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Rock Travel Insurance

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Hi, looking for some advice if anybody can help? We went on holiday to Crete in May and on the journey there one of our suitcases was lost. We put a claim in straight away with the airline, Corendon who have been useless and won’t even acknowledge it is lost until 60 working days after the initial claim which is a separate issue!

After 21 days we put in a claim to our travel insurance provider, Rock Insurance bought through Jet2. We have the SuperPlus annual policy which advertises up to £2k cover for baggage and possessions. They have replied today stating that they are rejecting the claim based on a section in the policy wording which states:

What you are NOT covered for

15. any property more specifically insured or recoverable under any other source

Basically they are saying that because the suitcase was in the care of the airline when it went missing we have to claim through them. As I said, we already have done but the CAA states that the max an airline has to compensate you is £1k and it it very often much less than this. The contents of the case for which we have receipts was in excess of £2500.


Having read through the policy wording it states virtually every which way you can lose a bag under the ‘what you’re not covered for’ section so it seems like they will always reject a claim for missing luggage based on any situation.  


Has anybody had any experience of this with Rock or any other travel insurer? Surely with all the issues with baggage at airports this year they can’t be rejecting all claims like this?


I will obviously be contesting their decision and will take it further if need be but any advice would be appreciated. 


Thanks, Mike

Comments

  • Annemos
    Annemos Posts: 1,048 Forumite
    Fifth Anniversary 500 Posts
    edited 30 July 2022 at 11:08PM
    Good evening. 

    Please note I am not an expert in Insurance....... but your question made me think! 
     ==================

    Yes, what you are saying would indeed not seem to make sense. "Any baggage carried on the airline which is in any way covered by that  airline (and I think they all do have to provide a bit of cover for lost baggage), would then not be covered at all by this Rock policy!"



     So, I took a look at the Staysure policy. 

    The Staysure policy actually says this and it seems very clear....


    What is not covered under Sections 6a, 6b and 6c (Baggage)......

    16. any claim where you are able to claim from another insurance covering this risk, or the airline with which you travelled, we will only pay for any balance outstanding. 


    That makes sense.... you claim off the airline first and then anything not recovered through that route, can be considered under the Staysure Travel Insurance itself. 


    You would think that your policy should also actually have the intent of the Staysure Policy?? 

    So you would claim off the Airline first and then go to the Rock Insurance Policy to have a look at the remainder. 

    (Does the Rock wording really mean, that if your baggage is worth 3000 pounds and the airline only covers 1000, then 66.6% of your baggage worth is actually not covered by any Airline policy!) 


    ===========================================

    I am attaching what I think is your policy book, in case the other experts on here take a look for you. 



    https://allpwps.insurefor.com/Branding/allpwps/docs/Jet2InsurancePW20026.pdf

    Please let us know what happens. 

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