PruHealth Insurance is now VitalityHealth. It began in 2004 as a joint product between two companies, named for the British financial company Prudential. When the other financial company, South Africa-based Discovery Limited, purchased Prudential’s stake in 2014, they changed the brand name to Vitality. PruProtect also rebranded to VitalityLife. If you have an ongoing PruHealth Insurance or VitalityHealth policy, the steps in this guide explain how to cancel unwanted PruHealth Insurance policies with Vitality.
Cancel by Telephone
1) Call Vitality on 0345 602 3523 for assistance with cancelling your health insurance policy. You will be asked to enter your 10-digit membership number or 7-digit claims number. Alternatively, wait for the automated list of options then press 3 for “renew, manage, or make changes to plan” for cancellation.
2) Next, you will have the option of pressing 1 for renewal or 2 to add or remove someone from the plan. Press 2 if you are not cancelling the entire plan, just removing a dependant. Press 1 even if your policy is not due for renewal yet, as you can discuss cancelling the policy or letting it lapse instead of renewing it.
3) You will have to specify whether you bought your health insurance directly from Vitality or through a broker. If you press 1 to confirm you bought it through Vitality, there will be a long recorded message. If you wait for this to finish, it will finally transfer you through to an adviser at VitalityHealth who can help.
4) Explain that you have decided to cancel your PruHealth Insurance or VitalityHealth policy. You have the right to cancel at any time, so you don’t have to explain why if you don’t want to. However, you can make a complaint as well if this is the reason you are leaving. Vitality does not require a notice period and they do not charge any cancellation fees. Once your cancellation takes effect, your cover will end and Vitality won’t pay for any treatment after this date. You should make sure to have another plan in place if you need one.
To cancel PruHealth Insurance online, go to the Vitality website. Hover over the “Log in” tab in the upper right corner. The first option in the list that appears is the “Member Zone,” so click this button to log in.
It will take you to the Member Zone log in area, where you must enter your username and password to sign in. You can register if you hadn’t set up your account yet, or recover your log-in details if you forgot them.
Once logged in, you will be able to view all of the information stored in your Vitality account. All products or services and VitalityHealth points and benefits will be available. You can also look through documents to check the terms and conditions of your cover. These terms should also be listed on your certificate of insurance. In general, if you cancel within 14 days of starting the plan, you will receive a full refund unless you have made a claim in that time. After 14 days, Vitality will only refund premiums for the period after your date of cancellation if you already paid them. Your activities and points will also be cancelled and no refunds are available in regards to these. You will also be subject to the individual terms and conditions of any gym or Vitality partner if you choose to cancel your membership or other benefits with them as well.
Cancel by Post
If you would like to notify Vitality of your intent to cancel in writing, you can do this by e-mail or even post. E-mail CustomerSupport@vitality.co.uk and include your membership number, policy type, and details of everything that you are cancelling. You should include this information if you decide to mail a physical letter as well. If you do send a letter, allow enough time for it to reach them before the date you want your policy to end on. You can write to Vitality about cancelling PruHealth Insurance at this address:
70 Gracechurch Street