Claims FAQs

Claims FAQs

General questions about claims

What is a claim?

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.

How do I make a claim?

The best way to make a claim is to ring our call-centre using the relevant number from the list below. If possible, for our insurances other than 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: 0330 041 2190 /
  • Term life: 020 7280 6000 
  • Pet: 0333 250 5510
  • Wedding: 0330 041 2192 /
  • Travel: 0330 041 2191 /

Also, please note the following numbers for emergency medical treatment under an Emerald travel policy:

  • Inpatient treatment, anywhere in the world:

Global Response

Tel: +44 113 3180 197           
Fax: +44 113 3180 198


  • Outpatient treatment, anywhere in the world, excluding North America and the United Kingdom:

Healthwatch S.A.

Tel: +44 113 3180 124           
Fax: +44 113 3180 125


  • Outpatient treatment, in North America and the United Kingdom:

Global Response

Tel: +44 (0) 113 3180 197     
Fax: +44 (0) 113 3180 198


What information will I need to provide to support my claim?

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.

Do I need to fill in a claims form?

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.

When should I report a claim?

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.

What happens after I report a claim?

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.

Will reporting a claim affect my premium?

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.

How do excesses work?

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.

Is there a maximum amount I can claim each year?

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.

How do you pay out my claim?

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.

How do I make a complaint?

We're sorry that there's something that you'd like to complain about.  If your complaint is about a claim, for policies other than Pet, please email or call 0330 041 2113.  If your complaint is about the sales process, please email us at or call us on 0330 131 9960.

For a Pet Policy, please email or call 03332 205510 or write to FREEPOST, PetAdmin.

You can also write to us at Emerald Life Customer Services, 2 Melford Court, The Havens, Ransomes Europark, Ipswich, Suffolk IP3 9SJ

If your complaint relates to insurance purchased from us via electronic means then you are also able to use the EC On-line Dispute Resolution (ODR) platform at who will notify FOS on your behalf.