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, Bigbluecover.com, Co-operative Bank plc Medical Endorsement, insurefor.com, Jet2.com Travel Insurance, Jet2Holidays Travel Insurance, Jet2Insurance.com, Netflights.com 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 |