Vitality Health moving the goalposts yet again. This has happened every single time I have engaged with Vitality to progress a claim, from first time conditions, to pre-existing conditions which are covered by the plan specifically, their customer support staff do absolutely everything to not authorise a claim. After years of being with AXA & Aviva, Vitality is by far the bottom of the barrel. Having previously suffered with a mental health condition some years ago, the wording of the policy was changed to exclude it on renewal, however the policy was amended after to include the condition and talking therapy to ensure if it was ever required it could be used again. Surprise surprise, when trying to claim, the consultant who was previously registered, had been removed by Vitality. They confirmed if I got the consultant reinstated I could progress seeing them. After months of jumping through hoops, they are now re-registered. Surprise surprise, Vitality’s call handler can neither find the previous notes nor the amendment confirming cover even though it’s on the policy documents. They are saying claims teams don’t have accessed to what is and isn’t covered, but are the people who decline cover due to policy? I think they make up this stuff as they go along with a bonus if they can decline cover. After providing documentation, and writing in for a Subject Access Request, suddenly they now have access to prior conversations and will cover the condition, but, not with that consultant and only via a panel of clearly cheaper consultants. So the past 4 months of getting that consultant re-registered has been totally pointless and I have been sent on a wild goose chase. Now that cover has been re-included, they are now angling down the ‘chronic’ route to try and deny cover past the initial review. This is absolutely deplorable and desperate to deny any claim possible. Vitality - don’t worry about responding to this saying you’re disappointed you haven’t met expectations and you’d like to discuss it further, that’s just a visual attempt to appear to other customers like you care. All you as a company care about is making money by declining cover which people are paying for. 1234507786