In the event of a medical emergency please contact International Medical Rescue on 00 44 (0) 2380 644633 and quote your policy number.

For claims about travel insurance: phone the Claims Helpline on 02380 177468 or visit


For policies purchased from 25 April 2018 to 25 April 2019 please contact:

Claims: 00 44 (0) 142 038 3067.

Medical Assistance : 00 44 (0) 343 658 0342 and 00 44 (0) 1293 652842

Your right to complain

We always aim to provide a first class service. However, if you have any cause for complaint, please address these in the first instance to:

The Compliance Manager,
ROCK Insurance Group,
Griffin House,
135 High Street,
West Sussex,
RH10 1DQ

For complaints about how a claim or an assistance case has been handled you should contact:
International Medical Rescue
15 East Links
SO53 3TG

If you are still not satisfied you can contact the Financial Ombudsman Service:
Financial Ombudsman Service
Exchange Tower,
Harbour Exchange Square,
E14 9SR
Phone: 0800 023 4567

 ROCK Insurance Group adheres to the Alternative Dispute Resolution Regulations 2015 EU Directive. You can access the Online Dispute Resolution Portal here.


For all queries that are not of a claims and assistance nature please contact us:


Telephone: 01293 855782
Monday to Friday 8.00am to 7.00pm,
Saturday 9.00am to 5.00pm

Or write to us at: 

Customer Services Department
ROCK Insurance Group
Griffin House
135 High Street
West Sussex
RH10 1DQ

We endeavour to respond to all written queries within two working days.

If you are an annual multi trip policy holder and wish to opt out of automatic renewal go to:

Travel Insurance