“Having moved from other provider to vitality I got excited about it looking at all the benefits etc.
Only to then start using the service.
Wow the service is so bad it’s unreal. I’m confident that by the time I get a response back from vitality that they will pay for my pyhsio I probably would have gotten my arm back to full health having paid all the money myself.
If anyone is considering vitality as a health insurance choice do not even consider it.
It’s been over a month now and I’m still waiting despite even filing a complaint.
Absolutely bloody totally utterly useless company. You will be treated to hours of waiting on hold as well.
Highly unprofessional company, no customer service, they will just focus on doing everything they can not to pay for your treatment.
Cigna was incredible company and gutted they left the UK.”
“Vitality car insurance
This is a review for their car insurance. I would not trust them with my car insurance, it also makes me a little distrusting of my life insurance with them. In short, these company does not seem very honest, competent or reliable.
I got car insurance with them a few weeks ago, and just 2 days before the policy starting I had to call them as I made a little error in one of the drivers DofB. I was informed at that point that my policy was immediately cancelled as their underwriters had change their t&cs after I took the insurance and they no longer covered Porsche cars. I explained that with only 2 days of insurance they put me in an urgent position to find an alternative insurer and that it was going to be considerably more expensive (we all know that insurance is cheaper if arranged 3-4 weeks before the renewal date, as I did when i got the Vitality policy). I requested, therefore, some compensation. The lady had the nerve to tell me they were already waving the cancellation fee!! They were cancelling my policy themselves and they wanted to charge me for their cancellation??? They have the courage to charge you £70 (I think is what the lady said they were "waving")if you change your mind, yet they can cancel with immediate effect whenever they feel like (luckily I still have 2 days remaining with my current insurer, otherwise I would be immediately uninsured).
As it often happens with some of these big companies, it was like talking to a wall, always receiving scripted answers. I am happy I am not insured with Vitality any longer, you want competent honest people in charge when you do need advice for an emergency or accident. You never know, though, until something happens how the insurers will behave, but in my almost 30 years of driving I have never found somebody as cheeky and lacking on interest or care for their customers as Vitality car insurance showed today.”
“I've been trying to get Physio for a shoulder injury for 2 weeks. They say they will call me back and they don't. I call again, the phone hangs up. I call back and finally get through to someone, they put me through to someone else. I get a hold of someone and they say i need to speak to a Vitality GP to get a referral. I ask to speak to someone, they say i have to download the Vitality GP app. I try to download the vitality GP app and I can't download it in my country.
Going to pay out of pocket for Physio services that are supposed to be covered.
Don't use Vitality.”
“This company markets their business well and looks and sounds great on its website, TV and sales advisors.
However, I have not been able to access my account for months, and no one can tell me why, it is very difficult to get through to and advisor and when you can they have no answers, no communication via email or text either.
I have my car insurance with them too which I cannot access either.
I was looking to take out life cover with them as on the face of it I liked the "modern" approach and "perks" of the company but I will be cancelling our business policy and car policy as soon as I have another in place and this time we will be going for the no frills trusted and traditional cover.
It should be be a great business but its shocking !
PLEASE AVOID ! and do not waste your time or money on this business.”
“Only gave it one star as there was no zero star option. These people would wriggle out of anything. They will avoid payment at all costs, go elsewhere of self-insure.”
“Very disappointed, Being with them since 2014, recently started a claim with them and boy, if you are unwell or even if you were well, speaking to them for a claim is such a soul-destroying experience. Most of their customer services genuinely do not care, copying and pasting the basic standard general answers were quite repetitively seen.”
“Looking at what's on my membership plan, you just have to say wow! What a package.. then reality strikes, you try to use their services, your benefits. Book an online appointment with a GP... the quickest appointment is a couple of days from now, so no benefit over NHS. Book a face to face... well only if you are in London or surrounding area. Try to make use of their hospital benefit to get transferred to a Vitality room or hospital, fill in a claim form and wait 5+ working days... by which time you are most likely out of hospital. We'll cover 100% of your dental costs... no they will cover 100% of the time at 20% of the costs. The list goes on. The website is confusing to use (intentionally so), the auto attend when you call in is even worse. It steers you away from asking for help. I suspect if you have a long term predictable condition and are patient you will get some benefit... but remember, they won't cover that pre-existing long term condition for a couple of years. So the only way to benefit out of this is if you develop a long term condition after joining them and persistence. You might get something out of it.
You call them for help, go from department to department, then eventually... we are putting you through to another department but I will also schedule a call back in case you are disconnected: It's a long wait time. How long will it take for them to call you back... a couple of days. There is no urgency, no help. Their promises are carefully worded so that you can't make use of it.”
“Umbrella until it begins to rain. First time my wife tried to use the policy for a potentially cancerous diagnosis scan she was told she would have to wait for the results of her NHS scan which was scheduled 10 weeks later. When this was raised with Vitality their response was:
"we do not support with primary care referrals. Being referred for a scan that is not under the care of a consultant falls under the primary care bracket, following that scan if there is anything that the GP wishes to refer you then from that moment it is then secondary care where we can then look to support you from"”
“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”!
,”
“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.”
