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How to make a claim

When you need treatment, we are here to support you as quickly as possible. You can contact us through the Care Hub, by phone or through a Vitality GP.

Before you start

Check your cover
Log in to Member Zone and visit your Health dashboard. Here you will find a summary of your cover and any information you need. To view your full plan details, select 'my documents'.

Get an open referral from a GP
You’ll need an open referral with details of your symptoms or condition. You can get an open referral via the Vitality GP app or your NHS GP, meaning you can choose the quickest and easiest route for you. For physiotherapy and some mental health conditions, we can help you without the need to get a GP referral. 

Choose a specialist

When you contact us, we can locate a specialist. Or, if you have selected a hospital list and want to see a specific consultant, you’ll need to provide details of a consultant or therapist who is registered with VitalityHealth. If you have a hospital in mind, check it’s included on your hospital list.

Find your Vitality membership number
You can find this on your plan documents, on the Member Zone or on the Vitality Member app.

How to make a claim

Find out how to make a claim with our guide here. However you contact us, we will be there for you every step of the journey. 

We’re here when you need us the most, so please be assured that we’ll deal with your condition as quickly and smoothly as possible. Take a look at our step by step interactive guide to making a VitalityLife claim to make sure you have everything you need before getting in touch with us.

VitalityLife 2019 claims statistics

Life cover  Serious Illness cover Income Protection cover
99.5% paid 92.9% paid 96.4% paid

For more information, see our Claims and Benefits Report 2019.

Our service promise

We want our condition management service to be the best in the industry. 

Data Protection

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When do I need to submit a claim by?

Each benefit has a specific time-frame, called the notification period. If you don’t submit your claim within the notification period, we may not help with your care.

Benefit Notification period
  • Life Cover
  • Mortgage Free Cover: Death
  • Waiver of Premium on Death
  • Mortgage Life Cover
  • Family Income Cover: Death
No notification period

 Serious Illness Cover (All)  We must get written notice within 6 months of the life-changing event
 LifestyleCare Cover  We must get written notice within 6 months of the life-changing event
 Disability Cover
  • Category A, B, D We must get written notice within 6 months of the life-changing event
  • Category C We must get written notice within 3 months of the life-changing event
 Mortgage Incapacity Cover  We must get written notice as soon as possible after date of incapacity
Income Protection Cover
Your plan schedule shows the deferred period that applies to your plan. If we do not receive notice of your incapacity within the specified period, we may treat the deferred period as if it started on the date we actually receive notice.
If we receive notice more than 90 days after the end of the deferred period, we may decline your claim.
  • Deferred period of 7 days We must get written notice immediately
  • Deferred period of 1 month We must get written notice within 2 weeks of the date of incapacity
  • Deferred period of 3 months We must get written notice within 1 month of the date of incapacity
  • Deferred period of 6 or 12 months We must get written notice within 2 months of the date of incapacity
 Waiver of Premium on Serious Illness We must get written notice within 6 months of the life-changing event
Waiver of Premium on Incapacity

Your plan schedule shows the deferred period that applies to your plan. If we do not receive notice of your incapacity within the specified period, we may treat the deferred period as if it started on the date we actually receive notice.

If we receive notice more than 90 days after the end of the deferred period, we may decline your claim.
  • Deferred period of 7 days We must get written notice immediately
  • Deferred period of 1 month We must get written notice within 2 weeks of the date of incapacity
  • Deferred period of 3, 6 or 12 months We must get written notice within 2 months of the date of incapacity
 Unemployment Cover  
St Andrews must receive written notice no later than 120 days after unemployment starts
 Carer Cover
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Phone icon Looking for life insurance?

Call us on 0808 149 4895
Award-winning cover and rewards from £1.10 per day*.
Lines open:
Monday to Thursday: 9am - 7pm, Friday 9am-5pm, Saturday 10am-2pm
Sunday and bank holidays: Closed

*Charged on a monthly basis.

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