Complaints publication report

Firm Name:      Rock Insurance Services Limited

Group Name:    ROCK Insurance Group

Other firms included in this report (if any): Airline Network plc, Avios Group (AGL) Limited, Axa Travel Insurance Limited, Barrhead Travel Service Limited, Bikmo Limited, Commercial & General Limited, Cumbria Travel Limited, Debenhams Retail plc, Golfguard Limited, HD Travel Limited, Limited, Jet2Holidays Limited, The Midcounties Co-Operative Trading Limited, The Original Travel House Limited, Policy Expert Limited, Sunmaster Limited, Travelcare World Limited, Travel Bag Limited, and Travel Republic Limited.

Period covered in this report: 02 January 2019 – 01 July 2019


Brands/trading names covered: AA (Ireland) Medical Endorsement, Barclays Bank plc Medical Endorsement, Bettersafe Travel Insurance,, CoOperative Bank plc Medical Endorsement, Debenhams 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 1.59 Per 1,000 policies in force


768 756 33% 66% 58% Other General Administration/

Customer Service