While the cover seems perfectly reasonable the customer journeys are completely inefficient and make little sense. I regard myself as intelligent and technically savvy individual and yet i'm constantly messaging vitality on where to access info, how the benefits work complaining about information not making sense.
- Very poor customer service experience, the call centre staff sound as if they have had any training in medical terminology and are generally unclear. Previous insurer used to by AXA PPP and the staff were always professional, discreet and knowledgable.
- Overall vitality feels cheap and don't think the perks outweigh the awful customer experience. The last thing you need when dealing with a medical claim is to be confused or treated like a number and that's exactly how Vitality make you feel.
Reviewed on: 7th September 2020
