This travel insurance policy has been provided by ROCK Insurance Group on our behalf. ROCK Insurance Group act as an insurance intermediary arranging the product for us to offer and administering both the product and the website on our behalf.
This page details all the relevant parties involved and provides important information, including contact details, that you might need.
Claims and Assistance
For all claims information and contact details, please click here.
For all queries that are not of a claims and assistance nature please contact ROCK Insurance Group:
T: 0844 482 0660 (Monday to Friday 8am to 7pm and Saturday 9am to 5pm)
Or write to us at:
ROCK Insurance Group
Customer Services Department
135 High Street
We endeavour to respond to all written queries within two working days.
Your right to complain
ROCK Insurance Group try to ensure you receive a high standard of service. However, if you are not satisfied with the service in the first instance please write to:
The Managing Director of ROCK Insurance Group at the above address.
If you have a complaint regarding a claim then you should write to:
The Customer Relations Manager
Rock Insurance Travel Claims
PO Box 5775
Telephone: 0844 888 1591
We will do our very best to resolve any difficulty with you, but if we are unable to do this to your satisfaction, disputes in either of the above instances may be referred to the Financial Ombudsman Service for review:
The Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
Telephone: 0800 023 4567
Who regulates ROCK Insurance Group?
Rock Insurance Services Limited who is authorised and regulated by the Financial Conduct Authority (FCA). Their FCA authorised number is 300317 and this can be verified by checking the FCA website via the following address http://www.fca.gov.uk/, please type in their FCA number, or by contacting the FCA on 0845 606 1234.
Whose products do we offer?
We only offer insurance from a single provider and this is provided through ROCK Insurance Group with Mapfre Assistance who are subject to limited regulation by the Financial Conduct Authority.
What services will we provide you with?
You will not receive advice or a recommendation from us. We may ask some questions to narrow down the selection of products that we will provide details on. You will then need to make your own choice about how to proceed.
Will you have to pay a fee for our services?
You will not have to pay a fee for our services, you will receive a quotation which will tell you about any other fees relating to any particular insurance policy.
Who owns ROCK Insurance Group?
Rock Insurance Services Limited is a wholly owned Limited Company whose registered company number is 04255878. Our registered address is Griffin House, 135 High Street, Crawley, West Sussex RH10 1DQ.
Please click on the following link 'Terms of Business' if you would like to download a copy of this information.
Is Rock Insurance Services Limited covered by the Financial Services Compensation Scheme (FSCS)?
Rock Insurance Services is covered by the FSCS. You may be entitled to compensation from the FSCS if we cannot meet our obligations. This depends on the type of business and the circumstances of the claim. Insurance advising and arranging is covered for 90% of the claim, without any upper limit. For compulsory classes of insurance, insurance advising and arranging is covered for 100% of the claim, without any upper limit. Further details about compensation scheme arrangements are available from the FSCS.