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

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 code, 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. 

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 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 successfully cancel your upcoming session if more than 48 hours before the session date/time. If you cancel within 48 hours, you are liable for the charge. 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 your credit/debit card will be charged within five working days. Once the payment has been processed, a receipt will be sent. 

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, Vitality will send you an invoice directly detailing which session(s) you need to pay for and for how much. The invoice will advise you that My Online Therapy will contact you to arrange payment. You do not need to pay Vitality any excess owed, as all money owed is linked to your MOT sessions and payment can be made directly with MOT or via our medical billing partner, Patient Billing 

Why have I been contacted by Patient Billing? 

My Online Therapy has a medical billing partner, Patient Billing who processes invoices for sessions with insurance clients. If you are liable to pay for an excess on your policy, Patient Billing will contact you in the first instance to advise how you can pay. You should have already received your invoice from Vitality at this point, so Patient Billing will only be asking you to pay what you have received notification of. You do not need to pay anything more or different to the invoice you have received. 

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 £79.00. Have I been charged?

When you first make a booking, you will receive a booking confirmation via email or on the app which shows details of the session including the price. Sessions are paid for once complete with the invoice sent to Vitality to review. If you need to pay for the session in full or part due to having an excess on your policy, for example then you will receive an invoice directly from Vitality detailing which session it is for and how much you need to pay in contribution to your claim. 

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, the system will automatically delete your insurance details so any future bookings can only be made by credit/debit card unless you are able to register with a new insurance company or have renewed a policy with Vitality which entitles you to further sessions. 

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.