Frequently asked questions
Here are the questions most often asked by our customers and those looking into private health insurance. These answers provide a summary only. To get a more comprehensive answer please contact us or refer to the Policy document.
- What is Vitality?
- What is a Vitality status?
- How do I earn Vitality points?
- What activities can I get Vitality points on?
- What if the activities I do aren't on the list?
- Where can I see my Vitality points balance?
Providers
The cost of claiming
- Is there a maximum I can claim in any one year on my PruHealth policy?
- How much will I have to pay towards my hospital treatment?
- Is a claims excess available?
- What happens if I make a claim?
Additional member benefits
Your health - Vitality
What is Vitality programme?
Our Vitality programme is designed to help our members get healthier and reward those who do, whether they claim or not. By doing certain everyday things like walking, going to the gym, eating healthy or not smoking, you could build up Vitality points and get rewards.
What is a Vitality status?
The more Vitality points you earn the higher your Vitality status can become. Starting at Bronze, and then progressing to Silver, Gold and with enough effort, Platinum. With each improved status, you’re eligible for increased rewards.
| Status | Per Adult |
|---|---|
| Bronze | 0 |
| Silver | 800 |
| Gold | 1,600 |
| Platinum | 2,400 |
How do I earn Vitality points?
You’ll earn points for completing a range of Vitality activities offered by PruHealth – like joining a PruHealth gym, having a health screen or walking and tracking your steps. View all our Vitality partners and the points you could earn.
What activities can I get Vitality points on?
We recognise a wide range of activities, such as different health and fitness activities as well as screenings and checkups. For a full list of activities and the points awarded for each, view theVitality activities table.
What if activities I do aren’t on the list?
If you take part in regular exercise that is not on the Vitality activities table, such as playing tennis or walking the dog, you can still earn points. Using your Fitbug (pedometer) or your Polar watch (heart rate monitor), you could earn 10 Vitality points for exercise per day.
We support and encourage our members to stay healthy and look after themselves. We are always interested in what our customers are doing to improve their lifestyle and we want to make the Vitality programme all inclusive. We would value your comments, so please send us your feedback via Contact us.
Where can I see my Vitality points balance?
Once you've joined PruHealth, you can get a confidential, up-to-date points balance by simply logging into the Member Zone and viewing your Vitality points statement.
Providers
What is a PruHealth Vitality partner?
Vitality partners are business partners who offer specific health and wellbeing services and discount offers to PruHealth members. We subsidise many of these services to make them more affordable and to support any efforts you make to look after yourself.
How do I find my nearest hospital?
You can find your nearest hospital by downloading a copy of the hospital list.
The cost of claiming
Is there a maximum I can claim in any one year on my PruHealth policy?
Your limit, or the amount of your medical bills PruHealth will pay for depends on the cover plan you've chosen, excess and the type of care you claim for. For example: on the Comprehensive plan you have no limit to the amount of physiotherapy you can claim, but there is an annual limit of £800 for chiropractic or osteopathic treatment.
There isn't a limit on the total amount that you can claim in any one year on any of our private medical insurance plans.
How much will I have to pay towards my hospital treatment?
In most instances your PruHealth policy will cover all the costs of eligible treatment. However, If you choose to go to a hospital not on your selected hospital list you will be liable to contribute up to 40% of the hospital charges relating to the treatment.
Out of hospital list co-payment
An out of hospital list co-payment applies for services outside of your selected hospital list. For an inpatient admission outside of your selected hospital list a 40% co-payment will apply to the hospital charges. For a diagnostic scan outside of your selected hospital list a 40% co-payment will apply to the hospital tariff. Under the Value plan there’s no cover for outpatient diagnostic scans outside of your selected hospital list.
All our plans cover a variety of in-hospital treatment. Find the plan that’s right for you, Value, Core, Select or Comprehensive.
What happens if I make a claim?
We have updated our claims process so you can request certain treatment authorisations online as well as calling our claims team. The first step in the claims process is still to visit your GP and get full details of your treatment. Then, if you need to make a claim, you can now go to pruhealth.co.uk/claims to get authorisation for claims for:
- Hospital admissions
- Diagnostic tests
- Specialist consultations
- Visits to a therapist
Your authorisation should be confirmed in one working day, but if we need any more information, you’ll be advised by email or phone. Certain claims, for example for cancer, psychiatric treatment or for members with moratorium underwriting exclusions will still require you to call our claims team on 0800 092 7333.Number on the back of your membership card
Is a claims excess available?
Our Plans provide the following excess levels:
Value - no excess is available
Core - £0 or £250
Select - £0 or £250
Comprehensive - £0, £100, £250, £500, £1000
Excesses apply per person covered under the PruHealth policy and relate to the total claims over a PruHealth policy year, not to each claim event.
What this means is that you will pay the excess amount only once in a year. For example, if you need treatment that will cost £250 and you have £100 excess on your private medical insurance, you will pay £100 and PruHealth will pay £150.
If, later on in the policy year, you need an operation you will not need to pay £100 again and PruHealth will meet all eligible costs.
With the Value plan an excess is not available. You share the cost of treatment with us in a fixed co-payment.
What is a co-payment?
A co-payment is when you share some of the costs of your medical treatment with us. You pay for each medical interaction you have and the amount will vary for different types of treatment.
Additional member benefits
Where is my nearest health screening centre?
You have a range of screening locations available to you, depending on which screening partner you choose.
What other benefits do PruHealth members receive?
As well as benefiting from one of the comprehensive cover plan in the UK and savings with our Vitality partners, the main benefit to our members is through the Vitality programme where you will have the chance to reduce your premiums each year.
