Frequently asked questions

Important contact details:

Can I partly cover my ticket value?

No. You should select the ticket amount that matches your ticket face value, if you fall between two amounts you must choose the higher amount to ensure you are fully covered.

Can I purchase cover over the phone?

Yes, you can purchase event cover from over the phone by calling 0333 300 2149. Our phone lines are open Monday - Friday 8am - 7pm and Saturday 9am - 5pm.

How much public liability is covered?

There is no cover for Public Liability – that remains the responsibility of the Event organisers.

Is there an age limit for insurance?

No we cover all ages, however you cannot purchase the insurance if you are under the age of 18.

If I am ill or injured, will I be able to claim back my ticket value?

Yes the insurance will reimburse you the value that is on your ticket. There is no excess for this however you will not be refunded any service fees you incurred when purchasing your ticket. Please see your policy wording for further details.

Is regulated?

Yes, is a trading style of ROCK Insurance Services Limited who are authorised and regulated by the Financial Conduct Authority. You can view these details by visiting and searching under our FCA registration number which is 300317.

What is the length of the policy?

You can purchase either single event cover which will offer you protection for that one event. Or you can purchase annual cover which will cover all your tickets throughout the year.

Who underwrites cover? is underwritten by MAPFRE Assistance

Is the cost of my transport to the event also covered?

If you have purchased optional travel cover, will pay up to the sum insured on your policy wording to cover against transportation and accomodation.

Will cover me if I am attending an Event abroad?

Your policy automatically covers you for all countries in Europe.
If you have purchased the worldwide upgrade then you can have this cover extended to cover you attending an Event outside of Europe. If you have purchased the travel upgrade cover which will cover all accommodation and transport.

Can I add multiple tickets to my policy?

You can book up to £2,000 per ticket or group of tickets on single event policy, all tickets must have been purchased by yourself if they are not then you can only cover the tickets you have purchased.

What is an excess?

This is the amount you will be required to pay towards each claim you make under your policy, there is no excess on the event cover or travel upgrade however an excess will apply to the gadget upgrade.

Do I need my ticket to make a claim?

You will need to provide your ticket to the claims handler in the event of a claim. This means that you will need to provide the original, or a certified copy, of the original receipt.

Can I cancel my policy?

Yes. If you decide that for any reason, this policy does not meet your insurance needs then please return it to within 14 days from the day of purchase or the day on which you receive your policy documentation, whichever is the later. On the condition that no claims have been made or are pending, we will then refund your premium in full.

Am I covered if I am called up for jury service?

Yes. If you are unexpectedly selected to do jury service or are a witness (but not an expert witness) in a case.

If a member of my immediate family dies, has an accident or becomes ill am I covered?

You will be covered provided that the reason for death or illness was unforeseen and did not relate to a pre-existing medical condition you were aware of at the time you booked you ticket.

If my car breaks down ‘en route’ to the event l am I covered if I cannot make the event?

Yes. We will also cover you if your car is stolen on route to the event.

If my house is burgled or on fire will I be covered for missing the event?

Yes, we will cover you if it is deemed necessary for you to stay in/return to your home after a fire, storm, flood or burglary occurs at your home whilst on your way to the event, during the event or up to 48 hours before you planned to leave for the event.

If I cannot make the event due to failure or disruption to public transport will I be covered?

Yes. If the public transport you were planning to use to get to the event is cancelled or delayed you will be covered provided that it was not known to you before leaving your home or public knowledge.

Important contact details:

Claims department

Please contact Reactive Claims should you need to make a claim:

Phone: 01420 383010


Claims under this section must be submitted within 28 days of of any incident likely to result in a claim. Contact Point

Our Operations team is open from Monday to Friday 8am to 7pm. You can contact them as follows:

By Email:

Complaints contact

We aim to provide a first class service at all times. However, if you have a complaint you should contact in the first instance at:

By Post:, 3rd Floor Griffin House, 135 High Street, Crawley, West Sussex RH10 1DQ

By Phone: 0330 300 2149

By Email: adheres to the Alternative Dispute Resolution Regulations 2015 EU Directive. You can access the Online Dispute Resolution Portal here.

If we cannot give you a final decision by four weeks from the day we receive your complaint we will explain why and tell you when we hope to reach a decision.

Our decision is final and based on the evidence presented. If you feel that there is any new evidence or information that may change our decision, you have the right to make an appeal.

If you are not satisfied with the results of our investigation, you have the right to refer your complaint to an independent authority for consideration. That authority is the Financial Ombudsman Service (FOS) at:

  • Exchange Tower,
  • London E14 9SR
  • Telephone: 00 44 (0) 800 023 4567.

Please note that if you wish to refer this matter to the FOS You must do so within six months of our final decision. You must have completed the complaints procedure before the FOS will consider your case.

What are you waiting for?
Get a quote online today or call 0333 300 2149

Get your ticket insurance today and relax knowing that if something goes wrong, you can get your money back!

Get a quote for Ticket Insurance

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Some of the events that we cover

Music Festivals

Experience Days

Sporting Events

Gigs & Concerts

Group Travel

Family Days Out

Theatre & Stage