Before making a claim
Before you get treatment, it's a good idea to get an understanding of your cover. This way you'll know:
if we'll cover the cost of your treatment
the amount of treatment we'll pay for
if there are any excess payments you may need to make
How do I start a claim?
If you need to make a claim against your VitalityHealth plan, you can do this via the Care Hub.
You can get to the Care Hub by clicking the Health tab at the top of your Member Zone. To start a new claim or reach the Care Hub within the Vitality app, just tap the Care and Claims button located at the upper left corner of the home screen.
Vitality GP app
You can use the Vitality GP app to book an appointment with a private GP, giving you quick and convenient access to a GP. You can also log in to refer yourself for physiotherapy or mental health support.
Health Advice Line
You can call the Health Advice Line if you’re feeling unwell, need some medical advice, or you’re unsure if you should visit a GP*. For urgent medical attention – for example, chest pains, a suspected stroke or a bone fracture – call 999 or go straight to your nearest A&E.
*The Health Advice Line is not available to members living in the Isle of Man or the Channel Islands. Members living in these locations can access virtual GP appointments by calling 0345 602 3523 (opening hours Monday to Friday: 8am to 7pm, Saturday 9am to 1pm).
Will I need a claim form?
We try to make a decision for you as quickly as we can.
In some instances, we may ask you and your GP to complete a claim form before we can determine if we are able to support with your care request.
The form needs to be completed by your usual GP. This is due to your usual GP having access to your full medical history.
We will not pay fees charged by a medical practitioner for completing a claim form.
Where can I find my authorisation number?
An authorisation number is a unique reference given to each new claim.
You'll find your authorisation number for your medical claim on the Care Hub.
Make sure you give this number to your consultant.
Where can I find my Vitality membership number?
You'll find your membership number on your plan documents and in the Member Zone.
To find this, open Member Zone and click your name in the top right corner of the screen. Your membership number will appear at the top of the drop-down menu.
If you have the Vitality Member app on your smartphone, click the profile icon at the top right hand corner of the home screen. Select Membership card and here you will find your membership number along with any dependant's numbers.