What does LGBT stand for?
LGBT stands for lesbian, gay, bisexual and transgender. Collectively, these groups are often known as LGBT, or the LGBT community.
I’m LGBT – why do I need Emerald insurance?
We started Emerald Life after our own experiences – and
countless conversations with the LGBT community – revealed to us that many LGBT
customers weren't getting the best treatment from their insurance companies. In
many cases, they were having worse experiences than their non-LGBT friends.
We exist to provide equality of experience for diverse customers, including the LGBT community, when purchasing insurance. This
starts with our tailored policies and our online experience, and runs right
through to our call-centres, where staff are specially trained in working with
LGBT customers. Our insurance products, and the way we work with the community,
are there to ensure the LGBT community has the same experience when buying
insurance as the rest of society – but in a more open, thoughtful, and
How do you really know what the LGBT community needs? Our needs are diverse.
The LGBT community is indeed an incredibly diverse one – which
is why we never assume we have all the answers. We have lots of channels for
dialogue with members of the community – not just our customers – which allow
us to listen to and act upon feedback. See our We Listen section for more detail on all the ways we
interact with the community.
How do you deal with transgender issues?
We want to make sure that we hear from many parts of the transgender community. We convene regular meetings of our transgender advisory group - T-Squad - to check that our products and services meet the needs of the transgender community.
How are you covering bisexual issues?
Many insurers are still guilty of assuming that a customer's
partner will be the opposite sex. For bisexual customers this may involve the
example of an awkward conversation that occurs when a consumer informs an
insurer that their new partner is of a different gender to their previous
At Emerald, these kinds of conversations and assumptions never
happen – because our respectful call-centre staff are specially trained in
working with the LGBT community.
Another way in which we've considered bisexual customers is
through our policies. We know bisexuals may face the same discrimination as our
gay and lesbian customers, so the extra discrimination protection in our
policies applies to bisexual consumers too. This includes our legal expenses
cover in our wedding policy if you suffer discrimination from a supplier
because of your sexuality (whether gay, lesbian or bisexual) or gender (if you
If you've got any feedback on how we can improve our bisexual
offering, please let us know through Emerald Connect.
Are all your staff LGBT?
No, we don't believe in discrimination of any kind, and hire on
talent rather than sexuality, but we are a pretty diverse group. Our main consideration
when taking staff on board is their understanding of what we are trying to
achieve here at Emerald – equality of experience.
Read more about who's on Our Team here.
Which LGBT community organisations do you support?
We support a range of LGBT charities and organisations. We think
it helps us give something back to the LGBT community, and understand more
about the detailed issues of the customers we're serving.
There are currently several organisations with which we have
ongoing partnerships – meaning we provide a mixture of financial and advisory support to best meet their ongoing needs.
On the charitable side, we work with Stonewall, the Albert Kennedy
the Human Dignity Trust, and Diversity Role Models. You can find out
how we work with the different organisations (both charitable and
How do you support LGBT organisations?
It is a priority at Emerald is to give back to the LGBT
community. We decided early on that the best way to do this was to offer our
time, advice, and financial support to LGBT-facing organisations that are
making a positive difference.
Members of our team also play key roles in leading
organisations, such as our founder Steve, an ambassador at
also regularly have LGBT youth interns from the Albert Kennedy Trust, to allow
them to work and learn in a LGBT-supportive environment. Our senior team are also role models at Diversity Role Models.
If we believe in a cause, we think we should roll up our sleeves
and really get involved.
How is my experience as an LGBT customer different from other customers' journeys?
We've spent a long time considering the answer to this question.
We never think we have all the answers about LGBT customers' experiences when
buying gay and lesbian insurance, but we do know a lot about the problems
encountered. These are problems like assumptions about the gender of your
partner, an insurer struggling to understand that you and your partner could
both be a Mr or Miss, or having to argue that, as a same-sex couple with
children, you should be entitled to the family discount.
We've worked hard to remove these small but significant issues –
what Stonewall calls 'micro-iniquities’ – from the
customer service journey for LGBT customers. This results in policies and
customer care that have the needs of the LGBT community at their heart, and a
specially-trained call-centre team – so there's never awkward silences,
assumptions, or any need to come out to a stranger.
For more of our thoughts on these issues, please read Our Story
Can you give me an example of how you're serving the LGBT community?
The best example is our attitude to our service – which we call
the Emerald Difference. In short, we've
rethought the entire customer experience – from rewritten and extended
policies, to respectful and understanding customer service. It is simple – we
want to offer you the service that we would want to receive, and nothing less.
Our commitment to the LGBT community is to think and act
differently, give members of the community the insurance service and products
they deserve, and to take feedback on board. We want all our customers to know
that we established the company with their needs at the heart of everything we
do – which is where they'll always remain.