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 with the ‘How to Pay’ section of My Account (paid by Direct Debit).

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. If you’re an old hand (pre June 2016), here’s our guide to your invoice and Premium Calculation Advice. If you’re new to us (since June 2016) welcome - and here’s our guide to understanding your account.

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 Financial Underwriting team will then send you a quote. Once you accept it, we will add the new details to our system 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 20 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 20 or more people:

We only need an immediate email:

  • - when changes result in a more than 30% change to the number of people in the scheme
  • - 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 call us on 0345 600 9762.

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 call us on 0345 600 9762.

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 localUnum 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 call us on 0345 600 9762.


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.

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

For an employee

Yes, we do require a physical signature.

For an employer

No. As long as you send the document to us via a work email so we have an audit trail, we can accept electronic signatures without the need for a physical 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

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. However, we can continue to consider claims for equity partners and LLP members.

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

We can start paying direct where a member is a partner, 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 from the end of the deferred period or any time during a claim.


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 mental, major or minor. 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.

  • 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. Alternatively, our Rehabilitation staff can ask your employee for their consent verbally over the phone. We need consent before we can proceed with our rehab services.
  • email both forms to us at premier.referral@unum.co.uk

For quick, basic advice, you can also call our Helpline. Please call 01306 646 001 and a Vocational Rehabilitation Consultant will call you back with an answer within 24 hours.

There is no set time for referring an ill or injured member of staff. We always recommend you refer an employee as early as possible, so we can plan how best to support them. And you don’t have to wait until they are absent – you can also refer someone who is at work but may be struggling because of their illness. Remember, for anything other than employer-only advice, you’ll need your employee’s consent first.

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

This will depend on the type of support you have requested and what is appropriate for your employee’s situation.

Once we receive your employee’s consent, our VRC will call you to confirm details of the referral and to discuss what support you would like. The VRC will then arrange a meeting with the employee at their home, workplace or by telephone (depending on their medical situation) so we fully understand what barriers are preventing them from returning to work, or causing them to struggle at work.

Our telephone assessments and support are particularly useful when immediate support is needed. Following this, our VRC will liaise with you, your employee and any other stakeholders, and provide a report and recommendations on how best to help your staff member to achieve a sustainable return to work. Typically, this will take into account the person’s condition, their symptoms and treatment, plus any workplace adjustments and accommodations that may be needed.

If you have requested full case management, or case management is considered necessary by the VRC they will also conduct regular reviews and keep in touch with all parties.

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

For on the spot advice, please call our Employer helpline on 01306 646 001. A Vocational Rehabilitation Consultant is available to take your call and will respond to your query within 24 hours.

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 experienced consultants 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. For more information about how we work with Occupational Health, click here.

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

Our Rehabilitation team access these services as part of their case management toolkit. Where one of our Rehabilitation team recommends using these specific services, Unum will provide the funding, where we think it's appropriate. Or, if you prefer, we’re more than happy to help you source and arrange these services directly.

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
  • Job Analysis Assessment - assessment of the physical demands of an individual’s job duties

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.