Your Questions Answered

Is it easy to be accepted?

Yes it is very easy. Simply get your quick quote and complete the online application form, or phone 08000 350 292

Can anyone apply?

Yes, providing you are:

• applying for, or have a, residential mortgage that is not in arrears ('Buy to Let' mortgages are excluded);
• over 18 and under 65 years of age;
• in full time employment or self employed for at least 6 consecutive months immediately prior to the start date;
• working and living in the United Kingdom, the Channel Islands or the Isle of Man.

You may also be eligible for continued cover if you worked and lived in the United Kingdom, the Channel Islands or the Isle of Man at the start date and you are subsequently posted to work outside the United Kingdom, the Channel Islands or the Isle of Man for:

• the British Armed Forces or as a civil servant in a British Embassy or Consulate; or
• your employer is a United Kingdom registered company and you are assigned to work within the European Union.

Is there a 'wait' period before I can claim?

The 'wait' period before you can claim will depend on the type of cover you select. The longer the wait period, the lower your monthly premiums will be. helpucover offers a range of wait periods for you to choose:

• Back To Day One
• 30 day wait period
• 60 day wait period
• 90 day wait period

You can start claiming your Mortgage Payment Protection Insurance after the wait period you have selected is over, for sickness or accident as certified by your doctor. For an unemployment claim you cannot claim within the first 60 days (for new borrowers) and 120 days (for existing borrowers) of the start date of your policy, but after that period you can also claim after the wait period you have selected has expired.

Is there a maximum monthly benefit limit?

Yes, the monthly benefit chosen must not exceed:

• the amount of the monthly repayment under the mortgage agreement, together with;
• an amount in respect of mortgage - related outgoings which must not exceed the greater of either:
  
  (i) 25% of your mortgage agreement amount
  (ii) Your total mortgage related outgoings
  
  
• the maximum monthly benefit payable under this policy is £2,000 or 65% of your gross monthly income, whichever is less.

How do I claim?

Claiming is simple and straightforward; you can contact the underwriters, Pinnacle Insurance plc and request a claim form by calling 0870 720 0741 You can also claim on-line by registering at www.support.pinnacle.co.uk

How long can I claim for?

You can continue to claim for up to a full year (12 payments).

When will helpucover start paying me my monthly benefit?

Standard Cover
You will be entitled to an amount equal to 1/30th of the monthly benefit for each continuous day you are unable to work as a result of an accident, sickness or unemployment (if unemployment cover is selected) following the initial wait period, during which no benefit will be payable. Payments will be monthly in arrears.

Back to day one cover
After the initial wait period (30 days) you will be paid your full monthly benefit. Thereafter, you will be paid 1/30th of the monthly benefit for each continuous day you remain unable to work due to accident, sickness or involuntary unemployment (if unemployment cover is selected). Payments will be monthly in arrears.

Is there anything I won't be covered for?

The main instances when you will not be covered are:

• a self-inflicted injury, being under the influence of, alcohol or drugs;
• any condition, injury, illness, disease, sickness or related condition which you knew about (or ought reasonably to have known about) at the policy start date; or, for which you sought or received advice, treatment or counselling from any doctor during the 12 months immediately before the policy start date;
  
  This exclusion does not apply if you have been continuously insured and you have been symptom free and have not consulted a doctor or received treatment for the condition in the 12 months immediately prior to your claim.
• normal pregnancy, miscarriage or abortion
• any condition of a mental or nervous origin unless certified and under the continuing care of a consultant psychiatrist;
• backache or related conditions unless there is supporting medical evidence. Such evidence may be a report from an appropriate consultant or from your doctor in either case an MRI, CT scan or equivalent, may be required
• In addition, in the case of a disability claim you must:
  
  (i) be under the regular care and attendance of your doctor; and
  
  (ii) be prevented from working only as a result of the disability.
• If you have also selected unemployment cover the main instances when you will not be covered are:
  
  (i) unemployment resulting from any condition excluded under the disability exclusions;
  
  (ii) if at the start date you knew you would become unemployed or you had reason to believe that you might become unemployed;
  
  (iii) if you are made unemployed or are told that you will be made unemployed within 60 days of the start date (for new borrowers) or 120 days (for existing borrowers);
  
  (iv) if your work was seasonal, casual or temporary or unemployment is a regular feature of your work;
  
  (v) if you resign or you accept voluntary unemployment;
  
  (vi) if you lose your job because of misconduct, fraud or dishonesty.
  
  

A full list of exclusions is provided in the policy.

Our Customer Service

We take great pride in the quality of service that we deliver to our customers. It is always our intention to provide a first class standard of service. However, any complaints you may have regarding this insurance cover should be addressed to:

Customer Relations Manager
helpucover
Pinnacle House, A1 Barnet Way, Borehamwood, Hertfordshire WD6 2XX
Telephone : 020 8207 9250

Please quote your policy or claim number so that your enquiry can be dealt with quickly. Should you remain dissatisfied, you should ask for your complaint to be considered with helpucover's internal appeals procedure. Should the matter still not be resolved to your satisfaction you have the right to refer your complaint to:

The Financial Ombudsman Service (FOS)
South Quay Plaza, 183 Marsh Wall,
London, E14 9SR

There are some instances when the FOS cannot consider complaints. This procedure will not prejudice your right to take legal proceedings. This policy is available to UK residents only. We are covered by the Financial Services Compensation Scheme (the Scheme). You may be entitled to compensation from the Scheme if we cannot meet our obligations. This depends on the type of business. Most types of insurance business are covered for 100% of the first £2,000 of a valid claim and 90% of the remaining amount of the loss. Further information about compensation arrangements is available from the Financial Services compensation Scheme, telephone number 020 7892 7300 or www.fscs.org.uk

The parties to this contract are free to choose the law applicable to it. If you live in Scotland, Northern Ireland, the Channel Islands or the Isle of Man you may choose to commence legal proceedings in your local courts. In any other cases unless there is agreement to the contrary English law will apply.

The helpucover plan is underwritten by Pinnacle Insurance plc.

This policy is available to UK, Isle of Man or Channel Island residents only.