Vitality excess FAQs

Who are Ascenti?

Ascenti is a national healthcare company, who have partnered with Vitality to provide physiotherapy services.

What is an excess?

An excess is a pre-agreed contribution on the plan which is payable once any bills are received for your treatment. Vitality is then liable for the remaining amount, up to the authorised session limit.

To check your plan benefits and any excess which may apply, go to the Vitality Care Hub at member.vitality.co.uk.

Why am I being asked to pay an excess?

We have issued an invoice to Vitality who have advised us the amount is payable by yourself as per your plan terms and conditions.

To check your plan benefits and any excess which may apply, go to the Vitality Care Hub at member.vitality.co.uk.

How can I pay my bill?

Please locate the payment link on the reminder email that we have sent you.

What do I do if I don't agree with this decision?

Please contact Vitality for any questions relating to your excess amount, or check in the Vitality Care Hub at member.vitality.co.uk.

Please also let Ascenti know that you are querying this, so that we can note your account.

What if Vitality have advised that no excess is owed?

Please forward this confirmation to us, so that we can note your account and contact Vitality for payment.

What if my cover is via a Corporate Plan?

Please speak with your group secretary regarding excess.

What if my insurance is covered by my employer?

You are required to pay the bill as per your terms and conditions.