About Us

elephant.co.uk Travel Insurance, just want you to have a great time no matter what you do and where you go.

To make sure  you are provided with the best possible service, we have joined forces with those lovely people at Rock Insurance Services Limited (FSA registration number 300317) to bring you  comprehensive travel cover.

Arranging your insurance over the internet is the easiest way to make sure you get covered, even if you have left it until the last minute. Rock Insurance provides travel cover online and offers a range of products that will meet your needs, whether you are cruising around the Caribbean or backpacking round Bavaria.

Elephant.co.uk Travel Insurance hopes that you don't have to get in touch with us while you are away. But if the worst happens, however, Rock Insurance have a team of people just waiting to give you a hand, whether you have been parted from your suitcase or suffered something more serious.

elephant.co.uk is  a trading name of EUI Limited, who are authorised and regulated by the Financial Services Authority (FSA registration number 309378) and are committed to ensuring all of our customers enjoy the very best service at all times.

The registered address for EUI Limited is:

Capital Tower
Greyfriars Road
Cardiff
CF10 3AZ

The travel insurance is arranged and administered by Rock Insurance Services.

Rock Insurance Services Limited’s registered office is 6 Magellan Terrace, Gatwick Road, Crawley, West Sussex, RH10 9PJ. Their telephone number is 0843 658 0280.

Important Information about Rock Insurance Services Limited

Your right to complain

Rock always aims to provide a first class service, however if you have any cause for complaint, any enquiry in the first instance should be addressed in writing to:

The Compliance Manager
Rock Insurance Services Limited
6 Magellan Terrace
Gatwick Road
Crawley
West Sussex
RH10 9PJ

Doing the very best to resolve any difficulty with you is important to Rock, but if this is not done to your satisfaction, disputes may be referred to the Financial Ombudsman Service for review:

The Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London
E14 9SR

Telephone

0800 023 4567 (free for people phoning from a ‘fixed line’ (eg. a landline at home)

0300 123 9123 (free for mobile phone users who pay a monthly charge for calls to numbers starting 01 or 02

If you have a complaint regarding a claim then you should write to:

Quality Department
Europ Assistance Holdings Limited
Sussex House
Perrymount Road
Haywards Heath
West Sussex
RH16 1DN

Telephone: 00 44 (0) 844 388 5799
or e-mail on: quality@europ-assistance.co.uk

If your complaint is one of the few that cannot be resolved by this stage contact the Head of Customer Care at the address shown below, in English, who will arrange for an investigation on behalf of the Chief Executive:

SOLID Försäkringar
Box 22068
250 22 Helsingborg
Sweden
Corp ID No 516401-8482

Or you may use e-mail: info@solidab.com

Who regulates Rock?

elephant.co.uk Travel Insurance is arranged and administered by Rock Insurance Services Limited, a firm authorised and regulated by the Financial Services Authority (FSA). The FSA registration number 300317 and this can be verified by checking the FSA website via the following address http://www.fsa.gov.uk/register/home.do (please type in ‘Rock’ or the postcode RH10 9PJ) or by contacting the FSA on 0845 606 1234.

Meaning of Words

We, Our or Us:                  Rock Insurance Services Limited

No additional fees will be charged for our service. All you are required to pay is the insurance premium.

You WILL NOT receive advice or a recommendation from us for insurance. We may ask some questions to narrow down the selection of products that we will provide details on. You will then need to make your own choice about how to proceed.

We collect and hold insurance premiums as agent of the insurer.

You are responsible, on an ongoing basis, for providing us and/or your insurers with all material facts relating to the insurance covers we arrange on your behalf. Material facts are those which are likely to affect the assessment and acceptance of risks being insured. Failure to provide full and accurate information may mean that your cover is invalid. If you are in any doubt as to what facts are considered to be material then you should disclose them to us or the insurers.

We are covered by the Financial Services Compensation Scheme (FSCS). You may be entitled to compensation from the FSCS if we cannot meet our obligations. This depends on the type of business and the circumstances of the claim. Insurance advising and arranging is covered for 90% of the claim, without any upper limit. For compulsory classes of insurance, insurance advising and arranging is covered for 100% of the claim, without any upper limit. Further details about compensation scheme arrangements are available from the FSCS.

You may already possess alternative insurance(s) for some or all of the features and benefits provided by products purchased; it is your responsibility to investigate this. We will not provide you with advice about the suitability of this product for your individual needs but we will be happy to provide you with factual information to assist you in making an informed buying decision.

All policies have exclusions and restrictions to them. It is very important that you read and understand these and only purchase the policy if you are happy that you and (where applicable) every traveller meet the eligibility criteria;

• you are resident in the United Kingdom, Channel Islands & Isle of Man;
• you are no more than 49 years of age;
• you are no more than 45 years of age for Backpacker Cover;
• you are no more than 49 years of age and adding Winter Sports Cover;
• you have no pre-existing medical conditions.

Examples of these and other conditions and restrictions, and what to do if you are unsure about any aspect of an exclusion, are contained within your policy certificate.

If after purchasing a policy you find it does not meet your requirements you have 14 days from the receipt of your policy documents to cancel the policy. If you do decide to cancel your money will be refunded in full, provided no claims have been made or incident likely to give rise to a claim has arisen.