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The value of claims and rehabilitation during COVID-19

12,107 Help@hand appointments, 1,711 rehabilitation referrals and 15,000 wellbeing course attendees.

From the first confirmed UK coronavirus case in January 2020 to the country entering yet another lockdown not long after Christmas, last year was a trying one for us all.

The 2020 COVID-19 timeline below lays out all the pandemic’s key events and shows how Unum supported both employers and employees throughout.

As the year began, our existing return-to-work service was already supporting employees with a variety of health conditions to either remain in or return to work.

By the end of the year, 95.1% of people referred to the rehabilitation service had either got back to work or had their case resolved, helping employees to better manage ill health and employers to manage absences.

From January to December 2020, Unum continued supporting both employees and employers in a wide number of ways. Highlights included:

  • 15,000 managers and other professionals attending our wellbeing courses (93% of whom rated them as ‘good’ or ‘excellent’) on a variety of topics, including how to manage employees’ mental health during lockdown
  • The launch of new employee support including 1-2-1 coaching in the form of a Wellbeing Check, plus workshops such as Thriving through change and Resilience to support employees with wellbeing challenges during the pandemic
  • We’ve provided access to 12,107 appointments* via our Help@hand app1, which connects employees and their immediate families2 with third-party healthcare services such as digital GP appointments, virtual counselling and online physiotherapy
  • We notched up 2,388 plays of our podcasts including: Money and mood; Sedentary behaviour and dispelling myths; Being well, being you and Not forgotten — supporting people with cancer during COVID-19
  • We saw a 97% increase in queries for our Mental Health Pathway in 2020 compared to 2019. The pathway offers access to early intervention support for both employers and employees, with the increase in demand really demonstrating the value of this service to customers
  • 7,585 people registered for events from our 2020 Wellbeing Calendar (check out our 2021 Wellbeing Calendar for useful content across this year).

For more on how we were here for our customers and their employees when it mattered the most, check out our timeline of 2020, the year of the pandemic.

Download infographic
Covid 19 infographic

Paula Coffey, Unum’s Head of Claims, Rehab and Medical Services, comments:

“We feel that our drive to make a difference to people because we care about their lives came into its own during 2020, when we introduced various new initiatives or adapted existing ones to better serve our customers and their employees as the pandemic raged.

“We helped companies by assisting with return-to-work strategies and publishing articles on how to implement policies for home working and for furloughed staff. We’ve also supported their HR teams and line managers with courses on recognising signs of employees struggling and acting early when spotting it.

“With so many initiatives that have helped our insured customers, whether that’s companies or their staff, we feel we’ve addressed pandemic-related concerns in the round, creating better outcomes for everyone during what was a very difficult year for us all."

More info

Unless otherwise stated, all figures are from Unum internal data 2020

1 Help@hand is a virtual, value-added benefit service which connects the employees of Unum customers to third-party specialists who can help manage their health and wellbeing, and that of their family. Access to the service is facilitated by Unum at no cost to employers. Unum is not the provider of the service but can withdraw or change the service at any time. The service is entirely separate from any insurance policy provided by Unum and is subject to the terms and conditions of the relevant third-party specialists. There is no additional cost or increase in premium as a result of Unum making this benefit available.
2 Employees and their partner (if applicable) will be able to access all Help@hand services. Children are eligible to access the remote GP and medical second opinion services up until their 18th birthday or 24th birthday if in full-time education. Children over 18 will be able to access the Life, money and wellbeing confidential helpline and other online resources. * As of March 31 2021

* As of March 31 2021

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