Health Plan 360 frequently asked questions

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. 

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. 

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. 

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

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 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. 

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.

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.

It may take 3-5 working days from the date you receive your welcome letter to get full access to the Help@hand app as we complete the final setup. We appreciate your patience. 

If you are still unable to access the Help@hand app after this setup time, please contact us using the details below for additional support. 

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).

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. 

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 into the Help@hand app.