About Sunmaster Travel Insurance
This travel insurance policy has been provided by ROCK Insurance Group on our behalf. ROCK Insurance Group act as an insurance intermediary arranging the product for us to offer and administer both the product and the website on our behalf. This page details all the relevant parties involved and provides important information, including contact details, that you might need.
The FCA registration number for ROCK Insurance Group is 300317.
Important Information about your policy
Your right to complain
Sunmaster Travel Insurance 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 Group
Suite A, 3rd Floor
135 High Street
Sunmaster Travel Insurance adheres to the Alternative Dispute Resolution Regulations 2015 EU Directive. You can access the Online Dispute Resolution Portal here.
If you would like to complain about the outcome of your claim or the assistance provided, you should contact:
The Complaints Department
Global Response Ltd
Telephone: 00 44 (0) 2920 468793
We will do our very best to resolve any difficulty you experience, but if we are unable to do this to your satisfaction, disputes may be referred to the Financial Ombudsman Service for review:
Financial Ombudsman Service
Tel: 0800 023 4 567
Fax: 020 7964 1001
Our prices include Insurance Premium Tax (IPT) at the current rate. No additional fees will be charged for this service. All you are required to pay is the insurance premium itself.
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.
Sunmaster has arranged this policy through Rock Insurance Services Limited who collects and holds the insurance premiums as agents of the insurer.
You are required by the provisions of the Consumer Insurance (Disclosure and Representations) Act 2012 to take care to supply accurate and complete answers to all the questions we or ROCK may ask as part of your application for cover under the policy. You must also make sure that all information supplied as part of your application for cover is true and correct. Finally, you must tell us of any changes to the answers you have given as soon as possible. Failure to provide answers in-line with the requirement of the Act may mean that your policy is invalid and that it does not operate in the event of a claim.
ROCK Insurance Group is covered by the Financial Services Compensation Scheme (FSCS). You may be entitled to compensation from the FSCS if we cannot meet our obligations. 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.
Important terms and conditions
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 European Union
- you are not more than 85 years of age for a single trip policy
- you are not more than 79 years of age for an annual multi-trip policy
- you are not more than 60 years of age when adding the winter sports option
- you have no pre-existing medical conditions that do not meet the Important Health Conditions in the Policy Wording.
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 should you find it does not meet your requirements you have 14 days from the date of receipt 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.