Retired Officers Scheme

As a retiring police officer, it’s important to consider having suitable protection and coverage in place should you or your family need it.

The Federations tailored Group Insurance Scheme includes covers such as Worldwide Travel Insurance, RAC Motor Breakdown Assistance, Life Assurance, Legal expenses cover and mobile/gadget cover.

If you are a member of the Federation Group Insurance Scheme you cover automatically moves into your retirement. And your monthly premium will be taken automatically from your pension.

Once retired members reach the aged of 65 we will offer you the ability to move onto the 65-69 Group Insurance Scheme. Therefore please keep us updated with your current contact details, contact number, email address and home address. This will enable us to contact you when you reach aged 65.

Call or email us on 01603 972590, norfolk@polfed.org

Alternatively please complete the retired officer application form, above.

Key benefits of the Federation Group Insurance Scheme

Police federation insurance specialists - providing protection for members since 1958
Tailored products - provided by a panel of A-Rated insurers***
Here to help - we take pride in our professional and confidential assistance to members with quick response times

Price of cover is £39.80 per month for retiring officers under the age of 65. In addition cover you can also add your partner for £13.52 per month. The premium includes Insurance Premium Tax (IPT) and is correct at 1st August 2025.

***Independent ratings from third party rating companies. Correct as at September 2024.

Full details of the policy covers, including exclusions and limitations, can be found in the policy wordings which are available from the documents or by contacting the Federation office on 01603 972590 or by email norfolk@polfed.org

Arthur J. Gallagher Insurance Brokers Limited, which is authorised and regulated by the Financial Conduct Authority. Registered Office: Spectrum Building, 55 Blythswood Street, Glasgow, G2 7AT. Registered in Scotland. Company Number: SC108909

Worldwide Travel Insurance

This is a Group Policy so members will not get a individual policy number. The Group Policy number for this travel insurance is 100799632BDN.

Non-Emergency Claims: +44 (0)1243 621416

Should you suffer a loss under this Policy other than a medically related claim, please contact us as soon as reasonably possible.

Emergency Medical Assistance: +44 (0)1243 621066

Our Emergency Medical Assistance Service is operated by a specialist emergency assistance provider who will advise on, and where appropriate, arrange all medical treatment, travel and accommodation covered under Medical and Emergency Travel Expenses.

Advice Before You Travel: +44 (0)1243 621556

Our Travel Assistance Helpline can be contacted any time day or night and will provide advice and information on;

• Visa and entry permits that may be required.

• Necessary vaccination and inoculation requirements and where these can be arranged.

• What should be taken along on an Insured Journey in relation to first aid and health.

• Currencies, travellers cheque and current exchange rates.

• Languages, time zones and details of countries that will be visited.

Other Emergency Services Provided Whilst Travelling: +44 (0)1243 621556

Please note there may be charges for some of the below services charged by the service providers and You will have to pay these together with travel costs resulting from the advice You are given.

• A phone home service if there is an emergency.

• A translation and interpretation service if You need it.

• Guidance on stolen or lost passports, driving licenses, air tickets or other travel documents.

• Guidance on how to trace luggage with an airline operator if it is delayed or lost.

• Guidance on contacting local Embassies and/or Consulates.

• Information on languages and time zones.

• Transfer of money to You if required.

• Guidance on cancellation of credit cards if lost or stolen with the ability to report the loss to the card provider.

• Guidance to relatives or friends if You are hospitalised.

Important Information please read below:

From 12 October 2025, the European Union’s (EU) new Entry/Exit System (EES) began. This is a new digital border system that will change requirements for British citizens travelling to the Schengen area. The countries in the Schengen area are: Austria, Belgium, Bulgaria, Croatia, Czechia, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Iceland, Italy, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, and Switzerland.

If you are travelling to a country in the Schengen area for a short stay using a UK passport, you will be required to register your biometric details, such as fingerprints and a photo, when you arrive. You do not need to take any action before you arrive at the border, and there is no cost for EES registration. After it is fully implemented, EES registration will replace the current system of manually stamping passports when visitors arrive in the EU.  

You may also be asked to provide proof of your travel insurance. As this is a group policy rather than a personal policy, the travel insurance policy wording does not include any of your personal details. Gallagher can supply a letter to you via email along with your current travel policy documents as proof of insurance. If you would like to receive a letter as proof of insurance for an upcoming trip, please provide the below information to Gallagher via email at: uk.groupinsuranceschemes.contact@ajg.com

The name of your Police Federation
Full names of everyone travelling covered by your policy (including their relationship to you and ages, if applicable)
Departure date, return date and destination(s) for your trip
Your home address
Your collar number (if applicable)

A wide range of leisure activities such as Scuba diving to 30 metres and winter sports are covered at no extra charge. Please refer to page 15 of your travel policy for the full list of activities included. Cover may be available at additional premium for activities not listed, please contact Gallaghers for details.

Extensions can be arranged to include cover for children of extended family or friends under the age of 18 who are travelling with the member by contacting Gallaghers and on payment of an additional premium.

Health restrictions apply to some sections of the policy. Prior to booking a holiday, please ensure you read the 'Pre-existing Medical Conditions' wording which can be found on page 10 of your policy document.

Full details of cover including the limitations, exclusions and terms and conditions can be found in the policy wording, which should be read carefully, in particular the exclusions and limitations.

Cover for pre-existing medical conditions does not automatically continue and you must declare these at each renewal. You must also read the Declaration each time you book a trip and declare any new conditions or any changes to those that have already been declared.

Am I covered for pre-existing conditions under the travel insurance policy and do I need to declare these?

Your policy will not cover you for any claims arising from Pre-existing Medical Conditions as set out below;

- Any claims made under the Cancellation, Curtailment or Change of Itinerary and/or Medical & Emergency Travel Expenses section of this policy as a result of any Pre-existing Medical Condition where a Qualified Medical Practitioner has not permitted the Insured Person to travel.
- Any claims under the Cancellation, Curtailment or Change of Itinerary section of this policy as a result of any Pre-existing Medical Condition where the Insured Person is on a waiting list for in- patient treatment.
- Any claims made under the Cancellation, Curtailment or Change of Itinerary and/or Medical & Emergency Travel Expenses section of this policy where you are travelling for the purpose of obtaining medical treatment abroad.
- Any claims made under the Cancellation, Curtailment or Change of Itinerary and/or Medical & Emergency Travel Expenses section of this policy where you have been given a terminal prognosis.
- Purchase of any prescription medicines relating to a Pre-existing Condition.
- If an Insured Person or Close Relative has suffered a Pre-existing Medical Condition that You could have reasonably foreseen would have given rise to a Cancellation or Curtailment or Change of Itinerary claim under the Cancellation, Curtailment or Change of Itinerary section of this policy.

If you have any queries regarding pre-existing conditions, or if you believe any of the exclusions may be applicable to you and would like further guidance on this please contact the Gallaghers team on 01403 327719 who will happily assist with any questions.

Worldwide Travel Insurance Rebate

Retired officers that have a partner who also has selected to pay the full package will be entitled to claim the travel insurance element of the premium back. This is due to the fact that there would be a duplication in cover and you would be paying for the family worldwide travel insurance twice. Therefore after paying a full years premium retired officers can complete the below claim form and submit to the Federation office for checking. We will then forward onto George Burrows for assessment and re-imbursement for valid claims. The payment will be paid directly into officers bank account.

Dual Travel Insurance - Premium Rebate Claim form

Mobile phone/gadget Insurance

What is insured? The table summarises Your coverage details

Accidental Damage - Yes
Accidental Loss (mobile phones only) - Yes
Unauthorised phone usage (up to £2,500) - Yes
Electrical and Mechanical breakdown - Yes
Theft - Yes

You can contact us at our e-claim portal Claims Platform or email claims@citymain.com or via phone 0333 188 2257.
Please quote the following verification code: NF25. You will also be asked to provide your collar/ employee number.

• You must report Your claim within 30 days of the insured event so that the Gadget can be repaired and does not
deteriorate further.
• If there is an unreasonable delay between the occurrence of the insured event and You notifying Us, We may adjust
Your claim settlement in case Our obligations have increased due to the delay.
• You must make Your claim fully and truthfully and provide any further information We request from You.
When You contact Us We will let You know what information We require from You and at a minimum We will require:
• Your insurance policy information;
• A description of what occurred to Your Gadget;
• The Proof of Purchase of the Gadget (original invoice, receipts and any supporting documentation);

We will cover the costs required for the repair of the damaged Gadget. The limit of liability is as follows;

£1500 for mobile phones

£250 for headphones

£1000 for all other gadgets

In case of replacement, you will receive a refurbished gadget. The value of your gadget will decrease over time due to wear and tear, usage and technological obsolescence. The replacement gadget will be the same condition and model or the nearest equivalent model in terms of functionalities of the gadget which is commercially available at the time of your claim (same colour cannot be guaranteed).

Excesses

The excess is dependent on your gadget’s original purchase price, the depreciation of your gadget, the level of excess you choose and type of insurance cover. The excess is fixed at £50 (for devices valued up to £499.99), £75 (for devices valued between £500 and £999), and £100 (for devices valued at £1,000 and higher)
The excess will be collected by us (CityMain) through by card payment or other methods as may apply from time to time and will be collected for each individual valid claim.

Best Doctors

The Best Doctors service provides the reassurance of a confidential expert second medical opinion if a member, partner or their resident dependent children up to age 21 (25 if still in full time education) are facing a worrying medical condition. Best Doctors work in conjunction with the patient and their doctor to ensure diagnosis and treatment are correct, providing an independent and comprehensive assessment report. They work with a worldwide panel of specialists.

Unlimited access to the Member Care centre is included, providing a confidential telephone based helpline, which is available 24 hours a day, 7 days a week, throughout the year.

Call: 0800 085 6605 for Best Doctors medical support.

Or visit: Best Doctors Member Portal (askbestdoctors.com) for healthcare advice and the Best Doctors video library, with over 300 colour videos giving detailed explanations about medical conditions, treatments and testing. Please note: Best Doctors services are not available in respect of mental health related conditions.

BD_UK_Services_2018_Interactive.pdf (askbestdoctors.com) - Guide to how Best Doctors works.

GP Care on Demand

The GP Care on Demand service provides the subscribing member and their resident family with unlimited access to a GMC licensed practicing GP from the comfort of their home or workplace. You can conveniently schedule a video consultation or request a telephone call back consultation from an experienced GP who’ll take the time to support your individual needs. Where appropriate, they will be able to issue an open private specialist referral letter or a private prescription. If it is identified you will benefit from a second medical opinion the doctor will support you by connecting to the Best Doctors® service which has a network of over 50,000 world leading specialists to review your
case in full and help support some of the most important decisions you may have to make around your health. Brought to you by Teladoc Health, a world leader in virtual care, you can use the GP service when you are abroad to access doctors who are practiced in supporting patients wherever they are in the world.

Key benefits:

• 24/7, 365 days a year, worldwide access
• Connect via the App, or simply call
• Discuss all aspects of your physical and mental wellbeing
• Unlimited consultations; you can use the service as much as you need
• Connect with a high quality GP* who has the time to listen and to help you

To arrange an appointment simply download the 'Care on demand' App** create an account and book a consultation:

Apple Store: https://apps.apple.com/gb/app/care-on-demand/id1481628208?ls=1

Google Play: https://play.google.com/store/apps/details?id=com.advancemedical.careondemand

You require a code to access the service, please contact the Fed office on Norfolk@polfed.org or ring us on 01603 971420. Or you can call: +44(0) 203 499 4891

No pre-existing medical condition exclusion or age limit applies.

*Teladoc GP's are carefully selected and actively practicing medicine. They have over 6 years professional experience, undergo quarterly appraisals and continuous training.
**As part of Care Quality Commission (CQC) regulations patients, when engaging the service for the first time, will be asked to go through a positive ID process.

GP Care on Demand is provided by Teladoc Health, Inc. Teladoc is a telemedicine company that uses telephone and video conferencing technology to provide on-demand remote medical care via mobile devices, the internet, video and phone. www.teladoc.com

Online Virtual Physio Service

The Virtual Physiotherapy service offers quick, easy access to our chartered Physiotherapists via video or phone, without the need for a GP referral. This service is available to members and their partners, residing children over 18, up to 21 (25 if still in full time education).

Our Physiotherapy service offers personalised, evidence-based care from the comfort of your home, providing expert rehabilitation for a wide range of musculoskeletal conditions.

Flexible scheduling 5 days a week
Bookings accessible via the COD app
Initial assessment and follow up sessions to support your recovery
Services provided by HCPC Registered Physiotherapists with more than five years’ experience
Up to 5 sessions included (if clinically required)

The combination of Physiotherapy and real-time AI motion tracking enhances rehabilitation, providing personalised data driven treatment plans that improve recovery outcomes. Our system analyses over 100 points on the body to enhance the efficiency of rehabilitation and provide real time feedback on form and technique. This advanced tool integration empowers patients with better insights into their recovery whilst reporting on compliance, aiding decision making for the Physiotherapists and creating a collaborative treatment journey.

To arrange an appointment simply download the 'Care on demand' App** create an account and book a consult:

Apple Store: https://apps.apple.com/gb/app/care-on-demand/id1481628208?ls=1

Google Play: https://play.google.com/store/apps/details?id=com.advancemedical.careondemand

Please contact the Federation office to request the code to access. Call us on 01603 972590 or email us at norfolk@polfed.org

To arrange an appointment simply call: +44(0) 203 499 4891

or email: PhysiotherapyUK@teladochealth.com

No pre-existing medical condition exclusion or age limit applies.

24 hour, 365 days per year personal tax and legal helpline: 0203 103 6879

Use the 24-hour advisory service for telephone advice on any private legal or taxation matter of concern to you in the United Kingdom, Channel Islands and Isle of Man.

We will ask you for a brief summary of the problem and pass these details on to an Adviser. The helpline cannot advise on any matters relating to Your conditions of service as a police officer. Where you need advice of this type please speak to Your Federation representative. This helpline is available to anyone belonging to the main household over 18 years of age and is provided by our partner solicitors.

When calling any of the assistance helpline services, say that you are a member of your Police Federation Legal Expenses Scheme, or that you are a family member.

Lifestyle Counselling Helpline & Online Support Service

This service can help with a range of problems from practical everyday matters to sensitive or emotional issues. Our specialists will help You deal with personal relationship problems, problems with colleagues in the workplace and other issues affecting your general wellbeing.

Counsellors and information specialists are also trained to help You with practical problems like debt. The helpline is complemented by a comprehensive online information and support service, through which you can access information and advice on a range of issues and problems which often impact on everyday life. Topics are diverse and include relationships, childcare issues, consumer issues, stress, health and fitness. Information is updated regularly by a team of experienced counsellors and information specialists.

You can access the Lifestyle Counselling Helpline on 020 4570 6149 or You can access the online Support Service by visiting Care first Lifestyle

This service is available to anyone belonging to the main household over 18 years of age and is provided by Our support service partner.

Legal Assistance Hub

As an addition to Your Legal Protection cover, You can use Our online Legal Hub provided by our partner solicitors. This will provide You with: -

• Interactive legal documents that can help You with legal issues such as raising complaints about items You have bought or services You have received. You can also create documents for your lifestyle choices such as creating a Will, Power of Attorney or Tenancy Agreement etc.

• Access to legal resources including guidance and information on areas of law that may be of interest to uou such as employment disputes, injury claims or leaving gifts in your will.

• A news feed of changes in the law and how they could affect You.

The service can be accessed by visiting www.addeptgroup.co.uk/legalhub where You can register your details and access this service.

Care First Counselling

At some stage in their lives most people require advice and information on workplace and personal issues, but it can often be difficult to know where to start looking. The pressure of daily life can sometimes be stressful, but having access to the right advice and information can be helpful in combating such pressures.

As a member of the group insurance scheme you have access to an information and counselling helpline service which is available to you 24 hours a day. Expert advisors, trained by Citizens Advice are at hand to provide comprehensive answers and assistance on a wide range of issues which may affect your daily life.

The helpline provides you with instant support, advice and counselling. All Care First counsellors are accredited to the British Association for Counselling and Psychotherapy (BACP). The counsellors are available to provide support for any issues that you may wish to discuss, such as bereavement, relationships problems, stress and work-loads. The service is confidential and impartial, and no one will be informed that you have contacted Care First, you don’t even need to give
your name if you don’t want to.

The Care First online service provides a library of resources, developed and maintained by a team of professionals. The online resource offers immediate information, answers and advice for a wide range of personal issues such as finance management, childcare and relationship advice, as well as health guides and tips. Resources for work related issues are also available, such as returning to work after illness, planning for retirement and working effectively.

Call: 020 4570 6149 to speak to a Care First counsellor

Or visit www.addeptgroup.co.uk/support to access the Lifestyle Online Service

Additional Life Insurance

The following life insurance cover is available to members of the Group Insurance Life & Spouse Insurance Schemes (serving police officers and partners only) Therefore the below tiers of cover must be in place while you are a serving officer.

There is a choice of five benefit levels as detailed below:

Tier 1 - £25,000 of cover for £6.05 per month

Tier 2 - £37,500 of cover for £9.00 per month

Tier 3 - £50,000 of cover for £12.00 per month

Tier 4 - £62,500 of cover for £15.00 per month

Tier 5 - £75,000 of cover for £18.00 per month

The following points are relevant:

A declaration of good health must be signed upon application to the scheme.
Cover for death by any cause with no exclusions.
Cover can be continued unto retirement at half benefits - up to age 65.
Officers must be serving in order to join or include their partner.

The additional life assurance cover ceases at age 65. Full details are available from the Federation or by contacting our broker Gallagher.

* The premiums payable, which include the Norfolk Police Federation's administration fee, will be subject to periodic review and may go up or down.

Important information - please read

A separate application form must be completed for the cohabiting partner if the optional extension is taken out. Tick the ‘partner of serving member’ and add the rank, collar number, and name of the serving member. Compete the rest of the form with the partner’s details and both are required to sign the form in the relevant space provided;
If the serving member and/or their cohabiting partner are unable to confirm the declaration on the application form, a fully underwritten application form with questions about medical history must be completed. Please contact the Federation Office to request the fully underwritten application form if required;
If the serving member’s cohabiting partner is also a serving police officer with Norfolk Constabulary, it is highly recommended that both subscribe to the scheme in their own right in order to receive the full range of benefits;
Where two retired officers with Norfolk Constabulary are cohabiting partners and are both members of the scheme a rebate is available. This is due to the fact that two retired officers would both be paying for worldwide family travel insurance. Therefore at the renewal date 1st August every year, retired officers can make a claim to George Burrows via the Federation to have the element of the premium that relates to the travel insurance refunded. Please contact the Federation Office for details;
Subscriptions are to be deducted monthly direct from pension. Notification will be published of any subscription increase or change in benefits that may occur from time to time;
Serving members upon retirement from Norfolk Constabulary may remain in the scheme as a retired member by submitting a completed step down membership continuation form to the Federation Office prior to retirement. Subscriptions are to be deducted monthly direct from pension. Individuals are not eligible to join the scheme after their retirement date and therefore membership and/or any optional cohabiting partner extension must have been accepted prior that date;
Eligibility for the scheme ceases at 65 years of age and all membership and benefits will cease. If the cohabiting partner extension has been taken out then that cover will cease once the retired member or the cohabiting partner has reach 65 years of age whichever is the sooner;
Serving members who transfer, resign or are dismissed from the police service are not eligible to remain in the scheme and all membership and benefits will cease, including any cohabiting partner extension;
The benefits arranged under this insurance scheme are provided strictly under the terms of insurance policies taken out and owned by the Trust. Subscription to the scheme entitles the member to the benefits provided by the scheme but confers no ownership of any of the underlying policies which are vested in the Trustees. Copies of the policies are available to view by appointment at the Federation Office.

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December 2025

Retired Officers Scheme

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