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Car insurance FAQs
Answers to some of your questions
Vitality Car plan document update
Car closure
At Vitality, we set out to offer Car Insurance that incentivised and rewarded good driving, and as such offer market-leading value to our members. A key element of our model is that, as a member, your driving behaviour should be reflected in the premiums you pay for your insurance.
However, the car insurance market has experienced unprecedented claims inflation, leading to significant price increases, which our underwriter has had to pass on to our members.
Critically, these increases have materially impacted our ability to deliver appropriate value for good drivers – a cornerstone of our approach.
Therefore, we’ve had to make the difficult decision to leave the car insurance market.
Yes, we'll continue to cover our existing car insurance customers until their renewal date. We've sent everyone an email and/or letter to confirm when their cover will end.
Should you make any changes to your existing plan, our underwriter will need to assess your cover based on their usual underwriting criteria.
Yes, you can make changes to your existing plan as per the usual process.
However, our underwriter will need to assess your cover based on their usual underwriting criteria.
You’ll still be able to earn your cashback and rewards as usual until the end of your plan. The app will also still track your good driving activity.
Once your plan ends, you’ll no longer be able to earn good driving rewards via the Member Zone or the Vitality Member app.
If you need to access your plan documents and details, please call us on 0345 601 1035. We're open 8.30am - 6pm Monday to Friday, 9am - 1pm Saturday. Alternatively, you can email us on help@vitalitycar.co.uk.
If you have a Health or Life plan, you’ll still be able earn rewards and view your plan as usual in the app and on Member Zone.
You’ll be able to earn cashback and rewards as usual until the end of your plan. The app will still track your good driving activity.
You’ll be able to earn your cashback and rewards as usual until the end of your plan.
If you haven't withdrawn your cashback when your plan ends, we’ll trigger an automatic payment to your bank account which will include your outstanding cashback balance. Please add your bank details under ‘account management’ in Member Zone.
Once your plan ends, you won’t be able to access your rewards anymore.
We can cancel your plan over the phone for you.
Lines open: 8.30am-6pm Monday to Friday, 9am-1pm Saturday
We are waiving mid-term cancellation charges.
We'll refund you any overpaid premiums pro-rata. Please see your plan documents for more information.
To access your plan documents, please call us on 0345 601 1035. We're open 8.30am - 6pm Monday to Friday, 9am - 1pm Saturday. Alternatively, you can email us on help@vitalitycar.co.uk.
We'll refund you any overpaid premiums pro-rata. Please see your plan documents for more information.
To access your plan documents, please call us on 0345 601 1035. We're open 8.30am - 6pm Monday to Friday, 9am - 1pm Saturday. Alternatively, you can email us on help@vitalitycar.co.uk.
If we have your bank details, we’ll make an automatic payment to your bank account within 2 months of your plan closure. It’s important that you ensure your bank details are up to date in Member Zone.
To access your plan documents and details, please call us on 0345 601 1035. We're open 8.30am - 6pm Monday to Friday, 9am - 1pm Saturday. Alternatively, you can email us on help@vitalitycar.co.uk.
If you cancel your plan mid-term. you will not earn a further years’ No Claims Discount. The number of years earned will not increase.
No, you do not need to disclose this information when changing insurance provider.
We’ll keep you covered until the end of your plan term and you’ll still be able to earn your cashback and rewards as usual.
Should you make any changes to your existing plan before the expiry date, our underwriter will need to check that the revised risk details continue to meet their underwriting criteria; they will then confirm whether they can continue to offer you cover until the expiry date of your plan.
If you prefer to change provider before your cover ends, you won’t have to pay any cancellation fees.
We want to be clear that your [Health/Life] insurance is completely unaffected by this change. You’ll still be covered by our award-winning [Health/Life] insurance cover and you can still enjoy our full range of healthy living rewards.
Vitality Car operates differently to our Health and Life insurance business. It’s a joint-venture with a third-party underwriter. They manage the pricing and underwriting of the product and we provide the technology, analytics and rewards. The unprecedented claims inflation in the car insurance market has led to significant price increases, which our underwriter has had to pass on to our members. This has led to our decision to exit the market.
In the case of Vitality Health and Vitality Life, we manage all pricing and underwriting ourselves. These businesses are the core of Vitality, covering 1.7 million people in the UK.
Not at all. This change only affects our Car insurance.
Our dedication and commitment to our Life and Health insurance is stronger than ever.
We’ll continue to incentivise and reward better health through these products, which cover 1.7 million people in the UK.
Your sensor will continue to work until your plan ends. This means you can record your driving in the same way that you are today.
You don’t need to return your sensor to us. You can recycle your old sensor at a local recycling and refuse centre.
You don’t need to return your sensor to us. You can recycle your old sensor at a local recycling and refuse centre.
About my cover
Check out our guide on how to make a car claim.
If you need to speak to us about your claim, please contact us.
To access your plan documents, please call us on 0345 601 1035. We're open 8.30am - 6pm Monday to Friday, 9am - 1pm Saturday. Alternatively, you can email us on help@vitalitycar.co.uk.
If you need to speak to our team, contact us.
Yes, your plan gives you 90 days comprehensive cover to drive in the countries listed below - this is the same level of cover that you’d have in the UK, and meets the legal requirements of these countries. You are covered to drive for up to 90 days in the following countries:
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You no longer need to carry a Green Card to drive in any of the countries listed above.
To access your plan documents or make any changes, please call us on 0345 601 1035. We're open 8.30am - 6pm Monday to Friday, 9am - 1pm Saturday. Alternatively, you can email us on help@vitalitycar.co.uk
For every year that you don't make a claim on your car insurance plan, you'll earn one year's no claims discount. The number of years you build up can affect your car insurance premium.
You can update your consent in the 'Contact preferences' section of Member Zone.
If you haven't used Member Zone yet, make sure you register for an account to be able to login.
The Good Driving Programme
When you buy a car insurance plan, we'll send you a sensor. Once linked to the Vitality UK app, you'll be able to measure your driving behaviour for:
- Acceleration
- Braking
- Cornering
- Distracted Driving, and
- Speeding.
Learn how to earn points when you take a trip, earning points will also earn you rewards.
Find out more about how we take care of your driving data in our Privacy Notice.
The sensor comes with built-in crash detection features. It works with our app to alert us if you've been in an accident
We have a guide to setting up the sensor and app. Once your sensor and app are connected, see our guide to taking your first trip and start earning points.
We also have a helpful troubleshooting guide in case you run into any difficulties setting up the sensor and app.
Using the sensor and app, members can earn up to six Good Driving points each day, and up to 40 points each week.
See our guide to earning points, where you'll find out about the ABCDS driving events. The fewer driving events you have on a particular day, the higher your score. Members who have a perfect driving day, with no driving events, or a car-free day will earn maximum Good Driving points.
Don't panic if you've had to perform an emergency braking manoeuvre to avoid the neighbours cat, one-off driving events don't have much impact on your overall score. Repeated patterns over time will impact your score, which is where you'll find the app a useful tool to help improve in these areas.
Did you know named drivers can help you earn points for your Good Driving rewards? When they drive well, all their points go towards your weekly and monthly rewards, along with your Good Driving status.
The higher your status, the lower your excess in the event of a claim.
Once you’re set up, just add their email, address and mobile number to Member Zone and we’ll send them an email on how to get started - add their details now.
They’ll be asked to download and register on the Vitality Member app, turn on drive settings and that’s it – the sensor will automatically link to their phone when they’re driving.
Whether you’ve upgraded to the latest handset, or had to replace your phone for another reason, to get trips recording on your new phone follow these steps:
- Download the Vitality UK app on your new phone.
- Once installed, login to the Vitality Member app.
- On the home screen, select the link to enable permission settings, and follow the instructions.
- As a final check. Select the ‘more’ button at the bottom of the screen. Then select ‘Connections’. Here you’ll see your car listed in the menu, and under ‘Sensor details’ the Status will say Linked.
You don’t need to do anything else, when you next take a trip the sensor will automatically connect with your new phone.
If you need more help with switching phone, speak to our team, we’ll be happy to assist.
Planholders can see a calculation of total miles offset in the Vitality UK app or in Member Zone. This total is calculated using miles driven and carbon offset earned for driving well:
- Six points a day – 100%
- Five points a day – 70%
- Four points a day – 50%
- Three points a day – 30%
- Two points a day – 10%
- Below two points a day – we won’t offset any of your emissions on these days.
Trips recorded will update and display in the calculator the following day.
If we’ve manually adjusted your driving score for any reason, please be aware that it’s not currently possible for us to update the data displayed in the carbon offset calculator to include adjusted miles driven or points earned.
Additional support
If you’re thinking about registering for Statutory Off Road Notification (SORN) for your vehicle, please remember it’ll need to be stored off the road and is illegal to drive once SORN.
Think carefully whether SORN is the right option for you, as your car will not be insured if it’s damaged, stolen or broken into. More details about SORN.
Unfortunately, we can’t pause or freeze a plan. You can cancel a plan and register your vehicle as SORN. If you choose to do this, please see the official advice about registering for SORN.
Alternatively, you can keep your vehicle insured if you intend to drive it again soon. Please contact us to discuss your plan and options, or to cancel your plan.
We understand that many people may be facing financial difficulties as the cost of living continues to rise. If you’re struggling to make a monthly payment, please call us and we’ll do our best to help.
If you’re facing money worries, you can get help from:
- Money Wellness, who provide free financial advice and support.
- The Financial Conduct Authority, which gives guidance on where to get free services and information to help.
You can also get further support from these organisations:
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Citizens Advice Bureau. Gives people the knowledge and confidence they need to find their way forward - whoever they are, and whatever their problem.
Tel England: 03444 111 444 Tel Wales: 03444 77 20 20
www.citizensadvice.org.uk - National Debtline. An independent charity that gives free debt advice by phone and online to people across the UK.
Tel: 0808 808 4000, Monday to Friday 9am to 9pm, Saturday 9:30am to 1pm
www.nationaldebtline.org - StepChange Debt Charity. Offers free debt advice that is based on a comprehensive assessment of your situation.
Tel: 0800 138 1111, Monday to Friday 8am to 8pm, Saturday 8am to 4pm
www.stepchange.org - Money Advice Service. Free and impartial money advice.
Tel: 0800 138 7777 Monday to Friday 8am to 6pm
www.moneyadviceservice.org.uk
We pride ourselves on really caring about our members. And sometimes it can benefit your mental health by talking with someone.
We have services available to our Vitality health insurance members, as well as a hand-picked list of organisations available to provide help and advice to support all our members, whatever your circumstances.
If you'd like to tell us about your circumstances, you can contact us by phone on 0345 602 3523.