Vulnerable customer support

Holding hands in a caring manner

In life’s journey, vulnerability can touch anyone at any time — and under an array of circumstances

At Unum, we recognise that every customer has the potential to face challenges that require special attention and support. It's our fundamental belief that fair treatment should be extended to all, irrespective of circumstances. 

We’ve developed this toolkit specifically for vulnerable customers to access services tailored to their needs, including health, life events, capability and resilience. Our aim is to ensure that every customer feels supported and empowered throughout their journey with us.

Supporting vulnerable customers. A woman on a call discussing special requirements.

Tailored support

Visual or hearing Impairment

All customer documents can be requested in large print or braille. Unum aims to make all documents and forms suitable for digital document readers, and customers can also complete forms with us over the phone. 

If someone is struggling at work or with a return to work, we use a provider called Visualise to provide support.


If someone has dyslexia, we can provide support through our in-house team of vocational rehabilitation specialists.

Bereavement, man looking into the distance.

When life events happen

Unum’s bereavement guide has many great tips, advice and useful links. It's designed to highlight the services available to both employers and employees, with a section for both in the guide. Unum’s online bereavement module is aimed at employers and gives line managers advice on how to support their employees.

Employees can also access bereavement counselling and mental health support through Help@hand.


In our commitment to inclusivity, we understand that various factors may affect individuals' capabilities in managing financial matters. Challenges such as literacy, language barriers, learning impairments, and digital literacy can hinder effective use of essential tools and services.

Ability to use digital tools

  • If someone can’t use digital tools such as access emails or the internet, we can offer alternative methods of communication.

Power of attorney and signatures

By obtaining appropriate consent, we ensure that only permitted people are allowed access to sensitive information. We prevent fraud by ensuring only people with authority act on our customer’s behalf, and therefore protect the rights of vulnerable people who are unable to manage their own affairs.

Translation service

Tongue Tied is a service to translate medical information into English. If we need a customer to attend a medical examination, but English is not their first language, we can provide an interpreter.

Person holding hands together looking at the desk with mobile phone


Tailored support for those in financial difficulty

We are committed to helping customers as much as we can. If you are finding it hard to pay your premiums due to financial difficulties, then please get in touch to let us know so we can identify support appropriate to your needs.

Useful links

MoneyHelper (formerly Money Advice Service)

Free and impartial help with money, backed by the government.

Citizens Advice provides a wealth of information and can help with advice regarding financial concerns, worries about not getting enough food, questions about about benefits, consumer concerns, health and more.  

Contact number: 0800 144 8848

Help@hand app from Unum

Support from Help@hand

Where employers have rolled out Help@hand,* the award-winning health and wellbeing app from Unum, employees can access essential health and wellbeing services, including:

  • Unlimited 24/7 remote GP appointments
  • Unlimited mental health consultations
  • Physiotherapy
  • Lifestyle benefits such as life coaching and even extensive savings and discounts.

Employee can also access financial and legal guidance via the Employee Assistance Programme embedded into Help@hand.

Samaritans support, helping hand on a person shoulder.

Threat of suicide of self-harm

Struggling with thoughts of taking your own life or self-harm? You’re not alone.

If you’re facing the overwhelming weight of these thoughts, know there is support available. Samaritans offer confidential assistance 24/7 to anyone in distress. 

Freephone number: 116 123

If you need to get in touch with us

*Help@hand® is a digital, value-added service provided to Unum Limited (“Unum”) by Square Health Limited which connects employees of Unum customers to third party specialists who can help manage their, and their families’, health and wellbeing. Access is facilitated by Unum at no cost to the Unum customer and with no increase in premium. However, employees will be liable for charges for medication and delivery, referral letters and private fit notes. Unum may withdraw or change this service at any time. The service is entirely separate to the Unum insurance policy and is subject to the terms and conditions of the relevant third-party specialists.  Unum will not receive any payment or commission from Square Health Limited arising from any employee involvement with Help@hand. Available to UK residents only.

Square Health Limited is registered in England and Wales under company number 07054181 and has its registered office at Crown House, William Street, Windsor, Berkshire SL4 1AT.