Frequently asked questions

Our travel insurance offers cover for trips globally: from Europe to America, Africa to Asia. If you're not entirely sure where your holiday falls under, then this is easily found out by simply by entering the name of the country into the travelling to box, or selecting either European or Worldwide regions.

United Kingdom

England, Scotland, Wales, Northern Ireland, the Channel Islands and the Isle of Man.

Europe

Albania, Andorra, Austria, the Azores, Belarus, Belgium, Bosnia Herzegovina, Bulgaria, the Channel Islands, Croatia, the Czech Republic, Cyprus, Greece (including the Greek Islands, Denmark, Egypt, Estonia, the Faroe Islands, Finland (including Lapland), France, Gibraltar, Germany, Hungary, Iceland, Ireland (Republic), the Isle of Man, Israel, Italy, Kosovo, Latvia, Liechtenstein, Lithuania, Luxembourg, Madeira, Malta, Moldova, Monaco, Montenegro, Morocco, the Netherlands, North Macedonia, Norway, Poland, Portugal, Romania, San Marino, Serbia, Slovakia, Slovenia, Spain (including the Balearic Islands and the Canary Islands, Sweden, Switzerland, Tunisia,Turkey, Ukraine and the Vatican City.

Australia and New Zealand

Worldwide excluding USA, Canada, Mexico and the Caribbean

Worldwide including USA, Canada, Mexico and the Caribbean

Depending on which country or countries you're visiting, you can select one of the following regions on the drop down menu:

United Kingdom

Europe

Australia and New Zealand

Worldwide - excluding USA, Canada or the Caribbean

Worldwide - including USA, Canada or the Caribbean

Please check the Travel Advice Unit of the Foreign, Commonwealth & Development Office (FCDO) before your trip.

The link is - https://www.gov.uk/foreign-travel-advice .

Travel insurance provides benefits over and above the medical treatment costs that are covered by the Global Health Insurance Card (GHIC).

Maximum trip limits available when purchasing or extending a policy are 100 nights if aged 65 or under, 62 nights if aged between 66 and 75 or 31 nights if aged between 76 and 85.

An Annual Travel Insurance policy covers you for an unlimited amount of trips abroad throughout the year. The maximum length of these trips is 31 Days.

People that reside in the UK and that they are registered with a GP in the UK.

Unfortunately not. You must be a permanent resident of the UK to be eligible to purchase travel insurance from us. Your trip must also start and finish in the UK too.

A wide range of sports and activities are covered as standard on all of the policies at no additional cost as long as you are participating on a recreational and non-professional basis during any trip and you are following local laws and regulations and using any recommended safety equipment.

A full list of sports covered as standard and any exclusions can be found in the policy booklets under "Sport and Other Activities". You should check this list to ensure you are covered before participating.

Optional Golf Cover and Winter Sports Cover may be available to purchase at extra cost to provide more cover for those specific sports trips.

Limits, excesses and exclusions apply, For full details please refer to your policy booklet.

If all or part of your trip is aboard a cruise policy, which covers cruise-specific necessites such as missed excursions, itinerary changes and cabinconfinement. You will be asked to confirm if you're going on a cruise in the initial stage of the quote/booking process.

To contact our customer services team please call us on 03436 580 350

We are open:

Monday to Friday – 8:30am to 6pm

Saturday – 9am to 5pm

Sunday & Bank Holidays – Closed.

In the case of an emergency, please call our 24/7 emergency Assistance :

24/7 Assistance - 02045 179 877

IIf you are calling from outside of the UK +44 (0) 2045 179 877

Making a claim on your policy is easy to do. Once you get home, make sure you have your policy number to hand and call our claim department at :

Travel Claims -02045 179 877

Gadget Claims - 03300 531 837

Open Monday to Friday - 09:00 to 17:00

All limits are per insured person apart from Legal & Liability which are per policy.

You are free to cancel this policy at any time. If you wish to cancel within 14 days of the policy start date or the receipt of the policy documents whichever is the later, you may do so by contacting us on 03436 580 350 or writing to us for a full refund providing you have not travelled and no claim has been made.

If you cancel a Single Trip policy after the first 14 days of receipt of the documents you will recieve a partial refund, providing you have not travelled, made a claim or intend to make a claim.

Your policy is sent to you automatically by email right after you buy your policy. It’s worth checking your junk or spam folder. If it’s not there,please contact our customer service dept on 0343 658 0325 to ascertain that your email address is correct and they will re-send to you.

The excess is the amount you pay when you make a claim which is set out in the table of benefits.

Where a claim is made for the same incident only one excess will apply per trip, per insured person (max 2).

If you use a Reciprocal Health Arrangement, any other arrangement with another country or private medical insurance to reduce your medical expenses, you won’t have to pay an excess.

Any of the following medical conditions from which you have suffered from or received medical advice, treatment (including surgery, tests, investigations by your doctor/consultant /specialist) or prescribed drugs or medication in the last five years:

• Any cancer condition (including leukaemia, non-Hodgkin’s lymphoma and any type of skin cancer),
• Any heart-related or blood circulatory condition (including high blood pressure and high cholesterol),
• Any diabetic condition,
• Any neurological condition (including stroke, brain haemorrhage, multiple sclerosis, epilepsy and dementia),
• Any breathing condition (including asthma, bronchitis and chronic obstructive pulmonary disease),
• Any renal, kidney or liver condition,
• Any psychiatric or psychological condition (including anxiety, stress and depression),
• Any chronic condition that can be controlled but not cured (including back pain, Crohn’s, diverticular and coeliac disease and ulcerative colitis),

And/or

• Any other medical condition for which you have been prescribed medication or which you have received or are waiting to receive treatment (including surgery, tests, or investigations) within the last 12 months.

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).

You must tell us of all your medical conditions as listed in the previous question. If you fail to declare any we may refuse to deal with or reduce the amount of any relevant claims, even if a claim is not related to an undisclosed medical condition. Cover for any medical condition may be subject to an additional premium. This will be confirmed when you contact us. You our Medical Screening service on 03436 580 362.

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). If you do not declare a condition or omit any detail of a declared condition; you will not recieve cover to for certain sections of this policy.

You must tell us of all your medical conditions as listed in the previous question. If you fail to declare any we may refuse to deal with or reduce the amount of any relevant claims, even if a claim is not related to an undisclosed medical condition. Cover for any medical condition may be subject to an additional premium. This will be confirmed when you contact us. You our Medical Screening service on 03436 580 362.

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). If you do not declare a condition or omit any detail of a declared condition; you will not recieve cover to for certain sections of this policy.

No – Your airline should step in as they have a duty of care to help you. Under European Air Passenger Regulations any carrier licensed in an EU Country must offer you either a full refund or alternative flights. Check your rights on the Civil Aviation Authority website.

If your carrier is not licensed in an EU country you may be covered under the Cancellation or Travel Disruption section of your policy.

No, you are not covered in the event you are unable to travel because the government/or another regulatory authority have imposed restrictions, including national lockdown or regional quarantine.

Please contact your travel provider, as they may be able to change your dates or provide a refund.

Yes, we can offer travel insurance to customers up to the age of 79 for Single Trip and Annual Multi Trip.

You can contact us at [email protected], or send your complaint via post to:

For complaints about how an assistance case or claim has been handled please contact:.

Phone: 02045 179 880

If you are still unhappy about our service, you can contact the Financial Ombudsman Service:.

Financial Ombudsman Service Exchange Tower
Harbour Exchange Square
London
E14 9SR

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

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 0343 658 0350.

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

Gadget Travel Insurance is designed to cover personal (portable) electronic gadgets and communication devices you carry with you on holiday anf laptops up to 18 months old.

Accidental Loss, Theft, Mechanical Breakdown (Excluding Laptops) and Damage

During the first 48 hours after purchasing your policy you will not be covered for the following if:

• Any Pandemic Illness
• Any claims for Personal Quarantine
• Any claims for illness of you, your travel companion, close relative or colleague