Frequently Asked Questions (FAQ)

We always aim to provide a high standard of care in all our services. Our customer views are important to us and help to ensure our services are consistently meeting people’s needs. If you are unhappy with any of our services, it is important that you let us know.

1. Can I receive my insurance policy documents in language other than English? ⇩

Your policy documents from the insurer will be in English. We offer help in case of any doubts and enquiries. Supporting documents sent by Profit Tree Finance Ltd may be in your first language.

For more information please contact the head office on +44 020 7183 3604 or send us an email at support@profittree.co.uk.

2. How to report changes e.g. address, surname, bank account number? ⇩

In the case of changing any data, please send information by email at support@profittree.co.uk or alternatively contact the head office on +44 020 7183 3604.

3. Leaving the UK: can I keep my policies? ⇩

Yes, you can. Keeping policies of LC (Life Cover) and CIC (Critical Illness Cover) type is possible, provided that the premium will be debited from a British bank account. In the case of IP policy (Income Protection), please ask your consultant or our office. Policies of this type operate outside the UK only for a limited period of time.

For more information please contact the head office on +44 020 7183 3604 or send us an email at support@profittree.co.uk.

4. Changes in health condition: when and why to report? ⇩

In the case of any change in health condition or obtaining a referral to a doctor BEFORE THE POLICY START DATE – you MUST report it by email at: info@profittree.co.uk, alternatively by phone via a consultant or to the head office on +44 020 7183 3604 (in the case of a telephone contact, please ask for the confirmation of the change to be sent to your private email).

5. Can the insurance premium increase? ⇩

Yes, it can. Its amount can increase:

 • If you have a “reviewable premiums” policy;

 • If the premium is not guaranteed (so called “guaranteed premium”);

 • If the premium has an indexation option activated, i.e. increase in premiums related to annual inflation rate. This option can be deactivated.

In IP (Income Protection) policies, the premium usually grows annually – it is related to the client’s age.

For more information please contact the head office on +44 020 7183 3604 or send us an email at support@profittree.co.uk.

6. Can I change the policy conditions (duration, sum insured)? ⇩

The sum insured can be lowered at any time thus reducing the premiums. It is possible to increase the sum insured if the policy has a Guaranteed Insurability Option (GIO) i.e. a guarantee to increase the sum insured. This option can be used in case there has been a change in the life conditions/circumstances e.g. buying a house, higher earnings, birth of a child. The change can be made regardless of the health condition, however the contact with the insurer to confirm the policy conditions is recommended.

For more information please contact the head office on +44 020 7183 3604 or send us an email at support@profittree.co.uk.

7. Will the sum insured in a life policy be paid in the event of suicide? ⇩

Yes, it will, provided that a year or up to two years have elapsed after the policy start date (it depends on the insurer) and all the information included in the policy is correct and true.

Suicidal thoughts can be a sign of depression or other serious psychiatric disorders, which can be treated and successfully healed. Rembember, you are not alone! Click here to find out more.

For more information please contact the head office on +44 020 7183 3604 or send us an email at support@profittree.co.uk.

8. Does the policy include children? ⇩

Most CICs (Critical Illness Cover) also include children within the price paid for the adult’s/ parent’s policy. It is mostly a maximum of up to £ 25,000 or 50% of the insurance sum indicated in the parent’s policy. Please note that diseases that existed before the policy start day will not be taken into account. A certain low percentage of policies on the market does not include children in the policy. You should always refer to the GTC (general terms and conditions of the policy).

For more information please contact the head office on +44 020 7183 3604 or send us an email at support@profittree.co.uk.

9. Can I have insurance after a serious illness has been diagnosed? ⇩

Insurance is paid with age and health – this is an apt statement. Insurers are very careful in insuring those who have undergone serious illnesses. Therefore, it is possible, but the insurer will take into account factors such as:

• when the disease occurred,

• how serious it was,

• whether the disease was cured.

For more information please contact the head office on +44 020 7183 3604 or send us an email at support@profittree.co.uk.

10. Is the baby protected during pregnancy? ⇩

In insurance policies, most insurers provide coverage also for babies during pregnancy (please verify from which week it applies), however, some insurers provide protection from the first day or not earlier than 30 days after baby is born. You should always refer to the GTC (general terms and conditions of the policy).

For more information please contact the head office on +44 020 7183 3604 or send us an email at support@profittree.co.uk.

11. Can I suspend payment of insurance premiums? ⇩

In LC (Life Cover) or CIC (Critical Illness Cover) policies, you can not suspend payment of your premiums. However, in IP policies (Income Protection) it is usually possible. You should always refer to the GTC (general terms and conditions of the policy).

For more information please contact the head office on +44 020 7183 3604 or send us an email at support@profittree.co.uk.

12. Will my policy cover all fractures? ⇩

No, it will not – you should always refer to the GTC (general terms and conditions of the policy). Most policies will not cover fractures of your fingers or toes. The fractures known as “stress fractures”, i.e. those that arose as a result of an ongoing regular / mechanical load – not sudden as in the case of a standard fracture – are usually the disputable ones.

For more information please contact the head office on +44 020 7183 3604 or send us an email at support@profittree.co.uk.

13. If I quit smoking or start smoking, will my premiums change? ⇩

Insurance premiums are much higher for smokers! If someone used to smoke but no longer smokes (for at least 12 months, with some insurers a longer period applies), it is worth to ask a consultant to recalculate the premium. If someone started to smoke after the policy start date, it does not affect the premium’s amount. When calculating the risk, the amount of the premium was calculated for a non-smoker and will remain so.

For more information please contact the head office on +44 020 7183 3604 or send us an email at support@profittree.co.uk.

14. What can I do if I'm not sure about my medical records? ⇩

The recommended procedure is to provide a copy of medical records taken from your current GP doctor. Some GPs have the option to download/submit the medical records via the Internet. You should check this with your GP. Please note that the absence of correct medical information on the insurer’s application may result in problems with the payment of the benefit.

For more information please contact the head office on +44 020 7183 3604 or send us an email at support@profittree.co.uk.

15. Can I cancel the policy? ⇩

Yes, you can. However, you must remember that you lose the opportunity to receive the insurance benefit which can save your and your family’s future. It is best to inform the consultant and insurer and suspend payment from the account.

For more information please contact the head office on +44 020 7183 3604 or send us an email at support@profittree.co.uk.

16. How to make a complaint? ⇩

The procedure for submitting a complaint can be found on our website under the contact icon. It explains how to proceed in case of wishing to make a complaint.

Dissatisfied clients may also contact the head office on +44 020 7183 3604 or send us an email at support@profittree.co.uk.

17. I have arrears in paying premiums: what should I do? ⇩

You should immediately contact the consultant, the head office or send an email to CSD@profittree.co.uk and ask for contacting you.

18. I have forgotten to report a disease: what should I do? ⇩

In the situation of missing information on diseases/unreported diseases (which you have forgotten to mention) please write at info@profittree.co.uk with the request to add missing information on diseases. The client can directly contact the insurance company, consultant or our office. Information on acceptance of the client’s instruction regarding the correction of the application should be sent to the client’s email as a confirmation of receipt of the instruction. Please note that a correctly completed medical analysis is a prerequisite for insurance benefit payment.

For more information please contact the head office on +44 020 7183 3604 or send us an email at support@profittree.co.uk.

19. I do not have a GP: can I have insurance? ⇩

There is often no GP (General Practitioner) requirement to conclude insurance, but it is a requirement at the time of making the claim for payment under your policy. Therefore, having a GP is often a condition for buying insurance. Some insurers require a certain amount of time (e.g.: 2 years of having a GP in the UK) before they accept the client.

For more information please contact the head office on +44 020 7183 3604 or send us an email at support@profittree.co.uk.

20. Can I indicate the person who will receive the sum insured after my death? ⇩

Yes, you can. The people to whom you want to transfer money should be indicated in the Trust document. In the situation of civil partnerships, the Trust document may be the basis for the benefit payment. In the absence of the Trust document, the benefit will be transferred in accordance with the provisions of the inheritance law.

For more information please contact the head office on +44 020 7183 3604 or send us an email at support@profittree.co.uk.

21. Why is it advisable to have your insurance policy included in the Trust document? ⇩

First of all, you are sure that the persons indicated in the Trust document will receive the benefit (it does not have to be a member of your family). The payment of the benefit is made faster then. The received amount is not subject to inheritance tax.

For more information please contact the head office on +44 020 7183 3604 or send us an email at support@profittree.co.uk.

22. How can I report a claim? ⇩

Profit Tree Finance understands that clients need support when making a claim. We have a special service for our clients wishing to make a claim. Please contact us by email at claim@profittree.co.uk requesting a contact or by phone on +48 44 0207183 4392, alternatively contact a consultant.

23. How long do I have to wait for the benefit payment? ⇩

The time of receiving the benefit payment in case of a damage/injury often depends on the GP doctor, who must send the documents to the insurance company. When the insurance company receives the last necessary portion of documentation, the benefit is transferred within 4-6 business days. The whole process usually takes between 4 to 6 weeks.

For more information please contact the head office on +44 020 7183 3604 or send us an email at support@profittree.co.uk.

24. Is it possible that the insurance company will refuse to pay out the insurance benefit? ⇩

According to public statistics, on average in more than 95 % of reported claims under policies in damage/injury cases the benefit is paid out.However, if the insurer, having analysed the GP doctor report (possibly also from a doctor outside of the UK), sees a discrepancy in the information regarding the reported diseases, it may refuse the payment, in particular, if a certain disease – not included in the documentation – is related to the one to which the damage/injury is related. Therefore, all health information must be consistent with this provided to the insurer. It also happens that the health condition to which the damage is related does not coincide with the definition of the disease for which the insurer pays the benefit.

For more information please contact the head office on +44 020 7183 3604 or send us an email at support@profittree.co.uk.

25. What does it mean that there are exclusions on my policy? ⇩

If you have already suffered from a disease or a mechanical injury to your body e.g. broken limbs, the insurer may introduce an exclusion of a given illness, e.g. a previously broken shoulder thus eliminating coverage for this type of risk. That is why it is worth to insure yourself when you are still healthy.

For more information please contact the head office on +44 020 7183 3604 or send us an email at support@profittree.co.uk.