Vitality Reviews

Ratings based on 64 reviews Last review 3 weeks ago

1.47 / 5Poor overall rating

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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Your Vitality Reviews (64)

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Health Insurance

28th September 2020

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...

Nikoletta

(0)

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Health Insurance

7th September 2020

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 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.

Gaby

(1)

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Health Insurance

19th August 2020

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, 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.

RFK

(1)

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Health Insurance

13th August 2020

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...

ALANA

(3)

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Health Insurance

7th August 2020

Sad to have to leave this scathing review!!

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

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....

Ruby Nathan

(1)

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Health Insurance

8th July 2020

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 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!!

Adrien Padayachee

(1)

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Health Insurance

22nd June 2020

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...

P Bowmer

(4)

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Health Insurance

13th June 2020

DONT TRUST VITALITY WITH YOUR HEALTH OR MONEY!

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

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!

SUZY

(3)

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Health Insurance

4th May 2020

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!). 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.

LCA

(1)

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Health Insurance

7th April 2020

Haven't been able to log in

Contacted customer services to acquire login details. First time around the membership number was incorrect although it was copied and pasted frm the email they sent. Then they asked for my address. They didn't recognise the address which is strange as they sent a letter there. They told me to speak to my employer. My employer contacts Vitality and who ask for me to phone them. The circle is complete. Still haven't logged in.

It would probably be faster for me to intentionally jump in front of a bus, get hit, go to hospital , get better and then fully recovered, than it would be to get into Vitality.

(0)

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Health Insurance

6th April 2020

Wont take no for an answer!

Saw a rep a couple of years ago despite me insisting that my husband had a pre-existing that nobody else would cover. Rep insisted that they probably could so eventually agreed to see him. Guess what? - they couldn't cover the pre-existing condition!! Waste of time.
They have called me several me several times over the last few weeks when I haven't been available. They have been asked to email me instead but apparently are not able to email whilst working from home due to Covid-19 situation - that in itself hardly fills you with confidence.
Eventually spoke to them and tried to explain politely about the pre-existing condition etc. Wouldn't take no for an answer, carried on pestering about health insurance and quoting for life insurance and Covid-19 cover??
I got quite annoyed and told the caller in no uncertain terms not to call back.
Three days later I get another call off the same person. Full marks for persistence.
Wouldn't touch this company with a barge pole.

Steph Walker

(0)

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Health Insurance

10th December 2019

Innovative ideas. Terrible customer service

What a shame that Vitality don’t have the organisational or technical ability to make their rewards system work as it should. Add to that shocking customer service, a vitality salesman who lied about the cost of adding a newborn into my policy (he said it was free) and a 40 hour wait to get a GP video consult, rewards withdrawn mid policy. Avoid at all costs. Their rewards are a gimmick and their system does not work.

Jen Skym

(2)

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Health Insurance

27th November 2019

Not helpful in any way

I have this through my work. My GP wants me to have an MRI, which I will wait for ages on the NHS. I called vitality to see if I can get it done privately. Apparently not, because I am under GP care.... Still don't understand why it matters.... I had it done for another problem within days, when I worked for a different employer who had a health insurance with some other company.

Sandra Adams

(6)

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Health Insurance

13th November 2019

Brilliant Innovative Product

Fantastic product, world class service. Seamless claims experience. Brilliant!

James F

(1)

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Health Insurance

11th November 2019

Customer Care is not helpful, not customer-friendly nor customer-orientated

I checked through Vitality yesterday to get a quote from the website (name: Tins Tru.). Today, I received a call from a Vitality sales person or customer care. After a woman talked to me, she passed me to her colleague. Her male colleague was super unfriendly and passive aggressive. I could hear on the telephone that he was super annoyed, he was just reading from his screen and was talking way too fast! Sometimes, I asked him if he could repeat or just explain the question further please. He reacted annoyed and just re-read the question from his screen again which was super unhelpful and unprofessional. After I rejected to answer one question, he just said "thanks and bye". He didn't even tried to clarify further why this is needed and just hung up. This was just a bad customer experience and I will not sign up with Vitality based on this bad phone experience!!

Ngoc T

(7)

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Health Insurance

8th November 2019

The WORST

1) I wanted to see a GP . On their website they push for Vitality GP, with who you video call on their vitality GP app(whuch is different from Vitality UK app). When I tried to find the app on the app store it was not available, I called their customer service and after keeping me waitin and dodging me around for 45 mins they tell me to call apple and report that apple is having some issue in ther app store and there is absolutely no problem on their side. When I questioned why is Vitality UK available on appstore and not Vitality GP they just said no idea you should ask apple. This is a company who is so delusional that they think their app is far superior than app store and does not undesrtand the pain a customer has to go through . Plus they have been cancelling all the benefits

(5)

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Health Insurance

5th November 2019

Lack of trust

Vitality take no ownership of complaints. Issues customers have over shocking have nothing to do with them, despite me paying them! "You have to take that up with Lloyds, Road to Health, or anyone else they subcontract to and take money from.
Issue outstanding, no apology. They have taken my money and not provided the service I paid for.
Plus, only been with Vitality 2 months and rewards already reduced. BA rewards gone, Nuffield gone, BMI healthcare gone.
Oh, and I tried to claim my one and only Starbucks coffee from a site offering Vitality / Starbucks rewards and "not accepted"
Shambolic

Tunworththunderbolt

(6)

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Health Insurance

4th November 2019

Cancelling perks while one's contract continues should be illegal, totally unethical company!

It is getting worse each day every week. All the perks are being dropped, no BA rewards, no cycle rewards, costly Apple Watch reward. Cinema tickets are now 24 per year instead of 52. And they say oh now we have Amazon Prime, which is £8 per months ...

Fatih Ayoglu

(4)

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Health Insurance

30th October 2019

Shocking service from Vitality

Shocking service from Vitality. Do not use...

Shocking service from Vitality. Do not use them!!!
I had a simple sprained ankle and needed a physio referral. Video call with GP (which didn't work at first so I had to wait 3 days for another appt!) a waste of time as requested to gather more information from my GP which means another visit and wasted time. Its over a week since my injury and I am no closer to seeing a physio.
Thought Vitality were different but it seems not. Disappointed

nic

(5)

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Health Insurance

25th October 2019

They are a snakey insurance company; they don't have any regard for healthcare

Vitality have designed their process and technology to frustrate the process of making a...

Vitality have designed their process and technology to frustrate the process of making a claim.

They are awful, and cover up their general awfulness by offering an average loyalty scheme.

My company unfortunately hasn't done their research , and chosen them as a provider - hopefully I can convince them to move on to superior providers

Danny

(8)

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