Contact Us
We will be able to assist you faster if you have your policy number on hand or included within any written communication
CONTACT LEISURE GUARD TRAVEL INSURANCE
GENERAL QUERIES
Email, call or write to us
Email: [email protected]
Telephone: 01293 855 960
Monday to Friday 9.00am to 6.00pm
Saturday: 9:00am – 5:00pm
Or write to us at:
Leisure Guard Insurance Services
c/o ROCK Insurance Group
Griffin House
135 High Street
Crawley
West Sussex
RH10 1DQ
We endeavour to respond to all written queries within two working days.
If you are an annual multi trip policy holder and wish to opt out of automatic renewal please call us on 01293 855 960 or email [email protected].
Travel Claims
For policies purchased on or after 11 July 2022 –
Please call: 0204 517 9889
or go online: rock.leisureguard.uk.axa.travel
For policies purchased between 15 March 2022 and 10 July 2022 or between 18 June 2020 and 27 May 2021 –
Please call: 01420 259049
or go online: www.reactiveclaims.com.
For policies purchased between 28 May 2021 and 14 March 2022 –
Please call: 02380 177285
or go online: www.im-rescue.com.
For policies purchased between 17 June 2020 and 12 September 2019 –
Please call: 020 8666 9314
or go online: www.azgatravelclaims.com
For policies purchased before 12 September 2019 –
Please call: +44 343 658 0345
or go email: [email protected]
Gadget Claims
For policies purchased on or after 18 September 2024 –
Please call: 0330 020 0043
or go online: https://tiga.taurus.claims
For policies purchased between 11 July 2022 and 17 September 2024 –
Please call: 0330 053 1836
or go online: www.eclaimcity.co.uk
For policies purchased prior to July 2022 –
You must:
- Notify Trent – Services (Administration) Ltd as soon as possible after any incident likely to result in a claim under this insurance ;
Trent – Services (Administration) Ltd,
Trent House,
Love Lane,
Cirencester,
Gloucestershire GL7 1XD
Telephone: 01285 626020
Email: [email protected]
Fax: 01285 626031 - Report the theft of your mobile phone within 12 hours of discovery of the occurrence of the theft, to your airtime provider and instruct them to blacklist your handset;
- Report the theft of your electronic equipment to the police within 24 hours of discovery and obtain a crime reference number in relation to the theft of the item.
- If we replace your electronic equipment the ownership of the damaged or lost item is transferred to us once you have received the Replacement Item we have supplied. If the electronic equipment you have claimed for is returned or found you must notify us and send it to us if we ask you to do so.
Before your claim can be approved, you must pay the excess. The excess for a laptop, iPhone, smart phone or tablet is £50; for all other items, please refer to the excess in the Summary of Cover table.
If the above terms are not adhered to, then your claim may not be paid or paid in full.
End supplier failure claims
For policies purchased between 13 March 2020 and 10 July 2022:
You must report any incident or event that could give rise to a claim. You should do this as soon as reasonably possible by writing to:
IPP Claims,
Cunningham Lindsey,
Oakleigh House,
14-15 Park Place,
Cardiff,
CF10 3DQ
Call: 0345 266 1872
Email:[email protected]
Online: www.ipplondon.co.uk/claims.asp.
Please give your policy number and quote the reference ESFI-V1.19.
Complaints
You have the right to expect the best possible service and support. If we have not delivered the service that you expected or you are concerned with the service provided, we would like the opportunity to put things right. If you feel we have fallen short of our standards, please contact:
If your complaint is about the sale of your policy:
The Compliance Manager
ROCK Insurance Group
Griffin House
135 High Street
Crawley
West Sussex
RH0 1DQ
If you bought your policy on or after 18 September 2024:
If your complaint is about a claim on your policy (except Section 9 – Gadget Cover):
Write to us:
Complaints Team
AXA Partners
The Quadrangle
106-118 Station Road
Redhill
RH1 1PR
Email us: [email protected]
Phone us: 0204 517 9889
If your complaint is about a claim on your policy under Section 9 – Gadget Cover:
Write to us:
Customer Relations Officer
Taurus Insurance Services Limited
Suite 2209-2217 Eurotowers
Europort Road
Gibraltar
Email us: [email protected]
Phone us: 0330 020 0043
If you bought your policy between 11 July 2022 and 17 September 2024
If your complaint is about a claim on your policy (except Section 9 – Gadget Cover):
Write to us:
Complaints Team
AXA Partners
The Quadrangle
106-118 Station Road
Redhill
RH1 1PR
Email us: [email protected]
Phone us: 0204 517 9889
If your complaint is about a claim on your policy under Section 9 – Gadget Cover:
Write to us:
Claims Administrators
Customer Relations
Citymain Administrators Ltd
Lakeside
3000 Western Road
Portsmouth
PO6 3FQ
Email us: [email protected]
Phone us: 0333 999 7946
If you bought your policy between 15 March 2022 and 10 July 2022:
If your complaint is about a claim on your policy (Except Section 17 – End Supplier Failure):
Write to:
Reactive Claims Limited
PO Box 353
ALTON
GU34 9LE
Email: [email protected]
If your complaint is about how an assistance case on your policy:
Write to:
The Mayday Group,
1 Clifton Mews
Clifton Hill
Brighton
BN1 3HR
Email: [email protected]
Further details of our internal complaint-handling procedures are available on request. If you are unhappy with the service provided by an appointed representative the relevant complaint-handling procedure is available on request.
If your complaint is about a claim on your policy under Section 17 – End Supplier Failure:
Write to:
Compliance Officer
Liberty Mutual Insurance Europe SE
20 Fenchurch Street
London
EC3M 3AW
Tel: +44 (0) 20 3758 0840
Email: [email protected]
If you bought your policy between 28 May 2021 and 14 March 2022:
If your complaint is about a claim on your policy (except Section 17 – End Supplier Failure):
Write to:
International Medical Rescue,
15 East Links,
Tollgate,
Eastleigh,
Hampshire
SO53 3TG
Email: [email protected]
If your complaint is about a claim on your policy under Section 17 – End Supplier Failure:
Compliance Officer
Liberty Mutual Insurance Europe SE
20 Fenchurch Street
London
EC3M 3AW
Tel: +44 (0) 20 3758 0840
Email: [email protected]
If you bought your policy between 18 June 2020 and 27 May 2021:
If your complaint is about a claim on your policy (Except Section 17 – End Supplier Failure):
Reactive Claims Limited
PO Box 353
ALTON
GU34 9LE
Email: [email protected]
If your complaint is about how an assistance case on your policy:
The Mayday Group,
1 Clifton Mews
Clifton Hill
Brighton
BN1 3HR
Email: [email protected]
Further details of our internal complaint-handling procedures are available on request. If you are unhappy with the service provided by an appointed representative the relevant complaint-handling procedure is available on request.
If your complaint is about a claim on your policy under Section 17 – End Supplier Failure:
Compliance Officer
Liberty Mutual Insurance Europe SE
20 Fenchurch Street
London
EC3M 3AW
Tel: +44 (0) 20 3758 0840
Email: [email protected]
If you bought your policy between 13 March 2020 and 17 June 2020:
If your complaint is about a claim on your policy (except Section 17 – End Supplier Failure and Part B – Gadget Cover):
Write to:
Customer Service,
Allianz Assistance,
102 George Street,
Croydon,
CR9 6HD
Phone: +44 (0)20 8603 9853
Email: [email protected]
If your complaint is about a claim on your policy under Section 17 – End Supplier Failure:
Write to:
The Customer Services Manager,
IPP Claims Office,
IPP House,
22-26 Station Road,
West Wickham,
Kent
BR4 0PR
United Kingdom
Phone: +44 (0)20 8776 3752
Email: [email protected]
Having followed the above procedure, if you are still not satisfied with the response you may write to:
Complaints Team,
Lloyd’s,
One Lime Street,
London
EC3N 7HA
Email: [email protected]
Website: www.lloyds.com/complaints
If your complaint is about a claim on your policy under Part B – Gadget Cover:
Trent – Services (Administration) Ltd,
Trent House,
Love Lane,
Cirencester,
Gloucestershire
GL7 1XD
Telephone: 01285 626020
Email: [email protected]
If you bought your policy between 12 September 2019 and 13 March 2020:
If your complaint is about a claim on your policy (except Part B – Gadget Cover):
Write to:
Customer Service,
Allianz Assistance,
102 George Street,
Croydon,
CR9 6HD
Phone: +44 (0)20 8603 9853
Email: [email protected]
If your complaint is about a claim on your policy under Part B – Gadget Cover:
Trent – Services (Administration) Ltd,
Trent House,
Love Lane,
Cirencester,
Gloucestershire
GL7 1XD
Telephone: 01285 626020
Email: [email protected]
If you bought your policy from 21 January 2019 to 11 September 2019:
If your complaint is about a claim on your policy under Part B – Gadget Cover:
Trent – Services (Administration) Ltd,
Trent House,
Love Lane,
Cirencester,
Gloucestershire
GL7 1XD
Telephone: 01285 626020
Email: [email protected]
- Your name, address and postcode, telephone number and email address (if you have one).
- Your policy number and/or claim number and the type of policy you hold.
- The reason for your complaint.
- Any written correspondence should be headed ‘COMPLAINT’ and you may include copies of supporting material.
If you are still not satisfied you can contact the Financial Ombudsman Service:
The Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Telephone: 0300 123 9123 or 0800 023 4567
Fax: 020 7964 1001
Email: [email protected]
Website: www.financial-ombudsman.org.uk
24/7 EMERGENCY MEDICAL ASSISTANCE
Had a medical emergency abroad?
For policies bought on or after 11 July 2022 please contact 0204 517 9889 if you are in the UK or, +44 (0) 204 517 9889 if you’re outside the UK.
For policies bought between 18 June 2020 and 10 July 2022 please contact Mayday on 00 44 (0) 1273 071784 or email [email protected] .
For policies bought before 18 June 2020 please contact Allianz Assistance on 00 44 (0) 20 8666 93 12.