Unum adds GP advice line to help employees seek health guidance

Unum UK has added a Clinical Advice Line to its Help@hand service, giving employees access to a UK-based GP by phone within two hours for health advice and guidance.

The insurer said the service has been introduced in response to demand from employees who need professional reassurance about a health concern but may not require a diagnosis or treatment.

Analysis of Help@hand usage found 18.2 per cent of Remote GP appointments were resolved through advice or reassurance.

The findings suggest access to trusted clinical guidance could have a role in helping employees make earlier and more informed decisions about their health, potentially directing them towards appropriate support before a concern develops or begins to affect their ability to work.

The Clinical Advice Line will allow employees to discuss symptoms, medication questions and treatment options with a GP, as well as receive guidance on the most appropriate source of care.

It will sit alongside Help@hand’s existing Remote GP service, through which Unum said 99 per cent of appointments are offered within 24 hours.

The launch also comes as the ways people seek health information continue to change. Unum found 12 per cent of surveyed Help@hand users would have researched their health concern online if they had been unable to access a GP appointment.

Separate research cited by the insurer found one in seven people had used artificial intelligence (AI) instead of seeing a GP. Help@hand recorded more than 245,000 interactions during 2025, spanning services including Remote GP appointments and physiotherapy.

Saumya Barber, Head of Proposition Development & Customer Experience at Unum UK said: “Not every health concern starts with needing a diagnosis or treatment. Often, people want reassurance, clarity and a trusted clinical view on what to do next. This tells us there is a clear need for more flexible routes to professional support. The Clinical Advice Line gives employees direct access to a qualified GP, helping them better understand their options. In 2025 alone Help@hand saw over 245,000 interactions, from Remote GP appointments to physiotherapy sessions, so the new service gives people another way to make informed decisions about their health.”