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FAQs


General Questions

Q How do I file a complaint?

A. Please follow the guidelines below so that  your complaint can be dealt with in the most efficient way possible. 

1. Please submit your complaint in writing to:

Compliance Manager
Rock Insurance Services Limited
3rd Floor, Griffin House
135 High Street
Crawley
West Sussex
RH10 1DQ

2. If you're still unsatisfied after you've received the outcome of your complaint from Rock Insurance Services Limited, you can then ask the Financial Ombudsman Service (FOS) to review your case. You can contact them at the following address:

Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
Docklands
London
E14 9SR

Tel: 0845 080 1800
Email: complaint.info@financial-ombudsman.org.uk

The FOS is an independent body that arbitrates on complaints about general insurance products. It will only consider complaints after you have been provided with written confirmation that the internal complaints procedure has been exhausted. In order for the FOS to review your case, you must send your complaint to them within six months of the date of our final correspondence to you. 

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.

Q What is an "excess fee"?
A. Most sections of the policy carry an "excess fee". This is the amount you will have to pay – separate from your premium – if you wish to make a claim. The amount may vary depending on the level of cover you have chosen, and is applicable per person per section.
Q How can I pay for my policy?

A. We accept Visa, MasterCard, Maestro/Switch, Solo, Visa Electron, Delta and American Express credit and debit cards.

We are only able to accept cheques for policies over the value of £100. The policy will be set up when the cheque has been cleared through our bank. If you have questions, please contact us on 0800 091 3762

Q Can I change my policy?
A. We can change your policy within 14 days of purchase. After this period you will only be able to make administration changes, such as adjusting departure/return dates, extending the policy to cover Special Sports and Activities or upgrading the benefit levels within the policy. Please contact us on 0800 091 3762 if you need to change your policy.
Q Do I need a separate policy for Car Hire Insurance?
A. Car Hire insurance is not included in this Travel Insurance policy, although theft of luggage from a rental car is covered subject to reasonable precautions having been taken – see the Travel Insurance Terms and Conditions (Section 8 – Personal Luggage) for full details.

In terms of the vehicle itself, when you hire a car your car rental agreement will normally cover CDW (collision damage waiver), theft and third party liability. However, should anything happen to the vehicle during your rental agreement you will be required to pay a portion of the costs to the car rental company (the excess). This can be as much as £2,000 with some car rental companies. For this reason, you may want to think about purchasing our Car Hire Insurance, which covers your excess charges as well as other items such as damage to tyres, windscreens and the under body of the car which are often the financial responsibility of the hirer.

Policy

Q Can we travel independently on our Couple/Family Travel Insurance policy?
A. Everyone can travel independently; however, children must be accompanied at all times by a responsible adult. 
Q How often can I travel on an Annual Multi-trip policy?
A. The policy lasts for the complete 12 months, and you can take as many trips/holidays as you wish during the year. Any individual trip or holiday must not last longer than 21 days. If a trip is for a longer period, you will need to purchase a Single Trip policy for that particular trip. 
For an additional premium, you can opt for Winter Sports cover (for a maximum of 17 days per year) or Business or Golf cover (for a maximum of 21 days per day). Contact us on 0800 091 3762.
Q How is my policy delivered?
A. Your policy can be emailed directly to your email address shortly after being issued. Please note that some Internet providers filter our automated emails as spam, so be sure to check your spam/junk folder if the email has not been received. Alternatively your documents can be delivered by post.
Q Are there different policies for single and multiple trips?
A. Single Trip policies allow for trips up to 365 days in duration. Annual Multi-trip policies allow you to travel multiple times within one year, with maximum trip duration of 21 days.
Q What is an "Excess Waiver"?
A. If your policy includes the "Excess Waiver", you will not need to pay the excess on any claim. You can add the Excess Waiver to your policy for additional premium – please contact us on 0800 091 3762.
Q What are the differences between Backpacker, Economy, Standard, Premier and Premier Plus cover?
A. All policies provide you with up to £10,000,000 in cover for medical emergencies and repatriation, as well as £350 for emergency dental treatment and £2,000 for additional accommodation and travelling costs. Economy cover is a basic level policy, with lower levels of cover, significant exclusions and limited optional add-ons. Standard, Premier and Premier Plus cover levels also offer protection for additional items like pet care, legal protection, golf equipment and business equipment. Backpacker is similar to Standard cover, but with some exclusions and limited optional add-ons.

To get the full list of cover levels for each policy, see our Travel Insurance Terms and Conditions

Q Are there any optional extras I can add to this policy?
A. Yes – we provide a number of optional extras. Some of these add extra cover to your policy for an additional premium, such as winter sports cover, business cover, golf cover and cruise cover. Other extras allow you to exclude elements of cover, for a commensurate reduction in your premium, such as baggage/money cover and cancellation cover.

We also offer a Medical Screening optional extra, which allows travellers with pre-existing medical conditions to include these conditions in their cover, or even get cover where it would not otherwise have been offered, for an additional premium.

Q What are the main exclusions and conditions of this policy?
A. You may not be eligible for coverage if:
  • You’re 55 years of age or older
  • You live outside of the UK, or have spent more than six months abroad in the year prior to attempting to purchase a policy
  • You’re under 18 or over 45 and want Backpacker cover
  • You’re planning on travelling against the advice of a medical practitioner

There are also a number of limitations on cover and different policy exclusions depending upon which level of cover is taken out – please see the Travel Insurance Terms and Conditions for full details.

Cover

Q Are items left in my car covered?
A. No – there is no cover for cash or valuables left in an unattended vehicle at any time, even if the vehicle is locked. You should always take reasonable care to look after your property and treat it as if it were not insured.
Q Am I covered for a cruise holiday?
A. Yes – if you're going on a cruise, or a cruise makes up part of your trip, you can add cruise cover for an additional premium.
Q Are there age limits for cover?
A. Yes – if you’re 55 or older, you won’t be covered under the Economy, Standard or Premier policies, and if you’re 46 or older, you won’t be covered under the Backpacker policy. Contact us on 0844 482 1053* to see if you can obtain a quote on an alternative policy.

*Calls to 0844 numbers cost 3p per minute when calling from a BT landline. Calls from other networks and mobile phones could be considerably higher.

Q Do you cover non-UK residents?

A.  Our policies are only available to residents of the UK or Isle of Man and are registered with a medical practitioner. However, if you are not a UK resident please contact us directly on 0800 091 3762 as we may be able to offer you an alternative policy.

Q Are my glasses covered?
A. Yes, there is cover for glasses on our policies – they are included as valuables. However, the maximum amount that will be paid for sunglasses or prescription glasses of any kind is £150 for Economy and Standard cover, and £200 for Premier cover.
Q Am I covered if my plans change?
A. Yes – if your travel arrangements change, then you must call us immediately on 0800 091 3762. You must be able to provide the correct period of insurance on your documentation in the event of a claim.
Q Am I covered for cancellation?
A. Yes – as you book your travel arrangements, check to make sure that you have cancellation cover in place for that particular trip. If you have paid the appropriate premium, you are covered for cancellation of your holiday for the reasons stated in the policy wordings. 
You may be able to claim (subject to the Policy Terms and Conditions) for any travel or accommodation costs that you have either already paid or are contracted to pay, that you cannot reclaim from the tour operator.

Making a Claim

Q What if my bag is stolen with all my travel documents and money whilst I am travelling?
A. You must report theft or losses to the police or relevant authority within 24 hours of the event and obtain a written report. These reports are the only proof that the loss/theft actually occurred. Without them, Fortis cannot make any payment to you. If you leave luggage and personal items unattended in a public place then Fortis cannot be held responsible for any resultant claim.
Q What documents do I need to take on my trip?
A. Make sure to take a copy of your certificate of insurance and a copy of the full policy wording – these documents contain important numbers that you may require whilst travelling.
Q How do I make a claim?

A. Please contact us to file your claim. Depending on when you purchased your policy, your contacts may vary.
For policies purchased since 28 May 2013:

Claim forms can be obtained online from www.global-response.co.uk/claimsform or by contacting our Claims Helpline on 0843 658 0345. You can also email claimsforms@global-response.co.uk to obtain a claim form, giving your name and policy number, and brief details of your claim.

In your claim, please include the reference number below that relates to your Insurance policy:

  • Single Trip or Extended Stay policies - 13Q42
  • Annual Multi-Trip policies - 13Q43

All claims must be notified within 28 days of your return on a policy claim form, accompanied by original invoices, receipts, reports, etc*.

*Please refer to the relevant section of your policy for specific conditions and details of the supporting evidence that will be required. Please remember that it is always advisable to retain copies of all documents when submitting your claim form. We recommend you use registered post.

For policies purchased before 28 May 2013:

Please visit www.eaclaims.co.uk to get a claim form. If you prefer to speak via phone, our Claims Helpline can be reached at 0843 858 0201. You will need your name, certificate number, and brief details of your claim for the call. Please notify us of your intention to make a claim within 28 days of your return date.  

In your claim, please include the reference number below that relates to your Insurance policy:

  • Single Trip or Extended Stay policies - 12Q42
  • Annual Multi-Trip policies - 12Q43

 

If you want to make a claim, you’ll need the following documents and information:

Q What documents and information will I need to make a claim?

A. If you want to make a claim, you’ll need:

Medical Cover

Q Can my excess fee be reduced?
A. Your excess will be reduced to nil if you have used a European Health Insurance Card (EHIC, formerly E111) to reduce your medical expenses bill or if you have paid the Excess Waiver premium. The EHIC can be used to cover any necessary medical treatment due to either an accident or illness within the European Economic Area (EEA). The EHIC entitles the holder to state-provided medical treatment within the country they are visiting and the service provided will be the same as received by a person covered by the country's "insured" medical scheme.
Q What is the European Health Insurance Card (EHIC)?

A. The European Health Insurance Card (EHIC) is the replacement for the E111 and entitles you to certain free or reduced-cost health arrangements in the EU, EEA or Switzerland. As of 1 January 2006, E111s are not valid.

How to apply for the EHIC:

  • At the Post Office® (21 days) - You can collect an application form and post it yourself or you can use the Post Office® Check & Send service, where they will check the application form and post it for you. For £2 per form, this service offers the convenience, ease and reassurance that the form is completed correctly. Your application should be processed within 21 days.
  • By Telephone (10 days) - You can telephone the NHSBSA EHIC Application Line on 0845 606 2030. Your application should be processed within 10 days.
  • Online (seven days) - You can use the NHSBSA website which can be found at https://www.ehic.org.uk/Internet/home.do to apply, or you can use the Portcreek EHIC Review and Forward service on this website. For £9.95 per application, we’ll check all of your details for common mistakes, and will contact you directly if we think there are any problems with your application that could delay its processing. Your application will then be submitted to the NHSBSA by Portcreek on your behalf. Your application should be processed within seven days.
Q What is a "pre-existing medical condition"?

A. A "pre-existing medical condition" is:

  1. Any past or current medical condition that has given rise to symptoms or for which any form of treatment or prescribed medication, medical consultation, investigation or follow-up/check-up has been required or received during the two years prior to the commencement of cover under the policy and/or prior to any trip, and/or
  2. Any cardiovascular or circulatory condition (e.g. heart condition, hypertension, blood clots, raised cholesterol, stroke, aneurysm) that has occurred at any time prior to the commencement of cover under the policy and/or prior to any trip
Q Am I covered if I'm pregnant?
A. Yes – cover under your policy is provided for unforeseen events. In particular, cover is provided under Section 1 for unforeseen bodily injury or illness. Pregnancy and childbirth are not considered to be either an illness or injury. 
 
For the avoidance of doubt, please note that cover is ONLY given under Sections 1, 3, 4 and 5 of the policy wording for claims arising from complications of pregnancy and childbirth. Please make sure you read the definition of "complications of pregnancy and childbirth" given in your policy wording under the "Meaning of Words".
Q How can my health affect my cover?

A. To be entitled to cover under this insurance, you and all persons named on this policy, on whose behalf you have permission to apply for this insurance, must understand and agree to the following: 

No claim arising directly or indirectly from a pre-existing medical condition affecting you will be covered unless:

  • All your pre-existing medical conditions appear within the waived conditions list, or
  • You have declared your pre-existing medical conditions through online medical screening, have been accepted and you have paid the appropriate additional policy.

If you need to amend your medical screening, you must contact The Medical Screening Team on 01293 655592 or 0843 658 0204.

Cover for pre-existing medical conditions isn't available to  customers visiting from price comparison sites.

Q What if I need medical assistance when travelling?

A. If you need medical assistance while travelling, you must contact the assistance company as soon as possible and get their prior authorisation before incurring any expenses over £500, except in the case of an emergency. In the case of emergency, if you are physically prevented from contacting them immediately, you or someone designated by you must contact them within 48 hours.

For assistance outside the UK, dial: 0843 658 0343 or 01293 655842 

Be sure to quote your policy reference number:

  • Single trip or Extended Stay policy: 13Q42
  • Annual Multi-trip policy: 13Q43

Sports and Activities

Q What does the winter sports extension cover? Which winter sports are not covered?

A. If you have paid the Winter Sports extension, you are covered for: ski equipment, piste closure, avalanche cover, ski hire and ski pack costs up to the limits shown on the schedule of benefits.

Activities covered are:

Big Foot Skiing
Cat Skiing
Cross country skiing/Nordic skiing
Glacier skiing
Husky dog sleigh ride
Ice fishing by snowmobile (snowmobile driven by guides)
Lasso throwing
Monoskiing
Off- piste skiing or snowboarding (within local ski patrol guidelines)
Reindeer sleigh ride
Skiing
Sledging/tobogganing
Snowblading
Snowboarding
Tandem skiing

Activities not covered under any circumstances are:

Heli skiing or heli boarding
Ice hockey
Luging/bobsleighing
Paraskiing
Skeleton
Ski acrobatics
Ski jumping
Ski racing
Ski stunting
Skiing off-piste outside recognised and authorised areas
Snowboarding off-piste outside recognised and authorised areas
Snowmobiling
Q Is scuba diving covered?

A. Yes – scuba diving up to 30 metres is automatically included in your policy. Scuba diving between 30 and 50 metres can be added to your policy for an additional premium. See the Policy Terms and Conditions for more information.

Q Is my golf equipment covered?
A. Yes – if you’ve paid the additional premium for the golf cover extension, a maximum benefit limit of up to £1,000 on Standard cover, £1,500 on Premier cover and £2,000 on Premier Plus is available. Claims for a single club or item of golf equipment are limited to a maximum benefit of £500 for Standard and Premier cover and £1,000 for Premier Plus cover. The golf cover extension is not available for Economy cover.
Q Are any special sports and activities covered at no additional premium?

A. Yes – the following sports and activities are covered for no additional premium:

Abseiling (within organiser’s guidelines)
Angling, Archery
Athletics, Badminton
Banana boating
Baseball
Basketball
Board sailing
Bowling
Bungee jumping (within organiser’s guidelines)
Canoeing (up to grade 2 rivers)
Climbing (on a climbing wall only)
Cricket
Curling
Cycling
Deep sea fishing
Fell walking
Fishing
Football/Soccer (non-competitive)
Glacier walking
Gliding (no cover for crewing or piloting)
Golf
Gymnastics
Handball
Heptathlon
Hiking/trekking/walking (below 4,000 metres)
Horse riding (exc. Competitions/racing/jumping/hunting)
Hot air ballooning (organised pleasure rides only)
Ice skating
Indoor climbing (on climbing wall)
Kayaking (up to grade 2 rivers only)
Kite surfing
Marathon running
Motorcycling (up to 125cc)
Mountain biking
Netball
Organised safari without guns
Orienteering
Overland trips
Parascending over water
Pony trekking
Racket ball
Rackets
Rambling
Rap jumping (within organiser’s guidelines)
Ringos
Roller Skating/blading (wearing pads and helmets)
Rounders Rowing (except racing)
Running
Safari trekking in a vehicle (must be organised tour)
Safari trekking on foot (must be organised tour)
Sailboarding
Scuba diving to 30 metres (within organiser’s guidelines)
Sea kayaking
Skateboarding (wearing pads and helmets)
Snorkelling
Softball
Squash
Surfing
Swimming
Swimming with dolphins
Table tennis
Ten pin bowling
Tennis
Tubing
Tug of war
Volleyball
Wakeboarding
Water polo
Water skiing
White water rafting (within organiser’s guidelines)
Windsurfing
Zorbing

These sports and activities have no Personal Accident or Personal Liability cover.

The following activities have no cover for Personal Accident or Personal Liability:

Camel riding
Catamaran sailing (if qualified)
Clay pigeon shooting
Dinghy sailing
Go karting (within organiser’s guidelines)
Jet boating (no racing)
Jet skiing (no racing)
Paint balling (wearing eye protection)
Rifle range shooting
Sailing/yachting inshore (recreational, no racing)
Shooting (within organiser’s guidelines)
Small bore target shooting (within organiser’s guidelines)
War games (wearing eye protection)
Yachting (if qualified)
Q Which special sports and activities are covered with an additional premium?

A. The following sports and activities are covered for an additional premium:

American football
Climbing (up to 4000 meters)
Dry-slope skiing
Endurance tests
Fives
High-altitude trekking 
Hiking/trekking/walking (above 4000 meters) 
Hockey
Lacrosse
Langlauf
Organised safari with guns
Outdoor endurance events
Parascending (over land)
Rugby 
Sand dune surfing/skiing
Scuba diving between 30m and 50m (within organiser's guidelines) 
Speed skating
Street hockey (wearing pads and helmets)
Summer tobogganing 
Trampolining
Trekking (high altitude)
White water canoeing (up to grade 4 only)

Q Are any special sports and activities not covered?
A. Yes – the following special sports and activities are not covered under any circumstances:

Adventure racing
Base jumping
Biathlons
Big game hunting
Black water rafting
BMX riding
Bouldering
Boxing
Canyoning
Cave tubing
Caving and Pot holing 
Climbing (over 4000 metres)
Cycle racing
Cyclo cross
Drag racing
Flying (except passengers in licensed passenger aircraft)
Free mountaineering
Hang gliding
Harness racing
High diving (over 5 metres)
Hunting (fox/drag)
Jousting
Judo
Karate
Kendo
Manual work
Martial arts 
Micro lighting
Modern pentathlon
Motorcycle racing
Motor racing
Motor rallying 
Mountaineering (over 4000 metres)
Parachuting
Paragliding/parapenting
Pot holing/caving
Powerboat racing
Power lifting
Professional sports of any kind
Quad biking
River bugging
Rock climbing
Rodeo
Roller hockey
Shark diving (in cage)
Skydiving
Speed trail/time trail
Triathlon
Water ski jumping
Weightlifting
Wrestling

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