Rock Insurance Group
Reviews and Complaints

Booked a holiday with Jet2 last year and was told I have to use Rock Insurance.

After deciding to use annual travel insurance with another company was told the recent payment to Jet2 insurance would be refunded., which I never received.

This year booked another holiday for March and went with another travel insurance company.

This morning had an email from Rock Insurance thanking me for payment, money had been taken from my bank account without any prior notice.

When I phoned Rock Insurance was told they do not give refunds and to contact Jet2, which I did and was then told Jet2 don't do annual insurance.

I explained if the money was taken from my account I will be overdrawn as I had no idea about it.

Finally got through to somebody who told me it would be cancelled and the money would be refunded. So my bank account will be overdrawn until this useless company decide to refund this money

Rock Insurance is one of the worst companies I have ever dealt with.

Took out travel insurance as part of a package with Jet2. A couple of months later and Jet2 have cancelled the holiday and stated we would receive a full refund. The insurance has not been refunded and after exchanging e-mails with Rock, who I have now found out the insurance is with they say that they will only refund 50% of the policy.

Insurance was purchase with the holiday on 31st March

Policy Number: EJE16762021

Policy Type: Essential 2020

Policy Start Date: 23-06-2021

I now of lots of people who have been in the same position and their insurance has been refunded in full, some with a small admin fee which is fair but to keep 50% is unacceptable and to me, cashing in on this pandemic.

On the 30th March I sent, by recorded delivery, details of an insurance claim. To date I have not had the courtesy of an acknowledgement to my correspondence. Customer service is very poor and not what customers expect. There has been no acknowledgement and now believe they will deny ever receiving it. I need to get this sorted quickly.
A two week wait is not acceptable.
Wayne Shaw
wayne.[protected]@btinternet.com
[protected]

We purchased travel insurance from rock on 13/12/2019 for our trip to Corfu in September 2020, Unfortunately due to Covid we had to cancel and spoke to Michelle on 03/07/2020 who said we could carry it over September 2021 which we did. Meanwhile this year 2021 the covid is still around and we have to cancel again. iPhone Rock today and spoke to Donna who went away to clear something then came back and said that out of our £65.54 there was admin fee cancellation fee etc. and we would get back only £27.00. This over 50% of the payment AMD think its totally out of order. We even asked if we could transfer it over to our 2022 holiday but she said no which is rocks fault. She then as I was asking her a question hung up on me and after 39 mins of waiting to be answered in the first place was very ignorant. I was left with no answer no outcome and no-one to solve my problem and felt very disgusted with rock. I would like my payment returned please in full and as quickly as possible, thank you

I had a booking for 10th Dec / 17th Dec with Jet2 from Edinburgh to Lanzarote my holiday has been cancelled by Jet2 I have tried several time on several phone number to speak to a "human being" without success this has taken up hours of my time. Policy No 7676108/W20H as Jet2 have cancelled this holiday I request my £99 fee for the policy is returned. The holiday was to celebrate with my wife our 50th Wedding anniversary. We have no need for the policy now and the money will go towards our (hopefully) next break with Jet2. The contact telephone system you operate is very poor so many options and constant waiting for 25 / 30 minutes then still no one to talk to. Ronald Docherty Tel : [protected]

They don't answer phones and you get cut off after holding for more than an hour. Live chat is just as bad. We cancelled our holiday due to Covid 19 and after watching the Martin Lewis money problem decided to cancel our yearly travel insurance which we arranged via Debenhams as we decided not to travel for at least a year. Took a couple of months to acknowledge our email request. Finally they agreed to a refund. Now we have the problem of trying to get the money back onto the credit card.

Well this company are so un professional firstly they auto renewed my travel insurance after opting out blaming a third party after my complaint
Them when asked about my renewal via email blamed my spam folder.
More expensive than other insurance companies far less professional
Avoid like the plague it would seem they don't care or beleive what the customer is telling them

TRAVEL INSURANCE SOLD BY VARIOUS OTHER NAMES, I PURCHASED OFF DIAMOND,
AVOID like the plague . Had to cancel my holiday one day before we were due to fly to South America due my wifes emergency operation . 7K yes seven thousand pound lost because they will not pay out .
Im refering the claim now to the Financial Ombudsman
Wish me luck Roger

DO NOT USE insurefor.com direct or via comparisin sites. Direct Group Travel Services handle claims on behalf of Rock insurance Company who sell travel insurance on comparison sites under the name of INSUREFOR.COM
These companies are not interested if you ever need to claim on your policy. They do not communicate and refuse to comminicate with the claimants hoping that the claimant will eventually give up.
I suggest you avoid purchasing Insurefor.com /ROCK INSURANCE policy.