Frequently Asked Questions
Frequently Asked Questions
Policy Changes and Customer Care
I haven’t received my documents
Your policy is sent to you automatically by email right after you buy your policy. It’s worth checking your junk or spam folder.
If it’s not there, please contact our customer service department on 0333 300 2181 to ascertain that your email address is correct and they will re-send to you. Alternatively, please get in touch via email at [email protected].
What is the number to contact Customer Service?
To contact our customer services team please call us on 0333 300 2181. We are open:
Monday to Friday – 8:30am to 6pm
Saturday – 9am to 5pm
Sunday & Bank Holidays – Closed.
If I have a complaint, what should I do?
To complain about the sale of this policy –
Phone : 0333 300 260
Email: [email protected]
Post: The Complaints Team,
ROCK Insurance Group,
Griffin House,
135 High Street,
Crawley,
West Sussex,
RH10 1DQ.
To complain about a claim –
For policies purchased after 31 October 2025
Online: www.Rockche.claimsorted.com
Email: [email protected]
Post: ClaimSorted,
124 City Road,
London,
EC1V 2NX
For policies purchased between 11 July 2022 and 30 October 2025
If you have a complaint about a claim or our service, you can contact our Customer Relations Manager by emailing: [email protected].
Alternatively, you can write to:
Customer Relations – Car Hire Excess
Inter Partner Assistance S.A. UK Branch
The Quadrangle
106-118 Station Road
Redhill
Surrey
RH1 1PR.
If you are still unhappy about our service, you can contact the Financial Ombudsman Service:
Telephone: 08000 234 567 (free for people calling from a landline) or 0300 1239 123.
Email: [email protected]
Online: www.financial-ombudsman.org.uk
Post: Financial Ombudsman Service,
Exchange Tower,
Harbour Exchange Square,
London,
E14 9SR
What are my cancellation rights?
You are free to cancel this policy at any time, you may do so by contacting us on 0333 300 2181 or email us at [email protected].
Annual Policies:
You have the right to cancel this policy within 14 days of the date of issue or receipt of the terms and conditions, whichever is later. Provided you have not made a claim under the policy and there have been no incidents likely to give rise to a claim. We will refund to you any money you have paid to us. If you wish to cancel this policy after 14 days, provided you have not made a claim under the policy and there have been no incidents likely to give rise to a claim, you will receive a refund of any premiums you have paid for the cancelled cover, less a proportionate deduction for the time we have provided cover.
Single Trip Policies:
You can cancel your policy before the start date of the period of insurance, we will refund to you any money you have paid. Once the Period of Insurance has started you can cancel your policy, but we will not give you any money back.
What do I do if I need to change anything on my policy?
Give our UK-based call center a ring on 0333 300 2181 (Monday – Friday: 08:30 – 18:00, Saturday: 09:00 – 17:00, Sunday and Bank Holidays: Closed ) or email us at [email protected] and one of our friendly staff will be happy to help you.
Buying Your Policy
What is Car Hire Excess & Damage Insurance?
What is an excess?
Can I purchase Car Hire Excess & Damage Insurance from my car hire company?
You very often can. Vehicle Hire Excess insurance is usually offered as an option that vehicle hire companies will add on to your bill at a premium rate. An alternative is to purchase your Vehicle Hire Excess Insurance separately, which could be cheaper and provide extra benefits. Please ensure to read your policy documents to understand all benefits and exclusions.
What is CDW?
CDW stands for Collision Damage Waiver. When you rent a Car, your vehicle rental agreement will usually include insurance such as Collision Damage Waiver, also referred to as CDW or sometimes Loss Damage Waiver, LDW or 3rd Party Liability Insurance.
Is there a minimum or maximum age to purchase Car Hire Excess Insurance?
All drivers must be aged between 21-84 (inclusive) at the time of purchase and hold a valid driving licence issued in the UK that allows them to drive in the country they are in.
What destinations do you provide cover for?
Depending on which country or countries you’re visiting, you can select one of the following regions on the options when you enter the details of your quote:
UK & Europe
Andorra, Austria, Belgium, Bulgaria, The Channel Islands, Corsica, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France (including Corsica), Germany, Gibraltar, Greece, Hungary, Isle of Man, Italy (including Sardinia and Sicily), Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Monaco, Netherlands, Norway, Poland, Portugal (including Maderia), Republic of Ireland, Romania, San Marino, Slovak Republic, Slovenia, Spain (including the Balearic and Canary Islands), Sweden, Switzerland and The United Kingdom (England, Scotland, Wales and Northern Ireland)
Or
Worldwide
Any country in the world (including the European countries listed above) except: Afghanistan, Armenia, Belarus, Côte d’Ivoire, Crimea, Cuba, Democratic Republic of Congo, Dominican Republic, Iceland, Iran, Iraq, Israel, Jamaica, Liberia, North Korea, Myanmar, Republic of Congo, Russia, Sudan, Syria, Venezuela, Ukraine, and Zimbabwe.
We will not be able to cover you for Car Hire Excess Waiver to a country where the FCDO has advised against all or all but essential travel. Travel Advice can be obtained from the Foreign, Commonwealth & Development Office gov.uk/fcdo.
In addition, we will not be able to provide cover for the following countries: Afghanistan, Armenia, Belarus, Côte d’Ivoire, Crimea, Cuba, Democratic Republic of Congo, Dominican Republic, Iceland, Iran, Iraq, Israel, Jamaica, Liberia, North Korea, Myanmar, Republic of Congo, Russia, Sudan, Syria, Venezuela, Ukraine, and Zimbabwe.
How many days does a Single Trip policy cover?
Single Trip policies cover one rental as shown on your rental agreement up to 180 days in a row. The insurance starts and ends when your rental agreement does. The dates on your insurance must match the dates on your rental car rental agreement.
Is there a limit to the number of times I can rent a vehicle on an Annual Multi-Trip policies?
No. You can rent vehicles as many times as you want during this year for up to 31 days at a time.
Do you cover non-UK residents?
Our policies are only available to residents of the United Kingdom, this does not include residents of Channel Islands and Isle of Man who are also not covered under LG Car Hire Excess Waiver policies.
I’m a British Citizen living abroad - can I purchase a Car Hire Excess Waiver from you?
Unfortunately, not. You must be a permanent resident of the UK (excluding Channel Island or Isle of Man) to be eligible to purchase a policy from us. Your trip must also start and finish in the UK too.
Am I covered for Car Hire within the UK?
Yes, you are covered for Car Rentals within the UK.
What's the most expensive car I can hire?
We’ll provide excess reimbursement insurance for vehicles you rent that are worth up to £65,000 when new.
Renewing Your Annual Policy
What is the process for automatic renewals?
To make sure you stay covered, you can choose to remain opted in to automatic renewal, we will send you a reminder at least 21 days before your policy is set to expire and we will take payment this time next year and your policy will be renewed for another year, ensuring you stay covered without any interruption. You can opt out at any point during the year if you contact us at least 7 days before your renewal date to ensure money is not taken for renewal. You will be provided with a renewal invitation which you should check to ensure all your details are still correct and relevant, and the product still meets your needs. Your renewal invitation will have information on how you can make changes to your details or tell us if you do not wish to renew your insurance before your renewal date.
How can I stop my Annual Multi-Trip policy being automatically renewed?
You can opt out of autorenewal at any point during the year by calling us on 0333 300 2181 or email [email protected].
If you opt out of auto-renewal, your policy will not automatically renew at the end of the term. You will be responsible for ensuring you renew your policy before the expiry date to maintain continuous coverage. Please be aware that opting out may result in a gap in coverage if the policy is not renewed in time. You can opt back in at any point during the year by phone or post.
To keep you informed, we’ll send you a reminder at least 21 days before the renewal date. This gives you the opportunity to review your details and make any necessary updates for the upcoming year.
While You're Away
I forgot to purchase a Car Hire Excess Waiver policy before my rental period began, can I still be covered?
Unfortunately, you cannot purchase a policy after your car rental has begun.
Claims
I have a Leisure Guard Car Hire Excess & Damage policy, and something happened to my rental car and I want to make a claim. How do I do this?
For policies purchased on or after 31 October 2025:
Contact the Claims Team as soon as possible after any incident that may result in a claim under this insurance. You can claim:
- Online: Rockche.claimsorted.com
- Email: [email protected]
You will be asked to provide certain information to support your claim, this will include things like:
- Your policy number.
- A detailed description of the accident that led to the damage.
- A copy of your rental agreement.
- Documentation from the rental company showing the charges you are trying to reclaim.
- A copy of your bank or credit card statement showing payment to the rental company of the charges
- you are trying to reclaim.
- Proof you had taken the rental companies basic CDW cover.
- A copy of the lead drivers driving licence.
- A copy of the named driver’s licence if they were driving at the time of the accident.
- Photographs of the damage caused.
- Police report if needed.
- For personal accident claims evidence from a consultant.
For policies purchased before 30 October 2025:
You should contact the Claims Team as soon as possible after any incident that may result in a claim under this insurance. You can claim by visiting: www.excessclaim.co.uk.
If you have any queries about the claim process or need assistance in logging this, you can email us on [email protected]. Claims will be handled by us or a service provider acting on our behalf.
Please note: You must notify us that you wish to make a claim within 6 months of the covered incident(s) or events taking place, except for Personal Accident & Death claims, for which the timeline is specified in the relevant policy section.
