Contact us

For emergency medical assistance:

If you purchased your policy on or after 1 August 2023, please contact AXA Assistance on: 02045 179 886 or +44 (0) 2045 179 886, if you are outside the U.K.

If you purchased your policy between 14 April 2020 and 31 July 2023 please contact International Medical Rescue on  + 44(0)2380 177474

If you purchased your policy between 26 April 2019 and 13 April 2020 please contact Internation Medical Rescue on + 44(0)2380 644633

For travel insurance claims:

If you purchased your policy on or after 1 August 2023, please contact AXA Claims on: 02045 179 886

If you purchased your policy between 14 April 2020 and 31 July 2023 please contact Reactive Claims on 02380 177285

If you purchased your policy between 26 April 2019 and 13 April 2020 please contact International Medical Rescue on 02380 177468

Alternatively, you can submit your claim online at www.imr-claims.com

For all general queries please contact us:

Telephone: 0343 658 035
Monday to Friday 8:30am to 6:00pm
Saturday: 9:00am to 5:00pm
Sunday: closed

Complaints Procedure

We always aim to provide a first class service. However, if you have any cause for complaint, please address these in the first instance to:

The Compliance Manager,
ROCK Insurance Group,
Griffin House,
135 High Street,
Crawley,
West Sussex,
RH10 1DQ
Email: [email protected]
Phone: 0343 658 0353

If you purchased your policy on or after 1 August 2023:

For complaints about how a claim or assistance case has been handled you should contact:

Complaints Team
AXA Partners
The Quadrangle
106-118 Station Road
Redhill
RH1 1PR
Email: [email protected]
Telephone: 02045 179 886

If you purchased your policy between 14 April 2020 and 31 July 2023

For complaints about how a claim has been handled you should contact:
International Medical Resue
15 East Links
Tollgate
Eastleigh
Hampshire
SO53 3TG
Email: [email protected]

If you are still not satisfied you can contact the Financial Ombudsman Service:
Financial Ombudsman Service
Exchange Tower,
Harbour Exchange Square,
London
E14 9SR
Phone: 0800 023 4567
Email: [email protected]