Vitality Reviews

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...

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

(0)

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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...

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 ?

P Bowmer

(1)

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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

(1)

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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!)....

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

(0)

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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...

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.

J

(0)

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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!!...

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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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 s...

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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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 Adams

(5)

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Brilliant Innovative Product

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

James F

(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 T

(7)

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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

PJ

(5)

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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

Tunworththunderbolt

(6)

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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 Ayoglu

(4)

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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

nic

(5)

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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

Danny

(7)

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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 Allen

(3)

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Perfect when needed

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

Alba

(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.

Edd

(3)

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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

Ed

(6)

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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..

DeeTee

(3)

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