“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.”
“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 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.”
“AWFUL.
How Neville Koopwitz can preside over a company that has a 1.3* rating is frankly a joke. Get some VOC data in your management meetings.
'Phone lines don't work for the travel team so I can't connect you' - any excuse whatsoever.”
“Dreadful company. No-one is accountable. They don’t put names on e-mails , there is no joined up service between departments. They’ve gone downhill quickly over the years I’ve used them. They try to bribe you into staying with a small discount and talk about cancer to scare you into staying.
Took ages to respond to a complaint and when they finally sent me the e mail with “complaint response attached” …. guess what ….. no attachment. So frustrating !!”
“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”
