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, Bigbluecover.com, Bikmo Travel Insurance, Co-operative Bank plc Medical Endorsement, Dawson & Sanderson Travel Insurance, insurefor.com, Jet2.com Travel Insurance, Jet2Holidays Travel Insurance, Jet2Insurance.com, Netflights.com 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), Sunshine.co.uk 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 |