A clear path from report to resolution.
See where your report stands, what information is needed and what happens next.
No silence. No guesswork. A clear next step.
How to start a report
If you got MoneyGuard directly, report through the MoneyGuard app or the incident report form on this website. If MoneyGuard was provided by your bank, fintech or payment provider, follow their reporting route. Either way, if money may still be moving, contact your bank or payment provider first, on a number you have verified, so they can act on your account immediately.
What each status means
You will see one of these at every stage, with the same wording in your updates.
- RECEIVED
Your report is in. We will tell you what happens next.
- MORE INFORMATION NEEDED
We need more information to move your claim forward. Review the request and respond by the date given.
- UNDER ASSESSMENT
We are assessing your incident against the applicable coverage rules.
- ELIGIBLE
Your claim has been approved. We will now confirm the covered amount and payment details.
- PAYMENT SCHEDULED
Your reimbursement has been scheduled.
- PAID
Your reimbursement has been paid.
- NOT ELIGIBLE
We could not approve this claim under the applicable coverage rules. Your decision explains why and how to request a review.
If you disagree with a decision
If you disagree with a claim decision or service outcome, you can request a review or make a complaint. We will acknowledge your complaint, explain the review process and tell you when to expect a response.
You may also have the right to refer the matter to the insurer, regulator or an independent dispute-resolution body identified in your policy documents.
Making a report begins an assessment. It is not a promise of payment. Whether a loss is covered depends on the fraud scenario, eligibility, reporting requirements, limits and exclusions in the applicable terms.
Target eligibility decisions within 48 hours for at least 80% of reported incidents. Reimbursement applies to fraud losses eligible under the applicable cover and is subject to cover limits, exclusions and policy terms. The seven-day period begins when the fraud incident is reported through the designated reporting channel.
