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Travel Insurance With Queensferry Travel

Award-winning Emerald can now provide improved cover for cancellation if you catch COVID BEFORE you travel, as well as £10m for emergency medical treatment or repatriation if you contract COVID abroad

TRAVEL INSURANCE THAT HELPS YOU TAKE OFF

Standard Cover

Enhanced Cover

For existing policyholders who purchased a Single Trip policy before the 3rd March, 2021, or an Annual Trip policy before the 26th of March 2021, we can help you with the administration of your policy by calling: 01293 855 958 or by emailing: admin@rockinsurance.com

24/7/365 MEDICAL ASSISTANCE

FAMILY COVER INCLUDES FOSTER, SURROGATE AND ADOPTED CHILDREN

UP TO £7,500 CANCELLATION COVER

MEDICAL SCREENING FOR 1000s OF CONDITIONS

"I just bought an Emerald travel insurance policy, multi-trip for my partner and me, and saved £25 a year versus the travel policy I had before!" - Darren Styles , Publisher

UNIQUE INSURANCE
TAILORED FOR YOU

THE EMERALD DIFFERENCE

PROTECTING YOU

Frequently Asked Questions

 

Am I covered if I (or my travelling companion or people we are due to stay with) test positive for Coronavirus (COVID-19) within 14 days of my holiday?

Yes. Cover is provided if you have received a positive diagnosis of Coronavirus within 14 days of the start of the trip. You must have received a positive COVID-19 NHS test. However, you must not have had any symptoms or positive diagnosis before you bought your policy or booked your holiday.

Am I covered for medical costs if I fall ill with Coronavirus (COVID-19) whilst I am abroad?

Yes.This would be covered under medical expenses section of the policy. If medically necessary we will also arrange for you to be brought back home.

Am I covered if I have checked in at my holiday accommodation, but they then need to close as a result of coronavirus?

No. It will be up to the accommodation provider to source suitable alternative accommodation.

Am I covered for any additional costs following the diagnosis of Coronavirus COVID-19 whilst abroad?

Yes. These would be covered under medical expenses section of the policy, within the terms and conditions. It will offer cover for room only and travelling expenses for you and a close relative or friend who might be required to help you.

Am I covered if I fall ill with COVID-19 whilst abroad and as a result need to extend my stay?

Yes. Your policy would also automatically extend to cover this.

Am I covered if either myself or my travelling companion have to self-isolate because we have come into contact with someone who has Coronavirus (COVID-19)?

No. You are only covered if a positive diagnosis has been made and you have received a positive COVID-19 NHS test and provide us with a medical certificate from the hospital to show your hospitalisation. If there has been no diagnosis and you are just asked to self-isolate, then you would not be covered under this policy.

Am I covered if I am shielding currently or my doctor has advised against travel because of Coronavirus (COVID-19)?

No. We would not expect people who are required to shield to be actively booking trips due to the current pandemic and the advice for them not to travel, as this would be a known risk. However, should the current pandemic disappear, shielding cease and you book a future trip and subsequently receive a positive NHS test or hospitalisation due to a future pandemic outbreak, cover would be provided.

Am I covered if my trip is going ahead as planned but I no longer wish to travel?

No. This is called disinclination to travel. This is because however valid you feel your reason is for not wanting to take the trip, it is still your choice as to whether to go. An insurer will not pay any claim for that reason.

Am I covered if the Foreign & Commonwealth Office (FCO) or World Health Organisation (WHO) or local regulator advise against all but essential travel?

No. There would be no cover under any terms of the policy.

Am I covered if I am refused entry into a country due to Coronavirus (COVID-19)?

No. You would only be covered under the medical expenses section of cover if you are diagnosed with COVID-19 and this is the reason entry is prevented. For any other reason your tour operator or travel company should help you and you should contact them for assistance.

Am I covered if the area I am staying is placed into lockdown by the local government and I cannot return home when I am due to come back?

No. You should contact your tour operator or travel company for assistance.

Am I covered if I (or my travelling companion or people we are due to stay with) test positive for Coronavirus (COVID-19) within 14 days of my holiday?

Yes. Cover is provided if you have received a positive diagnosis of Coronavirus within 14 days of the start of the trip. You must have received a positive COVID-19 NHS test. However, you must not have had any symptoms or positive diagnosis before you bought your policy or booked your holiday.

Am I covered if I (or my travelling companion or people we are due to stay with) have been hospitalised because of Coronavirus (COVID-19)?

Yes.Cover is provided if you are admitted to hospital due to Coronavirus within 28 days of the start of the trip. You must have received a positive COVID-19 NHS test. However, you must not have had any symptoms or positive diagnosis before you bought your policy or booked your holiday.

Am I covered if either I or my travelling companion are denied boarding by the transport operator (eg. airline) as a result of a positive test or temperature reading?

Yes.Cover is provided if you or your travel companion are denied boarding following either a COVID-19 diagnosis with an NHS or other government official test or receiving a temperature test reading or other medical test which falls outside of the transport provider’s terms of travel.

Am I covered for medical costs if I fall ill with Coronavirus (COVID-19) whilst I am abroad?

Yes.This would be covered under medical expenses section of the policy. If medically necessary we will also arrange for you to be brought back home.

Am I covered if I have checked in at my holiday accommodation, but they then need to close as a result of coronavirus?

Yes. provided that you have already checked in. If the accommodation closes after you have left home but before you check in and you are no longer able to enjoy the holiday you booked this is not covered because it will be the responsibility of your tour operator or travel company to assist you. You will need to approach them in this scenario.

Am I covered for any additional costs following the diagnosis of Coronavirus COVID-19 whilst abroad?

Yes. These would be covered under medical expenses section of the policy, within the terms and conditions. It will offer cover for room only and travelling expenses for you and a close relative or friend who might be required to help you.

Am I covered if I fall ill with COVID-19 whilst abroad and as a result need to extend my stay?

Yes. Your policy would also automatically extend to cover this.

Am I covered if either myself or my travelling companion have to self-isolate because we have come into contact with someone who has Coronavirus (COVID-19)?

No. You are only covered if a positive diagnosis has been made and you have received a positive COVID-19 NHS test and provide us with a medical certificate from the hospital to show your hospitalisation. If there has been no diagnosis and you are just asked to self-isolate, then you would not be covered under this policy.

Am I covered if I am shielding currently or my doctor has advised against travel because of Coronavirus (COVID-19)?

No. We would not expect people who are required to shield to be actively booking trips due to the current pandemic and the advice for them not to travel, as this would be a known risk. However, should the current pandemic disappear, shielding cease and you book a future trip and subsequently receive a positive NHS test or hospitalisation due to a future pandemic outbreak, cover would be provided.

Am I covered if my trip is going ahead as planned but I no longer wish to travel?

No. This is called disinclination to travel. This is because however valid you feel your reason is for not wanting to take the trip, it is still your choice as to whether to go. An insurer will not pay any claim for that reason.

Am I covered if the Foreign & Commonwealth Office (FCO) or World Health Organisation (WHO) or local regulator advise against all but essential travel?

No. There would be no cover under any terms of the policy.

Am I covered if I am refused entry into a country due to Coronavirus (COVID-19)?

No. You would only be covered under the medical expenses section of cover if you are diagnosed with COVID-19 and this is the reason entry is prevented. For any other reason your tour operator or travel company should help you and you should contact them for assistance.

Am I covered if the area I am staying is placed into lockdown by the local government and I cannot return home when I am due to come back?

No. You should contact your tour operator or travel company for assistance.

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. 

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.

Yes, we do. We know that families come in all shapes and sizes, and the communities we serve have a diverse range of family units. If you're a single parent taking the kids away, we'll give you a discount so you can spend more on the kids - or more on yourself!.

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.

If you purchased your policy on or after 20 February 2021, 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.

If you purchased your policy on or after 16 April 2020 but before 19 February 2021 please contact International Medical Rescue on 00 44 (0) 2380 177474.
If you purchased your policy between 26 April 2019 and 15 April 2020 please contact International Medical Rescue on 00 44 (0) 2380 644633.

If you purchased your policy after 19 February 2021 then please download a claims form at www.policyholderclaims.co.uk or please provide your policy details and the section you are claiming under to tifgroup-claims, 1 Tower View, Kings Hill, West Malling, Kent, ME19 4UY.

 

If you purchased your policy on or after 16 April 2020 but before 3 March 2021, you can submit a claim  online at www.imr-claims.com or contact International Medical Rescue on 02380 177285. 

 

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.

If you do not wish to have your annual multi-trip policy renewed, call us on 0330 113 7109 or email us at customerservice@emeraldlife.co.uk.

There are no age limits on Emerald policies, although we may have to deal with a different underwriter. You can still get a quote online at www.emeraldlife.co.uk/travel-insurance or by calling 0330 113 7109.

Yes. If you have a pre-existing medical condition you will need to disclose that when purchasing a policy, which may involve an online medical screening.  With certain exceptions (such as HIV, PrEP or birth control medication) pre-existing medical conditions will not be covered unless you have declared all conditions, received acceptance of this in writing, and paid an additional premium (where applicable).

Please check your policy wording for a full list of sports and activities that are covered.  If you are partaking in a sport or activity that you do not see listed in the policy wording then please contact us on 0330 113 7109 or email is at customerservice@emeraldlife.co.uk.

Gadget Travel Insurance is designed to cover personal electronic gadgets and communication devices you carry with you on holiday, on payment of an additional premium, up to a single item limit of £800. See the policy for full details.

Please see your policy wording for how to make a claim.

It is our intention to give you the best possible service but if you do have any questions or concerns about this insurance or the handling of a claim you should in the first instance please contact us. You can contact us in the following ways: 

Email: complaints@emeraldlife.co.uk  Tel: 0330 113 7109 Letter: Emerald Life Limited, 286 Queensbridge Road, London E8 3NH.

If you can’t find the answer to your question in these FAQs, please contact us on 0330 113 7109 or by email at customerservice@emeraldlife.co.uk.

Travel Insurance Policy Documentation

For single trip policies after 3rd March 2021 and annual policies after 26st March 2021

Standard Cover

Standard

Covid+

Cruise Cover

Silver

Gold

Platinum

Enhanced Cover

Standard

Covid+

Cruise Cover

Silver

Gold

Platinum

Gold Covid+

Platinum Covid+

Older Policies

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