cheap on a comparison sit but due to these dreadful reviews of poor service, I will not be purchasing from Puffin. Please work on improving.”
“DO NOT USE PUFFIN TRAVEL INSURANCE
Story of a lost watch
Whilst diving off a boat in Cyprus my Apple Watch fell off and was lost at sea so once we returned to shore I logged it as lost with Apple and got a email response
Returned to the uk and tried to claim on my travel insurance and this was the saga
1. called the claim line and they said have you got the serial number I said I don’t think so as it was bought for me by my late mother in 2019 - response sorry not covered without it so I dug around and luckily found the box rang back gave them the details.
2. They then said have you got proof of purchase to which I again said I don’t think so as my late mum bought it for me - response sorry not covered without it so again after much digging I found it rang back gave details.
3. Next block was did you report it to the police? I said no as it was not stolen I lost it whilst on the boat trip - response sorry not covered 🤬🤬 but I did have the email from Apple confirming it was registered as lost and was blocked and was told to send that via the portal.
4. Got e mail response saying -
Thank you for submitting your recent claim.
We confirm that following review and based upon the information provided in the claims report and any subsequent enquiries, the Insurer will not be able to settle your claim.
The reasoning for this is as follows;
* We note from you recent conversation with our office that the loss was not reported to the local Police. Your policy does not cover loss in these circumstances and we refer you to this Exclusion "vi. If you do not report the theft or loss of your gadgets to the police within 48 hours of discovering it and do not obtain a police report." It is noted that the loss occurred whilst on a boat trip but there was no reason for the loss report not to be made when you returned to shore.
On this basis we are unable to deal with your claim on behalf of the underwriter of your policy.
5. I complained and got a call from customer services who said basically due to the fact I had not gone to the police it was void , I explained it all again but no change at all. I said ok I will get my sister to go to the local police station and report it. I was told no you can’t do that as it’s over48 hours.
The Customer services said WE ACCEPT YOU HAVE LOST IT IN THE WAY EXPLAINED but as I did not go to the police they will not pay out”
“They just don't reply. If you do manage to lodge a claim - bearing in mind no one will answer the phone - it goes off into the ether and you'll never hear anything back.”
“Three years ago I purchased the silver policy for a weeks holiday in Spain, I had a fall and was taken by ambulance to a private hospital and the hospital called the insurance company to make sure I was covered, I had to pay £100 excess at the hospital and I sent all the information to Puffin, now 3 years later I get a letter from a debt collecting agent looking for £2,000. This is a dishonest company....AVOID”
“DO NOT BUY INSURANCE FROM PUFFIN INSURANCE. Waste of money they will find every reason on this earth to not pay out. Total nightmare especially when they ask for Report Loss Cert Number - without this you can not claim. So you end up paying another £5.95 only to have them decline the claim.”
“Took out gadget insurance to make sure I was covered and sure enough, lost my Apple Airpods on leaving. Turns out it was a complete waste of money as they won't pay out unless there an actual crime scene (i.e. police involvement/forced entry to hotel room etc.) Have read countless other reviews for both travel and gadget insurances where they've done everything they can to wriggle out of paying out. Pointless. Don't waste your money.”
“Tried to obtain travel insurance from Puffin - got cheap quote online but needed to check something so rang customer service 13th August but everyone busy and no reply, after long wait left message but no call back, rang again 16th August, everyone busy again (remember I want to give them money!), left message, no call back. Gave up in frustration and went to local insurance broker who answered first ring! - If it’s this difficult to take out a policy from Puffin imagine how difficult it would be if you had a problem - Probably best to avoid ?”
“Avoid this company at all costs- they use Tif group to sort their claims and they are the most incompetent business for travel insurance I have ever used. After I made a claim and paid my excess immediately as required - almost 12 months after making my claim, they still have not paid out to the hospital where my son had treatment abroad. I am now receiving debt collection letters and demands for payment from the hospital constantly and they are no help whatsoever and will not help to resolve this. They are complete fraudsters, do not make the same mistake of using them as I did”
“AVOID AVOID !!!
AVOID AVOID !!!
Puffin holiday insurance is underwritten and provided by AXA travel insurance
My insurance claim GB1-23-228419 has been going on for 6 months
They've already accepted a complaint and paid me £100 compensation due to no progression in my claim
Today I started another complaint ref 2024121969 after yet another telephone call with no action and request to call back in a further 5 working days
They do not care that all you would like is a quick resolution and payment for what you are supposedly insured for
All I've had is stress in chasing and chasing
The claim was made due to having a HEART ATTACK prior to my holiday which required a claim to be made on my Puffin holiday insurance
Puffin and AXA certainly haven't helped in my recuperation
Good luck to any one else
Date of experience: 11 August 2023”
“Claim reference GB1 -23-228419
Claim reference GB1 -23-228419
Don't believe the high scores .A insurance company real value is when you need to make a claim .When it comes to actually making a claim you don't get any response. I submitted my holiday claim on the 11th august 2023. To date I've had no email response. I've spoken to Puffin insurance and they just keep redirecting you to Axa insurance and they will not pursue or chase your claim.
When you call Axa they are even more unhelpful. I keep ringing and ringing all they keep saying is it will be dealt with in the next 10 working days
I have telephoned loads of times
You can not get through to anyone else to increase your frustration
They say you can request a call from a manager who will call you back within 48working hours. Do they actually call !
I think you know where this is going !!!!!
Puffin/Axa insurance ,don't waste your money !!!”
“Worst company ever. Can’t get through to them as they give out different numbers and the email gives me the same numbers
Claim was put in over 3 months ago and not heard anything still”
“I wasted days of back and forth admin, getting this document, that document, and more only to be told Puffin don't cover second hand iPhones despite the fact it cost £500+. I had proof of purchase. I know Puffin will say this was in the small print of the contract. I won't be using or recommending Puffin in the future.”
“Puffin Travel Insurance choose to use AXA to settle claims. I made a claim in later October. Despite speaking to over a dozen different people none of whom seem to have any ownership of my claim I am no nearer settlement on Jan 7 2022 than I was then.
Where do I start. Denying that documents have been sent by me. This has happened twice. The second time I ccd it to Puffin. They received it but AXA did not.
At least 6 times they have promised action with a few days. Not once has this happened.
I cannot understand some of their agents. They have v strong accents.
Today (7 Jan) an agent asked me to send in the medical records. This was already done in mid-December. She was more interested in agreeing with me how I should be addressed - Mr, William, Bill - than helping me. I came close to say I wished to be known as dear satisfied customer sometime. At the end of the call she promised to send me her email address so I could resend the email holding the medical reports. I also asked her for a name to make a complaint to. She promised that both would be done immediately. I, in return, promised to resend the reports. Guess what 6 hours later I have heard or seen nothing.
If you contact Puffin they seem to think that all responsibility for claims settlement has passed to Axa. They have been of no help at all. They simply forward whatever I send to Axa and say please action. Axa ignore these messages exactly the same as they ignore mine. I remind Puffin that my insurance contract is with Puffin - not Axa. It makes no difference. They could not care. Nobody in either company takes ownership. Do not buy Puffin if you have even the slightest thought that you might claim”
“Absolute rip off merchants! Do not part with a single penny of your hard earned cash to this company, They hide behind small print and loopholes, Thomas cook collapsed while I was away, but bold letters on my policy stated I would be covered.
Lie !!!!!
It cost almost £800 in New flights and transfers to a different airport, but they only entertained my original return flight, and that would have been £369 small print says excess £249 x2 =£498 so tough luck mate. With no regard to people like me getting into debt, just to get home, read the small print on all policies before you buy, except for these cowboys and just DON'T buy!”
“Please don’t take this insurance out if you have any health concerns for you or your family. It may be cheap and cover a wide range of health issues but the truth is they will not help in a crisis. My father nearly died in Turkey due to their careless and inhumane actions leaving us to take the situation into our own hands. Please to spare anyone else in having an awful and traumatic experience, do not give this company any of your money because ultimately that’s what they are all about, money.”
“Appalling & disgusting company. Avoid at all costs. They have basically kept my mother in law (broke her hip on holiday) & sister in law who had to stay with her hostage Egypt as they are too worried about money not the welfare of my family. They don’t want to pay for medi flight home & want her to get better so can fly on normal flight. Its nearly been 4 weeks since I left them in Egypt. They never call back when they say they will, days go by without any updates. Our family is at its wits end & they don’t care. Yes they are cheap but if you have an accident whilst on holiday be prepared for a traumatic time.”
“Would definitely recommend Puffin Holiday Insurance. I unfortunately needed to claim following an accident prior to my holiday, broken wrist. I sent them the requested documents via email, they refunded me within 3 weeks with no problem.
I Highly recommend them. You truly only know how good Insurance is, if you unfortunately need to claim. Outstanding Service.
5***** thank you Puffin.”
