How to make a claim
How to make a Life Insurance claim
We’re here when you need us the most, so please be assured that we’ll deal with your claim as quickly and smoothly as possible. Take a look at our step by step interactive guide to making a VitalityLife claim to make sure you have everything you need before getting in touch with us.
Understand your cover
Before getting in touch with us, we suggest familiarising yourself with the cover you have by checking your Plan Schedule and Plan Provisions we sent you at the start of your plan. If you have Serious Illness Cover you can also use our Conditions Covered Tool.
Required information
For us to start the claims process quickly, please have the following information available when you call:
- A copy of the document plan (including the Plan Schedule and Plan Provisions)
- Name of claimant
- Type of cover being claimed against (e.g Serious Illness Cover or Life Cover)
- Details of the claim (e.g Cancer, Stroke, Heart Attack)
- A copy of your Plan Provisions
- Name and address of the claimant's GP or Consultant Details.
Our service promise
We know that life insurance claims often happen at difficult moments in life. That’s why we’ll always do all we can to handle every claim as smoothly and as quickly as possible. We’ve also signed up to The Protection Distributors Group’ (PDG) Claim Charter, so we’re dedicated to delivering the highest standards to you throughout your claim experience. Read more.
Contact us
Phone: 0345 601 0072, lines are open Monday to Thursday 8:30am to 6:00pm and Friday 8:30am to 5:00pm (excluding bank holidays).
Email: lifeclaims@vitality.co.uk
When you make a claim we’ll do our best to give you a decision as soon as possible and keep you updated throughout.
VitalityLife 2019 claims statistics
| Life cover | Serious Illness cover | Income Protection cover |
|---|---|---|
| 99.8% paid | 91.2% paid | 97.8% paid |
For more information, see our Claims and Benefits Report 2019.
Our service promise
We want our claims management service to be the best in the industry. We’re here to help when you need us most and we’ll support you at every step of the process.
Data Protection
We fully comply with the Data Protection Act 2018. Read how we protect your information
VitalityLife notification period
When do I need to submit a claim by?
Each benefit has a specific timeframe for submitting claims, called the notification period. If you don’t submit your claim within the notification period, we may not be able to accept the claim.
| Benefit | Notification Period |
|---|---|
|
No notification period |
| Serious Illness Cover (All) | We must get written notice within 6 months of the life-changing event |
| LifestyleCare Cover | We must get written notice within 6 months of the life-changing event |
| Disability Cover |
|
| Mortgage Incapacity Cover | We must get written notice as soon as possible after date of incapacity |
|
Income Protection Cover Your plan schedule shows the deferred period that applies to your plan. If we do not receive notice of your incapacity within the specified period, we may treat the deferred period as if it started on the date we actually receive notice. If we receive notice more than 90 days after the end of the deferred period, we may decline your claim. |
|
| Waiver of Premium on Serious Illness | We must get written notice within 6 months of the life-changing event |
|
Waiver of Premium on Incapacity Your plan schedule shows the deferred period that applies to your plan. If we do not receive notice of your incapacity within the specified period, we may treat the deferred period as if it started on the date we actually receive notice. If we receive notice more than 90 days after the end of the deferred period, we may decline your claim. |
|
| Unemployment Cover | St Andrews must receive written notice no later than 120 days after unemployment starts |
| Carer Cover |