Frequently Asked Questions

At The Insurance Emporium we want to make things as easy as possible for our customers. Insurance might not be the easiest thing in the world to understand but it doesn’t have to be difficult either! Just take a look at our easy-to-understand FAQ guide and you will find the answers to any questions you might have. If there is anything else you’d like to talk to us about just visit our Contact Us page and we’ll help you out as best we can!

We're here to help you

There may be times when you need a little help for physical, mental health, or financial reasons; we have a range of ways in which we can provide you with extra support.

To help us, help you, when you next get in touch with us, let us know what we can do to adapt what we do or how we do it to best suit your circumstances.


Yes. If you would like to make any changes to your policy, such as adding items, changing your address or changing your cover level, please contact our Customer Contact Department. If you wish to make a change to your policy, after the first 14 days of policy inception, a £10 administration fee applies to the amendments made. Any increase or improvement in cover will be subject to a 14 day deferment period. You can also register for our My Emporium customer portal, where you can make changes to your details, access your documents and much more.

You will receive your policy review documentation package by email or post 28 days in advance of your review date. We recommend that you read your review package thoroughly to ensure that the cover meets your needs. Please retain the documents for your reference. If you need any assistance regarding your review then please contact our Customer Contact Department, who will be happy to help. You can also register with the My Emporium customer portal. Once you set up a policy, you will be able to access your documents the next working day.

You can request a copy of your policy documentation package at any time. These will be issued by post or by email depending on your preference. You can also access your policy documents at any time by registering with the My Emporium customer portal.

Yes! If you have a policy with The Insurance Emporium, you can register for our My Emporium customer portal. Once you’ve done this, you can use the portal to access your documents, update your details, make a claim and much more!

Your policy will automatically be renewed with us (subject to the receipt of premium) to ensure cover remains operable. Should you choose not to renew your policy with us please contact our Customer Contact Department on 03300 244 005. Please ensure you notify us of any cancellation well in advance of the renewal date.

If we are in possession of information which we believe to be untrue, misleading or potentially fraudulent, we will pass the information to the relevant legal/statutory bodies. We may also share information with other organisations in the effort to help prevention of fraudulent claims.

Your policy will automatically be renewed to prevent your cover from lapsing. If you pay by Direct Debit or credit card, the premium due will be collected to ensure we have received it by the renewal date. If a third party pays for your policy, please ensure that they are aware when the renewal premium will be collected from their account/card. If your renewal date falls on a weekend or a bank holiday, we will collect your premium on the next working day. If you pay by cheque, you will need to send payment to us to ensure we receive it in time for the policy renewal date.

If you have two or more policies with us you are entitled to a multi-policy discount. These are applied automatically at inception but you will need to contact our Customer Contact Department on 03300 244 005 to apply for any discounts at your policy review.

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

Our full address and contact details can be found on the Contact Us page.

If you want to make a complaint, please refer to the Make a Complaint page.

Lifestyle Policy Limited and Entertainment & Leisure Insurance Services Limited are appointed representatives of The Equine and Livestock Insurance Company Limited. The Insurance Emporium ® is a trading name of The Equine and Livestock Insurance Company Limited (registered in England and Wales no: 294940) which is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority no: 202748.

Our opening hours can be found on the Contact Us page.

  • If you have married, we require a copy of the marriage certificate.
  • If you have changed your name by deed poll, we require a copy of the deed poll.
  • If the policyholder has died, we require a copy of the death certificate and confirmation of whose name the policy should be changed to.
  • If the policy is in joint names and one needs removing, we require written confirmation from both policyholders to make this change.
  • If the insured person has reached 18 years old and the policy no longer needs to be in the name of a parent/guardian, we require a copy of a document confirming date of birth/age such as passport or driving licence.

Please note we are happy to accept copies of official documents.

Policyholders must be aged 18 years or older or in a parent/guardians name. Policy holders must be residents of the UK, Channel Islands or the Isle of Man.

Please refer to Our Privacy Policy page for further information.

Testimonials can be found on our Reviews page.

IPT stands for Insurance Premium Tax. This is a tax on insurers and applies to general insurance premiums. Since its introduction in 1994 the rate has changed a number of times. You can find more information about IPT and the current rates here.

You can cancel at any time. If you cancel within the first 14 days of policy inception and no claims have been made, you will receive a full refund of any premium paid. If you have a monthly policy, cover will be cancelled with effect from the date your next policy premium is due. If you have an annual policy and have not made a claim, a return of premium will be issued in accordance with our cancellation rates. Please refer to your policy documents. If you have made a claim, you will not be entitled to any refund.

Please refer to Our Privacy Policy page for further information.

If you are paying by Credit/Debit card the first payment will be taken up to 7 working days from the policy start date. It can take up to 10 working days to take the initial payment on a Direct Debit. Any further payments will be then collected based on the payment frequency selected on the application.

You will receive an email confirming the premium, policy type, policy number and start date shortly after submitting the insurance application. Please note that the insurance policy is subject to underwriting review, if we have any additional questions or are unable to provide cover for any reason we will contact you to let you know. If you do not hear from us, your policy documents will follow within 3 working days.

Because we want you to have the flexibility that really suits your lifestyle, we offer two different ways of building a policy. Take a look at our handy flowchart to find out exactly how our Optional Benefits can benefit you!


We will acknowledge receipt of your claim within 2 working days (excluding weekends). We aim to assess your claim within 5 working days (providing all supporting documentation is provided). If your claim is successful payment will be issued within a further 10 working days (excluding weekends) and by BACS transfer where possible.

On discovering any events you think likely to give rise to a claim, you must immediately notify and give full details to:

The Insurance Emporium
Thorpe Underwood Hall
YO26 9SS

This can be done in writing to the above address, by phone on 03300 244 006, by fax on 03300 242 971 or by e-mail to [email protected].

A member of our team will confirm the level of cover and any policy excess that is applicable, however please note that this is also detailed in your policy wording. We will also let you know what documents you have to submit with your claim form. A claim form will be sent by email or post and should be completed and returned to us as soon as possible.

The majority of our claim forms are available to download from our Claims page

Please contact us if the form you require is not listed

The excess is the amount you must pay towards each and every claim when applicable.

No, there is no timescale as long as you were on cover at the time the incident occured and the premiums were up to date at that point. A claim form and relevant documents will be required to support your claim.

Most importantly, you should not admit any responsibility, agree to pay a claim or negotiate with any other person after any incident. You should contact your insurance company and allow them to take charge of your claim. You must send them any form of writ, summons or legal documents you receive and allow them to act and rely on your behalf.

No, wear and tear is not covered under our policies.

The policyholder must complete the claim form. For animal claims the veterinary practice will also need to complete a section of the form before any claim is submitted.

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.