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Manage my plan

Find out how to manage your plan by making a claim, viewing your excess or adding members.

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How do I add or remove someone from my plan? 

If you have personal health insurance and would like to add or remove someone in your family, you can email us in the Member Zone.  

If you have a business plan, or you’re a member of a trust scheme, please speak to your Group Secretary or HR contact. 

How does my health insurance renewal work? 

We calculate your renewal premiums by taking into account your age, the base medical inflation rate and any claims you’ve made. We also look at your Vitality status. We call this ABC and any increase in your renewal premium will be the sum of these. You can find out how to keep your premiums low here

How can I make a claim? 

If you have health insurance with us, you can make a claim through the Care Hub. Or you can book a private video consultation in the Vitality GP app. If they refer you for treatment, one of our partners will be in touch to arrange an appointment. If you have life insurance with us, please read this guide to make a claim. 

How do I view my excess? 

Log into the Member Zone and you can see what your excess is on the first page. Your membership certificate will also say if you have an excess. You can find this in ‘My documents’ on the Member Zone. You can track your excess and when this is renewed by visiting the Care Hub

What is Vitality GP? 

You can get online doctor appointments with our Vitality GP app. You can be referred for treatment and get trusted health information. The app also lets you arrange face-to-face health sessions. It’s included on all our Core plans and Vitality at Work. Go here to set up your Vitality GP app

How do I add or remove someone from my plan? 

To remove or add someone, please call us on 0345 601 0072. Depending on the change, there may be a charge for underwriting. 

How can I make a claim?  

Email or call 0345 601 0072. Our openings hours are at the bottom of this page. Remember, you’ll need to have all the important information to hand when you contact us. Find out more here.  
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Monday to Thursday: 8.30am – 6pm
Friday: 8.30am – 5pm*
Saturday and Sunday: Closed

*Calls to ‘03’ numbers cost no more than a national rate call to an 01 or 02 number, whether from a mobile or landline. If you get inclusive ‘free calls to local rate numbers with your landline or mobile tariff, calls to ‘03’ numbers will be included.