Homepage

Health Plan 360 frequently asked questions

1. Help@hand login and registration support

  • You will receive a welcome letter via email to confirm your membership. This will include instructions on how to register for the Help@hand app. This is the quickest way to access all the benefits of Health Plan 360.

    If you are unable to use the Help@hand app, you can also use the employee portal to access Health Plan 360’s benefits and services and make claims. Please click here to register using your details (first name, surname and date of birth) exactly as they appear in your welcome letter.

  • If you are a Health Plan 360 user, you’ll need to set up your account the first time you use the app:

    1. Open the Help@hand app
    2. Select ‘Register with PIN’
    3. Enter your Membership Number (found in your welcome letter) as your PIN
    4. Enter your first name, surname, and date of birth (as shown in your letter)
    5. Add your email address and create a password for future logins

  • If you already have an account:

    • Log in as normal
    • Your Health Plan 360 services will be available automatically

    If you haven’t registered yet:

    1. Open the Help@hand app
    2. Select ‘Register with PIN’
    3. Enter your Membership Number
    4. Enter your personal details and create a password
    5. Once logged in:
      • Open the menu (top left corner)
      • Select ‘Add/Update PIN’
      • Enter the Group PIN provided by your HR or benefits team

  • If you already have an account:

    • Simply log in as usual
    • Any services linked to your Health Plan 360 cover will appear automatically

  • If you’ve previously been invited but didn’t complete registration:

    1. Select ‘Forgot password’ on the login screen
    2. Enter your work email address
    3. Follow the instructions to set up your account

  • If you are unable to use the Help@hand app, you can you can phone us on 0345 850 9447 (Monday to Friday, 9am – 5pm excluding bank holidays).

2. Claiming on Health Plan 360

  • You can check the status of the claim via the Help@hand app.

    Each Health Plan 360 claim will be assigned one of the following statuses: 

    • In progress
      We’ve received your claim and are working on processing it as soon as we can. 
    • Cancelled
      You cancelled the claim while it was in progress. We don’t process any claims you cancel. If you did cancel your claim in error or you need to correct a mistake, you can submit it again within 12 months of the treatment date. 
    • Missing information
      We don’t have enough information to process your claim. If we need more information from you, we’ll contact you to ask for the additional information we need. Once you have this, please select the claim and upload the requested information using the edit function. If we need more information from a third party (e.g. a treatment provider), we may contact them directly. 
    • Paid
      Your claim has been approved and we’ve sent payment to the bank account nominated when you submitted the claim. Please note it may take 3-5 working days for the payment to reach your account.  
    • Declined
      We’ve been unable to pay your claim this time. The reason should be displayed when you select a declined claim on the portal and on your claim decision notice sent to you. 

  • The simplest way to submit a claim is via the Help@hand app. Once you’ve opened the app and logged in, click the ‘Explore Health Plan 360’ button to get started. This will take you to the Health Plan 360 homepage. 

    From the homepage, you can see a step-by-step guide to making a claim or select ‘Make a claim’ and follow the instructions on screen to submit your claim.

    Please note, only the employee can make claims, including for all eligible family members.

  • Once we’ve received and processed your claim, we’ll let you know by email or by post. We aim to process claims with 10 working days from receiving all required information.

    Please note that you must submit all claims within 12 months of the treatment completion date. The treatment completion date is the date you received that treatment. If you submit a claim outside this timeframe, it may not be approved, and you may not be reimbursed.

  • The amount you receive for a claim depends on the level of cover you have, the treatment received and the amount of money we’ve paid you for that treatment so far in the period of cover.

    To see your level of cover and up-to-date benefit limits, please log in to the Help@hand app.

    If after reviewing your level of cover and remaining benefit limits you believe the reimbursement received is incorrect. You can contact us via this form, or you can phone us on 0345 850 9447 (Monday to Friday, 9am – 5pm excluding bank holidays) to speak with our Customer Support team.

3. Your Health Plan 360 cover

  • During your period of cover, you cannot cancel your cover unless you have undergone a life event. Details of the applicable life events can be obtained from your employer and your request to cancel must be made within one calendar month of a life event occurring.

    You can opt out of membership for a new period of cover, prior to the new start date, by following the process on your workplace benefits site, or otherwise contacting your employer.

  • You can’t change your cover during your period of cover unless you undergo a life event. If you do undergo a life event, you must request the change through your employer within one calendar month of the occurrence of a life event. Details of the applicable life events can be obtained from your Employer. 

  • Your Confirmation of Cover document which is included in your welcome communications includes full details of the benefits you are covered for. 

    You can also use the Help@hand app to access more information about your cover and to see your up-to-date benefit entitlements during the period of cover. 

4. Your Health Plan 360 membership

  • Your Health Plan 360 portal allows you to edit your contact phone number and bank details. You can do this in the ‘Cover details’ section of your Health Plan 360 portal. 

    For anything else, please notify your employer who can update your details on your behalf. 

  • Your welcome communications can take time to arrive depending on how long it takes for your employer to process and submit the information we require to confirm cover to the members of the policy. Please allow up to a maximum of six weeks from your employer’s policy start date for this to arrive.

  • We will provide your membership number on the initial welcome letter we send to confirm your membership. Please keep this in a safe place. 

    You’ll need your membership number during the initial registration process on the Help@hand app. It’s also a useful reference point to give us if you’re getting in touch with any Health Plan 360 queries. 

5. Contacting Unum

  • If you can’t find the answer to your question or would like to speak to someone, our team is available between 9am and 5pm, Monday to Friday (excluding Bank Holidays).

    You can use this form on our website to send us your query and we’ll get back to you as soon as we can during the above working hours. 

    Alternatively, you can call us on 0345 850 9447 or write to us at:

    Unum Limited
    Milton Court
    Dorking
    Surrey
    RH4 3LZ