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
Remember, all our UK-based call-centre staff are
specially-trained in working with our diverse customer base.
- Home and contents: 0330 041 2190 / firstname.lastname@example.org
- Wedding: simply click here, or contact 0330 041 2192 / email@example.com
- Travel: 0330 041 2191 / firstname.lastname@example.org if you took out your policy before 1 June 2018, or 0333 234 3721 / email@example.com if you took out you policy after 1 June 2018
Also, please note the following numbers for emergency medical
treatment under an Emerald travel policy:
If you took out your policy before 1 June 2018:
- Inpatient treatment, anywhere in the
113 3180 197
Fax: +44 113 3180
- Outpatient treatment, anywhere in the
world, excluding North America and the United Kingdom:
Tel: +44 113
Fax: +44 113 3180 125
- Outpatient treatment, in North America and the United Kingdom:
(0) 113 3180 197
Fax: +44 (0) 113
If you took out your policy after 1 June 2018:
Contact Global Response on 0343 658 0345 or email firstname.lastname@example.org
Claims under Section B – Optional Gadget cover:
Contact Trent - Services (Administration) Ltd at
Trent - Services (Administration) Ltd,
Or on phone number 01285 626020, email: email@example.com by fax 01285 626031.
Claims under Consular Assist:
Contactthe Emergency Helpline Number on +44 (0)33 33 70 70 70.
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
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 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.
Insurance other than EmeraldPet Insurance, or Travel Insurance taken out AFTER 1 June 2018
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 Customer Relations, 2 Melford Court, The Havens Ransomes Europark, Ipswich, Suffolk, IP3 9SJ
By telephone: 0330 191 9960
By email: firstname.lastname@example.org
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 www.financial-ombudsman.org.uk.
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 www.ec.europa.eu/consumers/odr/ who will notify FOS on your behalf.
You can request a copy of our procedures for dealing with complaints at any time. Details of the insurers’ complaints procedures can be found in each policy wording and Key Facts document.
In writing: EmeraldPet, FREEPOST PetAdmin
By telephone: 03332 205510
By email: email@example.com or firstname.lastname@example.org
Emerald Travel Insurance taken out after 1 June 2018
In writing: The Compliance Manager, ROCK Insurance Group, Griffin House, 135 High Street, Crawley, West Sussex RH10 1DQ