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Review of the Vitality, Health insurance:

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Save yourselves

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. Reviewed on: 27th November 2025

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