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, 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 Limited.

Period covered in this report: 02 January 2017 – 01 July 2017


Brands/trading names covered:, Admiral Travel Insurance, Bell Travel Insurance,, Club La Costa Travel Insurance,  Debenhams Travel Insurance, Diamond Travel Insurance, Elephant Travel Insurance,,, Interval Travel Insurance, Leisure Guard Travel Insurance, Leisure Guard Lite Travel Insurance, Travel Insurance, Jet2Holidays Travel Insurance,,, Travel Insurance,,, 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