UnumOnline - Frequently asked questions

Lady raising her hand

1. Registration and login

  • Yes, if you have a current Unipass certificate, you can use those credentials to log in.

  • If you haven’t previously registered with UnumOnline, you can create an account here.

    We’ve tried to make the portal easy to use and intuitive, but if you need any help you can access our ‘How to register demo’ here.

  • We’ll send you an email with a one-time password to enable you to log in. Please note the password will expire after 4 hours. If you don’t receive the email, please check your spam or junk email folder.

  • Your username is your email address.

2. Managing users & agencies

  • No. Please contact AgencyOnline@unum.co.uk to set up additional portal managers.

  • Yes, you can have multiple portal managers to make administration as simple as possible, while matching both your business’ hierarchy and needs.

  • To set up your portal manager, please email us at AgencyOnline@unum.co.uk

  • Your assigned portal manager(s) can do this for you, or you can contact us AgencyOnline@unum.co.uk and we’ll be happy to help.

  • This depends on your business requirements and company structure. Having an agency per office, consultant or a special deal/arrangement with us are all examples of why you might have a number of agencies available.

    If you have any questions, want to make any changes or would like to consolidate your current agencies, please contact AgencyOnline@unum.co.uk

3. Getting a quote

  • Please remove any special characters - such as à or é - from member names.

  • We may not be able to quote online for employers based in certain ‘hotspot’* Please phone 0800 916 9846 or email help@unum.co.uk if you need any further information.

    *Hotspot locations include: E14, EC1, EC2, EC3, WC1R

  • Yes, we can provide a quote which includes UK employees who travel on business to any of the following locations:

    • The European Union, Croatia, Iceland, Norway or Switzerland
    • Australia or New Zealand
    • USA or Canada
    • Hong Kong, Japan or Singapore
  • We’ve tried to make the portal easy to use and intuitive but if you need any help, you can access our ‘Quote and Buy demo’ here.

  • UnumOnline allows you to quote and buy for a wide range of schemes for 3 to 100 members, but in certain circumstances quotes cannot be completed online or may have to be finalised offline by our Broker Services teams. 

    For example, the below would prevent you quoting online: 

    • Multiple participating employers 
    • Where equity partners or LLP members are included 
    • Employees on zero hours contracts
    • Employers who already have a policy with Unum for that product

    Meanwhile, you will be able to start (but not complete) the quote process online:

    • For Group Life Insurance, where the employer is based in a ‘hotspot’ – see above location FAQ
    • Where there are less than 3 members in a single category, even if total membership is above 3
    • If the number of claims has been above a certain threshold
    • Where there’s been a history of adverse medical underwriting decisions 
    • For an employer is from a ‘high risk’ industry*

    *High risk industries include:

    • Farming
    • Professional sports and entertainment
    • Air crew, air traffic controllers or ships’ crew
    • Industries including offshore, underground or underwater working
    • Emergency services
    • Forestry mining or quarrying

    If you are unsure why you can’t complete your quote and/or would like us to continue with your quote, please make a note of exactly which stage you had reached (see the ‘How to Quote and Buy’ flow diagram on page 7 of the handbook) and contact UnumOnline support on 0800 916 9846 or help@Unum.co.uk.

  • There may be a small difference between the two. Please make sure the category description you enter online exactly matches the category names in your member spreadsheet.

4. Servicing policies

  • Yes. If you have Agency access, you will have instant access to the latest commission statement for each of the agencies you’re assigned to. Statements include the commission rate and premium paid to generate the commission on the statement.

  • Premium information for the last five years is available online via the scheme history report. Please contact our Broker Services Team if you need further information.

  • Yes. UnumOnline enables you to download a convenient, Excel-format report containing relevant information about how the scheme is performing, including premium and claim history for the last five years, as well as the latest scheme invoice. Agency access is required to obtain a scheme history report online.

  • Yes. If you have Agency access, you can renew policies with up to 250 members using UnumOnline, whether or not the policies were originally bought online. 

    We’ve tried to make the portal easy to use and intuitive, but if you need any help with renewing policies online, you can access either our unit rated renewal demo or our single premium renewal demo.

  • No, these policies are excluded from UnumOnline.

  • When you register for UnumOnline you will automatically be assigned ‘Adviser access’ – meaning you can create and manage your own quotes.

    In order to service policies, which includes managing the quotes of others (as well as your own), accessing policy information and renewing policies, you will need to upgrade to ‘Agency access’.

    If your company has set up a ‘Portal manager’ (see the ‘Managing users & agencies’ section for more information), they can assign you Agency access. Alternatively, simply email AgencyOnline@unum.co.uk

  • You’ll be able to see live policies that cover up to 750 members.

  • You won’t be able to see policies that have ended, while certain policies may not be visible. For example, you won’t be able to see individual or dental policies. You will be able to view new policies one day after purchase.

5. General

  • No. To get a Unum Dental quote you can submit an enquiry form, email: quote@unum.co.uk or call 0345 850 9439.

    To submit a dental claim online please go to our dental portal.

  • You can find out all you need to know about using UnumOnline in our handbook. We also have a short video to give you an overview of the portal.

  • You can set up, view and service customer policies, and get quotes and cover for our three core products – Group Income Protection, Group Life and Group Critical Illness. For full details of the benefit options available, see our handbook.

  • Anytime between 7am and 7pm, Monday to Friday.

  • For help with UnumOnline for group business, please phone 0800 916 9846 or email help@unum.co.uk

    Our support lines are open Monday to Friday, 8.30am - 5.30pm

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