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Vitality: Health Insurance reviews

Name: Health Insurance
Rating: 1.44 (204 reviews)

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1.47

Based on 204 reviews, last reviewed 21st Jan 2025

100% decrease in 5 star reviews

in the past 90 days

33% decrease in 1 star reviews

in the past 90 days

10%

88%

Latest highest rating:

5

Very quick to arrange treatment Very quick to arrange treatment operation arrangements made MRI and consultant excellent great customer service Reviewed on: 4th September 2024

Latest lowest rating:

1

Typical money grab insurance company. Typical money grab insurance company. They will take your money and do as much as they can not to pay for your treatments. Check other websites to see... Read more Reviewed on: 21st January 2025

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About this product

Vitality health insurance gives policyholders access to video GP appointments and online mental health support. By staying active, customers can earn rewards like gym membership discounts and fitness trackers. There are a range of additional add-ons to enhance your policy such as hospital choice, out-patient cover and optical, dental and hearing cover.

Choosing the right health insurance policy for your needs can be difficult with so many providers on the market. Our Vitality health insurance reviews can give you valuable insight into life as a policyholder.

Find out how long customers have had their policies with Vitality, and how satisfied they’ve been so far. Learn how policyholders feel about the price of their policies and the amount of excess they have to pay. Do policyholders feel these prices are fair for the amount of cover they have? Find out how easy it is to claim on Vitality’s health insurance and how quickly claims are paid out. Learn more about the rewards available. Read about experiences with the video GP appointments and Vitality’s customer service team. Make an informed decision when choosing your new provider by reading our Vitality health insurance reviews.

If you have a health insurance policy with Vitality, share your experience with our Smart Money People community. Why did you choose Vitality as your provider and have you been satisfied so far? What sort of illnesses and ailments are and aren’t covered under your policy? Did you opt for any additional extras? Have you made a claim, and if so, how quickly was it paid out? What features of the policy do you like the most? Is there anything you feel could be improved? Write an honest Vitality health insurance review today. Together, we can help people like you make better financial decisions.

Vitality Health Insurance reviews (204)

Review of the Vitality, Health Insurance:

Avoid at all cost, better Health Companies out there!!

My Company decided to give it a go and enroll this year with Vitality, for the past 15 years we used mainly Axa ppp and other providers such Bupa. These big companies are expensive however they take the stress away in terms of approving claims or consultations. Never had problems in the past. Unfortunately for me Vitality so far only offered a poor service. As other reviewers mentioned the amount informations requested plus involving GP on obtain records only elongate the process; reason why people use Private health insurance is to actually avoid these long wait to see a GP and been referred as soon as possible.Just so you know if you ask your Gp to fill up the records forms it will take up to 4 weeks and also you have to pay a fee to your surgery. So you might be quicker booking an appointment with your Gp than fill these forms !!! The frustrating part is the fact we took the full package from vitality and covering also existing condition however at the time of the switch you must forecast if you might have present conditions that might develop into something that requires additional consultations, basically they will do everything in their power to avoid claims!! So to everyone thinking to switch to Vitality ]bear in mind that you might encounter issue when making a claim. By the way my referral was approved by Vitality online GP and still wants more informations by my Gp, Definitely no worth the stress on taking a cheaper Company which only interest is on saving money. Reviewed on: 8th November 2024

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. Reviewed on: 7th September 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. Reviewed on: 19th 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 FROM THEM!!! Reviewed on: 13th August 2020

Sad to have to leave this scathing review!!

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

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!! Reviewed on: 8th July 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 needed to see a doctor ? Reviewed on: 22nd June 2020

DONT TRUST VITALITY WITH YOUR HEALTH OR MONEY!

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

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. Reviewed on: 4th May 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. Reviewed on: 7th 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. Reviewed on: 6th April 2020

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