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    COVID-19 update and FAQs

    Publish Date:

    The current coronavirus (COVID-19) pandemic is a situation we’re monitoring very carefully.

    Aside from the measures we’re taking to look after our people and customers, these are some of the common questions we’re being asked in relation to our business operations and policies.

    How are Unum's operations and services being affected?

    We have very detailed business continuity plans which we review continuously in light of the developing situation.

    Our top priority is to continue serving our customers while caring for our people and we’re confident in our ability to do this.

    We’ve identified critical system needs for our business and have plans in place to ensure they will remain operational during this pandemic. We also have enhanced technology infrastructure and well-established business continuity plans for home working.

    We’ll continue supporting the individual and family responsibilities our employees are likely to have during this pandemic while still meeting the needs of our customers.

    What's the best way to use Unum's Help@hand virtual GP and support services (available to GIP policyholders)?

    While users of the Help@hand remote GP service shouldn’t use this service if their primary concern is coronavirus infection, the remote GP is a very valuable service for non-coronavirus related medical issues. This may become an even more important resource as access to the NHS GP service is increasingly impacted by coronavirus cases.

    Anyone concerned over coronavirus infection should follow advice from the NHS website:

    Group Life policies

    Group Income Protection policies (GIP)

    Group Critical Illness policies (GCI)

    There is no catastrophe limit under our GCI policies. Our current standard GCI terms do not include a requirement to follow FCO guidance for business travel. 

    Coronavirus is not specifically covered under our GCI policy, but claims may be considered under other conditions. For a GCI claim to be valid, it must meet the terms of the policy, including:

    • The definition for the condition outlined in the policy being satisfied; and
    • The pre-existing conditions exclusion not applying to the member

    Group Income Protection, Group Life and Group Critical Illness

    Flex and Voluntary Benefits

    Can an employee who has been placed on furlough under the Coronavirus Job Retention Scheme (CJRS) continue to be covered under a flex or voluntary arrangement?

    Yes, as long as premiums continue to be paid.

    Executive Income Protection

    There are no general exclusions under our current Executive Income Protection policy.

    However, as part of the medical underwriting process, we may have identified that we cannot provide cover for certain medical conditions or certain circumstances. Please check policy documents to see if any such exclusions apply to a particular policy.

    Our current standard Executive Income Protection policy terms do not include a requirement to follow FCO guidance for business travel.

    For an Executive Income Protection claim to be valid, it must meet the terms of the policy which includes the insured life meeting the definition of incapacity and having been unable to work due to illness or injury for the whole of the deferred period.

    Sick Pay Insurance (SPI)

    New business

    To ensure we can continue to best serve our existing customers during the coronavirus pandemic, we have taken the decision to stop offering deferred period options of 1 to 3 weeks for all new SPI policies with immediate effect. This means that we will currently only offer SPI with a 4-week deferred period.

    This decision does not impact new business quotes which are within the quote guarantee period, existing SPI policies or our other products, including Group Income Protection.

    We will continue to monitor the situation and review our business plans on an ongoing basis.

    Existing customers

    For existing SPI policies, we will pay claims where a person has received medical advice to self-isolate for up to 14 days due to coronavirus symptoms and cannot work from home. In these circumstances the claim payment period would be 14 days less the deferred period. This only applies in relation to the coronavirus.

    Medical evidence to support the claim beyond 14 days will be required.


    Our Dental team is still available for any queries you may have. Please call us on 020 7265 7111 and we will be happy to help.

    All Unum products

    Group Risk Claims and Medical Underwriting FAQs

    For Group Risk Claims and medical underwriting questions please click here.


    If you are unsure who your contact is, you can also get in touch with us via


    Corona virus update.