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Name: Roger Conlon

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My experience with Rock travel insurance as AXA partner

This is a genuine review that I hope may be of help to others with AXA travel insurance ( partnered with Rock) issues I filed a claim with AXA insurance on the 10/09/23 for travel insurance. I had to cancel a TUI holiday due to covid.. The incident details and all the necessary documents were submitted promptly to the online claims portal to support my claim. AXA did not get back to me within the 10 working days as stated in their business aim. I then read reviews of AXA and was pretty alarmed and felt stupid for not looking beforehand. A further delay after a phone call and email exchange led to another delay after a promise to respond to the claim in 2 weeks. I sent a letter of complaint and eventually had a response to that on 1/11/23. I then had £75 compensation and promise to follow up with the insurer. I was just about to email again after a 10 working day gap when I was phoned in the evening to be informed the claim was agreed and I should receive the claim in a further 10 working days. I did, at the end of that period, get the claim money (23/11/23). So to be fair, although there were frustrating delays ( twice against promised response times) there was a settlement. The AXA insurer was Rock which underwrites for ‘travel insurance policies such as Jet2, Onthebeach, Travel Republic, Insurefor, Leisure Guard and Big Blue etc’. I hope for other complainants that Rock are simply slow and not delaying responses as a business practice. I have written this to say it was not as bad as the reviews led me to believe but also not a good service – it took a lot of nudging and then pushing. Two or maybe three stars out of 5 in the hope of encouraging them to be more responsive and repair their review status a bit. Reviewed on: 26th November 2023