COVID-19 update and FAQs

The current coronavirus (COVID-19) pandemic is a situation we’re monitoring very carefully.

Woman working at home

Covid-19 update
How are Unum's operations and services being affected?

Aside from the measures we’re taking to look after our people and customers, these are some of the common questions we’re being asked in relation to our business operations and policies. We have very detailed business continuity plans which we review continuously in light of the developing situation. Our top priority is to continue serving our customers while caring for our people and we’re confident in our ability to do this. We’ve identified critical system needs for our business and have plans in place to ensure they will remain operational during this pandemic. We also have enhanced technology infrastructure and well-established business continuity plans for home working.

We’ll continue supporting the individual and family responsibilities our employees are likely to have during this pandemic while still meeting the needs of our customers.

What's the best way to use Unum's Help@hand virtual GP and support services (available to GIP policyholders)?

While users of the Help@hand remote GP service shouldn’t use this service if their primary concern is coronavirus infection, the remote GP is a very valuable service for non-coronavirus related medical issues. This may become an even more important resource as access to the NHS GP service is increasingly impacted by coronavirus cases.

Anyone concerned over coronavirus infection should follow advice from the NHS website.

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All Unum products

  • We are committed to helping customers as much as we can. If you are experiencing difficulties paying your premiums as a result of COVID-19 then please email us at COVID19queries@unum.co.uk and we will be in touch to discuss the options available.

Dental

  • Yes. Unum Dental cover now includes the cost of PPE up to a £50 maximum annual limit per insured person.

  • Unum Dental are here to help process your claims and or answer questions. Your cover is unaffected during this time. 

  • You can access information about your recent claims, policy information and see your live benefits schedule by logging into your portal. To do this:

    • Click here and login using Unum Dental username and password (registration is required).
    • During this time, if you need to claim we encourage all reimbursement methods to be via bank transfer. Please enter the bank details you would like your reimbursement to be made into and hit submit. (Incorrect bank details can slow down your reimbursement so please make sure these are correct).

Group Income Protection, Group Life and Group Critical Illness

  • Under the terms of our current standard policy UK employees (members under a policy) can be based outside of the UK. This is subject to:

    • The member must have a contract of employment with a UK resident employer and remain on the UK payroll.
    • Premiums continuing to be paid.
    • The terms and conditions of the policy being met for these members.
    • In normal circumstances these members cannot be based in a country on the UK Governments Financial Crime Red List. This list may change from time to time.
    • If a member is based in a Red Listed country on a temporary basis during the coronavirus pandemic they must return to the normal working arrangements (as per the risk accepted by us) as soon as reasonably practicable when restrictions are lifted.


    Premium and claim benefit must continue to be paid from and to a UK bank account.

    We would consider claims in the normal way and subject to us being able to obtain satisfactory medical evidence.

    Details of employees working overseas must be provided at the quote stage and at each rate review.

  • Cover would remain in place in respect of eligible members as long as premiums continue to be paid by the policyholder.

  • Yes.

    The Coronavirus Job Retention Scheme ended on 30th September 2021. For employees who were placed on furlough, had their hours reduced or were requested to take a temporary pay cut for a period up to the end of September 2021 we can continue cover at the pre-reduction level as follows:

    • Reduced hours - we are able to provide cover on the basis of the normal contractual hours rather than the reduced hours. This also applies if hours were reduced to zero.
    • Reduced salaries - for employees requested to take a temporary pay cut, we can continue to insure benefits based on their salary immediately prior to such a reduction. This also applies if salary was reduced to zero.
    • Furloughed employees - for employees who were furloughed we can continue to insure benefits based on their salary immediately prior to being placed on furlough salary.


    This is subject to:

    • Premiums continuing to be paid for the full benefit.
    • The employee remaining employed.
    • Our normal terms and conditions.
    • We must continue to receive member data stating employees' pre-reduction salaries and not their reduced levels. Please note that where the salary definition includes bonuses and other fluctuating elements and these have been reduced due to the employee being placed on:
      • Furlough; or
      • Reduced hours; or
      • A reduced salary


    it is important that the data reflects the cover the employer wants to provide e.g. averaged over the 3 years prior to the reduction or averaged over the period stated in the policy.

    • Benefits cannot be increased during this period other than for salary related increases in line with the employer’s general pay increases.


    The above is:

    • Our default position.
    • Only applies in response to the coronavirus.
    • Can apply for renewals up to 31st January 2022.


    We must be notified if the employer wishes to take a different approach.

  • In these circumstances, the employee would be regarded as being actively at work as long as they have not received medical advice to refrain from work.

  • An employee who is self-isolating or shielding, but otherwise fit to work would be regarded as meeting the actively at work requirement.

    For clarity, an employee who is self-isolating or shielding would not be considered actively at work if they have symptoms and have received medical advice to refrain from work.

  • No, there would be no impact on cover as along as the employer continued to pay premiums. The policy terms and conditions would apply.

Group Income Protection policies (GIP)

  • The deferred period would start from the date the member first became unable to work due to illness. We will link periods of absence during the deferred period if they are due to the same or related cause.

    For people who have been identified by the Government as being clinically extremely vulnerable from COVID-19 we can link:

    • Periods of absence due to COVID-19 symptoms.
    • Periods of absence due to the underlying condition which has led to them being placed in one of the above groups.


    For a claim to be paid the definition of incapacity under the policy must be met.

    For clarity receipt of a letter from the NHS informing an individual to self-isolate or shield is not in itself supportive of a claim meeting the terms and conditions of the policy.

  • There is no catastrophe limit under our GIP policies. Our current standard GIP terms do not include a requirement to follow FCO guidance for business travel.  

  • For a GIP claim to be valid, it must meet the terms of the policy which includes the member meeting the definition of incapacity and having been unable to work due to illness or injury for the whole of the deferred period.

Group Life policies

  • There are no general exclusions under our Group Life policies - all causes of death are covered for eligible members. However, there is a restriction on travelling on business against Foreign and Commonwealth Office advice (please see below).

  • The Foreign and Commonwealth Office (FCO) Travel Advice service uses a traffic light system of:

    • Red - advise against all travel
    • Amber - advise against all but essential travel
    • Green - normal safety precautions


    Under the terms of our current standard policy, there is a restriction on travelling on business where the FCO advises against all travel (red zone). Where the FCO has advised against all travel to an area, our Group Life policies will not cover individuals subsequently travelling to that area on business. We will, however, cover any individuals who travelled on business to an area which was not a red zone when they travelled, but has since become a red zone.

  • A catastrophe means one or a series of originating causes or events which results in more than one death, irrespective of the period of time or area over which they take place.

  • The catastrophe clause could be invoked if the catastrophe provisions under the policy are met. The coronavirus pandemic would be considered as one originating cause.

    However, as the catastrophe limit is usually at least £100 million per policy, it is very unlikely that the limit would be reached. Please check policy documents for the catastrophe limit applying to a particular policy.

Other products
More questions answered

  • There is no catastrophe limit under our GCI policies. Our current standard GCI terms do not include a requirement to follow FCO guidance for business travel. 

    Coronavirus is not specifically covered under our GCI policy, but claims may be considered under other conditions. For a GCI claim to be valid, it must meet the terms of the policy, including:

    • The definition for the condition outlined in the policy being satisfied; and
    • The pre-existing conditions exclusion not applying to the member
  • There are no general exclusions under our current Executive Income Protection policy.

    However, as part of the medical underwriting process, we may have identified that we cannot provide cover for certain medical conditions or certain circumstances. Please check policy documents to see if any such exclusions apply to a particular policy.

    Our current standard Executive Income Protection policy terms do not include a requirement to follow FCO guidance for business travel.

    For an Executive Income Protection claim to be valid, it must meet the terms of the policy which includes the insured life meeting the definition of incapacity and having been unable to work due to illness or injury for the whole of the deferred period.

  • Existing customers

    For existing SPI policies, we will pay claims where a person has received medical advice to self-isolate due to the coronavirus and cannot work from home.

    Claims will be paid for a maximum of 14 days following satisfactory completion of the deferred period according to our policy terms and conditions. This only applies in relation to the coronavirus.

    Medical evidence to support the claim will be required if self-isolation goes beyond 14 days.

COVID-19 information hub
Find out more

COVID-19 Group Risk Claims and FAQs

Updated on 05/01/2021

COVID-19 information hub

We’re continuing to monitor the current coronavirus (COVID-19) pandemic very carefully. Find out more about our approach, how we can support you, and the answer to some common FAQs.

COVID-19 risk assessment

At Unum, we are committed to the safety of our people, our partners, and our customers at all times.

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