Complaints publication report

Firm Name:      Rock Insurance Services Limited

Group Name:    ROCK Insurance Group

Period covered in this report: 1st January 2023 – 30th June 2023


Brands/trading names covered: AA (Ireland) Medical Endorsement, Barclays Bank plc Medical Endorsement, Barrhead Travel Insurance,, Bikmo Travel Insurance, Co-operative Bank plc Medical Endorsement, Dawson & Sanderson Travel Insurance,, Travel Insurance, Jet2Holidays Travel Insurance,, Travel Insurance, On the Beach Travel Insurance, Ramsay World Travel Insurance, Travel Republic Travel Insurance, Tesco Bank Travel Insurance, Leisure Guard Travel Insurance, Airport Parking & Hotels (APH), Travel Insurance, Travel Counsellors Travel Insurance, Travelbag Travel Insurance, Your Co-op 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 1.53 Per 1,000 policies sold


915 808 9.5% 30.2% 57% Category 3 – General admin – customer service