Vitality Reviews

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...

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 AdamsLevel 1

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Brilliant Innovative Product

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

James FLevel 1

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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...

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 TLevel 1

(3)

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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...

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

PJLevel 1

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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...

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

TunworththunderboltLevel 1

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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 ...

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 only. They think we are stupid but hey, I am going to cancel my contract as soon as the time comes.

Fatih AyogluLevel 1

(1)

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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

nicLevel 1

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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

DannyLevel 1

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AVOID VITALITY AT ALL COSTS

AVOID AT ALL COSTS FOR INCOME PROTECTION...

AVOID AT ALL COSTS FOR INCOME PROTECTION INSURANCE.

This company has been a shambles from the beginning. I took out work related income protection insurance with this company several years ago. I have had to make a claim due to having a herniated disc in my cervical spine (neck). I put the claim in, in July, I have just received notification that they wont be paying out as I had previously visited my GP with muscular problems in my neck which they deem, my now spinal issues, are a pre-existing condition. This is despite my GP writing to them to say that in his opinion the disc/spine issues are not related to the muscular spasms in my medical history. They have kept me dangling for months making a decision, all the while fobbing me off that my case is "with management". Their customer service is in South Africa and despite one of their staff being adequate, the rest are not, and as previously stated you just keep being told that everything is "with management". I took this insurance out in good faith that if I should ever become incapacitated and unable to work then I would be protected. It seems they are having trouble seeing that my injury even though located in the neck, is a spinal injury. In my opinion, should I have presented with a disc herniation in my lumbar spine, then there would have been no room for ambiguity. Unfortunately for me as the part of the spine affected is in the neck, they are lumping this in with a previous muscular problem. Why they have taken since July to now to come to this conclusion I do not know, at one stage I was phoned by their representative to tell me it was just a case of them "dotting the i's and crossing the t's" and I would then receive my monies from the claim. Apparently, the case then went back to the infamous "management" and it has now been decided not to validate the claim, instead they sent me a letter saying they would be rewording the terms of my policy. What? Really? You think I am going to stay with you now? No way!!! Bring on the necessary paperwork and let us see what the Financial Ombudsman says. As far as I can see, they have used delaying tactics to try and wiggle out of paying the claim, as all the while they are stalling, I am still paying the monthly premiums. DO NOT USE THIS COMPANY FOR INCOME PROTECTION as they will try and wiggle out of paying a claim. I am now facing major spinal surgery and along with the stress of the surgery I am now having to worry about my financial situation when I thought I would be protected in the event of being unable to work. This is a total disgrace to put someone facing a major operation through this, they have stalled, delayed and finally wiggled out of paying. They are an abomination.

Susie AllenLevel 1

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Perfect when needed

Just gave them a call , got immediate appointments for tests. Efficient and caring,

AlbaLevel 1

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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...

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 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.

EddLevel 1

(1)

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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...

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 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

EdLevel 1

(3)

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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...

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 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..

DeeTeeLevel 1

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Member for 11 days too LONG !!!!

AVOID!!!!!...

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!!!!!!!!

Thomas EverettLevel 1

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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.

Georgiana Andreia HascaLevel 1

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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...

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 to avoid paying for your healthcare. Anything. Not to be trusted. Avoid, avoid, avoid.

ernielafkyLevel 1

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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...

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 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.

jaygeeLevel 1

(2)

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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!

Alex DuffyLevel 1

(3)

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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...

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

Vix Level 1

(7)

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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...

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!!!!

JamieLevel 1

(2)

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