Frequently asked questions

 

COVID- Travel Insurance Exclusion. Updated advice for all policies purchased from 23:59 on 13 March 2020

There will be no cover provided for any claim directly or indirectly caused by, arising or resulting from, or in connection with:  Coronavirus disease (COVID-19) or any mutation of the disease.

For all policies purchased after 12 September 2019 and before 23.59 on 13 March 2020 the following advice applies for Coronavirus

On 11th March 2020, the World Health Organisation (WHO) declared that COVID-19 is a pandemic. As a result, the general exclusion for claims arising from or relating to any epidemic or pandemic on our travel insurance policies were enforced.

On 17th March 2020 the FCO has advised against all non-essential travel abroad and released the following statement:

‘COVID-19 Exceptional Travel Advisory Notice- As countries respond to the COVID-19 pandemic, including travel and border restrictions, the FCO advises British nationals against all but essential international travel. Any country or area may restrict travel without notice.’

Current status

As the situation relating to the COVID-19 pandemic has evolved it is important to consider both the purchase and departure date when ascertaining cover. Therefore please refer to the relevant section hereafter:

If you purchased a travel insurance policy and travel started before 23:59pm on Thursday 12th March 2020

1. I am already on my trip, am I covered?

If your travel started before 23:59 on Thursday 12th March 2020 we want to make sure that you have peace of mind in light of the WHO declaring that Coronavirus is a pandemic and the FCO restriction. We will not be enforcing the epidemic and pandemic exclusion or FCO restriction and you will be covered as per the usual terms of your travel insurance policy. Should you need to make a claim, please contact us directly to discuss your options.

2. What happens if I contract Coronavirus whilst I am away?

Should you contract Coronavirus during travel, follow any advice given by the local authorities and contact your travel provider to notify them as soon as possible. If you are suffering with Coronavirus abroad, please contact our emergency 24-hour medical assistance line for advice. Provided that you have not travelled against FCO advice, especially after the FCO advice against non-essential international travel that was issued on 17th March 2020, you may be able to claim under the medical expenses section of your travel insurance policy for expenses incurred from receiving medical treatment. Please note that all claims relating to the Coronavirus will be handled on a case by case basis. If your trip needs to be extended as a result of your condition, please contact the customer service team using the contact details shown in your policy wording document to discuss your options.

3. What should I do if my airline or tour operator cancels my return flight?

If your airline cancels your flight as a result of the Coronavirus outbreak, you should contact the airline directly for reimbursement. If your trip was booked as a package holiday, you should contact your tour operator to arrange alternative travel. Your travel insurance policy will not cover financial losses for cancelled flights if you are not reimbursed by the airline or travel provider. If your trip needs to be extended as a result of flight cancellation, please contact the customer service team using the contact details shown in your policy wording document to discuss your options in relation to extending your cover.

4. What happens if I travelled and there is a significant increase in the number of Coronavirus cases during my stay. Will I be able to cut my trip short?

If you wish to return home early, in the first instance you should contact your airline and/or travel provider to discuss the possibility of changing your travel itinerary. If you are still overseas, please ensure you follow the FCO advice in regard to returning home as soon as possible. If you experience difficulty arranging transport back to the UK, please contact your nearest UK Consulate or Embassy for assistance. If your travel insurance policy includes cover for curtailing your trip due to a change in FCO advice, we will be able to consider a claim for unrecoverable costs. We cannot provide cover for you not wanting to remain on your trip due to the change in status of the Coronavirus if you returned home prior to any change in FCO advice for your destination. Please be advised that exclusions apply to claims for loss of enjoyment of holiday, so financial losses as a result of an itinerary change are not covered under your travel insurance policy.

5. What happens if the hotel or accommodation I’m staying in has an outbreak of Coronavirus and I’m quarantined whilst away?

Most travel insurance policies will not provide cover for this circumstance. Please refer to the section of your policy wording relating to Emergency Medical Expenses for details of any cover that may be available.

6. What happens if I am in a destination that has known cases, should I self-isolate when I return?

Please follow the government advice on self-isolating when returning from destinations with outbreaks. If you have travelled to a destination against the FCO advice, especially after the FCO advice against non-essential international travel that was issued on 17th March 2020, you will not be covered under your travel insurance policy.

7. If my GP advised against travel before the 13th March because I have contracted coronavirus/have to self-isolate will I be covered for cancellation?

Yes this claim would be considered within the usual terms and conditions.

8. If my GP advised me not to travel before the 13th March because I have underlying medical conditions that put me at greater risk will I be covered for cancellation?

This claim would be considered in the following circumstances: If you are expected to declare pre-existing medical conditions under the terms and conditions of the policy and you have done this and these conditions are confirmed by your GP on a medical certificate detailing which conditions are relevant. However, if you are expected to declare pre-existing medical conditions under the terms and conditions of the policy but have not done this or your policy excludes pre-existing conditions there will be no cover.

9. If I travel after the FCO advice against all non-essential international travel issued on 17th March 2020, will I be covered for other non COVID 19 related illnesses?

You will not be covered at all if you travel against FCO advice.

10. I currently have an annual policy which expires before I am due to travel which does not have an exclusion for epidemics or pandemics. Will I still be covered under the same terms if I renew?

Whilst the policy terms and conditions may have changed for new and renewed policies, if the policy wording for your expiring policy does not include any exclusion relating to epidemics and pandemics, we will not apply this exclusion to any claims you may need to make for any trips you booked prior to your policy renewal date. Please be aware that all other terms and conditions will apply, including any exclusions relating to incidents or events you were aware of at the time you made your booking which could reasonably have been expected to lead to a claim.

If you purchased a travel insurance policy and are due to travel after 23:59pm on Thursday 12th March 2020

11. I am booked to travel to a destination where the FCO has advised against travel, what should I do?

In the first instance, you should contact the airline and/or travel provider to discuss your options for amending or cancelling your trip. Many travel providers are enabling customers to cancel or alter their booking free of charge. Not all travel insurance policies provide cover for cancellations due to a change in FCO advice. If your policy does include this cover, which will be shown under the Cancellation section of your policy wording, we will consider claims made in the event of cancellation if the FCO advised against travel to your destination after the time of booking or policy purchase (whichever was later). Please note that if the FCO is not advising against travel to your destination at the time you are due to travel, you will not be covered for cancellation under your travel insurance policy. If you are able to alter your booking with your airline or travel provider, you may be able to amend your Single Trip travel insurance policy to an alternative destination or change your dates of travel. Please note that if the changes to the policy are significantly different you may be required to pay an additional premium. If you are no longer travelling and do not need to make a claim under your Single Trip travel insurance policy, please contact the company that issued the policy to discuss your options for cancelling or refunding your policy.

12. What happens if the destination I’m travelling to has cases of Coronavirus. Will I be able to cancel?

In the first instance, you should contact the airline and/or travel provider to discuss your options for amending or cancelling your trip. Many travel providers are enabling customers to cancel or alter their booking free of charge. Please note that if the FCO is not advising against travel to your destination at the time you are due to travel, you will not be covered for cancellation under your travel insurance policy. This is because of the exclusion that applies to claims arising from disinclination to travel. If you are able to alter your booking with your airline or travel provider, you may be able to amend your Single Trip travel insurance policy with the company that issued the policy to an alternative destination or change your dates of travel. Please note that if the changes to the policy are significantly different you may be required to pay an additional premium. If you are no longer travelling and do not need to make a claim under your Single Trip travel insurance policy, please contact the company that issued the policy to discuss your options for cancelling or refunding your policy.

13. What should I do if my airline/tour operator cancels my flight/trip due to the Coronavirus but outside the dates of any current FCO advice against travel?

If your airline cancels your flight as a result of the Coronavirus outbreak, you should contact the airline directly for reimbursement. Your travel insurance policy will not cover financial losses for cancelled flights / trip if you are not reimbursed by the airline or travel provider. If you have booked independent accommodation at your destination, your accommodation costs will not be covered under your travel insurance policy. Please refer to your travel company or accommodation provider to discuss potential reimbursement.

14. What happens if I contract Coronavirus whilst I am away?

Should you contract Coronavirus during travel, even if you travelled before the FCO advice against all non-essential travel which was issued on 17th March 2020, you will not be covered for any medical expenses or financial losses under your travel insurance policy. This is due to our general exclusion for claims arising from or relating to any epidemic or pandemic.

15. What happens if I choose to travel in the coming weeks and there is a significant increase in the number of Coronavirus cases during my stay, will I be able to cut my trip short?

Please contact your airline and/or travel provider to discuss the possibility of changing your travel itinerary. As your travel started or is due to start after the WHO declared that Coronavirus is a pandemic, you will not be covered for any financial losses that are incurred as a result of Coronavirus, even if you contract the virus.

16. What happens if the hotel or accommodation I’m staying in has an outbreak of Coronavirus and I’m quarantined whilst away?

Please contact your airline and/or travel provider to discuss the possibility of changing your travel itinerary. As your travel started or is due to start after the WHO declared that Coronavirus is a pandemic, under most travel insurance policies you will not be covered for any financial losses that are incurred as a result of Coronavirus, even if you contract the virus. The exclusion for claims arising from epidemics and pandemics will also apply to any additional cruise cover option (if available with your policy), so you will not be covered under your travel insurance policy in the event of quarantine on board where you are confined to your cabin.

17. What happens if I travel to destination that has known cases, should I self-isolate when I return?

Please follow the government advice on self-isolating when returning from destinations with outbreaks. For any financial losses that occur as a result of the Coronavirus, you will not be covered under your travel insurance policy.

18. What happens if I or my travelling companion contract Coronavirus before I travel, will I be covered?

If you or your travelling companion are suffering with Coronavirus and are declared unfit to travel by the treating doctor(s), you will not be covered under any travel insurance policy that includes the general exclusion for claims arising from or relating to any epidemic or pandemic.

19. If I have purchased a new policy after 12th March 2020, would the policy cover me for non-COVID 19 related claims, e.g. broken limbs, lost luggage, delays, cancellations, any other illnesses etc?

You will be covered unless you have travelled after any FCO advice against travel to your destination had been issued, including the advice on 17th March 2020 against all non-essential international travel.

If you have a trip booked, book a trip or travel after 17th March 2020

1. Will I be covered if I still travel after 17th March 2020?

Our policies will not cover anyone that travels against the FCO advice.

2. What if the country I am travelling to does not have any travel restrictions and my flight is still departing- will I be covered?

You will not be covered as the FCO have advised UK nationals not to travel anywhere. If you travel, your policy will be invalid as they have travelled against FCO advice relating to UK nationals.

3. Will I be covered to cancel my trip?

If your policy includes cover for Cancellation due to a change in FCO advice, we may be able to consider a claim. If a change of FCO advice is not specifically stated as being covered in the Cancellation section of your policy wording document, we will not cover you for cancellations due to a change in FCO advice. Your policy wording document may also contain a General Exclusion for claims arising from an epidemic or pandemic. If so, we will not meet any claims made for financial losses as a result of cancelled trips.

4. What if airlines are not offering refunds where the FCO are advising against travel but are offering vouchers. Will I be covered if I still want to travel?

As the airline has offered for you to book at a later date, we will not cover cancellation in this instance.

5. If I travel after the FCO advice against all non-essential international travel issued on 17th March 2020, will I be covered for other non COVID 19 related illnesses?

You will not be covered at all if you travel against FCO advice.

6. Because of the FCO advice against all but essential travel I have to cancel my trip. Can I claim for accommodation costs if my accommodation will not reimburse me?

You should first try to recover the costs from your debit or credit card provider. If your policy includes cover for Cancellation due to a change in FCO advice, we may be able to consider a claim for any unrecoverable costs. If cover for a change of FCO advice is not specifically stated as being covered in the Cancellation section of your policy wording document, we will not cover you for cancellation due to a change in FCO advice. Your policy wording document may also contain a General Exclusion for claims arising from an epidemic or pandemic. If so, we will not meet any claims made for financial losses as a result of cancelled trips.

7. I am due to travel in the future but following the FCO advice against all non-essential international travel, I want to cancel. Will I be covered?

You should firstly contact your travel provider and/or Airline to seek a refund of your flights and accommodation. Should be unsuccessful in obtaining a refund for all or any part of your booked holiday via the provider, you may be able to receive a refund via your credit or debit card provider. If your policy includes cover for Cancellation due to a change in FCO advice, we may be able to consider a claim for any unrecoverable costs if your travel date is within the current period of the FCO advice. If cover for a change of FCO advice is not specifically stated as being covered in the Cancellation section of your policy wording document or your travel dates are not within the period of the current FCO advice, we will not cover you for cancellation due to a change in FCO advice. Your policy wording document may also contain a General Exclusion for claims arising from an epidemic or pandemic. If so, we will not meet any claims made for financial losses as a result of cancelled trips.

You should also monitor official updates regarding the Coronavirus at the following sources:

Foreign and Commonwealth Office (FCO): https://www.gov.uk/foreign-travel-advice

World Health Organisation (WHO): https://www.who.int/emergencies/diseases/novel-coronavirus-2019

For tips and advice on minimising your risk of catching Coronavirus, please refer to the NHS guidelines: https://www.nhs.uk/conditions/coronavirus-covid-19/

If you purchased your policy before 12 September 2019 (underwritten by AXA XL Catlin) the following advice applies for Coronavirus

Will my policy cover medical treatment for the Coronavirus? And will repatriation be covered?

Yes, you are covered as follows; if you travel to a country that the FCO has not advised against travel to and catch Coronavirus or require medical treatment, then yes cover will be in place for emergency and necessary treatment. Customers should be aware that our policies are travel insurance policies and not private medical insurance meaning that there is no cover for any medical expenses incurred in private medical facilities if we have confirmed that medically capable public facilities are available.

Please contact our Assistance Team if you require medical treatment.

Our policies will provide cover for repatriation (bringing you home) that is medically necessary. Our Assistance Team will liaise with your treating doctor(s) about your treatment plan and if required obtain a ‘fit to fly’ certificate. We also liaise with you and advise on, and put in place, suitable repatriation plans to get you home as soon as it is medically safe to do so in order to achieve your optimal recovery. Our team are unable to make arrangements to repatriate you where it is against local advice, where travel is restricted or where you would pose a risk to other passengers.

Am I insured if I travel against the advice of the Foreign and Commonwealth Office (FCO)?

The policies will not provide any cover if you decide to travel against the advice of the FCO. This would be for ‘All Travel’ and ‘All but Essential Travel’. If the area is classified as ‘All but Essential Travel’ and customers are still planning to go, they must contact us in advance with their reasons for travel and cover must be agreed by the Underwriters.

Will I be covered if I want to cut my trip short due to the Coronavirus?

Travel insurance policies have different terms and conditions regarding what is and what is not covered in regards to cutting short a trip. This type of event is usually not covered across the travel insurance industry for cutting short a trip. This is because most policies have specific reasons for cutting short your trip and the “fear of an epidemic, pandemic, infection or allergic reaction” is not one of those reasons. We would advise travellers who have booked package holidays to a destination affected by the viral outbreak and looking to cut your trip short they should contact their travel agent or tour operator for information on the availability of flights in the first instance. If you are travelling independently from a tour operator or travel agent, you should make your own arrangements to leave by either altering return tickets where possible or booking onto an alternative commercial flight or mode of transport. Claims for independent traveller’s additional expenses in returning home earlier than planned, where medically justified, will be assessed on a case-by-case basis.

 

I have not received my documents

Your policy is sent to you via the email address you provide us. Please note that some internet providers filter out automated emails as SPAM so please check your SPAM/junk folder if the email has not been received. If you haven’t received it please email us at admin@rockinsurance.com or call us on 0333 300 2160 to send it again.

What do I do in an emergency?

For emergency medical cases please contact the assistance handlers on 00 44 (0) 20 8666 9312.
Please quote the scheme reference found on your policy certificate

How do I make a claim?

Visit www.azgatravelclaims.com to complete an online claim form. Alternatively to obtain a claim form write to Allianz Assistance travel claims department, PO Box 451, Feltham, TW13 9EE call 00 44 (0)20 8666 9314 or email Travel.claims@allianz-assistance.co.uk

I forgot to take travel insurance before I left the UK, can I still be covered?

Unfortunately, you cannot be covered if you have already left the UK.

Do you cover non-UK residents?

Our policies are only available to residents of the United Kingdom, Channel Islands or Isle of Man that are registered with a medical practitioner

Am I covered to travel within the UK?

You are covered for trips in the UK providing you have at least two nights pre-booked and paid accommodation.

What countries are covered by this insurance?

The geographical limits are:
Home Country: The United Kingdom.
Europe: UK, the continent of Europe, Mediterranean islands, Channel Islands, the Isle of Man, Turkey, Madeira, Canary Islands, the Azores, the Republic of Ireland, Iceland, Russia, Estonia, Latvia, Lithuania, Belarus, Ukraine, Moldova and Georgia. For residents of the Isle of Man and Channel Islands travelling to the UK, the UK shall be considered as Europe. Egypt, Israel, Morocco and Tunisia are not included in Europe.
Worldwide, excluding USA. Canada, Caribbean and Mexico: Means anywhere in the world except USA, Canada, the Caribbean and Mexico.
Worldwide, including USA. Canada, Caribbean and Mexico: Means anywhere in the world.
The Caribbean refers to the following:
Anguilla,Antigua,Aruba,Bahamas,Barbados,Barbuda,Bonaire(Antilles),Cayman Islands,Cuba,Curaçao,Dominica,Dominican Republic,Grenada,Guadeloupe,Haiti,Jamaica,Leeward Islands,Martinique,Montserrat,Netherlands Antilles,Puerto Rico,Saint Barthelemy,St Kitts And Nevis,St Lucia,St Martin,St Vincent And The Grenadines,Trinidad And Tobago,Turks And Caicos Islands,Virgin Islands (UK),Virgin Islands (US).

How can I amend my policy?

If you would like to amend your policy you can do so by contacting us at 0333 300 2160.

What activities are covered for winter sports?

Please check your policy wording for a full list of winter sports activities that are available to be covered if you have paid the additional Winter Sports premium. If you are partaking in a sport or activity that you do not see listed in the policy wording then please contact us on 0333 300 2160.

What are my cancellation rights?

You have the right to cancel your policy within 14 days of the purchase providing there are no claims pending on the policy and you haven’t already travelled.

How can I stop my annual multi-trip policy being automatically renewed?

If you do not wish to have your annual multi-trip policy renewed, please visit http://optout.rockinsurance.com and opt out.

What are the maximum age limits on this insurance?

Single Trip policies - 75 years of age at the time of purchase.
Annual Multi-trip policies - 75 years of age at the time of purchase.
Winter Sports policies - 65 years of age at the time of purchase.

Do you cover pre-existing medical conditions?

Yes. If you have a pre-existing medical condition you will need to contact the Medical Screening team to declare your conditions. You can contact them on 01293 855960.
Your pre-existing medical conditions will not be covered unless you have declared all conditions, received acceptance of this in writing, and paid an additional premium (where applicable).

Am I covered if I need emergency medical treatment and get sent to a private facility?

This is not a private health insurance policy. The Insurer will pay for private treatment only if there is no appropriate reciprocal health agreement in existence and no public service available and the Insurer reserves the right to organise a transfer from a private medical facility to a public medical facility where appropriate.
If you are taken/or go to a private medical facility, costs that arise will only be covered if you have contacted the emergency medical assistance company and any treatment has been authorised by them.

If cover is refused for my medical condition, am I still covered?

You will not be covered should any event arise as a direct or indirect result of your pre-existing medical condition. However, all other events/circumstances will still be covered under the policy providing that the terms and conditions are met.

Do you cover sports and activities?

Please check your policy wording for a full list of sports and activities that are covered. If you are partaking in a sport or activity that you do not see listed in the policy wording then please contact us on 0333 300 2160.

What activities are covered for winter sports?

Please check your policy wording for a full list of winter sports activities that are available to be covered if you have paid the additional Winter Sports premium. If you are partaking in a sport or activity that you do not see listed in the policy wording then please contact us on 0333 300 2160.

What is Gadget Travel Insurance?

Gadget Travel Insurance is designed to cover personal electronic gadgets and communication devices you carry with you on holiday. This flexible cover enables you to insure any gadget up to 6 years old at the date of registration (laptops up to 15 months old).

  • Up to 3 gadgets valued at £1000 in total
  • Up to 5 gadgets valued at £2000 in total
  • Up to 7 gadgets valued at £3000 in total

What is covered under a gadget policy?

  • Accidental Damage
  • Theft
  • Breakdown
  • Liquid damage
  • Unauthorised Calls, Texts or Data Use

Is there a Gadget excess fee?

There is an excess fee of £50 for all successful claims which must be paid before your claim can be approved. Purchasing an excess waiver on your travel policy does not remove the gadget cover excess.

How do I make a gadget claim?

Please notify Trent-Services (Administration) within 48 hours of returning to the UK on 01285 626 020 or claims@trent-services.co.uk.

Who is the gadget policy underwritten by?

This Gadget Insurance has been arranged by Rock Insurance Services Limited with UK General Insurance Ltd on behalf of Great Lakes Insurance SE. Great Lakes Insurance SE is a German insurance company with its headquarters at Koniginstrasse 107, 80802 Munich. UK Branch office: Plantation Place, 30 Fenchurch Street, London, EC3M 3AJ.

How can I make a complaint?

It is our intention to give you the best possible service but if you do have any questions or concerns about this insurance or the handling of a claim you should in the first instance please contact ROCK Insurance Group who arranged the insurance on your behalf. You can contact us in the following ways:
Email: complaints@rockinsurance.com
Tel: 0800 091 3768
Letter: ROCK Insurance Group, 135 High Street, Crawley, West Sussex RH10 1DQ.

How will my complaint be dealt with?

We aim to deal with any complaint within 24 hours of receipt however we guarantee that you will be contacted by letter or telephone within 5 days of receipt of your complaint. This will either be a response to your complaint or if we are not able to respond at this time we will inform you of who is handling your complaint, and explain why we are unable to respond at this time. If after 4 weeks, we have still unable to resolve your complaint you will receive a further letter informing you of our progress.
If after a further 4 weeks we are still unable to resolve your complaint you will receive a letter explaining why we cannot respond to your complaint. We will indicate when we expect to respond and will provide details of your right to refer your complaint to The Financial Ombudsman Service, Exchange Tower, London E14 9SR. Tel: 0800 023 4 567. Your statutory rights are not affected if you choose to follow any of the complaints procedures above. For further information about your statutory rights contact your local authority, Trading Standards Service or Citizens Advice Bureau.

I cannot find the answer to my question.

If you can’t find the answer to your question in these FAQs, please contact us on 0333 300 2160 or by email at admin@rockinsurance.com.