Coronavirus FAQs.

Vitality is very much open for business. We are operating normal service hours and members can contact us in the usual ways.

Vitality is working closely with our providers to ensure members have access to the healthcare they need. We’re continuing to work hard to ensure that we are able to provide valuable protection for our members.

To help your clients stay healthy in body and mind, we have a range of partners and rewards available through the Vitality Programme which are available to your clients, depending on their plan.

Our GP advice line is still available to all members who have clinical concerns about Covid-19. Full details on the service and how to access it can be found in Member Zone.

We understand that this is a challenging time for many people and some of your clients might be experiencing financial difficulties.

We have a range of options available for these clients, which take into account their individual circumstances. We will do what we can to try and alleviate any financial pressures whilst ensuring your clients still have cover that meets their needs.

Please contact our retention team to find out more about how we might be able to help your clients.

The NHS offers COVID-19 testing for everyone symptomatic over five years of age. In some instances tests are also available privately. There are three types of test for COVID-19:

1. PCR test – this tests for the presence of COVID-19, from a nasal or throat swab, or saliva. It can identify if you have the virus, even if you’re feeling well and not displaying any symptoms. These are the tests that the NHS is providing to anyone over the age of 5 with symptoms
2. Regular rapid tests – also known as lateral flow tests, these also test for the presence of COVID-19. They function a bit like a home pregnancy test, and can give results in under 30 minutes without needing to be sent to a lab. They are not as accurate as the PCR test and are intended to be used regularly be people without symptoms to check they remain Covid-free. They are available to anyone in England for collection from a local pharmacy
3. Antibody test – this tests to see if you may have had the virus previously. A blood sample will show if you have had an immune response. These tests are likely to not be positive until several weeks after the infection.

Whilst most available tests have good accuracy rates, they do vary. You should check with the provider of the test how accurate it is. Even if you have tested positive for the virus and recover, or have a positive antibody test, you should continue to follow the guidelines on social distancing, hand-washing and face-masks. It is still not clear if people have long-lasting immunity against re-infection.

PCR and Regular rapid tests (antigen tests):

• Tests can show if you have (or have had) the virus, when you don’t (false positive). They can also show if you do not have the virus, when you do (false negative)
• If your antigen test was 'positive', it does not mean that you will need hospital care. Treatment will vary depending on how unwell you are. In most cases, people with the virus can self-isolate and recover from their symptoms at home
• If you have a negative antigen test, you may need to take another test. This is important if there is a high probability of infection. For example, if you live with someone who has had the virus. Or if you are a healthcare worker.

Antibody tests 

• A 'positive' antibody test does not mean that you have full or partial immunity from having had the virus. It also doesn’t guarantee that you are unable to catch the virus again
• If you are unwell, we recommend that you read the advice on the NHS website.

If you have a high temperature, a new continuous cough or a loss or change to your sense of smell or taste, the latest Government advice is to take a PCR test. You can ask for a test through the NHS website or purchase one privately through Vitality.

Regular rapid tests are available to anyone in England for those who do not have symptoms, so they can check they remain Covid-free. They are also available within certain workplaces, such as schools, colleges or nurseries. The devolved administrations of the UK have their own arrangements for availability of these tests.

If you think you've had coronavirus and you want to know if you’ve had the infection, you can purchase an antibody test (see below for how you can purchase an antibody test through Vitality).

However, as no test is 100% accurate, you should continue to follow Government guidelines.

Yes, VitalityHealth members with an eligible Personal Healthcare, Business Healthcare, Corporate Healthcare and Vitality at Work (Business and Enterprise) plan can access our COVID-19 testing benefit. The three types of tests are available to our members are:

• PCR testing
• Lateral flow testing
• Antigen testing.

The benefit provides members with the choice of where they would like to be tested, which is facilitated through Doctors Clinic Group, our private GP partner. Doctors Clinic Group offer a complete end-to-end journey from conducting the test to providing the results and any additional support the member may need.

Doctors Clinic Group provide antigen self-testing at home using a PCR swab test, or an in-person PCR swab test at their Chelsea clinic in London. They also have a rapid turnaround option for the PCR test (3 hours) and a lateral flow test service (1-2 hours) at their Waterloo clinic.

Doctors Clinic Group also offer antibody testing through a face-to-face GP consultation in any of their clinics.

Our provider, Doctors Clinic Group, is offering a preferential rate to VitalityHealth members with an eligible plan. Members can book both tests and face-to-face GP appointments through the Member Zone.

Below is a breakdown of what each of the COVID-19 tests cost.

COVID Test	How is the test taken?	Delivery times	Results Turnaround Times	Vitality Member Cost
PCR Testing (Antigen Testing)
PCR Swab at home tests (standard)	Self-test	Dispatched next working day by Royal Mail Tracked 24	Up to 48 hours from receipt of the sample by the lab	£100
PCR Swab at home tests (Courier & Collect London Zone 1-4 only)	Self-test	Courier will deliver next working day and wait 20 minutes for test to deliver sample back to lab	Up to 48 hours from receipt of the sample by the lab	£145
PCR Swab at home tests (drop off)	Self-test	Dispatched next working day by Royal Mail Tracked 24. Patient can drop sample at 3 locations	Up to 48 hours from receipt of the sample by the lab	£100
Standard PCR Swab in-clinic tests (Selected London clinics)	In clinic	n/a	Up to 48 hours from receipt of the sample by the lab	£114
Express 24 PCR Swab in-clinic tests (Selected London clinics)	In clinic	n/a	24 hours	£114
Same Day PCR Swab in-clinic tests (Selected London clinics)	In clinic	n/a	By 10pm on the day of test	£174
Superfast PCR Swab in-clinic tests (Selected London clinics)	In clinic	n/a	3 hours	£204
Lateral flow (antigen) testing
Antigen Lateral flow in-clinic tests	In clinic	n/a	1-2 hours	£244
Antibody testing
Antibody at-home tests	Self-test	Dispatched next working day by Royal Mail Tracked 24	Up to 48 hours from receipt of the sample by the lab	£35
Antibody test	In clinic	n/a	Up to 48 hours from receipt of the sample by the lab	£65

Taking one of the tests will not affect any of a member’s plan benefit limits, or count towards their claims experience at renewal. Appointments are available to our members as one of their two private GP consultations they have access to each plan year as part of their cover with us¹. Members on London Care have access to unlimited consultations. Members have the option to claim the fees for the discounted tests as part of their Personal Health Fund² or to pay them in full.

The kit includes everything a member will need and step by step instructions. The swabs provided can be used to take nasal and throat swabs by scraping inside the nose and at the back of the throat. The swabs should be sealed in the containers provided and posted back to the laboratory for testing.

Appointments are available to our members as one of their two private GP consultations they have access to each plan year as part of their cover with us

Doctors Clinic Group can provide a fit to fly certificate as part of the PCR test cost. Members can select this option on the order form for home tests or request a certificate when taking a test in-clinic.

Please note, it is the member’s responsibility to check whether they are permitted to travel, any specific flight and border requirements, and that they have allowed adequate time to receive their test results in time for their travel dates.

1. There is a limit to two tests per member.

2. The Personal Health Fund is an additional cover option that is available on Business Healthcare and Corporate Healthcare plans. If the member has a plan with access to the Personal Health Fund, they can claim back the cost of the test against the available balance within their fund.

No. The vaccine is not currently available privately. The vaccine is being distributed through the public health system, with priority for the vaccine determined by the Government based on advice from the Joint Committee on Vaccination and Immunisation (JCVI).

We encourage your clients to check the websites of our partners for more information about their response to the current situation.

Where someone needs urgent or emergency medical care, they should contact 111 or call their NHS GP, who will be best placed to help. Health insurance in the UK does not cover urgent or emergency care.

Members can also access Covid-19 testing through VitalityHealth (please see separate FAQ).

Yes. This will be authorised on a case-by-case basis, depending on eligibility and the health of the patient.

Members will be covered for all eligible treatment needed in the future, in line with the terms and conditions of their plan.

Members can currently initiate new claims through our usual channels. Our Member Care team will be able to advise members on the treatment options available to them and where these may be different due to the current circumstances.

Members can receive eligible treatment either privately through their VitalityHealth plan, or through the NHS, where available. Where any treatment is carried out via the NHS, members will be eligible for Vitality’s NHS Hospital Cash Benefit (subject to terms and conditions of their plan).

Yes. For our members who wish to register a claim, they can do so in the usual ways. Our claims pathway, including primary care services through Vitality GP, our Member Care team and online Care Hub, is operating as usual and available for members.

Due to the challenges in delivering face-to-face appointments, our Vitality GP home diagnostic service is currently unavailable. Members can still access out-patient diagnostic tests at a healthcare facility through their plan, where eligible.

Due to the risks posed by COVID-19, members’ experience of accessing healthcare treatment may be different. Remote treatments have been key in enabling members to access many healthcare services without needing to attend face-to-face appointments. Where suitable, remote treatment will continue to be available going forward. Where face-to-face treatment is required, hospitals have introduced a number of new measures to allow treatment to occur as safely as possible. These include testing prior to undergoing treatment and a requirement for patients to isolate before admission to hospital.

The rates of COVID-19 infection differ by region. Similarly, the capacity of hospitals also varies by region. Our Member Care team are on hand to support our members in accessing treatment as quickly as possible.

Our plan does not cover cancellations for events that could be foreseen at the time of the booking. Our plan does not cover cancellations for events that could be foreseen at the time of the booking. With border restrictions in place in many countries around the world, there is still a high probability of travel disruption as a result of Covid-19. We continue to advise our members that bookings made on or after 17 March 2020 will not be covered for cancellation or disruption caused by Covid-19.

The Worldwide Travel Cover plan does not provide cover for travel to any destination to which the UK government is advising against all travel, or all but essential travel. From 17 May 2021, the UK government introduced a traffic light system for leisure travel from England. This allows holidays to many more destinations, but there may be additional requirements such as testing prior to travel, self-isolation or even a period of quarantine. The devolved administrations of the UK introduced their own arrangements for travel from Scotland, Wales and Northern Ireland.

Find out more information on Worldwide Travel Cover.

Worldwide Travel Cover is available for new and renewing plans, and Emergency Overseas Medical Expenses Cover is available for new and renewing Business and Corporate Healthcare plans. For new plans, and new joiners to existing plans, there will be no cover under the ‘cancelling your trip or cutting it short’ benefit of the Worldwide Travel Cover plan if the reason for the claim is connected to COVID-19. However, for members joining us on switch terms who had travel insurance with their previous insurer, we will cover them under this benefit if they booked their trip before 17 March 2020.

The Worldwide Travel Cover plan does not provide cover for travel to any destination to which the UK government is advising against all travel, or all but essential travel. From 17 May 2021, the UK government introduced a traffic light system for leisure travel from England. This allows holidays to many more destinations, but there may be additional requirements such as testing prior to travel, self-isolation or even a period of quarantine. The devolved administrations of the UK introduced their own arrangements for travel from Scotland, Wales and Northern Ireland.

Find out more information on Worldwide Travel Cover. 

Yes, last year we launched Employer Hub to support Group Secretaries that wish to view their plan and member information online as well as make changes to their cover with Vitality. Employer Hub is very similar to Adviser Hub and provides all the same functionality. Rest assured that should a Group Secretary request to make a change through Employer Hub we will follow the dispatch preferences to notify you and update Adviser Hub immediately too.

We now have the functionality to apply online for Business Healthcare new business for schemes of up to 100 employees, this functionality was originally launched for schemes with 2-9 members, very recently we developed and enhanced this functionality to increase availability for larger Business Healthcare plans.

The process is completely paperless and is accessible via our Quick Quote tool, in addition we have enhanced the application process with a bulk update feature to make adding employees much faster and easier.

Adviser Hub continues to be available 24 hours a day, 7 days a week, providing real time information about all your live plans and members. Adviser Hub also provides access to view and download copies of plan documents as well as request new membership lists and P11d reports. You are also able to amend member and plan information such as adding and removing individuals, updating addresses and changing Group Secretary details.

Vitality have successfully deployed workers to be home based where appropriate or necessary, and servicing continues to follow the same processes as it did before the changes that COVID-19 has driven.

Following FCA guidance, we have a range of options available for your clients with affordability concerns.

It is important that clients keep their cover in place in order to be covered for future treatment. We recognise that some of our individual and small business customers may be facing particular affordability constraints at this moment in time. We have a number of structures in place to assist with this.

For more information, you and your clients can contact our health insurance team on 0345 6023351.

Under the latest guidelines from the UK and Scottish Governments, Vitality continues to maintain nurse screening services.

The Vitality nurse team are fully operational, MSS continue to support nurse services in Scotland and some out of coverage areas.

Nurses will continue to mitigate any risks with fully equipped PPE & pre-screening scripts for each face-to-face appointment.

Vitality continues to maintain as normal a service as possible but also asks for your patience in the service challenges that may arise.

Please check our COVID-19 Adviser FAQs regularly for any updates on our Nurse services. Additionally, please get in touch with your Vitality Business Consultant if you have any questions.

In order to safely resume nurse screenings, we've introduced new protocols and precautions to ensure the safety of both your clients and our employees. We've implemented additional infection control procedures and new protocols to cater for the current circumstances. Vitality Nurses will wear additional (PPE) personal protective equipment including a face-mask and visor during the appointment. Your clients will also be offered a face-mask to wear during the appointment. Wherever possible, no other household members should be present during the appointment. 

Ahead of the screening, your clients will be provided with an exposure/symptoms pre-appointment questionnaire to help us to identify COVID-19. The questionnaire will be coordinated by a Vitality Nurse prior to attending any appointment and by the concierge bookings team. The screening will not be conducted if COVID-19 is suspected, and the screening postponed in line with government advice on self-isolation. 

Yes, we are asking people to disclose whether they have tested positive for the Coronavirus, been personally advised to self-isolate by a medical professional or the NHS 111 but have not been diagnosed with Coronavirus, had a new continuous cough and / or high temperature, or had direct contact with someone who's been confirmed or suspected to have Coronavirus. This does not apply to contact related to those working as a medical professional.

Yes, we are considering applications from all ages.

There are no changes to any of our existing policies and we will pay out all valid claims for conditions covered under our existing plans.

We removed this feature on all new business Income Protection plans with VitalityLife from the 27 March 2020. Existing plan holders will continue to be able to benefit from this feature.

As a result of our Full Earnings Guarantee being temporarily removed, the process of assessing a claim will be based on a client’s pre-incapacity earnings. The Guaranteed Benefit Amount of £1,500 will still remain an automatic feature as part of the cover.

Previously, when screenings could not be done we would consider applications only up to the non-medical limits. We are now able to carry out screenings and can therefore consider all applications.

Where a member dies as a result of COVID-19, or complications from the virus, a claim will be paid, as per the terms of their plan.

Serious Illness Cover (SIC) does not cover viruses such as Coronavirus. Where the virus goes on to cause a Serious Illness as covered by the plan, a person would be eligible to claim.

Members with Income Protection Cover can make a claim if they are unable to work due to illness or injury. Should a member be unable to work due to the symptoms of COVID-19, they would be covered. Claims can be made in line with the expiry of the deferred period, which will be detailed in the plan documents.

Members will not be eligible to claim on their Income Protection in the event that their work closes or where they are unable to work due to social distancing or shutdowns in the general economy.

Yes, all VitalityLife plans including Life Insurance, Serious Illness Cover and Income Protection for one, two, three, six and twelve months deferred periods continue to be available for new business.

We have not added any exclusions or made any changes to the circumstances under which we would pay out under any of our plans.

Following FCA guidance, we have a range of options available for your clients with affordability concerns.

For more information, you and your clients can contact our life insurance team on 0345 2739971.

Yes we will continue to do so, subject to the standard terms and conditions.

Under the Markets in Financial Instruments Directive (MiFID II), VitalityInvest is not classified as a MiFID investment firm. Rather, our plans are classified as Packaged Retail Investment and Insurance-Based Products (PRIIPs). As a result we are not subject to the 10% reporting rule, and so are not required to inform a client, before the end of that business day, if their portfolio has dropped by 10% or more compared to its valuation at the beginning of the quarterly reporting period.

Yes, VitalityInvest can still facilitate transfers by the adviser/ client informing the ceding scheme and us. The decision to transfer remains between the adviser and client. Standard terms apply and we are currently looking into ways in which we can minimise out of market exposure.

VitalityInvest Risk Optimiser (VIRO) fund range - in partnership with Vanguard and Dynamic Planner

Our VIRO fund range consists of five multi-asset funds investing in index-tracking strategies which follow market movements. The mandate of the fund range however, is to remain within defined risk parameters and asset allocation in line with Dynamic Planner’s Gold Standard risk ratings. Dynamic Planner continue to monitor the evolving situation with regard to its long-term asset class assumptions. While volatility has spiked recently, rolling average volatility is still short of its long-term highs. Dynamic Planner are comfortable that current volatility is within their model expectations.

Further insight by Dynamic Planner.

VitalityInvest Global Multi-Manager fund range – in partnership with SEI

Our Global Multi-Manager fund range consists of five multi-manager funds built with 70 unique investment strategies from the world’s leading managers. Their investment approach continues to focus on active management to generate diversified sources of return. The funds are constructed to achieve robust long-term growth over a full market cycle. In particular, SEI apply diversification across all levels of the fund – from fund manager to asset class to investment style – and their manager-of-manager approach ensures full real-time look through down to the individual security level, enabling them to dynamically manage risk in the funds. SEI supports this approach by spending over USD$15m on risk management technology and processes each year (Source: SEI, December 2019).

Further insight and SEI's view.

VitalityInvest Performer fund range – in partnership with Ninety One (previously Investec Asset Management)

Our Performer fund range is made up of actively managed, high-conviction funds, designed to outperform their benchmark. Ninety One’s multi-asset team allows them flexibility and the total market oversight needed to express their views of the current market environment across all asset classes. Ninety One’s Quality team’s focus on quality companies has served them well over the recent downturn, with both their UK and global equity funds cushioning investors against the falls seen in the relevant equity indices.

Further insight and Ninety One's view.

You can track your client's investment portfolio online through our Adviser Hub.

As a result of the latest base rate cut on 19 March 2020, the interest applied to cash accounts within VitalityInvest plans has been reduced from 0.2% p.a. to 0.05% p.a.

We have updated the new rate across all illustrations and online. Should the Bank of England cut the base rate again, the Cash Account interest rate will not fall below 0%. 

VitalityInvest continue to operate normal service hours and have enabled our workforce to work remotely. In addition, we have robust business continuity plans in place should the situation change.

Your dedicated Business Consultant is available online or over the phone to assist you and your business, and our UK-based Operations Consultants are available to resolve your query end-to-end over the phone. Our operations team continue to operate a same day response process for queries received before 4pm to ensure that your queries are dealt with in an efficient manner.

VitalityInvest has clearly defined policies and standards governing the management and oversight of our fund range. We are also in ongoing contact with our investment partners to ensure they continue to manage funds in line with their objectives.

In order to ensure execution of these policies and standards, we operate specific controls with three key components:

Control owner and description	Responsibilities	Frequency
Investment Operations Team Daily fund monitoring as part of pricing and trading activities	Day-to-day oversight of funds, as well as ensuring compliance with detailed Standard Operating Procedures and permitted investment rules.	Daily
Fund Pricing and Product Forum Senior management forum	Monitoring the fund range and ensuring relevant escalation takes place in the event of issues or breaches.	Monthly
Unit-Linked and Investment Committee Senior executive committee	Establishing policies and standards for the fund proposition and strategic oversight of the fund range being in line with relevant policies and standards, as well as oversight of agreed Key Performance Indicators (KPIs) for fund operations.	Quarterly

View our Due Diligence guide for more on our governance. 

Our Risk Optimiser fund range and Global Multi-Manager fund range have no holdings in property funds, which invest directly in physical property. Within the Performer fund range, some of the multi-asset funds have the ability to invest in listed property shares or real estate investment trusts (REITs). All Vitality funds continue to operate on a daily liquidity basis, and the underlying managers have assured us there is no risk of this changing, even under current market conditions. All direct property funds have been suspended within our third-party fund range, and all customers and advisers that are impacted will be notified. Our full list of third-party funds can be found here.

We kindly request that all clients pay by electronic transfers as opposed to cheques, to ensure that this can be processed accordingly given the current situation.