Travel Claims
For all queries about claims on policies purchased from 15 December 2022 please contact us on: 0204 5179 882
Open Monday to Friday: 09:00 to 17:00
Or claim online here.
For all queries about Medical Assistance on policies purchased from 15 December 2022 please contact us on: +44 (0) 2045 179 882 / 02045 179 882
For all queries about claims on policies purchased from 25 April 2019 and 14 December 2022 please contact Reactive Claims on:
Claims Telephone: 01420 259 050.
For all queries about Medical Assistance on policies purchased from 25 April 2018 and 14 December 2022 please contact Mayday on: +44 (0)1273 071784.
For all queries about claims on policies purchased from 25 April 2018 to 24 April 2019 please contact Reactive Claims on:
Claims Telephone: 00 44 (0) 1420 259 050.
For all queries about Medical Assistance on policies purchased from 25 April 2018 to 24 April 2019 please contact Global Response on: 00 44 (0) 343 658 0342 and 00 44 (0) 1293 652842
Gadget Claims
If you purchased your policy on on after the 13th March 2024 please contact Taurus:
Online – https://tiga.taurus.claims.
By Phone – 0330 020 0045
If you purchased your policy between 15th December 2022 and 12th March 2024 please contact AXA:
By Phone – tel:03300531834
Your right to complain
We always aim to provide a first class service. However, if you have any cause for complaint, please address these in the first instance to:
The Compliance Manager,
ROCK Insurance Group,
Griffin House,
135 High Street,
Crawley,
West Sussex,
RH10 1DQ
Email: [email protected]
If you would like to complain about the outcome of your travel claim or the assistance provided, you should contact:
Complaints Team
AXA Partners
The Quadrangle
106-118 Station Road
Redhill
RH1 1PR
Phone us: 02045 179 880
If you purchased Gadget Cover on or after the 13th March 2024, and would like to complain, please send this to:
Customer Relations Officer
Taurus Insurance Services Limited
Suite 2209-2217 Eurotowers Europort Road,
Gibraltar
Email: [email protected]
Phone: 0330 020 0045
If you purchased Gadget Cover between the 15th December 2022 and 12th March 2024, and would like to complain, please send your complaint to:
Claims Administrators
Customer Relations
Citymain Administrators Ltd Lakeside,
3000 Western Road
Portsmouth
PO6 3FQ
Email: [email protected]
Phone: 03300531834
We will do our very best to resolve any difficulty you experience, but if we are unable to do this to your satisfaction, disputes may be referred to the Financial Ombudsman Service for review.
For complaints about how a claim for policies purchased from 25 April 2019 and 14 December 2022, has been handled you should contact:
Reactive Claims Limited
PO Box 353
ALTON
GU34 9LE
Email: [email protected]
For complaints about how an assistance case for policies purchased from 25 April 2019 and 14 December 2022, has been handled you should contact:
The Mayday Group,
1 Clifton Mews
Clifton Hill
Brighton
BN1 3HR
Email: [email protected]
If you are still not satisfied you can contact the Financial Ombudsman Service:
Financial Ombudsman Service
Exchange Tower,
Harbour Exchange Square,
London
E14 9SR
Phone: 0800 023 4567
Email: [email protected]
For all queries that are not of a claims and assistance nature please contact us:
Email: [email protected]
Telephone: 0343 658 0220
Monday to Friday 9.00am to 5.00pm,
Or write to us at:
Customer Services Department
ROCK Insurance Group
Griffin House
135 High Street
Crawley
West Sussex
RH10 1DQ
We endeavour to respond to all written queries within two working days.
If you are an annual multi trip policy holder and wish to opt out of automatic renewal go to: www.rockinsurance.com/autorenew
