Monday – Friday: 8:30am – 6:00pm

Saturday: 9:00am – 5:00pm

Frequently Asked Questions

Check out our FAQs

Coronavirus (COVID-19)

For all policies purchased from 18 June 2020 our advice on Coronavirus is as follows:

Please check our special coronavirus information page by clicking here.

 

For all policies purchased from 13 March 2020 to 17 June 2020 our advice on Coronavirus is as follows:

There will be no cover provided for any claim directly or indirectly caused by, arising or resulting from, or in connection with:  Coronavirus disease (COVID-19) or any mutation of the disease.

 

For all policies purchased from 12 September 2019 to 23:59 on 13 March 2020 our advice on Coronavirus is as follows:

On 11 March 2020, the World Health Organisation (WHO) declared that COVID-19 is a pandemic. As a result, the general exclusion for claims arising from or relating to any epidemic or pandemic on our travel insurance policies were enforced.

On 17 March 2020 the FCO has advised against all non-essential travel abroad and released the following statement:

‘COVID-19 Exceptional Travel Advisory Notice- As countries respond to the COVID-19 pandemic, including travel and border restrictions, the FCO advises British nationals against all but essential international travel. Any country or area may restrict travel without notice.’

 

You can view official updates regarding the Coronavirus at the following sources:

Foreign and Commonwealth Office (FCO): https://www.gov.uk/foreign-travel-advice

World Health Organisation (WHO): https://www.who.int/emergencies/diseases/novel-coronavirus-2019

For tips and advice on minimising your risk of catching Coronavirus, please refer to the NHS guidelines: https://www.nhs.uk/conditions/coronavirus-covid-19/

Policy changes and customer care

Your policy is sent to you automatically by email right after you buy your policy. It’s worth checking your junk or spam folder. If it’s not there, please email us at  info@leisureguardsupport.com or speak to one of our team in real time by using the Live Chat – just click here. We’ll check your email address is correct and get it re-sent to you. Opening hours are Monday to Friday 8:30am – 6:00pm, Saturday 9:00am – 5:00pm.

If you would like to amend your policy you can do so by contacting us at 0333 300 2160 or speak to a member of our team via Live Chat here.

If you decide your policy isn’t right for you, you can cancel it within 14 days of purchase and receive a full refund, provided there are no claims pending on the policy and you haven’t already travelled. To cancel your policy please contact us at info@leisureguardsupport.com quoting your policy number, or speak to a member of our team via Live Chat.

It is our intention to give you the best possible service but if you do have any questions or concerns about this insurance or the handling of a claim you should in the first instance please contact ROCK Insurance Group who arranged the insurance on your behalf. You can contact us in the following ways:


Email: complaints@rockinsurance.com

Tel: 0800 091 3768

Letter:
ROCK Insurance Group, 135 High Street, Crawley, West Sussex RH10 1DQ.

We aim to deal with any complaint within 24 hours of receipt however we guarantee that you will be contacted by letter or telephone within 5 days of receipt of your complaint. This will either be a response to your complaint or if we are not able to respond at this time we will inform you of who is handling your complaint, and explain why we are unable to respond at this time. If after 4 weeks, we have still unable to resolve your complaint you will receive a further letter informing you of our progress.

If after a further 4 weeks we are still unable to resolve your complaint you will receive a letter explaining why we cannot respond to your complaint. We will indicate when we expect to respond and will provide details of your right to refer your complaint to The Financial Ombudsman Service, Exchange Tower, London E14 9SR. Tel: 0800 023 4 567. Your statutory rights are not affected if you choose to follow any of the complaints procedures above. For further information about your statutory rights contact your local authority, Trading Standards Service or Citizens Advice Bureau.

Yes, if you want to upgrade your level of cover or upgrade your Single Trip policy to Annual Multi-Trip cover, we can help you with that. You can also upgrade your policy to a different geographical limit, add winter sports cover, cruise cover upon payment of additional premium subject to terms and conditions.

However once the policy has been purchased you are unable to downgrade cover, add an excess waiver or gadget cover to the policy.

Speak to a member of our team on 0333 300 2160 or by Live Chat here.

Unfortunately, we can’t extend your policy for you whilst you are away. However the policy automatically extends if you need to extend your trip due to unforeseen reasons such as your return flight being cancelled, or if you fall ill and have to stay in hospital (provided the illness or injury is covered by your policy).

You can find full information about how we collect, store and use our customer data in our privacy policy. This explains what you’re rights are under General Data Protection Regulation (GDPR).

Buying your policy

Yes – the benefits are all per person, per claim, unless otherwise stated on your Policy Certificate. For example, there’s a maximum limit you can claim per single item if you make a claim for your baggage, and travel delay claims have a set limit per day. You can check exactly what’s covered in the Policy Wording here.

Most sections of the policy carry an excess. This is the first amount of any claim that you will have to pay, and applies per person, per section. When you make a claim, this will be deducted from the final amount we pay you – so there’s nothing to pay upfront.

The amount may vary depending on the level of cover you’ve chosen, and there are ways you can reduce your excess. For example, you can choose the Excess Waiver policy option when you buy your policy. . If you are able to make use of reciprocal health agreement whilst you are travelling this will reduce your medical bills and in return, we will waive your policy excess on your medical claim

 

Single Trip policies
75 years of age at the time of purchase.

Annual Multi-trip policies
75 years of age at the time of purchase.

Winter Sports policies
65 years of age at the time of purchase.

Annual travel insurance gives you the flexibility to get away as often as you like. It’s worth thinking about the maximum amount of time you’re likely to be away for each trip.

Annual policies cover any number of trips in the policy year but limited to a maximum of 31 consecutive days which take place entirely during the period of insurance (or continue into the next period of insurance if your contract is renewed with us, and is in force at the time of any incident resulting in a claim).

1. Winter sports cover can be included for a maximum of 17 days upon payment of the appropriate additional premium.
2. Upon payment of the appropriate additional premium the maximum number of consecutive days you can spend abroad can be increased to 45, 62 or 92 consecutive days.
3. If you are booked to travel for more than the number of days for which you have paid for cover, you will not be covered for any part of that trip.
4. Trips must commence and end in the home country and a return ticket must have been booked prior to departure, unless a one way trip has been purchased.
5. Irrespective of the number of individual trips you undertake in each period of insurance, the maximum number of days you can spend abroad must not exceed 183.

If you already have a policy and need to upgrade to increase the maximum trip duration please get in touch at info@leisureguardsupport.com or call us on 0333 300 2160 (open Monday to Friday 8:30am – 6:00pm, Saturday 9:00am – 5:00pm).

Taking out a couple or family travel insurance policy is cheaper – as we’re able offer you special discounted rates.

To buy a couple policy, you’ll need to either be married, in a civil partnership, or be common law partners (i.e. you live together as a couple at the same address, rather than as housemates).

With family travel insurance, you can include up to four dependent children or grandchildren, provided they’re all under 18 and in full time education.

Up to four dependent children or grandchildren under the age of 18 who are in full time education.

Unfortunately, we aren’t able to provide cover for a child on their own policy. They would need to be included on a family policy and travelling with one of the adults named on the policy. This can be either a grandparent or a parent.

Each adult is covered to travel independently. Children are not covered to travel independently and are only covered if they’re travelling with one of the adults named on your policy.

Yes, you’ll be covered if complications arise while you’re away, as long as you haven’t suffered from the complications before and you’re travelling within the guidelines of your travel provider (for example, most airlines have their own rules around the maximum number of weeks pregnant you can be if you fly with them).

There’s nothing you need to do – pregnancy doesn’t need to be declared on your travel insurance documents in the same way that an illness or pre-existing medical condition would.

A full list of the complications covered by the policy can be found under the of your policy wording titled ‘meaning of words’. These include for example, gestational hypertension, pre-eclampsia, miscarriage and premature births more than 8 weeks from your due date (16 weeks for multiples).

Please enter your age at the time of purchase.

Your cancellation cover for any upcoming trips will start on the ‘start date’ you enter when you buy your policy. So if you’ve paid for a trip and need cover for cancellation costs, simply start your policy from today’s date.

We offer a 14 day cooling off period – so if you change your mind you can still cancel your policy and receive a full refund, provided you don’t intend to make a claim and have not travelled on the policy.

The geographical limits are:

Home Country: 
The United Kingdom.

Europe: 
UK, the continent of Europe, Mediterranean islands, Channel Islands, the Isle of Man, Turkey, Madeira, Canary Islands, the Azores, the Republic of Ireland, Iceland, Russia, Estonia, Latvia, Lithuania, Belarus, Ukraine, Moldova and Georgia. For residents of the Isle of Man and Channel Islands travelling to the UK, the UK shall be considered as Europe. Egypt, Israel, Morocco and Tunisia are not included in Europe.

Worldwide, excluding USA. Canada, Caribbean* and Mexico: 
Means anywhere in the world except USA, Canada, the Caribbean and Mexico.

Worldwide, including USA. Canada, Caribbean* and Mexico: 
Means anywhere in the world.

*The Caribbean refers to the following:
Anguilla, Antigua, Aruba, Bahamas, Barbados, Barbuda, Bonaire(Antilles), Cayman Islands, Cuba, Curaçao, Dominica, Dominican Republic, Grenada, Guadeloupe, Haiti, Jamaica, Leeward Islands, Martinique, Montserrat, Netherlands Antilles, Puerto Rico, Saint Barthelemy, St Kitts And Nevis, St Lucia, St Martin, St Vincent And The Grenadines, Trinidad And Tobago, Turks And Caicos Islands, Virgin Islands (UK), Virgin Islands (US).

For COVID-19 travel information, please see our dedicated Coronavirus FAQs here.

Please note that you won’t be covered to travel to any countries or regions where the Foreign, commonwealth and Development Office (FCDO) advise against all travel unless the FCDO advice relates solely to coronavirus and you have a Single Trip European policy. You can search the FCDO’s latest advice at https://www.gov.uk/foreign-travel-advice.

You would need to select the geographical limit that includes all of your destinations, so for example if you are travelling to Spain and then France you would select the European policy. However if you are going to Dubai and stopping off in Italy for a few days, you would need to purchase a Worldwide excluding USA. Canada, Caribbean and Mexico policy.

You are covered for trips in the UK providing you have at least two nights pre-booked and paid accommodation.

For these destination please select Europe when you get a quote.

Our policies are only available to residents of the United Kingdom, Channel Islands or Isle of Man that are registered with a medical practitioner

Unfortunately, our policies will not cover you if you’ve already left the UK.

For help with finding cover, the British Insurance Brokers Association can help you find local brokers who may be able to help with a tailored policy.

To add cover for working abroad, please include Sports and Activities Cover D when you get a quote. This will cover you under the terms of the policy while you’re in the workplace – for example if you have an accident at work, we’ll cover your medical bills.

The only type of work that wouldn’t be covered is manual labour involving tools or machinery, where you’re working at heights over 2 metres or with wild animals. But other jobs with physical aspects – like nursing or bar work – would be fine.

It’s worth bearing in mind that you won’t be covered for personal liability while you’re working –  if you have an employer, this would typically be covered by their own public liability cover in the workplace. If you’re self-employed, please check you have public liability cover in place that covers you abroad.

Our Backpacker policies can cover trips up to 552 days duration.

If you’re planning any adventurous activities while you’re away, many are covered as standard – including scuba diving up to 18 metres, white water rafting up to grade 3 rivers, paddleboarding* and hiking up to 4,000 metres. 

*No cover for personal liability, white water grade 4.

It’s worth noting that your cover ends once you land back in the UK. So if you’re planning to break up your trip with a hop back to the UK, you’ll need to take out separate insurance for each period of time you’re out of the country.

Before you go

Your policy documents were sent to you via email when you purchased. We also recommend taking printed copies of your Policy Certificate and Policy Wording with you when you go. They contain emergency phone numbers you might need while you’re away.   Having printed documents can also help you with receiving fast medical treatment, as you may be asked to produce your insurance documents by medical practices or hospitals abroad.

Your policy includes cover for cancellation. Terms and conditions apply, so if you think you need to make a claim, please take time to read the policy wording carefully. Some of the reasons you may be able to claim for include:

  • If you or someone you’re travelling with falls ill
  • If a member of your immediate family is ill
  • If you’re diagnosed with Coronavirus (COVID-19) within 14 days of your planned departure date
  • If you’re made involuntarily redundant
  • If you’re a member of the armed forces, emergency services nursing profession, and you’re called up for duty.

 
You are covered for the cancellation of your holiday for the reasons stated in the policy wording. You may be able to claim (subject to the policy terms and conditions) for any travel or accommodation costs that you have either already paid or are contracted to pay, that you cannot reclaim from the tour operator.

Yes, you’d be covered to claim for cancellations costs if a close family member or person you’re travelling with falls ill before you go, provided the illness wasn’t known about before you bought your policy or paid for your trip (whichever is the later).

What medical circumstances would be considered if you make a claim are detailed on your policy wording, but for example this would include any pending medical investigations, or anything they’ve received prescribed medication for within the 90 days before your period of insurance starts.

Renewing your Annual Multi-Trip policy

If you do not wish to have your annual multi-trip policy renewed, please visit http://optout.rockinsurance.com to opt out. Log in by entering your policy number and email address.

While you're away

Please notify International Medical Rescue immediately about any illness or accident abroad and need medical treatment, or if you need to return home early. You, or someone on your behalf, must contact them before incurring costs over £500.

If you bought your policy from 18 June 2020 please contact International Medical Rescue on +44 (0)2380 177474.

If you bought your policy between 12 September 2019 and 17 June 2020 please contact the assistance handlers on +44 (0)208 666 9312

Before you call, it’s worth checking your policy documentation to see what’s covered.

Please quote the scheme reference found on your policy certificate.

Unfortunately, you cannot be covered if you have already left the UK.

This is not a private health insurance policy. The Insurer will pay for private treatment only if there is no appropriate reciprocal health agreement in existence and no public service available and the Insurer reserves the right to organise a transfer from a private medical facility to a public medical facility where appropriate.

If you are taken/or go to a private medical facility, costs that arise will only be covered if you have contacted the emergency medical assistance company and any treatment has been authorised by them.

Firstly, please check your Policy Certificate and Policy Wording to see what’s covered under the Loss of Passport benefit of your policy.

You may be covered for the cost of obtaining an emergency travel document from the Foreign, Commonwealth and Development Office (FCDO), along with travel and accommodation costs if you need to travel to get them. Please note however, that you will not be covered for the cost of the document itself.

Here’s what to do:

Report the loss or theft of your passport to the local police as soon as possible. You will need to obtain the crime reference details they provide for the Lost or Stolen Passport Notification form.

Next, to get the ball rolling with replacement documents, you will need to report your passport as lost or stolen on the FCDO website, or alternatively, give them a call on  +44 (0) 20 7008 1500. They’ll let you know where your local FCDO office is to collect your emergency travel document and how long it’s likely to take. You will need to pay for the document and claim it back from us once you’re back in the UK.

If you need to travel to collect your replacement document, remember to keep all receipts for travel and accommodation.

Once you’re home, please get in touch with our Claims team.

Firstly, check your Policy Certificate to see what’s covered, along with your Policy Wording.

To make a claim for your bag and its contents, you’ll need to obtain a written report from the police or relevant authority within 24 hours of it happening. This is essential to make a claim – without it the claims team cannot make any payment to you.

If you’ve lost money, please also keep receipts for any cash withdrawal you’ve made following the loss.

Once you’re back in the UK, please contact the Claims team.

All of our policies include airport lounge access for scheduled flight delays over 2 hours. So, if you’re facing a delay of over 2 hours, please call+ 44 (0)2380 177466 (open 24 hours), quoting your Policy Number and flight details. We’ll check availability and can send an airport lounge voucher to you via SMS.

Terms and conditions apply – for instance, the 2 hour delay must be announced in one go, not as a series of shorter delays. So please check your policy wording for full details.

If you haven’t claimed for the airport lounge benefit and your departure from the UK is delayed by 24 hours or more due to strike or industrial action, you will be covered for Travel Delay. This pays you up to the amount listed on your policy certificate for each 24 hour period of delay.

If you choose to abandon your trip after 24 hours delay, you can also claim under the Abandonment section of your policy. This will cover non-refundable travel and accommodation costs you’ve paid for your trip.

To claim, please make sure you obtain written confirmation of the delay from your airline or carrier.

Medical conditions

We’ll ask you whether you have any pre-existing medical conditions when you get a quote. But what is a pre-existing medical condition?

For the purposes of this insurance, it’s any medical condition where you have had:

  • Prescribed medication, including repeat prescriptions
  • Treatment or attended a GP or a specialist as an outpatient or inpatient in the last 2 years or which you are currently on a waiting list for treatment or investigation
  • Any heart, heart-related or circulatory condition
  • Any respiratory condition; or any liver condition
  • Any stress, anxiety, depression or any other psychological condition
  • Any cancerous condition

Yes. We offer cover for many pre-existing medical conditions subject to simple online screening.

When you go through a quote online, you’ll be taken through some questions about your medical conditions and can be screened for conditions you would like to be covered for. You’ll receive a decision right away online. If we can cover your medical condition, it may add an extra premium to your policy, but many can be covered free of charge.

If you go through online screening for your medical condition and we’re unable to offer cover for it, you can in most cases still take out the policy with cover for the condition excluded. This means you won’t be covered for medical claims related to your declined medical condition in any way (either directly, or indirectly). However, you would still be covered under all other aspects of your policy.

Sports, activities and working abroad

Please check your policy wording for a full list of winter sports activities that are available to be covered if you have paid the additional Winter Sports premium. If you are partaking in a sport or activity that you do not see listed in the policy wording then please contact us on 0333 300 2160.

Please check your policy wording for a full list of sports and activities that are covered. If you are partaking in a sport or activity that you do not see listed in the policy wording then please contact us on 0333 300 2160.

Personal accident – This is a lump-sum payment made to you if you suffer a permanent disability or death as a result of an accident. It’s worth noting that you’ll still be covered for medical costs under the terms and conditions of your policy,

Personal liability – This is costs to cover you if you become liable for accidentally injuring someone, or causing accidental loss or damage to their property.

We recommend contacting the organiser to check what insurance they have in place. You may be covered by the organiser’s third party insurance, or it may be possible to find cover through a specialist provider for your particular sport.

Yes, you are covered for scuba diving up to a depth of 18 metres at no extra cost on our policies.

If you plan to dive deeper, you can add on extra cover to insure you up to 30m provided you are a BSAC, PADI, DIWA, SSI or SAA member. Please note that terms and conditions apply for this more advanced level of cover – so please take a look at our Policy Wording here under special sports and activities table A.

You can be covered for winter sports up to age 65 with our policies.

The following activities are covered when you add winter sports cover to your travel insurance:

  • Cat skiing (with guides)
  • Cross country skiing
  • Glacier skiing
  • Ice hockey
  • Kite snowboarding*
  • Langlauf (cross country skiing
  • Monoskiing (not for time trials/speed skiing or racing)
  • Skiing on piste
  • Skidoo*
  • Skiing or snowboarding off piste (within local ski patrol guidelines)
  • Sledging/tobagganing
  • Snow blading (no jumping tricks)
  • Snowboarding on piste
  • Snow bobbing
  • Snow carting*
  • Snow go karting*
  • Snow scooting
  • Snow shoe walking
  • Snow shoeing
  • Snow tubing
  • Snowmobiling*
  • Snowmobile safari*
  • Tobogganing

* No cover for Personal Liability or Personal Accident

You won’t be covered to take part in organised competitions, ski on a professional basis including ski instructing or if you’re skiing against local authority warnings or advice.

Single Trip policies: If you include Winter Sports cover on our single trip policies, you’re covered to hit the slopes every day of your trip.

Annual Multi-Trip policies: Adding Winter Sports cover to Annual  travel insurance will cover you for a maximum 17 days per year. These are the total number of days for your winter sports trip(s), rather than the number of days you’re on the slopes.

Yes, when you add Winter Sports to your policy it will cover you both on-piste and off-piste, provided you’re within local ski patrol guidelines or within recognised and authorised areas.

Yes, if your ski or snowboard equipment is delayed by at least 12 hours, we’ll cover you for the cost of hiring replacements until yours turn up.

 
If you need to make a claim – contact your airline to obtain a property irregularity report, and keep all receipts from the rental shop. You can then submit your claim once you’re back in the UK.

Yes provided you have paid the additional winter sports premium, to the amounts outlined in your policy wording.

Backpacker Policies

All Leisure Guard Backpacker polices automatically cover the following sports and activities:

Activity Conditions
Aerobics
Archery
Badminton
Basketball
Bowls
Bungee jump (No Personal accident cover)
Camel/elephant riding
Camogie
Cricket
Cycling No tours.(No Personal liability cover)
Dog sledging
Fell walking, ramblingnand trekking (Up to 2,000 metres altitude)
Fishing (If in coastal or inland waters)
Fishing If deep sea
Activity Conditions
Football
Go karting Up to 120cc. (No Personal liability cover)
Golf
Gymnastics
Hiking Up to 2,000 metres altitude
Hiking Between 2,000 and 4,000 metres altitude
Hockey
Hot air ballooning As a passenger only
Hydro zorbing
Hurling
Ice-skating Rink only
Martial arts Training only
Motorcycling Over 50cc but under 250cc – as a rider or passenger if wearing a helmet and the rider holds an appropriate UK motorcycle licence to ride the motorcycle. (No cover for racing and no Personal liability cover)
Racket ball
Rafting, canoeing and kayaking (If not white water. No Personal liability cover)
Rafting, canoeing and kayaking
Including white water up to grade 3 rivers. (No Personal Liability cover)
Rambling
Roller skating
Rounders
Rugby
Safari Not involving use of firearms (not walking safari)
Scuba diving to a depth of 18 metres
Sea canoeing
Skateboarding
Snooker, pool and billiards
Snorkelling
Squash
Stand up paddle boarding (No Personal liability cover)
Surfing (No Personal liability cover)
Swimming (Excluding long distance in open water)
Table tennis
Tennis
Trekking Between 2,000 and 4,000 metres altitude
Triathlon – road bike
Volleyball
Water polo
Water skiing (Must be inland waters or coastal waters within a 1 mile limit from land. No Personal liability cover)
Windsurfing (Must be inland waters or coastal waters within a 1 mile limit from land. No Personal liability cover)
Yachting, boating, sailing and rowing (Must be inland waters or coastal waters
within a 12 mile limit from land. No Personal liability cover)

Winter sports cover is optional and can be added for an additional premium.

Claims

If you bought your policy from 18 June 2020 please submit a claim online at www.imr-claims.com or contact International Medical Rescue on 02380 177285.

If you bought your policy between 12 September 2019 and 17 June 2020 please visit www.azgatravelclaims.com to complete an online claim form. Alternatively to obtain a claim form write to Allianz Assistance travel claims department, PO Box 451, Feltham TW13 9EE, call on 0208 666 9314 or email travel.claims:allianz-assistance.co.uk

Yes, a claim form will be sent out from the claims handler.

Gadget insurance

Gadget Travel Insurance is designed to cover personal electronic gadgets and communication devices you carry with you on holiday. This flexible cover enables you to insure any gadget up to 6 years old at the date of registration (laptops up to 15 months old).

  • Up to 3 gadgets valued at £1000 in total
  • Up to 5 gadgets valued at £2000 in total
  • Up to 7 gadgets valued at £3000 in total
  • Accidental Damage
  • Theft
  • Breakdown
  • Liquid damage
  • Unauthorised Calls, Texts or Data Use

There is an excess fee of £50 for all successful claims which must be paid before your claim can be approved. Purchasing an excess waiver on your travel policy does not remove the gadget cover excess.

Please notify Trent-Services (Administration) within 48 hours of returning to the UK on 01285 626 020 or claims@trent-services.co.uk.

This Gadget Insurance has been arranged by Rock Insurance Services Limited with UK General Insurance Ltd on behalf of Great Lakes Insurance SE. Great Lakes Insurance SE is a German insurance company with its headquarters at Koniginstrasse 107, 80802 Munich. UK Branch office: Plantation Place, 30 Fenchurch Street, London, EC3M 3AJ.

I can't find the answer to my question

If you can’t find the answer to your question in these FAQs, please contact us on 0333 300 2160 or by email at admin@rockinsurance.com

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