Claims FAQs

A claim is when you, the customer, asks us for payment towards the cost of something that’s outlined in your policy – in the case of that eventuality happening. Claims have to be approved by the insurer, before you receive your payment.

The best way to make a claim is to ring our call-centre using the relevant number from the list below. If possible for all our products apart from Term Life, please try to call us within 24 hours of your need to make a claim.

Remember, all our UK-based call-centre staff are specially-trained in working with our diverse customer base.

  • Home and contents: 0333 234 3722 /
  • Term life: Call Canopius Managing Agents Limited on 020 7337 3958 / or
  • Pet: please check your policy documentation – if you insure through Emerald/Trent then please call 01285 626032 or email – if you insure through Emerald/British Pet please call 01444 708840, or email at
  • Wedding: contact 0345 040 5975 /
  • Travel:

    First, please look at your policy reference numbers.

    For policies that being with IWE:
    If you need emergency medical assistance please call +44 2920 474133 (24 hours). For non-emergency claims you can call the claims department on +44 2920 474138 or get a claim form HERE

    For policies that begin with GTG:
    If you need emergency medical assistance please call +44 1444 465573 (24 hours). For non-emergency claims you can call the claims department on +44 1444 465590 or get a claim form HERE

This depends on the sort of claim you’re making. When you call to make your claim, one of our team will be able to tell you what supporting documents you need – but it’s a good idea to keep as much paperwork as you can, and even keep a list of things you own or are travelling with (in the case of travel or contents insurance), with costs and paperwork where possible.

Any claims for loss or theft of your belongings need to be supported by proof of ownership, and you’ll also need to proof the value of the items. Thefts should be reported to the local police as soon as possible.

It’s always best to call us first and have a member of our team talk you through what you need to do. You might still have to fill in a claims form later down the line, however.

As soon as possible – and there are a few reasons for this. Firstly, facts and circumstances will be clearer in your mind if you call us early on. And in certain situations, we won’t be able to pay out your entire claim if the result was worsened by your delay in telling us. Finally, the sooner you contact us, the sooner your claim will be sorted, and your payment sent.

If we proceed with your claim, and it’s covered in your policy, you’ll need to start collecting all the relevant documents, and write down the full details of what happened. If you want someone else to deal with the claim on your behalf (like a friend or relative if you’re out of the country), just let us know and we will deal with them if we can.

No, not usually. If we pay out on your claim, however, your future premiums may be affected – depending on the nature of the claim and if you have claimed before.

You’ll find your policy excesses set out in your policy schedule, your key facts, and your policy documentation. These will detail the excesses you’ll need to pay for certain items, as well as across the policy as a whole. Excesses will be deducted from any payout on a claim you make.

Yes, usually. The maximum amount you can claim for is set out in your policy schedule, or the policy itself. In general, there are limits on individual types of claim, as well as an overall limit.

We pay out on claims via direct deposit bank-to-bank wire transfers, so your money reaches you more quickly and securely. You’ll need to provide us with your bank details – and we’ll only ever pay into your bank account, not a third party’s.

We recognise the importance of service and set ourselves high standards. Should there be an occasion when we do not meet your expectations we are equally committed to dealing with any complaint in a thorough and professional manner.

If you wish to register a complaint about our home and contents policy, our travel policy, our wedding policy or our term life policy, request a copy of our complaints procedures in relation to these policies or give us feedback, please contact us:

In writing: Emerald Life Complaints, 286 Queensbridge Road, London E8 3NH.

By telephone: 0330 131 9960

By email:

If you cannot settle your complaint with us, you may be entitled to refer it to the Financial Ombudsman Service (FOS). You can find out more about this by visiting the FOS web site at