For All General Queries Please Contact Us
By Phone:
Telephone: 0343 658 0210 Monday to Friday 8:30am to 6:00pm
Saturdays 9:00am to 5:00pm
Sundays closed
Write To Us:
The Compliance Manager
Netflights.com Travel Insurance
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
For Emergency Medical Assistance
If you purchased your policy on or after 31 July 2023
Please contact AXA Assistance on: 02045 179 887 or +44 (0) 2045 179 887, if you are outside the U.K.
If you purchased your policy between 14 April 2020 and 30 July 2023
Please contact International Medical Rescue on: 00 44 (0) 2380 177474
If you purchased your policy between 30 April 2019 and 13 April 2020
Please contact International Medical Rescue on: 00 44 (0) 2380 644633
All Emergency Medical Assistance Lines are Open 24/7 (365 days)
For Travel Insurance Claims
If you purchased your policy on or after 31 July 2023
Please contact AXA Claims on: 02045 179 887
If you purchased your policy between 14 April 2020 and 30 July 2023
Please contact Reactive Claims on: 01420 259 049 or submit a claim online here
If you purchased your policy between 30 April 2019 and 13 April 2020
Please contact Reactive Claims on: 01420 259 049 or submit a claim online here
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
If you purchased your policy on or after 31 July 2023:
For complaints about how a claim or assistance case has been handled you should contact
Complaints Team
AXA Partners
The Quadrangle
106-118 Station Road
Redhill
RH1 1PR
Email:
[email protected]Telephone:
02045 179 887
If you purchased your policy between 14 April 2020 and 30 July 2023:
For complaints about how a claim has been handled you should contact
International Medical Resue
15 East Links
Tollgate
Eastleigh
Hampshire
SO53 3TG
Email:
[email protected]
For complaints about how a medical assistance case has been handled you should contact
Quality Assurance Team,
IMG Global Response,
Fitzalan Court,
3rd Floor Fitzalan House,
Cardiff
CF24 0EL
Email:
[email protected]Telephone: 0331 630 4699
For All Policies:
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]