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: 0845 602 3523. Calls cost 5p per minute plus your phone company’s access charge.
Business Healthcare plans: 0845 602 3437. Calls cost 5p per minute plus your phone company’s access charge.
Corporate Healthcare plans:0845 279 8865. Calls cost 2p per minute plus your phone company’s access charge.
Lines are open Monday to Friday 8am – 7pm and 9.00am 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
For a full list of the hospitals you have access to, visit the 'My hospitals' page when you log in to the Member Zone.