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

21. Are my glasses covered?

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

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

24. Are my golf clubs covered?

25. Am I covered for cancellation?

26. What is an Excess Waiver?

27. What is an EHIC (formally E111)?

28. What vaccinations do I need?

29. Can I change my policy?

30. Which Special Sports and Activities are covered?

31. 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) 343 658 0345 quoting your name and policy number
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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:

  • Cat skiing (with guides) Snow blading (no jumping tricks)
  • Cross country skiing Snow/Ski bobbing
  • Glacier skiing Snow scooting
  • Ice hockey Snow shoe walking
  • Langlauf (cross country skiing) Snow shoeing
  • Monoskiing (not for time trials/speed skiing or racing Snow tubing
  • Skiing on piste Snow blading
  • Skiing or snowboarding off piste (within local ski patrol guidelines Snow boarding on piste
  • Sledging/tobogganing

Your policy can be extended to cover the following winter sports when you have paid the additional winter sports premium, but no cover will apply in respect of any Personal Accident or Personal Liability claims:
  • Kite snowboarding Snow carting
  • Snow go karting Snowmobiling
  • Skidoo Snowmobile safari

You will not be covered for any claims arising directly or indirectly when engaging in or practising for the following winter sports:
  • Arial skiing Ski bob racing
  • Air boarding Ski jumping
  • Biathlon Ski mountaineering
  • Bobsleigh/Skeleton bobsleigh Ski race training
  • Freestyle skiing Ski racing
  • Heli skiing or heli boarding Ski randonee
  • Ice climbing Ski stunting
  • Ice diving Ski touring
  • Ice fishing by snowmobile (snowmobile driven by guides) Sky yawing
  • Ice fishing by snowmobile (snowmobile not driven by guides) Skiing off piste (outside local ski patrol guidelines/outside recognised and authorised areas)
  • Ice holing Snow biking
  • Ice marathon Snow cat driving
  • Ice speedway Snow kiting
  • Nordic skiing Snow parascending
  • Paraskiing Snowboaring off piste (outside local ski patrol guidelines/outside recognised and authorised areas)
  • Ski acrobatics/aerials Tandem skiing
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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) 343 658 0343 or 0044 (0) 1293 652842 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 and policy number.

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10. Can we travel independently on our Couple/Family travel insurance policy?
Each adult can travel independently, children can also travel independently but must be accompanied at all times by a responsible 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 0333 202 5670
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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 Great Britain, Northern Ireland or the Isle of Man 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 0333 202 5670.
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16. Can I go scuba diving when travelling?
Our policies do provide cover for scuba diving up to certain limits, Click here to see which activities are covered.
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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 0333 202 5670 .
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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. 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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21. Are my glasses covered?
Glasses and prescription sun glasses are excluded from this policy.
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22. 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 0333 202 5670. You must be able to provide the correct period of insurance on your documentation in the event of a claim.

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23. 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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24. 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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25. 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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26. 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 0333 202 5670
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27. 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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28. 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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29. 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 0333 202 5670.
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30. Which Special Sports and Activities are covered?

OPTIONAL SPECIAL SPORTS & ACTIVITIES COVER

What is covered:
Benefits under the sections of cover already described under Sections 1 - 39 in your policy document are extended to cover special sports & activities as follows.
Please note that all terms, conditions and exclusions (except where these are amended under this upgrade) continue to apply for all sections. You must read these extensions in conjunction with all sections to which they relate and refer back to them when appropriate for full cover details.
This policy specifically excludes participating in or practising for certain sports and activities. Please see the following tables to confirm which sports and activities are covered on a non-competitive and non-professional basis during your trip activities shown as do not require additional premium to be paid.

When purchasing your policy you will be provided with the option of selecting cover for either Category A or Category B Sports and Activities.

  • Purchase of Category A will only cover you and all insured persons for activities listed under Category A.
  • Purchase of Category B will cover you and all insured persons for activities listed under Categories A and B, but will not include cover for Personal Liability or Personal Accident.

Activity Category Conditions
AbseilingIncluded Must be within organiser’s guidelines
Aerobics Included
American Football A
Archery Included
Athletics Included
Badminton Included
Ballroom dancing Included
Ball hockeyA
Bamboo rafting Included
Banana boating Included
Bar work Included
Baseball Included
Billiards Included
Bird watching Included
Black water rafting/canoeing/tubing Included Up to grade 3 only
Black water rafting/canoeing/tubing B Up to grade 4 only
Blade skating Included
Blowcarting (land sailing in a kart) Included No Personal Liability or Accident cover
Board sailing (wind surfing) Included
Body boarding Included
Bowling Included
Bowls Included
Breathing Observation Bubble (BOB) Included
Bridge swinging Included
Bungee jumping Included Must be within organiser’s guidelines
Camel riding B
Camping Included
Canoeing Included Up to grade 2 rivers only
CaravaningA
Catamaran sailing Included If qualified. No Personal Liability or Accident cover
Clay pigeon shooting Included No Personal Liability or Accident cover
Climbing Included On a climbing wall only
Cricket Included
Croquet Included
Curling Included
Cycling Included Occasional, not main purpose of trip
Dancing Included
Darts Included No Personal Liability or Accident cover
Deep sea fishing Included
Devil karting Included Unpowered. No Personal Liability or Accident cover
Dinghy sailing Included No Personal Liability or Accident cover
Dirt boarding Included No tricks or jumps. No Personal Liability or Accident cover
Donkey ride Included
Dune bashing Included No Personal Liability or Accident cover
Endurance testsA
Elephant riding B
Elephant trekking B Non-UK booked trip
Elephant trekking B UK booked trip
Fell walking Included
Fencing B
Fishing Included
FivesA
Flag footballA
Flying as a passenger Cover not available Except as a fare paying passenger in a licensed passenger carrying aircraft
Football beach kick around Included
Football/soccer Included Non-competitive
Free swimming Included Freestyle only
Fresh water/sea fishing Included
Frisbee Included No Personal Liability or Accident cover
Gaelic football B No Personal Liability or Accident cover
Glacier walking Included
Glass bottom boats Included
Gliding Included No cover for crewing or piloting
Go karting Included
Golf Included
Gymnastics Included
Handball Included
Helicopter ride Cover not available Except as a fare paying passenger in a licensed passenger carrying aircraft
Hiking/trekking/walking Included Below 2,500 metres
Hiking/trekking/walkingA Between 2,501 and 4,000 metres
Historical research Included
HobbieCat sailing Included No Personal Liability or Accident cover
HockeyA
Hot air ballooning Included Organised pleasure rides only
Hurling B
Husky dog sleigh ride Included
Husky safari Included
Hydrospeeding B
Hydro zorbing Included
Ice skating Included
Indoor climbing Included On climbing wall
Indoor skating Included
Inline skating Included
Jet boating Included No racing. No Personal Liability or Accident cover
Jet skiing Included No racing. No Personal Liability or Accident cover
Jogging Included
Karting Included No Personal Liability or Accident cover
Kayaking Included Up to grade 3 only
Kayaking B Up to grade 4 only
Keepfit Included
Kick sledding Included
Kite boarding on water Included No Personal Liability or Accident cover
Kite surfing Included No Personal Liability or Accident cover
Kiting Included On ground, not used to propel forward
Korfball Included
LacrosseA
Land skiing Included Not on snow. No Personal Liability or Accident cover
Lasso throwing Included Not rodeo
Low ropes Included Less than 1m from ground. No Personal Liability or Accident cover.
Model flying Included Not pilot or passenger carrying aircraft. No Personal Liability or Accident cover.
Model sports Included Model radio controlled cars, aircraft, boats etc.
Motorcycling Included Up to 125cc
MountaineeringA Below 2,500 metres
Mountain biking Included General cross-country, off road cycling
Mountain boarding Included No jumping/racing/tricks. No Personal Liability or Accident cover.
Mud buggying Included No Personal Liability or Accident cover.
Netball Included
Octopush Included
Organised safari without guns Included
Orienteering Included
Outdoor endurance eventsA
Overland trips Included
Paintballing Included Wearing eye protection. No Personal Liability or Accident cover.
Parascending over landA
Parascending over water Included
Passenger sledge Included Horse and carriage
Pedalo Included
Petanque Included
Pilates Included
Pigeon racing Included No Personal Liability or Accident cover
Pistol shooting Included Within organiser’s guidelines. No Personal Liability or Accident cover
Pony trekking Included
Polo B
Quoits Included
Rackets Included
Racquet ball Included
Rambling Included
Rap jumping/running Included Within organiser’s guidelines
Reenacting Included
Reindeer safari Included
Reindeer sleigh ride Included
Restaurant work Included No Personal Liability or Accident cover
Rifle range shooting Included No Personal Liability or Accident cover
Ringos Included
River bugging Included
River tubing Included Up to grade 2 only – not through caves
Roller blading Included
Roller skating/blading Included Wearing pads/helmets
Rounders Included
Rowing Included Except racing
RugbyA League/Union/Sevens/Touch – non-competitive only
Running Included Non-competitive
Safari Included Organised by bona fide tour operator with no guns
SafariA Organised by bona fide tour operator with guns
Safari trekking in a vehicle Included Must be organised tour
Safari trekking on foot Included Must be organised tour
Sailboarding Included
Sailing/yachting in-shore B Crewing, no racing
Sailing/yachting off-shore B Recreational, no racing
Sailing/yachting in-shore Included Recreational, no racing. No Personal Liability or Accident cover
Sandboarding Included No Personal Liability or Accident cover
Scuba diving up to 10 metres with dive buddy Included Within organiser’s guidelines
Scuba diving 10 to 18 metres with dive buddy Included Within organiser’s guidelines: PADI Open Water Qualified
Scuba diving 18 to 30 metres with dive buddy Included Within organiser’s guidelines: PADI Advanced Open Water Qualified
Scuba diving 10 to 20 metres with dive buddy Included Within organiser’s guidelines: BSAC Ocean Diver Qualified
Scuba diving 20 to 30 metres with dive buddy Included Within organiser’s guidelines: BSAC Sports Diver Qualified
Sea fishing Included
Sea kayaking Included
Segway Included
Shinty B
Shooting Included Within organiser’s guidelines. No Personal Liability or Accident cover
Skateboarding Included Wearing pads & helmet, no tricks or jumping
Sledging Included Pulled by horse or reindeer as a passenger
Sleigh rides Included Horse pulled only
Small bore target shooting Included Within organiser’s guidelines
Snooker Included
Snorkelling Included
Softball Included
Speed skatingA
Street hockeyA Wearing pads and helmet
Sphereing Included
Squash Included
Stoolball Included
Stoopball Included
Summer tobogganingA
Surfcasting Included
Surfing Included
Swimming Included
Swimming with dolphins Included
Table tennis Included
Target rifle shooting Included Within organiser’s guidelines. No Personal Liability or Accident cover
Telemarking Included No Personal Liability or Accident cover
Ten pin bowling Included
Tennis Included
TrampoliningA
Tubing Included
Tug of war Included
Volleyball Included
Wadi bashing Included No Personal Liability or Accident cover
Wakeboarding Included
Walking Included
Walking up Sydney Harbour Bridge B
War games Included Wearing eye protection. No Personal Liability or Accident cover
Water polo Included
Water skiing Included
White water rafting/canoeing Included Up to grade 3, within organiser’s guidelines
White water rafting/canoeing B Grade 4 only, within organiser’s guidelines
Wicker basket tobogganing Included No Personal Liability or Accident cover
Wind tunnel flying Included No Personal Liability or Accident cover
Yoga Included
Zorbing Included

If you are undertaking a pursuit or activity which is not listed in this policy or are in any doubt as to whether cover will apply, please call our Travel Helpline as quoted on your certificate of insurance.

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31. 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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