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Coronavirus (COVID-19) FAQs

This information was updated on Friday 10 July at 4.55pm and is correct as of that date.
It’s important that you follow the Government’s advice if you think you may have Coronavirus, which can be found on the NHS website.

Antigen tests
If you think you have at least one symptom, the latest Government advice is to take an antigen test. You can ask for a test through the NHS website.

Antibody tests

If you think you've had coronavirus, you can also ask for an antibody test through the NHS website

NHS England cautions against using antibody tests sold by some retailers as they cannot guarantee their quality.

Please note that any antibody test does not provide a 100% guarantee if you've had the infection. It is also not yet clear whether, and how long, you will be immune for if you have a 'positive' antibody test. It's best to get advice from your GP if you are considering taking an antibody test.

No. Antigen and antibody tests are not available through your insurance plan. Free antigen and antibody tests are now available direct from the NHS.

Please note that testing is not fool proof, so if you want to take a coronavirus test, it's best to get advice from your GP.

Vitality is operating normal service hours and you can contact us in the usual ways. We additionally have robust business continuity plans in place if the situation changes.
Vitality is closely monitoring the situation as it develops, and is working to provide support where possible to our members.

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

Testing for Coronavirus is not currently available through Vitality.
If you need to speak to someone in connection with Coronavirus, you should follow the latest government advice which can be found on the NHS website. Please note that health insurance in the UK does not cover urgent or emergency care. 

From 20 March 2020, a new COVID-19 Cashback benefit will be available for Vitality health insurance members who require a hospital stay due to Coronavirus. All Vitality health insurance members hospitalised due to COVID-19, will now be eligible to claim following an NHS hospital stay:

  • Days 1 to 8 – £250 per day.
  • Day 9 onwards - £500 per day. A person with a stay lasting 9 days or longer is more likely to need critical care for COVID-19, based on the latest evidence and research.
  • This is subject to a maximum of £5,000 overall.

This benefit is now available to all current members who have a Personal Healthcare (PHC), Business Healthcare (BHC) or Corporate Healthcare (CHC) plan with the benefit of Core Cover, for any admissions up to 30 June 2020. It is also available to new customers subject to a one-month waiting period.

On 21 March 2020, NHS England announced that the private sector would support the NHS in responding to the COVID-19 pandemic, providing additional staff, beds and critical care equipment.

This means there will be less capacity for private hospital treatment in the coming months. We are working closely with our hospital partners to continue to deliver treatment where possible for you, particularly within urgent care pathways. Furthermore, we are adapting our benefits and services to make greater use of technology and remote consultations where clinically appropriate, in line with government advice around social distancing and the need to reduce contact.
Yes, new claims can be registered as before. You can continue to receive uninterrupted, high-quality remote care with GPs, musculoskeletal (MSK) clinicians, mental health practitioners, as well as remote consultations with consultants (subject to terms and conditions).

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).
Remote physiotherapy treatment and self-management advice are available to self-refer to through our Priority Physio network without the need for a GP referral.

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.
Telephone and video mental health therapy and counselling is available through our Talking Therapies network.

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.
Through Vitality’s consultant network, you’re able to have specialist consultations by phone or video call. Our member care team will be able to provide the details of consultants in your local area who are providing video consultations. This means you’re able to access a consultation and any required referrals, and then stay under the care of this consultant in the future, once face-to-face consultations recommence.

Where specialists are providing face-to-face consultations, we will continue to cover these.
Where treatment needs to be delayed, we will register the claim and cover this treatment as soon as private capacity becomes available.
Where urgent treatment is required and carried out through the NHS, you would benefit from Vitality NHS Cashback.
If you are in a private care pathway which is urgent, such as cancer treatment, you will continue to receive care.

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.
We understand you may be having financial difficulties at this time and have a number of structures in place to help. To discuss these options, contact our customer services team on 0345 602 3523.

Vitality life insurance

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.
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.
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.

Vitality investments

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
Log in here.

Alternatively, you could speak to your financial adviser to manage your invest plan on your behalf.
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.
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.
If you need help with your invest plan, speak to an authorised financial adviser. You can find one at unbiased.co.uk.
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.co.uk.
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.
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.
  • 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
    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.co.uk.
    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.

    Vitality Worldwide Travel Cover

    If you’ve previously booked a trip to a destination that has subsequently been affected by an outbreak of Coronavirus, and the FCO have now advised against all travel, or all but essential travel to the destination, your plan does cover the costs of cancelling the trip, up to £4,000 per insured member.

    You should first look to recoup the costs from the flight and accommodation providers. If you can’t get refunds 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 you cannot obtain a refund in either of these ways, you can then register a claim with us to obtain refunds on the remaining costs, subject to the terms and conditions of the plan.
    You, and any insured dependants (an “insured member”), will be covered up to the limits of your plan (£10m) if you need hospital admission abroad, as long as you follow the latest UK Foreign and Commonwealth Office (FCO) advice. However: 
    • If, at the time of departure, the FCO are advising against all travel to the destination, you will not be covered
    • If, at the time of departure, the FCO are advising against all but essential travel to the destination, then you will not normally be covered. However, if you believe the trip is essential, and cannot be cancelled or postponed, 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.
    The purpose of the plan is to protect you against unforeseen events. As it’s now expected that there will be travel disruption to most destinations over the next few months, we won’t be providing cancellation and curtailment cover for any trips booked on or after Tuesday 17 March 2020, which are impacted by the Coronavirus outbreak.

    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.

    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.

    No. The outlook has been changing rapidly, and it is not known when the advice of the FCO may change. You should not cancel your future trips at this point, as you may still be able to travel. If you do cancel your trip before it is clear whether or not it can go ahead, you may not receive a full refund from your travel provider. You will not be able to claim under your Worldwide Travel plan.
    Yes. For the purposes of your insurance plan, the advice applies equally to all residents of the UK, whether or not they have UK citizenship. The risk of contracting Coronavirus is the same for citizens of other countries resident in the UK, as is the risk of travel disruption. We will not cover trips abroad that begin after the FCO advice came into effect on 17 March 2020. Should the advice of the FCO be amended, our usual terms will apply. We will not cover any destination the FCO has advised against travel, or all but essential travel.
    You should contact the provider to see if the flight is going ahead and/or the accommodation is still available. If not, then – in the vast majority of cases – they will be obliged to offer you a full refund. Some travel providers have been offering vouchers instead of a full refund. You are not obliged to accept this and can insist on a full refund. You can’t claim on your Worldwide Travel plan when the provider of your flight and/or accommodation is obliged to refund you.

    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.
    No. If your airline or travel provider cancel the trip, they will – in the vast majority of cases – be obliged to refund you in full, even if the booking was made on a non-refundable basis.
    Your bank or credit card provider may help under these circumstances. There are two things you can 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.
    We won’t cover you for medical expenses or losses if you travel outside the UK when the FCO has advised against it, or against all but essential travel, to your destination. This applies if the FCO advice is against any international travel, or against all but essential international travel. If you believe the circumstances are exceptional, and you should be covered under the plan, contact us.
    If the accommodation provider is unable to provide the accommodation due to restrictions, they should provide you with a full refund. If they continue providing the accommodation but you can’t travel there (for example, due to continuing FCO advice not to travel), register a claim with us.
    We would advise against booking any international travel, even for a trip months in the future. As the current advice is not to travel abroad, any trips you do book will not be covered for cancellation under your Worldwide Travel plan if the FCO advises against travel at the time your trip is due to begin. When the advice changes you can book a trip to a destination to which the FCO has not advised against travel. Until further notice – as the likelihood of Covid-19 affecting travel plans remains high – you won’t be covered if you book a trip now that is cancelled because of Covid-19. We will issue an update to all of our members with Worldwide Travel cover once this condition no longer applies.
    Yes. If you can’t reach your first destination out of the UK, and you can’t get refunds on flights from that destination to another (which is still going ahead), you can register a claim with us.
    If the accommodation you have booked remains available for use, but you have to return early and the provider won’t provide full refund, please register a claim with us.
    As the FCO advice is to return to the UK as soon as possible, we would expect you to make arrangements to cut short your trip. You should apply to your airline provider to arrange an earlier flight back to the UK. If there is a difference in cost between the flight you had originally booked and the earlier flight of the same fare type back to the UK, register a claim with us.

    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.
    If your airline can’t help, or you can’t get a response, we will reimburse you for the difference in cost between your original return flight and an earlier one. 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, 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
    Under the cancellation and curtailment section of your Worldwide Travel plan, you are only entitled to recover the losses you incurred. If the travel provider compensates you in part or in full, we will deduct that compensation from the amount we pay you. If we pay a claim under the cancellation and curtailment benefit on your plan, we reserve the right to recover costs from your provider.

    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

    Jennis and Peloton
    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.

    Rakuten TV
    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.
    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 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. 
    You’ll be able to access a Vitality Healthcheck at home 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.
    Our partners are closely monitoring the situation as it changes and are reacting to this as required. Below is a list with the latest information.
    Allen Carr Stop Smoking Programme sessions have now moved online. Please contact Allen Carr for more information.
    If you think you have Coronavirus, have travelled through a high risk country in the last 14 days or have been in contact with someone who thinks they might have Coronavirus, please do not attend your health screening. Please contact Bluecrest to rebook your appointment.
    Champneys will be reopening their resorts soon. However, as a result of Covid-19 regulations, there’s no availability for new Vitality bookings before January 2021. Read their updated announcement. If you have an existing booking you wish to change, please contact Champney directly.
    Cineworld cinemas in England will reopen from 31 July 2020. Dates for cinemas in Scotland and Wales will follow. Read more about Cineworld's safety measures.
    David Lloyd Clubs are reopening on 25 July. You can read about their new normal on their website.
    Disney Stores on the high-street are now temporarily closed. You can read their update here. You can still use your Healthy Kids reward vouchers online at shopDisney.
    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 & Wellbeing Clubs are reopening on 25 July. You can read about their reopening on their website.
    All parkrun events across the UK are currently suspended due to Coronavirus. Please check parkrun’s website for more information.
    Some Runners Need high-street stores are reopening from 15 June 2020. Read their latest coronavirus update. You can still buy discounted sports shoes from their online store.
    SuperCarers have put together some Coronavirus FAQs if you have any questions about carers. 

    Virgin Active is reopening on 25 July. You can read about their reopening journey on their website.
    We are not currently accepting new Vitality Healthcheck bookings.
    Vue cinemas reopening dates are still being confirmed.
    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. Please continue to use Waitrose.com or the Waitrose & Partners app for the latest delivery information.
    WW have decided to transition their in-person Workshops to virtual Workshops until further notice. WW have issued their own Coronavirus update, so you can check their website for their latest information. 

    All other partners are reporting no impacts to their service.