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https://travel.leisureguardtravelinsurance.com/Frequently-asked-questions
Submission: On June 19 via api from US — Scanned from DE
Submission: On June 19 via api from US — Scanned from DE
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<h1 _ngcontent-c2="" class="secondaryFontColor fontFamily-1 Extra_PreQuoteMainHeader">Frequently Asked Questions</h1>
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<p _ngcontent-c2="" class="secondaryFontColor headingArea-explainer">Find the answers to some of the most commonly asked questions about Leisure Guard Travel Insurance.</p>
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<li class="accordion-item"><a class="toggle toggle subheading PrimaryFontColor fontFamily-1">Does my policy cover for Coronavirus?</a>
<div class="inner">
<p><strong>For all policies purchased from 18 June 2020 our advice on Coronavirus is as follows:</strong></p>
<p>See our special coronavirus information page by clicking <a href="https://travel.leisureguardtravelinsurance.com/covid"> here</a>.</p>
<p><strong>For all policies purchased from 13 March 2020 to 17 June 2020 our advice on Coronavirus is as follows:</strong></p>There will be no cover provided for any claim directly or indirectly caused by, arising or
resulting from, or in connection with: Coronavirus disease (COVID-19) or any mutation of the disease.<br><br>
<p><strong>For all policies purchased from 12 September 2019 to 23:59 on 13 March 2020 our advice on Coronavirus is as follows:</strong></p><br> On 11 March 2020, the World Health Organisation (WHO) declared that COVID-19 is
a pandemic. As a result, the general exclusion for claims arising from or relating to any epidemic or pandemic on our travel insurance policies were enforced.<br> <br>On 17 March 2020 the
<a href="https://www.gov.uk/foreign-travel-advice" target="_blank" rel="noopener">FCO</a> has advised against all non-essential travel abroad and released the following statement: <br> <br>COVID-19 Exceptional Travel
Advisory Notice- As countries respond to the COVID-19 pandemic, including travel and border restrictions, the <a href="https://www.gov.uk/foreign-travel-advice" target="_blank" rel="noopener">FCO</a> advises British
nationals against all but essential international travel. Any country or area may restrict travel without notice.<br><br>
</div>
</li>
<li class="accordion-item"><a class="toggle toggle subheading PrimaryFontColor fontFamily-1">Can I cancel my policy if I cannot travel as a result of the Coronavirus?</a>
<div class="inner">All policies that were booked in the last 14 days can be cancelled with a full refund, as long as you haven’t made a claim. Due to the high call volumes we are asking customers to email cancellation requests
to <a href="mailto:cancellations@rockinsurance.com">cancellations@rockinsurance.com</a>, simply forwarding your email confirmation and saying you wish to cancel the policy is sufficient for this. Refunds are currently taking
10-14 days to process. <br><br>If you purchased your policy longer than 14 days ago, then unfortunately we’re not able to cancel your policy. However, we have waived our amendment policies so that you can amend your policy
to a later date. If you already know your new dates please email these to <a href="mailto:cancellations@rockinsurance.com">cancellations@rockinsurance.com</a> and one of our team will either change the policy to the new
dates and email a confirmation, or call you to discuss any changes. <br><br><strong>What if I don’t have my new travel dates?</strong> <br>Don’t worry. Just let us know that you are not able to travel currently, and we will
put your policy on hold. You will then have up to 13 April 2021 to provide us with your new travel dates. Just something to be aware of is that if you change your destination or the length of your holiday then your premium
might increase because the insurance risk may increase. <br><br><strong>How do I contact you to cancel?</strong> <br>We are now all working from home in order to protect the wellbeing of our staff. We are also dealing with
unprecedented customer contact as a result of the Coronavirus pandemic and its impact on travel. So to help us to manage your request, we would be grateful if you would limit your contact to one email to
<a href="mailto:cancellations@rockinsurance.com">cancellations@rockinsurance.com</a>. Although you are likely to experience a delay in hearing from us, we promise that we will contact you as soon as we can. Thank you for
your understanding and patience.</div>
</li>
<li class="accordion-item"><a class="toggle toggle subheading PrimaryFontColor fontFamily-1">I have not received my documents</a>
<div class="inner">Your policy is sent to you via the email address you provide us. Please note that some internet providers filter out automated emails as SPAM so please check your SPAM/junk folder if the email has not been
received. If you haven’t received it please email us at admin@rockinsurance.com or call us on 0333 300 2160 to send it again.</div>
</li>
<li class="accordion-item"><a class="toggle toggle subheading PrimaryFontColor fontFamily-1">What do I do in an emergency?</a>
<div class="inner"> please contact <strong>Mayday </strong>on <strong>00 44 (0) 1273 071784.</strong> or email operations@maydayassistance.com<br> undefined please contact<strong> Global Response </strong>on <strong>00 44 (0)
343 658 0342 or 00 44 (0) 1293 652842</strong>. <br> Please quote the scheme reference found on your policy certificate</div>
</li>
<li class="accordion-item"><a class="toggle toggle subheading PrimaryFontColor fontFamily-1">How do I make a claim?</a>
<div class="inner"><strong>: </strong> <br> Claims forms can be obtained from www.reactiveclaims.com. Alternatively telephone the Claims Helpline on 01420 259 049, giving your name and Certificate number, and brief details of
your claim. <br> <strong>: </strong> <br> Claims forms can be obtained by emailing <ahref="mailto:info@reactiveclaims.com">info@reactiveclaims.com. Alternatively telephone the Claims Helpline on 01420 383067, giving
your name and Certificate number, and brief details of your claim. <br><strong>: </strong> <br> undefined.</div>
</li>
<li class="accordion-item"><a class="toggle toggle subheading PrimaryFontColor fontFamily-1">I forgot to take travel insurance before I left the UK, can I still be covered?</a>
<div class="inner">Unfortunately, you cannot be covered if you have already left the UK.</div>
</li>
<li class="accordion-item"><a class="toggle toggle subheading PrimaryFontColor fontFamily-1">Do you cover non-UK residents?</a>
<div class="inner">Our policies are only available to residents of the United Kingdom, Channel Islands or Isle of Man that are registered with a medical practitioner</div>
</li>
<li class="accordion-item"><a class="toggle toggle subheading PrimaryFontColor fontFamily-1">Am I covered to travel within the UK?</a>
<div class="inner">You are covered for trips in the UK providing you have at least two nights pre-booked and paid accommodation.</div>
</li>
<li class="accordion-item"><a class="toggle toggle subheading PrimaryFontColor fontFamily-1">What countries are covered by this insurance?</a>
<div class="inner">The geographical limits are: <br>
<ul class="sub-list">
<li><strong>Home Country: </strong>The United Kingdom.</li>
<li><strong>Europe: </strong>Means Albania, Algeria, Andorra, Armenia, Austria, Azerbaijan, Azores, Balearics, Belarus, Belgium, Bosnia-Herzegovina, Bulgaria, Canary Islands, Corfu, Corsica, Crete, Croatia, Cyprus, Czech
Republic, Denmark, Egypt, Eire (Republic of Ireland), Estonia, Faroe Islands, Finland, France, Georgia, Germany, Gibraltar, Greece, Guernsey, Holland (Netherlands), Hungary, Iceland, Isle of Man, Italy, Jersey, Kos
(Greek Island), Kosovo, Latvia, Liechtenstein, Lithuania, Luxembourg, Macedonia, Madeira, Malta, Mediterranean Islands, Moldova, Monaco, Montenegro, Morocco, Northern Ireland, Norway, Poland, Portugal, Rhodes, Romania,
Russia (West of the Ural Mountains), San Marino, Sardinia, Serbia, Slovakia, Slovenia, Spain, Sweden, Switzerland, Tunisia, Turkey, Ukraine, United Kingdom, Vatican City.</li>
<li><strong>Worldwide, excluding USA. Canada, Caribbean and Mexico: </strong>Means anywhere in the world except USA, Canada, the Caribbean and Mexico.</li>
<li><strong>Worldwide, including USA. Canada, Caribbean and Mexico: </strong>Means anywhere in the world.</li>
</ul>
</div>
</li>
<li class="accordion-item"><a class="toggle toggle subheading PrimaryFontColor fontFamily-1">How can I amend my policy?</a>
<div class="inner">If you would like to amend your policy you can do so by contacting us at 0333 300 2160.</div>
</li>
<li class="accordion-item"><a class="toggle toggle subheading PrimaryFontColor fontFamily-1">What are my cancellation rights?</a>
<div class="inner">You have the right to cancel your policy within 14 days of the purchase providing there are no claims pending on the policy and you haven’t already travelled.</div>
</li>
<li class="accordion-item"><a class="toggle toggle subheading PrimaryFontColor fontFamily-1">How can I stop my annual multi-trip policy being automatically renewed?</a>
<div class="inner">If you do not wish to have your annual multi-trip policy renewed, please visit <a href="http://www.rockinsurance.com/autorenew" target="_blank" rel="noopener">http://www.rockinsurance.com/autorenew</a> and
opt out.</div>
</li>
<li class="accordion-item"><a class="toggle toggle subheading PrimaryFontColor fontFamily-1">What are the maximum age limits on this insurance?</a>
<div class="inner">Single Trip policies - 75 years of age at the time of purchase. <br> Annual Multi-trip policies – 75 years of age at the time of purchase. <br> Winter Sports policies – 65 years of age at the time of
purchase.</div>
</li>
<li class="accordion-item"><a class="toggle toggle subheading PrimaryFontColor fontFamily-1">Do you cover pre-existing medical conditions?</a>
<div class="inner">Yes. If you have a pre-existing medical condition you will need to contact the Medical Screening team to declare your conditions. <br> You can contact them on 0333 300 2160. Your pre-existing medical
conditions will not be covered unless you have declared all conditions, received acceptance of this in writing, and paid an additional premium (where applicable).</div>
</li>
<li class="accordion-item"><a class="toggle toggle subheading PrimaryFontColor fontFamily-1">If cover is refused for my medical condition, am I still covered?</a>
<div class="inner">You will not be covered should any event arise as a direct or indirect result of your pre-existing medical condition. However, all other events/circumstances will still be covered under the policy providing
that the terms and conditions are met.</div>
</li>
<li class="accordion-item"><a class="toggle toggle subheading PrimaryFontColor fontFamily-1">Do you cover sports and activities?</a>
<div class="inner">Please check your policy wording for a full list of sports and activities that are covered. <br> If you are partaking in a sport or activity that you do not see listed in the policy wording then please
contact us on 0333 300 2160.</div>
</li>
<li class="accordion-item"><a class="toggle toggle subheading PrimaryFontColor fontFamily-1">What activities are covered for winter sports?</a>
<div class="inner">Please check your policy wording for a full list of winter sports activities that are available to be covered if you have paid the additional Winter Sports premium. <br> If you are partaking in a sport or
activity that you do not see listed in the policy wording then please contact us on 0333 300 2160.</div>
</li>
<li class="accordion-item"><a class="toggle toggle subheading PrimaryFontColor fontFamily-1">What is Gadget Travel Insurance?</a>
<div class="inner">Gadget Travel Insurance is designed to cover personal electronic gadgets and communication devices you carry with you on holiday. This flexible cover enables you to insure any gadget up to 6 years old at the
date of registration (laptops up to 15 months old). <br>
<ul class="sub-list">
<li>Up to 3 gadgets valued at £1000 in total</li>
<li>Up to 5 gadgets valued at £2000 in total</li>
<li>Up to 7 gadgets valued at £3000 in total</li>
</ul>
</div>
</li>
<li class="accordion-item"><a class="toggle toggle subheading PrimaryFontColor fontFamily-1">What is covered under a gadget policy?</a>
<div class="inner">
<ul class="sub-list">
<li>Accidental Damage</li>
<li>Theft</li>
<li>Breakdown</li>
<li>Liquid damage</li>
<li>Unauthorised Calls, Texts or Data Use</li>
</ul>
</div>
</li>
<li class="accordion-item"><a class="toggle toggle subheading PrimaryFontColor fontFamily-1">Is there a Gadget excess fee?</a>
<div class="inner">There is an excess fee of £50 for all successful claims which must be paid before your claim can be approved. Purchasing an excess waiver on your travel policy does not remove the gadget cover excess.</div>
</li>
<li class="accordion-item"><a class="toggle toggle subheading PrimaryFontColor fontFamily-1">How do I make a gadget claim?</a>
<div class="inner">Please notify Trent-Services (Administration) within 48 hours of returning to the UK on 01285 626 020 or claims@trent-services.co.uk.</div>
</li>
<li class="accordion-item"><a class="toggle toggle subheading PrimaryFontColor fontFamily-1">Who is the gadget policy underwritten by?</a>
<div class="inner">This Gadget Insurance has been arranged by Rock Insurance Services Limited with UK General Insurance Ltd on behalf of Great Lakes Insurance SE. Great Lakes Insurance SE is a German insurance company with its
headquarters at Königinstrasse 107, 80802 Munich. UK Branch office: Plantation Place, 30 Fenchurch Street, London, EC3M 3AJ.</div>
</li>
<li class="accordion-item"><a class="toggle toggle subheading PrimaryFontColor fontFamily-1">How can I make a complaint?</a>
<div class="inner">It is our intention to give you the best possible service but if you do have any questions or concerns about this insurance or the handling of a claim you should in the first instance please contact ROCK
Insurance Group who arranged the insurance on your behalf. You can contact us in the following ways: <br> Email: complaints@rockinsurance.com <br> Tel: 0343 658 0220 <br> Letter: ROCK Insurance Group, 135 High Street,
Crawley, West Sussex RH10 1DQ.</div>
</li>
<li class="accordion-item"><a class="toggle toggle subheading PrimaryFontColor fontFamily-1">How will my complaint be dealt with?</a>
<div class="inner">We aim to deal with any complaint within 24 hours of receipt however we guarantee that you will be contacted by letter or telephone within 5 days of receipt of your complaint. This will either be a response
to your complaint or if we are not able to respond at this time we will inform you of who is handling your complaint, and explain why we are unable to respond at this time. If after 4 weeks, we have still unable to resolve
your complaint you will receive a further letter informing you of our progress. <br> If after a further 4 weeks we are still unable to resolve your complaint you will receive a letter explaining why we cannot respond to your
complaint. We will indicate when we expect to respond and will provide details of your right to refer your complaint to The Financial Ombudsman Service, Exchange Tower, London E14 9SR. Tel: 0800 023 4 567. <br> Your
statutory rights are not affected if you choose to follow any of the complaints procedures above. For further information about your statutory rights contact your local authority, Trading Standards Service or Citizens Advice
Bureau.</div>
</li>
<li class="accordion-item"><a class="toggle toggle subheading PrimaryFontColor fontFamily-1">I cannot find the answer to my question.</a>
<div class="inner">If you can’t find the answer to your question in these FAQs, please contact us on 0333 300 2160 or by email at admin@rockinsurance.com.</div>
</li>
<li class="accordion-item"><a class="toggle toggle subheading PrimaryFontColor fontFamily-1">I cannot find the answer to my question.</a>
<div class="inner">If you can’t find the answer to your question in these FAQs, please contact us on 0333 300 2160 or by email at admin@rockinsurance.com.</div>
</li>
</ul>
</ul>
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<h2 class="heading font-size-1-6 bold">Leisure Guard Travel Insurance customers benefit from:</h2>
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<p>Up to £15,000,000 medical emergency & repatriation cover</p>
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<div class="shield small-2"><img src="../assets/custom-assets/Leisureguard/c-images/Shield_tick.svg" alt=""></div>
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<p>Up to £7,500 cancellation & curtailment cover</p>
</div>
<div class="shield small-2"><img src="../assets/custom-assets/Leisureguard/c-images/Shield_tick.svg" alt=""></div>
<div class="benefit-text small-10">
<p>Up to £3,000 cover for your personal possessions</p>
</div>
<div class="shield small-2"><img src="../assets/custom-assets/Leisureguard/c-images/Shield_tick.svg" alt=""></div>
<div class="benefit-text small-10">
<p>Cover for loads of activities; with over 100 Sports and activities covered as standard</p>
</div>
<div class="shield small-2"><img src="../assets/custom-assets/Leisureguard/c-images/Shield_tick.svg" alt=""></div>
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<p>24hr emergency helpline in place should you need us while on your trip</p>
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FREQUENTLY ASKED QUESTIONS
Find the answers to some of the most commonly asked questions about Leisure
Guard Travel Insurance.
* Does my policy cover for Coronavirus?
For all policies purchased from 18 June 2020 our advice on Coronavirus is as
follows:
See our special coronavirus information page by clicking here.
For all policies purchased from 13 March 2020 to 17 June 2020 our advice on
Coronavirus is as follows:
There will be no cover provided for any claim directly or indirectly caused
by, arising or resulting from, or in connection with: Coronavirus disease
(COVID-19) or any mutation of the disease.
For all policies purchased from 12 September 2019 to 23:59 on 13 March 2020
our advice on Coronavirus is as follows:
On 11 March 2020, the World Health Organisation (WHO) declared that COVID-19
is a pandemic. As a result, the general exclusion for claims arising from or
relating to any epidemic or pandemic on our travel insurance policies were
enforced.
On 17 March 2020 the FCO has advised against all non-essential travel abroad
and released the following statement:
COVID-19 Exceptional Travel Advisory Notice- As countries respond to the
COVID-19 pandemic, including travel and border restrictions, the FCO advises
British nationals against all but essential international travel. Any country
or area may restrict travel without notice.
* Can I cancel my policy if I cannot travel as a result of the Coronavirus?
All policies that were booked in the last 14 days can be cancelled with a
full refund, as long as you haven’t made a claim. Due to the high call
volumes we are asking customers to email cancellation requests to
cancellations@rockinsurance.com, simply forwarding your email confirmation
and saying you wish to cancel the policy is sufficient for this. Refunds are
currently taking 10-14 days to process.
If you purchased your policy longer than 14 days ago, then unfortunately
we’re not able to cancel your policy. However, we have waived our amendment
policies so that you can amend your policy to a later date. If you already
know your new dates please email these to cancellations@rockinsurance.com and
one of our team will either change the policy to the new dates and email a
confirmation, or call you to discuss any changes.
What if I don’t have my new travel dates?
Don’t worry. Just let us know that you are not able to travel currently, and
we will put your policy on hold. You will then have up to 13 April 2021 to
provide us with your new travel dates. Just something to be aware of is that
if you change your destination or the length of your holiday then your
premium might increase because the insurance risk may increase.
How do I contact you to cancel?
We are now all working from home in order to protect the wellbeing of our
staff. We are also dealing with unprecedented customer contact as a result of
the Coronavirus pandemic and its impact on travel. So to help us to manage
your request, we would be grateful if you would limit your contact to one
email to cancellations@rockinsurance.com. Although you are likely to
experience a delay in hearing from us, we promise that we will contact you as
soon as we can. Thank you for your understanding and patience.
* I have not received my documents
Your policy is sent to you via the email address you provide us. Please note
that some internet providers filter out automated emails as SPAM so please
check your SPAM/junk folder if the email has not been received. If you
haven’t received it please email us at admin@rockinsurance.com or call us on
0333 300 2160 to send it again.
* What do I do in an emergency?
please contact Mayday on 00 44 (0) 1273 071784. or email
operations@maydayassistance.com
undefined please contact Global Response on 00 44 (0) 343 658 0342 or 00 44
(0) 1293 652842.
Please quote the scheme reference found on your policy certificate
* How do I make a claim?
:
Claims forms can be obtained from www.reactiveclaims.com. Alternatively
telephone the Claims Helpline on 01420 259 049, giving your name and
Certificate number, and brief details of your claim.
:
Claims forms can be obtained by emailing
<ahref="mailto:info@reactiveclaims.com">info@reactiveclaims.com.
Alternatively telephone the Claims Helpline on 01420 383067, giving your name
and Certificate number, and brief details of your claim.
:
undefined.
* I forgot to take travel insurance before I left the UK, can I still be
covered?
Unfortunately, you cannot be covered if you have already left the UK.
* Do you cover non-UK residents?
Our policies are only available to residents of the United Kingdom, Channel
Islands or Isle of Man that are registered with a medical practitioner
* Am I covered to travel within the UK?
You are covered for trips in the UK providing you have at least two nights
pre-booked and paid accommodation.
* What countries are covered by this insurance?
The geographical limits are:
* Home Country: The United Kingdom.
* Europe: Means Albania, Algeria, Andorra, Armenia, Austria, Azerbaijan,
Azores, Balearics, Belarus, Belgium, Bosnia-Herzegovina, Bulgaria, Canary
Islands, Corfu, Corsica, Crete, Croatia, Cyprus, Czech Republic, Denmark,
Egypt, Eire (Republic of Ireland), Estonia, Faroe Islands, Finland,
France, Georgia, Germany, Gibraltar, Greece, Guernsey, Holland
(Netherlands), Hungary, Iceland, Isle of Man, Italy, Jersey, Kos (Greek
Island), Kosovo, Latvia, Liechtenstein, Lithuania, Luxembourg, Macedonia,
Madeira, Malta, Mediterranean Islands, Moldova, Monaco, Montenegro,
Morocco, Northern Ireland, Norway, Poland, Portugal, Rhodes, Romania,
Russia (West of the Ural Mountains), San Marino, Sardinia, Serbia,
Slovakia, Slovenia, Spain, Sweden, Switzerland, Tunisia, Turkey, Ukraine,
United Kingdom, Vatican City.
* Worldwide, excluding USA. Canada, Caribbean and Mexico: Means anywhere in
the world except USA, Canada, the Caribbean and Mexico.
* Worldwide, including USA. Canada, Caribbean and Mexico: Means anywhere in
the world.
* How can I amend my policy?
If you would like to amend your policy you can do so by contacting us at 0333
300 2160.
* What are my cancellation rights?
You have the right to cancel your policy within 14 days of the purchase
providing there are no claims pending on the policy and you haven’t already
travelled.
* How can I stop my annual multi-trip policy being automatically renewed?
If you do not wish to have your annual multi-trip policy renewed, please
visit http://www.rockinsurance.com/autorenew and opt out.
* What are the maximum age limits on this insurance?
Single Trip policies - 75 years of age at the time of purchase.
Annual Multi-trip policies – 75 years of age at the time of purchase.
Winter Sports policies – 65 years of age at the time of purchase.
* Do you cover pre-existing medical conditions?
Yes. If you have a pre-existing medical condition you will need to contact
the Medical Screening team to declare your conditions.
You can contact them on 0333 300 2160. Your pre-existing medical conditions
will not be covered unless you have declared all conditions, received
acceptance of this in writing, and paid an additional premium (where
applicable).
* If cover is refused for my medical condition, am I still covered?
You will not be covered should any event arise as a direct or indirect result
of your pre-existing medical condition. However, all other
events/circumstances will still be covered under the policy providing that
the terms and conditions are met.
* Do you cover sports and activities?
Please check your policy wording for a full list of sports and activities
that are covered.
If you are partaking in a sport or activity that you do not see listed in the
policy wording then please contact us on 0333 300 2160.
* What activities are covered for winter sports?
Please check your policy wording for a full list of winter sports activities
that are available to be covered if you have paid the additional Winter
Sports premium.
If you are partaking in a sport or activity that you do not see listed in the
policy wording then please contact us on 0333 300 2160.
* What is Gadget Travel Insurance?
Gadget Travel Insurance is designed to cover personal electronic gadgets and
communication devices you carry with you on holiday. This flexible cover
enables you to insure any gadget up to 6 years old at the date of
registration (laptops up to 15 months old).
* Up to 3 gadgets valued at £1000 in total
* Up to 5 gadgets valued at £2000 in total
* Up to 7 gadgets valued at £3000 in total
* What is covered under a gadget policy?
* Accidental Damage
* Theft
* Breakdown
* Liquid damage
* Unauthorised Calls, Texts or Data Use
* Is there a Gadget excess fee?
There is an excess fee of £50 for all successful claims which must be paid
before your claim can be approved. Purchasing an excess waiver on your travel
policy does not remove the gadget cover excess.
* How do I make a gadget claim?
Please notify Trent-Services (Administration) within 48 hours of returning to
the UK on 01285 626 020 or claims@trent-services.co.uk.
* Who is the gadget policy underwritten by?
This Gadget Insurance has been arranged by Rock Insurance Services Limited
with UK General Insurance Ltd on behalf of Great Lakes Insurance SE. Great
Lakes Insurance SE is a German insurance company with its headquarters at
Königinstrasse 107, 80802 Munich. UK Branch office: Plantation Place, 30
Fenchurch Street, London, EC3M 3AJ.
* How can I make a complaint?
It is our intention to give you the best possible service but if you do have
any questions or concerns about this insurance or the handling of a claim you
should in the first instance please contact ROCK Insurance Group who arranged
the insurance on your behalf. You can contact us in the following ways:
Email: complaints@rockinsurance.com
Tel: 0343 658 0220
Letter: ROCK Insurance Group, 135 High Street, Crawley, West Sussex RH10 1DQ.
* How will my complaint be dealt with?
We aim to deal with any complaint within 24 hours of receipt however we
guarantee that you will be contacted by letter or telephone within 5 days of
receipt of your complaint. This will either be a response to your complaint
or if we are not able to respond at this time we will inform you of who is
handling your complaint, and explain why we are unable to respond at this
time. If after 4 weeks, we have still unable to resolve your complaint you
will receive a further letter informing you of our progress.
If after a further 4 weeks we are still unable to resolve your complaint you
will receive a letter explaining why we cannot respond to your complaint. We
will indicate when we expect to respond and will provide details of your
right to refer your complaint to The Financial Ombudsman Service, Exchange
Tower, London E14 9SR. Tel: 0800 023 4 567.
Your statutory rights are not affected if you choose to follow any of the
complaints procedures above. For further information about your statutory
rights contact your local authority, Trading Standards Service or Citizens
Advice Bureau.
* I cannot find the answer to my question.
If you can’t find the answer to your question in these FAQs, please contact
us on 0333 300 2160 or by email at admin@rockinsurance.com.
* I cannot find the answer to my question.
If you can’t find the answer to your question in these FAQs, please contact
us on 0333 300 2160 or by email at admin@rockinsurance.com.
GET A TRAVEL INSURANCE QUOTE FROM LEISURE GUARD TODAY
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LEISURE GUARD TRAVEL INSURANCE CUSTOMERS BENEFIT FROM:
Up to £15,000,000 medical emergency & repatriation cover
Up to £7,500 cancellation & curtailment cover
Up to £3,000 cover for your personal possessions
Cover for loads of activities; with over 100 Sports and activities covered as
standard
24hr emergency helpline in place should you need us while on your trip
IMPORTANT POLICY INFORMATION
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Call us:
01293 855960
Monday – Friday
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Saturday
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© Copyright 2024 Leisure World Developments Ltd
Leisure Guard Group and Leisure Guard Insurance Services are trading styles of
Leisure World Developments Ltd. Leisure World Developments Ltd is authorised and
regulated by the Financial Conduct Authority (FCA), under FCA number 927718.
Leisure Guard is arranged and administered by ROCK Insurance Group. ROCK
Insurance Group is a trading style of Rock Insurance Services Limited who is
authorised and regulated by the Financial Conduct Authority (FCA No. 300317).
Policies are underwritten by Inter Partner Assistance S.A.
Inter Partner Assistance S.A. is authorised and regulated by the National Bank
of Belgium, with a registered head office at Boulevard du Régent 7, 1000
Brussels, Belgium. Authorised by the Prudential Regulation Authority (firm
reference number 202664). Subject to regulation by the Financial Conduct
Authority and limited regulation by the Prudential Regulation Authority.
Inter Partner Assistance S.A. UK branch office address is 106-118 Station Road,
Redhill, RH1 1PR.
Inter Partner Assistance S.A. is part of the AXA Group.
Call us:
01293 855960
Monday – Friday
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8:30am – 6:00pm
Saturday
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