We recently wrote to some customers regarding their mortgage account and a mistake we made on the associated PPI policy. In some cases, when a policyholder was removed from the PPI policy, another policyholder’s level of PPI cover was increased without their consent and they were charged premiums for this higher cover. We are now refunding the increased portion of the premiums these customers were charged by mistake.
If you got this letter the following Q&A may help to answer any questions you might have.
What is PPI?
PPI is an optional insurance product that provides protection for mortgage repayments. It pays out money to help you to cover your mortgage repayments for a period if you cannot work due to accident, illness, involuntary unemployment; or accident, illness and hospitalisation if you are state or self-employed. Terms and conditions apply. The benefits payable depend on the cover selected;
This product is underwritten by AXA France IARD S.A., trading as AXA Partners – Credit & Lifestyle Protection.
Who is eligible for this product?
You are eligible for this product if:
Please refer to your PPI Terms and Conditions.
Why have I received this letter?
When a policyholder was removed from the PPI policy on your mortgage account, we incorrectly increased your PPI cover, or another account holder’s PPI cover, and charged premiums for it.
Another account holder received a refund but I did not. Why did I not receive a refund?
When a policyholder was removed from the PPI policy on your mortgage account, we incorrectly increased the PPI cover of the account holder who received the refund, and charged them premiums for it.
We wrote to you to let you know about the mistake we made. If you believe you should have been refunded you can contact us using the details provided in your letter.
When did you find out about this issue?
We identified this mistake in July 2020. Since then we have investigated all affected customers and calculated any refunds due.
How are you correcting this mistake?
We are writing to each affected customer and refunding the increased portion of PPI premiums we charged by mistake. Where the policy is still in place we are offering these customers the opportunity to review and update their level of PPI cover. We are also writing to any other customers on the account to let them know that we made a mistake which relates to their account.
Has this affected my credit record?
For most customers this mistake does not affect your credit record with the Irish Credit Bureau or the Central Bank of Ireland’s Central Credit Register. However, if your credit record is incorrect, we will correct it. You do not have to do anything.
How are you making sure this mistake doesn’t happen again?
We have updated the internal process which resulted in this mistake.
Has the Central Bank of Ireland (CBI) been informed of this mistake?
Yes, the CBI has been informed in line with our regulatory reporting obligations.
How have you calculated the refund?
We have calculated the refund as follows:
Total refund equals the amount of premiums overcharged and includes compensatory interest.
What is compensatory interest?
Compensatory interest is interest paid by us, to the affected customer for not having access to the money that was overpaid by them.
What are PPI arrears?
PPI arrears refers to any arrears amount on the mortgage account which is directly related to PPI. In some cases we have used your refund to reduce or clear this amount.
Where applicable, we sent any residual refund by cheque.
I have an active PPI policy. Do I need to do anything now?
If you received a PPI declaration form with your letter, you need to complete and return this to us so we can provide you with the correct level of cover that you require.
If you did not receive a PPI declaration form, you don’t need to do anything.
I have the opportunity to keep my current level of PPI cover or to reduce it to the level I had previously asked for. What do I need to do now?
To provide you with the correct level of cover that you require, we ask that you complete and return the PPI declaration form you received with your letter.
If you want to keep your current level of cover of 100%, please complete Option 1. Your monthly PPI premium will remain the same. If you want to reduce your cover to 50%, which is the level you had asked for previously, please complete Option 2. Your monthly PPI premium will be reduced to 50% of your current premium.
The completed declaration form should be returned to us in the prepaid envelope which you received in your letter. If we do not receive the declaration form by the date outlined in your letter, we will reduce your cover to 50%.
What is my monthly PPI benefit?
Your monthly benefit is the amount paid towards your monthly mortgage repayment in the event of a successful claim. This amount, which is outlined in your Certificate of Insurance, depends on the type and level of PPI cover you have. If your level of cover is 50%, a successful claim would pay 50% of the monthly benefit amount towards your monthly mortgage repayment.
I want to change my PPI policy. How do I do that?
If you want to change your cover you can send a written request to:
EBS Insurance Team,
2 Burlington Road,
My PPI policy is closed. Do I need to do anything now?
No, you don’t need to do anything.
Can I cancel my PPI policy?
Yes, PPI is optional, you can cancel it at any time by sending a written request to:
EBS Insurance Team,
2 Burlington Road,
Please note that a cancellation instruction must be signed by all policyholders. PPI is no longer sold in the Republic of Ireland (ROI).
If I cancel my policy/my policy is no longer active, what alternative protection can I get?
If you are concerned about no longer having this protection, you may benefit from a review of your protection needs with either an independent financial advisor, or one of our EBS Advisors to help you make any decisions. If you would like to talk to an EBS Advisor, please contact us or visit www.ebs.ie/insurance/financial-review. You may not be able to take out another PPI policy, as Mortgage PPI is no longer sold in ROI. You can however take out other protection policies, such as income protection or critical illness cover which may cover your financial outgoings if you were unable to work.
My mortgage is nearly finished its term – what happens to my PPI?
Once your mortgage has reached its end date, your policy will end and no further PPI premiums will be charged.
I was not aware I had this policy and as such I did not make a claim when I became sick/unemployed etc. Can I make that claim now?
PPI is provided by AXA Partners. You will need to contact them to find out if you can make a claim now. You can contact AXA Partners on 061 737373.
Who can I talk to if I have a question or want to complain?
If you have a question or want to complain please contact us on 0818 664 014. You can also complain to the Financial Services & Pensions Ombudsman (FSPO). The FSPO seeks to resolve complaints through mediation, or through investigation and adjudication. Information about the services of the FSPO is available from www.fspo.ie.