“Terrible customer service, an unbelievably complicated app and website, they put barriers up at every part of the process, very difficult to find anything - any questions and you’re through to a frustrating bot. Don’t give them your money.”
“Absolutely gutted after paying a monthly fee for 11 1/2 months. At q2 months I was able to get a consultation for weightloss surgery at 25% of total cost. This was from the 26th October onwards.. only to be told that the new terms were if you had taken out your policy after 1st October then you had to wait 3 years! Absolute joke. You are messing with people's lives here.”
“This is truly a insurance money collector company. Not to worry about your conditions or medical help needed for the individual who is paying the premium in hope of getting help when needed but sorry this company does not care about. they will give your freebees as itsu meals where you buy means to get your free meals. Also thye Azon memberhsip program has been discountinues.”
“Having a serious diagnosis 20 months ago I was entitled to a retreat at Champneys. Last year I was put on the list and a date agreed for this Nov due to a long waiting list. They have sent me out an itinerary email which they have now said I’m not entitled to as I’ve had to stop work and am therefore not on the plan. I don’t see why, as it wasn’t my fault there is such a long waiting list at the time!!! I don’t want to go now anyway but they are being obtuse in their response!! Typical insurance company ; buyer beware!!!”
“Vitality tech is a disaster. They will put your premium up if you do not record sufficient activity... however, their tech is so terribly unreliable that you'll be regularly submitting screenshots to get Vitality to manually register activity, as it will routinely fail to sync/register activity. Trying to resolve it by seeking support on the website/app is a frustrating cycle of broken links, buttons that don't work, and repeatedly having to log in. The customer support channels are dreadful too. It all makes for an appalling customer experience, and I wish I'd never joined them”
“Shocking try claiming u will see.need operation I qualified for as I have no pre existing medical history.its for gall bladder removal.they are very very good at not paying up that's why they make millions.big fat con avoid like the plague.no matter how many bad reviews it makes no difference there still making millions and still laughing at people who need life changing operations.truly shocking from start to finish.infact you will need to make a mental health claim after u deal with this lot.photo underneath proves no medical history associated with gall bladder.propper conmen.”
“Over the years, I've had a mixed bag of experience with Vitality. They covered all of my partner's cancer treatment a few years back, but I since changed jobs and I have the cover again since last summer, I'm not able to get anywhere with them. Fine with GP vid.-appointments, but that's about it. I couldn't get an appointment with NHS for a week, so I reached out to Vitality, hoping I could get a referral or a blood test, but the GP said I need to go back to NHS as he couldn't refer me for anything although minor diagnostics seem to be covered by my insurance. What's the point of having private health care then?!”
“The most annoying and stressful gamification of insurance you could imagine. I never engage with their app so year after year it fails to sync all my 'activity points' properly. They dont bother to tell me. At the end of each year you are 'rewarded' by either a small or larger price increase (for the SAME life cover ... eh???) and it's presented as a GOOD thing. This is a company created & run by children for idiots.”
“Terrible, just terrible. Quite a lot of companies use Vitality as their insurance and honestly I am wondering why since it has been an awful experience so far. I am currently 2 months in for my optical claim which I have to keep nudging them every week about as they do not respond at all. My ticket has been marked as urgent but it's been weeks already.”
“I couldn’t disagree more with the negative comments. Having had treatment for breast cancer all contacts have been positive and timely and I have had a designated support person all through. Taking the policy out several years ago was one of the best decision I have ever made.”
“I had a terrible service from vitality. Start to finish. Took them 5 months to say no to a condition that wasn’t pre existing!! Quicker to go via NHS and they don’t say no… Put a review on 3 weeks ago, they asked for my details to ‘reach out to me’ see what they could do. I passed those details on and ‘oh I’m still waiting’ there’s a surprise. Whatever you want you’ll be chasing them and they lost important information for us!”
“I discovered a lump on my nose and following an online consultation with a vitality GP I received a form for my GP to complete, confirming this wasn’t a pre-existing condition. My GP charges a £35 fee and has a 12 month backlog for completing these kind of forms. When I contacted Vitality this was dismissed as being in the, ‘terms and conditions’ I signed up to. Complete waste of money. I am having to go through NHS anyway. If my nose lump is assessed as benign I will definitely be changing insurer.
I should also add that Vitality could easily request my medical notes to confirm that this is not a pre-existing condition. When I spoke with their telephone operative she advised me they often get these forms back from GPs incomplete or even blank. This to me seems like a cynical tactic to prevent people making a claim.”
“If I could score them 0 I would. Absolute joke of a company, put in a claim with backing documents to still be emailed with the wrong details. Concerning when all they need has been sent to them in black and white. You spend hours on the phone to constantly be cut off for no reason, mis-information given back to you, the GP service is great but anything that has been referred is a joke! You pay in for years but God help you if you need to claim. Save your money and go elsewhere.”
“So complicated to get even small prescription claim. You have to spend days of your time for to clam even a £10. Support centre are not easy to get through either.”
“Been waiting for more than 2 hours (so far) to speak to someone in the call centre regarding my upcoming policy renewal, but VM says ' our staff are currently in a team meeting and our lines are therefore closed', then it just hangs up. What kind of customer care is that? How can the whole team be busy in the middle of a working day for more than 2 hours? And this is not the first time it's happened. Absolute waste of my time.”
“I was on sick leave last January and missed payments of three months and I beg them not to cancelled my two insurances but they don't care. They didn't refund the money as they said according to their policy. This is the second times I re join. I will say look for a better insurance company. I will not recommend this company.”
“Slow and difficult customer service. For all their boasts about being a top insurance company, they never admit fault when their systems don't work properly, are very difficult to get hold of to genuinely sort problems out, and their "rewards" system often breaks with customer service gaslighting you rather than helping as the different departments don't appear to talk to each other. We missed out on significant savings due to apple health not talking to the app properly and the response was "well you should have known" despite nothing being said about this apparently I own error. We have also paid for a reward that was meant to be dispatched in 7-14 days be we are still awaiting dispatch nearly a month later. Again, Vitality blamed us and denied the error that I highlighted in a system that they denied even existed until I showed them. As you can see in the response below, there is a complete disinterest in genuinely supporting their customers, with the response in question just dismissing any of the concerns listed.
"Good morning, Matt. Thank you very much for taking the time to leave us a review. I am disappointed to learn of your comments as this is most certainly not how we want any of our members to be left feeling, I can see from our records that we have investigated your issue following contact with ourselves and have issued a response with our findings. I hope this response offers some clarity for you, along with the relevant information you may need should you have any further queries. - Lisa"”
“I found them administratively incompetent. Their hub is useless. No consistency of personnel. They make mistakes all the time over career and treatment. They take no notice of feedback. Pitiful.”
