How to make a claim

At VitalityLife, we’re committed to providing a market-leading claims management service. Our customers are our priority so we’re here to help when you need us most.

If you have any questions or need help with any part of the claims process, call our claims team on 0345 601 0072.

Step 1 - Call us

If you need to make a claim, simply call our dedicated team on 0345 601 0072. Our claims team is available Monday to Thursday, 8.30am to 6.00pm and Friday, 8:30am - 5:00pm (excluding public holidays).

Prior to calling, we suggest familiarising yourself with the cover you have by checking your Plan Schedule and the Plan Provisions sent at the start of your policy.

What information do I need when I call?

To ensure we can start the claims process quickly, please have the following information available when you call us:

When do I need to submit a claim by?

If you need to make a claim, it’s important that you notify us as soon as possible.

Most of our covers have a specific timeframe for submitting a claim, called the notification period. If you do not submit your claim within the notification period specified, we may not be able to accept the claim. We describe the exact notification requirements for each type of cover in the Individual Cover section of your VitalityLife Plan Provisions.

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Step 2 – Complete a claim form

Once you have called to notify us of your claim, we will send you out a claim form. You will need to complete this form in full and send it back as soon as possible. Please continue to pay the premiums while your claim is being processed.

We recommend keeping a copy of your completed form for your records. If we need to request medical records from your doctor to process your claim, you may also want to contact them to help ensure that our request is handled quickly.

What additional information may be required?

In addition to the completed claim form, you may be required to submit further information to support your claim. Please refer to the Individual Cover section of your Plan Provisions for details on what is required or call us on 0345 601 0072 for assistance.

Examples of additional information that is required may include:

• Proof of death - required for a Life Cover or Family Income Cover claim. If your plan is arranged on a joint life second death basis, we will need proof that both people have died.
• Original trust deed - if your plan is placed in trust
• Medical evidence - we may need to ask your GP, and any specialists who are treating you, for medical evidence. We will use this evidence to determine whether your claim is valid and if appropriate, which severity level applies to your condition. For some types of cover, we may also need to assess whether you are incapacitated. To make this assessment, we will need an appropriate medical specialist to confirm that you have an ongoing ability to perform a series of functional activity tests.
• Birth certificate - for any claim under either Core or Optional Serious Illness Cover for Children or Education Cover. We may also need proof of your relationship to the child if their birth certificate does not provide this.
• Proof of income – required for Income Protection Cover and Disability Cover. We may also need evidence of your loss of income.
• Proof of identification - required on all claims. This can be in the form of a driver’s licence or passport.
• Proof of account for claims payment - we need proof of your bank account details (Bank Statement showing account name and account number, or a letter from the bank confirming the same with Letterhead clearly visible). If the bank has stamped the payment instruction section of the form, we will not require this. This is to protect both the beneficiaries and VitalityLife in identifying and verifying who will be receiving the funds.

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Step 3 – We’ll contact you

Once we have received your claim form and any other relevant information, we’ll be in contact to notify you of the progress or any additional information that may be required. If you have any further questions regarding your claim, you can call our claims team on 0345 601 0072.

In 2015 we paid out on the following percentage of claims submitted:

Our claim statistics can help give an overview of the type of claims we paid out for in 2015.

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Data Protection Notice

We think it’s important for all our customers to be made aware of what information VitalityLife as part of the Vitality Group^* holds about them and to reassure our customers that we comply with the Data Protection Act 1998.

Find out more

^*The Vitality Group includes Vitality Health Limited and Vitality Health Insurance Limited, both trading as VitalityHealth, and Vitality Corporate Services Limited trading as VitalityHealth and/or VitalityLife.

¹Number of conditions covered is applicable to comprehensive Serious Illness Cover and numbers will vary for Primary Cover. Your Plan Schedule will state whether you have Primary or Comprehensive Cover. Please note that conditions covered will be dependent on when you took out your policy. More information can be found in either your Plan Provisions or by speaking with one of our dedicated VitalityLife team members.

²Not an exhaustive list of minor illnesses – for example purposes only