VitalityLife Deploys Swiss Re PromiseXP for Life Claims Triage

Editorial Calendar VitalityLife Deploys Swiss Re PromiseXP for Life Claims Triage The PromiseXP platform assesses each incoming claim against its complexity and risk profile, then routes it to the most appropriate assessment pathway. It also handles validation checks covering policy status and eligibility criteria. Crucially, the system does not automate claim declines; every decision involves a qualified claims assessor.

The intent is to free those assessors to concentrate on cases that genuinely require detailed underwriting judgement, rather than spend capacity on straightforward notifications. VitalityLife’s claims volumes have grown sharply. Life cover claims paid rose from £54.3 million in 2021 to £105 million in 2025, a 93 per cent increase over four years.

The company reports a 99.4 per cent claims payment rate for life cover in 2025. Sustaining that record while accommodating continued growth in policyholders is the operational rationale for the triage upgrade. Justin Taurog, chief executive of VitalityLife, framed the deployment in terms of the customer moment rather than the operational saving.

“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,” he said. “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 and Health Underwriting and Claims for UK and Ireland, said the partnership supported the reinsurer’s broader mission of resilience, adding that the arrangement reflected a shared commitment to improving outcomes for policyholders and beneficiaries. Automated claims triage is becoming a standard capability expectation among larger protection insurers, with several UK life offices and their reinsurance partners investing in similar workflow tooling over the past two to three years.

The competitive pressure is partly operational and partly