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Nick Wells

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Review of the Vitality, Health Insurance:

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SEVEN MONTHS WAIT TO TREAT A CHILD

We have (soon to be had) cover for our whole family. Challenge 1: I had a consultation through vitality, paid my excess which was the whole price of the consultation. Vitality didn’t cover the hospital booking fee or the follow up tests. Tried to use their online system which is constantly updated so everything changes constantly. Called to get authorisation, they apologise it doesn’t work online and all follow ups from the consultation is covered. DO NOT BELIEVE THEM. YOU MUST REGISTER IT THROUGH THE ONLINE SYSTEM AS SIX MONTH AFTER GETTING TREATMENT, they have just told me they won’t cover it as it wasn’t authorised in writing. Challenge 2: we requested an online GP consultation for my three year old son. Happened immediately. Brilliant. Recommended physiotherapy. Great. Tried to request online. Nothing available so request a call back. That came a week later… referred to a third party provider of paediatric physiotherapists. Week later had a consultation with them, ran through the symptoms AGAIN, and finished the call with ‘someone will get back to you about an appointment…’ what was this call for? Immediately called me back and asked to reconfirm my son’s DOB. “Oh sorry, we only cover children over ten years. You need to go back to vitality.” Another two weeks to get a call back. More apologies. We will refer you to our CONCIERGE TEAM! Finally I thought. Real people to help! They called me a week later - we don’t have any paediatric physios in your area (London). Will check other options. Two weeks later they call me again. We still don’t have any paediatric physios in your area. I’ll happily travel - where else do you have them? I don’t know. SEVEN MONTHS LATER - I’ve written to every complaint system and portal on their website. Finally, I get an email with a £25 offer of compensation… MY SON COULD BARELY WALK!!! He’s now four btw… We get a call, out of the blue. Hi, I am trying to get some physiotherapy for your son. Can you send me a copy of the GP referral? Are you kidding? It was a vitality GP! Sorry, I still need your NHS GP to fill it out. I ask my GP. He hasn’t diagnosed my son (there was a month wait for non-essentials at the time but it would have been much quicker on the NHS)! He can’t write the letter and it’s still a months wait. I request another call back. That comes a week later. I run through it all and they simply say we need the referral letter from the GP. THANKS FOR NOTHING! Fyi, I found a physio and paid for him to go. In short, DO NOT WASTE YOUR MONEY. STICK WITH THE NHS AND PAY FOR YOUR OWN PRIVATE EXTRA TREATMENT!! Awful treatment of customers. Will not be back Reviewed on: 19th May 2023

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