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21st June 2019
Perfect when needed
Just gave them a call , got immediate appointments for tests. Efficient and caring,
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29th May 2019
Disappointed
VERY DISAPPOINTING!!! I have never written badly about any service or company online previously, however, I am currently so disappointed with Vitality’s service that I feel compelled to do so now and to warn others. I have so far been to see all the c...
Read moreVERY DISAPPOINTING!!! I have never written badly about any service or company online previously, however, I am currently so disappointed with Vitality’s service that I feel compelled to do so now and to warn others. I have so far been to see all the consultants given to me, albeit rarely convenient or close, I have put up with the time delays in authorisation and waited patiently. However, when you think it’s all going smoothly, once again they delay, in preference of choosing a cheaper alternative, rather than a logical one further delaying my treatment and at now a serious detriment to both my health and professional livelihood. Once my current case concludes I will not be renewing my contract with them. As I say, extremely disappointed.
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22nd May 2019
Avoid - if you think you are paying for your piece of mind, think again
I would recommend to whoever is considering to avoid, I spent many thousands in premiums, signed my whole family for years & then when my baby needs to quickly see a paediatrician - they deny it putting her at risk to save themselves 150 pounds...
Read moreI would recommend to whoever is considering to avoid, I spent many thousands in premiums, signed my whole family for years & then when my baby needs to quickly see a paediatrician - they deny it putting her at risk to save themselves 150 pounds consultation cost, but they were happy to charge me over 5,000 pounds in premiums prior to that - so if you think you are paying for your piece of mind, think again, they will not cover you when you need it, better to check other companies or just save that money & use when you need to see a specialist. Plus very very poor customer support
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16th April 2019
Fancy E-mails - No Substance
Dreadful service, no follow up, very hard/impossible to speak to anyone. Constantly sending e-mails with offers and promotions that offer no real value to the so called "member", all they achieve is creating alternative revenue streams for Vitality...
Read moreDreadful service, no follow up, very hard/impossible to speak to anyone. Constantly sending e-mails with offers and promotions that offer no real value to the so called "member", all they achieve is creating alternative revenue streams for Vitality whilst acting under the pretence that they have your best interests at heart. I notice how they have purchased half of the front page of Google to prevent the ever increasing bad press being freely accessed by member of the public..
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13th April 2019
Member for 11 days too LONG !!!!
AVOID!!!!!...
Read more AVOID!!!!!
This is one terrible company. I joined 31st March 2019 and left 11 days later. Worst customer service I have ever experienced. I called Vitality to change my subscription package as this was within my ‘cooling off period’ which you think would be a simple process but No !! I was constantly fobbed off by different members of the call centre staff, passed from team to team telling me their systems are down or I can’t deal with that directly, they don’t reply to messages / emails, they kept me on hold for ages, they said “we’ll call you back tomorrow” which they never did and when I almost thought I got through to the right team/person/miracle, they cut me off. I spent a total of 145 minutes in 5 days on the phone to Vitality and in the end just gave up and cancelled.
AVOID!!!!!!!!
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19th February 2019
I found out from several sources vitality is de-registering doctors / physios
I found out from several doctors that Vitality is de-registering doctors like crazy and rejecting them from their books. There are no reasons and this is across the board. Absolutely dreadful as it means they won't pay for treatment at all.
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4th February 2019
A rip off
Dreadful. Do not use them if you can avoid it. They are constantly trying to scam me out of benefits. Their app crashes (I think it's intentional.). Yes they give you a bunch of free crap like movie tickets. But don't be fooled. They will do anything...
Read moreDreadful. Do not use them if you can avoid it. They are constantly trying to scam me out of benefits. Their app crashes (I think it's intentional.). Yes they give you a bunch of free crap like movie tickets. But don't be fooled. They will do anything to avoid paying for your healthcare. Anything. Not to be trusted. Avoid, avoid, avoid.
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9th January 2019
Appalling customer service
Patronising and cheeky call handlers. Complete nightmare to get through to the right department on the phone. Multiple key-in options, over and over and over. It's like being lost in a maze. And when you finally get to speak to a human being, you are...
Read morePatronising and cheeky call handlers. Complete nightmare to get through to the right department on the phone. Multiple key-in options, over and over and over. It's like being lost in a maze. And when you finally get to speak to a human being, you are told you are at the wrong department and transferred back to the end of another queue. Again. And again. And again. All that and they wont even part with their money. AVOID.
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5th December 2018
Never had a case of tonsillitis...
But they told me because I had my septum straightened that “it’s all connected”...as in ear nose and throat. The customer service is horrible, they are seeking just to not pay out anything- I would run for the hills, mo eh grabbing thieves!
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3rd December 2018
Gimmicky and not fit for purpose
Fabulous policy with all the freebies and gimmicky app. UNLESS you actually need to claim which I assume you really want the policy for (as I found out to my...
Read more Fabulous policy with all the freebies and gimmicky app. UNLESS you actually need to claim which I assume you really want the policy for (as I found out to my detriment).
Needed to claim for a unexpected heart problem but the completely useless and knowledgeless staff made the whole thing even more stressful. Repeatedly sending us round in circles with the wrong information. On one occasion they gave us the wrong phone number for a consultant 5 times. A complete joke at s time you need a smooth service. Don’t bother, Go with Bupa
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27th November 2018
Service is a joke, & don't pay out claims!
Be aware that Vitality will try & get out of paying any claim. Read the small print, Their customer service is awful. I have had an ongoing complaint with them for awhile, they have accepted failings in the way they have dealt with my claim & offered...
Read more Be aware that Vitality will try & get out of paying any claim. Read the small print, Their customer service is awful. I have had an ongoing complaint with them for awhile, they have accepted failings in the way they have dealt with my claim & offered me £10 in compensation. I was paying nearly £100 a month, what a Joke.
I now wish to leave them & they want to charge me £40 admin fee!!!!
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17th November 2018
Keep reducing benefits
They keep reducing benefits. Every year they your benefits. Next year, you can only get 12 cinema tickets instead of the maximum 52 you could collect last year. The gym I wanted was. It in their list. The closest one was 40 minutes away. There is...
Read moreThey keep reducing benefits. Every year they your benefits. Next year, you can only get 12 cinema tickets instead of the maximum 52 you could collect last year. The gym I wanted was. It in their list. The closest one was 40 minutes away. There is nothing extra by getting to tier levels. Awful customer service. Over priced. Avoid at all costs. Go with bupa or someone else.
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12th November 2018
Horrible
Wouldn't cover our 8 month old daughter who is on our plan to see an allergist for food allergies despite her now having 3 allergic reactions to different foods and her gp filling out her claim form. Waste of time, waste of money, fuelled by greed and...
Read moreWouldn't cover our 8 month old daughter who is on our plan to see an allergist for food allergies despite her now having 3 allergic reactions to different foods and her gp filling out her claim form. Waste of time, waste of money, fuelled by greed and regret not just paying out of pocket for the whole allergies thing than wasting a month dealing with these idiots and compromising my daughters health.
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12th November 2018
Terrible customer service and customer portal
Customer service experience was very poor... I had to use facebook messenger, and then they used the full 24hr commitment to respond to my questions, but each time only requesting just a little bit more information so they could reset the clock.. no...
Read more Customer service experience was very poor... I had to use facebook messenger, and then they used the full 24hr commitment to respond to my questions, but each time only requesting just a little bit more information so they could reset the clock.. no resolution came
A company that is all about the marketing and little on the service - the customer portal is constantly having technical issues and is extremely difficult to navigate - lacks intuition.
Cancelled our cover, but not before an overly aggressive attempt to change my mind by their cancellation team
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2nd November 2018
Dont fall for Vitality Cheap quote, they never allow your claim to see specialist.
They got good marketing which tempt you to take Vitality health...
Read more They got good marketing which tempt you to take Vitality health insurance.
but, the moment you claim, they give some 20 pages sheet to fill by yourself and also GP. they gain take weeks and week to review this.
I was with AXA for earlier for 7 years, which is too good compare to Vitality. AXA guys will not trouble with extensive documentation, they only refer to GP referral and pass the claim.
I am the real victim of Vitality, when i claimed for my son. Kids will have repeat issues and these guys will try their best to reject the claim.
i still repent now, why i left AXA. you will only value the real good insurance company when you move.
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23rd October 2018
THEY WILL NEVER REFER YOU TO A SPECIALIST
Vitality is literally THE WORST company I have interacted with in my life. THEY WILL NEVER refer you to a specialist, telling you that you need to go to a public practice first, EVEN IF YOU HAVE SYMPTOMS THAT ARE INTERFERING WITH YOUR DAY TO DAY LIFE....
Read moreVitality is literally THE WORST company I have interacted with in my life. THEY WILL NEVER refer you to a specialist, telling you that you need to go to a public practice first, EVEN IF YOU HAVE SYMPTOMS THAT ARE INTERFERING WITH YOUR DAY TO DAY LIFE. Appalling company
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4th October 2018
Absolutely Pointless Waste of Money
I have now tried to make 3 claims for 3 different operations, all of which have been refused because they "don't normally cover that" and my policy is not a basic one. I have had issues with my eyes, teeth and now my ears (I am totally deaf at the...
Read more I have now tried to make 3 claims for 3 different operations, all of which have been refused because they "don't normally cover that" and my policy is not a basic one. I have had issues with my eyes, teeth and now my ears (I am totally deaf at the moment but having an operation tomorrow to resolve). I have spent almost £10,000 in the last 3 years or so and have had to fund it all myself. I am furious at the moment, given that I've just continued to pay the premiums each year and it appears there is so little they will actually cover.
Don't move to them, there is just no point. Just trying to find an alternative.
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28th September 2018
NEVER SWITCH TO VITALITY
DON’T SWITCH TO VITALITY IF YOU HAVE ACCUMULATED NCD WITH ANOTHER INSURER. ...
Read more DON’T SWITCH TO VITALITY IF YOU HAVE ACCUMULATED NCD WITH ANOTHER INSURER.
I was with AXA for 5 years until Sept 2017. Vitality matched AXA’s policy and renewal (65% NCD) to £420. A year has passed and Vitality’s renewal came through at a staggering £684.
I made a complaint. I informed Vitality that they miscalculated my premium. According to their renewal pricing policy, my premium was due to increase by 3% not 63%. Their response was, and I quote:
“A concessionary one-off £200 write-off was applied to match your previous providers terms. The implication of this is that the write-off stands for a 12 month period, but then at renewal, without a concessionary discount applied, the premium returns to its original price to calculate the next renewal.”
Am I only one that finds that incredibly bizzare?
Here’s something from Vitality’s own website about renewals
“Q: Will I keep my no-claims discount if I switch to Vitality from another insurer?
A: You may still get an equivalent discount when you join us. You’ll need to send us your renewal quote and certificate of insurance. Then we’ll look at how many relevant claims you’ve made, and how long you’ve been insured.”
(Read the rest at: Vitality.co. uk/health-insurance/renewal-rates/)
What they don’t tell you, is that the discount will not apply the following year.
My argument to Vitality, is that if I had known this, I would never have switched. My renewal today with AXA would have been in the region of £450-£470. A like for like policy for Vitality’s £684 equivalent.
These tactics are disgusting, unethical and immoral. It’s a ploy to rob us of our hard earned money and years of NCD, in order to fill the pockets of the top level hierarchy. Vitality’s renewal policy is apparently based on what is called the ABC model, created by Vitality themselves. Here’s what Neville Koopowitz (CEO of Vitality), says on their own website about this model:
“We believe that no member should ever be surprised when they get their VitalityHealth renewal, which is why we have introduced the ABC model, a groundbreaking approach that sees the effects of age, medical inflation and wellness engagement combined to deliver a fairer, more intuitive and transparent pricing structure.”
Vitality.co. uk/media/70-percent-of-pmi-policy-holders-do-not-understand-ncd/
This ABC model should be called the CON model. And someone needs to teach Neville his 123’s, because a 3% increase does not add up to £684.
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19th September 2018
Prepare to be put through the ringer if you're signing up for this horror show of a service
Don't even deserve one star really. I'll start with the good points - free starbucks and cinema ticket every week are great. Apple Watch scheme is also a good bonus and perk, especially if you're active like myself, as you will pay either nothing or...
Read more Don't even deserve one star really. I'll start with the good points - free starbucks and cinema ticket every week are great. Apple Watch scheme is also a good bonus and perk, especially if you're active like myself, as you will pay either nothing or the bare minimum of a fiver a month for the watch. Really good freebies!
Now the downsides. Trying to make any sort of claim whatsoever. Don't waste your time. I have jumped through multiple hoops, yo-yoing backwards and forwards to my normal GP over the past 2 to 3 months for forms and documents to appease Vitality that a mole I've had for my entire life has only very recently started changing and giving me cause for concern. Finally, after all hoops were jumped through, my case was approved to be treated. Phew, amen, end of story. Except not. Two days after it being approved and booking in for an appointment with a specialist, Vitality call me to revoke the approval without discussion and without any proper explanation and an extremely unprofessional individual relaying the information. I am absolutely flabbergasted at this treatment given I had provided them with every single bit of information under the sun from my GP. Won't be wasting my time claiming a single thing ever again. Only thing to be thankful for is that this is covered by my company or I'd be demanding every single cent back of my membership. Go somewhere that actually sees it's customer's health as a priority. Vitality isn't the place for you.
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26th August 2018
They're just shit
Bad app experience...
Read more Bad app experience
Their process so time consuming and convoluted that it discourages you from using them, the NHS is actually quicker and more helpful
Poor customer service
Every single appointment you book must first be validated by a Vitality GB, I was told I didn't need acupuncture, but that's an alternative type of treatment that should be covered by my plan
All around, very unhappy with their service.
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