Frequently Asked Questions
Clear answers on how MoneyGuard works, what it covers, and how we integrate.
Frequently asked questions for individuals
Straight answers about protection, claims and reimbursement.
What is MoneyGuard?
MoneyGuard protects you before, during and after covered digital fraud. It detects covered risks, supports timely intervention, guides incident resolution and reimburses eligible fraud losses when a claim is approved, subject to the applicable policy terms.
How can I get MoneyGuard?
Download the MoneyGuard app for Android from Google Play: select “Download MoneyGuard” at the top of any page. An iPhone version is coming soon. Availability depends on your provider and market.
Does MoneyGuard replace my bank's security?
No. MoneyGuard complements the security controls of your bank or payment provider. You must still protect your credentials, keep your device secure, act on warnings and report suspected fraud quickly.
What fraud does MoneyGuard cover?
MoneyGuard covers specified fraud scenarios shown in your product summary and policy. These may include selected impersonation and social-engineering scams, phishing, credential compromise, malicious software, account takeover, SIM-swap related fraud and phone theft.
Does MoneyGuard cover every loss?
No. A loss must fall within a covered fraud scenario and meet the eligibility rules, reporting requirements and policy terms. Exclusions, deductibles and benefit limits may apply.
How quickly will I know if my incident is eligible?
We aim to give an eligibility decision within 48 hours for at least 80% of reported incidents. Complex cases, or reports where information is still outstanding, can take longer, and we will tell you what is needed.
How quickly will an approved claim be paid?
Approved claims are paid within seven days for eligible losses, subject to applicable cover limits, exclusions and policy terms, and to us holding complete payment details.
What should I do if I think fraud is happening?
Contact your bank or payment provider immediately, secure your account and device, preserve evidence and report the incident: through the MoneyGuard app or the incident form on this website if you got MoneyGuard directly, or through your institution's reporting route if MoneyGuard was provided by your bank, fintech or payment provider.
What information may be required?
This can include transaction details, messages, screenshots, call records, identity verification, details of steps already taken and other evidence relevant to the covered scenario.
What happens if some money is recovered?
Any recovered amount is handled under the policy terms. You must tell the claims team about money recovered before or after reimbursement.
Can I challenge a decision?
Yes. The decision notice will explain how to request a review or make a complaint and any further referral options available to you.
Still have questions?
Our support team is ready to help clarify any details about coverage.
Contact supportFrequently asked questions for financial institutions
Answers for product, risk, technology, compliance and procurement teams.
Where does MoneyGuard sit in our fraud stack?
MoneyGuard extends your fraud stack beyond transaction approval. It complements authentication, transaction monitoring and fraud operations with customer-side risk signals, policy-based intervention, governed resolution and insurance-backed reimbursement around agreed covered fraud scenarios.
Can MoneyGuard be white-labelled?
Yes. The product, workflows and customer communications can be embedded and branded within the partner's digital experience, subject to required insurance and regulatory disclosures.
What is included in the operating model?
The standard scope can include software, workflow configuration, investigation support, customer support, reimbursement administration, reporting and regulatory and vendor-assurance support. Exact responsibilities are agreed for each partner.
What integration is required?
A typical mobile implementation uses a lightweight SDK and APIs for signals, decisions, incident workflows and reporting. The final design depends on channels, existing controls and the partner's data architecture.
How long does integration take?
The technical integration can typically be completed in approximately 2–4 weeks after regulatory and commercial pre-requisites, technical access, customer journeys and operating responsibilities are agreed.
Who provides the insurance?
A licensed insurer provides the applicable policy capacity. The insurer, policy structure, limits, claims roles and reinsurance arrangements are disclosed during due diligence and in the customer documents.
Can we start with a pilot?
Yes. A controlled pilot is the recommended route. It aligns covered fraud scenarios, eligible accounts, service standards, customer experience, technology and measurement before scale.
How is customer data protected?
The design uses data minimisation, pseudonymisation where appropriate, encryption, access controls, auditability and agreed retention. Detailed assurance materials are available through due diligence under appropriate confidentiality.
Evaluate MoneyGuard
Request our technical due diligence pack or discuss a pilot programme.
