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FAQs

 

1. Am I covered if I am pregnant?

2. What is a policy Excess?

3. What is a Pre-existing Medical Condition?

4. How do I make a claim?

5. How many children can I insure on a Family policy?

6. What are the Terms and Conditions?

7. What are my cancellation rights?

8. What does Winter Sports cover?

9. What do I do if I need medical assistance when travelling?

10. Can we travel independently on our Couple/Family travel insurance policy?

11. How often can I travel on an Annual Multi Trip policy?

12. What is the difference between Standard, Premier and Premier Plus cover?

13. How will I receive my documents?

14. Do you offer cover for over 65s?

15. Do you cover non-UK residents?

16. Can I go scuba diving when travelling?

17. Can children purchase cover if they are under the age of 18?

18. What products do you offer?

19. What credit/debit cards do you accept?

20. Can I pay by cheque?

21. What happens if my bag is stolen with all my travel documents and money whilst I am travelling?

22. Are my glasses covered?

23. When do I need to purchase my travel insurance?

24. What do I need to take on holiday with me?

25. Are my golf clubs covered?

26. Am I covered for cancellation?

27. What is an Excess Waiver?

28. What is an EHIC (formally E111)?

29. What vaccinations do I need?

30. Can I change my policy?

31. Which Special Sports and Activities are covered at no additional premium?

32. Which Special Sports and Activities are covered at no additional premium but where there is no cover in respect of any Personal Accident or Personal Liability sections?

33. Which Special Sports and Activities are covered with an additional premium?

34. Which Special Sports and Activities are covered at an additional premium but where there is no cover in respect of any Personal Accident or Personal Liability sections?

35. Which Special Sports and Activities are not covered under any circumstances?

37. Will this policy cover me if my Trip has been Dynamically Packaged?

 
 

1. Am I covered if I am pregnant?
Yes, cover is provided for complications of pregnancy. Please refer to the meaning of words in the policy wording for the definition of complications of pregnancy and childbirth. Please note that if the due date coincides with the time of travel there is no cover under this policy.
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2. What is a policy Excess?
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. It is applicable per person per section.
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3. What is a Pre-existing Medical Condition?
1. Any past of current Medical Condition that has given rise to symptoms or for which any form of treatment or prescribed medication, medical consultation, investigation or follow up/check-up has been required or received during the 2 years prior to the commencement of cover under the policy and/or prior to any Trip, and
2. any cardiovascular or circulatory condition (e.g. heart condition, hypertension, blood clots, raised cholesterol, stroke, aneurysm) that has occurred at any time prior to the commencement of cover under the policy and/or prior to any Trip.
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4. How do I make a claim?
To Claim, phone the claims helpline on >0044 (0) 845 370 7 133 quoting your name, policy number and cheme reference number RTWRT40006 A and B.

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5. How many children can I insure on a Family policy?
Up to 5 children under the age of 18.
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6.What are the Terms and Conditions?
Terms and Conditions are another expression for the Policy Wording. You need to read the Policy Wording carefully because it sets out the cover that you have purchased and also the conditions that you need to meet in order to make a claim.
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7. What are my cancellation rights?
If after reading the policy wording you decide the terms of the insurance contract does not meet your requirements you can, WITHIN 14 DAYS OF THE DATE YOU RECEIVED YOUR DOCUMENTS, return it for a full refund. No refunds will be given for policies cancelled outside 14 days.
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8. What do Winter Sports cover?
Provided you have paid the Winter Sports upgrade, you are covered for: ski equipment, piste closure, avalanche cover, ski pack costs up to the limits shown on the summary of cover. Activities covered are:
Skiing and snow boarding
Off-piste skiing or snow boarding (accept in areas considered to be unsafe by resort management)
Recreational ski and snow board racing
Mono skiing
Cross country skiing
Snow mobiling
Tobogganing
Glacier walking or trekking up to 6,000 metres
Cat sking
Ice skating

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9. What do I do if I need medical assistance when travelling?
Please notify the Medical Assistance helpline on 0044 (0) 845 260 3260 about any serious illness or accident abroad where you have to go into hospital or you may have to return home early or extend your stay (you should first check that the circumstances are covered by your policy). Please provide your name, policy number and scheme reference RTWRT40006 A and B.

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10. Can we travel independently on our Couple/Family travel insurance policy?
Each adult can travel independently, however, children must travel with an insured adult.
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11. How often can I travel on an Annual Multi Trip policy?
The policy lasts for the complete 12 months, and you can take as many trips/holidays as you wish during the year. Any individual trip or holiday must not last longer than 31 days. If a trip is for a longer period you will need to purchase a Single Trip policy for that particular trip. 17 days Winter Sports cover can be added for an additional premium and Business Cover & Golf Cover, for a maximum of 31 days in total for the whole year, are available at an additional premium. Please contact Rock Insurance on 0844 482 0660
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12. What is the difference between Standard, Premier and Premier Plus cover?
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.
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13. How is my policy delivered?
Your policy is emailed directly to your email address shortly after being issued. Please note that some internet providers filter our automated e-mails as SPAM so please check your SPAM/junk folder if the e-mail has not been received. Alternatively for a small postage charge, your documents can be delivered by post.
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14. Do you offer cover for over 65s?
Yes we do. The maximum age for taking this policy out is 79 at the commencement of the policy for annual multi trips and 85 for single trips.


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15. Do you cover non-UK residents?
You need to live in the United Kingdom, Channel Islands or Republic of Ireland and have not spent more than 6 months abroad in the year prior to purchasing the policy. If you are outside this limit then please contact Rock Insurance on 0844 482 0660.
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16. Can I go scuba diving when travelling?
Scuba diving to a depth of 10 metres if you hold a certificate of proficiency or are diving with a qualified instructor is included within the cover automatically. The policy can be upgraded to include scuba diving to a depth of 50 meters for an additional premium.
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17. Can children purchase cover if they are under the age of 18?
Yes, but they must pay the adult premium for their cover. The policy can only be issued by calling Rock Insurance on 0844 482 0660 .
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18. What products do you offer?
Single Trip policies
Annual Multi Trip policies with maximum trip duration of 31 days
For Individuals, Couples and Families (including Single Parent Family)
Including optional covers for Winter Sports, Golf and Business Travel
Standard, Premier and Premier Plus levels of cover
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19. What credit/debit cards do you accept?
We accept Visa, MasterCard, Maestro/Switch, Solo, Visa Electron, Delta and American Express.
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20. Can I pay by cheque?
We are only able to accept cheques for policies over the value of £100. The policy will be set up when the cheque has been cleared through our bank. Please contact Rock Insurance on 0844 482 0660
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21. What happens if my bag is stolen with all my travel documents and money whilst I am travelling?
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.
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22. Are my glasses covered?
Glasses and prescription sun glasses are excluded from this policy.
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23. When do I need to purchase my travel insurance?
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 immediately on 0844 482 0660. You must be able to provide the correct period of insurance on your documentation in the event of a claim.

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24. What do I need to take on holiday with me?
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.
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25. Are my golf clubs covered?
Yes, up to £1,500 with a Single Article limit of £250, provided you have paid the additional premium for the Golf Cover extension.
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26. Am I covered for cancellation?
If you have paid the appropriate premium, you are covered for cancellation of your holiday for the reasons stated in the policy wordings. 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.
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27. What is an Excess Waiver?
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 on 0844 482 0660
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28. What is an EHIC (formally E111)?
If you intend travelling to European Union (EU) countries, the European Economic Area (EEA) or Switzerland, we would advise you to obtain a Form CM1 from your local main Post Office. On returning this, duly completed, to the main Post Office you will be issued with a European Health Insurance Card (EHIC), which will entitle you to certain free or reduced cost health arrangements in the EU, EEA or Switzerland. (Full details are given in the DSS Leaflet No. SA40).
NB: In the event that you have used the EHIC to effectively reduce the cost or your treatment or medicines; then you will not have to pay an Excess in relation to any medical related claims.
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29. What vaccinations do I need?
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.
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30. Can I change my policy?
We can change your policy within 14 days of purchase (except to add on excess waiver), after this you will only be able to make administration changes such as departure / return dates, extend the policy to cover Dangerous Activities or upgrade the benefit levels within the policy. Please contact Rock Insurance on 0844 482 0660.
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31. Which Special Sports and Activities are covered at no additional premium?
Abseiling (within organiser's guidelines)
Angling
Archery
Athletics
Badminton
Ballooning - hot air (organised pleasure rides only)
Banana boating
Baseball
Basketball
Boardsailing
Bowling
Bungee Jumping (within organiser's guidelines)
Canoeing (up to grade 2 rivers only)
Climbing (on a climbing wall only)
Cricket
Curling
Cycling
Deep sea fishing
Fell walking
Fishing
Glacier walking
Gliding (no cover for crewing or piloting)
Golf
Gymnastics
Handball
Heptathlon
Hiking/trekking/walking (below 4000 metres)
Horse riding (Excl competitions / racing / jumping / hunting)
Hot air ballooning (organised pleasure rides only)
Iceskating
Indoor climbing (on climbing wall )
Kayaking (up to grade 2 rivers only)
Kitesurfing
Marathon running
Motor cycling (up to 125cc)
Mountain biking
Netball
Non competitive football/soccer
Organised safari (without guns)
Orienteering
Overland trips
Parascending over water
Pony trekking
Raquetball
Rackets
Rambling
Rap jumping (within organiser's guidelines)
Ringos
Roller skating/ blading (wearing pads & helmets)
Rounders
Rowing (except racing)
Running
Safari trekking in a vehicle (must be an organised tour)
Safari trekking on foot (must be an organised tour)
Sailboarding
Scuba diving to a depth of 10 metres (within organiser's guidelines)
Sea kayaking (coastal waters)
Skate boarding (wearing pads and helmets)
Sledging - pulled by horse or reindeer as a passenger
Snorkelling
Softball
Squash
Surfing
Table tennis
Ten pin bowling
Tennis
Tubing
Tug of war
Volleyball
Wakeboarding
Waterpolo
Water skiing
White water rafting up to grade 4(within organiser's guidelines)
Windsurfing
Zorbing
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32. Which Special Sports and Activities are covered at no additional premium but where there is no cover in respect of any Personal Accident and Personal Liability sections?
Camel riding
Catamaran sailing (if qualified - coastal waters)
Clay pigeon shooting
Dinghy sailing (coastal waters)
Go Karting (within organiser's guidelines)
Jet boating (no racing)
Jet skiing (no racing)
Paint balling (wearing eye protection)
Rifle range shooting
Sailing/yachting (coastal waters - recreational, no racing)
Shooting (within organiser's guidelines)
Small bore target shooting (within organiser's guidelines)
War games (wearing eye protection)
Yachting (coastal waters - recreational, no racing)
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33. Which Special Sports & Activities are covered with an additional premium?
American football
Climbing up to 4000 metres
Dry slope skiing
Endurance tests
Field Hockey
Fives
Football - American
High altitude trekking
Hockey
Lacrosse
Langlauf
Organised safari (with guns)
Outdoor endurance events
Parascending - over land
Rugby
Sand dune surfing/skiing
Scuba diving between 10m - 50m (within organiser's guidelines)
Speed skating
Street hockey (wearing pads and helmets)
Summer tobogganing
Trampolining
Trekking high altitude
White water canoeing (up to grade 4 only)
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34. Which Special Sports & Activities are covered with an additional premium, but where there is no cover in respect of any Personal Accident and Personal Liability sections?
Fencing (within organiser's guidelines)
Gaelic football
Hurling
Polo
Sailing/yachting offshore (recreational, no racing)
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35. Which Special Sports and Activities are not covered under any circumstances?
Adventure racing
Base jumping
Biathlon
Big game hunting
Black water rafting
BMX riding - stunt / obstacle
Bouldering
Boxing
Canyoning
Cave tubing
Caving/potholing
Climbing over 4000 metres
Cycle Racing
Cyclocross
Drag racing
Flying (except as a paying passenger)
Free mountaineering
Hang gliding
Harness racing
High diving (over 5 metres)
Hunting (Fox/drag)
Jousting
Judo
Karate
Kendo
Manual work
Martial arts
Microlighting
Modern pentathlon
Motorcycle racing
Motor racing
Motor rallying
Mountaineering (over 4000 metres)
Parachuting
Paragliding/parapenting
Powerboat racing
Powerlifting
Professional Sports of any kind
Quadbiking
Riverbugging
Rock climbing
Rodeo
Roller hockey
Shark diving (in or out of a cage)
Skydiving
Speed trial/time trial
Triathlon
Water ski jumping
Weight lifting
White water rafting/canoeing over grade 4
Wrestling
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36. Will this policy cover me if my Trip has been Dynamically Packaged?
Yes, cover is provided irrespective of how your Trip / holiday has been packaged together.
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