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 01293 855 783 to check that your email address is correct and they will re-send to you. Alternatively, please get in touch via email at [email protected].
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 policies.
Backpacker – No, you will be covered from the date that you purchase your policy.
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. 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.
You can contact us at [email protected], or send your complaint via post to:
The Compliance Manager
ROCK Insurance Group
Griffin House
135 High Street
Crawley
West Sussex
RH10 1DQ
For complaints about how an assistance case or travel claim has been handled please contact:
The Complaint Team
AXA Partners
The Quadrangle
106-118 Station Road
Redhill
RH1 1PR
Phone us: 02045 179 880
Email us: [email protected]
For complaints about how a Gadget claim has been handled, please contact:
Customer Relations Officer
Taurus Insurance Services
Limited Suite 2209-2217
Eurotowers
Europort Road,
Gibraltar
Phone us: 0330 020 0045
Email us: [email protected]
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
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 01293 855 783 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 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) we 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.
The excess is the amount you pay when you make a claim which is set out in the table of benefits. Where a claim is made for the same incident only one excess will apply per trip, per insured person (max 2). If you use a Reciprocal Health Arrangement, any other arrangement with another country or private medical insurance to reduce your medical expenses, you won’t have to pay an excess.
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 destination 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, Algeria, Andorra, Armenia, Austria, the Azores, Baltic Islands, Belgium, Bosnia & Herzegovina, Bulgaria, Croatia, Cyprus, the Czech Republic, Denmark, Egypt, Estonia, the Faroe Islands, Finland (including Lapland), France (including Corsica), Georgia, Germany, Gibraltar, Greece (including the Greek Islands), Hungary, Iceland, Ireland (Republic of), Israel, Italy, Jordan, Latvia, Libya, Liechtenstein, Lithuania, Luxembourg, Madeira, Malta (including Gozo), Moldova, Monaco, Montenegro, Morocco, the Netherlands, North Macedonia, Norway, Poland, Portugal, Romania, San Marino, Sardinia, Serbia, Slovakia, Slovenia, Spain (including the Balearic Islands and the Canary Islands), Svalbard Islands, Sweden, Switzerland, Tunisia, Turkey and the Vatican City.
Australia and New Zealand (Only Available On Backpacker Policies)
Countries listed under Europe, and 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 (Only Available On Backpacker Policies)
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).
The maximum limit of a Single Trip policy when purchasing, or extending a policy is 365 days if you are aged 74 and under, or 31 days if you are aged between 75 and 84.
The maximum duration of any one trip is 31 consecutive days, if you have purchased our Economy or Standard Cover. If you have purchased our Premier Cover, the maximum duration of any one trip is 60 Days.
People that reside in the UK (including the Channel Islands and Isle of Man) and that they are registered with a doctor in the UK (Channel Islands or Isle of Man).
Unfortunately not. You must be a permanent resident of the United Kingdom (including the Channel Islands and Isle of Man) to be eligible to purchase travel insurance from us. Your trip must also start and finish in the UK too.
Pregnancy is not an illness so it is not covered, however if there are complications during pregnancy these are covered.
For full details of pregnancy complications please refer to your policy booklet.
Yes, we can offer travel insurance to customers up to and including the age of 84 for Single Trip policies. We are only able to cover customers up and including the age of 74 on our Annual Multi-trip policies, and up to including the age of 49 years old on our Backpacker policies.
Single Trip – There are 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
Backpacker – We are unable to offer cover within the UK
The maximum limit of a Backpacker policy is 552 Days.
Optional Gadget cover provides cover for the loss, theft, accidental or malicious damage of the following personal electronics: Mobile Phones, Smart Phones, Laptops (including custom built), Tablets, Digital Cameras, Games Consoles, Video Cameras, Camera Lenses, Bluetooth Headsets, Bluetooth Speakers, Satellite Navigation Devices, E-Readers, Head/Ear Phones, Smart Watches or a wrist worn Health and Fitness Tracker. Terms, conditions and exclusions apply.
You will only be covered for Gadgets if you have paid the appropriate additional premium and the cover is displayed on your policy certificate.
Optional Gadget cover provides cover for the loss, theft, accidental or malicious damage of the following personal electronics: Mobile Phones, Smart Phones, Laptops (including custom built), Tablets, Digital Cameras, Games Consoles, Video Cameras, Camera Lenses, Bluetooth Headsets, Bluetooth Speakers, Satellite Navigation Devices, E-Readers, Head/Ear Phones, Smart Watches or a wrist worn Health and Fitness Tracker. Terms, conditions and exclusions apply.
You will not be covered for any incidents that occur because your gadget was left out of your immediate control, for example in checked baggage, nor liquid damage if it occured while you were taking part in water-based activites.
Please note, you must report loss/theft/malicious damage to the local police and your network provider where appropriate, within 24 hours of discovery to have a valid claim.
If you do not wish to have your Annual Multi-Trip policy renewed please contact us on 01293 855 783 or email us at [email protected].
Please contact us at least 7 days prior to your policy renewal date to avoid payment being taken.
If you need Emergency Medical Assistance abroad or need to cut short your trip, please call our 24/7 Emergency Assistance Team:
+44 (0) 2045 179 882
Please have your policy number on hand.
The definition of a pre-existing medical condition may vary based upon where you purchased your policy. Please check your policy wording for the full definition of a pre-existing medical condition.
In general, a pre-existing medical condition may be defined as any medical condition you have been prescribed medication for, received treatment for, or are awaiting to receive treatment for in the past 12 months to 2 years. Additionally, you may have to declare specific conditions that you have suffered from, been treated for, or prescribed medication for in the past 5 years, such as cancerous conditions, psychological conditions, and heart-related or blood flow conditions.
This is not an exhaustive list, so please check your policy wording to see the conditions you have to declare, and give our team a call you have any questions. We cannot provide medical advice, so if you are unsure about a diagnosis you have received, please reach out to your medical practitioner for clarity.
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.
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 – 01293 665 873
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).
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.
Winter Sports Cover is available to purchase as a part of your policy for an additional premium, to provide more cover for those specific sports trips.
Limits, excesses and exclusions apply, for full details please refer to your policy booklet.
You will be covered automatically for Medical Emergency, Cancellation And Lost/Delayed Luggage, subject to terms and conditions.
Your policy can be extended to include Optional Cruise Cover, which includes Missed Port Departure, Itinerary Change, Cabin Confinement and Unused Excursions.
If you have purchased this cover it will be shown on your policy schedule.
Please check your policy wording for a full list of winter sports activities that are covered if you have paid the additional Winter Sports premium.
If you are participating in a sport or activity that you do not see listed in the policy wording then please contact us on 01293 855783.
If you are abroad and you require Emergency medical assistance, or need to cut short your trip, please call:
+44 (0) 2045 179 882
Available 24 hours a day, 7 days a week.
To make a claim for all sections except Section 9 – Gadget cover:
Make a claim online:
https://insurefor.uk.axa.travel/
or call:
02045 179 882
Open Monday – Friday: 9am – 5pm.
For any claims details for policies purchased before these dates, please visit our Contact us page.
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 other medical test which falls outside of the transport provider’s terms of travel.
Yes, Your policy will cover you subject to the terms and conditions, if you need to cancel your trip because:
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.
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.
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.
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.
No, you 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.
No, if this happens, please contact your tour operator or travel provider for assistance.
