Frequently Asked Questions

1. Cases related to Covid-19

What applies to compensation for travel, given the Ministry of Foreign Affairs' advice against non-essential travel to other countries?

• If your question relates to information about your trip or cancellation of a trip, please contact your airline or tour operator for possible compensation.
• There is also more information with questions and answers as well as contact information at each travel insurance company.

 What about expenditure protection and loan protection in response to job cuts?

• Our expense protection does not replace employees who have been furloughed, but only if the person has been dismissed from their employment.
• In the event of unemployment, our ordinary terms and conditions apply.

Due to illness and sick leave, our usual conditions apply.

• For sick leave, you must be on sick leave for more than 30 days to receive compensation

2. What is included in my insurance?

Insurance policies with a summary of the scope of the insurance can be found in the mailing you received in connection with the insurance's subscription.

To access full terms and conditions, we refer to the bank/credit institution's website. Examples of events that the insurance cover may cover are:

Unemployment due to lack of work, sick leave for at least 30 days as a result of illness or accident, hospitalization, serious illness, death.

3. I want to report a case for unemployment, how do I do it and what certificates do I need to submit?

For the fastest handling of your case, register your case and upload your certificates on our website https://www.clpnet.com/customer/homese. In connection with reporting the case on our website, you have the opportunity to give your approval for AXA to contact the Swedish Public Employment Service and receive an automatic certificate that you are registered with the Swedish Public Employment Service and actively seeking work full-time. In this way, you do not have to upload new certificates yourself every month, but this check takes place automatically.

Certificates you need to submit in connection with registration are:

• Employer's certificate showing the period of employment, type of employment, working hours hours / week, reason why the employment has ended and the date of notification of termination of employment
• Certificate from the Employment Agency proving when you enrolled there, and that you are still looking for work even after the 30-day waiting period. You do not need to submit this certificate if you have chosen the option that AXA may contact the Swedish Public Employment Service and you register your case within two months from your first day of unemployment.

If you report your case more than 90 days after your first day of unemployment, all payment specifications from your unemployment insurance fund are needed.

If you have not yet received an employer certificate, we recommend that you go to www.arbetsgivarintyg.nu and ask your employer to issue a digital employer certificate. More instructions about this process can be found at www.arbetsgivarintyg.nu or via your unemployment insurance fund. You can later upload this certificate to us via our website.

After we have received all requested documents, we will get back to you with a message regarding your case. We will contact you if we need additional information.

4. I must report a case for sick leave / accident, what certificates do I need to submit?

For the fastest handling of your case, register your case and upload your certificates on our website https://www.clpnet.com/customer/homese.

Certificates you need to submit in connection with registration are:

• All medical certificates for the period to which the notification relates
• Employer's certificate proving your employment at the time you were on sick leave. It is important that your certificate is currently dated and that the form of employment, employment period, working hours hours / week, employer's contact information and organization number are stated on the certificate

Please note that if you have had problems before with the same / similar diagnosis, previous documents may also be requested that can show the date of first contact with a healthcare provider. You can read and save your medical record yourself by logging in to 1177 Vårdguiden's e-services or order copies of your medical record by contacting your health centre.
Brief guide on how to retrieve medical records from 1177.
If you do not have an employer certificate, we recommend that you go to www.arbetsgivarintyg.nu and ask your employer to issue a digital employer certificate. More instructions about this process can be found at www.arbetsgivarintyg.nu or via your unemployment insurance fund. You can later upload this certificate to us via our website.

After we have received all requested documents, we will get back to you with a message regarding your case. We will contact you if we need additional information.

5. What is an employer's certificate?

An employer's certificate is a document certifying your employment. Today, it is common for employers to create electronic employer certificates via arbetsgivarintyg.nu if you are dismissed and send these directly to your unemployment insurance fund. Contact your unemployment insurance fund if you need help. Your employer can also print this certificate to you. A traditional employer's certificate looks like this.
Unfortunately, we cannot approve employment contracts instead of employer certificates. Employment contracts show what you and your employer agreed on when your employment began but lack current dating. Thus, it does not certify that you have that employment on your first day on sick leave, that you had it when you took out your insurance, or were dismissed from this employment due to lack of work.

The vast majority of the insurances we handle contain terms and conditions about your form of employment and how much you work when you take out the insurance and whether you are on sick leave or dismissed. Therefore, we request employer certificates.

6. What is a medical certificate?

A medical certificate is a certificate issued by a doctor certifying that you are on sick leave. A medical certificate today looks like this, but older certificates can follow other templates. When you are on sick leave by a doctor, you must receive a copy of the medical certificate that forms the basis for the sick leave. Your medical certificates can also be downloaded from Vårdguiden.

Remember to submit all medical certificates relating to the sick leave for which you are seeking compensation. One reason why cases take longer than necessary is that we do not have a medical certificate for certain periods and that there are thus interruptions in the sick leave period. If such an interruption occurred because, for example, you took a vacation instead of being on sick leave for a period, please inform us by email or phone in connection with you reporting so that we do not ask for more medical certificates from you unnecessarily.

Normally, all information to be filled in is on the medical certificates. Despite this, we sometimes need to ask for additional information because it is not clear when an illness or injury first occurred. We need to know this as injuries or illnesses that you knew about before you took out the insurance cannot normally be reimbursed. Feel free to ask your doctor to write how long you have had the disease you are on sick leave for on your medical certificates.

If you need to attach your medical record to show when you first sought care for your illness or injury, you can download this from Vårdguiden.

7. What is an enrolment certificate from the Swedish Public Employment Service?

 An enrolment certificate from the Swedish Public Employment Service is a brief document that certifies when you enrolled as an applicant for employment as well as your personal data and looks like this. The certificates are always dated the day they are printed or downloaded from the Arbesförmedlingen website. You can find your certificate under My Pages on Arbetsformedlingen.se. More information on how to collect your certificate can be found here under "Questions and answers: How do I get a certificate that I am enrolled?"

You need to certify that you are a jobseeker when you file for unemployment and every month thereafter. Please note that you can approve that we collect these certificates via the Swedish Public Employment Service digitally. Then you do not need to submit a certificate yourself.

8. What is a payment specification from the unemployment insurance fund?

A payment specification from the unemployment insurance fund shows day by day when you have received unemployment benefit. These specifications show in detail when you have been completely unemployed and whether you have at any time worked, been on sick leave or for some other reason not been available to the labour market. We request these in cases where we need more detailed information to be able to make decisions and calculate compensation days. Decisions on whether this is necessary vary from case to case. Normally, it is needed if more than 90 days have passed between your registration and your first day of unemployment.

Some A-funds send them in letter form to you, others only digitally. Regardless of how your unemployment benefit fund gives you information about your payments, copies of all specifications must be available when you log in to your A-kassa's website so that you can download them. If you have any questions, please contact your unemployment insurance fund.

Unfortunately, we cannot accept timesheets or cashier cards. This is because you fill in and submit these to your unemployment insurance fund yourself. What we are asking for are the payment specifications, which show that the A-kassa has approved your reports and paid out A-kassa for the days you have specified.

For those who are not a member of an unemployment insurance fund, there are two options. You can request an approved activity report from the Swedish Public Employment Service where your job applicant is documented month by month. You can also ask your case officer at the Swedish Public Employment Service to write a certificate where they personally certify that you have been completely job seekers and at the disposal of the labor market during the entire time you have been enrolled. Contact the Swedish Public Employment Service for help

9. What do I do if I am both unemployed and on sick leave?

Report the event that occurred first. If you have been on sick leave during your employment and then dismissed during sick leave, there are generally good opportunities to receive compensation for both sick leave and unemployment (when you have recovered and are looking for work full-time.)

If you have been dismissed and then on sick leave during ongoing unemployment, there are good opportunities to receive compensation for unemployment, but you usually cannot receive compensation for sick leave during ongoing unemployment.

Information about what applies to your particular insurance can be found in your insurance terms and conditions.

10. What applies in the event of death with life insurance?

Deaths can only be reported via form, not online. AXA Partners receives ongoing information about customers who have died and sends out claim forms to their estate addresses. As a relative, you can also call in on 08 502 520 63 and order a form.

On the death claim form, an estate manager towards AXA Partners shall be appointed, this person must also sign the form and will receive all information about the matter from AXA Partners. In addition, it is of the utmost importance that all authorized estate owners who appear on the Tax Agency's genealogy register the form on page 4 and thus provide the power of attorney needed to handle the case. A common reason that cases drag on is ambiguity about this. If the estate owners are minor children, their caretakers can sign the power of attorney and then a birth certificate from the Swedish Tax Agency must be attached that proves the guardianship.

The certificates we normally ask for in order to be able to assess a case are:

• Death certificate with genealogy from the Swedish Tax Agency.
•Cause of death certificate issued by the treating authority. If this is missing, an autopsy protocol can be attached.

If the cause of death certificate or autopsy report states that the deceased died of an illness without a specified onset date, AXA Partners may also request medical records from the healthcare system to investigate when the disease arose. Insurance generally cannot replace diseases or medical conditions that were known before the insurance was taken out. If you as an estate manager want AXA Partners to contact healthcare to order medical records directly, you can download a specific power of attorney for this here and submit to us.

11. Where can I find my loan number/insurance number?

You can find your loan number, insurance number or contract number in the insurance policy that was sent to you when you took out the policy. If you do not have access to your loan number/insurance number when you report your case on our online service, you can enter the number 12345.

12. Where can I see the start date of my insurance?

The start date of the insurance is stated in the insurance policy that was sent to you when you took out the insurance. If you have extended your credit, it is possible that your insurance has received a new start date.

13. How long does it take to get a response to my case?

Given that we have all the requested documents available, we will get back to you with a message by mail as soon as possible. We will contact you if we need additional information, which you can always upload on our website https://www.clpnet.com/customer/homese.

14. If my case is granted, do I need to pay my borrowing costs myself?

Given that we have all the requested documents available, we will get back to you with a message by mail as soon as possible. We will contact you if we need additional information, which you can always upload on our website https://www.clpnet.com/customer/homese.

15. If my case is granted, how long can I receive compensation from the insurance?

The period of compensation depends on your insurance terms and conditions and how long the insurance can provide compensation for continuous full unemployment or sick leave. Most insurance policies have a 30-day waiting period, which means that compensation can be provided from the 31st day of continuous unemployment/sick leave and can provide compensation for a maximum of 12 months for continuous unemployment/sick leave. In your insurance terms and conditions under Compensation and Compensation rules you will find information that applies to your insurance.

16. My fixed-term employment ended on the agreed end date, can I apply for compensation?

The insurances do not cover unemployment if your fixed-term employment (e.g. substitute, probationary, project or seasonal work) ends on the agreed end date.

17. What can I do if I have questions about the decision or if I do not share your assessment?

If you have questions about the decision or if you do not share our assessment, you should first contact us and we can explain it in more detail and clear up any misunderstandings. If, after contacting us, you want to have your case tried again, you should start by requesting a review with us by writing to clp.se.kundombudsman@partners.axa or AXA Customer Ombudsman, Box 7439, 103 91 Stockholm. Write what you consider wrong and what change you are requesting. Enter your name, social security number and case number. If you are not satisfied with our decision or our response after the request for reconsideration, you can refer the matter free of charge to the General Complaints Board www.arn.se or turn to the Personal Insurance Board www.forsakringsnamnder.se/personforsakringsnamnden/provning-i-namnden-pfn/.

18. How can I cancel the insurance?

You can cancel your insurance at any time. In your insurance terms and conditions under Cancellation, you will find information on how you can terminate your policy. Most insurance policies are terminated with the bank/lender/loan intermediary you took out the insurance through. If, according to the terms, your insurance is to be terminated through the insurer AXA, the termination must be made in writing to AXA, Box 7439, 103 91 Stockholm or by e-mail to clp.se.kundservice@partners.axa. Enter your name, social security number and loan number/insurance number.