Coronavirus (COVID-19) FAQs
This information was updated on 08 February 2022 and is correct as of that date.
General COVID-19 FAQs
Should I get tested for COVID-19 ?
The latest Government advice is to take an antigen (PCR) test if:
- You have a high temperature
- A new continuous cough
- Any changes to your sense of smell or taste.
If you think you've had COVID-19 and you want to know if you've had the infection, you can buy an antibody test.
If you don't have symptoms but want to check if you have the virus, you can take a lateral flow test. These can be ordered from the NHS website, and you can do the test at home.
What are the tests for COVID-19?
The NHS offers COVID-19 testing for everyone over five years of age. In some instances you could obtain a test from an approved private provider. There are three types of test for COVID-19:
- PCR test – this tests for the presence of COVID-19, from a nasal or throat swab, or saliva. It can identify if you have the virus, even if you’re feeling well and not displaying any symptoms. These are the tests that the NHS is providing to anyone over the age of five with symptoms.
- Regular rapid tests – also known as lateral flow tests, these also test for the presence of COVID-19. They function a bit like a home pregnancy test, and can give results in under 30 minutes without needing to be sent to a lab. They are not as accurate as the PCR test and are intended to be used regularly by people without symptoms to check they remain COVID-free. They are available to anyone in England for collection from a local pharmacy.
- Antibody test – this is a blood test that can tell if you've had COVID-19 before or been vaccinated. The test detects your body's response to the virus or vaccination but cannot tell you if you currently have COVID-19.
Can you explain the COVID-19 test results?
What does a positive lateral flow test mean? What do I need to do?
If you have a positive lateral flow test, it is likely that you have COVID-19. You should self-isolate and get a PCR test as soon as possible to confirm the result. Please check the latest advice on the NHS website
What does a positive PCR mean? What do I need to do?
If your antigen test is 'positive', you will need so isolate straight away to avoid spreading the infection to other people. Being positive for COVID-19 does not mean that you will need hospital care. Treatment will vary depending on how unwell you are. In most cases, people with the virus recover from their symptoms at home.
A 'positive' antibody test means that you have had an immune response to COVID-19, which could be due to previous infection or it could be a result of vaccination. It doesn’t guarantee that you are unable to catch the virus again. So if you are unwell, we recommend that you read the advice on the NHS website.
What help is available if I'm experiencing financial difficulty at this time?
We understand that some of our individual and small business customers may be struggling. We have options in place to help with this.
For more information, contact our:
• Health insurance team on 0345 602 3351
• Life insurance team on 0345 273 9961.
Do Vitality cover COVID-19 vaccinations?
If you have Vitality health insurance
Can I get a COVID-19 test through Vitality?
- Personal health insurance
- Business health insurance
- Corporate healthcare
- Vitality at Work.
If you have a Personal Health Fund, you can use it to claim back the cost of your discounted COVID-19 test.
If you request a COVID-19 test, it does not count as a claim. This means it will not impact the calculation of your renewal premium.
How do I get a COVID-19 test with Vitality?
You can get a discounted test from Doctors Clinic Group and DocTap if you have an eligible health plan. You can book one of the following tests through Member Zone.
Click here to book a COVID test with Doctors Clinic Group or Doc TapWhilst most tests have good accuracy rates, they do vary. You should check with the provider of the test how accurate it is.
Can I get a private COVID-19 test in the Doctors Clinic Group clinics?
If I go on to develop a secondary problem related to COVID-19, would this be covered?
If you have Vitality life insurance
Would my life insurance claim for COVID-19 be eligible?
Am I eligible to claim for COVID-19 under my serious illness cover plan?
Can I claim under my Income Protection plan if I need to take time off work due to COVID-19?
But you won't be able to claim if your workplace closes or it can't operate due to social distancing.
Are Vitality Nurses operating?
For each face-to-face interview Vitality Nurses will reduce any risks with PPE and pre-screening scripts.
If you have a Vitality investment plan
How can I keep track of my plan?
You can manage your Invest plan online through the Member Zone where you are able to:
- View your plan
- View and manage your plan documents
- Change your fund choice
- Stop, start or change regular monthly payments
Alternatively, you could speak to your financial adviser to manage your invest plan on your behalf.
Do I need financial advice?
How can I get financial advice?
Can Vitality give me advice on what to do with my invest plan?
I need to send you a document - how can I do this?
How do I get in touch with your customer service team?
You can send us an email on investcustomerservices@vitality.co.uk. We’d also be happy to speak to you, so to make sure you get through to the right person please use the correct number below:
New investment enquiries 0808 250 8795
Monday – Friday: 9am – 5pm
Saturday – Sunday: Closed
Existing members customer services enquiries 0333 9960 400*
Monday – Friday: 9am – 5pm
Saturday – 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 a ‘03' number will be included. If you are calling from overseas, please dial +44 (0)208 161 9556. This call will be charged at your phone provider’s standard rate.
What are your bank details for sending electronic payments?
- Account name: Vitality Life Limited – Vitality Invest Client Receipts Acc
- Sort Code: 40 02 50
- Account number: 11357190
- Payment reference: Plan number starting with 8000 or your Vitality Membership number.
I want to open a Vitality Stocks and Shares ISA or Junior ISA - what do I do?
If you have Vitality Worldwide Travel Cover
Am I covered for trip cancellations due to COVID-19?
- You booked a trip before the pandemic; and
- It was cancelled because of it; and
- You're not entitled to a refund from your travel provider.
Am I covered for overseas medical expenses as a result of COVID-19?
Am I covered for future bookings?
- Unused travel costs
- Unused accommodation costs
- Costs of making alternative travel arrangements.
I booked a trip some time ago which hasn't taken place yet. The UK Government have now advised against travel to my destination. Should I cancel my trip now?
The UK Government says British Citizens shouldn't travel to where I'm going. I'm a resident in the UK but I'm not a UK citizen, so does the advice apply to me?
I booked my trip before The Foreign, Commonwealth and Development Office (FCDO) advice not to travel to my destination came into effect. I only paid the deposit, but the accommodation provider is now asking for the balance. If I pay and the holiday needs to be cancelled later, can I claim on my Worldwide Travel Cover?
- The trip was booked before 17 March 2020; and
- The FCDO is advising against travel to your destination; and
- Your accommodation is open.
Will I be covered if I book a trip for later this year or next year?
I made a successful claim on my Worldwide Travel Cover. The travel provider has been in touch to offer me a refund. Can I accept it?
Get in touch with us if you receive a refund from your travel provider as you may need to return some of it to us.