Coronavirus (Covid-19) FAQs
Should I get tested for Coronavirus?
Are coronavirus tests covered on my insurance plan?
How does the Covid-19 testing benefit work?
How do I get a coronavirus test with Vitality?
How accurate is the Abbott IgG Antibody Test?
Are the SureScreen IgG/IgM Rapid Antibody Tests effective?
DocTap uses the SureScreen test, which has been evaluated and endorsed by St Thomas's Hospital in London. Initial trials of SureScreen have suggested a high level of accuracy.
What is included in the PCR home test?
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
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?
Is private healthcare treatment through VitalityHealth currently available?
For our members who wish to register a new claim, you can now do so in the usual ways:
• Our claims pathway, including primary care services and Vitality GP
• Member Care team and online Care Hub
Waiting times are currently in line with our normal service levels.
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 VitalityHealth NHS Hospital Cash benefit.
Will treatment continue for me if I am mid-claim?
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
Can I add Worldwide Travel Cover to my plan?
There are restrictions on ‘Cancelling the trip and cutting it short’. This is for trips that need to be cancelled, cut short or changed as a result of Covid-19.
Am I covered for cancellation or curtailment of a trip due to the Covid-19 pandemic?
First look to recoup the costs from the flight and accommodation providers. If your flight's cancelled or your accommodation isn't available, the provider is required to refund you.
If you can’t get refunded and you’ve booked your trip using a credit card, you may be able to claim under section 75 of the Consumer Credit Act.
If the FCO are advising on all but essential travel to your destination, you can claim:
• if your flight is still flying
• or the accommodation at your destination is still available.
This is subject to the terms and conditions of the plan.
Am I covered for overseas medical expenses as a result of Covid-19?
• If, when you go, the FCO are advising against all travel to the destination, you will not be covered
• If, when you go, the FCO are advising against all but essential travel to the destination, you will not be covered. If you believe the circumstances are exceptional, then you should contact us. Whether we agree to cover you will be at our discretion
• If the FCO advice changes during the trip, you will be covered until you return to the UK.
Am I covered for future bookings?
Any bookings you’ve already made will be covered. 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 for ‘Cancelling the trip or cutting it short’. Check your membership certificate for details.
I booked a trip some time ago which hasn't taken place yet. The British Government have now been advised against travel to my destination. Should I cancel my trip now?
The FCO says British Citizens shouldn't travel to where I'm going, and for British citizens there to return to the UK. I'm a resident in the UK but I'm not a UK citizen, so does the advice apply to me?
The FCO have advised against all but essential travel to my destination. What do Vitality consider to be essential travel?
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 was part-way through my trip when the FCO 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 advised against travel to my destination, but my trip was planned to last for weeks. Am I still covered?
I am currently abroad and trying to get a flight back to the UK. I cannot get through to the airline. Can Vitality help?
This can be with the same airline or a different one, providing it is a scheduled flight with the same fare type. If it is impossible for you to return to the UK on a commercial flight, get in contact with us. 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. 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.
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 are now open: You can read about their new normal on their website.
- Nuffield Health & Wellbeing Clubs are now open: You can read about Nuffield Health & Wellbeing Clubs reopening on their website.
- Virgin Active are now open: 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 10 August 2020. The first "one" voucher email will be sent on 17 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 introduced a Vitality status guarantee.
If your plan renewed 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.