Vitality Reviews

  Ratings based on 75 reviews       Last review 2 weeks ago    

Vitality means you don't have to claim to benefit from your insurance. We're making it cheaper and easier to live healthier by rewarding members for getting active. Smart Money People is the place for Vitality reviews. Read and write reviews to help...

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Vitality means you don't have to claim to benefit from your insurance. We're making it cheaper and easier to live healthier by rewarding members for getting active. Smart Money People is the place for Vitality reviews. Read and write reviews to help increase trust and transparency in Financial Services.

Overall Rating

Poor

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Vitality Review Insight

What are people saying in their reviews?

Features

69% of feedback is Process related

Customer profile

Top Age Profile: 45-54

Top Channel Preference: Online

Vitality Products 75

Health Insurance

Con artists

My wife has been suffering hip pain and requested consultation to investigate. Vitality have refused, claiming the condition is pre-existing. This is untrue. We have obtained a GP letter to confirm the issue is new but they still refuse to support.... Read more

My wife has been suffering hip pain and requested consultation to investigate. Vitality have refused, claiming the condition is pre-existing. This is untrue. We have obtained a GP letter to confirm the issue is new but they still refuse to support. Happy to take the premium but won't provide the service we are paying for. Totally fraudulent. Do not buy!

Reviewed on 9th September 2021
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ian britland
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Health Insurance

Joke of a company who will avoid paying out at all costs!

Do not take a policy out with this company!... Read more

Do not take a policy out with this company!
We have been paying our premiums in full and on time for years. I needed to make a claim this year to be told they won't pay me out and have cancelled our policy with no return of premiums paid!
They find any excuse to negate a claim and really should not be allowed to practise!
They are all helpful when taking out the policy but will make it impossible to claim.

Reviewed on 26th August 2021
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Natalie
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Health Insurance

Given a death sentence

Been paying these people for years, got cancer and they denied the claim... they say heavy periods two years prior was a pre existing condition, despite the gp and consultant saying it was totally unrelated and has absolutely no relatable connection... Read more

Been paying these people for years, got cancer and they denied the claim... they say heavy periods two years prior was a pre existing condition, despite the gp and consultant saying it was totally unrelated and has absolutely no relatable connection whatsoever to this form of cancer... anyway, they denied and now won’t get treatment due to covid for months. This company is vile.... I can’t stress how vile they are. They seemingly took pleasure in denying the claim, I learned later that this denial meant the claims adjuster gets a bonus, VILE


If I survive this I will be surfing these vile people.

Reviewed on 6th August 2021
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Maria
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Health Insurance

Vitality denies surgery claims

Vitality supposedly covers dental surgery but they denied my impacted wisdom-tooth claim, despite it meeting their criteria of "surgical removal of impacted teeth or partially erupted teeth" and "complicated buried... Read more

Vitality supposedly covers dental surgery but they denied my impacted wisdom-tooth claim, despite it meeting their criteria of "surgical removal of impacted teeth or partially erupted teeth" and "complicated buried roots.".
I think they are a marketing company, not an insurance company, they exist to sell you more things. Their health incentives are appealing, so you may have a fun experience -- if you never get ill.

Reviewed on 19th July 2021
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Health Insurance

Innovative product

I have never had a problem with Vitality and their product has been life-changing for me. Their healthy living programme made me consider my life choices and I am a much healthier person because of it! As well as this I have found claiming to be... Read more

I have never had a problem with Vitality and their product has been life-changing for me. Their healthy living programme made me consider my life choices and I am a much healthier person because of it! As well as this I have found claiming to be straightforward and pain-free. Would recommend!

Reviewed on 8th June 2021
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Kate
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Health Insurance

Not recommended

I find it painful dealing with this company. It is not worth the hassle.

Reviewed on 15th April 2021
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J
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Health Insurance

What I think of Vitality in 2021!!!

I am sad to have to write a review that contradicts my earlier review..for Vitality... Read more

I am sad to have to write a review that contradicts my earlier review..for Vitality Healthcare
I still feel the same with regards to the service received by Vitality however this current unprecedented year I have been totally disappointed in them as a company!!
They have absolutely NO idea what their clients needs have been..this year when things have been so uncertain with deaths to the pandemic, job losses (with many more to come!)
What has their response been??
The company have provided us with coffee vouchers for Waitrose, exercise videos and such like!!!
What have companies like AXA and BUPA done for their clients
( This I can tell you for sure as my partner is with AXA and a member of my family with BUPA)
AXA have a two month holiday on their premiums for 2019 and thereafter a further two month holiday for 2020, if this alone was not brilliant they went on to waive the excess of £500 because of covid! ( proof of all I have) BUPA too came through for there clients on premium holidays.
When challenged about this Vitality offered me £250 a day if I caught Covid....

Reviewed on 1st April 2021
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Ruby Nathan
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Health Insurance

Don't try to claim

Bad experience trying to get any treatment paid for. Back issue took 6 weeks before actually being referred to the specialist in person. Go with other insurance company.

Reviewed on 28th January 2021
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EP
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Health Insurance

Beware. Vitality does not recognize Covid as a serious illness

Beware...Vitality does not recognize Covid as a serious... Read more

Beware...Vitality does not recognize Covid as a serious illness..
I was recently been hospitalized due to Covid 19 for 16 days in Frimley Hospital. Vitality called me and said they don't recognize Covid as a serious illness thus I won't receive any help. It's 2021, thousands have died. UK went into national lockdowns and still Vitality does not recognize Covid as a serious illness and will not help you. Avoid this company as they are a joke. They will not help you in times you need help. Go and search for better insurance companies. If you get Covid you will not receive any help. I learned it the hard way.

Reviewed on 19th January 2021
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Cyrus Chavez
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Health Insurance

I am having to send bills to the patients

I am a service provider for Vitality. They send me patients to see and then do not pay the bills. As per rules and regulations of any hospital, if the Insurance company does not pay, the bill gets passed on to the patients. So the patients land up... Read more

I am a service provider for Vitality. They send me patients to see and then do not pay the bills. As per rules and regulations of any hospital, if the Insurance company does not pay, the bill gets passed on to the patients. So the patients land up paying at the end, although they are insured with Vitality. Nowadays you have a wide choice. Please do not choose Vitality. Problem is that Vitality offers very cheap deals to the employers to get all their employees covered. Please be aware, you will get the invoice through your door after you have used private healthcare.

Reviewed on 11th December 2020
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J
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Health Insurance

Poor costumer service

I tried to get a quote for health insurance from Vitality and the advisor I got connected too was extremely rude and unhelpful. I was keen to get insured with Vitality but this experience made me really sceptical now. If the treat potential costumers... Read more

I tried to get a quote for health insurance from Vitality and the advisor I got connected too was extremely rude and unhelpful. I was keen to get insured with Vitality but this experience made me really sceptical now. If the treat potential costumers like this, how do they treat existing costumers? Really disappointing..

Reviewed on 28th September 2020
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Nikoletta
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Health Insurance

Shocking

Smooth talking salesman but when you need to claim it’s like walking on glass no help when you need I

Reviewed on 19th September 2020
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P Bowmer
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Health Insurance

Poor user experience and customer service

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... Read more

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
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Gaby
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Health Insurance

Lack of customer care, poor culture

I thankfully have had no health issues requiring Vitality usage but am really frightened that if I did I will be met by the same level of lacking customer care as in all other respects - they are hopeless. During the course of many dealings on points,... Read more

I thankfully have had no health issues requiring Vitality usage but am really frightened that if I did I will be met by the same level of lacking customer care as in all other respects - they are hopeless. During the course of many dealings on points, fees, data and apps I have found the general tone to be unhelpful, not speedy, occasionally confrontational and belligerent - especially from the social media side. What oozes out is a culture that regards the customer as a burden, something to be tolerated or dismissed. I have concluded that it is all-pervasive and am considering options as I hope never to be in a position of health vulnerability with these people and this culture existing.

Reviewed on 19th August 2020
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RFK
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Health Insurance

Horrible horrible horrible

Go away from Vitality!!! They are a shame! every month paying and paying and when you really need them they do not help at all, they only give you their back. They are thieves, they don't care about the service or helping their clients at all. GO AWAY... Read more

Go away from Vitality!!! They are a shame! every month paying and paying and when you really need them they do not help at all, they only give you their back. They are thieves, they don't care about the service or helping their clients at all. GO AWAY FROM THEM!!!

Reviewed on 13th August 2020
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ALANA
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Health Insurance

Sad to have to leave this scathing review!!

I am sad to have to write a review that contradicts my earlier... Read more

I am sad to have to write a review that contradicts my earlier review..
I still feel the same with regards to the service received by Vitality however this current unprecedented year I have been totally disappointed in them as a company!!
They have absolutely NO idea what their clients needs have been..this year when things have been so uncertain with deaths to the pandemic, job losses (with many more to come!)
What has their response been??
The company have provided us with coffee vouchers for Waitrose, exercise videos and such like!!!
What have companies like AXA and BUPA done for their clients
( This I can tell you for sure as my partner is with AXA and a member of my family with BUPA)
AXA have a two month holiday on their premiums for 2019 and thereafter a further two month holiday for 2020, if this alone was not brilliant they went on to waive the excess of £500 because of covid! ( proof of all I have) BUPA too came through for there clients on premium holidays.
When challenged about this Vitality offered my £250 a day if I caught Covid....

Reviewed on 7th August 2020
Ruby Nathan's avatar
Ruby Nathan
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Health Insurance

Shocking! Dismal

I have life insurance for my wife and I, since September 2018. From the start, I have tried to show that my health and lifestyle are geared towards wellness. This was the basic premise for going Vitality over other insurers. Prove that you stay fit... Read more

I have life insurance for my wife and I, since September 2018. From the start, I have tried to show that my health and lifestyle are geared towards wellness. This was the basic premise for going Vitality over other insurers. Prove that you stay fit and healthy, then earn rewards and reduce your premiums. In reality, the system (driven by the app) fails dismally!! Not allowed to track workouts with Samsung devices. Supported device list is minimum and forces you to change your platform. Not flexible nor accommodating of customer needs! If their business model is built on the Discovery model from South Africa, then they have failed horribly. Definitely not customer centric!!

Reviewed on 8th July 2020
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Adrien Padayachee
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Health Insurance

Shocking ok taking your mothly payments

Tried to make a claim stated our consultant was not on there list he was they only want to send you to the cheapest consultant they can and put barriers up every time I would have been better off saving the money I pay Vitality and using that if I... Read more

Tried to make a claim stated our consultant was not on there list he was they only want to send you to the cheapest consultant they can and put barriers up every time I would have been better off saving the money I pay Vitality and using that if I needed to see a doctor ?

Reviewed on 22nd June 2020
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P Bowmer
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Health Insurance

DONT TRUST VITALITY WITH YOUR HEALTH OR MONEY!

DO NOT TRUST VITALITY WITH YOUR MONEY OR YOUR... Read more

DO NOT TRUST VITALITY WITH YOUR MONEY OR YOUR HEALTH!
They have broken FCA Guidelines June 2020.
The FCA guidelines announce providers must offer insurance customers payment help, policy adjustments and refunds during this pandemic crisis. Vitality have not done this.
Vitality are not informing members on there “corona faqs” page that they (HAVE TO) provide a 50% reduction on premiums for three months to members…..they wait until a member calls to cancel...then try to hold onto them by offering them this!
They hope members wont realise this offer is available.
Duplicitous and underhand!

Why has Vitality not refunded members like WPA healthcare?
WPA Healthcare has refunded policyholders that have seen their private medical care delayed and disrupted as resources have been switched over to support the NHS-led response to the pandemic. Those with private health cover in force on 22 April were due for a rebate. Most had it automatically paid back into their bank accounts on or around 29 April.

Why has Vitality not frozen members accounts until they can provide the service we as members are paying for?
Gaynors manager (customer retention's) informed me “we need to have money in the coffers, to cover important treatment like cancer treatment, and if we freeze members accounts or refunded each members payments during this time, we would not be able to stay afloat as a company.”
= PROFITS OVER MEMBERS!

Apart from paying for a service we are not getting…..
Vitality's Facebook's posts…....are all complaints….with members threads deleted…so there is no solidarity between members.
Vitality deletes the community page so members cannot talk to each other (about the shoddy service they are getting)
The perks are a joke. You have to pay postage to get a free coffee delivered!
The GP online service never works
Linking up your app to your phone to get points system never works either!
We are informed on the corona faqs page that consultant services are still in operation ….they are not…. We are advised to go to our GP NHS for a consultation when we phone.

I've very recently spoken with other Vitality members, as i reach out to Vitality members (ex and current) and they have advised me that they had trouble trying to get new claims in place before this pandemic! I wish i knew that before i joined and gave them my money!

I have advised Vitality members to write to the MD, to contact Vitality Ambassadors, who are unaware of the shoddy way Vitality operates. If you are another unhappy customer, what are you going to do to ensure Vitality does not continue to operate in this way?
SHAME ON YOU VITALITY - KARMA!

Reviewed on 13th June 2020
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SUZY
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Health Insurance

Disgusting that Vitality are allowed to even operate

Absolutely disgusted with Vitality from start to finish. I know Financial Advisors who are steering away from Vitality for their incredible lack of customer care in dealing with claims (which they will do ANYTHING to prolong and get out of paying!).... Read more

Absolutely disgusted with Vitality from start to finish. I know Financial Advisors who are steering away from Vitality for their incredible lack of customer care in dealing with claims (which they will do ANYTHING to prolong and get out of paying!). My mental health has been so badly affected by these people I feel sick at the thought. The app and the online 'member zone' are awful with communications coming from so many different places that take ages to find and open, the app is a nightmare and god forbid it stops connecting with your iWatch etc...! And the call centre's... well couldn't be more awful. No notes of your previous calls.. no human responses beyond a script, and some truly awful uncaring excuses of human beings
I am going to the ombudsman after a year of fighting with this company I payed large amounts to protect me in times of need.. I couldn't advise enough for anyone to STAY AWAY from Vitality! I can't post my name because of the litigation I'm instigating against them and I really can't deal with ever speaking to a Vitality employee again.

Reviewed on 4th May 2020
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LCA
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