Contacting Unum

Using UnumOnline

Technical Issues 

back to top

UnumOnline Quotes - Group Business

Sales Support

Quote Process

View Existing Quotes page

Client Details page

Product Details page

Member Details page

Going On Risk

back to top

UnumOnline Underwriting - Individual Business

back to top


Q & A - Registration

Contacting Unum

Q: What number do I call if I need technical help with UnumOnline?

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

Q: What are the opening hours of the technical helpline?

A: Mon-Fri, 8:30am-5:30pm

Q: What is the contact address for Unum Ltd.?

A: Unum Limited,
Milton Court,
Westcott Road,


Q: Who should I contact if I have any feedback about the UnumOnline service?

A: Please email us at with any feedback you have.

back to top

Using UnumOnline

Q: What is Unipass?

A: 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.

Q: How do I get a Unipass Certificate?

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

Q: How do I create an account?

A: In order 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.

Q: How do I log in to my account for the first time?

A: 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.

Q: How long is my account valid for?

A: 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. 

back to top

Technical Issues


Q: What Internet browser should I use?

A: 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:

Internet Explorer
Google Chrome

Q: Are there any issues regarding Internet browsers?

A: 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.

Q: How do I enable client-side scripting?

A: Follow the instructions applicable to your browser:

For Internet Explorer:

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

For Firefox:

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

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.

Q: Will this service work over a dial-up connection?

A: 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.


Q: What should I do if I encounter an error?

A: 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

Q: Links to open new pages do not appear to work, where can I see them?

A: 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.

back to top

Q & A - UnumOnline Quotes - Group Business

UnumOnline Quotes

Sales Support

Q: I have started to complete an online quote but don't have all the information I need to complete it. Do I lose my information?

A: No. Simply click on the 'Save and exit' button and your partly completed quote will be saved. You can retrieve and update it at a later date.

Q: What if my customer's requirements do not allow me to complete a quotation online?

A: Please contact your local Unum Sales Consultant. If you don't have a Unum Sales Consultant use our contact us page to find details for your local sales office.

Q: Will my sales contact still be in contact with me in the usual way for new enquiries?

A: Yes. The system automatically alerts your Sales Consultant each time a quote is started, regardless of whether it's completed, and they will contact you in the usual way.

Q: Can I expect the same service and support using UnumOnline Quotes as I get through the normal route?

A: Yes

Q: I have a question about the quotation request and completed quotation, who do I contact?

A: Please contact your local Sales Consultant by using the contact us information. They will be able to assist you further with your enquiry. 

Q: What do I do if I don't have a sales office or Sales Consultant assigned to me?

A: Please go to the contact us page where your local office will be listed. Contact that office and ask for assistance.

back to top

Quote Process

View Existing Quotes page


Q: How do I show my quotes in a particular order?

A: In the header row, click on the column name to sort the table in ascending sequence. Click on the header again to switch to a descending sequence.


Q: Can I find a specific quote in the list?

A: You can type in the search box, in the header row, to find a specific entry in the list that contains your search text.


Q: How long will my complete or partially-complete quotes be shown on UnumOnline?

A: Partially completed quote/s: will be visible on the system for a total of three months from the last date you made a change.

Completed quotes: will be valid for three months from the date of completion (i.e. you will have three months to go on risk), but will remain visible on the system for a total of six months to enable you to create duplicate quotes.

Q: How will I know if a quote is about to expire?

A: UnumOnline automatically flags this for you when you view your existing quotes. All quotes that are due to expire in 14 or less days will display the message Expires in xx days in the Quote Status column.

Q: Can I use the work I've done on one quote to help create new quotes (e.g. requotes, quote variants, or quotes for a different product?)

A: Yes. When you duplicate a quote on UnumOnline it automatically carries over the information you entered on the original quote, meaning it's easy to make minor alterations for same-product quotes or to change product type to create a new quote for the same customer.

back to top

Client Details page

Q: What do you mean by 'multiple participating employers'?

A: These are companies whose organisational structures may include holding companies, several subsidiaries, or linked companies each with different pension schemes but with a common parent. UnumOnline will quote for the UK-registered subsidiary of a global company or other corporate structures that do include multiple participating employers, provided the specific client membership in the scheme requested does not contain multiple employers within it.

Q: My client's company is UK-registered, but one/some of the employees work abroad. Can I complete a UnumOnline quote for this client?

A: You can only complete a UnumOnline quote for a company that is UK-registered for business. However, we can still consider UK-registered schemes that include members who travel overseas, or are based overseas provided the place of work is not considered an 'unacceptable location'.

Unacceptable locations for residency /secondments /overseas working are any which are not on the following list: European Union, Croatia, Australia, Canada, Hong Kong, Iceland, Japan, New Zealand, Norway, Singapore, Switzerland, USA.

If your quote falls outside of this requirement, we may still be able to help you. Please contact your Unum Sales Consultant. If you don't have a Unum Sales Consultant use our contact us page to find details for your local sales office.

Q: Can I get a UnumOnline quote for a client company based in the Channel Islands, Isle of Man or Eire?

A: For legislative purposes, we cannot provide an online quote for non-UK registered companies, for example Eire (Republic of Ireland); Channel Islands; Isle of Man, or any other non-UK region. UnumOnline Quotes can only cover employees of a company registered for business in the United Kingdom.

Q: What do you mean by 'Closed to New Entrants' and can UnumOnline quote for closed categories?

A: If a scheme is closed to new entrants, it means that only the existing membership is eligible for cover; new joiners to the company will not get cover from a closed scheme.

You can still produce a UnumOnline quote for a client with closed categories provided there is at least one category of membership that is open to new entrants.

Q: What do you mean by 'Early Retirement' cover and other industry terms that are used within UnumOnline?

A: All of our Technical Guides provide a glossary of these common terms. Visit our Product Information page and click on the relevant Technical Guide.

Q: How do I know which occupations are covered?

A: In the initial stages of completing a quote we provide information around which occupations we cannot cover. If you are still unsure, simply continue with the quote and, when the system validates the occupations you have entered, it will flag any occupations that we are not able to provide cover for.

Q: What do you mean by 'UK-Registered Company'?

A: A UK Registered Company is a company registered at Companies House with a registered address in the UK.

Q: Can UnumOnline check whether my client's company is UK-Registered?

A: Yes. One of the initial screens will validate your client's company name with Companies House.


back to top

Product Details page

Q: My client already has a group income protection policy with Unum; can I use UnumOnline to get them a quote for another product type?

A: Yes, you can get a quote for any product that Unum do not currently insure your client for. In this example, you could use UnumOnline to get a group life or group critical illness quote for your client.

Q: How many categories of employee can I add to my UnumOnline quote?

A: You can add up to four separate categories of employee.

Q: My client has members who do not have a 'clean' medical underwriting history - can I use UnumOnline to get a quote?

A: Yes. UnumOnline will quote for all member who have medical loadings up to +100%. For loadings in excess of this, and for schemes that include members who have been declined, postponed, or had their benefits restricted (whether for medical reasons, or otherwise), please contact your Unum Sales Consultant. If you don't have a Unum Sales Consultant, use our contact us page to find details for your local sales office.

back to top

Member Details page

Q: What membership data do I need to provide?

A: You will need to provide the following data either manually or via an uploaded spreadsheet:

  • (i) Gender - enter as 'm' or 'male', 'f' or 'female', for each member.
  • (ii) Date of Birth - in format dd/mm/yyyy.
  • (iii) Salary - enter annual salary amount, as per the definition of salary given by your client spec.
  • (iv) Location - this will need to be either a UK postcode, or if non-UK, then select the check-box marked 'non-UK'
  • (v) Job Title - as given to you by your client (no need to select from a list).

Members first names/surnames are optional for preparing a quote but are used in your pre-populated on-risk documentation, so filling in these fields may be beneficial.

Q: I can't seem to upload my client's member data. What do I need to do?

A: Firstly, follow the steps as shown on the Member Details page. If you encounter a problem there may be an issue with your spreadsheet. Copy the member data into a new spreadsheet, (making sure not to copy the entire worksheet), and then upload the data as normal.

Alternatively you can use the template provided on the Member Details page to upload your data.

back to top

Going On Risk

Q: How do I place a case on risk?

A: Once you've completed your quote simply follow the online instructions, or view the on risk chapter of our UnumOnline demo

We can assume risk from 00.01 hours on the day following your request. Conditional cover will be in place from this date for a period of 30 days, subject to the receipt of the signed Quotation Application Acceptance Form and the Direct Debit mandate.

Q: Do I need to complete any other forms before going on risk?

A: Yes. As well as the Quotation Application Acceptance Form and the Direct Debit mandate, you will need to have a Terms of Business Agreement (TOBA) in place before we are able to put the scheme on risk. You can download a TOBA from our website.

Q: Where do I find the Quotation Application Acceptance Form and the Direct Debit mandate?

A: Both these forms are available to download on the final 'on risk' screen, or via a link in the automated email you will receive after completing the on risk process.

Q: When will I receive the Policy Document to issue to my client?

A: Following receipt of the signed Quotation Application Acceptance Form and Direct Debit mandate, and subject to us having a Terms of Business Agreement in place with you, your Policy Document will be issued.

Q: When will my commission be paid?

A: Subject to the agreed frequency arrangements in place for your brokerage, your commission payment will be generated in the first commission run following the date the premium is received.

Q: How can I view my documentation?

A: Documents can be viewed via the quote search page by using the view summary link. (Please note that you will require reader to view). For more information on how to view your documentation, please look at the 'viewing existing quotes' chapter of our UnumOnline demo.

back to top

Q & A - UnumOnline Underwriting - Individual Business

Q: When will my client's policy be placed on risk?

A: 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.

Q: Can my client opt for a future start date to their policy?

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

Q: How and when will I receive the policy documentation?

A: 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.

Q: Where can I find details of the product my client has applied for?

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

back to top