Review Time
I feel utterly ripped off by Rock insurance. After paying for my boyfriends Insurance with them via the Jet2 app, i was told on a call with Jet2 he couldn't be insured so I asked for a refund, to then be told to contact Rock which both of us have done numerous times, countless emails and calls from myself and my boyfriend. Each response the same to both of us: I must let the policy holder request the refund Andy boyfriend gets 'the booking must make the request' ie me. Basically going round in circles. Today I called and spoke with an agent who told me he could only deal with the policy holder ( its all under my name in the booking with jet2 and my payment), the agent called my boyfriend and I was included in the call: we are out of the 14 day cooling off window '. We first initiated the cancellation and refund well within the 14 day period. I honestly feel like Rock are taking the micky and someone's having a good laugh over there.
You are ripping people off. It was a straight forward cancel and refund request within the 14 days and you've sent us in circles and honestly its way too stressful to deal with.
I would stay well clear of taking out insurance with Jet2/Rock.
I feel sorrier for all those that need the insurance amd the company won't pay out.
You need investigating
I had to cancel my cruise booked for 5th July 2025 as my son was diagnosed with Leukemia and was unable to travel. I made Rock aware as soon as I could and have had multiple emails going back and forth saying that things I had already sent had not been received etc. we are now 5 months down the line and I still have not been paid out. They have now advised that the form completed by the consultant in July has to be completed by the GP. I am owed approx £5000 from the insurance company who are ignoring my enquiries.
I called on Monday to add a new medical condition to one of the travellers on my policy.After I received the new policy documents I was made aware the agent had added the condition to the WRONG traveller.When I called back and informed them I was told they could not simply take it off and add it to the correct person and would need to refer to the underwriter.What ???? I was promised a call back which has not happened and at the moment my policy is still wrong.policy number TEC114797866 ×××××update after posting this review HelloI refer to the above policy .After unprecedented levels of incompetence I will cancel my policy.After calling yesterday to add a new medical condition to one of the travellers it was added to the wrong traveller.After I left a trustpilot review I received a call today to add the condition to the correct traveller.I received the new documents and IT STILL has not been added.On top of this two of the medical declaration for the other travellers is missing aswell.The levels of incompetence is unbelievable and I can no longer deal with you.Therefore cancel my policy and issue a full refund.
Jet2 are wonderful never had any issues but please be warned Do Not be tempted to book Rock Insurance for your travel insurance which Jet2 sell on their website. Severely left on our own, tumbleweed responses, only pay out 75% claimed. Admitted to a Turkish hospital whilst at Lara Beach last month, husband and I forked out ourselves final bill £8,500 and trying to get Rock which is in fact AXA a nightmare challenge, paid us back after weeks of fighting as went silent at hospital discharge day. £2,500 down on our claim so be warned, please AVOID
Shout out to Londiwe who was an amazing help today. I booked travel insurance through a compare website late at night and lost my email & documents. Londiwe was very patient with me and helped me by locating my policy and resending everything very quickly. Thank you!
I had a terrible experience with my Tesco Travel Insurance, managed by ROCK Insurance. My policy auto-renewed in July 2025 with Allianz Assistance, but they didn’t clearly notify me of a new £99 excess for Economy cover. This led to my £50 medical claim being rejected, despite similar claims being paid under the old AXA policy. The renewal email was vague and sent after the renewal, leaving me no chance to opt out or adjust. ROCK’s response told me for not reading the fine print, which is unfair for an auto-renewal. I’m out of pocket and stressed—expect better from a company tied to Staysure. Fix the communication!
well over another week AND STILL NOTHING29TH JULY LAST REVIEW STILL NOTHINGU N B E L I E V A B L EABSOLUTELY ATROCIOUSABSOLUTELY ATROCIOUS, AS PER MY LAST REVIEW......Another week gone by and still nothing, if I had not have given TRAVEL REPLUBLIC THEIR PARTNERS so much money I would cancel this holiday, I cannot believe they have still not sorted this insurance out and nothing from ROCK, REALLY THINK TWICE BEFORE BOOKING A HOLIDAY WITH THIS LOT, I am giving it another 24 hours then contacting the FCA, the ICO and the ombudsman, maybe even a solicitor, ROCK insurance are used by travel republic but up to now it has been a nightmare they must either make commission or indeed make a profit of some sort so they are also culpable, what a carry on indeed, we have used travel republic for years so there must have been a change of policy somewhere
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ROCK Insurance Group offer travel insurance, gadget insurance and commercial insurance solutions.
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