Lending FAQ

The following information is provided as a general reference to assist you in answering the most common questions regarding coronavirus (COVID-19) and specific products. It is not intended to be all-inclusive, but it is designed to provide general information on the most frequently asked questions.

Risk Background

The coronavirus (COVID-19) has quickly spread globally. Increased headlines and social media posts about growing COVID-19 infections have many credit unions concerned about their ability to continue critical operations while ensuring employee/member safety. Credit union leadership should remain committed to emergency preparedness and business continuity planning. A pandemic crisis can create confusion and potential panic among employees and even leadership.

For the latest information about symptoms, prevention, treatment and other facts, visit the Centers for Disease Control and Prevention (CDC)(opens in a new window) website, the World Health Organization (WHO)(opens in a new window) website, local, state, and federal governments.

Last updated: Tuesday, October 6, 2020

IMPORTANT: COVID-19 is an illness and thus COVID-19 cases will be handled just like any other illness. All claims will be reviewed and decisioned according to the provisions in the member’s credit insurance certificate and/or debt protection contract.

View frequently asked questions related to:

Is coronavirus protected by Credit Insurance and Debt Protection?

  • We always encourage the credit union to submit a claim in the event that they receive notice of a loss.
  • COVID-19 cases would be handled as any other illness under the provisions of the product. A member is not eligible for benefits simply because they have been diagnosed with COVID-19.
  • We would review each circumstance and certificate/contract to determine eligibility for benefits.
  • A quarantine by itself is not a protected life event. Eligibility for benefits would be based on the loss and the terms and conditions of the specific contract.

How is CUNA Mutual enhancing the Disability claims experience during the pandemic?

  • We have updated our member claim portal. As soon as your credit union has filed the initial member claim through Claims Online, members can provide additional claim information via myclaim.cunamutual.com. Members no longer need to wait to receive a text or email with a claim specific link.
  • If your credit union has implemented the Member Claim Registration Portal, your members can continue to file their claim online using the direct link on your credit union’s website. As always, there is no need for you to provide any claim information prior to the member filing theirs.
    • If your credit union has not yet implemented the Member Claim Registration Portal and are interested in learning more, please contact your account team for information.
  • A benefit determination may be made in as little as 3 seconds if no further information or investigation is needed.

COVID-19 has been classified as a pandemic, does this affect Credit Insurance or Debt Protection?

Pandemics are not excluded by either Credit Insurance or Debt Protection. COVID-19 is an illness and thus COVID-19 cases will be handled just like any other illness. All claims will be reviewed and decisioned according to the provisions in the member’s credit insurance certificate and/or debt protection contract.

Does Debt Protection Involuntary Unemployment protect a shut down?

  • All claims will be reviewed and decisioned according to the provisions in the member’s debt protection contract.
  • Generally, members who meet the definition of involuntarily unemployment in the contract because they are out of work due to an unpaid shut down may be eligible for payment cancellation.
  • We always encourage the credit union to submit a claim in the event that they receive notice of a loss.
  • Members who are out of work due to paid shut down will not be eligible for cancellation.

How is CUNA Mutual enhancing the Debt Protection Involuntary Unemployment claims experience during the pandemic?

  • As of April 10, if your credit union has implemented the Member Registration Portal, members can file their claim online using the direct link located on your credit union website.
  • For credit unions who have not implemented the Member Registration Portal, your credit union will continue to file member claims via Claims Online. Once the claim is filed, your members can submit their claim details online by visiting myclaim.cunamutual.com. Members will need to enter their claim number and DOB to submit and view their claim information.
    • If your credit union has not yet implemented the Member Registration Portal and are interested in learning more, please contact your account team for information.
  • myclaim.cunamutual.com is available via desktop or mobile, 24/7
  • A benefit determination may be made in as little as 3 seconds if no further information or investigation is needed
  • At myclaim.cunamutual.com
    • Manage Their Existing Claim
    • View Claims Status & Benefit Details
    • Provide Updates on the Status of Their Employment
    • Upload Documents
    • View FAQs

What applicable protections may exist under Credit Insurance and Debt Protection for COVID-19?

  • Life Protection – Credit Insurance and Debt Protection
    • A member dies as a result of COVID-19.
  • Disability Protection – Credit Insurance and Debt Protection
    • A member meets the definition of disability as written in their certificate/contract including being under the care of a physician and is disabled and unable to work for at least the waiting or elimination period of the certificate/contract, due to COVID-19.
  • Hospitalization Protection – Debt Protection Life Plus
    • A member is hospitalized for 48 hours or longer due to COVID-19.
  • Family Medical Leave Protection – Debt Protection Life Plus
    • A member takes an unpaid leave of absence, for 14 consecutive days, with written approval from their employer, to care for a family member as defined by the Federal Family and Medical Leave Act.
  • Involuntary Unemployment – Debt Protection
    • See above question regarding shut down.

Are members eligible to elect Credit Insurance or Debt Protection in the event they are not working due to the pandemic?

  • Most Credit Disability, Debt Protection Disability, and Debt Protection Involuntary Unemployment plans have actively at work requirements. Eligibility requirements remain in effect during the pandemic. Please see your enrollment form/member contract for details.
  • Short term, low limit, low monthly payment, deferred initial payment loans are generally eligible for payment protection.
  • Exclusionary periods (e.g. pre-existing, suicide, etc…) and vesting periods (e.g. 6 months for Debt Protection Involuntary Unemployment) will still apply to all loans, including those with short terms. As always when offering payment protection products, make sure your members are aware of these exclusionary and vesting periods so that they are able to choose products that best fit their situation.

Can my credit union increase the allowable skip-a-pays for their GAP program?

  • CUNA Mutual supports credit union’s efforts to provide members payment flexibility during this unprecedented time. To show our commitment, we are adding 2 allowable skipped/deferred payments on all active GAP waivers when payments are skipped from March 1 through July 31, 2020.
  • These 2 additional skipped/deferred payments will not count against the maximum allowable skipped payments listed on the GAP waiver. This accommodation is intended to assist you as you work with members to skip/defer payments due to pandemic hardships. *
  • If the allowable number of skipped payments are exceeded prior to a total loss, even when accounting for the additional skips being offered, protection is still active, and the GAP benefit will be reduced only for skipped payments above and beyond the allowable limit.
  • If you are unaware of how many skipped payments your credit union’s program currently includes, reference the GAP Waiver or GAP Product Sheet.
  • Your credit union can increase allowable skip-a-pays at any time. If an increase is made, it will only apply to NEW waivers issued after the change is implemented.

*New York Credit Unions: As a reminder, to support you in offering payment flexibility to your members due to COVID-19 hardships, your GAP program protects loan payments deferred by agreement between the credit union and borrower. Deferments are protected regardless of duration or frequency. To ensure payments that have been deferred are protected, when submitting a claim, you will need to submit proof of agreement (Deferment Agreement, Subsequent Action Form, etc.) between the credit union and borrower indicating the payment(s) that were deferred. Our GAP Waiver Agreements were modeled after the NY law that does not allow for the cancellation of late or delinquent payments as part of the GAP Amount.

GAP Plus’s benefit requires financing a new loan within 120 days after total loss settlement. Can the time limit be extended to accommodate members who are unable to buy a new vehicle due to COVID-19?

Members who are eligible for a Plus benefit that expires between March 1st and September 1st will have eligibility extended until September 30th to provide relief from COVID-19 restrictions.

Where can my credit union go to get information on claims filing and processes?

The Lending Resource Center has a wealth of information regarding claims and administration available for each of our products. Claims process overviews, filing instructions and FAQs can be found in the links below. Please note that the links require access to the Lending Resource Center inside My Services.

Should my credit union and their members expect a difference in claims service due to the pandemic?

  • Our claims service center is fully operational.
  • To accommodate the increased number of claims received by credit unions, Claims Online availability has been extended until 1 am CDST to offer credit unions a larger time period to file claims (for non- Member Registration credit unions only).
  • Credit Union contact information for Lending Claims:
  • Member contact information for Credit Insurance and Debt Protection Claims:

Is there any approved language my credit union can use to let members know about their CUNA Mutual products, and benefits related to COVID-19?

Yes, you may use the following approved language to share product information with your members. This text should not be altered, but may be used on your credit union website, on statement inserts, in newsletters, etc.

  • Credit Insurance
    Important Message For Members With Credit Insurance: If you elected Credit Life or Disability Insurance, underwritten by CMFG Life Insurance Company, on your loan with us and are facing financial troubles due to a covered loss, please contact us to file a claim or discuss what benefits may be available under the coverage. As part of the same community, (CU name) is committed to doing our part to keep us safe and sound throughout ongoing developments related to the coronavirus (COVID-19).

  • Debt Protection
    Members With Debt Protection May Be Eligible For Benefits: If you purchased (insert DP program name here) on a loan with us and are having financial issues due to a protected loss, please contact us to file a claim or discuss what benefits may be available.  If elected, the protection may cancel your loan balance or monthly payment in the event of a protected event, like a disability or period of involuntary unemployment. Please contact us for more information including terms and conditions. As part of the same community, (CU name) is committed to doing our part to keep us safe and sound throughout ongoing developments related to the coronavirus (COVID-19).

CUNA Mutual Group is the marketing name for CUNA Mutual Holding Company, a mutual insurance holding company, its subsidiaries and affiliates.
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