Vitality complaint letter: claims, policies and settlements

Use this template to raise a clear, firm complaint to Vitality about your insurance policy or claim. Set out what went wrong, the impact on you, and what you want Vitality to do to put things right.

What this letter should achieve

• Explain the issue with your policy or claim using clear facts and dates.
• Reference relevant policy terms or previous communications from Vitality.
• State the impact on you and the outcome you want (for example, progress a claim, reconsider a decision, or review a settlement).
• Request a written final response that explains the reasons for Vitality’s decision.
• Ask for regular updates and your preferred method of contact.

Common issues people complain about

• Claim delay: prolonged assessment or repeated requests for the same information.
• Claim rejection: disagreement with the decision or how policy terms/exclusions were applied.
• Settlement amount dispute: concerns that the offer is too low or not in line with the policy.
• Customer service: difficulties getting updates, errors, or poor communication.

What to include

• Your full name and contact details.
• Policy number and claim reference.
• A concise timeline of key events (with dates).
• A clear description of what went wrong and why you think it’s unfair or incorrect.
• The remedy you want (e.g., claim to be progressed, decision reviewed, settlement reassessed, apology).
• Supporting documents such as medical reports, invoices, repair quotes, and copies of emails or call summaries.
• Any relevant circumstances or vulnerabilities you wish Vitality to consider.
• Your preferred contact method and availability.

Evidence to attach: Policy number, claim reference, timelines, supporting documents (reports/quotes), and correspondence.

Escalation and timeframes

Allow up to 8 weeks for a final response before considering escalation (typical UK complaints timeframe). If you’re dissatisfied with the outcome, or you don’t receive a final response within this timeframe, you can consider escalating to the Financial Ombudsman Service (FOS) for eligible UK consumer complaints. Keep copies of everything you send and receive, including any final response letter and complaint reference.

Practical tips

• Be concise and stick to verifiable facts; avoid emotive language.
• Use headings (Issue, Timeline, Impact, What I want) to make your letter easy to follow.
• Number your attachments and refer to them in the letter.
• Do not send original documents; send copies or clear scans.
• Highlight key policy clauses you believe support your position.
• Ask for a clear explanation if a claim is rejected or a settlement is reduced.
• If the matter is urgent (e.g., financial hardship or health reasons), explain why and ask for prioritisation.
• Keep a record of all communications and follow up if you do not receive an acknowledgement.