Claims Guidance for Mortgage Payment Protection Insurance

We administer claims for MortgageProtector on behalf of our underwriter, Aviva Insurance Limited. Claims for MortgageProtector Solo are administered by its underwriter Pinnacle Insurance plc.

Please note: This content does not apply if you have a MortgageProtector Solo policy. If you have a query about your MortgageProtect Solo policy, please Contact Us

Please try to avoid sending your claim form to us until it is complete as this can delay a decision on your claim or the issuing of your benefit payments.

Please allow our claims team time to review your claim. You will be contacted by a claims handler within 5 working days of receipt of your claim form to discuss your claim.

If the claims team require information from a third party please assist them by also asking them to reply to our request as soon as possible. This will help speed up the decision on your claim and stop the claims team having to close your claim after 30 days if they are not able to obtain a response.

The information below details the supporting documentation that we would require to validate your claim. Always return, at the very least, the information requested below with your claim form as without it we cannot proceed with your claim.

For all Claims

• A copy of your latest mortgage statement clearly showing your name, address and your lender details.
• A copy of a bank statement dated around the start of your claim and your latest bank statement clearly showing your mortgage payment and your name and address.

Specifically for Unemployment Claims

• Evidence from the Job Centre confirming you have a Job Seekers Agreement and the date the agreement commenced. Please ensure the form is completed fully with all the correct dates of your registration and is signed and dated by the Job Centre Official with an official stamp.
• If you are not in receipt of a Job Seekers Agreement we will require a copy of the letter confirming why and evidence of the benefit you are in receipt of
• A copy of your P45 and severance letter issued at the end of your employment
• A copy of your contract of employment
• If you are a CIS card holder please provide evidence of this in the form of:
  • Your CIS card
  • Correspondence from H M Revenue & Customs on their letter head, displaying your CIS card number along with evidence from H M Revenue & Customs of your de-registration with them.
• The Employer section of claim form fully completely by your former employer, or if the company you worked for is in liquidation, the liquidator appointed to deal with their affairs
  Please note: If your former employer or liquidator does not have a company stamp please make sure they enclose a signed company compliment slip or letter head with your claim form. This will avoid the need for the claims team to contact them to verify the details which could result in an unnecessary delay to your claim.

While your unemployment continues

• You must maintain your Job Seekers Agreement throughout your period of claim in order for your claim with us to continue.
• We need you to complete and return a Continuation of Unemployment Certificate each month. We will provide a copy of the form for completion to you each month when we process a payment so you have it in advance of your next payment due date to avoid any delays.
• We will accept each certificate if it is completed and signed no more than 3 days before your payment due date. If the form is signed any earlier we will not be able to process your payment.
• You will need to supply us with the job search information and evidence requested on the certificate.
• You will need to supply us with a bank statement every 2 months showing your mortgage payment being made and your unemployment benefit being paid into your account. Please blank out any other amounts contained in your bank statement, other than the amounts requested and only leave visible the final 4 digits of your bank account number.

When you return to work

• When you return to work, please complete the relevant question in Section 4 of the certificate and return along with a copy of the P45 issued by the Job Centre confirming the end date of your claim with them. We will then calculate the final payment due.

It is essential that each certificate is returned fully completed and signed. Please ensure that all correspondence to evidence your job search is also enclosed. If we do not receive all of the information we request each month we will be unable to process your monthly benefit payment.

You must inform us if your personal circumstances prevent you from actively seeking employment during your claim or if you have any break in your Job Seekers Agreement.

If you are Self Employed

• A copy of your latest self assessment tax calculation that you have received from H M Revenue & Customs clearly showing your declared income.
• Evidence from H M Revenue & Customs of the permanent cessation of your business.

Specifically for Accident & Sickness Claims

• Sick notes issued by your doctor in relation to your current period of absence. Please make sure the sick notes run consecutively as this may delay your payments whilst we verify with your doctor and employer that you have been off continuously.
• Employer section of claim form fully completely by your employer.
  Please note: If your employer does not have a company stamp please make sure they enclose a signed company compliment slip or letter head with your claim form. This will avoid the need for the claims team to contact them to verify the details which could result in an unnecessary delay to your claim.
• Doctors section fully completed by your doctor. Please make sure that all the sections are completed along with the relevant dates and that your doctor has signed and stamped the form.

If you are Self Employed

• Copies of correspondence, invoices, accounts from the time immediately prior to your claim date to show you were working at the time your accident/sickness occurred

If you are unable to provide any of the requested information please contact us and we will confirm what alternative information you can provide.

Contact Us How to Claim