FAQs for Vitality clients

How do I register with My Online Therapy using my Vitality insurance as a payment method?

You can register via the landing page specially designed for Vitality clients. If you have been issued with a voucher code by Vitality, you can use it to register or you can use your membership number and DOB. Voucher codes are only recognised via the specialised link and not on the direct MOT website

www.myonlinetherapy.com/vitality

I can't log into my My Online Therapy account - what can I do?

Please use the email address you used to create the account. The above link is only for one time use to register and create an account, but thereafter you need to access your My Onine Therapy account. You can log into the MOT app or website. This smartlink is always a good way to gain access to your account if you're struggling https://motclientapp.onelink.me/tVy6

What am I entitled to? 

Vitality clients are entitled to up to 8 sessions including an initial session. All Vitality clients are entitled to 50 minute video calls for individual therapy only. 

Does Vitality cover therapy for under 18s with My Online Therapy? 

No. It is not currently possible to use your Vitality policy for under 18s. 

Does Vitality cover  couples therapy with My Online Therapy?

No. It is not currently possible to use your Vitality policy for couples therapy

My voucher code isn't recognised - what can I do?

You can try to register using your membership number and DOB instead. If you are still receiving an error message, please contact Vitality directly as they may need to review your policy and have flagged your account for review. Once they've reviewed this, you can usually come back and register successfully.

Can I use my membership number and DOB to sign up instead?

Absolutely. If you don't have a voucher code, you can use your membership number and DOB instead. 

I've already got an MOT account, but I've been given a voucher code - do I need it?

No. A voucher code is only required for the initial registration, so if you already have an MOT account then just log in as normal using your email address. You do not need to register again. 

Why do I need to add my credit/debit card details if I am paying using my Vitality insurance?

Vitality will authorise you to have up to 8 sessions in the first instance, but as per the terms of your policy if you have an excess to pay you will be expected to pay in contribution to your claim. Vitality can only be invoiced for completed sessions, so if you cancel late or don't turn up for the session then you will be liable to pay. 

How much do Vitality sessions cost?

All Vitality clients have 50 minute video calls at a cost of £84. Vitality will cover the cost of sessions that are completed and attended. If you have an excess on your policy and need to pay in contribution to your claim, you will be liable to pay the full or partial cost of a session. If you miss a session or cancel within 48 hours, you will also be liable to pay for the full cost of the session. Please do try to ensure any cancellation or reschedule requests are submitted more than 48 hours before the session date/time, as these are free.

Why is the psychologist not registered with Vitality when I have signed up with them?

If you have signed up via the bespoke landing page for Vitality clients, then all psychologists presented to you are registered to work with Vitality and are accepting new clients. If you have registered directly via the MOT website, then you may be offered a wider selection of psychologists including those who are only available for self-pay clients. 

What happens if I don't turn up for a session?

If you are unable to make your session, we would always encourage you to contact your psychologist via direct message on the app to let them know you can't make it. Your psychologist may be able to look to reschedule the session to another date/time although this is not guaranteed. If you don't turn up for a session and there has been no contact with your psychologist or Customer Support, then the psychologist and/or Customer Support will try to get in touch with you. If we are unable to reach you, we will report to Vitality as a no show. 

Why have I been charged for a missed session?

My Online Therapy can only invoice for completed sessions, so Vitality will not cover the costs of the psychologist's time if you don't turn up for a session. If you are liable for the charge, you will receive an email once the session date/time has passed and marked as "incomplete" advising you that you are liable to pay for the session and your credit/debit card will be charged within five working days. Once the payment has been processed, a receipt will be sent. 

What if the payment is unsuccessful?

If the payment doesn't go through, you will receive a follow up email asking you to update the payment details in your account.If the balance remains outstanding, then you may not be able to book further sessions as part of your authorised amount. If the balance continues to remain outstanding, then MOT may proceed with a collections process 

What is your cancellation policy?

You can submit a cancellation or reschedule request up to 48 hours before the date/time of the session. Any cancellation requests submitted within 48 hours may not be accepted by your psychologist. If you cancel within 48 hours or don't log in for your session you will be liable to pay. 

Why do I need to pay an excess?

As per the terms of your insurance policy with Vitality, you may be asked to pay in contribution to the cost of your claim. Although Vitality authorise up to 8 sessions in the first instance, if there is an excess to pay you will be liable for the charge. If you are unsure what excess you have and if you would need to pay towards the cost of your claim, you are best to discuss directly with Vitality before registering or making any further bookings. My Online Therapy does not have any information around client's policy cover or excess other than what is provided by Vitality to validate your policy upon registration. 

How do I pay an excess?

Invoices are submitted to Vitality once the session is complete. If you are liable to pay for the session in part or for the full amount, our medical billing partner Patient Billing will contact you to request that you make payment via Patientzone. Vitality will also send you a notification asking you to log into your Memberzone account where you can view your policy terms and invoices. 

Who is Patient Billing?

My Online Therapy have instructed Patient Biling to process payments due to an excess on a policy. You will be sent details to pay via Patientzone where you will see invoices due. If you do not pay within 14 days, as requested your details are referred to My Online Therapy where payment will be processed using the credit/debit card on your profile for any outstanding invoices. 

How many sessions am I entitled to?

Vitality will authorise up to 8 sessions in the first instance. This does not mean that they will necessarily cover the payment of all 8 sessions, so if you have an excess on your policy you will be expected to pay towards the cost of the claim. These sessions will be considered to be part of your entitlement and not in addition to others covered by Vitality. 

if I cancel a session, will this go back into my available sessions to book again?

Yes. If you cancel a session more than 48 hours before the date/time then this will become available for you to book again as part of your authorised session plan. 

Why do I need to request for further sessions when my policy allows me "unlimited" cover?

Vitality authorise up to 8 sessions for all members and if there is a clinical need, your psychologist can request further sessions if your policy allows. All requests need to be submitted to Vitality to be reviewed, so even though you may have a high policy cover level further sessions can only be requested for up to 8 at any one time. The psychologist will manage this for you and My Online Therapy will submit directly to Vitality. You do not need to do anything with regards to requesting further sessions. 

I've made a booking using Vitality insurance, but the app /email confirmation shows it costs £84. Have I been charged?

No. This is just a booking confirmation. 

Can I carry on with my therapy sessions as a self-paying client once my authorised sessions have been used up?

Yes. Once the number of authorised sessions have been completed or if your Vitality policy expired, the system will automatically delete your insurance details so any future bookings can only be made by credit/debit card.

What happens if my policy expires?

Your Vitality plan covers you for eligible treatment that takes place while the plan is still in force (in other words, whilst the plan is still active, premiums have been paid to date and it has not been cancelled or lapsed for any reason) and you are still an insured member or insured dependant of this scheme. Vitality does not pay for treatment that takes place after your cover has ended, even if this is a continuation of treatment that started while you were still covered by the plan, or even if they have authorised it in advance but the treatment is now going to take place after your cover has ended.

What happens to my scheduled sessions when my policy expires?

Any scheduled sessions booked using "plan" will be cancelled, as they will no longer be covered by Vitality and you can re-book them on a self-funding basis.