Frequently asked questions

Does my policy cover for Coronavirus?

For all policies purchased from 18 June 2020 our advice on Coronavirus is as follows:

See our special coronavirus information page by clicking here.



For all policies purchased from 13 March 2020 to 17 June 2020 our advice on Coronavirus is as follows:

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 from 12 September 2019 to 23:59 on 13 March 2020 our advice on Coronavirus is as follows:

On 11 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 17 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.’

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?

If you bought your policy from 18 June 2020 please contact International Medical Rescue on +44 (0)2380 177474.

If you bought your policy between 12 September 2019 and 17 June 2020 please contact the assistance handlers on +44 (0)208 666 9312.

How do I make a claim?

If you bought your policy from 18 June 2020 please submit a claim online at www.imr-claims.com or contact International Medical Rescue on 02380 177285.

If you bought your policy between 12 September 2019 and 17 June 2020 please 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 on 0208 666 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.

 

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