Vitality

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Reviews

1. Della Herbert ★★★★★

   I need assistance but the chatbot couldn’t help. There’s the option to chat to an Agent over WhatsApp. You can ask a question but may have to wait until an agent becomes available. It’s useful so you don’t waste time over an open line waiting for assistance.

   almost 3 months ago
2. Jeff Mark Fajilan ★☆☆☆☆

   Avoid this insurance company. My partner has submitted a claim, and until now, the company has not processed her payments despite the massive delay in getting her claim approved. They will reply to the reviews saying that someone from the correct department is looking into it and that they will be contacting you in due course, but they really do not take any actions.

   almost 3 months ago
3. Karen Sedaria ★☆☆☆☆

   Avoid getting insurance from this company! My life insurance with income protection only has a month deferral, but it’s taken them almost 3 months to process my claim. I would have cancelled my insurance cover with them but I have been paying my insurance for almost 2 years now and have had health changes since then. When they approved my claim, they said that it will take 7-10 days for the insured benefit to reach my account, however I have asked them to escalate this as I do not appreciate the fact that they were not able to process my claim just in time for the end of my deferral period. I believe the shorter your deferral period is, the higher the premium you’ll be paying, so it defeats the purpose selecting a shorter deferral period when they take months to process your claim. I have also filed a complaint through their complaints department since October but after awhile, I was told that they needed another 4 weeks to investigate. At this point I am just waiting for their final letter before I take this to the Financial Ombudsman because us, clients, avail insurance to save us from worrying about financial burdens in the event of illness or injury. So far, this whole process has not only been distressing but also didn’t allow me to focus on my recovery. Tim, one of the assessors, also said that anxiety is not seen as a medical condition but rather just a symptom so he did not agree with my claim, despite referring me to their third party provider for therapy sessions. This caused further delay, as I had to see another consultant just for them to confirm my diagnosis. All they want is to get clients to pay their premiums but when the clients need them for their claims, they will try their best to protect the business and will try everything to not pay out.

   almost 3 months ago

1. Jordi Moles Blanco ★☆☆☆☆

   I've been paying religiously every month for years. 2 adults and 1 child. We've been active and enjoying status rewards and weekly and monthly rewards as well, such as cinema tickets. The app has always been really bad, but it kind of worked until early October 2025. Since then, both my wife and myself have been unable to log in to sync points or to get our well deserved rewards. We've complained many, many times and they have come back to us every single time saying that the "tech team" has said the problem is our phone and we should just get a compatible one. They have not offered any alternative to get our rewards, they force us to use the app and they've closed every single complaint without being resolved. Ladies and gentlemen of Vitality. If you want to reply, don't you dare tell me "how sorry you are" or that I should contact a particular department. I've done everything you've asked via Whatsapp, Phone and Email. Every single time you've blamed me for the issue and done absolutely nothing. I'm escalating this to the ombudsman as it's clear you will not do anything else. Don't bother pretending you can solve this internally, I'm here just to shame you. I've exhausted all paths and you've already sent me your "final letter". I'm happy to be contacted and give you some candid feedback, but you are a shameful company and very soon I will be leaving you, no matter what new nonsense you come up with.

   almost 3 months ago
2. Karen Sedaria ★☆☆☆☆

   Very disappointed of this insurance company. I had my Health Insurance with them since there’s massive delay with NHS. I started paying my cover last year, however, they couldn’t refer me to a specialist until my GP gives them access to my medical records which the GP has acknowledged but scheduled the review of the forms for 2 months later, so it defeats the purpose of being covered from the very beginning and not actually being able to access the service, so I cancelled my Health Insurance and just kept my Life Insurance cover with Income Protection since this is usually cheaper when you take it at a young age and still healthy. I have been paying my Life Insurance with Income Protection cover since 2024, but when you need them they try their best to delay the process so you don’t succeed in your claim. I have a month deferral for my income protection, but they only started reviewing my submitted claim after almost a month (submitted my claim mid of August). Since I submitted my claim I have been calling them from time to time to ask if they needed me to give my GP a nudge to get access to my medical records but they said they didn’t need it, after almost a month since submission they said they do need it, so the process has been delayed further because they had to wait until they receive my records from the GP. Once they received it, they said I do not have a valid claim but Vitality has referred me to their Mental Health support provider. I have been getting my therapy sessions through them which means they agree that I need to be attending therapy sessions and that I need help to recover but they still see my claim as not acceptable enough to be processed. They sent me to attend a consultation with their chosen third party consultant as they said that they would be more qualified to assess my health situation & give a diagnosis, despite Vitality continuously paying for my therapy sessions (make it make sense). The consultant has finally confirmed my diagnosis and confirmed that I am not fit to return to work, until now my claim has not been processed and I bet they are finding further ways to reject my claim. On the same week when they received the report from their chosen third party medical services, they had the audacity to send me a notification of my premium increasing from January 2026 (from £105.23 to £115 per month), whilst there is still an ongoing claim that they continue to delay, which I find very disrespectful. You guys are so quick to take monthly charges but do not really want to help. I am waiting to see what excuse they are going to come up with to reject my claim again despite having a consultant from their chosen independent medical examiner confirm that I am not fit to work. Do better Vitality!

   almost 4 months ago
3. Jason ★☆☆☆☆

   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!

   almost 3 years ago

1. Youssef El Shaikh ★☆☆☆☆

   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.

   almost 3 years ago
2. Adele Cunniffe ★☆☆☆☆

   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.

   almost 3 years ago
3. Ruby Haddad ★☆☆☆☆

   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.

   almost 3 years ago

1. Louis Wait ★☆☆☆☆

   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.

   almost 3 years ago

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