“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”
“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”
“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”
“I bought a silver annual policy in December 2019 and when I tried to claim for my channel tunnel bookings as I was no longer able to travel because of quarantine restrictions from France I was told I could not claim as the foreign office said it non essential travel restrictions in place”
“My annual policy was due to expire in March, I heard nothing from them. I phoned to renew, to be told I was not able to and no jew policies were being issued. I booked a holiday in January, whilst this policy was current assuming I would be able to renew on the same terms. I have now had to go to another company who do not cover coronavirus. I am totally disgusted that my holiday is now not fully covered due to puffin not renewing my policy.”
“I am quite impressed with the way the service was. I received my money back within 3 weeks of making a claim, which was good because I was unable to travel due to my sick daughter and BA refused to refund or even change the ticket.”
“AVOID!!! Took out holiday insurance, it stated my belongings were covered up to £1,500. I lost my phone, sent various things they asked for and waited over two weeks for them to say I wasn’t covered as I didn’t take the additional “gadget” insurance which was never offered. A nightmare to deal with when calling up.”
“We tried to claim on this travel insurance but they didn’t bother to answer our claim. They are useless. We are now looking to complain this travel company. Don’t ever choose this company they will ignore you if you claim against them.”
“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.”
“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 ....”
“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.”
“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.”
