We’ve had Vitality insurance for some time now. Contacting them is impossible, even logging in is a major hassle, I run and cycle 3-6 times every week and none of the work outs will upload which is very convenient for them as that would reduce out premiums. We’ve looked into it and for major claims they simple won’t pay out and make every step of the process as difficult as possible. Avoid and don’t waste your money.

This company will take your money, put up your premiums year on year and then do everything possible to not help you when you need it. I went to see a doctor 7 times and in the end they said 'do you have private cover' as i did I used it and I was referred by my doctor to a private hospital. I spoke to Vitality and when the consultation bill was raised of £100 they refused to pay it saying they did not have enough time to decide if they would cover the issue. I then suggested that I would pay it but needed a scan of my body done at a cost of £850 for the consultant. I spent 4 hours waiting on phone lines for Vitality as they didn't respond to the emails and I could not miss my scans so took them. The hospital sent the invoices to Vitality who refused to cover them saying that 'although I had raised a claim' they had not yet spoken to my doctors and decided they would cover it. As a father and husband in their 40's I didn't have time to waste and I gave Vitality 2 months notice. Having spent over £10k on cover for 5 years and this being my only claim I would suggest this company uses things like Apple Watches and little carrots to keep you paying them your monthly premiums. Getting any actual cover from them is like getting blood from a stone and I would suggest this company borders on fraudulent.

Their GP services are pointless. If you get a referral then Vitality will not accept it. (Even in the event that you are going for a cancer screening) instead you will have to go back to your NHS GP and get them to refer you and fill out all of Vitality's documents. Save your money and use the NHS, because you'll be using it anyway. Or actually push the boat out and get Bupa. Vitality are simply a waste of money and could actually result in slower treatment than going through the NHS.

It's a bit of a tricky one this. They have really improved their online support functioning via WhatsApp. So things like continuity and you don't always have to be re-entering your details. Workarounds are put place fairly swiftly eg reward tokens issued quickly and mostly work the first time around 👍🏾 However, I'm having to contact them more often 😕

We have been with Vitality Health for around 15 years, a family policy at a cost of over £7,000 per year. We have only tried to claim recently, for a couple of very minor health issues (a total of around £700 for physio/osteo). I cannot even explain how difficult they make claiming, it's unbelievably pain staking, taking hours to sort out any issue over the phone, they send you round in circles. Their so called 'GP service' is impossible to get an appointment with at any speed, and then they just refer you back to your own GP, what's the point! The staff are very polite but the policy is not fit for purpose. I definitely do not recommend and will be moving away from this company.

Two people experience over 2+ years with Vitality: _ Catching bad cold? They "can't do anything" _ Bad cold evolves to 40' temperature, shivers, killer cough and nausea? 7 days, 5 calls and 3 different people to get antibiotics. _ Need those antibiotics? Just wait 7 days for prescription sent BY POST, cause emailing closest pharmacy is "impossible" (NHS did this in 2 hours) _ newly obtained neck pains, painful to the point of being extremely worrying? 2 weeks of countless calls to see physio. _ Vitality physio recommends series of medical treatments > never done, because Vitality lost their recommendations and "cannot just ask again" _ random Virtual GP appointment attempt? Fill all the details, then be informed "we're fully booked, try next time". Every. Single. Time. Oh, and premiums rise massively every year, because they stopped counting our local gym as gym, so even though I have a tracking watch bought THROUGH Vitality, go to the gym/pool/dance classes 3-5x a week, I'm counted as "unhealthy lifestyle" for "doing nothing to improve my health". No service, raising prices, waste of time. If that's not fraud, then what is?

The worse customer service EVER so unhappy with Vitality we have our life insurance with this useless company. You hold on the phone for well over 40 minutes not to get very far. We were paying monthly we have put our policy up so we get Nuffield gym for less they have taken out the whole years money this morning!!!! Was set up as a monthly instalments so another long holding on phone call this morning to be made. Think it’s time to swap over life insurance. We have been been with them for over 14 years and you don’t get many benefits apart from the trainers at half price !! It’s a con. Please shop around before going with vitality 😢

Was supposed to have an interview with a lady called Jenna Hadden and just want to let people know she never attended the interview. Such a gutting experience ...I see this company has terrible,low reviews from customers so I assume this happened for good! Please try to reward your poor employees,so she would feel like doing her job is obligated,not something she avoids. Terrible experience but I ma happy this has happened! Jenna,maybe learn how to message people and let them know you have decided to slack for rest of the day. See photo evidence below.

The customer service are nice but absolutely useless! Get ready to spend 5h a week on the phone to vitality if you attempt actually claiming something on your insurance only to find out they mis-sold you the product in the first place. Not worth the hassle, I’d rather pay my Virgin gym full price.

The biggest issue I have with with Vitality so far is the hold time. Its excessively long. Not only to get through to someone but also once you get through. A lot of the time the agents have minimum information available. So, they always have to go and ''find out'' the answer. At this point you're placed on hold, for a long, long time. For that reason alone, it's not worth it. If you want a good quality cover that doesn't cost too much and has good customer service. Go to Medi-cash, I will definitely be going back to them.

They're just a free coffee and cinema ticket company with a bit of healthcare tagged on the side. Terrible. I want to get physio treatment for a bad foot, but instead of letting me use a well regarded physio literally a 5 minute walk from my house they are trying to send me 3 miles away. Oh, and if I wanted to use my own physio, I would require a referral from a GP as well, and they only cover £35 a session. Focus on actually helping people rather than fobbing them off.

My father was insured with vitality for years. When he needed his policy they are more interested in trying to avoid paying out. Communication is poor and attitude of staff. Dad was in hospital for over a month and claimed for the nhs cash benefit for each night stayed. He passed away in hospital which was devastating. Despite me telling them he had passed away they then wrote to him telling him they wouldn't be paying the claim. They also rang him after he died and best of all... took another payment only part refunded.

Made a dental claim months ago. The doctor filled in all info about claim and also about last check up which was in April 2022(insurance started from November 2022). When I called them, they said they want an info about my previous previous check up which was in another NHS clinic in 2021. I asked why do they need it if they have info about prev check up. They said they need all info in past 15 months. I said they can call them which they never did. I call my prev doctor and they said they don’t have any states of agreement or something. They sent me my last invoice with them and that’s it. I called vitality today again and dental team didn’t do nothing for the whole week with my claim.

This is not private health insurance, it's a scam. What do you expect getting for £35 a month? Their tactics is to bomb you with paperwork, delay as much as possible so that you decide to go with the NHS. Proper private health insurance like in other countries will cost you hundreds of pounds per month...

Great help from Andy!

Worst customer service ever. My company paid you for your services, created an account and could never log in, it has been 2 weeks now. Called support and they do not even have a rough estimate on how long will I be waiting for all they said was couple of weeks, rest of the company are enjoying the benefits while I get nothing. Did all the steps required, do not really understand while you are blocking me, unless it is that I logged in from Greece for the first time, so can I assume is it a nationality thing? PS. Do not attach WhatsApp number no one responds there.

Tried to get quote online, was told I needed to speak to someone. Lovely gentleman calls to pre qualify me and informs me I would not have to repeat myself to the advisor he is going to put me through to . As night follows day the advisor starts asking me questions I have already answered. The gentleman who pre qualified was great but the advisor was shocking people have not got time to listen to your scripts ask the questions once don’t tell people it will take 10 mins and then make them repeat themselves and say it’s for data protection. If you want to close more customers your customer journey process needs to be seamless.

Waiting for a response for more than month due to their system doesn't allow me to enter my full name so is missing the last letter of my surname so this is holding up a claim. I have reached out their customer service via email and WhatsApp but their response aren't accurate while they keep sending self replies where my query isn't solved or keep me in circles via WhatsApp asking constantly the same details. Besides, their app takes AGES to retrieve my details and the user experience is far from friendly.Worst customer service and app ever.

If there is a 0 star, Vitality still wouldn't deserve it. I can only recommend Vitality if you're after some free coffee. If you are after health insurance or car insurance, which I unfortunatly took with them, so please stay away from these crooks. Their technology "member zone" that they rely on so heavily always keeps crashing. Trying to make any claim or repair doesn't work. Their lines always drop. Can never get through calls when you need them the most. Mailbox always full. Their complaints Director is useless and will close the complaints without being resolved. Paid for car insurance and can't reach them to discuss or know that the insurance is activated. Had to check several databases and realised I'm not covered. I will 1000% not be renewing with these people or recommend them. Unless you want a free coffee.

They take your money and they won’t honour any appointments with anyone what’s the point in paying for this make you jump through so many hoops for nothing. The WhatsApp and customer service is atrocious form filling, bureaucratic nonsense. The agent couldn’t even advise me how to cancel my plan. Appalling. Don’t waste your money

I had a nurse come round to do a medical check. Contrary to their advice and the guide they sent me on sign up, the nurse requested to have a FULL blood test and urine sample — in my living room!! I found the experience VERY distressing and it completely damaged my view of Vitality. The process was not a simple painless pin on the thumb, as they led me to believe. There was absolutely no evidence that I needed such an invasive test, I’m 30 years old in perfect health. Will be looking elsewhere thank you very much!

I cannot get over how terrible their dental insurance it. They genuinely ignore you when you make a claim, they have a '4 week' time to respond to emails, when they just ask for something new and wait 4 weeks to respond again. The are clearly pushing customers to go beyond the six month claim window. They don't pick up the phone. They do everything they can to make it so hard to claim.

I have had an ongoing dermatology related issue for years and when I finally decided to go privately and do something about it I got told my claim couldn’t be made due it being a ‘chronic’ condition - which makes me believe it’s needed more! Not only that, but the waiting times to talk someone is horrific. I Waited patiently with no complaints for a month to hear back about my claim for them to tell me they couldn’t support me. Rubbish insurance and awful service.

It's been a nightmare to get through to Vitality. We have a referral for a paediatrician and trying to book one through Vitality with no luck so far. The app doesn't have the option for our condition, preventing us to get to next step and no one picks up the phone at customer service. Would not recommend to anyone, especially to new parents who have limited time, and extra admin and chasing is the last thing you need on your plate.

The vitality app is poorly thought through and very difficult to navigate. The supposed links to reward partner can be pretty complicated. At some point you simply feel like giving up it's just not worth it! The pictures of dogs are lovely I'm sure, but I'm not a dog lover!!!

Shopping around. Did an online quote. 2 emails 2 calls within minutes despite ticking the box to contact me by email only 1 SMS so far. It's relentless! I've requested they delete all of my details and let me know when it is done. Time will tell. Needless to say I have no intention of proceeding with this company. It's bordering on harassment. Shame. The marketing is good. Scratch the surface and they are lacking. Read the reviews. Then go elsewhere.

Slowish responses but I was Ok with that as they had managed my expectations. Needed a few attempts to get to the actual answer but replies were genuine attempts to help. Would use again.

I bought an index-linked life insurance plan with vitality. The initial process involved the expected amount of admin to complete so no complaints there. However I have just received the first renewal and a premium increase of 15% allegedly due to policy being index linked. Although it does not say anywhere on the renewal notice or on the online account platform what the actual life Sum Insured was or what it has been increased to. I wonder whether the premium is actually just index linked to required shareholder profit growth. For a financial services company this practice is disgraceful and I would be surprised if it didn’t actually breach regulations on the minimum level of information that should be provided. Anyway it gives me serious doubts that should the policy ever come into play that the recipients would be dealt fairly with. For all the perks offered by vitality for your business, and all the health data they’re happy to take from you I am not convinced they would provide the certainty that you ultimately go to a life policy for.

I was with Vitality for two years, luckily without needing to use their services. After a change in job I no longer needed them - so simply tried to stop the auto-renewing at the end of 24 months. Like pulling teeth - their T&Cs say you can do this by phone or in writing and both seem to be a lie - no email address, no web chat, no online account management, impotent whatsapp "help" - if you ring them they'll offer to call back at a time that suits them, if you miss that you're stuffed. Deceptive, scamming, borderline illegal tactics. Avoid like the plague.

Vitality are an awful and deceptive company - the at fault driver who hit the back of our car used vitality car insurance. This led to a process that took 1 year for them to admit fault which only happened once the prospect of court was imminent . Vitality spent many months passing the case details between individuals in their company after being issued notice of the claim, each time telling our insurance company it wasn't the right person which would then trigger another 2 week notice period to respond.

After my father died they tried every excuse posible not to pay out disputing the yearly payments had been made and then that initial forms had been completed incorrectly, so you better keep all your paperwork and statement copies. We used a professional financial planning company to chase them and even then instead of an expected payout taking weeks it took many months. I would not wish Vitality life insurance on my worst enemy.

Antonia was totally efficient and certainly knows her stuff. I can not fault the service I have received. Thank you Antonia.

Great customer experience. I had a few issues and they were resolved quickly and effectively. I love this life insurance because it motivated me to improve by rewarding my efforts.

I need to pay a £100 excess for a consultation. The app and member website is so poorly designed I cannot do it. Called twice and spent over 10 mins on hold, got through and then the call dropped. Such a waste of time (attempting to pay them).

We made the call to Vitality last week to get a quotation for Health insurance. We were lucky to be put through to Tony McConnell as our adviser. Tony talked us through all options, listened to what we were looking for and made the whole process easy for us. No questions were too much for him. The cover they offer appears to be very comprehensive with many extras we had no idea about but happy to have. We made the decision over the weekend to proceed and Tony has done all the necessary this morning to get us up and running. I'm hoping to not need this for anything major ( like all insurances) however will follow up with reviews. With what we know so far we would highly recommend Vitality. Thanks again for all your help.

Vitality is the best life insurer (and they also offer critical health coverage in my policy) that gives you something back for the premiums you pay. In addition to encouraging healthy behaviours by awarding you activity and health points, they give you free drinks at Cafe Nero and great discounts in healthy foods. Customer service is also great - they adjust points very promptly when you report it and are very quick in getting tech and AI glitches fixed (e.g. their WhatsApp was glitching and on the same day after I reported it was fixed). I highly recommend Vitality insurance!

Very difficult to have a conversation through WhatsApp as every time you reply, they send the issue to a new customer service rep who doesn’t seem to appreciate the back story. The vitality app and support is rather poor which is a shame as their staff are great when you can engage properly with them.

Frustrating. Vitality is a good concept but it can be a painful experience. You’re supposed to get a free coffee at cafe Nero each week but quite often it doesn’t work and you have to messaged them, all for the sake of a £3 coffee. They’re withdrawing the Prime benefit and the cinema voucher is next to useless as none of the cinemas they use are in the city I live in.

Once you get through to a human the service is very good. The website to submit information didn’t work and the WhatsApp bot was stuck in a loop going nowhere. However once you got through to a human the service was very good.

On the back of missing 8 points awarded for a workout, and having informed Vitality through the app channel (to no avail) I took to Twitter to pursue. The acknowledgment was very quick (within a few minutes), and the engagement of Abby (customer service representative) the issue was resolved very efficiently. Thanks Abby 👍

Resolved my issue with my error in forgetting to end a workout with minimal fuss. Roger sorted this quickly and without having to escalate and in a very understanding and friendly manner. Good that you empower your support desk staff to be able to make these decisions quickly. Many thanks !

I have had issues receiving the cashback my physical activity earns me on spending for 'healthy' foods at Waitrose - a great benefit which reduces the net cost of health cover - and they have been quickly and courteously sorted out by the team at Vitality. If they had not arisen in the first place it would have been 5 stars.

Closed my account today. Absolutely painful to deal with. Dental claims were worse than a tooth extraction, can’t login to your user profile, take forever to email back then fuss over dates the the policy was clearly open and active but won’t process claims, just awful, don’t be fooled and bought cheaply with coffee vouchers or cinema tickets, you just want your claims paid and not having to walk 10 miles a day to get them. WIDE BERTH

I recently had an issue with my Activity Points not syncing to my account and Abby, the Service Consultant that I spoke on email with was incredibly helpful and efficient in helping to ensure my Points were updated. Her instructions were very clear and she was very friendly to deal with.

The benefits make the insurance policies very attractive. Collecting points each week to be rewarded is a good incentive to keep active. Unfortunately, the main benefit for me was Virgin Active gym membership discount. My local VA centres closed and I’m now with David Lloyd. However, the partnership deal between DL and Vitality was discontinued. I do get lots of free Cafe Nero coffee and big discounts on Champney’s and trainers! The car insurance was excellent value but the premiums doubled this year and Vitality are pulling out of this market.

Very terrible company, take advantage of people in need. I signed up for mental health care and was advised that the sessions would be covered completely by the insurance that I had had for years. No mention of a payment to be made when booking or speaking on the phone. They then invoiced me 2 weeks later for the full fee and insisted that it be paid. I would never have signed up for the help if I knew I had to pay for it as it was advised it would be covered as part of my plan.

Back office functions don't seem to work. Follows axiom of you get what you pay for.