Coronavirus (Covid-19) FAQs
Should I get tested for Coronavirus?
What are the tests for Coronavirus?
Can you explain the Coronavirus test results?
Is Vitality still operating as normal?
What support can Vitality provide me at this time?
Vitality is closely monitoring the situation as it develops, and is working to provide support where possible to our members.
To help you stay healthy in body and mind, we've put a bright new face on Vitality at Home and launched the Vitality at Home Winter Pack. Working with partners like Caffè Nero and Headspace, we'll reward you for staying active within your own four walls (and gardens).
Our GP advice line is now available to all members in England and Wales who have clinical concerns about COVID-19. Full details on the service and how to access it can be found in Member Zone.
We're continuing to work hard to ensure that we are able to provide valuable protection for you.
What help is available if I'm experiencing financial difficulty at this time?
It is important to keep your cover in place so you’re covered in the future. We recognise that some of our individual and small business customers may be facing particular affordability constraints at this moment in time. We have a number of structures in place to assist 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?
How does the Covid-19 testing benefit work?
How do I get a coronavirus test with Vitality?
What is included in the PCR home test?
Can I get a Fit to Fly certificate?
Please note, it’s your responsibility to check whether you are permitted to travel, any specific flight and border requirements, and that you have allowed adequate time to receive test results in time for travel dates.
Can I get a private Covid-19 test in the Doctors Clinic Group clinics?
If you have symptoms or are quarantining post-travel, it’s important for everyone’s safety that you stay at home. You can get a test via the NHS if you have symptoms. If you do not have symptoms but want a private Covid-19 test, you can order a Doctors Clinic Group test online to be delivered to your home.
Can I use my health insurance plan for treatment if I get Coronavirus?
If I go on to develop a secondary problem related to Coronavirus, would this be covered?
If I cannot access treatment through the private sector, would I be eligible to use the NHS?
Will treatment continue for me if I am mid-claim?
Is private healthcare treatment through Vitality still available?
Waiting times are currently in line with our normal service levels and our team are available to support members in the event that there are specific challenges accessing treatment in their local region or hospital.
The rates of COVID-19 infection differ by region. Similarly, the capacity of hospitals also varies by region. Our Member Care team are on hand to support you in accessing treatment as quickly as possible.
If you have Vitality life insurance
Would my life insurance claim for Coronavirus be eligible?
Am I eligible to claim for Coronavirus under my Serious Illness Cover (SIC) plan?
Can I claim under my Income Protection plan if I need to take time off work due to Coronavirus?
Are Vitality Nurses operating?
Please note that there may be some disruption to our service coverage, which may result in longer booking lead times. GP report requests are also likely to face longer delays as surgeries become involved in the vaccine roll out programme. We will attempt to maintain as normal a service as possible but also ask for your patience in the service challenges that will arise.
In accordance with the latest Covid-19 regulations published by the Scottish Government (as of Jan 2021), we have suspended face-to-face screening services by Vitality Nurses and Medical Screening Solutions in Scotland until further notice. We will continue to support you as we did during the previous lockdown.
If you have Vitality investments
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 payment.
Log in here. Alternatively, you could speak to your financial adviser to manage your invest plan on your behalf.
Are you worried about your investment?
It is important to remember that investing in equity and bond based funds is a medium to long term commitment, and fund values can go down as well as up. The recent market volatility due to the COVID-19 pandemic has certainly been extraordinary, but similar large market shocks have been seen in the past. Our funds have been designed with certain controls in asset allocation and stock choice to reduce the negative effect of falling markets.
All our Vitality funds are designed with medium to longer term investment timeframes in mind. So while we expect the current situation to impact values in the shorter term, we also expect that over the medium to longer term the market will have the opportunity to recover.
If you have a financial adviser, it would be best to speak with them if you have any questions or concerns.
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 firstname.lastname@example.org. 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 VitalityInvest Retirement Plan - what do I do?
I want to open a Vitality Stocks and Shares ISA or Junior ISA - what do I do?
If you have Vitality Worldwide Travel Cover
Can I add Worldwide Travel Cover to my plan?
Am I covered for cancellation or curtailment of a trip due to the Covid-19 pandemic?
Am I covered for overseas medical expenses as a result of Covid-19?
If you are admitted to hospital abroad, you and any insured dependants (an “insured member”) are covered up to £10m. But, if the Foreign, Commonwealth and Development Office (FCDO) are advising against all travel, or all but essential travel, to the destination at time of departure, you won't be covered.
If the FCDO advice changes during the trip, you will be covered until you return to the UK.
Am I covered for future bookings?
We will continue to provide overseas medical expenses cover on any trip. This is subject to the guidance outlined above. Once the situation has stabilised, we’ll get back in touch with any updates we have.
If your Worldwide Travel plan began on or after 1 September 2020, then you may not be covered under the 'Cancelling the trip or cutting it short' section of the plan. Check your membership certificate for details.
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 FCDO 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 FCO 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 plan?
Will I be covered on my Worldwide Travel plan if I book a trip for later this year or next year?
I made a successful claim on my Worldwide Travel plan. The travel provider has been in touch to offer me a refund. Can I accept it?
If the travel provider compensates you, we will deduct that amount from the amount we pay you. If we pay a claim we reserve the right to recover costs from your provider.
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.
What do Vitality consider to be essential travel?
Partners and rewards
Will my Vitality status and Vitality Healthcheck be affected if I need to self-isolate?
You’ll be able to stay active and earn Vitality points through both steps and heart-rate activity, helped also by the new Vitality at Home benefits available to you.
However, to further support you during these unprecedented times, we introduced a Vitality status guarantee.
Can I get a Vitality Healthcheck at home?
Are all Vitality partners still open?
Bluecrest Health Screening
Coffee at Home with Caffè Nero
During this time, members will be able to access our Coffee at Home benefit with Caffè Nero – available up until April 2021.
When your clients earn 40 activity points per month they can get a bag of coffee or capsules at no cost in the following month. They’ll also get a reward voucher for 50% off on up to four extra coffee products from the Caffè Nero range.
Coffee at Home vouchers can also be redeemed in store.
David Lloyd Clubs
Disney Store (Vitality Healthy Kids)
Mr & Mrs Smith
Mr & Mrs Smith have issued their own Coronavirus update. If you have any questions or concerns about an existing or potential booking, you can contact Mr & Mrs Smith 24 hours a day, seven days a week at Smith24@smithhotels.com.
Nuffield Health Fitness & Wellbeing Clubs
A Vitality Healthcheck at Home can be carried out through a ‘virtual’ appointment, and using a health kit sent to your client when they book an appointment.
We're continuing virtual Vitality Healthcheck appointments at home until further notice. Members can look in the Member Zone for more information.