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 My Onlne Therapy app or website by creating an account and entering your membership details and DOB, so your policy can be validated

My details aren't being validated - it says I need to contact Vitalty. Why?

Have you already created an account and provided your details already? If you have already registered and entered in your membership details then your policy won't be validated again. Please log into your My Online Therapy account using your email address and password to acccess your account. If this is the first time you're setting up an account, then please do contact the Specialised Care team at Vitality so they can discuss your claiim with you. 

What am I entitled to? 

Vitality clients are entitled to up to 8 sessions including an initial session. All Vitality clients have 50 minute sessions via video call. 

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

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 a chosen contribution (excess) to on your policy you will need to pay that amount per session towards 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 £90 (new prices in effect from 15th May 2023) 

What is your cancellation policy? 

Cancellations more than 48 hours before the session date/time will release the authorised session. This can be booked again for another date. My Online Therapy can only invoice your insurance company for completed sessions that you attend, so if you cancel within 48 hours or do not log in for the session, you will be liable to pay the session fee. 

How many sessions am I entitled to?

Vitality will authorise up to 8 sessions in the first instance. Depending on your policy type, your psychologist can request further sessions if there is a clinical need.

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. Self-funding sessions cost £59 for 30 mins and £109 for 50 mins. 

What happens if my policy expires?

Your Vitality plan covers you for eligible treatment that takes place while the plan is active. If your policy expires then any scheduled sessions will be cancelled which you can re-book using a credit/debit card.