COVID-19: What are you covered for?
Am I covered if I (or my travelling companion or people we are due to stay with) test positive for Coronavirus (COVID-19) within 14 days of my holiday?
Yes, Your policy will cover you subject to the terms and conditions, if you need to cancel your trip because:
You or a close relative are diagnosed with or have contracted COVID-19, providing it has been more than 48 hours since you purchased the policy.
or You are required to self-isolate, subject to a positive test result/confirmation from a GP, or notification from the Track & Trace system and if someone you were due to travel with or stay with on your trip needs to self-isolate.
Am I covered if either I or my travelling companion are denied boarding by the transport operator (eg. airline) as a result of a positive test or temperature reading?
Yes, cover is provided if you or your travel companion are denied boarding following either a COVID-19 diagnosis with an NHS or other government official test or receiving a temperature test reading or othermedical test which falls outside of the transport provider’s terms of travel.
Am I covered for medical costs if I fall ill with Coronavirus (COVID-19) whilst I am abroad?
Yes. This would be covered under medical expenses section of the policy. If medically necessary we will also arrange for you to be brought back home.
Providing you aren’t travelling against the advice of Foreign, Commonwealth & Development Office (FCDO) or another regulatory authority
Am I covered for any additional costs following the diagnosis of Coronavirus COVID-19 whilst abroad?
Yes you are covered, If you contract coronavirus whilst on your trip, we will pay up (to the amount shown in the summary of cover) for costs incurred outside your home country that have been authorised by the emergency assistance company.
Am I covered if I fall ill with COVID-19 whilst abroad and as a result need to extend my stay?
Yes, if you develop COVID-19 whilst abroad your policy will cover you for emergency medical treatment, repatriation and other expenses and additional transport and accommodation if you are unable to return home as planned.
Am I still covered if the FCDO advice changes whilst I am abroad?
Yes. Providing you aren’t travelling against the advice of Foreign, Commonwealth & Development Office(FCDO) or another regulatory authority then you are covered subject to the terms and conditions.
COVID-19: What Are You Not Covered For?
Am I covered if my trip is going ahead as planned but I no longer wish to travel?
No. We understand how this can make your trip less enjoyable and means you may incur additional costs, but unfortunately this wouldn’t be covered – as it’s still your choice whether to go or not. It’s usually worth speaking to your tour operator or travel provider to see if they can move your dates.
Am I covered if the Foreign, Commonwealth and Development Office (FCDO) or World Health Organisation (WHO) or local regulator advise against all but essential travel?
noyou are not covered,if you are unable to travel because the government/or another regulatory authority have imposed restrictions,including national lockdown or regional quarantine.
Am I covered if the area I am staying is placed into lockdown by the local government and I cannot return home when I am due to come back?
No.If this happens, please contact your tour operator or travel provider for assistance.
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 here
Travel insurance provides benefits over and above the medical treatment costs that are covered by the Global Health Insurance Card (GHIC).
Cover is available up to 548 days if you are up to the age of 64 years old. If you are 65 or over then the maximum trip duration is limited to 92 days.
Cover is available up to 548 days if you are up to the age of 64 years old. If you are 65 or over then the maximum trip duration is limited to 92 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 you have purchased Standard, Premier or Premier Plus cover then your policy can be extended to include Cruise Cover which includes missed port departure, itinerary change, cabin confinement and unused excursions, subject to terms and conditions.
If you have purchased this cover it will be shown on your policy schedule.
To contact our custoemr services team please call us on0343 6580350
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
If 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
Open Monday to Friday- 09.00 to 17.00
Gadget Claims- 03300 531830
Open Monday to Saturday- 08.00 to 17.30
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 0343 658 350 or email us at [email protected] 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 receive a partial refund, providing you have not travelled, made a claim or intend to make a claim.
If you cancel an Annual Multi-trip policy after the first 14 days of receipt (or after the renewal date) you will refund a portion of the premium depending on the number of complete months remaining on your policy providing you are not on a trip at the time the policy is cancelled and no claim has been made since the policy was issued or renewed.
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 department on 0343 658 0350 to ascertain that your email address is correct and they will re-send to you. Alternatively, please get in touch via email at [email protected].
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
- or are waiting to receive treatment (including surgery, tests, or investigations) within the last 12 months.
When applying for travel insurance with pre-existing medical conditions you have to complete a medical screening, either online or over the phone. This is simply a set of questions related to the condition of your health, designed to ascertain the type and severity or risk of the pre-existing medical condition you have.
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 co[email protected], or send your complaint via post to:.
The Compliance Manager
ROCK Insurance Group
Griffin House
135 High Street
Crawley
West Sussex
RH0 1DQ
For complaints about how an assistance case or claim has been handled please contact:.
AXA Complaint Service
The Quadrangle
106-118 Station Road
Redhill
Surrey
RH1 1PR
Phone: +44 (0) 330 024 1307
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.
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 :
Medical Screening - 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).
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 03436 580 350 .
Single Trip- No Requirements
Annual Multi-Trip - Where you have selected an Annual Multi-trip policy your policy is valid for UK travel where you have at least 2 nights pre-booked accommodation or pre-booked transport at least 50 miles from your home, or travelling abroad where the trip starts and finishes in your home area.
Gadget Travel Insurance is designed to cover personal (portable) electronic gadgets and communication devices you carry with you on holiday subject to a maximum age of 5 years of age and laptops up to a maximum of 18 months old.
Accidental Loss, Theft, Mechanical Breakdown (excluding Laptops) and Damage.
Single Trip- No, you will be covered from the date that you purchase your policy.
Annual Multi Trip- Yes, you will not be covered for cancellation before the start date for all Annual policy.
