ROCK Insurance Group receives a mix of praise and criticism from its customers. Many reviewers highlight the excellent customer service, with specific mentions of helpful agents like Londiwe and Malusi, who provide thorough assistance and good advice. Consumers appreciate the competitive pricing and value for the insurance coverage offered, often noting that the service exceeded their expectations. However, a significant number of complaints focus on poor communication and service issues, including delayed responses and missing documentation. Some customers express frustration over auto-renewals and misleading information regarding their policies. Overall, while many find the insurance affordable and the staff supportive, the negative experiences regarding service reliability and communication cannot be overlooked.
8 months ago
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... See more
8 months ago
Everything went better than expected, I’m satisfied.
8 months ago
Excellent service as always thank you
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!
Everything went better than expected, I’m satisfied.
Excellent service as always thank you
Good value for the price great customer service
Never had to use the insurance but the price was one of the best out there for the level of cover
well over another week AND STILL NOTHING 29TH JULY LAST REVIEW STILL NOTHING U N B E L I E V A B L E ABSOLUTELY ATROCIOUS ABSOLUTELY 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
First class customer service via telephone call with Dali. Really sound advice, very helpful. Thank you for help and assistance. Terry
I recently had cause to have an operation to one of my right side carotid artery and have planned holiday in Turkey in mid August so was panicking about my travel insurance, upon speaking to Dali at Rock Insurance, he was very reassuring that I would be covered by my existing policy at no extra cost taking away a lot of unwanted further stress, Thanks for All Your Support Dali
Disgusted at this company an the way they treat there clients Ruined our whole holiday. Also they have put the worst 3 party AXA to deal with our claim it’s absolutely appalling
I purchased insurance via Tesco from Rock I have been trying to contact Rock Insurance to get my confirmation e-mail for over a week now. They have taken my money but no confirmation of the policy!! And yes, I have checked my junk and spam folders!
Avoid ROCK insurance.Used confused .com and linked to Rock insurance. Took payment immediately but no documents received. Phoned customer services. Completely unhelpful to the point of being obstructive. No explanation why insurance docs not received.Took out another policy with Admiral and had excellent service
Totally misled and given wrong information by Rock Insurance. Avoidance tactics used when you question rationale. No complaints people to speak to either. Do not use this organisation!
Was on with a guy called MALUSI, who was SUPERB. Very patient, explained everything well to me, took his time, went over all again. A could not have asked for a better AGENT to deal with my query. So a BIG THANKS to MALUSI. Rodney!
I had to fly over them, I liked everything!
No infomation sent over at all scamming company
Can't find email received of my travel insurance policy?
Horrendous experience!! I had used them before and no issues. However, everything has changed now. I had to add a new medical condition to my existing travel insurance and was expecting to maybe have to pay a little bit more. To my horror, Rock Insurance now don't want to cover me anymore and forced me to cancel my insurance and I had to take one out elsewhere again. On top of that, they only want to issue a refund of 65%!!! Customer Service is useless, as well. I have now managed to log a complaint after have been previously lied to. If you don't want to waste money and time, stay away from them!!!
Took out insurance with insure for which was with rock insurance cudnt praise them enough my sons villa was broken into whilst in Portugal leading to loss of passport driving licence and numerous clothes after contacting Rock insurance who explained what we would need to send and upload to help with his claim this was all sorted and paid out his claim within a week fab service with a great outcome def recommend
Very easy to book, Staff friendly and efficient
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ROCK Insurance Group is an insurance technology provider specializing in travel insurance solutions. The company offers a comprehensive range of services, including strategic advice, marketing intelligence, product design, pricing strategy, underwriting, and claims handling. By leveraging its expertise, ROCK Insurance Group enables brands to effectively enter and succeed in the travel insurance market. Targeting businesses looking to enhance their insurance offerings, ROCK Insurance Group provides an end-to-end customer experience through a versatile platform. The company serves a diverse clientele, including established brands and startups, by offering both rapid market entry solutions and customized insurance propositions. With a focus on compliance, training, and data analysis, ROCK Insurance Group supports its clients in building robust travel insurance products that meet consumer demands.
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