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0343 658 0350

0343 658 0350

Open Mon-Fri: 08:30-18:00
Sat: 09:00-17:00
Open Mon-Fri: 08:30-18:00
Sat: 09:00-17:00

Frequently Asked Questions

We’ve gathered essential information to address your most common questions. We aim to make your experience seamless and informed, ensuring you have the information you need at your fingertips. Feel free to reach out if  you don’t find the information you’re looking for.

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Comprehensive Cover

Proud to cover you with confidence

Comprehensive Cover

Safe and Secure

Barrhead Travel Insurance is an Authorised Representative of ROCK Insurance Group.

Safe and Secure

24 Hour Emergency Helpline

Giving you peace of mind that we're here if you need us in an emergency

24 Hour Emergency Helpline

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.

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].

We hope you are happy with the cover this policy provides. However, you have the right to cancel this policy, should it not meet your needs, within 14 days from either the date of purchase or receipt of your certificate of insurance, whichever is later, and provided that you have not already travelled and do not intend to make a claim. 
 
If you do decide to cancel the policy during the 14 cooling off period then your premium will be refunded in full, provided no claims have been made or no incidents have occurred that may give rise to a claim. Should you decide to cancel after the 14 day cooling off period no refund will be given.

Your policy is emailed directly to your email address shortly after being issued. Please note that some internet providers filter our automated emails as spam, so check your spam/junk folder if the email hasn’t arrived.

Alternatively, if you’d prefer your documents to be sent by post, you can request this by emailing us at [email protected].

If you have paid the appropriate premium, you are covered for cancellation of your holiday for the reasons stated in the policy wordings so long as the incident occurs after the start date on your policy. 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.

To contact our customer services team please call us on 0343 658 0350.

Monday to Friday – 8:30am to 6pm

Saturday – 9am to 5pm

Sunday & Bank Holidays – Closed

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.

If you opt out of auto-renewal, your policy will not automatically renew at the end of the term. You will be responsible for ensuring your policy is renewed manually before the expiry date to maintain continuous coverage. Please be aware that opting out may result in a gap in coverage if the policy is not renewed in time. If you choose to opt out, you can opt back in to automatic renewal by simply contacting us before your policy expires. We will send you a reminder 21 days before your policy expires.

If you do not wish to have your annual multi-trip policy renewed please click here.

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

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.

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

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 under this policy is provided for unforseen events, in particular, cover is provided under Emergency Medical & Repatriation for unforeseen bodily injury or illness. Pregnancy and childbirth are not considered to be either an illness or injury. Cover is only provided under the Emergency Medical & Repatriation Expenses, and Hospital Benefits section of this policy for claims arising from complications or pregnancy and childbirth. Please make sure you read the definition of complications or pregnancy and childbirth given under the Meaning of Words in the Policy Wording.
The maximum duration of any one trip is 62 days if aged 64 and under or 31 days if aged 65 and over.
 
If any trip exceeds these limits there is no cover under this policy for any additional days over the covered period.
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.
Most sections of the policy carry an excess. This is the first amount of any claim that you will have to pay. The amount may vary depending on the level of cover you have chosen. The excess is per person per incident, limited to two excess amounts if more than one insured person is claiming, per trip. You can add optional excess waiver to your policy this will remove the excess from any claim. When you purchase this cover it will be shown on your policy schedule.

For annual multi-trip policies, each insured adult can travel independently.

Any number of trips in the policy year but limited to 31 days per trip, or 62 days per trip if you are aged 64 or under and have paid the optional additional premium.

These are the different levels of cover offered under this policy. Standard offers the least cover, with the highest excess for the cheapest premium. Premier offers a wider range of cover at higher levels with a reasonable excess and is priced reasonably. Premier Plus cover provides the widest range of cover and the highest levels of protection for you and requires you to pay the least amount of excess. As a result Premier Plus cover is the more expensive choice.

Yes we do. The maximum age for taking this policy out is 79 at the commencement of the policy for annual multi-trips and single trips, however winter sports cover is not available to those older than 65.

No, this policy is only available to UK residents.

  • Single Trip policies
  • Annual Multi-trip policies with maximum trip duration of 31 days (can be upgraded to 62 days if under 65 years old)
  • For Individuals, Couples and Families (including Single Parent Family)
  • Including optional covers for Winter Sports, Golf, Business Equipment, Wedding and Cruise
  • Standard, Premier and Premier Plus levels of cover

We accept Visa, MasterCard, Maestro/Switch, Solo, Visa Electron, Delta and American Express.

At the time of booking your travel arrangements to make sure that you have cancellation cover in place for that particular trip.

If your travel arrangements change then you must call ROCK Insurance Group immediately on 0343 658 0350. You must be able to provide the correct period of insurance on your documentation in the event of a claim.

Please ensure that you 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.

If your policy includes the Excess Waiver, you will not need to pay the excess on any claim. The Excess Waiver must be purchased at the time of booking the insurance and cannot be added on later. Please contact ROCK Insurance Group on 0343 658 0350.

You should check with your doctor as soon as possible. Your doctor will be best advised to tell you what vaccinations are required, if any.

Single Trip – Yes

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.

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

If you have an emergency during your trip, if you require medical treatment outside your home country or if you have to return early to your home country, please phone +44 (0) 2045 179 877 and quote your policy number. They provide 24 hour service, 365 days a year.

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 did actually occur. If you leave luggage and personal items unattended in a public place then we cannot be held responsible for any resultant claim. You should always take reasonable care to look after your property and treat it as if it were not insured. There is no cover for cash or valuables left in an unattended vehicle at any time, even if the vehicle is locked.

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.

You must tell us of all your pre-existing medical conditions unless they are all listed in the Waived Conditions section of your policy wording.

If you have any other pre-existing medical condition(s) or your medical condition(s) does not meet the criteria in the policy wording, you must contact the medical screening helpline on 03436 580 350 to declare ALL your medical conditions and ensure that the cover will meet your needs.

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).

For people who have trouble finding travel insurance for pre-existing medical conditions, the British Insurance Brokers’ Association (BIBA) has a directory of specialist insurers. To find out more, or if on the odd occasion we are unable to provide the cover you need, contact BIBA on 0370 950 1790. You can also search BIBA’s medical directory online.

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.

This policy will cover you when you are engaging in the following winter sports on a non-competitive and non-professional basis during your trip when you have paid the additional winter sports premium:

  • Cat Skiing (with guides)
  • Cross country skiing
  • Langlauf (cross country skiing)
  • Monoskiing (not for time trials/speed skills or racing)
  • Skiing on piste
  • Skiing or snowboarding off piste (within local ski patrol guidelines)
  • Sledging/tobogganing
  • Snow blading (no jumping tricks)
  • Snow bobbing
  • Snow scooting
  • Snow shoe walking
  • Snow shoeing
  • Snow tubing
  • Snow blading
  • Snow boarding on piste


The following activities will be covered but there will be no cover in respect of any Personal Accident or Personal Liability claims:

  • Kite snowboarding
  • Snow go karting
  • Skidoo
  • Snow carting
  • Snowmobiling
  • Snowmobile safari


Even if the appropriate winter sports premium has been paid, the following activities will remain excluded:

  • Aerial skiing
  • Air boarding
  • Biathlon
  • Bobsleigh
  • Freestyle skiing
  • Heli skiing or heli boarding
  • Ice climbing
  • Ice diving
  • Ice fishing by snowmobile
  • Ice hockey
  • Ice holing
  • Ice marathon
  • Ice speedway
  • Nordic skiing
  • Paraskiing
  • Ski acrobatics/aerials
  • Ski jumping
  • Ski mountaineering
  • Ski or ski bob
  • Ski race training
  • Ski racing
  • Ski randonee
  • Ski stunting
  • Ski touring
  • Ski yawing
  • Skiing/snowboarding off piste (outside local ski patrol guidelines/outside recognised and authorised areas)
  • Snow biking
  • Snow cat driving
  • Snow kiting
  • Snow parascending
  • Tandem skiing
  • Use of skeletons


You are not covered when engaging in organised competitions or when skiing against local authority warning or advice.

This policy covers many sports and activities as standard. There are some activities that require payment of an additional premium to be covered. There are also some activities which this policy will not cover. Please consult the policy wording for more details.

Yes, up to £1,500 with a Single Article limit of £250, provided you have paid the additional premium for the Golf cover optional add-on.

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.

For all claims except under Section 12 – Gadget Cover, please call 02045 179 877, open Mon-Fri: 09:00-17:00.
 
To make a claim under Section 12 – Gadget Cover, please visit www.eclaimcity.co.uk or contact Citymain Administrators Ltd. on 03300 531 830, open Mon-Sat: 08:00-17:30.

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 Mon-Fri: 09.00-17.00.

Gadget Claims– 03300 531 830, open Mon-Sat: 08.00-17.30.

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.

USEFUL LINKS

Barrhead Travel Insurance is arranged and administered by ROCK Insurance Group. Barrhead Travel is an Appointed Representative of ROCK Insurance Group.  ROCK Insurance Group is a trading style of Rock Insurance Services Limited who is authorised and regulated by the Financial Conduct Authority (FCA No. 300317). Rock Insurance Services is registered in England and Wales. Company no. 04255878. Registered Office: 135 High Street, Crawley, West Sussex, RH10 1DQ. ROCK Insurance Services Limited is part of Staysure Group Limited

ROCK receives payment from the Insurer for the sale, service and renewal of your insurance policy. This payment is included in the premium you pay and is not an extra fee. Staff may receive monthly or periodic rewards and bonus payments for their performance. This is based on various targets, including the quality of service provided to you, and is designed to ensure they act in your best interests.

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