UnumOnline - Frequently asked questions

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Contacting Unum

  • Monday to Friday, 8:30am-5:30pm

  • Unum Limited,
    Milton Court,
    Westcott Road,
    Dorking,
    Surrey,
    RH4 3LZ

  • You can call us on 0800 9178109, or send us an email.

  • Please email us at Service.Desk@Unum.co.uk with any feedback you have.

Group business

  • You will not be able to confirm cover online for a group quote produced on this version of Unum Online. To confirm cover for a historical quote that is still within its guarantee period, please contact the support team on 0800 916 9846 between 8.30am and 5.30pm, Monday to Friday or email Help@unum.co.uk

  • Group Business Quotes are now accessed through our new and updated Unum Online

Technical Issues

  • You must have client scripting enabled to allow the full functionality of the system to operate as we intended. You may encounter errors if client scripting is disabled.

  • Follow the instructions applicable to your browser:

    For Chrome:

    Click the spanner button → Options → Under the Hood (left menu) Content Settings (button) → Find the section titled 'Javascript' and click the 'Allow all sites to run JavaScript (recommended)' radio button.

    For Firefox:

    Go to Tools → Options → Content, check the 'Enable JavaScript' box.

    For Internet Explorer:

    Go to Tools → Internet Options → Security (tab) → Custom Level → Scripting → Active Scripting, select the 'enable' radio button.

  • If you are using a Firefox browser then links that are designed to open new pages may, from time to time, appear in a new tab in the same browser rather than in a different window or page. Simply click on the other tabs to find the page you have opened.

  • Our website has been optimised for use with Internet Explorer 11, Firefox 30 and Chrome 35. If you are experiencing problems in viewing our website we recommend you use one of these browsers to get the best possible user experience.

    To download current versions of these browsers follow the links provided:

    • Google Chrome
    • Firefox
    • Internet Explorer

  • Remain on the screen where the error has occurred and call the our technical helpline on 0800 9178109 with full details of what you were doing. The operator will work with you to resolve the problem. Alternatively e-mail us at Service.Desk@Unum.co.uk.

  • Yes, but response times will be slower and the whole process may take longer to complete. We recommend you use a high-speed broadband connection.

Underwriting

  • Yes. Your client can select a start date up to 28 days in the future from the date of submission of their online application.

  • Shortly after the submission of your application, any further documents which may be required will be available for you to download and print. In order to open the documents you will need to have Adobe Acrobat Reader installed on your computer. Upon receipt of all the required information, our policy servicing team will post the policy documents within three working days.

  • Assuming your application is straightforward in that you have passed our online Medical Underwriting and supplied all the required information - including the Terms of Business Agreement (TOBA), if you have not dealt with Unum previously - your policy will be placed on-risk as soon as you have submitted the application.

  • Details of our individual products and services can be found on our website.

Using UnumOnline

  • To create an account and use our service, you need to have a registered FCA/PRA number. You need to register your personal and agency details with us so we can identify you each time you log in. From the 'Login' page, click 'Create a new account' or 'Create a new account (Unipass)'. You cannot use this service unless you have accepted our terms and conditions.

  • In order to download and install a Unipass Certificate you need to visit the Unipass website.

  • Once you have completed the create account process, for security purposes we will send an e-mail to the address you have registered with us. Click on the link provided in this e-mail. To login enter the one time PIN in the 'Password' entry field - upon selecting the 'login' button you will be prompted to enter a new password of your own choosing.

  • With regular use your account will remain active. If it is unused for more than 3 months your password will expire. You will need to create a new password to reactivate your account. 

  • Unipass is a service provided by Origo Secure Internet Services Ltd. for the UK financial services industry. In simple terms, Unipass is a digital certificate - a small encrypted file on your PC used to uniquely identify you. It's like having your own electronic passport which participating sites automatically recognise thereby removing the need to enter a separate user logon and password.