ROCK Insurance Group Bewertungen 

Extremely poor company to deal with , poor communication and feel ripped off over insurance policy ,just use some one else and save your time and money

Took a policy out with rock it’s a platform for leisure guard insurance services.
Last year took the same policy out which included Cruise cover this year for some reason they couldn’t put it on the insurance certificate. I rang up and complained about it. They said they could email me up with an insurance certificate but they couldn’t supply me with a hardcopy so within 14 days cooling off period I had my money back. when talking to people in leisure guard insurance service services good luck with the dialect and their accent it is horrendous. I would stay away from them.

For the past 9 weeks, I've been trying to resolve a travel insurance claim originally taken out through Rock Insurance (Leisure Guard) and handled by AXA.

After being asked to provide every receipt and supporting document, I photographed everything, organised it in date order and submitted it exactly as requested. Every email has generated an automated acknowledgement confirming receipt. Since then? Nothing. Despite chase after chase after chase, I haven't received an update from a claims handler and, to date, £0 has been reimbursed.

This isn't a claim for holiday spending. While travelling in South East Asia, conflict in the Middle East disrupted flights through Doha, preventing me from getting home as planned and unexpectedly extending my stay. During that time, I had to pay for essential expenses, including my epilepsy medication and a minor operation. The claim includes over £1,000 in documented medical costs, all fully supported by the receipts they requested.

I've worked in healthcare recruitment for over 12 years. Every day I speak to professionals whose work revolves around caring for people, communicating clearly and supporting them through difficult situations. That experience has made this process even harder to understand.

I completely accept that complex insurance claims take time. What I don't understand is how a company can request extensive documentation, confirm it has been received, and then leave a customer wondering for more than nine weeks whether anyone is actually dealing with the claim.

For me, this has never been just about the money. It's about communication, accountability and treating customers with the respect of simply keeping them informed.

I'm sharing my experience in the hope that it finally prompts a response and encourages others to consider customer service just as carefully as they consider the level of cover when choosing travel insurance and I highly recommend not using the below.

Not even left the country yet and would never use this company again. My daughter got lightly scratched by a cat whilst on holiday 11 months ago, took her to the hospital for rabies injections just incase, cuts needed no treatment at the time or anytime since. Declared it on travel insurance as we had to have some of the injections back in England, they recorded it as a soft tissue injury. This lovely company wanted an additional £23.40 premium otherwise my daughters pre existing conditions....asthma, would no longer be covered although they state covered as standard, leaving me no choice but to pay as they wont refund so i can look elsewhere. Save your money and get insurance elsewhere.

Call handled by Mlu, who was very helpful and considerate.

Booked a long trip policy that meets our needs. Initial policy email came back with an incorrect amount, less than we had paid through MSM.

Called and took out the same policy... premium the same, existing conditions now on policy, premium stated however still different to that paid.

Looks resolved, used bank credit card just in case, should be OK with refund.

Thank you regardless to Mlu!

READ BEFORE ADDING THIS COMPANY TO YOUR LIST

I have used many insurance companies over the years, and this has been the worst experience I have had, especially considering the policy was provided through Tesco. Based on my experience, I would rate the service 1 star.

We only intended to use the policy for one year, but it was automatically renewed without any notice being sent to us, either by email or by post. We then discovered that we had been charged the full annual premium.

When we contacted them to request a refund, we encountered what appeared to be misleading and inconsistent information. We were told that a 21-day renewal reminder had been sent, but we never received any notification, either electronically or by post. They should provide us the date they send us the reminder, but they don't.

Despite explaining the situation, they have only offered to refund 50% of the amount charged, which I do not believe is a fair outcome.

Based on my experience, I would not recommend this company to others. Please consider this carefully before taking out a policy with them.

They refused to renew our policy abroad (took them 45 days to respond) due to a minor injury that happened and not an ongoing issue, they are bad at communication, their claim portal was down for weeks, they are never clear in emails etc

Never go with them

I purchased an annual insurance policy.

Months later (before going on holiday) I fell and broke my arm, and called to tell them. In response they cancelled my policy without refund because I did not declare my broken arm as a pre-existing condition.

I didn't declare it because my arm wasn't broken when I bought the policy...

They have investigated my complaint and upheld their own decision. I've gone to the ombudsman.

Told them we wasn’t renewing the insurance and they confirmed by email that payment won’t be taken. Woken up today to £66 taken from our bank. Not happy as this has used up money we need. Obviously someone can’t do their job.

Avoid. I purchased travel insurance from them, then I couldn't log in to declare medical conditions. I decided to buy alternative cheaper travel insurance, thinking the jet2/rock insurance would be easy to cancel and be refunded within the 14 day cooling off period. Wrong. They say I cannot have a refund even though I did contact them within this window. I contacted them via an email address I saw in the small print but apparently it should've been a phone call. I don't know how they can say that when I still contacted them using the information I received. I assume they make their money from scamming people.

Operate in conjunction with Tesco travel insurance. Use call agents based outside the UK, not fully aware of UK law, incorrectly stating a person who is hearing impaired should have a Power of Attorney in place. Disgraceful disability discrimination.

Booked the insurance as you do a week before you fly because it was a last minute flight. Been advised today that its not eligible and only calls days later to inform me when i could of arranged alternative insurance by now. First time using and wont use them again either.

Filing a claim was a piece of cake

I feel utterly ripped off by Rock insurance. After paying for my boyfriends Insurance with them via the Jet2 app, i was told on a call with Jet2 he couldn't be insured so I asked for a refund, to then be told to contact Rock which both of us have done numerous times, countless emails and calls from myself and my boyfriend. Each response the same to both of us: I must let the policy holder request the refund Andy boyfriend gets 'the booking must make the request' ie me. Basically going round in circles. Today I called and spoke with an agent who told me he could only deal with the policy holder ( its all under my name in the booking with jet2 and my payment), the agent called my boyfriend and I was included in the call: we are out of the 14 day cooling off window '. We first initiated the cancellation and refund well within the 14 day period. I honestly feel like Rock are taking the micky and someone's having a good laugh over there.
You are ripping people off. It was a straight forward cancel and refund request within the 14 days and you've sent us in circles and honestly its way too stressful to deal with.
I would stay well clear of taking out insurance with Jet2/Rock.
I feel sorrier for all those that need the insurance amd the company won't pay out.
You need investigating

Easy online shopping

Very easy to work with also Stone suggest this company to everyone I know no complaints. Great customer service good understanding.

Started at 8:30 am with Onthebeach live chat about my Holiday insurance. A simple question of , I have booked a holiday to Egypt and taken your Rock European insurance cover. Have I taken the correct insurance of European cover or should I have taken the other cover of worldwide cover. 2 hours 30 minutes later after being passed from Onthebeach to Rock insurance numerous times. A Rock insurance agent LUNATHI took charge of the situation and I was informed this is not acceptable from us ! I was put on hold for only a couple minutes and LUNATHI had not only found the answer to my inquiry but also an email was being generated and sent of the decision. I can not thank LUNATI enough for removing 2 and 1/2 hours of frustration from my shoulders. I hope Rock Insurance gives bonuses and LUNATHI receives a generous Xmas Bonus. Thank you 🏆LUNATHI 🏆 Merry Xmas and a Happy New Year to you and your family. 🎄

Great price but does not cover for delayed flight and insurance for alternative flight and travel arrangements.

Im md rayhan Sheikh

I had to cancel my cruise booked for 5th July 2025 as my son was diagnosed with Leukemia and was unable to travel. I made Rock aware as soon as I could and have had multiple emails going back and forth saying that things I had already sent had not been received etc. we are now 5 months down the line and I still have not been paid out. They have now advised that the form completed by the consultant in July has to be completed by the GP. I am owed approx £5000 from the insurance company who are ignoring my enquiries.