“very upset with them my husband had a whole life policy with them, still have no payment from them, and wrote letters and e mails to the company and the claim six months later as not been resolved my late husband would have been disgusted with them wish he had never set life cover with them. Calls to them are useless and e mails and you are waiting for weeks and still no nearer to resolving the claim just excuses and I feel so perplexed with the company”
“They are a disgusting company with no morales. They have just been on Rip off Britain today my sister didn't get a payout with her condition - she is now going to contact Rip off Britain maybe you all should”
“Worst Customer service ever. They cut the line half way through my conversation. I made for calls and all 4 consultant did the same. Absolute nightmare! Don't ask me about their email communication. They hardly response to your email.”
“My experience was far from good . No help , no support and finally my surgery had to be done in a NHS hospital as I needed both an ENT and a cardiac surgeon present . I was due for a refund as I could not have private treatment in a private hospital . The total refund was les than one months payment to Vitality for my wife and I , so should have been no big deal . Add to that U saved Vitality at least £5000 by having no choice but to go into a NHS hospital . However , the company made the claim as difficult as possible . The website goes down on a regular basis and phoning them usually involves a 45 minute wait . When I complained , I was told my complaint was to be taken seriously and someone would come back to me in a week . Twelve days later nothing !
I did not appreciate the snotty woman that was dealing with my complaint wishing me the most fantastic rest of my day on the most insincere way .
Vitality just takes your money and does as little as possible . Having paid onto it for 40 years , and this being my first claim, there is no way I can recomend them . Totally useless service , no concern for customers and faulty IT . Look elsewhere for private health insurance . I would have done better saving some money each month to pay for potential problems rather than giving these people a very large sum each month only to get ignored and lousy treatment .”
“Atrocious service from this medical insurance company. Have been waiting nearly 7 weeks for authorisation to see orthopaedic consultant following physio recommendation. Have made phone call after phone chasing this up - no mean feat considering it takes on average 40-50 minutes to speak to someone! When you do get to speak to a member of staff they can tell you very little and they can’t even put you through to the team who are dealing with it. Emails have also proved pretty useless. Feel they are just using stalling tactics: asked for my GP medical records said the hadn’t received them so sent them again. Then so many weeks later asked for physio report, again said they hadn’t received this so had to send it again. A week or so later asked for physio notes. A week or so after that said they were checking things with Vitality GP I initially contacted regarding my condition. The weeks keep rolling on and still no resolution. Feel they are very disrespectful and disingenuous. Want fast access to medical services - forget Vitality - they simply don’t do “what it says on the tin”!
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“Vitality is a good product but their customer service does not match. I have been waiting more then 1 hour on the phone today for someone to just give me some information and not actually help (as "it another department" as you will often hear).
We as customers, pay a lot, the business needs to provide a service to match this and it is not of our interest if they just don't want to pay enough staff and have recruitment issues.”
“awful service, lied to us on sales pitch, hid oppressive terms on page 35 of the small print. terrible phone support, all the silly trinkets like vouchers cannot make up for the fact they offer awful health insurance”
“One star is too much! Horrendous customer service, terrible app and website and don’t cover anything ever unless you hound them and provide a mountain of proof. Awful. Getting rid!”
“This company has some good aspects but it really needs to improve its customer service and website.
This company has some good aspects but their website is so very poor as regards content and detail. There are many examples but beware particularly of the free Amazon Prime offer. You need to sign a form that allows for a credit check. Nowhere does it state that you are fully committed when you sign this form even if you don't use the code that Vitality subsequently issue to set up the service, that if you have already paid for Amazon Prime you incur penalties for switching to Vitality or that money is taken from your account every month and then refunded by Vitality. And it seems impossible to cancel this even if you never use the code to set up the service despite this being clear to Vitality on its own system. I feel like I have been scammed and wanted to warn others not to proceed with the so-called credit check until you are sure that you want the service.”
“Just a heads up, if you use your VitalityHealth health insurance they'll most likely end up paying less than 10% of the cost of your treatment, or won't pay any of it. So they don't actually save you any money.
They'll pay a small portion of a consultation (but you'll still have to pay a large excess ~£100), and then they'll find arbitrary reasons to not cover the actual treatment. They'll also make the whole process unclear and unnecessarily complicated. It's quicker, cheaper and more effective to just use the NHS.
PLEASE take my advice; save your money or choose a different private health insurance provider.”
“Over priced when taken in comparison with others. Lots of little perks that should you take advantage of them all probably make a bit of a difference, but for the most part it hasn’t been my experience.”
“I have never experienced anything similar with a company before.
When I joined, the customer service was lovely and helpful. A couple of months later, I had an issue with my back and my doctor prescribed Osteopath sessions.
Vitality asked for more than the prescription and I had to pay £50 for my doctor to give a lot of details regarding my condition. Still, it wasn't enough and I have been asked for more. I got in touch with the CS team and asked what exact information they would need to make sure that if I had to pay again, they would have everything they needed this time. They said they will send me an email.. I never received it... I called again, the same scenario. I called a 3rd time, the agent said he will call me the same day. Never heard back. I sent emails and even whatsapp.
I work in Customer service so I alwasy make sure to be polite and have definitely not done anything that could justify this.
I got Vitality through my company so I spoke to HR. HR emailed them twice and never heard back.
I do not understand how a company can literally ignore their customers without a care in the world.
I really wouldnt recommend them to anyone.
And of course, I cancelled. Then a couple of weeks later received a call from them to try and retain me.
Terrible experience.”
“I am covered by Vitality through my work and contacted them earlier this year regarding some health issues that I would have to wait months for via the NHS, and asked if they could recommend a specialist or help with cover if I did have to go private.
They suggested some consultants for me to visit and assured me that my initial visit would be covered by my claim, so I accepted visiting one of these consultants.
My visit lasted no longer than 15 minutes and they couldn't really help, and I've ended up being charged over £150 for this. It's my excess, Vitality have said.
Not happy that I've been charged to see someone who has done less than my GP.
I won't be claiming via Vitality in future and will be asking my company if they can sign me up to another health insurance company.”
“Stay away from them - everything is misleading and takes 10x the time it should take. You are told about all these wonderful things by sales on the phone but when it comes to starting a claim, managing your care or even just getting in contact, it is designed in a way where it is as complicated and frustrating as possible. I was told it took about 5 working days for a claim to be processed and someone would get in touch for next steps - it's a lie. 2 weeks and I have heard nothing, and each day when I am on the phone for an hour trying to get some information from another advisor, I am told something different. Seems like they are in no rush to organise the claim in any time - avoid these guys.”
“Vitality Car Insurance
I have VitalityLife Essentials Plan with Vitality and my car insurance was due to renew. I thought I would see what the premium would be through Vitality Car, just to get a comparison price. I entered the renewal date starting at the 1st of the month rather than the 3rd. On our renewal date we decided last minute after shopping around to go with the Vitality plan but when I tried to buy it the quote had expired. Fair enough, so I went through the quote process again and was surprised to find the quote had increased by nearly 20%, this is 2 days after the quote expired. I tried adjusting the excess but it didn't make that much difference. I tried to call but no one there on a Sunday so I made the decision to go with the high price with a view to sorting it out the next day calling Vitality. Vitality said quotes change and nothing they can do and they could not even provide a reasonable explaination of why it went up so much.
This does not give me any confidence Vitality would provide good car insurance premiums for the future with prices varying so much in such a short space of time and that two people with the same car having paid massively different prices for the same cover but 2 days apart. And they are not open on a Sunday to answer any enquiries.
I therefore don't have any reason to keep any of my insurance policies with Vitality.”
“This company is a scam. I never signed up for their services, but for some reason they signed me up. A true nightmare. Contacting them is just a waste of time. It is an ordeal. I wonder what the regulators are doing!”
