VitalityLife has partnered with Swiss Re to deploy the reinsurer’s PromiseXP claims assessment platform across its term life and whole of life insurance business, as part of efforts to enhance its claims handling process.
The technology is now live and will support the insurer in assessing claims based on their complexity and risk profile, helping direct each claim through the most appropriate assessment pathway while maintaining human oversight throughout the process.
Supporting claims assessment
PromiseXP is designed to assist with claims triage by evaluating the complexity of claims at the outset and supporting validation checks, including policy status and eligibility requirements.
According to VitalityLife, the platform will:
- Assess claims according to their complexity and risk profile.
- Route claims through the most appropriate assessment pathway.
- Support validation checks, including policy status and eligibility criteria.
- Enable claims assessors to focus on more complex cases requiring specialist expertise.
- Maintain expert human oversight, with no automation of claim decline decisions.
The insurer said claims assessors will continue to make all review and claims decisions, while the technology is intended to improve efficiency and speed for members and advisers.
Growing claims volumes
VitalityLife said the investment comes as claims volumes continue to increase alongside business growth.
Life cover claims paid by the insurer rose from £54.3 million in 2021 to £105 million in 2025, representing an increase of 93% over the five-year period.
The company also reported paying 99.4% of all life cover claims in 2025.
Executive comments
Justin Taurog, Chief Executive Officer of VitalityLife, said:
“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. 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 PromiseXP 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 Swiss Re’s Life & Health Underwriting & Claims UK & Ireland, 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.”
Enhancing customer experience
VitalityLife said the deployment of PromiseXP forms part of its wider strategy to strengthen claims operations as demand grows, enabling faster routing of claims while ensuring complex cases continue to receive detailed assessment by experienced claims professionals.
