COVID-19 Information & FAQs

Monument Re Limited (“Monument”) statement on the coronavirus (COVID-19) outbreak

In light of the global COVID-19 pandemic, Monument would like to take this opportunity to reassure its stakeholders that our dedicated business continuity plan is in place to minimise disruption to our operational activities. The majority of our staff are now working from home and we continue to follow the recommendations and guidance from Governments and national authorities in the countries where we conduct business.

How to contact us

The most efficient way of contacting us is via the Contact Us page on our website.

Response times

Monument and its group entities will endeavour to continue to meet standard response times for enquiries and payment processing, although delays are possible due to the prevailing circumstances.
Please continue to check our website for the latest updates.

We thank you for your patience and understanding during these unprecedented times.

Monument’s financial position

Monument is well capitalised in excess of the levels required by regulation and we are confident in our ability to continue meeting our commitments to all our customers.

Frequently Asked Questions

COVID-19 Related Claims – Frequently Asked Questions for: Payment Protection and Income Insurance Policies.

The answers below are designed to provide guidance on our approach to certain claim scenarios in reference to Coronavirus (COVID-19).

Your policy document will provide details of what you are covered for, so please review this alongside the FAQ’s below.

Please also bear in mind that your policy will have a qualifying period. We would ask you not contact us to register a claim unless you have exceeded that initial qualifying period. This is the number of days that you must be unable to work through accident, sickness or unemployment before you are able to claim.

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How do I contact your claims team?

You can call our customer service department team on 0800 056 1414.

Please note: We are currently experiencing unprecedented demand in our Customer Service call centres which means that wait times to speak with a Customer Service Representative can be quite long.

If I have a confirmed case of COVID-19, can I claim on my policy?

If you have accident and sickness benefit on your policy and you are absent from work due to a confirmed case of COVID-19, or any other illness, you may have a valid accident and sickness claim. You will first be required to have met your ‘qualifying period’. The qualifying period is the minimum length of time you must be sick in order to make a claim on your policy. If you are still sick at the end of the qualifying period, then you may have a valid claim. Please see your policy document in relation to your specific qualifying period as these can vary.

If I have a confirmed case of COVID-19 and I claim successfully on my policy, when do I get paid?

When all the required evidence has been received, and your claim has been assessed and approved, payment will commence. Our Claims Team are dealing with claims in the order in which they are registered with us and we aim to deal with them as quickly as we can.

If you provide a contact phone number, you can elect to receive text messages updating you on the progress of your claim to keep you fully informed.

Depending on your specific policy conditions, payments may be ‘effective’ from your first day of illness, or from the end of your qualifying period. This will be confirmed in the communications you receive from us. Your initial payment will include any “catch-up” amount applicable since the effective date, thereafter payments are made monthly.

If I am self-isolating or restricted from visiting my doctor due to being ill, how can I get the evidence I need to support a claim?

The normal evidence required is certification from your doctor that you have been ill and remain so at the end of the qualifying period. In the current circumstances, we will accept an e-mailed copy of the sick note from your doctor as initial evidence of illness. We will also accept the isolation note that is provided following the NHS111 COVID-19 questionnaire as evidence of sickness.

All claims are reviewed and recertified monthly once in payment and further evidence will need to be submitted to continue to claim. We will continue to monitor evidence requirements given the current circumstances and will advise you if evidence requirements change.

In what circumstances can I claim for unpaid leave?
If you are employed:
Firstly, you cannot claim for unpaid leave. Cover is provided for involuntarily unemployment, i.e. your contract has been terminated by your employer. As long as unemployment is not as a result of your actions then subject to the terms of your cover, you are likely to be able to claim once you are registered as unemployed with Jobcentre Plus. Under normal circumstances in order to make a claim you are required to demonstrate that you are actively seeking work, however, in light of the current COVID-19 restrictions we have temporarily waived this requirement. We will continue to review this in line with UK Government guidelines and will advise you of any changes.

If you are employed but on furlough:

If you have been sent home from work but remain employed through Furlough, unfortunately the cover doesn’t apply here, and you are unable to claim.

Furlough Explained: Under new rules from March 1 and running for at least three months, companies can now furlough employees rather than make them unemployed. Through this scheme, the government will pay up to 80 per cent of people’s wages, up to a maximum of £2,500 per month. Anyone working in a full-time job (or on a PAYE basis) on March 19 can be furloughed. This includes people on zero hours contracts or those working flexibly. Unfortunately, it does not apply to people that might have switched jobs between the end of February and the government announcement.

If you are self-employed:

Cover is typically provided if you’re unable to find sufficient work to meet your needs. In most cases, depending on the cover you have purchased, you can only claim if you have permanently or temporarily ceased to trade. However, in light of the current COVID-19 restrictions we have temporarily suspended the requirement to have ceased trading. This is for an initial period of 3 months from 21st March 2020 and will be reviewed in line with UK Government guidelines. You will also need to register as unemployed with Jobcentre Plus. Please refer to your policy for the exact details of your cover.

Note: Where appropriate, we will backdate claims to commence payment from the later of the date of closure of your business and 21st March 2020. The policy deferred period still applies. This is the number of days that you must be unable to work through accident, sickness or unemployment before you are able to claim. Your deferred period will be noted in your policy document.

 

Can I make a claim if I have to self-isolate?

If you are employed or self-employed:
Cover is provided if you have been certified unfit to work by your doctor or you have received an isolation note through the NHS111 COVID-19 Questionnaire.

Cover is also provided if you have suffered involuntary unemployment and are registered for Jobseeker’s Allowance, or Universal Credits. If you are self-isolating, then you will not be able to claim unless you meet the above requirements.

 

Can I claim if I have to stop work to care for a member of my family?

If you are employed or self-employed:
For customers with Mortgage Care and Barclays Income Insurance products, under the terms and conditions if you have involuntary unemployment cover then you may be able to claim for having to stop work to care for an immediate member of your family. That member of the family would typically be in receipt of a benefit such as Personal Independence Allowance. In these cases, we can consider a claim if you involuntarily stop work to become a Carer and you are registered with the Department of Work and Pensions. Please check your policy terms and conditions to check if this benefit is applicable.

This benefit does not apply on other products.

 

When I have registered my claim over the phone, what happens next?

You will receive a Statement of Claim Form including the details you have provided to us in the post.

You should review and confirm that the information on the form is correct, sign it and return it to us.

You should enclose the requested evidence with this. If you would like to send this evidence via e-mail you can use the following e-mail address: MonumentClaims@monumentinsurance.co.uk

How will I be kept up to date with progress on the processing of my claim?

We will write to you at your home address to keep you updated on the progress of your claim. At the claim registration stage, we will also offer you the option of SMS messaging to communicate with you and to keep you updated on the progress of your claim. This text messaging service will allow us to advise you of each stage of your claim so that you are kept fully up to date with its progress. We will also use this to acknowledge receipt of any communications or evidence from you relating to your claim.

Note: this is a No Reply text messaging service, for which you are not charged. For any queries you should contact our Customer Service Team on 0800 056 1414, please have your claim reference number with you when you call.

Where you have not provided us with your contact phone number, we will contact you by post.

I am not sick, but have underlying health problems which make me vulnerable to COVID-19, can I make a claim?

In order to make a claim on an accident and sickness policy, you must be certified as sick and unable to work by a doctor, and the duration of this must exceed the qualifying period on your policy. In order to make a claim for unpaid leave, you must be unemployed and able to provide evidence of this.

I am not sick, but have been asked by the state to ‘cocoon’, i.e. not leave my home so I am unable to work can I make a claim?

In order to make a claim on an accident and sickness policy, you must be certified as sick and unable to work by a doctor, and the duration of this must exceed the qualifying period on your policy.

In order to make a claim for involuntary unemployment, if you are employed you must have been made unemployed and able to provide evidence of this; if you are self-employed then as you have been directed to temporarily ceased trading, you may be in a position to claim.

I am not sick, but have a close family member who has health issues which make them vulnerable to COVID-19 – can I make a claim?

In order to make a claim on an accident and sickness policy, you must be certified as sick and unable to work by a doctor, and the duration of this must exceed the qualifying period on your policy. In order to make a claim for unpaid leave, you must be unemployed and able to provide evidence of this.

My parent / partner / family member is in hospital with COVID-19, or is too ill to make their own claim, can I make a claim on their behalf?

If a customer would like a family member to act on their behalf this can be agreed over the phone verbally or in writing from the policyholder assuming the relevant ID and address verification checks are passed successfully.

Can I make multiple claims on the same policy at the same time?

You may only claim against one benefit at a time on your policy. If you are out of work due to illness, you may claim under your accident and sickness benefit however you must be employed to claim this benefit. If you have been made involuntarily unemployed, you may have a valid unemployment claim. These are separate benefits and cannot be claimed against at the same time.

If I have taken a payment holiday on my Barclays Mortgage, Loan or Credit Card, can I still make a claim on my policy?

If you meet the criteria for making a claim then yes. Your terms and conditions allow for claim payments to be made even if you are taking a payment holiday from your Mortgage, loan or credit card. A successful claim will provide you with funds to help you to continue to pay any outstanding balance on your Mortgage, loan or credit card even if you have taken a payment holiday.

I’ve read the FAQs and I still have questions?

You can call our customer service department team on 0800 056 1414.

Please note: We are currently experiencing unprecedented demand in our Customer Service call centres which means that wait times to speak with a Customer Service Representative can be quite long.

CONTACTS

Monument Re

Crown House
4 Par-la-Ville Road
Hamilton HM08
Bermuda

+1 441 400 9300

Monument Life Insurance DAC

Two Park Place,
Upper Hatch Street,
Dublin 2
Ireland

UK 0800 0969 127
Spain 902 12 72 72

Monument Assurance Belgium

Koloniënstraat | rue des Colonies 11
1000 Brussel | Bruxelles
Belgie | Belgique

+32 (0) 78 050 006

Monument Assurance Luxembourg S.A.

5, rue Eugène Ruppert
L-2453 Luxembourg

+352-264 98 1

Monument Insurance DAC
Monument Assurance DAC

Two Park Place,
Upper Hatch Street,
Dublin 2
Ireland

Inora Life DAC

Two Park Place,
Upper Hatch Street,
Dublin 2
Ireland

+353 15337596

Robein Leven NV

Noordeinde 35
2514 GC
The Hague
Netherlands

070 376 66 66

Nordben Life and Pension Insurance Co. Limited

OLD bank chambers
La grande rue
st martin
Guernsey
GY4 6rt

 

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