How to make a claim

How to make a claim

Making a health insurance claim - VitalityHealth


  • Use our free Vitality GP app to book a private video consultation with a GP
  • Submit a claim online 24 hours a day, 7 days a week
  • Call us
If you need to make a claim you can arrange a video consultation with a Vitality GP. If you want to claim online or over the phone, you’ll to get a referral from your NHS GP first in most cases.
1Speak to one of our Vitality GPs or get a referral from your NHS GP

If you're unwell, you can use our new Vitality GP service to book a video consultation with a Vitality GP within the next 48 hours. The Vitality GP will be able to provide clinical advice and guidance, and, if they’re able to diagnose you straightaway, issue a private prescription which could be paid for by VitalityHealth

They can also refer you for minor diagnostic tests and if necessary, refer you for the most appropriate treatment. Often this means you won’t have to call us to contact us to make a claim. Find out more

If you’d prefer to see your own GP and they refer you for treatment or tests, let them know you have cover with VitalityHealth and ask for the following:

  • Full details of your condition/injury, diagnosis and intended treatment.
  • Full name and address of the specialist or therapist and the hospital/clinic you've been referred to.

Any claims that you make may result in a decrease in your no-claims discount for the next plan year. If you feel unwell, please do not delay seeking treatment because of the impact it will have on your no-claims discount.

2Get your claim approved

If your claim hasn’t already been approved by one of our Vitality GPs, or you’ve got a referral from your own GP, you’ll need to register your claim and check you’re covered. You can make a claim online 24 hours a day, 7 days a week. It’s secure, will only take a few minutes and we’ll aim to get back to you by midday on the next working day.

To help assess your claim we’ll ask you a short set of questions. We’ll need the following information, so make sure you have these details to hand:

  • Full details of the condition, symptoms and diagnosis, if known, and intended treatment
  • Full name and address of the specialist or other healthcare provider and the hospital or clinic that the claimant has been referred to

If you can provide this information, we should be able to give you a decision quickly.

You can also register your claim by calling us on one of the numbers below:

Individual/Personal Healthcare plans: 0345 602 3523

Business Healthcare plans: 0345 602 3437

Corporate Healthcare plans: 0345 279 8865

Lines are open Monday to Friday 8am – 7pm and 9am to 1pm on Saturdays, excluding public holidays.

Once your claim’s approved we’ll send you an authorisation letter. You should take this letter to your appointment to show you’re covered.

Sometimes we might need more information from your GP or specialist in writing. When we do we’ll need your consent. To make this process as quick as possible we’ll ask you to speak directly to your GP or specialist to make sure they get back to us. In some cases we’ll also need you to complete a claim form to register your claim. Once you’ve sent in your form we’ll make a decision as soon as possible and confirm in writing whether you are covered.

3Book your appointment

If you spoke to one of our Vitality GPs and they referred you for treatment, one of our partners will be in touch to arrange your appointment.

If you submitted your claim online or over the phone, you can book your appointment with the specialist or other healthcare provider as soon as we’ve approved your claim. They'll need your claim authorisation number so that they can bill us directly for your treatment. You'll find this on the front page of your authorisation letter, so remember to take this to your first appointment to show you're covered.

You'll need to contact us again if your consultant or healthcare provider says you need further treatment. You can submit a continuation claim online or over the phone.

4Leave us to pay the bill

In most cases we’ll settle your bills direct with the healthcare provider. This means you can focus on getting better. If you have an excess on your plan you’ll have to pay this directly to your provider and we’ll let you know exactly when you need to pay this.

If you do make a payment yourself send us the proof of payment to the address below and we’ll pay you back.

Post: VitalityHealth Customer Services, Stirling, FK9 4UE,
Fax:0800 015 8700

Your hospitals

For a full list of the hospitals you have access to, visit the 'My hospitals' page when you log in to the Member Zone.

Guide to Cover

Health insurance from VitalityHealth

Take a look at the Guide to Personal Healthcare for full details on all the elements of our cover

Guide to Personal Healthcare

Personal Healthcare terms and conditions