“Poor customer service. The agents are friendly and try and help. but then the systems are updated, but this is not reflected in the online portal, which is overly complicated. So you have to call again. Long story short, after 4 weeks of trying to get support, I found out I was wrongly supported, and in fact can not be helped, so not only is my issue exacerbated my the messing around, but I'm in a worse mental and financial position. very disappointed. If you want free coffees and a apple watch great, go for it, if you want health cover I would recommend going somewhere else.”
“I'm going to pay more & Go elsewhere!
Have been with most of the major healthcare providers. I usually swap providers annually via my broker to obtain the best price.
This is the biggest insurance mistake I've ever made. So much so I will pay extra to leave mid term and I will pay extra to insure with another provider.
One that doesn't have a call centre abroad, where you struggle to get your point across, one that doesn't make it exceedingly difficult to make a claim, one that doesn't have shockingly bad reviews, one that doesn't have a high amount of reviews that mention claim denials or ombudsman referrals (see website reviews.i.o).
I do not feel like my and my partners health is in good hands for the 1st time ever in years of being a private healthcare customer. I think that says it all.”
“Whatever you do, don't book with them... Everything seems very nice at the beginning but they will do as much as they can to take your money and find excuses not to pay for your treatments.
Check other websites for reviews... You will see most of the people give them 1 star”
“Renewal automated and premium tripled. Sadly missed the letters and now being told
that despite my company policy increasing almost three fold that I’m stuck in contract till next November!
£12k policy id rather pay the cash to my staff than an insurer who has made such radical price increases in year two with them! Disgusting”
“Vitality Health moving the goalposts yet again. This has happened every single time I have engaged with Vitality to progress a claim, from first time conditions, to pre-existing conditions which are covered by the plan specifically, their customer support staff do absolutely everything to not authorise a claim. After years of being with AXA & Aviva, Vitality is by far the bottom of the barrel.
Having previously suffered with a mental health condition some years ago, the wording of the policy was changed to exclude it on renewal, however the policy was amended after to include the condition and talking therapy to ensure if it was ever required it could be used again. Surprise surprise, when trying to claim, the consultant who was previously registered, had been removed by Vitality. They confirmed if I got the consultant reinstated I could progress seeing them. After months of jumping through hoops, they are now re-registered. Surprise surprise, Vitality’s call handler can neither find the previous notes nor the amendment confirming cover even though it’s on the policy documents. They are saying claims teams don’t have accessed to what is and isn’t covered, but are the people who decline cover due to policy? I think they make up this stuff as they go along with a bonus if they can decline cover.
After providing documentation, and writing in for a Subject Access Request, suddenly they now have access to prior conversations and will cover the condition, but, not with that consultant and only via a panel of clearly cheaper consultants. So the past 4 months of getting that consultant re-registered has been totally pointless and I have been sent on a wild goose chase.
Now that cover has been re-included, they are now angling down the ‘chronic’ route to try and deny cover past the initial review. This is absolutely deplorable and desperate to deny any claim possible.
Vitality - don’t worry about responding to this saying you’re disappointed you haven’t met expectations and you’d like to discuss it further, that’s just a visual attempt to appear to other customers like you care. All you as a company care about is making money by declining cover which people are paying for.
1234507786”
“We have been paying over £75 a month for income protection and serious illness cover for 3 years.
During this time my husband was diagnosed with an incurable disease in his spine which firstly made him have to leave work, and will eventually land him in a wheelchair.
We tried to claim on our policy for firstly serious illness cover, but Vitality refused to pay out on the claim as they apparently do not recognise the disease. Despite providing all scans and documents from doctors and specialists specifying that this is life changing and incurable. Vitality do not see being wheelchair bound in your 40s as a serious problem. And when it came to having to leave work, the incredibly ignorant woman on the phone just said 'well you can do something else!'.
Secondly, while he was out of work after going through the process of asking for reasonable adjustments at work first, we tried to claim for income protection.
Income protection is sold by Vitality as a set monthly income which you receive if you are out of work for more than 3 months with a medical condition.
Again, this claim was rejected.
Each time we have submitted a claim the communication has been poor, it took three phone calls of chasing to receive the forms the second time and then it took them 3 months to even consider the claim, during this time they are collecting their extreme £75+ fee each month.
It's a con, they are rude, inconsiderate and it appears that unless you have cancer they are not interested in helping and will find a loop hole to get out of paying up.”
“Just beyond a joke, trying to make a claim and you just go round and round in circles. Blatant lies on the website. The whole company is full of holes. I have put a complaint in the FCA. Avoid!!”
“They don't cover sleep apnea.
They lead you to believe that the health insurance is comprehensive. Then, as soon as you develop an issue, they worm out of it with small print. You'd think sleep apnea would be covered (as it is with other health insurance providers).”
“If you claim for anything your premium sky rockets.
I also have been pestered with calls with renewal and everytime i say I am moving countries and no longer require insurance and ask if I need to do anything the customer service reps just rudely hung up. But I am still getting calls!!! Really awful email communications with many email written in and none back. The perks are good but I wasted my money on vitality, and should have went for Boopa”
“What's the point in having health insurance that has perks linked to daily activities when the provider can't even get their app to track accrued points through supposed partner applications.
Then they expect you, as a paying customer, to manually update all your activities because they can't get their act together and maintain a functional app.
Their contact us section of the app doesn't work either. Absolute con.”
“My Company decided to give it a go and enroll this year with Vitality, for the past 15 years we used mainly Axa ppp and other providers such Bupa. These big companies are expensive however they take the stress away in terms of approving claims or consultations. Never had problems in the past. Unfortunately for me Vitality so far only offered a poor service. As other reviewers mentioned the amount informations requested plus involving GP on obtain records only elongate the process; reason why people use Private health insurance is to actually avoid these long wait to see a GP and been referred as soon as possible.Just so you know if you ask your Gp to fill up the records forms it will take up to 4 weeks and also you have to pay a fee to your surgery. So you might be quicker booking an appointment with your Gp than fill these forms !!! The frustrating part is the fact we took the full package from vitality and covering also existing condition however at the time of the switch you must forecast if you might have present conditions that might develop into something that requires additional consultations, basically they will do everything in their power to avoid claims!! So to everyone thinking to switch to Vitality ]bear in mind that you might encounter issue when making a claim. By the way my referral was approved by Vitality online GP and still wants more informations by my Gp, Definitely no worth the stress on taking a cheaper Company which only interest is on saving money.”
“So I have been paying for 10 years and this amounts to around £28k. I have claimed last year £490 eyecare, £100 dental checkups and thats it . I have looked at this years member benefits to see how much my wife can claim for glasses and dental as it starts a new year after August 25, but its gone off the App rang and after speaking to 3 different departments they couldn't find the benefits totals anywhere, so popped me through on hold (1 hr so far) and after 20 mins cut me off. This needs to be looked into as they are basically taking money for a few discounts now hidden on the app, should be transparent in their dealings after all £28k paid out and it goes up every year. I would hate to have a real claim judging by the comments in reviews on the web they are very hit and miss so Im cancelling as of today, and if they bother to contact me to ask why then I will explain to them but I am only person a few more need to complain and walk away, very disappointed, feel cheated and personally would not advise anyone to to deal with this company!”
“Do not go with these try another provider!!! They refuse to pay out and make every excuse possible to not pay out. It’s not worth having because you’ll end up footing the bill. They are quite happy to take your money each month but don’t want to pay out on claims!! They also never respond to any calls…”
“Shockingly bad app and experience. App refuses to track even though Google fit is linked and tracking. This means I cannot get any rewards. I also tried to expense a claim through vitality and was refused. Absolute con”
“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.”
