Coronavirus (COVID-19) FAQs
What should I do if I think I may have Coronavirus?
Should I get tested for Coronavirus?
Are coronavirus tests covered on my insurance plan?
Is Vitality still operating as normal?
What support can Vitality provide me at this time?
Our GP Advice Line is available to all members who have clinical concerns about Coronavirus. Full details on how to access it can be found in Member Zone.
If you have Vitality health insurance
Are Coronavirus tests available through Private Medical Insurance?
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?
Will the Coronavirus (COVID-19) pandemic mean my private operation or treatment will be postponed or cancelled?
Will I be able to initiate new claims?
We expect some private facilities to continue to provide private care, albeit on a reduced basis. Private facilities are expected to prioritise urgent care or where care cannot be safely delayed.Where private treatment is available, you can initiate a claim, however treatment may not happen as rapidly as before due to the current pandemic. Where treatment is not immediately available, we will register the claim and fund care as soon as it is available (subject to the terms and conditions of the plan).
How can I access physiotherapy?
Currently face-to-face treatment will be postponed and is available digitally. In person treatment will be available at a later date, as soon as social distancing guidelines are lifted. We recently added a new physio partner to our network, Ascenti, who have expertise in remote treatment. Bookings can be made online through our new online Care Hub in the Member Zone.
How can I access mental health treatment?
Face-to-face treatment has been postponed and will be reinstated as soon as social distancing guidelines are lifted. You can access our range of leading mental health support services online, with a range available (depending on your plan), including Big White Wall (an anonymous online support service), Vitality Healthy Mind, and our GP Advice Line. All are available through the Member Zone.
Can I still see a specialist?
Where specialists are providing face-to-face consultations, we will continue to cover these.
If I cannot access treatment through the private sector, would I be eligible to use the NHS?
Where urgent treatment is required and carried out through the NHS, you would benefit from Vitality NHS Cashback.
Will treatment continue for me if I am mid-claim?
If you are scheduled for non-urgent and elective treatment, you will likely have your care postponed. This will depend on the provider, region and type of treatment, as these will all be affected by the pandemic in different ways. We expect this position to regularly change. If you have care booked, you should check with your consultant and/or hospital about whether this care is going ahead. Each healthcare provider will hold the most up-to-date information themselves.
I’m having financial difficulties due to the Coronavirus pandemic and cannot afford to pay my premiums. What are my options?
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?
How can I keep track of my plan?
- 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.
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?
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?
Vitality Worldwide Travel Cover
Am I covered for cancellation or curtailment of a trip due to the Coronavirus pandemic?
Am I covered for overseas medical expenses as a result of Coronavirus?
Am I covered for future bookings?
As we’ve mentioned, any booking you’ve already made will continue to be covered under the cancellation and curtailment benefit, and we’ll continue to provide overseas medical expenses cover on any trip, subject to the guidance outlined above. Once the situation has stabilised, we’ll get back in touch with any updates we have.
Given the current situation, I no longer want to go on my trip, even if the FCO advice changes to allow travel to my destination. If I cancel now can I claim on my travel insurance?
No. Your travel insurance is designed to cover you for the cost of your trip if you can’t take it in a number of specific situations, including if the FCO advise against travel to your destination. If, at the time of your departure, the FCO are not advising against travel to your destination but you have changed your mind about going, you can’t make a claim.
I booked a trip some time ago which hasn’t taken place yet. As the British Government have now advised against any international travel until further notice. Should I cancel my trip now?
The UK Foreign and Commonwealth Office (FCO) says British Citizens should not travel abroad. Anyone living in the UK and travelling abroad should return to the UK. I am resident in the UK but I am not a UK citizen, so does the advice apply to me?
I have paid for flights or accommodation which I can no longer use. Should I get a refund from the provider? If not, can I claim on my travel insurance?
If the flight has not been cancelled, the accommodation is still available and the provider is unwilling to give a refund, register a claim with us.
I booked a non-refundable flight or holiday. Does that mean I am not entitled to a refund from my travel provider if they cancel the trip?
I am having problems getting a refund for accommodation the provider has cancelled or been unable to provide. I am entitled to a full refund from them. What can I do?
1. Chargeback scheme: This is a voluntary scheme that applies to purchases on debit and credit cards. You can contact your bank and ask them to intervene with the travel provider on your behalf.
2. Consumer Credit Act: Under Section 75 of the Consumer Credit Act, a credit card company is jointly liable, with the vendor, for the provision of the goods and services you have purchased. This applies to purchases between £100 and £30,000. If the travel provider doesn’t give you a full refund, you can apply for one from your credit card provider. This only applies to credit card payments and not debit cards.
The FCO have advised against all but essential travel. What do Vitality consider to be essential travel?
I booked my trip before the FCO advice was issued. Initially I only paid the deposit, but the accommodation provider are 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?
If my flight, can I claim on my Worldwide Travel Cover for the cost of connecting flights from one international destination to another?
I was part-way through my trip when the FCO advice advised all UK residents to return to the UK. Can I claim on my travel insurance for the part of my trip I couldn’t use?
I began my trip before the FCO advice came into effect but my trip was planned to last for weeks. Am I still covered?
If you are having difficulty returning to the UK, contact us so we can advise what you are covered for. If you decide to remain abroad, against the FCO advice, without making an attempt to return, you won’t be covered under your plan.
I am currently abroad and trying to get a flight back to the UK. However, I cannot get through to the airline. Can Vitality help?
If it is impossible for you to return to the UK on a commercial flight, contact us to let us know of the circumstances and we can confirm what cover is available. You should also check if the FCO is arranging repatriation flights back to the UK from your destination.
I made a successful claim on my Worldwide Travel plan, and now the travel provider has been in touch to offer me a refund. Can I accept?
If you receive a refund from your travel provider after we have made a payment to you, you should get in touch with us as you may need to return some of the money.
Partners and rewards
How can I continue to get active and earn Vitality points and rewards?
Members have until 31 August 2020 to sign up to the Peloton or Jennis fitness app offers through Member Zone.
Nuffield Health Fitness & Wellbeing Clubs / Virgin Active Gyms / David Lloyd Clubs
The Government has announced that gyms are allowed to reopen from 25 July:
- David Lloyd Clubs: You can read about their new normal on their website.
- Nuffield Health & Wellbeing Clubs: You can read about Nuffield Health & Wellbeing Clubs reopening on their website.
- Virgin Active: You can read about their reopening journey on their website.
With cinemas reopening from July, we will reduce Rakuten TV movie vouchers to one voucher per week. The last ""two"" voucher email will be sent on 27 July 2020. The first ""one"" voucher email will be sent on 3 August 2020.
Waitrose & Partners
We have extended the Waitrose & Partners discount on healthy food up to 31 August 2020. Members can sign up to this benefit in Member Zone. Members with one plan will continue to receive a flat 25% discount. Members with two qualifying plans will continue to receive a flat 40% discount.
Will my Vitality status and Vitality Healthcheck be affected if I need to self-isolate?
However, to further support you during these unprecedented times, we are introducing a Vitality status guarantee.
If your plan renews between 6 April and 30 June 2020, we will take either your previous plan year’s Vitality status, or your current year’s Vitality status, whichever is the highest. Any Vitality Healthcheck measurement which was in a healthy range (green zone) in your previous plan year, will remain valid for your current plan year. For life insurance members, this includes Vitality Healthcheck results used for setting your Wellness Status or in calculating your cashback for the year.