Vitality will no longer be covering sessions that are booked to take place after the client's policy expires. Clients will need to be contacted to advise that any upcoming sessions booked to take place using "plan" as the payment method will be cancelled and they can re-book using a credit/debit card as the new payment method
All psychologists receive an automated email to advise that the client's policy has advised. Previously this started that any scheduled sessions can still take place, but further sessions can't be booked. This has been changed to state that all scheduled sessions need to be cancelled and the client can re-book on a self-funding basis if they wish.
Customer Support will be checking on all expired policies emails sent and then contacting the client to let them know that MOT have been informed that their policy has expired with details of their upcoming sessions using "plan" as the payment method that will be cancelled with a call to action to the client to re-book using their credit/debit card as the new payment method. Psychologists can also speak with their clients and cancel bookings if they wish. Please do contact Customer Support if you have any queries.
Vitality sessions are covered to take place during the policy year in line with their standard policy terms. If a client's policy expires during treatment, sessions that were previously approved be they the original 8 or any further sessions that were approved will no longer be avaiable.
Email to be sent by Customer Support:
Hi <insert name>
Session types: Individual - Video - 50 Minutes
Session price: 84.00
We have been informed by Vitality that your policy has expired, so your sessions will no longer be covered by them. Please be advised that we have cancelled your upcoming session(s) so if you wish to go ahead with another session please re-book as a self-funding client using your credit/debit card. A 30 minute session costs £59 and a 50 minute session is £109.
In line with your Vitality policy terms, your sessions are only covered if they take place within the live policy year.
Updated email to be sent to psychologists:
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