“I ordered an item mid may which should arrive the 5th of june. At the end of june I asked where my item was and got no answer. Yesterday I asked again where my item was and if it had been sent, still no answer!
People don't buy here!!!”
“I genuinely think this insurance company is selling policies to customers and already knowing they wont pay a dime .
If you care for your family and want a true life insurance coverage please don’t take out a policy with this company. They are slow , make you feel bad on the phone and call you a fraudster when you make a claim .
Be smart and compare and check reviews.
Vitality is bad bad bad !!”
“I recently suffered a stroke. Vitality are dragging their heals going backwards and forwards to my doctors asking for more reports I think they are trying to find a reason not to pay out.
They say ‘ we are here for you’ it’s empty rhetoric
I am going to make a complaint to the insurance ombudsman as I didn’t sign up for the insurance cover to be messed around. What’s the point of. A policy like this if it doesn’t provide cover in the event that you suffer a serious health condition.”
“I'm writing this review to warn others about Vitality Life's shocking treatment of genuine claims. What happened to us demonstrates how insurance companies can leave you in the lurch when you're already dealing with a serious health crisis.
My partner and I took out joint life and critical illness cover with Vitality in March 2023. Shortly after, I was diagnosed with multiple sclerosis and submitted a claim. This should have been straightforward - MS is clearly covered under critical illness policies.
Instead of supporting us during an incredibly difficult time, Vitality:
-Took 9 months to assess the claim
-Declined it, claiming "careless misrepresentation"
-Argued I should have disclosed eye pain from December 2022 (3 months before the policy)
-This is despite having NO formal diagnosis until after the policy started
Vitality's argument was that "eye pain" equals "blurred or double vision" on their application form. Even though:
-I answered honestly based on my understanding at the time
-I had no formal diagnosis when I applied
-My GP confirmed no optic neuritis diagnosis before the policy commenced
After dragging us through months of stress whilst dealing with MS:
-Offered a "revised" policy excluding MS (the very condition I need coverage for)
-No refund of premiums despite their misleading application process
-2 years worth of premiums kept by Vitality for coverage I apparently "wasn't entitled to"
This isn't about fraud or deliberate deception. This is about:
-Ambiguous application questions designed to create loopholes
-Aggressive claim investigation looking for any excuse to decline
-Leaving customers distressed when they're already dealing with serious illness
-Taking premiums for coverage they never intended to honour
The Financial Ombudsman agreed Vitality could decline the claim on a technicality, whilst acknowledging I genuinely thought I'd answered correctly. This shows how the system is stacked against consumers.
Vitality took our money, declined our claim on a technicality, and offered us "revised" coverage that excludes the very condition we need protection from.
When you're paying for insurance, you expect protection when the worst happens. Instead, Vitality treated us like mud and left us with nothing but both er during an already stressful time.
Avoid. They are not on the consumer's side.”
“Appalling customer service. Over 25 years of loyalty and a regular 30 - 40% hike in premiums every year. If you are sick, do not go anywhere near Vitality! They do not want to keep anyone who is ill !”
“I joint vitality health plan with my work at the beginning of this month, short summary: I have a twin brother who has same initials , same DOB, but different home address he has private Life Plan with Vitality , Vitality thought we are the same people and linked my health plan to his account, at the moment I don't have an account, Vitality support team advised it will take about 1 month to fix as the system thinks we are one person and not 2 different persons.
Till no resolution and we both have not even been offered any sort of Compensation,”
“My dad passed aged 86 in August of cancer, its taken Vitality until the 11th of June to send an email saying theyve approved the claim on his policy (Only a low 5 figure sum) and that payment will be made basically by the end of June. If your family were struggling, could they wait this long for a payment from your loved ones estate that they have paid faithfully to protect you with every month, every year? Just saying ....”
“Changes to rewards scheme are terrible!
Do you know what I liked about your rewards? I knew what I had to do to get something. That was the whole motivational point of it, it worked really really well. Really well. It was great to be honest and stood you apart from others.
But what have you done???? you’ve ruined it. You no longer have a USP with that at least for me. I am all for change when it’s better, but this is a terrible change. I now don’t know if I will win. There is no motivation to do more because you’re stupid childish game then decides whether I win or not. It’s like you’ve ripped the heart out of a really good idea, and turned it into a gamble / game of chance whatever you want to call it. How does that motivate people? Do you really think your target audience want this? It’s like we’re kids to you now.
You shouldn’t be encouraging your base to gamble or play chance games, you should be motivating them to do more to keep fit. You used to do this, now you don’t. I for one can’t stand what you’ve done, you’re change is actually making me look around for alternative companies as this really good unique motivational app which was the reason why I stayed with you, has gone. It’s a total disaster and stop doubling down on it. When are you going to realise, what you have done with it is the biggest downgrade I’ve seen from a company in a long time.
You’ve changed something great to something awful. You stopped me from knowing where I am or what I need to push myself to do to win. You’ve started treating me like I’m 8 or 9. You’ve taking away the whole motivation that your rewards scheme was. And for what? For something you think is trendy and will engage people? You had people engaged. What you have now is people not knowing what they need to do, uncertainty, frustration, feeling like we’re forced to do something we don’t want to do.
You might not realise just how much you are hurting your base with this change. You might think you know better.”
“Their new reward system is a scam. They are marketing it us supercharged and more rewards than ever but it is the opposite. It is funny how stupid they believe their customers are. And it doesn't matter anymore how much exercise you do to get the rewards, it is based on luck. Not being rewarded the more you move kind of negates the whole selling point of the insurance.”
“I have taken a life insurance policy out over the past few days and registered for the ap but unable to access it at all It just keeps saying 'technical difficulties'”
“Since the change of rewards system all the rewards are down to luck. No incentive to stay with Vitality. Will be switching next year to new provider.”
“Terrible. Rewards gotten worse and worse since I joined more than a decade ago. I will leave after this year, and get cheaper life insurance elsewhere.”
“Over 3 months since my wife tried ti make a claim for treatment. Constant back and forth asking for more information from the GP. Even the GP has had enough and has verbally told us there is no more info to give. It’s a very recognisable condition that is not pre-existing (the GP has also put this in writing to Vitality). Vitality seem to be deliberately delaying in the hope that we go away. Unfortunately my wife has had to go private at her own expense due to the amount of time that has passed and the pain she is in. Easily the worst service we have experienced.”
“I have just had a bad experience with Vitality UK while using their Care Hub app and talking to a customer service representative about a claim, both were very unhelpful and unreliable. I won't be paying to use Vitality UK ever again as it's a waste of time and money.”
“They rely on the app to make appointments and it is extremely temperamental. Pay the bit extra and use a different private healthcare provider, don't go through the same punishment as me. I've literally had their GP try to video call me twice and after pressing accept, the call just failed. COWBOYS!”
“They sent me to a consultant or gave me options of whom to see, then the consultant advised a treatment, and they refused, typical insurance company, why send me to a consultant and then refuse the treatment
Insurance is like a religion, you pay, but you don't know if its going to pay out, a terrible company”
“So far I have tried to use them twice and have been very disappointed. They behave like an insurance company not a health insurance provider. There are barriers to accessing healthcare and they seem to try to avoid allowing your treatments as much as possible. Every interaction has been long winded and difficult. Year with either BUPA AXA AVIVA always feeling safe and supported but now I am shocked by this as a service and feel I may as well not have this policy at all.”
