Been with puffin travel insurance for a few years. made one claim in 2017 ( around 600 E for hospital bill while on holiday). Now 2 years later have found out puffin has never paid the bill and I only found out by French government who has now escalated the issue. Puffin now says they had a document missing at the time but never told me and send me an email saying everything was sorted . Now looking back at my old email I can see that I sent all doc asked and they even confirmed good reception of doc. Been talking to them for about one week now regarding this bill. Last week last person I talked to confirmed the bill will be paid asap and that they had everything they needed. This morning other person tells me " we haven't received your doc" . I can once again prove that email has been sent and received by them and confirmation from them received . I'll of course send a complaint and keep all those proofs of doc/ email/ files sent. This bill is still not paid anyway and I chase them everyday from now on. Crazy story . Also now received 10% fine I'm France for bill not paid (60E) which French government takes straight away from my account ....