Complaints publication report
Firm Name: Rock Insurance Services Limited
Group Name: ROCK Insurance Group
Other firms included in this report (if any): ABR Travel Services Limited, Airline Network plc, Ambassador Holidays Limited, Assurant Direct Limited, Avios Group (AGL) Limited, Barrhead Travel Service Limited, Business Brokers Limited, Cumbria Travel Limited, Debenhams Retail plc, EUI Limited, Experience the World Travel Limited, Golfguard Limited, HD Travel Limited, Hendersons Travel Agencies Limited, Jet2.com Limited, Jet2Holidays Limited, Leger Air Holidays Limited, Leger Holidays Limited, The Midcounties Co-Operative Trading Limited, Monarch Airlines Limited, Monarch Holidays Limited, Monarch Hotels Limited, Moorelands Travel Limited, Moorelands Travel Kelty Limited, The Original Travel House Limited, Policy Expert Limited, PT Travel Limited, Purple Parking Limited, Scapa Travel Limited, Sunmaster Limited, Travelcare World Limited, Travel Republic Limited, Weir Travel Limited, and Yourholidaybooking.com Limited.
Period covered in this report: 02 January 2017 – 01 July 2017
Brands/trading names covered: 24DrTravel.com, Admiral Travel Insurance, Bell Travel Insurance, Bigbluecover.com, Club La Costa Travel Insurance, Debenhams Travel Insurance, Diamond Travel Insurance, Elephant Travel Insurance, Gadgetbuddy.com, insurefor.com, Interval Travel Insurance, Leisure Guard Travel Insurance, Leisure Guard Lite Travel Insurance, Jet.com Travel Insurance, Jet2Holidays Travel Insurance, Jet2Insurance.com, MRLInsurance.co.uk, Netflights.com Travel Insurance, Protectyourbubble.com, Somewhere2Stay.com, and Travel House Travel Insurance.
|Number of Complaints Opened by Volume of Business|
|Product/Service Grouping||Provision (at reporting end date period)
|Number of Complaints Opened||Number of Complaints Closed||Percentage Closed within 3 Days||Percentage Closed after 3 Days but within 8 Weeks||Percentage Upheld||Main Causes of Complaints Upheld|
|Insurance and Pure Protection||1.17 per 1,000 policies in force
|548||440||53%||22%||25%||Unclear guidance/ arrangement|