Will not consider claims without GP referral letter. As there is normally a 6 week wait to see a GP, this somewhat defeats the object of private health insurance

Staff are fine but app is glitchy and it takes forever for their stupid automated response to put you through to the right place, and... Staff are fine but app is glitchy and it takes forever for their stupid automated response to put you through to the right place, and there are frequently long hold times. Fine if you're active and want some lifestyle perks, but if you're actually looking for health insurance you'd get better cover for less elsewhere, without all the frustration. Read more Read less

I’ve had a disappointing experience with Vitality after being a member for a year. I initially took out a policy from September to September, and... I’ve had a disappointing experience with Vitality after being a member for a year. I initially took out a policy from September to September, and raised two claims: one for a bone bruise and another for an excessive sweating issue that I wanted diagnosed. Unfortunately, the process was a mess from start to finish. I was directed via their own portal to a GP that they later claimed was out-of-network, resulting in me paying £160 out-of-pocket instead of the £30 I was initially told. They never reimbursed that difference. On top of that, when it came to submitting the claim details, there were delays because Vitality didn't provide the right documentation for my GP, which cost me another £100 that wasn't covered. In total, I paid about £250-£260 in unexpected costs before even getting to the actual treatments. I made it clear to Vitality that I wanted these claims covered under my existing policy and didn’t want to renew for another full year. They agreed verbally and through the portal that the treatments would be covered. Yet after I canceled the policy at the end of September, they refunded me £68 and then later claimed that because I’d received that refund, I was no longer covered for any of the claims. In the end, despite their prior assurances, I was left to pay about £1,000 out-of-pocket. When I tried to dispute this, they just pointed to the refunded amount and essentially left me without the coverage I was promised. I’m sharing this so others are aware: my experience with Vitality has been frustrating and costly, and I can’t recommend them based on how my claims were handled. Read more Read less

absolute scam, they try to avoid paying out at all costs, have a ridiculous way af reasons, probably from their " how to screw customers" handbook !!

The app is very slow and has many glitches. Points for activities often do not show up correctly. The recent change in how points and... The app is very slow and has many glitches. Points for activities often do not show up correctly. The recent change in how points and rewards are awarded is disappointing. Previously, points reflected my healthy lifestyle and actual activity, but now they seem tied to a game (“hidden dog”). Rewards depend on the game rather than my real-life health efforts. If you forget to play the game weekly, you can miss out on points and rewards, which feels unfair. I use Vitality for health insurance benefits, not for gaming. I’m very disappointed with this shift. Read more Read less

This company are very good at taking your money but do not like paying out when you make a claim I have been paying for... This company are very good at taking your money but do not like paying out when you make a claim I have been paying for heath insurance for 50 years and with this company since they started as Prime health , I tried to make a claim for a biopsy but they where of no use the NHS got me in quicker so I made a claim for the £125.00 that they say they pay for using the NHS but no they can not even pay this out they make excuses abut needing a discharge form from the NHS and they no they do not issue them. Do they not realise that when a customer makes a claim they are usually not well so why do they make matters worse it should be there job to get any required paperwork from the NHS and just sort out the claim Read more Read less

Absolute scam. Been paying a high premium to cover a specific potential genetic condition and now they tell me I'm not covered for that condition... Absolute scam. Been paying a high premium to cover a specific potential genetic condition and now they tell me I'm not covered for that condition when I tried to claim. Absolutely devastated. Mis-sold this policy. Read more Read less

I find that Vitality customer service's main objective is to put the customer off even starting a claim. Whenever I have called them, I have... I find that Vitality customer service's main objective is to put the customer off even starting a claim. Whenever I have called them, I have had to set aside a good 30 mins so they can go through all the rigamarole sales-person speak. I have then had to obtain this and that document from my GP, then weeks later I have been asked to get the GP to provide further details, etc. I have had received responses from a third party SPP acting for Vitality - and this is so confusing, not needed when their system is already a minefield. Read more Read less

Vitality has now informed me that my stroke (as diagnosed by a UK hospital) does not meet the definition of a stroke in the eyes... Vitality has now informed me that my stroke (as diagnosed by a UK hospital) does not meet the definition of a stroke in the eyes of the particular assessor. Reference was made to justify his decision to an MRI scan that was not taken at the time of the stroke but months later. Obviously this is not an accurate assessment and I’m challenging it strenuously. I will inform the stroke team at this particular NHS hospital that their decision on my diagnosis has been overruled by an insurance assessor and even more alarmingly agreed by his superiors. Readers - please consider very carefully putting your trust in this company. I would have taken my business elsewhere if I had known about the length of time they take to assess a claim ( almost 7 months) and then an unsound decision which is most distressing. I offered to send further evidence before the decision was made but it was ignored. Based on my experience, I would highlight that if Vitality treat a stroke victim like this, how are they likely to assess other medical conditions. Here’s my letter to all concerned …. To - Stroke Association UK Vitality UK Aintree Hospital Stroke Team As a recent Stroke survivor, I am reaching out to share my experience of the challenges I am having receiving the support that I believe I am entitled to from a serious illness health insurance company that I appointed to insure me for such an eventuality. After an astonishingky slow seven months claims process which has involved a considerable amount of energy (at the moment I don’t have in great abundance) I received the disappointing news today that the Stroke that I suffered ( in the opinion of the insurance assessor) did not in their judgment cause any brain damage thereby disqualifying me from any benefit provided by the policy which I took out. I have attempted to explain to the assessor at VitalityUK that Strokes by their very nature are caused by damage in the brain and typically affect sufferers in many and various ways. The said assessor was unwilling to accept that I have provided sufficient evidence of brain injury despite that fact that this is exactly what stroke does and that 7 months on, I am still living with the disabling effects. I am shocked and dismayed that I’m being put in the position of having to challenge a large health insurance company like Vitality UK for something as obvious and life threatening as a stroke. If as a business they are refusing to accept the established knowledge of the damage a stroke causes then I doubt they will be willing to do so for other insurable medical conditions. That is the a very serious matter and will need to be referred to the financial ombudsman. I would welcome any support that may be available in my attempt to challenge Vitality UK as this will help me with my recovery and wellbeing and and provide some welcome funding for adjustments to my home and lifestyle. Aintree Hospital Stroke Team -If the stroke team at Aintree could provide some clarity of what brain damage is brought about by a stroke, I’d be interested to know. Stroke Association- if you could kindly comment on this and share any experience the association may have of other stroke survivors in my predicament. Thank you in advance, Best wishes, DC Read more Read less