Complaints publication report

Firm Name:      Rock Insurance Services Limited

Group Name:    ROCK Insurance Group

Period covered in this report: 1st July 2022 – 31st December 2022


Brands/trading names covered: AA (Ireland) Medical Endorsement, Barclays Bank plc Medical Endorsement,, Co-operative Bank plc Medical Endorsement,, Travel Insurance, Jet2Holidays Travel Insurance,, Travel Insurance, Travel Republic Travel Insurance, Tesco Bank Travel Insurance, Leisure Guard Travel Insurance, Airport Parking & Hotels (APH), Travel Counsellors, Your Co-op Travel 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 3.3 Per 1,000 policies sold


1,083 732 60% 25% 31% Category 3 – General admin – customer service