Company FAQs

Company FAQs

FAQs about Emerald Life – your gay and lesbian insurer

Emerald Life provides tailored insurance to the LGBT community. You'll find answers to questions you might have about the company here.

What is Emerald Life?

Emerald Life was launched in 2016; our mission was and is to be the UK’s first insurance company tailored for the wants and needs of the LGBT community.

Founders Steve Wardlaw, Chairman , and Heidi McCormack, CEO, worked two years developing the concept prior to launch. Steve had long been considering how the LGBT community was treated in the insurance, financial services, healthcare and retirement sectors – and from friends and family feedback decided that more needed to be done. Gay and lesbian customers simply weren't being given equality of experience and often felt marginalised, with their needs going ignored.

Emerald's offering has been designed with the needs and wants of the LGBT community at its heart – from our rewritten policies, to our call centre team, who've been specially trained in working with gay and lesbian customers. That means no awkward silences and no assumptions about sexuality.

Who owns Emerald Life? Does an insurance company own you?

Emerald Life is a privately-owned business, led by founders Steve Wardlaw and Heidi McCormack, with the backing of a small group of investors. As insurance brokers, we work with two insurers, UK General and ANV, who underwrite the specially-tailored policy terms we offer our customers.

What are Emerald Life’s values?

We are not just an insurance broker. A core set of values underpins everything we do. In a nutshell, our values are to deliver equality of experience to customers, to advocate the causes affecting the LGBT community and develop long and trusting partnerships with our customers – gay, lesbian, or allies – and to make sure that we deliver fair, transparent and competitive products for our customers

We genuinely want to help improve the lives of people in the LGBT community and we've already started doing this through the our partnerships. In addition to this, we're focused on listening to our customers and the community, proactively integrating feedback and suggestions to improve our offering and services.

Why does your current offering only cater to gay and lesbian customers and not transgender?

Our commitment to the whole LGBT community means that before we offer a product or service, we want to truly understand the customers we're offering it to.

Because the issues facing the gay and lesbian community have been better documented in the past, we feel confident that our offering caters fully to these customers. The struggle for trans equality is at an earlier stage, but it's a cause that absolutely must have the full support of the gay and lesbian community.

We will offer tailored transgender products and services when we fully understand the needs of the trans community. This is why we've established 'T Squad', our trans advisory group. They are helping us to understand the needs of the transgender community and research trans-inclusive polices.

How are you covering bisexual issues?

One of the things insurance companies are most insensitive about is assuming that a new customer's partner will be of the opposite sex. In the case of bisexuals, this situation can become even more awkward when a customer informs their insurer that their new partner is of a different gender to their previous one. Our call-centre staff have been specially-trained to provide non-invasive, respectful service to all our customers and won’t make assumptions.

What's more, the extra protection we offer in our policies – like the legal expenses cover in our Home Insurance for discrimination based on sexuality – applies to bisexual customers too.

If there's an aspect of cover that you think would benefit the bisexual community but is missing, please let us know by signing up to Emerald Connect. We're proud to say that we listen to and act on feedback from our customers and the community.

Do you also provide insurance for non-LGBT customers?

Yes we do. We provide great cover in all our policies and have added in features that cover the additional issues the gay and lesbian community may face. That great cover also works for our straight allies. We expect straight allies are interested in our policies, not just because of the level of coverage, but also because they agree with our values of equality and inclusion and find us very competitively priced. We welcome comments and feedback from all our potential customers, whether LGBT or straight allies.

Is Emerald Life only an insurance company?

Yes. We currently offer insurance for home and contents, pets, term life, travel and weddings. We're looking to expand our range soon, so watch this space for new products – you can also keep up-to-date with our news by signing up to Emerald Connect.

Who are the Emerald management team?

Check out our team bios for more information on the people behind Emerald Life.

What specifically makes Emerald Life an insurance provider focused on the LGBT community?

Times have changed since the days when the only way a gay man could get life insurance was not to be open about his sexuality – or when the notion of same-sex partnerships would confuse insurers. While this kind of discrimination is a lot less common, it still exists - often unknowingly on the part of the insurer, which may simply have not thought about customer care and respect issues that are specific to the LGBT community and do not therefore feature in the insurer’s customer journey.

For a start, LGBT customers often still find it awkward to deal with the questions and assumptions of insurance firms, which is where Emerald comes in. From our rewritten policies, to our online experience, to our specially-trained call-centre staff, we have the needs of gay and lesbian customers at the heart of everything we do – meaning getting insurance is as simple and convenient as it should be.

What is the ‘Emerald Difference’?

We feel there are five key areas in which we're different:

Our policies are non-discriminatory

Our research and feedback has show that that, even today, there are still areas of discrimination like automatic exclusions of cover for HIV-related claims in some policies. With Emerald, you can be sure that our policies are free from this kind of discrimination.

Our policies are tailored

Emerald provides tailored cover for the LGBT community – meaning you get peace of mind without paying over the odds. Our policies also have a number of LGBT-specific covers including legal expense support to bring about a claim against a discriminatory supplier or a 24-hour helpline if you're arrested or detained abroad because of your sexuality.

Our call-centre agents are specially trained

LGBT customers often face awkwardness and assumptions when speaking to insurance companies – whether it's on the subject of sexuality or the gender of a partner.

The staff in our main UK call centre are specially trained to know exactly how to work with LGBT customers – and never assume, or ask prying questions. Click here to learn more about our systems.

Our business partners are just as committed as we are

The partners we work with to provide Emerald products and services – be they underwriters or our UK claims-handlers – have all received specific training on LGBT-diversity; they're well-placed to offer the best customer journey possible to our consumers.

Our work doesn't just stop at insurance

We take an active role in the LGBT community and have strong partnerships in place with some leading gay and lesbian charities and LGBT organisations. Read how we're working with them to positively impact the LGBT community here.

The LGBT community has come a long way in the last decade. Why do we need a tailored insurance offering?

Thankfully, LGBT consumers are feeling increasingly empowered by the fact that gay and lesbian issues have become more mainstream. We believe that these customers are, quite rightly, now looking for a provider that gives them an offering tailored to their lifestyles. They're no longer swayed by a big insurer including a pink triangle or rainbow flag in their advertising and are more and more coming to realise the importance of tailored financial, health and retirement planning.

At Emerald, we hope we can meet the evolving needs of the LGBT community. If there is some area of cover you’d like to see which is missing from our offering, please let us know via Emerald Connect.

Are all your staff LGBT?

No. We're happy to have an extremely diverse team of staff and consultants, hired because of their talent experience, and understanding of Emerald’s values and our work with and for the LGBT community.

Why is Emerald not on price-comparison sites?

Read our view on price-comparison sites in full here.

Where is Emerald based?

Our head office is in central London and our call-centre is also based in the UK. You can find out how to contact us here.

How can I contact you?

Just email us on customerservice@emeraldlife.co.uk or call us on 0330 131 9950. Otherwise, please contact us via Emerald Connect.

How is your service proposition different?

To find out more about what makes us different, check out the Emerald Difference.

Are your products more expensive because they're tailored to gay and lesbian consumers?

No. We don't think gay and lesbian customers should have to pay any more or any less than any other customers – so you'll find all our policies are extremely competitively priced for the excellent cover that we provide.

Do you have pre-existing medical condition exclusions, or premium increases in your travel policies (including for HIV and hepatitis B and C)?

Please see our Travel FAQs for our position on pre-existing medical conditions.

What other products do you intend to offer in the future?

We're committed to broadening our product range to better serve the needs of the LGBT community. When new products are available, we'll be happy to let you know – just sign up to Emerald Connect to stay in the loop.

How are my personal details protected? What security do you have in place?

Emerald Life complies with all relevant customer data protection requirements and UK regulations concerning the sale of insurance to customers – and our staff undertake regular compliance training. We'll never store your personal or financial data longer than necessary.

Please refer to our Privacy page or Cookies page for more information.

How can 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 policies that are not Term Life, please try to call us within 24 hours of your need to make a claim.

•   Home and contents: 0330 041 2190

•   Term life: 0207 280 6000

•   Pet: 03332 205510

•   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

Email: operations@global-response.co.uk

  • 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

Email: newcase@healthwatch.gr

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

Global Response

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

Email: operations@global-response.co.uk

More information on claims can be found in our claims FAQs

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 customerservice@emeraldlifeclaims.co.uk or call 0330 041 2113.  Otherwise please email us at customerservice@emeraldlife.co.uk or call us on 0330 131 9960.

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

How can I contact Emerald with a question?

The best way to get your question answered quickly is to email email us at customerservice@emeraldlife.co.uk or call us on 0330 131 9950. Before you get in touch, it's worth checking to see if you can find the answer in our comprehensive FAQs.

EMERALD SUPPORTS
Stonewall
P3
Human Dignity Trust
Diversity Role Models
The Albert Kennedy Trust