I contacted Puffin when my partner was taken into hospital in Dubai with acute pneumonia. He was alone in Dubai and unable to deal with anything. I spoke to someone on the emergency overseas service on phone and got the ball rolling or thought I had. Despite numerous phone calls and emails, there was zero follow up or contact with the hospital, we have paid all the bills for hotels, hospitals and flights with no replies from anyone except the usual automatic reply...we have received your email and will follow it up shortly. They are a total disgrace. You travel abroad happy in the fact you have a professional body that Will deal with things in case of an emergency... total bull.