"The point of claim is one of the most important moments in the customer journey and, in life insurance, comes during a challenging period of uncertainty for families."
- Justin Taurog - VitalityLife
VitalityLife has partnered with Swiss Re to deploy the latter’s Promise XP claims assessment technology across the former’s term and whole of life business.
Vitality will implement Swiss Re’s Promise XP claims platform to support how they approach claims triage, assessing the complexity and risk profile of each claim from the outset and helping route claims through the most appropriate assessment pathway.
The new technology aims to enhance the claims experience for members and advisers. VitalityLife says that claims assessors will continue to play a key role in all reviews and decisions, with more capacity allocated to claims requiring more detailed assessment.
This comes after Life Cover claims paid increased from £54.3 million in 2021 to £105 million in 2025, a rise of 93% in five years.
Now live within the VitalityLife, the technology is designed to assess claims according to their complexity and risk profile, route claims through the most appropriate assessment pathway, and support validation checks, including policy status and eligibility criteria.
The platform also aims to allow claims assessors to focus on cases where their expertise can have the greatest impact, while maintaining human oversight throughout the claims process, with no automation of claim declines.
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"The point of claim is one of the most important moments in the customer journey and, in life insurance, comes during a challenging period of uncertainty for families," Justin Taurog, CEO of VitalityLife, said.
"That's why it's so important that we continue to evolve the capabilities that support members, advisers and our claims teams.
"We are excited to bring Promise XP as Swiss Re shares our ambition to continually develop the claims experience, and this technology will help us ensure we continue delivering the high standards of service that members and advisers expect as our business grows."
Claire Nolan, head of life & health underwriting & claims UK&I at Swiss Re, added: "Delivering on our claims promises is at the heart of Swiss Re’s mission to make the world more resilient. We’re delighted to partner with VitalityLife to help streamline the claims experience for their policyholders and beneficiaries. We would like to extend a big thank you to the VitalityLife and Swiss Re teams for this transformative automation partnership."
