We continue to take into consideration the COVID-19 pandemic. Here are some frequently asked questions (FAQs) across all areas of our business.
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. Our top priority is to continue serving our customers while caring for our people and we’re confident in our ability to do this.
What's the best way to use Unum's Help@hand virtual GP and support services (available to all insured employees of Group Risk policyholders)?
Help@hand’s1 remote GP service remains available 24/7 for medical queries, including those related to possible COVID-19 infections. This is an important resource as access to NHS GPs has become more difficult due to pressure on primary care.
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 the Unum customer. 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.
Help@hand is provided by Square Health Limited, registered in England and Wales Number 07054181. Crown House, William Street, Windsor SL4 1AT.
We are committed to helping customers as much as we can. If you are experiencing difficulties paying your premiums as a result of the rising cost of living, don’t hesitate to contact us on email@example.com. We’re happy to work with you to see what we can do to help.
Yes. Unum Dental cover now includes the cost of PPE up to a £50 maximum annual limit per insured person. Please ensure that your dentist lists the cost of PPE on your itemised receipt.
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.)
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:
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.
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:
This is subject to:
The above is:
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.
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.
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:
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 foreign, commonwealth & development office guidance for business travel.
For a GIP claim to be valid, it must meet the terms of the policy. This 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.
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 advice from the Foreign, Commonwealth & Development Office (please see below).
The FCDO Travel Advice service uses a traffic light system of:
Under the terms of our current standard policy, there is a restriction on travelling on business where the FCDO advises against all travel (red zone). Where the FCDO 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.
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:
We're here to help