FAQ’s


A typical Payment Protection Insurance policy (sometimes referred to as ASU – Accident, Sickness, Unemployment Insurance) will pay (protect) your financial commitments such as mortgage repayments after your income/salary stops due to redundancy/unemployment, accident/disability or sickness and continues to pay for up to 12 months.

First Call Payment Protection Ltd (First Call) offers a range of payment protection products which include:

Cover options available are: Accident & Sickness (AS) cover: Accident, Sickness and Unemployment (ASU) cover or Unemployment only (U) cover.

The length of time that you will have to wait before the monthly benefits is made will depend on the EXCESS period you have selected. In all cases you need to have been unable to work for at least 30 days.

Yes, it is very easy. Simply follow these straight-forward steps:

  1. Select the product you need (Mortgage, Salary/Income Payment, Bill, Car, Loan or Rent)
  2. Enter the benefit amount you require and press “get quote”
  3. Decide on the excess you need
  4. Think about how long you can manage your finances for before the payment protection needs to start to pay your mortgage/loan/rent/bills
  5. Complete the easy and quick online application form

Once completed and submitted, the details will be reviewed by a member of our staff. Once assessed and if accepted, you will receive your policy documents.

Payment Protection Insurance (PPI) can provide worthwhile cover against unexpected changes in your personal circumstances, but bear in mind and make sure you clearly understand the limitations and exclusions that apply to the Payment Protection policy available from our Important Documents page.

Impartial helpful advice is available from the Money Made Clear website: www.moneyadviceservice.org.uk

Full details of the cover options available from us are detailed on our Important Documents page.

You cannot rely on state help to cover your mortgage or other payments/financial commitments if you cannot work. For mortgages taken since October 1995 there is no help for the first nine months of unemployment or disability.

Even if you took out your mortgage before October 1995 state help is only available if you qualify for Income Support.

In the event of a claim, please contact us directly at First Call to register your claim. We will guide you through the process and send you a claim form.

Your completed claim form should then be sent to The Claims Administrators, who deal with all notified claims matters.

The claims notification line is: 0333 200 4866 or 01934 529420

For a disability benefit claim your doctor and your employer must be asked by you to fill in the relevant sections of the form.

For a claim for unemployment benefit you must arrange for your previous employer to complete the claim form.

Please note, a claim cannot start until after any Payment in Lieu of Notice has ended, and you have registered as unemployed with the Job Centre.

The date when you can start to receive payment protection benefits under a policy will depend on the excess period you have selected.

The Payment Protection excess period is the length of time you have to wait before you can make a Payment Protection claim and determines when the monthly benefit can be paid/received under the terms of the policy.

In all instances you cannot make a claim until you have been unable to work for at least 30 consecutive days, even if you select a ‘0 Days’ excess period.

You decide what period is right for you, choosing between the four excess periods stated below

excess-table

Please note ‘0 Days’ excess period is sometimes referred to as ‘Back to Day 1’ cover by other Payment Protection Insurance Providers. You are responsible for any of your monthly outgoings due for payment in the excess period you have selected. Once we have started making payments to you, it is your responsibility to ensure your monthly outgoings are paid.

The initial exclusion period applies at the start of a policy and only to unemployment claims.

For First Call Payment Protection Insurance (PPI) this means the first 120 days are excluded from the start date of the payment protection insurance cover for unemployment claims (only).

If you have a policy in force with another PPI provider and wish to take on one of our policies, in most cases, subject to terms and conditions, we can waive the initial exclusion period.

You decide what period is right for you, choosing between the four excess periods stated below

Yes, you can cancel the payment protection policy within 30 days of taking it out and get a full refund of any premium paid provided no benefit has been paid.

After 30 days from the start date of your policy you may cancel at any time by giving 30 days’ notice to First Call Payment Protection Ltd, in which case as premiums are paid monthly there will be no refund of premium paid.

The “excess period” is chosen by you and is the length of time that you will have to wait before you can make a payment protection claim. Your choice will determine when the monthly benefit can be paid/received under the terms of the policy. Whatever period you select you cannot make a claim unless you have been unable to work for at least 30 consecutive days.

The “initial exclusion period” is something that applies to all payment protection policies regardless of the provider. However it only applies at the start of the contract to unemployment claims and it states the period during which no claim can be made. See What Is The “Payment Protection Initial Exclusion Period”.

If you have an existing payment protection policy you can switch to First Call Payment Protection. Additionally, we will waive the initial exclusion period that applies to unemployment claims providing you meet the following conditions:

It is important that you do not cancel your existing policy until your application for payment protection insurance has been accepted and policy documents have been issued.

In the event of a claim during the Initial Exclusion Period you will be asked to provide evidence of your previous payment protection insurance policy and should it become clear that the monthly benefit under your First Call Payment Protection exceeds that of your earlier policy we will pay up to the original monthly benefit under your original policy.

IMPORTANT! Before you change provider check the First Call Payment Protection policy meets your needs as the cover may not be the same as your existing policy. For further details please see our Important Documents.

You certainly DO NOT have to buy Payment Protection Insurance from your own lender – the cover is entirely optional, and you are under no obligation to buy.

You are free to buy the most competitive and suitable Payment Protection Insurance product to meet your needs from any provider.

Yes, you can apply for cover but there are restrictions that will apply and it is important that you satisfy yourself that cover is right for you.

For clarification we define self-employed as meaning you are working alone, or in partnership with others in the UK for remuneration or profit, registered with HMRC as Self-Employed, and paying Class 2 National Insurance Contributions (or being credited in respect of such contributions) and being assessed for Income Tax under Schedule D Case I or II.

If you are self-employed, monthly benefit will only be payable under the unemployment section of cover if you have ceased to trade. If you are a company director, your company must have been wound up by a creditor who is not a director of that company.

We will consider an unemployment claim if you can provide the following evidence that you are:

  • required to care for a partner or relative and
  • you are registered with your local Social Services Department as a Carer and are in receipt of or awaiting Carers allowance from the Department of Work and Pensions or any subsequent equivalent.

If you are self-employed, monthly benefit will only be payable under the unemployment section of cover if you have ceased to trade. If you are a company director, your company must have been wound up by a creditor who is not a director of that company.

We will pay your monthly benefit as defined in your schedule and in respect of the Excess Period you selected.

Please note: Carer Cover only applies if your Schedule shows that you have chosen Unemployment Cover.

​​No. Please refer to the policy wording Section D Unemployment Cover – Section 8. Carer Cover.

​​No. Please refer to the policy wording Section D Unemployment Cover – Section 8. Carer Cover.

We review Your Policy annually and any changes we wish to make will take effect from the anniversary of your Policy Start Date each year. Following the review, we can make changes to the Policy cover and/or terms and conditions of insurance to reflect changes in the cost of providing this cover in the future.

​​Premiums may go up or down, or remain unchanged as a result of this review. The Policy cover and terms may also change as a result of this review.

​​There is no limit on the size or type of these changes.

​​We will notify You in writing at least 30 days before the anniversary date of Your Policy Start Date each year.

For each review We will take a fair and objective view on the likely future cost of providing this cover by considering:

  1. Our experience and expectations of the cost of providing this product and/or similar insurance products; and
  2. Widely available economic information such as rates for inflation, interest and unemployment; and
  3. Changes in law, regulation and taxation.

​​The only exception to this would be in the event of a change in:

  1. Law, regulation, taxation ; and/or
  2. recommendation of an Ombudsman

​​which We need to implement prior to the review.

Any review will not be directly affected by whether You have made a claim or not.

We aim to provide you with a high level of customer service at all times but if you need to complain our Complaint Procedures are available as a download document from our Important Documents section of this website

If you still are not satisfied with our response you may be entitled to refer the matter to the Financial Ombudsman Service (FOS). For further information about the FOS and eligibility to refer a complaint to them you can visit the FOS website : www.financial-ombudsman.org.uk.

Any changes in your circumstances should be notified to First Call Payment Protection as soon as possible. The amount of benefit that you will receive in the event of a claim is linked to your normal income and other elements of your personal circumstances depending on which policy you have selected, so it is important that you tell us of any changes.

If you don’t notify us it may mean that your policy could become invalid and that it does not operate in the event of a claim or may prejudice your level of cover.

You must immediately advise First Call Payment Protection if any of the following circumstances change, at any point during the period of cover:

  • You change jobs or employers, or change Your Working hours;
  • You change from being Employed to Self-Employed;
  • You stop Working or Permanently Retire;
  • You are convicted of a criminal offence, or receive a police caution;
  • Your earnings reduce;
  • You are no longer a permanent lawful resident of the UK;
  • You change your address;
  • You have insurance cancelled, or declined, or withdrawn or terms applied by another insurance provider.
  • You are no longer a signed party on the mortgage agreement for Your main residence, or You settle the mortgage for Your main residence ( if you have a Mortgage Payment Protection policy with us ).
  • You start a business from your property (if you have a Mortgage Payment Protection policy with us).

Your Policy Schedule will confirm what cover you have selected and the main features and benefits of the payment protection policies, along with the cover and exclusions can all be found in the key facts policy summary and the policy document which are available to read or download on our website.

If you do have any further questions please ask us :

Email : enquiries@fcppl.co.uk

Call 0333 200 4866* or 01934 529420

We welcome customer feedback and are always trying to improve our service and product range so we’d love to hear from you.

Yes, we will pay Monthly Benefit if you suffer Accident/Sickness during the Period of Cover, subject to the policy Terms and Conditions, even if You receive or continue to receive pay from Your Employer.

We will pay the Monthly Benefits until the earliest of the following dates:

For Accident and Sickness claims –

  • The date when you stop being unable to Work due to Accident/ Sickness; or
  • The date when you do not give Us proof that you are unable to Work due to Accident/Sickness; or
  • The date when you return to Work; or
  • The date when we have paid the maximum number of Monthly Benefits in total for Accident/Sickness claims as stated in the Schedule; or
  • The End Date.

For Unemployment claims –

  • The date when you stop being Unemployed or do not provide proof that you are Unemployed; or
  • The date when you return to Work; or
  • The date when we have paid the maximum number of Monthly Benefits in total for any one Unemployment claim as stated in the Schedule;
  • The End Date.

Yes. If you make a valid claim all monthly benefit(s) will be paid directly to you.

Yes – but you will not be able to make a claim for a medical condition you were aware of, or should have been aware of, that existed at the time you took out the policy, or within the previous 12 months i.e. a pre-existing condition, unless certain conditions are met. However you will be able to claim for new illnesses that occur after you take out the policy and are not related to a pre-existing medical condition.

You may still apply for cover but if you are aware, or it is common knowledge that your employer has announced plans to be acquired by, acquire or merge with another organisation, restructure their business or has announced redundancies are likely, we must bring to your attention that your ability to claim for unemployment will be affected.

Please refer to the policy wording Section D exclusion 6.2 to 6.5

If you are Self-Employed, you must also have Ceased to Trade and if you are a Company Director, your company must have been wound up by a creditor who is not a director of that company.

Additionally you must be:

  • The date when you stop being Unemployed or do not provide proof that you are Unemployed; or
  • The date when you return to Work; or
  • The date when we have paid the maximum number of Monthly Benefits in total for any one Unemployment claim as stated in the Schedule;
  • The End Date.

Yes, you can still apply although there are certain conditions if you are on a fixed term contract.

You must have been in continuous Employment either on a yearly contract which has been renewed at least once or on a renewable fixed term contract with the same employer for at least 2 continuous years.

Please refer to the policy wording Section D exclusion 9.

We do not offer joint cover, so if 2 or more persons wish to be insured each person must make a separate application.

You can make changes to your policy at any time, not just at annual review. We do not charge an Admin fee to alter your policy, and any member of the team will be able to assist you if you want to discuss any changes you would like to make. Please feel free to contact us:

Email: enquiries@fcppl.co.uk

Call 0333 200 4866* or 01934 529420

Please note, any changes made may lead to an additional endorsement being applied to your policy and may affect your monthly premium amount.

You can make changes to your policy at any time, not just at annual review. We do not charge an Admin fee to alter your policy, and any member of the team will be able to assist you if you want to discuss any changes you would like to make. Please feel free to contact us:

Premiums may go up or down, or remain unchanged as a result of your Annual Review. The Policy cover and terms may change as a result of this review.

Please see the FAQ ‘What is the Annual Review ?’for more information on this.

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