How long will it take to make a decision on a new claim?

If you submit a claim through the Care Hub, we may be able to make a decision straight away. If not, we aim to get back to you by the end of the next working day.

For physiotherapy requests in the Care Hub, we can put you in touch with our partner Ascenti within one working day.

If you have a video consultation with a Vitality GP and it is clinically appropriate for an onward consultant referral to be made, in most cases you won't need to contact us. We'll get in touch if we need any additional information.

In cases where we may need further information or to ask your GP to complete a claim form, we’ll usually let you know our decision within a maximum of two working days after receiving the information.