Frequently Asked Questions

This area of the website is designed to provide answers to those questions that come up most frequently as our customer’s investigate their insurance options. Please take the time to look through these questions. The responsibility of deciding which policy will suit you best is down to you. We therefore recommend that you read these questions carefully to see if there are any issues that might affect you and/or your application for cover.

If you wish to learn more about the points that are raised here then you can find further information in the full policy documentation on our website. Again, taking the time to read this documentation in full before you apply for a policy will help you make an informed decision.

1. What is payment protection insurance?

This kind of policy is designed to help you financially if you are unable to work because you have an accident, get an illness or are diagnosed with a medical condition. It can also help individuals who have to give up work to act as carers for members of their immediate family. The aim here is for the policy to give you a replacement income that you can use to cover the costs and financial commitments that you’d normally use your salary to pay for. So, if you qualify for policy benefits then they might be able to help you pay your mortgage, credit cards, loans and the general cost of living and so on.

2. How does a policy protect you?

The aim with this kind of insurance is to replace a part of your income with policy benefits. So, even if you can’t earn money because you are unable to work for some reason (see Question 3) you will still have some income coming in. This can make it a lot easier to cope with mortgage, loan and everyday living costs until you get back on your feet again.

3. What are you protected against?

You can set up your policy to protect you on a comprehensive ASU (Accident, Sickness and Unemployment) basis or simply as separate policies for accident and sickness or for unemployment. Some people like to have full coverage. Others may not need to buy full cover as they may already be in line to get some help from their current employer. So, for example, if your employment benefits give you good enough protection against illness/injury then you could opt simply to take out unemployment cover to get more comprehensive protection. If you don’t have any other cover in place then a full policy may suit you better.

4. Does the policy come with any other benefits? Can you help me find a new job or get back to work?

We do operate a telephone based service that gives advice on unemployment issues and general guidance on getting back to work. This is run on our behalf by an independent panel of employment specialists.

There is no charge for this service and it is also 100% confidential so it may be a good place to start when you are in a position to think about finding work again. This service is offered to our customers who take out a comprehensive ASU (Accident, Sickness and Unemployment) policy or Unemployment cover. If you make a claim on this basis and start to receive policy benefits then one of our advisors will contact you to see how they can help. They can give general advice and also provide guides on getting back into employment. Our customers that use this service can also get exclusive access to a job vacancy database.

5. Who is paid the benefits? Do they go straight to your mortgage provider/lender?

The policy is designed to be used as an income protection solution that pays a replacement income to the policy holder. This means that the policy holder is paid the benefits direct because they are specifically insuring their income. Unlike some kinds of mortgage and loans protection insurance the payments won’t go to your lender to be used to repay your debts there. You can use your benefits in any way you choose almost most people will use them to help cover their base financial commitments.

6. How do you know when you need to make a claim?

If you cannot work for a period of 30 consecutive days due to illness, accident or because you lose your job then you may be eligible to make a claim. If you qualify on a carer/caring basis then the same 30 day period applies. If you find yourself in a situation where you think you will have to make a claim on your policy you can find out more about how/when to claim on your policy documents.

7. Do you get protection as soon as your policy is set up?

No. All income protection policies of this type come with what is known as an exclusion period. In this instance you cannot make a claim to be paid benefits for the first 120 days from your policy’s start date. After that, you will be covered. This is set up to prevent individuals from taking advantage of this kind of cover by taking it out when they know that they are likely to lose their job or to have to give up work.

8. Can you insure your entire salary?

No. The costs you will have if you cannot work due to accident, illness or injury may be lower than those you have when you are employed. Most people can simply live more cheaply when they don’t have to pay for work expenses every day. Your policy is designed to give you monthly protection for up to 50% of your monthly gross income or £1,500 depending on which sum is the lowest.

9. Can you change your benefits cover after you’ve started a policy?

Yes, we appreciate that your circumstances may change over time and you may need to tweak your protection as you get older. Your salary may, for example, go up and down over time or you may change jobs and you may want to make changes on that basis. If you feel that you would like to make any changes and would like to discuss your options and wishes, please contact your insurer as detailed on the policy

10. What should you do if your circumstances change?

You must tell us if any of the circumstances you had when you took out your policy change over time. If you don’t do this in a timely manner then you may find that your claim will be rejected if you have to make one in the future. All policy holders have a duty of disclosure which makes them responsible for keeping their insurers up to date with changes in personal circumstances. Failure to do so could invalidate your policy even if you met its eligibility criteria when you took it out and have made all your premium payments.

11. What is a change in circumstance?

You will need to let your policy provider know if you change employer or job or if you change address. There may be other changes in your personal circumstances that may also need to be notified. If you think that something has happened that you should tell your insurer about then contact them to check what you should do. Please contact the insurer as detailed on your policy.

12. How long will you be paid benefits for once you can’t work/start caring?

Your rights to receive benefits last for up to 12 months. If you get back to work within that period, your benefits will cease.

13. How long will your policy last?

As long as you pay your premiums when they are due every month then you will be covered by your policy. This isn’t generally set out to last a set period of time and you can choose how long to pay for protection. So, for example, you could take out a policy and keep it going until you reach retirement age or until your finances get a bit more manageable as you get older if you prefer. All policies will cease once you reach 65, retire from work or die.

14. Can anyone take out a policy?

As with any insurance policy there are some exclusions that may mean that certain individuals in certain circumstances cannot be paid benefits with this kind of policy. It is the consumer’s responsibility to check these exclusions out before they take out any policy. We strongly recommend, therefore, that you look at the Eligibility section on the website to see if you do qualify before you go any further.

For reference here, the primary eligibility criteria state that you must:

• Be between 18-65 years old.
• Permanently live and work in the United Kingdom.
• Take responsibility for making your premium payments every month.
• Be in paid employment for at least 16 hours every week.
• Have a six month track record of continuous employment. If you haven’t worked for a total of six months when you take out a policy you need to do so in the knowledge that you cannot put in a claim until you have been employment for six months.
• If you lose your job you must be able to register as being unemployed.
• Not work on a casual, temporary contract or seasonal basis (i.e. work that is of a temporary nature). This applies to jobs you find through an employment/recruitment agency or jobs you find yourself.
• Not be taking part in a training scheme or an apprenticeship.
• Understand, if you work on a contract, that you may be given cover according to the terms of our policy documentation. But, your contract should last for at least 12 months on a fixed term basis. The end of any fixed term contract period means that you also have to be aware that there are additional requirements you must meet to qualify for benefit payments.
• Understand, according to the terms of our policy documentation, that if you are self employed, that there are additional requirements you must meet to qualify for benefit payments.
• Not make an application for a policy when you already know that you will or may be made unemployed. This includes the unofficial or official knowledge that your job may be on the line. You must not have learned from your employer that there may be changes to the company for which you work (such as restructuring plans, mergers and job losses). If you have this kind of knowledge before you take out a policy (or if you learn of them within 120 days of your start date) then you will not be covered under the terms of your policy for an unemployment claim.
• Understand that this insurance will not give you coverage for a medical condition, illness or accident that started before the start date of your policy.
• Accept that your policy does not cover you for ongoing illnesses or chronic conditions that you have before the start date of your policy.
• Understand that you cannot be paid benefits totalling more than 50% of your insured salary with this or other similar policies. This is based on your gross monthly salary. If you do exceed 50% then your policy benefits will be decreased.
• Understand that you have an exclusion period when you start your policy of 120 days. This applies to all types of claim.

15. What are your payment options?

At the moment our policies can only be paid for by direct debit. This has to be arranged on a monthly premium payment basis for the policy cover to be applied.

16. Can you claim Income Support if you are being paid policy benefits?

The fact that you are being paid a replacement income means that you may not be paid Income Support or any other state benefits that are means tested.

17. Can you take out a joint policy with your spouse/partner?

No. These policies are linked to individuals and potential changes in their ability to work. If a couple both want to take out a policy then they need to do so separately.

18. How do you make a claim on your policy?

Making a claim is easy. In the first instance, simply call FirstAssist on: 0845 072 0729. To learn more about the claims process, please take a look at the policy documentation.

19. What can you do if you take a policy and then change your mind?

Your consumer rights give you a statutory right to cancel your policy and to get a full refund of any premium costs so long as you do this within 30 days of the policy’s start date. If you wish to cancel your policy after the statutory cooling off period, please see the following question.

20. What can you do if you decide to cancel your policy?

This policy works on a rolling monthly basis so you can cancel it at any time. Bear in mind that you will then lose any rights to benefits that the policy gave you as soon as you cancel it. You need to cancel it in writing and should contact FirstAssist Insurance Services Limited, 1 Drake Circus, Plymouth, PL1 1QH  if you do wish to put an end to your cover.

21. Will you get a premium refund if you cancel a policy?

If you have paid for a period of cover and then cancel your policy before that period ends then you may be given a refund on a paid premium on a pro rata basis. You can check whether you qualify for a refund when you cancel your policy.

22. What can you do if you have a complaint?

In the unlikely event that you have a complaint to make about our services we will do everything in our power to put things right to your satisfaction. Please see the policy documentation to find out more about the complaints process.

23. What can you do if you don’t understand the wording of the policy documentation?

Words and phrases that are used in insurance policies can often seem confusing. If you don’t buy insurance regularly then they may make no sense to you whatsoever! You can look at the Mini Glossary (INSERT LINK) on this website to get further help.

24. Are you the underwriters of the policies?

No. Our policies are underwritten by Great Lakes Reinsurance (UK) Plc, which is registered in England under number: 2189462. The company is authorised and regulated by the Financial Services Authority.

25. Will you look after my policy once I take it out?

No. Your policy is administered by FirstAssist Insurance Services Limited, which is regulated in England under number: 4617110 and is authorised and regulated by the Financial Services Authority.

Finally, we do need to repeat the importance of taking the time to read through the policy documentation in detail before you take out a policy. The responsibility for choosing insurance is in your hands and it is important to be confident that you qualify for this kind of benefit and that the features of our policy will suit your needs.

If you do find that we haven’t answered a question fully here or you want to talk things through in more detail/ask a different question, please feel free to contact us. You can reach us on: 08450 175 178.