“Sorry to say this company is not good at customer service....
Takes them forever to answer the phone....when they do you are passed from department to department....I went through the security 3 times before I spoke to the correct person....
Even then its form after form.....I was paying nearly £400 per month......just cancelled !”
“I joined vitality healt a year ago and spent a very long time on the phone going through my health details and the conversation was recorded in which I made sure that prostate cancer was covered and the sales agent confirmed this at least 2 times. I then took out the policy based on the agents guarantee , 1 year on I developed the cancer and Vitality agree I was told I was covered but they now say it was a mistake. And I’m not covered the offered me £250 compensation but just my premiums were nearly £5000 I refused there offer and str now going to take legal proceedings against them. . Do not touch them. they are just another greedy insurance company”
“Dreadful. Couldn't instigate a claim due to the bank holiday. Wouldn't backdate claim when I eventually got speaking to them 4 days later. Completed claim online, rang them 4 times. A hour on hold. Sent an email. Totally useful. Rip off. I'll make sure you dissuade everyone I know from using them.”
“Bupa or Vitality? BUPA!
If anyone is considering medical insurance, I definitely recommend BUPA. (I used to have BUPA Insurance - now VITALITY)
Why no recommend Vitality:
- if you have a problem, e.g. anemia or chest pain, and you have a referral from your GP for a chest X-ray and blood test - they will not accept the referral from the GP and you have to go to a specialist? But the GP doesn't know which specialist to get a referral for a blood test? I have a problem that I have been coughing for 2 months, I have chest pain and Vitality tells me to go to the NHS GP and they do not want to accept the tests that the GP ordered for me during a face to face visit.
BUPA has no such problems. They refer you for tests if your general practitioner recommends tests.
- I had a referral from a Gynecologist for a breast examination. Unfortunately, a referral from a Gynecologist is not acceptable. It has to be a GP? Bupa does not have such problems. However, a Gynecologist is a specialist who also examines the breasts and may order an ultrasound or mammography?
- Very bad experience.”
“Poor healthcare provider and not worth the money. Numerous examples of poor service, plus they don’t want to pay for anything , which defeats the object of having healthcover.”
“I had a heart attack last quarter of last year. Been waiting for my claim for more than 4 months now. My GP and cardiologist sent all the necessary paperworks. Did a lot of phone calls, they keep promising that It wont be long last week. Then the last time i rang them again and verbalised my disappointment, they said they are asking again my GP for more additional information not even related o my heat attack . It seems like a delaying tactics.
Really disappointed with their services.
I will probably have another heart attack or DEAD by the time I will get my claim.
Until Now I'm still waiting.....!!!”
“I was convinced to shift from a more expensive insurance to Vitality. What a mistake! 1000 forms to fill for everything, multiple requests, time and resources waisted all to avoid taking care of me and of my claims. I was shocked. I cancelled my policy after less than a month.
When I provided a bad review on Trustpilot they immediately contacted me stating that if I had not provided extra details about my experience they would have challenged my bad review. This is what they are. Very quick to discipline their disappointed customers, extremely inefficient (on purpose) when it comes to providing services.
STAY AWAY”
“Awful to deal with. Took ages to resolve a straightforward claim and get treatment. Various delaying tactics used, including asking for forms I'd already sent so had to duplicate everything. Telephone calls often unanswered; when they were callbacks didn't materialise. Processing the claim saw continual delays due to incompetence and/or claim avoidance. At the time their website was a mess, more interested in flogging other stuff than creating a clear policyholder section. Oh, and like a lot of other companies (Virgin Money are you listening?) unless you download their app forget it! Vitality spends a fortune on advertising which would be better spent improving their service. But they won't because it's money they care about. Give them a miss.”
“Don’t think anything in the name relates to this company. They are just an insurance company that is trying to make as much money as they can.
I’ve been a member for three years and it’s never easy dealing with them. If only they could be like Petplan.”
“Still waiting on my mums life insurance she passed a way in April and their trying the best to get in out of paying same rubbish everytime their contact us by email its at the underwriters ready to be paid their been saying for months still no joy with any payment”
“Shockingly bad, even for an insurance company
Vitality will do everything they can to delay your claim. Maybe they think if they continuously delay you will get fed up and use the NHS instead.
Delaying tactics they have used:
Repeatedly asking for the consultants letter which they have been sent multiple times. Claiming they have never received it despite getting confirmation emails and verbal confirmation that it was received.
Asking your consultant to complete an additional form.
Asking your GP to complete a form, for which you will have to pay.
Promising to call you back but never call.”
“Horrendous company DO NOT USE. Used through my work 'benefit' package, and treatment is declined for no reason. Having to follow legal route and reported to FCA poor practise and acting in bad faith.
It honestly feels like a scam to make money out of innocent people. will not be using again and have informed my work how atrocious everything about Vitality is. Also, their website, app and general user interface is clunky and confusing. DO NOT USE”
“A total disgrace of a company. They do everything within their powers not to pay a claim by making you jump through so many hoops before they pay out. They use the need to talk to their GPS then they need your full medical history supplied by your GP then further discussions on the phone. A total bunch of time wasting jobsworth individuals.”
“DO NOT USE THIS COMPANY
THEY DO NOT COVER ACCIDENTS AND EMERGENCIES AND THEY DO NOT ASSESS CLAIMS QUICKLY, THEY LIE AND TRY TO GET OUT OF ANY CLAIM.. IM EXHAUSTED TRYING TO GET A CLAIM FOR AN URGENT PROBLEM WITH NO PREVIOUS HEALTH ISSUES.
PAY MORE GO WITH BUPA, ANYONE BUT VITALITY”
“They owed cash back from years ago and fighting not to pay it when we have been with them years and always been platinum members. It took over one month to get to the right person and still they didn't want to respond. Customer service is awful and rude. I'm not leaving and taking my insurance else where.”
“Nightmare of a companyt, I dont know how this is legally allowed to happen in the private health insurance market. The app doesnt work, you cant get through on the phones. Avoid at all costs.”
“Terrible experience with Vitality. When you call for a claim you are usually on hold for ages and then passed on to different services whom you have to repeat what you just said to the previous person!
I had video consultation with a Vitality GP who referred me to a cardiologist but Vitality are still asking for a Conditional Information Request to be filled out by myself and my NHS GP (who wants to charge me £185 for it!). it is very complicated to make a claim. Might as well wait for an NHS appointment. I will soon move to AXA PPP or Bupa who are easier and quicker to deal with your issues.”
“If i could provide zero i would. Awful, rude staff. Wring advice given which resulted in 9 months of pain. When challenged it was a case of computer says no. Truly awful experience. Use a reputable company like Bupa. It's amatuer hour at Vitality.”
“Worst insurance company. Don't waste your time and money. It will most probably be easier to get treatment on nhs rather than paying this company....hopefully this gives you an idea of what their speed is like. Stay away and don't waste your money”
