VitalityLife to deploy Swiss Re’s PromiseXP claims assessment technology
30 July 2026
VitalityLife to deploy Swiss Re’s technology
VitalityLife has announced a partnership with Swiss Re's PromiseXP, deploying claims assessment technology across its term life and whole of life business, as part of its commitment to further enhancing its claims process.
Vitality will implement Swiss Re’s PromiseXP claims platform to support how they approach claims triage, assessing the complexity and risk profile of each claim from the outset and helping route claims through the most appropriate assessment pathway.
The new technology will enhance the claims experience for members and advisers, helping ensure Vitality is able to effectively support more families as demand evolves linked to business growth. Claims assessors will continue to play a key role in all reviews and decisions, with more capacity allocated to claims requiring more detailed assessment. This will enhance the claims experience for members and advisers, ensuring that claims are routed to the right assessment step as quickly as possible.
With Life Cover claims paid increasing from £54.3 million in 2021* to £105 million in 2025**, a rise of 93% in just five years, maintaining a high quality and effective claims experience is increasingly important. Having paid 99.4% of all Life Cover claims in 2025, the introduction of PromiseXP will help ensure VitalityLife can continue delivering the high standards of service that members and advisers expect.
Now live within the business, the technology is designed to:
- Assess claims according to their complexity and risk profile
- Route claims through the most appropriate assessment pathway
- Support validation checks, including policy status and eligibility criteria
- Allow claims assessors to focus on cases where their expertise can have the greatest impact
- Maintain expert human oversight throughout the claims process, with no automation of claim declines
Justin Taurog, CEO of VitalityLife said: “The point of claim is one of the most important moments in the customer journey and, in life insurance, comes during a challenging period of uncertainty for families. That's why it's so important that we continue to evolve the capabilities that support members, advisers and our claims teams.
"We are excited to bring PromiseXP as Swiss Re shares our ambition to continually develop the claims experience, and this technology will help us ensure we continue delivering the high standards of service that members and advisers expect as our business grows.”
Claire Nolan, Head of Swiss Re’s Life & Health Underwriting & Claims UK&I, said: “Delivering on our claims promises is at the heart of Swiss Re’s mission to make the world more resilient. We’re delighted to partner with VitalityLife to help streamline the claims experience for their policyholders and beneficiaries. We would like to extend a big thank you to the VitalityLife and Swiss Re teams for this transformative automation partnership.”
Notes to Editors
*Vitality Life claims data for 2022
** VitalityLife Claims and Shared Value Report 2026