1. Account and policy information
  2. Claims
  3. Rehabilitation
  4. Employee Assistance Programme
  5. Data security
  6. Customer feedback

Account and policy information

1. I need help understanding my account

We’ve tried to include a breakdown of everything that you’re paying for. We know this means our invoice has a lot of information, so these handy guides will help tell you what’s what.

2. How do I add a new category or a new TUPE to my policy?

You will need to send us:

  • Category name & Eligibility
  • Benefit Basis (Benefit levels, min/max ages, escalation rate, NI contributions, and Pension Fund Contributions
  • Membership data – name, date of birth, gender, salary, occupation, workplace location and any stated benefits

You’re welcome to use our handy and straightforward Policy Renewal template.

Our Broker Services or Financial Underwriting team will then send you a quote. Once you accept it, we will add the new details to our system, and provide an invoice and the policy documents.  

3. My policy is up for Renewal, what information do you need?

Our handy and straightforward Policy Renewal template is quick and easy to use. It lists all the categories of information we need and can be emailed directly to us.

4. How do I change my scheme name?

If your company name is changing, please send us a Companies House reference as confirmation (including any change to the company number).

5. Where can I find a medical health and lifestyle questionnaire?

Click here for our medical health and lifestyle questionnaire. You might also know it by its old name - scheme member's application form.

6. Where can I find information on tele-underwriting?

Medical underwriting is the term used when we consider a person’s medical history before deciding on insurance cover. Our tele-underwriting service aims to make this process as easy as possible.

Click here for information on tele-underwriting

7. How do I make a claim?

Please click here to be taken to our designated claims section which has all the information you’ll need.

8. Do I need to let Unum know about membership changes?

Yes, please, but how soon we need to know depends on your policy.

For schemes with fewer than 10 people:

Please email us when there are any membership changes in the policy year. We can then update our systems and will take the changes into account at the next policy review.

For schemes with 10 or more people:

We only need an immediate email:

  • If there are significant changes to your business (such as a merger or acquisition, you sell part of your business, or the nature of your business changes)
  • If a member is discretionary
  • If there is a need for underwriting

Otherwise, you can simply tell us when your policy is next due for renewal.

9. Where is my invoice/refund?

If you are an employer, in the first instance, please contact your broker, who will get in touch with their local Unum Broker Services team. We’ll get back to them as soon as we can with an answer. However, in the unlikely event your broker is unable to help you, please see our 'Existing policy queries' section on our contact us page for the appropriate team.

10. How can I get a Scheme Specification/copy of my account/copy of my policy document?

If you are an employer, in the first instance, please contact your broker, who will get in touch with their local Unum Broker Services team. We’ll get back to them as soon as we can with an answer. However, in the unlikely event your broker is unable to help you, please see our 'Existing policy queries' section on our contact us page for the appropriate team.

11. Who do I contact for general account queries?

If you are an employer, in the first instance, please contact your broker, who will get in touch with their local Unum Broker Services team. We’ll get back to them as soon as we can with an answer. However, in the unlikely event your broker is unable to help you, please see our 'Existing policy queries' section on our contact us page for the appropriate team.


Claims

Please note these FAQs are designed to give a general overview and will not fit every scheme or circumstance. For a precise answer to your question, please contact your Claims Management Specialist.

Group Income Protection

1.  Do I need to physically sign my claim form if I am completing it electronically?

For employees

Yes. We require a physical signature on normal writable PDFs.

We can also now accept e-signatures for consent and claim forms. If you would like to use this easy option, please get in touch with us directly or via your employer with your phone number and email address.

For employers

No. As long as you send the document to us via a work email so we have an audit trail, we can accept e-signatures instead of the claimant’s actual signature.

2. To consider a claim, does the deferred period have to be made up of continuous absence?

No. To complete a deferred period we can consider:

  • Continuous absence
  • Periods where a member is working, but in either a different occupation or in a reduced capacity due to illness or injury
  • Shorter periods of absence (of at least 2 weeks) interspersed with periods at work (where the deferred period is fully met within a time span of twice the deferred period)

3.  Why have you deducted Employment and Support Allowance (ESA) from the benefits when the member doesn’t receive it?

There are three types of policy that can be taken out with Unum - gross pay, fully integrated and net pay. The fully integrated and net pay policies take into account what the individual actually receives in regards to ESA benefits. This is taken into account within the pricing of the scheme, making for more expensive premiums.

The gross pay schemes can be either a set % of salary with no deductible or, allow for a set deductible from the benefit which is calculated based either on the current year’s ESA figures or is a set amount. This set deductible is taken into account within the pricing of a scheme, reducing the level of cover and the premiums. The deductible is taken off benefit regardless of whether ESA is actually received.

4. What happens to a claim if we end a member’s employment?

There are two scenarios:

If a member’s employment ends during the deferred period, their membership also ends and we cannot consider the claim unless they are an equity partner, LLP member or barrister.

If a member’s employment ends after the deferred period:

We can start paying direct where a member is an equity partner, LLP member or barrister, where an employer has ceased to trade and on pay direct group income protection policies. In all other cases we will normally agree to pay direct unless we think that the individual will recover or return to work within 6 months. We ask that we are given at least 14 days’ notice of the termination of employment.

If we do accept pay direct, there will be changes to the terms of payment, which may include changing the definition of incapacity. We will pay basic benefit only and we will deduct tax from it at the basic rate of 20%. Moving to pay direct may also affect the individual’s entitlement to some state benefits. In all cases you should contact your Claims Management Specialist to discuss the individual claim circumstances.

5.  Can I continue to work when receiving benefit from Unum?

Yes, you can return to work with your employer while we pay benefit, as long as the medical evidence supports that you are only able to do this on a part-time basis (in comparison to the pre-incapacity hours worked).

We will reduce the benefit in proportion to the new salary being received. For example if a claimant receives 40% of their previous salary we will reduce the benefit by 40%. We call this proportionate benefit.

So that a member is not penalised when we calculate proportionate benefit we will:

  • Increase their pre-incapacity salary in line with inflation and
  • We will not deduct state benefit

Proportionate benefit can be paid at any time after the end of the deferred period.


Rehabilitation

1.  What injuries/illnesses do Unum’s Vocational Rehabilitation Services assist with?

Our Vocational Rehabilitation Consultants can assist with all types of injury/illness – whether the condition is physical or emotional. We’ll also liaise with both employer and employee to determine what support is needed to help your staff member return to work or stay at work.

2.  What industries do Rehab Services work with?

We work with everyone – regardless of industry or size. We make sure we understand your business and the employee’s role to determine how best to support and achieve the desired outcome - whether it’s a return to their full role or an alternative role with reduced hours.

3.  When can I make a referral?

You can make a referral at any time - whether it’s for support to keep someone in the workplace or if they‘re currently off work and need help to return. There are no restrictions on timelines. In fact, the earlier you contact us, the quicker we can support you and your employee.  

4.  How do I make a referral?

It’s really easy.

  • Discuss it with your employee (there's more info on our service here)
  • Complete this absence management form - to tell us more about your employee and their absence from work
  • Ask the employee to fill in this consent form. Or we can call your employee if you prefer. We need consent before we can proceed.
  • Email both forms to us at premier.referral@unum.co.uk

5. What will a Vocational Rehabilitation Consultant (VRC) do?

This will depend on the type of support you have requested and what the employee needs.

Once we receive your employee’s consent, our VRC will call you to confirm details of the referral. The VRC will then arrange an assessment with the employee so we fully understand what barriers are preventing them from returning to work, or causing them to struggle at work.

Following this, our VRC will work with you, and provide a report and recommendations on how best to help your staff member achieve the return to work goals.

Typically, our report and recommendations will include:

  • A summary of the person’s condition
  • Their symptoms and current treatment
  • Suggested hours and tasks
  • Any workplace adjustments and accommodations they need

6. I need some quick advice, who can I call?

For quick, basic advice, you can also call our helpline 01306 646 001.

7. Does Vocational Rehabilitation Services cost anything?

No, our Vocational Rehabilitation support is included as part of your Unum policy as a built-in, added value service.

8. What else does Vocational Rehabilitation Services cover?

Our Rehabilitation and Wellbeing team can help you with a range of services. They can:

  • Meet you to discuss your absence management processes
  • Help you identify trends or strategies to better manage absence
  • Provide Line Manager or HR education through interactive workshops
  • Provide further information on specific conditions or signpost you to services to help you manage difficult situations

9. What is the difference between the services offered by Unum’s Vocational Rehabilitation Services Team and an Occupational Health provider?

Occupational Health can include a wide range of medical and rehabilitation intervention and the exact types of services will vary across providers. However, our Vocational Rehabilitation Services do not provide pre-employment screening, medical assessments, health screening or emergency first aid.  If your Occupational Health provider has absence management in place, we will work together with the provider to provide the best possible care for you and your employees.

10. How do I access Unum’s specialised assessments and treatments such as cognitive behavioural therapy and physiotherapy?

Our Rehabilitation team access these services as part of their case management toolkit. Where treatment will support a return to work, Unum will consider funding it.

These include:

  • Functional Capacity Assessment – assessment of an individual’s physical abilities and endurance for work-related tasks and postures using standardised measurement
  • Ergonomic Assessment – assessment of how an individual’s workstation and equipment is set-up
  • Psychological Assessment - assessment of an individual’s cognitive capacity to function in the workplace

Employee Assistance Programme

How can l help raise awareness about Unum LifeWorks?

Just fill in this request for an employer pack and we’ll do the rest. For more general information on Unum LifeWorks, click here.


Data security

Where can I find out more about your data security and data protection policies?

We’re committed to protecting and keeping information private and confidential. Here's our full Legal and Privacy statement.


Customer Feedback

If I have a problem, what do I do?

We want you to be completely happy with our service, but we appreciate things can sometimes go wrong. Here’s what you can expect from us if you have a complaint - from the first time you make contact, all the way through to referring your complaint to the Financial Ombudsman.

If I’m unhappy with Unum, what do I do?

First please get in touch with your main contact as we aim to resolve most cases immediately. However if you feel you would like to raise the matter with someone else or make a complaint, please contact our Complaints Team. They will review and investigate your concerns before issuing a Final Response.

Please click here for more details.