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How to make a claim

Whether you submit a claim over the phone or by email, we’ll do our best to give you decision as soon as possible and keep you updated throughout.

We’re here when you need us the most, so please be assured that we’ll deal with your claim 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.

Understand your cover

 Before getting in touch with us, we suggest familiarising yourself with the cover you have by checking your Plan Schedule and Plan Provisions we sent you at the start of your plan. If you have Serious Illness Cover you can also use our Conditions Covered Tool.

Required information

 For us to start the claims process quickly, please have the following information available when you call:

  •  A copy of the document plan (including the Plan Schedule and Plan Provisions)
  • Name of claimant
  • Type of cover being claimed against (e.g Serious Illness Cover or Life Cover)
  • Details of the claim (e.g Cancer, Stroke, Heart Attack)
  • A copy of your Plan Provisions
  • Name and address of the claimant's GP or Consultant Details.

Contact us

Phone: 0345 601 0072, lines are open Monday to Thursday 8:30am to 6:00pm and Friday 8:30am to 5:00pm (excluding bank holidays).

Email: lifeclaims@vitality.co.uk

When you make a claim we’ll do our best to give you a decision as soon as possible and keep you updated throughout.

 VitalityLife 2018 claims statistics

Life cover  Serious Illness cover Income Protection cover
99.8% paid 91.2% paid 97.8% paid

For more information, see our Claims and Benefits Report 2018.

Our service promise

We want our claims management service to be the best in the industry. We’re here to help when you need us most and we’ll support you at every step of the process. Read more.

Data Protection

We fully comply with the Data Protection Act 2018. Read how we protect your information

When do I need to submit a claim by?

Each benefit has a specific timeframe for submitting claims, called the notification period. If you don’t submit your claim within the notification period, we may not be able to accept the claim.

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