Travel Insurance

It depends on the condition. When you take out your policy, we'll ask you about pre-existing medical conditions. If you have one, we'll ask you a few more questions about it and see if we can offer you cover. If we can, your premium may be increased, so we'll offer you two prices - one with cover for the condition, and one without.

If you choose to have pre-existing medical condition cover, you will of course be covered for this while abroad - but you must let us know if your condition changes between taking out your policy and the start of your travels.

We are the first insurer in the UK where you do not have to declare HIV as a pre-existing medical condition if you have an undetectable viral load and have been stable on medication for the previous six months. 

Please note that, as at 22 October 2021, you may need to declare Covid 19 or long Covid as a pre-existing condition if you are still showing symptoms.

If you don't disclose a pre-existing medical condition when you take out your policy, you won't be covered for any claims relating to that condition.

If you are HIV+ and:

• On antiviral treatment for more than three months and no new antiviral drug is planned, and
• Your CD4 count exceeds 350 or you have been advised by a doctor that CD4 monitoring is not necessary, and
• Your latest viral load is less than 50mls or undetectable,

then you do not need to declare HIV as a pre-existing medical condition, and if that is your only medical condition then you do not need to go through medical screening. If you do not meet the conditions above or have other pre-existing medical conditions, then you will need to continue the medical screening and declare those pre-existing medical conditions.

PrEP
You do not need to tell us if you are taking PrEP, provided that you have not previously had a positive test result for HIV. If you have previously had a positive test result for HIV, then please see the question above “What if I am HIV+”. 

Birth Control
You do not need to tell us if you are on birth control tablets, unless this has caused any health issues.

The purpose of this question is to clarify if you have any conditions that might need to be declared and/or which might (only might) result in increased premiums. Not all conditions increase the risk of falling ill while you are travelling but some might.

There is a help note beside the "pre-existing medical conditions" question (click on the"?" hover button beside the question), clarifying that if you are trans you should answer 'yes' to this question. This leads to three more questions to understand if a more detailed medical screening process is needed. One of the questions asks if you have seen a specialist, consultant or doctor in the last 12 months. If the answer to this question is yes, you will need to proceed to the medical screening process.

In the medical screening process, you are asked to tell us any pre-existing medical conditions and procedures. To be clear, there is no 'condition' of being trans. If you are trans, there may be certain specific procedures you have had as part of transitioning which may increase your risk of falling ill while travelling, and which therefore should be disclosed as part of the application process. Pre-existing conditions or procedures will not necessarily mean that your premium will increase, but they must be disclosed to allow us to accurately calculate the correct premium.

In this case, unlike previously from others in the insurance sector, we do not charge assuming that there are two parents, which gives a fairer premium. 

Please contact us at customerservice@emeraldlife.co.uk or call us on 0330 113 7109, giving details of your individual circumstances and we will see what we can do.

Your policy is sent to you via the email address you provide us. Please note that some internet providers filter out automated emails as SPAM so please check your SPAM/junk folder if the email has not been received. If you haven’t received it please email us at customerservice@emeraldlife.co.uk or call us on 0330 113 7109 to send it again.

Please contact our 24 hour emergency helpline tifgroup-assistance on 00 44 (0) 203 829 3818. If it is not an emergency please call 00 44 (0) 203 829 3817.

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

Generally yes if you have selected that as a covered area of travel, but please look at the terms and conditions of the policy for the necessary details.

If you would like to amend your policy you can do so by contacting us at 0330 113 7109.

With Emerald's Standard cover, the age limits are 75 for a single trip and 65 for an annual trip (ages at the start of the policy).

With Emerald's Enhanced cover, there are no age limits. 

If you find that a combination of age and medical conditions mean that you are unable to get a quote online, please call us on 0330 113 7109 as we have relationships with some other providers who may be able to help.

If you have purchased the optional gadget cover, we will pay up to £1,000 for the intrinsic value or cost of repair of your gadgets, including tablet computers and mobile phones, which are lost, stolen, damaged or destroyed whilst you are away on your trip. 

We cover unauthorised calls if your mobile phone is stolen up to £75

We can cover the following gadgets: Mobile phones, iPhones, iPads, Tablets, Smartwatches and Go Pro’s.

Please note:

• There is a single article limit of £500.
• You must take reasonable care of your gadgets and not leave them unattended in a public place.
• You must own the item and be able to provide proof of ownership.
• Allowance will be made for wear and tear and depreciation.

Other terms and conditions apply. Please read the policy wording for the full details.