We completely understand that as with any service, there’s often questions about how it works or what it offers. That’s why we’ve prepared this helpful FAQ to hopefully answer some of those questions that you’re unsure of.

If there’s anything that isn’t covered in these FAQs though, then our friendly team are happy to help. Just email help-at-hand@unum.co.uk and we’ll get back to you as soon as we can.

  • What does Help@hand cost users?

    There is no cost to your employees to use any of the Help@hand services. However, if an employee (or any family member they have added) requires medication, a referral letter or a private fitnote, they will need to pay for these. They will also need to pay a delivery charge if they opt to have the medication sent to them. The remote GP will go through options during the consultation.

  • How do my employees extend Help@hand to their partner and/or children*?

    Adding a partner or child is very straightforward. Once your employees have completed the registration process on the app, they can then add their partner and/or children by selecting the ‘My Family’ option from the home screen. Partners and children (over 18 years old) will be then be invited via email to download the Help@hand app and set up an account with their unique login details.

    *Partners can access all Help@hand services. Children up to their 18th birthday (or 24th birthday if in full-time education) can access the remote GP and second opinion services. Children over 18 can access the Employee Assistance Programme’s confidential helpline and online resources.​

  • Will my employees medical or health information be shared with me or Unum?

    No. Medical and health-related information will not be shared with Unum, any employer or third party at any point.

  • Can I use non-work email addresses to register my employees?

    Yes, if you’re unable to provide a work email address for your employees, you can use their non-work (personal) email addresses instead. Please ensure that you have the employee’s agreement to use their personal email addresses prior to registering for Help@hand.

  • What happens if an employee does not register within 24 hours of receiving their ‘welcome email’ (or the ‘welcome email’ was not received) – can they still use the service?

    Yes, they can still access the service by following the ‘Forgotten password’ link found on the login screen of the Help@hand app. The app will then prompt them with the simple steps required to reset their password and to start using the Help@hand services. Alternatively you can log into the employer portal and re-send their invite.

  • How do I amend an incorrect email address on the Help@hand Admin Portal?

    Once you’ve logged into the Help@hand Admin Portal, you’ll need to click on the ‘Employees’ tile on the main screen. This will display all your employees that are registered to access the services. Simply find the incorrect email address from the list, click the ‘three dots’ (also known as the ‘action button’) next to the email address and select the ‘de-register’ option when prompted. Once you have completed this step, you can add the correct email address by following the ‘add employee’ process on the portal.

  • How do I add/manage the administrators for my account on the Help@hand Admin Portal?

    You can quickly and easily manage the administrators for your account (including adding new administrators) by selecting the ‘Account Details’ button on the main screen and navigating to the ‘System Users’ tab.

  • What tasks do I need to perform to keep my account up to date going forward?

    Managing your Help@hand account is straightforward with minimal administration.

    You just need to remember to:

    • Add new employees that are eligible for Help@hand through your Unum policy. If you don’t do this then they won’t receive their welcome emails to download the app and start using the services.
    • Remove (de-register) employees that no longer work for your company

    All of this can be completed simply and quickly via the ‘Employees’ tile on the home screen of the Help@hand Admin Portal. You’ll also be prompted to view our CSV guide which provides you with more details on how to do this.

  • Can I see which of my employees have registered or used a service?

    Yes, the ‘Employees’ tile on the home screen of the Help@hand Admin Portal includes a status for each employee (email address) you have uploaded.

    The definition of each status is as follows:

    Active: The individual has booked an appointment or used one of the four main services (remote GP, mental health support, physiotherapy or second opinion)

    Registered: The individual has downloaded the Help@hand app and have registered their details. Note the name ‘First Name’ and ‘Last Name’ fields will only be populated once the employee has completed this as part of their registration process on the app, you cannot do this for them.

    Unregistered: The individual has have not yet registered to use Help@hand.

    Deregistered: The individual no longer has access to Help@hand.

    Enhanced employer management information will be available via the Help@hand Admin Portal later in 2021 (date TBC). We will ensure that this is communicated as soon as it is accessible.

  • How is my employee’s data protected?

    Unum have conducted comprehensive security due diligence checks with Square Health (the organisation that power the Help@hand app), who were able to provide the necessary assurance on their security controls. Full details can be found here.