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Contact Us

Got a question? Get in touch

We will be able to assist you faster if you have your policy number on hand or included within any written communication

For questions related to your policy, or if you need to make an amendment:

0343 658 0210

Open Monday-Friday 8:30-18:00
Saturdays 9:00-17:00

alternatively, email:

[email protected]

or write to us at:

Customer Services Department
ROCK Insurance Group
Griffin House
135 High Street
Crawley, West Sussex
RH10 1DQ

To make a claim on a policy bought on or after 31/07/2023:

Start Claim

0204 517 9887

Open Monday-Friday 9:00-17:00

To get emergency medical assistance:

+ 44 (0)204 517 9887

Available 24/7

To make a claim on a policy bought before 31/07/2023:

Start Claim

01420 259 049

Open Monday-Friday 9:00-17:00

To get emergency medical assistance:

+ 44 (0)1273 071784​

Available 24/7

To Make a Complaint:

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
   
Telephone: 0343 658 0210
For complaints about how a claim or assistance case has been handled for policies bought on or after 31/07/2023, you should contact:

Complaints Team
AXA Partners
The Quadrangle
106-118 Station Road
Redhill
RH1 1PR
 
Telephone: 0204 517 9887

If you purchased your policy between 14 April 2020 and 30 July 2023:

For complaints about how a claim has been handled on you should contact:
 
International Medical Rescue
15 East Links
Tollgate
Eastleigh
Hampshire
SO53 3TG
 
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
 
 
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

Email: [email protected]

Telephone: 0800 023 4567
(1) Price based on a single trip policy for an individual aged 18-55 with no medical conditions for 7 days in Europe. Price is correct as of 16/07/2024.

(2) Individual Cover prices are for one traveller aged 18-55 with no medical conditions and are inclusive of Insurance Premium Tax. Family Cover prices are for two adults aged 18-55 and up to 4 children under age 18, with no medical conditions, inclusive of Insurance Premium Tax. “Worldwide” prices refer to  Worldwide Including policies. Prices are correct as of 16/07/2024.

(3) For travellers aged under 66 only.

Netflights.com is a trading style of Gold Medal Travel Group Limited, who is an Appointed Representative of 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).


Netflights Travel Insurance is arranged and administered by ROCK Insurance Group, and is underwritten by Inter Partner Asssistance 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.

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