“I had to make a claim & the whole process was seamless. Was seen virtually via a GP, referred & in to hospital within 4 weeks. Had to wait a bit to have my call answered, but when I did, have received a brilliant service. Was also impressed at how many things I get being a customer - even when not making a claim. Overall, wouldn’t want to go anywhere else.”
“Terrible, >30 minutes on hold waiting for someone to answer. Only to then find out that they need further details why I need the treatment recommended by a private physicians I funded MYSELF due to the ridiculously long waiting times on the phone to get through to anyone.
They then questioned why my NHS GP didn't treat me instead! I head to read out the entire letter from my consultant and essentially divulge all my medical information over the phone.
I pay for the highest level of cover & expect to be treated with some sort of respect.
I am waiting for Vitality to come back to me to decide if they can cover the treatment recommended but I won't hold my breath.”
“Every positive review are from people who signed up… really struggle to find a positive review from someone who claims… says it all I think!!!! It’s a really poor offering they have. Keep looking there are better others!!!!”
“Everything wrong with them... this is a massive case of over promise and under delivering... I was skeptical but thought I would give the benefit of the doubt... wish I hadnt. Tomorrow BUPA for me and I would pay double if I had to!!!!! I think they forget they are a medical insurer...”
“In my experience of having been with Vitality for four years, I am beginning to think that it is a company that is not concerned with the interests of its members. It is a classic example of style over substance using an expensive Ad agency and celebs to sucker people in for a truly awful service. It is so difficult and lengthy to start a claim that you just just give up, get over whatever it is or I imagine end up in hospital. They never answer emails and never honour callbacks. I cannot understand how they are able to trade in this way. If you have developed any condition while a member then you are in a very unfortunate position. This is a gimmick company designed to get you half price at already overpriced shoe shops and gyms, not much else. There are much better alternatives out there.”
“From the very first claim to the end, Vitality had all sorts of problems that we never experienced with BUPA.
They turned down my first claim forgetting that my cover was taken as continued cover. Thus did a 180 when proven wrong.
Then specialist name after specialist name that they provided was of no use, until eventually I found one myself, which was later confirmed to be on their list.
The next claim was refused even though it was a separate acute problem, they claimed was part of a chronic issue. This was utterly false, as we are both nurses have a grasp of what is and isn't related.
They offer a video GP which while good in of itself, however is utterly useless for progressing claims. As the claim form has to be sent to your regular GP, who you may not have spoken to, as you used Vitality's own service. Their GP service does not link up with your claim service, thus useless.
The medical underwriters are a joke, taking anywhere from 5 to 8 weeks to respond to anything.
I completed a customer survey in Mid-August and a compliant manager phoned to discuss my comments, promising to look into the issues I raised. It is now mid-December and I am yet to receive a response.
Ignore the silly points and money off rubbish, as a medical insurance provider they are very poor. It is the worst thing that we ever did leaving BUPA. Speak to anyone in private healthcare they will tell you BUPA pay them in a timely manner, the same cannot be said of Vitality.
Overall- a terrible experience from Start to Finish.
Avoid them at all costs.”
“They don’t answer emails, or answer the phone.
As they can’t be contacted to approve a claim, they actually delay you getting medical treatment.
What is the point paying for private health cover with them?
With such dreadful customer service, Vitality really are not fit for purpose.
If there had been a zero star option with this review, that is what they would have got from me.”
“Claim process is lengthy and horrible
7 months - still waiting for a decision on my serious illness claim after a cancer diagnosis. Where are they when you need them the most in this difficult time of your life? That was what you paid the premiums for monthly without fail! Thinking that the payout would cover your expenses, but nothing. Even with a valid claim, my expectations for this insurance company were all wrong. Still waiting very, very upset and frustrated, depressed and could not even sleep at night.
If anyone is giving a 5 star review, wait until you claim. I would not recommend this company to my family and friends. I do not want them to experience the pain I am going through right now.”
“I WOULD GIVE NO STARS IF THIS WAS AN OPTION- DO NOT TAKE OUT LIFE INSURANCE WITH THIS COMPANY - My dad passed away and this company are doing everything possible to avoid paying a relatively straight forward claim. I now have to get solicitors and the financial ombudsman involved. They are great and helpful when getting you signed up but this is exactly the opposite when you need to make a claim. My dad trusted this company and they have let him down - if you want to protect your family by taking out life insurance then do not get involved with this company - your family deserve better than the complete incompetency of this company.”
“If they had Zero Stars, I would have chosen this to accurately reflect the customer service quality at Vitality Health. Months on end with horrendous wait times to access care, spending hours on the phone, only to get bounced between departments - Dissapointed to say the least.”
“Customer service is awful with ridiculous wait times that prevent you accessing care. No option to ask for a callback which would at least save you having to sit and listen to the same loop of muzak until it breaks your will and you give up.
Any company that actually gave two hoots about their customers beyond gobbling their money would employ enough staff to provide a service.”
“WARNING ⛔️ ! DO NOT USE VITALITY !
This review started Sept 3rd: Looking at the reviews who have given high stars, I see the reviewers haven’t had to deal with a “medical” claim as yet & it’s basically just saying thanks to the sales person for taking their money in the hope they’ve gone with the correct health insurance company. Yes, the sales person WAS very helpful as they want you to sign up to their big con.
I had to call to complain about how I’m still injured & need to see a specialist ASAP. The wait time was 55 minutes(!!), so even though you’re paying for a premium service you have to wait nearly an hour & when you get through the “rep” hangs up on the call. I’ve sent 5 emails with absolutely zero responses. They have all the details from my GP, which I’m starting to think is just a stalling tactic (to lengthen your claim out they ask your GP to supply medical history), so they can keep taking your monthly DD & I've heard nothing back in 4 (yes 4!) weeks. I’ve paid out over £600 in monthly fees & had to pay my GP £47 (Vitality refuse to refund this) to send medical history & I’ve had completely nothing in return. They should be ashamed of themselves, as there must be other members out there too that need medical help ASAP, which is the whole reason why Vitality exist isn’t it - or is this just a modern day con with their sales staff simply trying to hit targets with new members & different products ? Perhaps they just run Vitality Health Insurance like they do their gym business, hoping we’ll be that group that doesn’t use their membership ? I suspect the lines are so busy with members wishing to cancel their membership.
04.10.21 - over an hour waiting times on calls & zero response to emails. I just tested the lines to the sales reps for new membership enquirers & you can immediately get through (they state they can't help with any claims & the line is only for new members) ! So, obviously just interested in new members rather than health care. UNACCEPTABLE.
5.10.21 STILL HEARD NOTHING - so there's your proof - they can't even get back to a paying member in need of medical assistance within 24hrs. Also their top sales guy "Rik Singh" gets lots of shout outs. Well done Rik for hitting sales targets (you obviously have no conscience) ! There is not one review about how efficient they have been with an actual medical condition. I would love to be proven wrong here, so come on Vitality & help your members out !
4.20pm update: FINALLY got a call back, although still disheartening because it was only due to this feedback that I got the call. Will document how long this takes, as it's important for people to get a clear picture of how long a serious medical claim will take (as there aren't any reviews on here about a medical claim).
3.11.21
It's been another month now (2 months in total) - within this time I’ve managed to have a consultation/MRI (knee) & follow up appointment, so these are just naturally the motions you have to go through before diagnosis. If you take into account that an MRI (knee) costs £300 (very max) & two consultations cost £200 (max), then it certainly (at this stage) doesn't warrant a monthly payment plan to Vitality, as would have been easier (+ far less hassle) to have just paid without any insurance, with lots of cash to spare (at least £600) based on a yearly subscription. I definitely can’t recommend Vitality based on this genuine experience.
Also, I must mention that I received a letter from Vitality saying that now I’m having consultations that my premiums may be increased !! So, if you have a genuine health issue, they’ll just keep increasing your payments to make sure they keep making extra profits ! Speechless.
So(!), the big question is do Vitality put any blocks up now to the "proper" treatment that I need for the knee injury? I've now put the request in, so will update on the outcome (fingers crossed/again). You’d think that at this stage it would be immediate, but it’s obviously not that important to them & yet again, I’m doing all the chasing to get this sorted out. It’s taken nearly 2 months to get to this stage. I signed up to private healthcare thinking it would take two weeks after all the sales rep promises.
4.11.21
DO NOT USE THIS COMPANY ! Just had a call (I was doing all the chasing again) saying that the injection I need for my knee isn't covered, so there you go !!! Absolute proof this company doesn't help anyone that has a genuine medical issue & they bail out at the 1st sign of having to pay for genuine medical help.
ABSOLUTELY DISGUSTED. DD will be cancelled & will be seeking legal advice, contacting Watchdog & the Ombudsmen. They can't go on conning people like this.
GO ELSEWHERE FOR YOUR HEALTH INSURANCE !!
I CANNOT STRESS ENOUGH HOW BAD THEY ARE !!”
“This company is a scam. They do not cover you for 95% of what goes on.
I tried for 7 days to get through to customer service for an appointment. I had to go through 3 different numbers, a web chat and email. Calls requested were not returned and nobody seems to want to help or know anything about what you query. I was cut off after 15 minutes on multiple calls.
Told that they don’t cover you in most cases, not just preexisting comditions. If you have ever experienced a symptom, you won’t be covered. Trouble is, if you have ever had a stomach pain or headache for whatever reason, you’re not covered because it was before your plan.
The app for rewards doesn’t work and you have to continually ask for them to manually upload steps you do.
Do not go with this company.”
“I am absolutely dumbfounded that it has come to me leaving Vitality due to the poor service in failing to find a resolution for my issue after nearly 4 months. In addition, I found communication shockingly bad, with very poor and incompetent replies very frequently. This resulted in the need to repeatedly send the same information.
I was with Vitality health insurance since 2015, so it was very disappointing for them to have failed me so much that the only option was to leave.
It was somewhat ironic that a "health" insurance's company's behaviour affected my mental health so much with the amount of stress and anxiety in dealing with them. Very sad and disappointing”
“Very disappointed
I am absolutely disgusted and disappointed that it has come to me leaving Vitality due to the poor service in failing to find a resolution for my issue after nearly 4 months. In addition, I found communication shockingly bad, with very poor and incompetent replies very frequently. This resulted in the need to repeatedly send the same information.
I was with Vitality health insurance since 2015, so it was very disappointing for them to have failed me so much that the only option was to leave.
It was somewhat ironic that a "health" insurance's company's behaviour affected my mental health so much with the amount of stress and anxiety in dealing with them. Very sad and disappointing”
“I’ve just stopped my health and life insurance direct debits with these shysters. I am due a colonoscopy, and trying to get it covered has proved impossible, despite countless emails, texts, and being kept on hold.”
