Being there for your clients when they need us most is the moment of truth. That’s why we are investing heavily in our claims management and customer services.

Over the last year, we have been making significant changes to our claims experience, helping to make it easier for you to do business with us and to deliver the best possible service for your clients.

Despite seeing an increase in protection claims, we've been able to halve the average time that a claim sits with our team in assessing in recent times. This is a huge step forward in supporting our members, your clients, to get a decision much earlier.

Our new claims management system, which has now been fully rolled out across our claims assessing teams, is helping to drive quicker turnaround times, manage cases more efficiently and ensure faster claim payments.

We also know how important it is that our claims communication is clear, easy to understand and free of jargon, so last year we improved and redesigned all claims communications and correspondence to our members to help ensure your clients feel supported when they’re going through such a difficult time. Our Claims Charter All of this - set out in the VitalityLife Claims Charter - forms the foundations of what we will continue to deliver to our members when they need us most. This Charter puts our commitment to delivering exceptional service in black and white and states what you, your clients and their loved ones can expect from us whenever a claim arises.

But we’re never standing still at Vitality. We will continue to roll out further enhancements to our claims experience over the next year and beyond.