We’re here to help you every step of the way.
We know that if you need to make an income protection claim, you’re going through a challenging time. We hope we can make things a little easier by answering some of the questions we get asked most often.
You should contact us as soon as there is a chance you will still be unable to work when the deferred period on your cover ends, so that we can start gathering the information we need.
Your deferred period will be noted in the policy documents we sent you when you applied for your cover.
We may also be able to pay for services to help you improve your health within the deferred period, so we recommend you contact us as soon as possible.
If your doctors tell us your life expectancy is less than 12 months, we will be able to waive the deferred period on your cover.
We may be able to pay you 12 times your monthly benefit as a lump sum. Please check your policy documents to see if your income protection policy has a terminal illness benefit, or contact us and we’ll let you know.
You must be living in one of our eligible countries when you become unfit for work and you’ll need to return to the UK within a certain period of time in order for your claim to continue.
Please check your policy documents if you’re not sure if you’re in an eligible country.
We would assess your claim on the basis of the job you were doing before you went on maternity leave.
We only cover you while your policy is active. If your policy has ended, we won’t be able to pay a claim.
If you stop paying your premiums for more than 30 days while your policy is active, it will be cancelled and you’ll no longer be covered.
We can speak to you or anyone else that you give us permission to.
I’m self-employed: We need copies of your latest set of accounts and your self-assessment tax return.
I’m in employment: We need a copy of your latest P60 and recent payslips.
I’m a director of a limited company: We need a copy of your latest P60 and latest set of business accounts, plus details of any dividend payments you’re receiving or have received. We’ll also need a copy of your self-assessment tax return.
We might need to contact your employer so we can confirm what sick pay you’re entitled to and what they might be able to do to help you return to work.
No, we don’t need to see the original policy documents for you to make a claim.
When you make a claim, we need to find out if your illness meets the definition as described in your policy documents.
We’ll calculate payments based on your taxable income in the 12 months before you stopped work.
We will assess your claim based on your circumstances at the time you stopped work. If your job has changed, we’ll assess your ability to do the new job and not what you were doing when you applied.
We’ll also calculate payments based on your taxable income in the 12 months before you stopped work.
We will assess your claim based on your ability to meet our work tasks definition, as described in your policy documents.
If you are continuing to receive some income from your employer or from another cover elsewhere, or if your earnings are less than they were when you applied for your cover, we’ll need to take this into consideration and it could mean you’re not entitled to receive the full payment from us. It may be that your situation has changed since you applied for your cover.
We’ll check your policy and apply our income guarantee, if applicable or if we have to reduce the payment we make to you, we may use the difference to help fund future premiums for your cover. If this applies to you, we’ll explain this when you make your claim.
Every claim is unique. We’ll deal with your claim as quickly as possible by calling or emailing where we can.
If we can’t pay your claim, we’ll contact you to let you know why.
We’ll always try our best to pay a claim. The reasons we may not pay a claim are because we were not given the correct information when you applied which might have affected our ability to cover you under the terms we provided, or if your illness doesn’t meet the definition as described in your policy documents.
We also may not be able to pay your claim is you’re still receiving income which is more than your cover allows for.
We can speak to you or anyone else that you give us permission to.
We may continue making payments if you are earning less than you were before you stopped work and wouldn’t be fit to work your normal hours or in your usual job. This will depend on your cover, please ask us if you’re not sure.
We will take any continuing income into consideration when calculating the amount we can pay you. You may still be entitled to receive money from us depending on your circumstances.
We’ll make monthly payments in arrears on the last working day of the month. Payments will start once your deferred period has ended.
No. We don’t make any deduction in respect of state benefits.
Under current legislation and HMRC practice, the money we pay you is normally free from Income Tax and Capital Gains Tax.
Yes, you need to continue paying your premiums while we’re assessing a claim. This means that your cover stays active until we’ve made a decision.
Once we’ve agreed to pay a claim, we’ll stop collecting premiums once your deferred period has ended and begin making payments to you.
There is no need for you to cancel your direct debit to us. Once we’ve agreed a claim and your deferred period ends, we’ll stop collecting premiums and begin making payments to you.
Please remember to keep paying your premiums while we’re assessing a claim.
Your policy will continue until your term ends as long as your premium payments are up to date.
If you have hospitalisation benefit, once you have spent six consecutive nights in hospital as a patient, we will pay £100 for each subsequent night, during the deferred period.
Please check your policy documents to see if your income protection policy has hospitalisation benefit, or contact us and we’ll let you know.
If you have family carer benefit and your spouse, civil partner or child suffers from an illness or injury that means they meet the work tasks definition for more than three consecutive months, we will pay the monthly benefit or £1,500 per month, whichever is lower.
You can claim for each eligible person but each claim is limited to 12 months.
Please check your policy documents to see if your income protection policy has family carer benefit, or contact us and we’ll let you know.
If you have trauma benefit, you can also claim £50,000 or six times your monthly benefit, whichever is lower, if you suffer from blindness, deafness, loss of hand or feet, loss of speech, loss of independence or paralysis of limbs as defined in your policy document.
This can be claimed in addition to your income protection monthly benefit, but can only be claimed once.
Please check your policy documents to see if your income protection policy has trauma benefit, or contact us and we’ll let you know.