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Coronavirus (Covid-19) FAQs
This information was updated on 26 February 2021 at 3.30pm and is correct as of that date.
Following the introduction of a further national lockdown, we would like to assure our members that health care and support continues to be available.We are working closely with our providers to ensure our members have access to the healthcare they need and understand any potential impact on services. We would encourage our members to continue seeking the care they require, and access care virtually where possible and appropriate. Where a member has any questions on accessing care at a facility we would ask them to reach out to their provider or us.
Please check back regularly for the latest information.
Should I get tested for Coronavirus?
If you have a high temperature, a new continuous cough or change to your sense of smell or taste, the latest Government advice is to take an antigen test. You can ask for a test through the NHS website.
If you think you've had Coronavirus and you want to know if you've had the infection, you can buy an antibody test. As no test is 100% accurate you should continue to follow Government guidelines on social distancing, handwashing and face coverings.
What are the tests for Coronavirus?
The NHS offers Covid-19 testing for everyone symptomatic over five years of age. In some instances tests are also available privately. There are two types of test for Covid-19:
1. Antigen 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 5 with symptoms.
2. Antibody test – This tests to see if you may have had the virus. A blood sample will show if you have had an immune response. But, these tests are likely to not be positive until several weeks after the infection.
Whilst most available tests have good accuracy rates, they do vary. You should check with the provider of the test how accurate it is. Even if you have tested positive for the virus and recover, or have a positive antibody test, you should continue to follow the guidelines on social distancing, hand-washing and face-masks. It is still not clear if people have long-lasting immunity against re-infection.
1. Antigen 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 5 with symptoms.
2. Antibody test – This tests to see if you may have had the virus. A blood sample will show if you have had an immune response. But, these tests are likely to not be positive until several weeks after the infection.
Whilst most available tests have good accuracy rates, they do vary. You should check with the provider of the test how accurate it is. Even if you have tested positive for the virus and recover, or have a positive antibody test, you should continue to follow the guidelines on social distancing, hand-washing and face-masks. It is still not clear if people have long-lasting immunity against re-infection.
Can you explain the Coronavirus test results?
Antigen tests
• Tests can show you have (or have had) the virus, when you don’t (false positive). They can also show you to not have the virus, when you do (false negative)
• If your antigen test was 'positive', it 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 can self-isolate and recover from their symptoms at home
• If you have a negative antigen test, you may need to take another test. This is important if there is a high probability of infection. For example, if you live with someone who has had the virus or if you are a healthcare worker.
Antibody tests
• A 'positive' antibody test does not mean that you have full or partial immunity from having had the virus. It also doesn’t guarantee that you are unable to catch the virus again
• If you are unwell, we recommend that you read the advice on the NHS website.
• Tests can show you have (or have had) the virus, when you don’t (false positive). They can also show you to not have the virus, when you do (false negative)
• If your antigen test was 'positive', it 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 can self-isolate and recover from their symptoms at home
• If you have a negative antigen test, you may need to take another test. This is important if there is a high probability of infection. For example, if you live with someone who has had the virus or if you are a healthcare worker.
Antibody tests
• A 'positive' antibody test does not mean that you have full or partial immunity from having had the virus. It also doesn’t guarantee that you are unable to catch the virus again
• If you are unwell, we recommend that you read the advice on the NHS website.
Is Vitality still operating as normal?
Vitality is operating normal service hours and you can contact us in the usual ways.
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?
We have a range of options available if you have affordability concerns.
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.
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?
No. The vaccine is not currently available privately. The vaccine is being distributed through the public health system, with priority for the vaccine determined by the Government based on advice from the Joint Committee on Vaccination and Immunisation (JCVI).
If you have Vitality health insurance
Can I get a Covid-19 test through Vitality?
Vitality health members can buy a discounted antigen or antibody test through Member Zone. They're available on the following plans:
• Personal health insurance
• Business health insurance
• Corporate healthcare
• Vitality at Work.
Our GP partner, Doctors Clinic Group, are offering a discount on Coronavirus tests for Vitality members, when booked through the Member Zone.
Coronavirus test costs are to be paid in full by you.
If you have a Personal Health Fund, you can use it to claim back the cost of your discounted Coronavirus test.
If you request a Coronavirus test, it does not count as a claim. This means it will not impact the calculation of your renewal premium.
• Personal health insurance
• Business health insurance
• Corporate healthcare
• Vitality at Work.
Our GP partner, Doctors Clinic Group, are offering a discount on Coronavirus tests for Vitality members, when booked through the Member Zone.
Coronavirus test costs are to be paid in full by you.
If you have a Personal Health Fund, you can use it to claim back the cost of your discounted Coronavirus test.
If you request a Coronavirus test, it does not count as a claim. This means it will not impact the calculation of your renewal premium.
How does the Covid-19 testing benefit work?
A discount is available for tests carried out at home and in clinic with Doctors Clinic Group. Click here for the latest information and to complete a booking.
How do I get a coronavirus test with Vitality?
Doctors Clinic Group is offering a discounted rate to VitalityHealth members with an eligible plan. You can book one of the following tests through the Member Zone.
| COVID test | How is the test taken? | Delivery times | Results turnaround times | Vitality member cost | |
|---|---|---|---|---|---|
| PCR testing (Antigen testing) | |||||
| PCR Swab at home tests (standard) | Self-test | Dispatched the next working day by Royal Mail Tracked 24 | 48 to 72 hours from when the lab receive your sample | £100 | |
| PCR Swab at home tests (Courier & Collect London Zone 1-4 only) | Self-test | Courier will deliver the next working day. They will wait 20 minutes for you to complete the test and deliver your sample to the lab. | 48 to 72 hours from when the lab receive your sample | £145 | |
| PCR Swab at home tests (drop-off) | Self-test | Dispatched the next working day by Royal Mail Tracked 24. You can drop off your sample at three locations. | 48 to 72 hours from when the lab receive your sample | £100 | |
| Standard PCR Swab in-clinic tests | In clinic | N/A | 48 to 72 hours from when the lab receive your sample | £125 | |
| Express PCR Swab in-clinic test (Chelsea & Covent Garden) | In clinic | N/A | 24 hours guaranteed | £249 | |
| Same day swab in-clinic test (Covent Garden) | In clinic | N/A | 4-6 hours guaranteed | £349 | |
| Antibody testing | |||||
| Antibody test | In clinic | N/A | Within 48 hours | £65 | |
Taking one of the tests will not affect your benefit limits. It will also not count as a claim on your plan for the purposes of calculating your premium at renewal. Appointments are available as one of your private face-to-face GP consultations you have access to each plan year.
If you are a Business Healthcare or Corporate Healthcare member with a Personal Health Fund, you can claim back the cost of the test from your available balance.
Whilst most tests have good accuracy rates, they do vary. You should check with the provider of the test how accurate it is. Even if you have tested positive for the virus and recover, or have a positive antibody test, you should follow the guidelines on social distancing, hand-washing and face-masks. It’s not clear if people have long-lasting immunity against re-infection.
What is included in the PCR home test?
The kit includes everything you need and step-by-step instructions. The swabs provided can be used to take nasal and throat swabs by scraping inside the nose and at the back of the throat. The swabs should be sealed in the containers provided and posted back to the laboratory for testing.
Can I get a Fit to Fly certificate?
If you have a PCR test, Doctors Clinic Group can provide you with a Fit to Fly Certificate as part of the test cost. You can select this option on the order If you have a PCR test, Doctors Clinic Group can provide you with a Fit to Fly Certificate as part of the test cost. You can select this option on the order form for home tests or request a certificate when taking a test at their dedicated pop-up clinic.
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.
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?
Doctors Clinic Group currently only provide swab tests at their Chelsea clinic. To see the most up to date information, please see the booking portal by clicking here. This clinic is only for patients who are not displaying symptoms. If you have symptoms, you should order a Doctors Clinic Group home test only.
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.
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 you need to speak to someone, follow the latest government advice on the NHS website. Please note that health insurance in the UK does not cover urgent or emergency care.
Vitality health insurance members who need to go to hospital due to Covid-19, can now get a cash benefit.
All Vitality health insurance members hospitalised due to Covid-19, are eligible to claim:
• Days 1 to 8 – £250 per day
• Day 9 onwards - £500 per day
A person with a stay lasting nine days or more, is more likely to need critical care for Covid-19. This is based on the latest evidence and research. This is subject to a maximum of £5,000 in total.
The cash benefit is now available to all current members who have a:
• Personal Healthcare plan
• Business Healthcare plan
• Corporate Healthcare plan
It is available for any admissions up to 31 March 2021. New customers will be eligible for the benefit after one month's Vitality membership.
You must provide an NHS discharge summary, which clearly states your name and personal details, details of the condition for which you were treated, and admission and discharge dates. A discharge summary will normally be provided at the end of a hospital stay. If not, it should be requested. Claims must be made within six months of your discharge from hospital.
Vitality health insurance members who need to go to hospital due to Covid-19, can now get a cash benefit.
All Vitality health insurance members hospitalised due to Covid-19, are eligible to claim:
• Days 1 to 8 – £250 per day
• Day 9 onwards - £500 per day
A person with a stay lasting nine days or more, is more likely to need critical care for Covid-19. This is based on the latest evidence and research. This is subject to a maximum of £5,000 in total.
The cash benefit is now available to all current members who have a:
• Personal Healthcare plan
• Business Healthcare plan
• Corporate Healthcare plan
It is available for any admissions up to 31 March 2021. New customers will be eligible for the benefit after one month's Vitality membership.
You must provide an NHS discharge summary, which clearly states your name and personal details, details of the condition for which you were treated, and admission and discharge dates. A discharge summary will normally be provided at the end of a hospital stay. If not, it should be requested. Claims must be made within six months of your discharge from hospital.
If I go on to develop a secondary problem related to Coronavirus, would this be covered?
You will be covered for all eligible treatment needed in the future, in line with the terms and conditions of your plan.
If I cannot access treatment through the private sector, would I be eligible to use the NHS?
You can receive eligible treatment either through your Vitality plan, or through the NHS (where available). Where any treatment is carried out via the NHS, members will be eligible for Vitality’s NHS Hospital Cash Benefit (subject to terms and conditions of their plan).
Will treatment continue for me if I am mid-claim?
During the peak phase of the pandemic, the majority of elective and non-urgent care was postponed. It has now resumed. If you are waiting for treatment, we’ll let you know your options. If you have any questions, contact our Member Care team.
Is private healthcare treatment through Vitality still available?
If you wish to register a claim, you can do so in the usual ways. Our claims pathway, including primary care services through Vitality GP, our Member Care team and online Care Hub, is operating as usual and available for members.
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.
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?
Should you pass away as a result of Coronavirus, or complications from the virus, a claim will be paid, as per the terms of your life insurance plan.
Am I eligible to claim for Coronavirus under my Serious Illness Cover (SIC) plan?
Serious Illness Cover (SIC) does not cover viruses such as Coronavirus specifically. Where the virus goes on to cause a Serious Illness as covered by the plan, you would be eligible to claim.
Can I claim under my Income Protection plan if I need to take time off work due to Coronavirus?
You can make a claim if you are unable to work due to having Coronavirus. This includes situations where medical quarantine is imposed by a doctor for Coronavirus, and where you are unable to perform your work duties whilst in quarantine. A claim can be made in line with the expiry of the deferred period, which will be detailed in the terms and conditions of your plan. You will not be eligible to claim on your Income Protection plan in the event that your work closes, or where you are unable to work due to social distancing or shutdowns in the general economy.
Are Vitality Nurses operating?
Under the latest guidance from the UK Government we are still able to maintain nurse screening services subject to the adequate PPE protocols that we already have in place. Vitality Nurses will continue to mitigate any risks with fully equipped PPE & pre-screening scripts for each face-to-face interview with your clients, while still providing the best service possible.
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.
Scotland update
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.
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.
Scotland update
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?
We know you might be anxious about your investment right now, and that's understandable. We're working closely with our fund managers and partners to ensure that our Vitality funds are performing in line with their objectives.
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.
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?
Your investment needs in the immediate future and over the longer term will be unique to you. Before making any decisions about your savings and investments you should make sure that you've obtained all the relevant information first so that you can give it careful consideration. A financial adviser will have expertise in this area and will be able to help you make these decisions.
How can I get financial advice?
If you need help with your invest plan, speak to an authorised financial adviser. You can find one at unbiased.
Can Vitality give me advice on what to do with my invest plan?
No, unfortunately we don't offer any advice to customers. You'll need to speak to your financial adviser if you have one, alternatively you can find one at unbiased.
I need to send you a document - how can I do this?
You can send your documents to us securely at investcustomerservices@vitality.co.uk or you can upload your documents by logging into your invest plan on the Member Zone. You can find this by navigating to 'Document' under your plan. You will find the 'Upload Documents' section under the graph for investment performance.
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?
• HSBC
• 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?
You can open a VitalityInvest Retirement Plan through your financial adviser. If you don't have a financial adviser you can find one using unbiased.
I want to open a Vitality Stocks and Shares ISA or Junior ISA - what do I do?
If you'd like to open a Vitality Stocks and Shares ISA or Junior ISA you can do this online or through finding a financial adviser.
If you have Vitality Worldwide Travel Cover
Can I add Worldwide Travel Cover to my plan?
For new members, there will be no cover under the ‘cancelling your trip or cutting it short’ benefit if the reason is connected to COVID-19. Unless you're joining Vitality on switch terms when you had travel insurance with your previous insurer. Then, we will cover you under this benefit if you booked your trip before 17 March 2020.
Am I covered for cancellation or curtailment of a trip due to the Covid-19 pandemic?
Cancellations for events that were reasonably foreseeable at the time of the booking are not covered. Bookings made from 17 March 2020 on existing plans will not be covered, given the pandemic's highly foreseeable nature.
Am I covered for overseas medical expenses as a result of Covid-19?
The Worldwide Travel plan will cover member’s trips abroad if legally permitted.
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.
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?
The purpose of the plan is to protect you against unforeseen events. There will continue to be travel disruptions, so you won't be covered under the 'Cancelling the trip and cutting it short' section of the plan for any trips booked on or after Tuesday 17 March 2020, if this is connected to Covid-19.
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.
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?
No. The advice of the FCDO can change quickly. You should not cancel future trips as you may be able to travel. If you do cancel your trip before it is clear whether it’s going ahead, you may not receive a full refund from your travel provider. You won’t be able to claim under your Worldwide Travel plan.
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?
Yes. The advice applies to all residents of the UK. If the FCDO advised against travel at the time of departure, we won't cover trips to those destinations.
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?
If, due to local restrictions, your accommodation isn't open, they should give you a full refund. If they're still open for guests but the FCDO have advised against travel to your destination and you booked your trip before 17 March 2020, register a claim with us.
Will I be covered on my Worldwide Travel plan if I book a trip for later this year or next year?
You won't be covered for any trip you book now that is later cancelled due to Covid-19. You will however be covered under the other sections of the plan providing the FCDO is not advising against travel on the day of your departure.
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?
We won’t cover you for medical expenses or losses if you travel outside the UK when the FCDO has advised against all travel, or all but essential travel, to the destination.
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?
Vitality Healthcheck at home were available from mid-April 2020. A Vitality Healthcheck will be carried out through a virtual appointment with a nurse, and using a health kit sent to you when you book an appointment.
Are all Vitality partners still open?
Our partners are closely monitoring the situation as it changes and are reacting to this as required. Here you can find the latest information from our partners who are experiencing changes to their service as a result of the pandemic. We encourage you to check the websites of our partners for more information about their response to the current situation.