Unum expands Help@hand with new Clinical Advice Line

• The new service responds to a customer need for trusted health advice, with one in five Help@hand GP consultations focused on advice and guidance rather than treatment alone.

As people increasingly seek quick, trusted answers to everyday health concerns, Unum UK has launched a new Clinical Advice Line within its Group Risk offering. Through Help@hand, employees can access the Clinical Advice Line and speak to a UK-based GP by phone within two hours.

The launch builds on Help@hand's existing Remote GP offering, which continues to provide access to consultations, diagnosis and onward referrals where appropriate. Help@hand data shows that 99% of Remote GP appointments are offered within 24 hours, giving users better access to support and information depending on their needs.

The new service responds to a need for greater options for clinical guidance at a time when healthcare can feel difficult to navigate. While many concerns do not require diagnosis or treatment, people often want confidence that they are taking the right next step. Analysis of Help@hand usage found that nearly one in five (18.2%) Remote GP appointments were resolved with advice or reassurance, highlighting that many people are looking for a professional opinion rather than medical intervention. 

At the same time, behaviours continue to evolve. Unum's data found that 12% of surveyed users would have researched their health concern online if they had not been able to access a Help@hand GP appointment, while external research suggests one in seven people have used AI instead of seeing a GP.

The Clinical Advice Line has been designed to bridge this gap by providing direct access to GPs who can explain symptoms, discuss medication questions, explore treatment options and signpost people to the most appropriate source of care. 

Saumya Barber, Head of Proposition Development & Customer Experience at Unum UK said, "Not every health concern starts with needing a diagnosis or treatment. Often, people want reassurance, clarity and a trusted clinical view on what to do next. This tells us there is a clear need for more flexible routes to professional support. The Clinical Advice Line gives employees direct access to a qualified GP, helping them better understand their options. In 2025 alone Help@hand saw over 245,000 interactions, from Remote GP appointments to physiotherapy sessions, so the new service gives people another way to make informed decisions about their health.”

The Clinical Advice Line reflects a broader move towards better routes to professional guidance and more personalised support, promoting a healthier and more productive workforce.