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