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What are the maximum age limits on this insurance?

• Single Trip policies - 85 years of age at the time of purchase.

• Annual Multi-trip policies–70 years of age at the time of purchase.

• Winter Sports policies–60 years of age at the time of purchase.

Do it cover pre-existing medical conditions?

• 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 0343 6580 357 . 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).

I have not received my documents, what should I do?

Your policy is sent to you via the email address you provide them. Please note that some internet providers filter out automated emails as SPAM so please check your SPAM/junk folder if the email has not been received. If you haven't received it please email them at [email protected] or call them on 0343 6580 357 to send it again.

If cover is refused for my medical condition, am I still covered?

You will not be covered should any event arise as a direct or indirect result of your pre-existing medical condition. However, all other events/circumstances will still be covered under the policy providing that the terms and conditions are met.

Does it cover sports and activities?

• Please check your policy wording for a full list of sports and activities that are covered.

• If you are partaking in a sport or activity that you do not see listed in the policy wording then please contact them on 0343 6580 357.

How can I make a complaint?

It is their intention to give you the best possible service but if you do have any questions or concerns about this insurance or the handling of a claim you should in the first instance please contact ROCK Insurance Group who arranged the insurance on your behalf. 

How will my complaint be dealt with?

• They aim to deal with any complaint within 24 hours of receipt however they guarantee that you will be contacted by letter or telephone within 5 days of receipt of your complaint. This will either be a response to your complaint or if they are not able to respond at this time they will inform you of who is handling your complaint, and explain why they are unable to respond at this time. If after 4 weeks, they have still unable to resolve your complaint you will receive a further letter informing you of their progress.

• If after a further 4 weeks they are still unable to resolve your complaint you will receive a letter explaining why they cannot respond to your complaint. they will indicate when they expect to respond and will provide details of your right to refer your complaint to The Financial Ombudsman Service, Exchange Tower, London E14 9SR. Tel: 0800 023 4 567.

• Your statutory rights are not affected if you choose to follow any of the complaints procedures above. For further information about your statutory rights contact your local authority, Trading Standards Service or Citizens Advice Bureau.