I am a self employed IT consultant. I had a major stroke in November 2016. It took them 7 months and an intervention by the Financial Ombudsman before they paid out the initial lump sum in May 2017 which they claim to pay within 7 days. We would have been bankrupt and homeless by then if we hadn't kept money aside for emergencies as I wasn't earning anything. Their medical assessment is shocking. They only paid 25% of the agreed payout since they judged that my stroke wasn't severe enough (without ever physically assessing me). Looks like anything less than death or total paralysis isnt severe enough for them
They paid that out but it required another intervention by the Financial Ombudsman before they paid the full 25% amount with interest for the delay period (they laughably initially paid the bank of england base rate in interest....0.5% before the Ombudsman forced them to pay the correct 8% penalty rate).
They then wouldnt honour the agreed income protection policy payout amount and it required yet another intervention by the Financial Ombudsman for them to pay the correct monthly amount.
It then required regular reminders by the Financial Ombudsman for them to continue to pay out monthly as they were contractually obliged to do.
By August 2017 we hired a junior developer to keep business alive (just). The company secretary got promoted to business analyst and would get clients to come to the office and discuss requirements which I translated into specifications that were developed by the developer. I could only do very very brief bursts of thinking infrequently. Consequently, with the increased costs and vastly reduced income the company barely survived.
When vitality saw the end-of-year acconts they demanded details of bank accounts and amounts paid to all company staff. I asked for the same information on every Vitality employee before giving that information. Not surprisingly they didnt provide that and used it as an excuse to hold up payments. We saw no more payments. By now it had been just over a year since the stroke so I started getting more involved in the business against the neurologist's advice. The stress of dealing with Vitality was worse than anyrhing my work could throw at me.
I eventually closed the claim and cancelled the policy a couple of months later. They had the nerve to ask why I was cancelling my policy!
I have a policy with another insurer now.
Review by Keith Steuber BYRNEtomer3 months ago
Chelsea Rogers at Vitality Health.
Great service, great attitude and patience!
Thank you Chelsea 🙏
Review by GDuke Heldrich7 months ago
I have been going through an absolute medical nightmare since the end of November and have been in and out of hospital. It has now come to the point where the surgeries have been unsuccessful and I need major surgery.
I need to honour a member of staff at Vitality who without her help and guidance, care and genuine support I wouldn't have been able to sort out my upcoming surgery on Thursday 4th April.
Her name is DAWN BANFORD.
She said that she promises me that she will make sure that it will be all sorted and will see it all the way through to the end and make sure I am looked after.
The surgeon I found to do the operation wasn't covered on my vitality policy, Dawn said she will sort it because I had been through so much trauma. I really felt her sincerity. Also the hospital didn't fall under the right guidelines, again she said that she will sort it.
She called me right after my consultation to see how I got on. She is going away for 2 weeks and she has asked if she could call me when she is back to see how I am.
Dawn was absolutely wonderful and she made sure to sort it and she did. I have spoken to many agents at Vitality and more often than not I got left disappointed and very stressed or upset.
It would be wrong of me not to mention how she was because she deserves for her managers and colleagues to know that she is a credit and should be a brand ambassador for Vitality. .
Thank you Dawn 😊🙏
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