Legal and Security
DisclaimerVitalityHealth is a trading name of Vitality Health Limited and Vitality Corporate Services Limited. Registered numbers 05051253 and 05933141 respectively. VitalityLife is a trading name of Vitality Corporate Services Limited and Vitality Life Limited registered number 03319079. Vitality Life Limited is the insurer which underwrites the VitalityLife plan. Vitality Health Limited is the insurer which underwrites the VitalityHealth plan, Vitality Corporate Services Limited arranges and administers the VitalityHealth and VitalityLife plans. All companies are registered in England and Wales. Registered offices at 3 More London Riverside, London, SE1 2AQ.
Vitality Corporate Services Limited is authorised and regulated by the Financial Conduct Authority. Vitality Health Limited and Vitality Life Limited are authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority.
Calls may be recorded/monitored to help improve customer service. Call charges may vary.
JurisdictionVitalityHealth controls and operates this website from the United Kingdom and the information delivered via the website is deemed to have been delivered in the United Kingdom. VitalityHealth makes no representation that the material contained in its website is appropriate or available for use outside the United Kingdom and is not soliciting any business from outside the United Kingdom.
This website is not directed to any person in any jurisdiction where (by reason of that person's nationality, residence or otherwise) the publication or availability of this website is prohibited. Persons to whom such restrictions apply must not access this website. If you choose to access this site from outside the United Kingdom you are solely responsible for compliance with local laws.
This website and any transaction effected through it are governed by English law and the English courts shall have exclusive jurisdiction in any legal proceedings.
Terms and Conditions of UseThe information contained in this website is general in nature and is intended for use solely as an educational aid. The information is intended to supplement where appropriate and in no way substitute the expertise and judgement of your physician, pharmacist or other healthcare professional. You are advised that decisions regarding the diagnosis and treatment of a medical condition, including decisions regarding drug therapy, are complex medical decisions requiring the independent and informed judgement of your appropriate healthcare professional. All specific questions regarding the treatment and care of a medical condition should be posed to your own professional healthcare provider.
To the extent permitted by law, Vitality Corporate Services Limited shall not be responsible for any loss or damage occasioned by the use of the information presented here for any reason and howsoever arising.
Vitality Corporate Services Limited, its suppliers, subcontractors, licensees and sub-licensees are not responsible for any decisions you may make resulting from the use of the information including, but in no way limited to, your choosing to seek, or not to seek, professional medical care or your choosing or not choosing specific treatment. You hereby waive any claim you may have or acquire against Vitality Corporate Services Limited and indemnify and hold Vitality Corporate Services Limited harmless from any claims, lawsuits, proceedings, costs, special, incidental, consequential or indirect damages, including damages for loss of profits, loss of business or downtime arising out of or relating to your use of the information.
The views expressed on this website are not necessarily those of Vitality Corporate Services Limited, or its agents, nor are the products advertised herein necessarily covered as benefits in terms of the rules of the VitalityHealth Private Medical Insurance Policy, or VitalityLife Policy nor are they necessarily endorsed by Vitality Corporate Limited, Vitality Health Insurance Limited or Vitality Health Services Limited. Whilst we endeavour to ensure the accuracy of the information, neither Vitality Corporate Services Limited, nor any of its staff or its agents will be held responsible for any omissions or errors, or for any misfortune, injury or damages which may arise therefore.
Vitality Corporate Services Limited does not in any manner endorse, assume responsibility for, or recommend the use of any drug or treatment method described on this website. This website contains content provided by third parties and Vitality Corporate Services Limited is merely a distributor, and not publisher, of such content. The information available on this website is provided with no warranty, whether express or implied. Vitality Corporate Services Limited makes no representation about the suitability of this information and content for any purpose whatsoever.
Nothing contained on this website in these terms and conditions shall operate to exclude liability for death/and or personal injury caused by the negligence of Vitality Corporate Services Limited, its suppliers, subcontractors, licensees and sub-licensees.
As a registered user of Vitality Corporate Services Limited's website, you will receive all communications via e-mail. Should you wish not to receive communications via e-mail from Vitality Corporate Services Limited, you may change the way you receive your communication on the website, or you may phone our contact centre.
All elements of Vitality Corporate Services Limited's website, including, but not limited to, the general design and the imagery, are protected by trade restrictions, copyright, moral rights, trademark and other intellectual property rights. Unless explicitly permitted under this or another agreement with Vitality Corporate Services Limited or one of its subsidiaries, no portion or element of this website or its content may be copied or retransmitted via any means. This website, its content and all related rights shall remain the exclusive property of Vitality Corporate Services Limited or its licensors unless otherwise expressly agreed. Any unauthorised use, alteration or dissemination of information on this website is prohibited. Should a user breach the terms of this clause then Vitality Corporate Services Limited will have the right to claim damages which shall include the right to claim special, incidental, consequential or indirect damages. Vitality Corporate Services Limited will also be entitled to claim for loss of profits and loss of business and shall be entitled to recover legal costs.
No warranty is given as to the freedom of this website from errors, defects, viruses, malicious programmes or macros. Links from this website exist for information only and Vitality Corporate Services Limited accepts no responsibility or liability for the information contained on any such site. The existence of a link to another website does not imply or express endorsement of its provider, product or services by Vitality Corporate Services Limited. Links to this website are not permitted without the prior written consent of Vitality Corporate Services Limited.
Security and data protection
Vitality take information security very seriously and take all reasonable steps to secure and protect your information. We have an effective encryption system in place to protect any electronic communications to our website. We also have secure firewall software and other measures in place to prevent unauthorised access. Look for a padlock symbol next to the address bar to confirm that you are in a secure area.
All information you provide to us is stored on secure servers. Where we have given you (or where you have chosen) a password which enables you to access certain parts of our site or applications, you are responsible for keeping this password confidential. We ask you not to share a password with anyone.
When you send information to us by email, please bear in mind that the transmission of information over the internet is not completely secure, unless the information is encrypted. Whilst we take all reasonable steps to protect your personal data on our systems, we cannot guarantee the security of any data you choose to email to us, so, please be aware that sending us your personal data via email is at your own risk. Once we have received your information, we will use strict procedures and security controls to ensure its ongoing confidentiality and protection.
With regards to each of your visits to our site we may automatically collect the following:
- technical information, including the Internet protocol (IP) address used to connect your computer to the Internet, your login information, browser type and version, time zone setting, browser plug-in types and versions, operating system and platform;
- information about your visit, including the full Uniform Resource Locators (URL) clickstream to, through and from our site (including date and time); plans you viewed or searched for; page response times, download errors, length of visits to certain pages, page interaction information (such as scrolling, clicks, and mouse-overs); and methods used to browse away from the page and any phone number used to call our customer service number.
If you have any concerns in relation to the security of our site or your personal data contained within it, please contact the Subject Access Request team:
Post: DSAR Team, St Christopher House, 217 Wellington Road South, Stockport, SK2 6NG.
For the purpose of the Data Protection Act 1998 (the “Act”), the data controller is Vitality Corporate Services Limited (trading as VitalityHealth and VitalityLife) of 3 More London Riverside, London SE1 2AQ.
What type of data will be collected?
We may collect and process the following data about you:
(i) Information you give us
You may give us information about you when you use the Services, by filling in forms on our site or by corresponding with us by phone, email, post or otherwise. This includes information you provide when you register to use the Vitality Member Zone, enter into a competition, promotion or survey and when you report a problem with our site. We may also need to collect sensitive personal data which could include details around your physical and mental health. You can choose whether to supply or withhold any sensitive personal data. However, withholding this information may restrict the Services we are able to offer you.
(ii) Information we receive from other sources
We may receive information about you from third parties who assist in the provision of the Services (including but not limited to, service providers and prospective new Vitality partners, sub-contractors in technical payment and delivery services, advertising networks, analytics providers, search information providers, and credit reference agencies). We will always ensure that any data we receive has been collected lawfully and fairly in accordance with your rights under the Act.
How we use your personal data
We will only collect personal data which is necessary to provide you with the Services or an associated or required service. We may process your personal data and sensitive personal data for the following reasons:
- administration and management of our Services;
- as part of our business processes and relevant activities including auditing, business planning, accounting and transactions;
- compliance with legal and regulatory obligations;
- for research, statistical purposes or to improve our Services, including developing new wellness or reward partnerships;
- to generate and administer the weekly or monthly rewards earned as a result of you getting active in accordance with the Services;
- to award Vitality points;
- to notify you about changes to our Services;
- to improve our site to ensure content is presented in the most effective manner for your computer;
- as part of our efforts to keep our site safe and secure;
- to measure or understand the effectiveness of the advertising we serve to you and others, and to deliver relevant advertising to you; and
- to make suggestions and recommendations to you and other users of our site about goods or services that may interest you or them.
This is not an exhaustive list and is subject to change where business, legal or regulatory requirements may dictate. We may combine information received from other sources with information we collect about you for the purposes set out above.
In the event of a claim, we may have to give some information to those involved in your treatment or care and/or your representative (if you have chosen one). This will be done confidentially.
An insured dependant aged 16 or over has the right to confidentiality in relation to their claims and information. In order for them to exercise this right the insured dependant should contact customer services.
If you have another insurance plan that covers the same costs that you are claiming from us, then we may also disclose your relevant personal information to that other insurer so that we can ensure we only pay our proportion of the claim.
How we may keep, store and dispose of data
We hold data in various forms including electronic databases, computerised files and paper files. Data will be held for a reasonable period of time, which may include a period of time after a plan ends. Data will be disposed of in line with approved company processes to ensure all reasonable efforts and precautions are taken to protect the confidentiality of the data. We may continue to keep non-personally identifiable data for the research and statistical purposes to improve our Services.
Who we may share data with
We may disclose data to selected third parties for the purpose of administering the services, including the following:
- service providers;
- sub-contractors in technical payment and delivery services;
- analytics providers and search information providers;
- credit reference agencies for the purposes of assessing your credit score where this is a condition of us entering into a contract with you; and
- any legal or regulatory organisation provided that we are under a duty to disclose or share your personal data in order to comply with any legal obligation. This includes exchanging information with other companies and organisations for the purposes of fraud protection and credit risk reduction.
- If you have appointed an insurance adviser we will send them copies of correspondence relating to the plan and any renewal documentation. We may disclose information about a claim to them, although no medical information will be provided without your consent. Your information, and that of others also covered by the plan, may be disclosed to other parties (for example other insurance companies) with a view to preventing fraudulent or improper claims.
In order to help you maximise the benefits of Vitality, we will disclose limited data to:
- brokers regarding your engagement with the Services, as they are well-placed to promote the benefits of the Services and ensure you receive the most from your plan;
- prospective new Vitality partners in order for us to develop and improve the Services; and
- where your insurance is paid for by an employer, we may provide non-personally identifiable data to the employer to allow them to assess the impact of Vitality on their workforce.
- In all cases we adopt privacy enhancing technologies as promoted by the ICO and in accordance with EU guidance.
Where we store your personal data
You have the right to ask us not to process your personal data for marketing purposes. We will always inform you (before collecting your data) if we intend to use your data for such purposes. You can exercise your right to prevent such processing by checking certain boxes on the forms we use to collect your data. You can also exercise the right at any time by logging into the Member Zone and sending us a secure message, by contacting our customer services department or by sending us an email at email@example.com.
Your rights to request, review and amend personal data
You have the right to request a copy of the data we hold about you and to have any inaccurate data corrected. Your right of access can be exercised in accordance with the Act. Any access request may be subject to a fee of £10 to meet our costs in providing you with details of the information we hold about you. If you wish to request this data, please contact the Subject Access Request team:
Post: DSAR Team, St Christopher House, 217 Wellington Road South, Stockport SK2 6NG
We have created this website with you in mind. We want you to be able to use our site comfortably and confidently. This means that we have taken some very important issues into consideration.
We have tried our best to make sure you can:
- View the website easily using different size screens
- Access the website using different browsers
- Increase the size of the text for easier reading.
Below are explanations of the above points. However, if you would like to learn more about how you can make this website, and others, more accessible, please make use of Ability Net's excellent online tutorials.
View the website easily using different size screens
The website has been optimised to fit onto screens with 1024x768 pixels, but will fit screens as small as 800x600 pixels.
Access the website using different browsers
You can use the following browsers to access the website:
Increase the size of the text for easier reading
You can simply increase the size of the text on the website for easier reading. The way in which you do this depends on the type of browser you are using.
Increase the text size in Internet Explorer
Towards the top left hand corner of your browser window you'll see the View option, click on this (or press Alt + V on your keyboard) and then click on Text Size (or press X on your keyboard). From here you will be able to adjust the size of the text.
Increase the text size in Mozilla Firefox
Towards the top left hand corner of your browser window you'll see the View option, click on this (or press Alt + V on your keyboard) and then click on Text Size (or press Z on your keyboard). From here you will be able to adjust the size of the text.
Increase the text size in Safari
Towards the top left hand corner of your browser window you'll see the View option, click on this. From here you will be able to adjust the size of the text.
Increase the text size in Google Chrome
Click on the wrench icon on the browser toolbar. Then, find the “Zoom” section in the menu and choose one of the following options:
Click + to make everything on the page larger. You can also use the keyboard shortcuts Ctrl and + (Windows, Linux, and Chrome OS)
Click - to make everything smaller. You can also use the keyboard shortcuts Ctrl and - (Windows, Linux, and Chrome OS)
Our commitment to you
We understand that sometimes things can go wrong. You are important to us, so if you have reason to complain we want to know. We will try to resolve your complaint quickly in a professional and helpful way.
How to contact us
For complaints relating to renewal or cancelling your plan email: firstname.lastname@example.org
For complaints relating to a claim, invoice or Vitality partners and rewards email: email@example.com
Call: 0345 602 3523
Write to: Vitality Customer Services, Sheffield, S95 1DB
We’re available Monday to Friday 8am – 7pm and 9.00am to 1pm on Saturdays, excluding public holidays.
Call: 0345 601 0072
Write to: Vitality Customer Services, Sheffield, S95 1BW
We’re available Monday to Thursday 8.30am – 6pm and 8.30am – 5pm on Friday. Lines are closed on weekends and public holidays.
How we handle complaints
- We’ll try to resolve any issues you encounter as soon as we’re aware of them
- If you’re not happy with how we’ve dealt with your concerns, we’ll give you a direct contact within our Customer Relationship Management Team who will look into things further with you
- We will fully investigate your complaint and ensure that we address everything as soon as possible
- We’ll be impartial, admit if we’ve done something wrong and do all we can to make things right
- We will always try our hardest to contact you to let you know the outcome of your complaint
- We’ll adhere to the guidelines of our regulators, the Financial Conduct Authority, and to the principles of Treating Customers Fairly
The length of time it takes us to deal with your complaint may vary, depending on how complex it is, but we will always try to resolve things within 8 weeks of receipt and would really appreciate your patience.
If you contact us by telephone whilst we are still investigating your complaint and the person handling your complaint is not available, another member of our Customer Relationship Management Team will be able to help you.
Please include your name, contact details, Vitality plan number, along with your complaint reference number if you have one, in all correspondence and we will do everything that we can to help.
What to do if you’re not happy with the outcome of your complaint
If you’re not satisfied with the result of your complaint, you have the right to refer to the Financial Ombudsman Service who provide an independent and confidential service that is free to consumers.
The Financial Ombudsman Service, Exchange Tower, Harbour Exchange Square, London E14 9SR
Telephone: 0800 023 4567 (Mon-Fri 8am to 8pm, Sat 9am to 1pm)
As long as you accept their findings, the Ombudsman’s decision is binding on VitalityHealth and VitalityLife. However, you are still able to take private legal action if you do not agree with their decision.
Your rights under the Financial Services Compensation Scheme (FSCS)
As a member of a VitalityHealth or VitalityLife plan, you will be protected by the Financial Services Compensation Scheme. If we are unable to pay your claim because we have become insolvent or are no longer in business, the scheme may arrange to transfer your or, if applicable, your company’s plan to another insurer, or provide a new plan. If this isn’t possible it will provide compensation of 90% of the claim, with no upper limit. More details about the Financial Services Compensation Scheme can also be found on their website: www.fscs.org.uk