Frequently Asked Questions
Gyms
- How do I keep track of my visits?
- My Vitality points statement hasn't updated all of my gym visits
- How can I make the most of the gym?
- Can I take a gym buddy with me?
- Can my family join up?
- How do I cancel my membership?
- I am already a gym member. How do I switch my membership?
- The amount you have billed me is incorrect
- I've lost my gym membership card – how do I get a replacement?
- When do you debit my account for my gym membership fees?
- Can I earn points for the gym and Fitbug at the same time?
Allen Carr's Easyway to Stop Smoking
Champneys Health Resorts
eBay
- What does 'eligible sporting goods' mean?
- Can my family buy from eBay and earn Vitality points?
- How do I know what I have bought is eligible? How do I track my sporting goods purchases?
Fitbug
Health Screening
Sainsbury's
Answers
Gyms
How do I keep track of my visits?
Looking on our Member Zone will provide you with the latest information about your Vitality points and gym visits. Simply click through to your Vitality points statement for a breakdown of your gym visits and how many points you have earned.
You will also be sent a Quarterly Vitality Gym Statement in the post.
TopMy Vitality points statement hasn't updated all of my gym visits
It takes between 2-4 weeks for your gym visits to reflect on your Vitality points statement. If you think a gym visit hasn't been updated on your Vitality points statement, please contact your gym first and ask them to update your information. If after this, your gym visit still hasn't updated, log into the Member Zone and fill out the ‘Query your Vitality points’ form and we will investigate and update your statement if required. Please note that it is the member's responsibility to ensure that they have swiped into the gym so that their visit is registered.
How can I make the most of the gym?
Why not book a free Fitness Assessment with us at any of our partner gyms? Designed to assess your general health, it could also earn you Vitality points.
TopCan I take a gym buddy with me?
Going with a gym buddy is a great way to keep motivated and work out regularly. Please check with your gym for guest rates if your friend is not already a member. Alternatively, get them to join PruHealth or PruProtect and they can take advantage of our great gym prices.
Can my family join up?
All members are eligible to sign up with our partner gyms at subsidised rates. You will need to contact the gym directly to see if children are allowed as members. However, please note that children will be billed at the standard gym retail rate and that Vitality points will not be awarded for their attendance. The standard gym retail rate for children may be cheaper than Vitality rates.
TopHow do I cancel my membership?
Should you decide to cancel your gym membership, please contact our Customer Service Team. Please note that should you be in your initial 12 month contract period you will need to see that out before cancelling.
I am already a gym member. How do I switch my membership?
LA Fitness
If you're already an LA Fitness member and are outside your initial contract term, you can switch to Vitality subsidised rates online at www.lafitness.co.uk/pruvitality. If you are within your initial contract term we will be able to award you Vitality points for exercising at the gym by registering online at www.lafitness.co.uk/pruvitality.
TopVirgin Active
Visit your Virgin Active club and request to transfer over to our rates. You will need your PruHealth/PruProtect membership card with you to sign up to the subsidised rates.
Please note that we take payment for gym premiums in arrears and Virgin Active takes gym payments in advance - so you will pay for two gym premiums in the first month after switching.
Cannons
If you are an existing Cannons member and are outside of your initial contract term you can switch to the subsidised rates by visiting your Cannons club. Please note: a cancellation notice will apply. If you are inside your initial contract term you will need to see out your existing contract period before switching to the subsidised rates. You will however be able to register as a self paid member and receive Vitality points for exercising at the gym. To activate this call us.
TopThe amount you have billed me is incorrect
PruHealth takes a number of precautions to avoid any overcharging. However should you find this has occurred, please notify us and we will investigate the issue before your next bill. If necessary, we will adjust your monthly fee and refund you accordingly.
I've lost my gym membership card – how do I get a replacement?
Please contact your gym for instructions.
TopWhen do you debit my account for my gym membership fees?
Your gym membership will be debited to your account on the first day of each month for the previous month’s membership. If you join your membership before or on the 15h of the month then you first month’s membership will be payable at the end of the current month. If you activate you membership after the 15th of the month then your first month’s membership will only be payable in the next calendar month.
Please be aware that we can only register and manage one set of banking details per policy. This means that if a principal member and a dependant both wish to take out gym membership; both fees will come out of the same bank account.
Can I earn points for the gym and Fitbug at the same time?
No. As both Fitbug and gym membership form part of the exercise category, you can only earn up to the maximum category limits – which is up to 10 Vitality points a day, 150 a month and 1500 a year.
Allen Carr's Easyway to Stop Smoking
What happens if I don't manage to give up?
Allen Carr offer two free booster sessions if your first session doesn't work. If after that you still haven't quit, they will refund your subsidised contribution.
TopHow do I earn the maximum 200 Vitality points?
If you sign the Non-Smoker's Declaration or quit smoking with Allen Carr and have registered on our VitalityMed programme, you will earn 200 points.
Champneys Health Resorts
Can I take a friend?
To help you make the most of your stay, you’ll be able to book for three guests as well as yourself.
How much will my guests have to pay?
| Champneys Room Type | Single | Twin |
|---|---|---|
| Standard | £105 | £95 |
| Superior | £119 | £109 |
eBay
What does 'eligible sporting goods' mean?
Because our Vitality programme is designed to help you improve and maintain your health, Vitality points will only be awarded for the purchase of eligible items. These are items listed in the ‘Sporting Goods’ category of eBay which we could consider beneficial for your physical health, fitness or wellbeing. We may not award or may cancel Vitality points if we believe that the items purchased have been misclassified as sporting goods, or are experimental, unproven or unregistered treatments or practices. We do not endorse any of the items on auction on eBay.
TopCan my family buy from eBay and earn Vitality points?
All adults on your cover who are registered on the Member Zone and have registered their unique eBay User ID with us could earn points from making eligible purchases on eBay.
How do I know what I have bought is eligible? How do I track my sporting goods purchases?
To see examples of items we consider ineligible, please log into the Member Zone and explore the Earning points with eBay section. To track your purchases, a personal eBay Vitality statement will be created for you. You can access this from the Vitality points statement in the Member Zone.
Fitbug
Can my family get a Fitbug?
All members of 18 or over on your policy are eligible for a Fitbug at the subsidised rate of £15. Why not get Fitbugs for all the family and clock up those steps by going on family walks?
What happens if my Fitbug breaks?
For further details on Fitbug maintenance or any other problems, please visit www.fitbug.com/pruvitality.
TopHealth Screening
Can my family have a screen?
All adult dependants on your cover are able to have a screen at Vitality subsidised prices and could earn Vitality points for this. Most of the screens aren’t suitable for those under 18, but please contact Nuffield Proactive Health directly for further information at www.nuffieldproactive.com
How often should I have a screen?
You are able to earn Vitality points for a health screen once every six months. In most cases having a health screen once a year is more than sufficient, however as each individual’s situation, health and lifestyle are all different, we would recommend that you talk to your GP.
TopSainsbury’s
What happens if I shop and forget my Nectar card?
Unfortunately, although Nectar points can be retrospectively awarded if you forget your Nectar card, we are unable to award Vitality points to you unless you use your Nectar card at the time of purchase.
Can my family register their Nectar cards?
All adult dependants covered can register their Nectar card with us and start earning Vitality points for purchasing fresh fruit and veg at Sainsbury’s.