Vitality Health Insurance Reviews

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

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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

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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

(3)

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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

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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...

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 nothing extra by getting to tier levels. Awful customer service. Over priced. Avoid at all costs. Go with bupa or someone else.

YogiLevel 1

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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...

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 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.

JenniferLevel 1

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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...

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

James ColeLevel 1

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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...

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.

AjayLevel 1

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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....

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. Appalling company

AnonymusLevel 1

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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...

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.

Andrew FosterLevel 1

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NEVER SWITCH TO VITALITY

DON’T SWITCH TO VITALITY IF YOU HAVE ACCUMULATED NCD WITH ANOTHER INSURER. ...

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.

AshLevel 1

(2)

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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...

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.

mjarLevel 1

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They're just shit

Bad app experience...

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.

SophieLevel 1

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Most company ever - zero service

Points system doesn't work - they don't allocate and then ask you to evidence after the fact which is...

Points system doesn't work - they don't allocate and then ask you to evidence after the fact which is unworkable.
Also claims process is so panful you just give up (which is what they want, but what's the point in having health insurance if you can't claim)?
Don't answer the phone and don't reply to email!

helennnLevel 1

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Working for Vitality

Vitality is an awful company to work for. No respect for it's staff whatsoever nor for family life. The only good thing about Vitality was colleagues. Management had attitude and no sympathy for emergencies nor sickness. High turnover. You would be...

Vitality is an awful company to work for. No respect for it's staff whatsoever nor for family life. The only good thing about Vitality was colleagues. Management had attitude and no sympathy for emergencies nor sickness. High turnover. You would be sacked over anything as it was all about money. Staff were consistently stressed and pressured. Avoid at all costs. Poor communication and no respect. Work elsewhere where you are valued!

Sarah Level 1

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Mrs Anne smith

If I could I would rate this company minus 10...

If I could I would rate this company minus 10
Worst company I have every delt with
Full of empty promises ,delay tactics should sack the managers I am told my claim has been with them for since end of march. The only thing they are good at is taking my money every month. stress is exacerbating my condition but they don’t care

Anne smithLevel 1

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Utterly awful company

Look past the gimmicks and read the hundreds of reviews online about these crooks before you part with your money. After five years as a customer, I had to cancel my policy because they took ONE YEAR to process a claim and finally rejected it on a...

Look past the gimmicks and read the hundreds of reviews online about these crooks before you part with your money. After five years as a customer, I had to cancel my policy because they took ONE YEAR to process a claim and finally rejected it on a minor technicality. AVOID!!

SamLevel 1

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Rubbish

They don't count my points. My reward - free coffee in Starbucks expires one day before it says. Rubbish!!!!!

AnaLevel 1

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The worst insurance provider I have ever come across.

AVOID AT ALL COST - Worst than insurance providers in 3rd world...

AVOID AT ALL COST - Worst than insurance providers in 3rd world countries.

I injured my back and couldn't walk and sleep properly for months - It took them 3 months to approve an MRI with all the faffing around and forms to fill from current and previous GP's - Absolutely disgusting. Best part is that when they sent me to see their GP (face to face), their own GP said and I quote "These people do whatever they can to avoid paying and they tangle your claim with forms to put you off". Unfortunately, this is exactly what they do.

Having done the MRI after a 3 month long process and countless forms and chasing up calls, their 3rd party provider ended up charging my credit card without notification and or consent for £170, an amount that I don't even know what it relates to and for. I had to report them as fraud and cancel my card.

This insurance lures you in with their rewards and supposedly great service, but when you pay £80 per month for an insurance policy, I don't think you are really the type of person that is looking to save £60 pounds on an apple watch or get £10 off a gym membership.

I have lived in many countries, including 3rd world countries where insurance providers were ten times better than this shamble of an insurance. Avoid it at all cost, but if you end up making a mistake and signing up with them, then I'm afraid you will find out soon enough what they are all about.

This insurance is a shame to this industry, and there are plenty of other providers out there, so really learn from my mistake and obviously from many other people's bad experience with this company (as you can very clearly read from reviews) and save yourself the time, money and stress of dealing with them.

Fouad FawalLevel 1

(1)

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Will not pay out for recommend treatment from a specialist.

I have been referred by a specialist dermatologist to have a lump removed from my abdomen before it gets too large, ruptures and becomes infected. Vitality have said that they will not pay for this treatment as it is ‘preventative’ and will only cover ...

I have been referred by a specialist dermatologist to have a lump removed from my abdomen before it gets too large, ruptures and becomes infected. Vitality have said that they will not pay for this treatment as it is ‘preventative’ and will only cover once it has actually ruptured despite a detailed letter from the doctor. When I explained that this would cause complications and leave me with bad scaring and risk of infection I was told by a very rude woman on the phone that this ‘was not their problem’!
Please avoid these awful people at all costs.

Mrs PorterLevel 1

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