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How to make a life insurance claim

We’re here to help you. Whether you’re making a claim for yourself, on behalf of a family member or friend, we’re here for you when it matters.

Before you start        

Before getting in touch with us, we suggest familiarising yourself with the cover you have by checking your Plan Schedule and Plan Provisions you would have received when taking out your life cover with Vitality. If you’re a member, you’ll find this in Member Zone.
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Step 1 - Get in touch

Our team will carry out some basic plan checks and ask for some information to get the process under way. By speaking over the phone we are able to gather as much information as possible at the start of the claim and can then send you the relevant forms to complete. Doing it this way allows us to make sure we've got all the information we need from you and helps to speed up your claim.

Call us on 0345 272 8802, lines open Mon to Fri, 9:00am to 5:00pm (excluding bank holidays). Or you can email us on:


Step 2 - Assessment

Your claim will be allocated to a dedicated Claims Assessor, who will get in contact with you.

Once you've submitted the required claims information, our Claim Assessors will then review it and be in touch to keep you updated throughout the claims process. 

The sooner you submit all the required claims information, the easier and quicker it is for us to process your claim. We'll deal with the claim as quickly as we can, but sometimes we need to refer to third parties, and this can cause a slight delay. But our staff will always be on hand to discuss the next steps and answer any questions in the meantime.
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Step 3 - Get a decision

We’ll do our best to give you a decision as quickly as we can. If we approve your claim, we’ll make a payment to the plan’s beneficiary as soon as possible. If we don’t approve the claim, we’ll explain why and let you know how to appeal if you wish to do so.

For information on the documents you will need to make your claim, please see our guides below.