Coronavirus (Covid-19)
Help & Support

Last Updated 27/05/2020

Coronavirus and The Insurance Emporium

At The Insurance Emporium, all our employees, including customer contact, claims and IT staff, are working from home during the current lockdown period. Careful advance planning and preparation allowed us to establish a secure online and telecommunications infrastructure, ensuring the safety of our staff, while maintaining minimal disruption for both new and existing customers.

Supporting you as our customer

During these unprecedented times, we would like to assure you that it’s very much business as usual at The Insurance Emporium. We’re still delivering the fantastic service our customers have come to expect, and we’re making some slight changes to provide support for our policyholders who may be vulnerable during this time. Here are some of the ways we’re supporting our customers:

  • We’re offering Pet Insurance policyholders up to 90 days extended cover should treatment be delayed*.
  • For Pet Insurance and Horse Insurance policies, we may accept claims forms signed by the practice nurse during this time, rather than the vet, to help simplify the claims process.
  • We’re encouraging all policyholders to provide BACS details to pay claims directly into your bank account or to the vets, minimising any delays.

Rest assured, we remain committed to protecting your pets, horses and the other things in life that you love. For existing policyholders, your policy will still be valid, and your cover will remain as stated in your most recent policy wording. You can find out about our different products in more detail below.

What You Need to Know About Your Insurance Policy

While we continue to provide the same level of cover as always, we understand you may have some questions as to how COVID-19 and the lockdown might affect your insurance policy.

The Insurance Emporium, like most insurers, do not cover any claim as a result of any notifiable disease, such as COVID-19.

To help our policyholders, we’re offering customers up to 90 days extended cover should treatment be delayed due to COVID-19, providing we have confirmation from the vets and all premiums are kept up to date.

We may also accept claims forms signed by the practice nurse during this time, rather than the vet, to help simplify the claims process.

In the current lockdown, we understand that pet owners’ primary form of communication with their vet will be conducted online or by telephone. Our Pet Insurance policies cover telephone and online consultations to the maximum of £45, or £90 when a telephone consultation with a specialist or referral practice is necessary.

As most annual vaccinations cover your pet for 15 months, this should not affect your Vet’s Fees cover. If your insurance policy covers a puppy or kitten who have not yet had their vaccinations, puppies should only be let out in the garden and kittens should not be let out of the house until they can have their vaccinations. Rest assured, at The Insurance Emporium, we always assess each claim individually, and will review our stance on vaccinations if the current lockdown lasts longer than expected.

For existing customers, your Pet Insurance policy will still be valid, and your cover will remain as stated in your most recent policy wording. You can find your policy wording either on our product pages or in your insurance agreement.

For more information about your Pet Insurance policy, simply contact our Customer Contact team on 03300 244 007.

The Insurance Emporium, like most insurers, do not cover any claim as a result of any notifiable disease, such as COVID-19.

To help our policyholders, we’re offering customers up to 90 days extended cover should treatment be delayed due to COVID-19, providing we have confirmation from the vets and all premiums are kept up to date.

We may also accept claims forms signed by the practice nurse during this time, rather than the vet, to help simplify the claims process.

In the current lockdown, we understand that horse owners’ primary form of communication with their vet will be conducted online or by telephone. If you have the Vet’s Fees Optional Benefit, our Horse Insurance policies cover telephone and online consultations to the maximum of £45, or £90 when a telephone consultation with a specialist or referral practice is necessary.

For existing customers, your Equine Insurance policy will still be valid, and your cover will remain as stated in your most recent policy wording. You can find your policy wording either on our product pages or in your insurance agreement.

For more information about your Equine Insurance policy, simply contact our Customer Contact team on 03300 244 007.

The Insurance Emporium, like most insurers, do not cover any claim as a result of any notifiable disease, such as COVID-19.

As long as security requirements are still met during this time, the COVID-19 pandemic will not affect your cover, or any security discounts applied to your policy.

For existing customers, your Caravan Insurance policy will still be valid, and your cover will remain as stated in your most recent policy wording. You can find your policy wording either on our product pages or in your insurance agreement.

For more information about your Caravan Insurance policy, simply contact our Customer Contact team on 03300 244 007.

The Insurance Emporium, like most insurers, do not cover any claim as a result of any notifiable disease, such as COVID-19.

For our Camera Insurance policies, this will include Professional Indemnity cover. We will not provide cover if you are unable to work due to COVID-19.

For existing customers, your Camera Insurance policy will still be valid, and your cover will remain as stated in your most recent policy wording. You can find your policy wording either on our product pages or in your insurance agreement.

For more information about your Camera Insurance policy, simply contact our Customer Contact team on 03300 244 007.

The Insurance Emporium, like most insurers, do not cover any claim as a result of any notifiable disease, such as COVID-19.

For existing customers, your Cycle Insurance policy will still be valid, and your cover will remain as stated in your most recent policy wording. You can find your policy wording either on our product pages or in your insurance agreement.

For more information about your Cycle Insurance policy, simply contact our Customer Contact team on 03300 244 007.

The Insurance Emporium, like most insurers, do not cover any claim as a result of any notifiable disease, such as COVID-19.

For existing customers, your Music Insurance policy will still be valid, and your cover will remain as stated in your most recent policy wording. You can find your policy wording either on our product pages or in your insurance agreement.

For more information about your Music Insurance policy, simply contact our Customer Contact team on 03300 244 007.

The Insurance Emporium, like most insurers, do not cover any claim as a result of any notifiable disease, such as COVID-19.

For our Fishing Insurance policies, we will not provide cover if you lose club membership fees or match entry fees due to COVID-19.

For existing customers, your Fishing Insurance policy will still be valid, and your cover will remain as stated in your most recent policy wording. You can find your policy wording either on our product pages or in your insurance agreement.

For more information about your Fishing Insurance policy, simply contact our Customer Contact team on 03300 244 007.

The Insurance Emporium, like most insurers, do not cover any claim as a result of any notifiable disease, such as COVID-19.

For our Golf Insurance policies, we will not provide cover if you lose club membership fees or tournament fees due to COVID-19.

For existing customers, your Golf Insurance policy will still be valid, and your cover will remain as stated in your most recent policy wording. You can find your policy wording either on our product pages or in your insurance agreement.

For more information about your Golf Insurance policy, simply contact our Customer Contact team on 03300 244 007.

The Insurance Emporium, like most insurers, do not cover any claim as a result of any notifiable disease, such as COVID-19.

For our Student Insurance policies, we will not provide cover for your rent or tuition fees if you have moved back to your parent’s address or your university has suspended contact hours due to COVID-19.

We will not cover payments for missed exams, exam resits or coursework resubmissions which arise as a result of COVID-19.

For existing customers, your Student Insurance policy will still be valid, and your cover will remain as stated in your most recent policy wording. You can find your policy wording either on our product pages or in your insurance agreement.

For more information about your Student Insurance policy, simply contact our Customer Contact team on 03300 244 007.

Frequently Asked Questions

In these uncertain times, we understand that you may have further questions relating to your policy. We’ve compiled a list of frequently asked questions we’ve received about how COVID-19 might affect your policy.

While we, like most insurers, do not cover any claim as a result of any notifiable disease, such as COVID-19, we’re still offering many of the same policies with the same benefits.

Due to the ongoing concern surrounding the COVID-19 crisis, we have taken the difficult decision to temporarily suspend the sale of all new UK and Overseas Wedding Insurance policies.

We have also temporarily suspended the sale of our Premium Waiver Optional Benefit due to the ongoing COVID-19 crisis. We hope that this will avoid any confusion for our policyholders, with regards to what they may or may not be covered for.

Existing Wedding Insurance policyholders and customers with Premium Wavers will continue as normal, and your cover will remain as stated in your most recent policy wording.

Nothing regarding the claims process has changed. Customers can still submit a claim online or via telephone, and we are processing all claims as normal.

Once your claim has been reviewed and accepted, to ensure our policyholders receive payment in a timely manner, we are asking customers to provide BACS details. Any payments released by cheque may cause delays when processing your payment at this time.

There is no time limit to submit a claim.If you had active cover in place at the time of the incident, we are able to assess the claim.

It’s business as usual here at The Insurance Emporium. Should you have any queries regarding your claim you can contact us as normal by phone on 03300 244 006 or email claims@emporium.co.uk. All phone calls are being handled within our usual service levels and our claims staff are on hand to provide any support or advice regarding your claim. If you send a query via email, you will receive a response within two working days.

At The Insurance Emporium, it’s business as usual. All claims are assessed within a maximum of 15 working days, with 99% of claims being processed within five working days.

Your policy can be reviewed and changed at any time using the My Emporium online portal, or you can call our Customer Contact team on 03300 244 007.

At The Insurance Emporium, we understand that veterinary practices have changed their operating procedures in line with government guidelines, so treatment may be delayed.

As always, we review each case individually and look to assist as best we can. Please contact us with any individual queries via phone on 03300 244 007 or fill in the contact form at the bottom of this page and we’ll get back to you within two working days.

Most veterinary practices can receive emails. We can email a claim form to you or directly to your vet.

You are permitted unlimited daily exercise under recently updated lockdown restrictions, and it is common for dog owners to take their dog out during this time.

At The Insurance Emporium, we do not provide cover in situations where policyholders are breaking the law. If you continued walking your dog after being instructed to stop by the police, and an incident occurred giving rise to a claim, you would not be covered.

Many organisations have advised against riding horses to avoid putting any strain on emergency services. However, whether or not you ride your horse is ultimately your decision and your cover would continue as normal.

At The Insurance Emporium, we do not provide cover in situations where policyholders are breaking the law. If you continued riding your horse after being instructed to stop by the police, and an incident occurred giving rise to a claim, you would not be covered.

You can get in touch with us in the same way as usual, either using the My Emporium online portal, or via telephone.

If you have any questions regarding your policy or want to make a change to your cover, call our Customer Contact team on 03300 244 007.

If you would like to submit a claim, you can call our Claims team on 03300 244 006.

Still have questions?

We hope this page has been useful in answering any queries you may have had in these uncertain times. If you still have any questions regarding your policy, do not hesitate to contact us. Simply complete the quick and easy form below and a member of our team will get back to you.

Fields marked with a * are required

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* The 90 day extended cover is available for policyholders whose vets have delayed treatment due to COVID-19, providing we have confirmation from the vets and all premiums are kept up to date.

A lunar monthly policy runs for, and premiums are collected on, equal periods of 28 days. This type of policy renews every 28 days.

Runs for 365 days from the commencement date and time shown on Your policy schedule; automatically renews annually.

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