For all queries about claims on policies purchased from 25 April 2019 please contact International Medical Rescue on:

Claims Telephone: 02380 177469.

For all queries about Medical Assistance on policies purchased from 25 April 2018 please contact International Medical Rescue on: 00 44 (0) 2380 644633.

For all queries about claims on policies purchased from 25 April 2018 to 24 April 2019 please contact Reactive Claims on:

Claims Telephone: 00 44 (0) 142 038 3067.

For all queries about Medical Assistance on policies purchased from 25 April 2018 to 24 April 2019 please contact Global Response on: 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,
Crawley,
West Sussex,
RH10 1DQ
Email: [email protected]

For complaints about how a claim or assistance case has been handled you should contact:
International Medical Rescue
15 East Links
Tollgate
Eastleigh
Hampshire
SO53 3TG
Email: [email protected]

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

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:

Email: [email protected]

Telephone: 0343 658 0220
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
Crawley
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: www.rockinsurance.com/autorenew