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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

    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)

    Under our current SPI policies, we will pay claims where a person has received medical advice to self-isolate due to the coronavirus and cannot work from home.

    Claims will be paid for a maximum of 14 days following satisfactory completion of the deferred period in accordance with our policy terms and conditions. This only applies in relation to the coronavirus.

    Medical evidence to support the claim will be required if self-isolation goes beyond 14 days.


    Our dental policies are currently unaffected by the coronavirus pandemic.

    The quickest and easiest way to submit your claim is via our online portal.

    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.

    Group Risk Claims

    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.