What you can expect to pay
When we've approved your care request for treatment, you may have to pay an excess for your claim.
We will pay for your treatment if:
we have approved your treatment in advance, and
it’s with a consultant and hospital that's included in your plan
If you decide to have treatment with a consultant and/or hospital that is not included in your plan, you will have to pay some or all the costs.
To check your health cover benefits, consultant list, and excess, log into your Care Hub.
Co-payments and excess payments
You will need to make sure you have settled any co-payments or excess amounts directly with your health provider or hospital.
If you have an excess to pay towards your treatment, we’ll send you an email to let you know. We’ll then pay all other treatment bills direct if they're covered by your health plan.
You can keep track of all your bills and payments for your approved treatment in the Care Hub. If you make a payment that is more than your excess, please send us proof of the payment and the invoice, and we’ll pay you back. You can send this to us by:
Post: VitalityHealth, PO Box 617, Darlington, DL1 9FF
Email: info@vitality.co.uk
Receiving a bill for your treatment
Once you have settled any co-payments or excess amounts directly with your health provider or hospital, you need to send your bill to:
Once we receive and process your bill, we will settle any outstanding applicable amounts.
If you pay your bill yourself, please send the bill and proof of payment to the same address or email above. Once we receive this, we will reimburse you less any co-payment or excess amounts that may apply to your plan.
Bills must be sent to us within six months of receiving treatment.
Please make sure the bank account details for the lead member on the plan are up to date in Member Zone, as any refund or cashback payments will be paid into this account.
Processing and payment
In most cases, we will process your bill within seven to 10 working days with payment following shortly after. Payments can sometimes take longer depending on the provider's payment agreement with us.
We will send a claims statement to your inbox on the Member Zone detailing all payments made on a monthly basis. You can also view the latest status of your bills in the Care Hub.
The statement will show details of any bills that we haven’t settled in full. We might not be able to pay a bill in full for one of the following reasons:
Excess - a per claim or per plan year excess may apply
Monetary limits - a monetary limit may apply to your plan e.g. an out-patient cover limit
Co-payment - a co-payment may apply if your treatment takes place at a hospital that is not on your hospital list
Ineligible treatment - treatment that is not covered under your plan terms and conditions
Your plan summary will show further details.