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Vitality: Health insurance reviews

Name: Health insurance
Rating: 1.77 (222 reviews)

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1.77

Based on 222 reviews, last reviewed 11th Aug 2026

No new 5 star reviews

in the past 90 days

100% increase in 1 star reviews

in the past 90 days

87%

Latest highest rating:

5

Lots of perks easy to understand great app Lots of perks easy to understand great app Reviewed on: 5th September 2025

Latest lowest rating:

1

Not impressed Despite confirmation from the consultant of a new condition, and Vitality agreeing to pay for the appointment, I have just been informed that they ma... Read more Reviewed on: 11th August 2026

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About this product

Vitality private health insurance gives you access to private healthcare and helps you cover the cost.

Access specialist treatment including mental health support, cancer care and physiotherapy. With Vitality health insurance, you choose where you’re treated and you can use your plan alongside NHS care.

Vitality health insurance reviews help you find out what it’s really like to be a customer. If you’ve used Vitality before, you can also leave a review and share your experience.

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Vitality Health insurance reviews (222)

Not impressed

Despite confirmation from the consultant of a new condition, and Vitality agreeing to pay for the appointment, I have just been informed that they made a mistake with giving authorisation and therefore, although I have seen a consultant would like me to not continue with my treatment. Reviewed on: 11th August 2026

Pointless cover, awful service when you really need it!

I pay for a high level of cover as I wish to have the quickest access to care when my family needs it. When the need arise I paid for a GP referral through vitality - the GP identified the need for specialist advice but vitality rejected their own GP referral since that Gp didn’t have access to the last 5 years of patient records (obviously!). I’m left to conclude that vitality are only interested in gate keeping to prevent patients accessing care rather than providing proper health cover - I will be cancelling my very expensive cover and taking my insurance needs to a better provider ( maybe more focus on providing health care less on the pointless gimmicks and ‘benefits’ eh?) Reviewed on: 20th July 2026

Will not consider claims without GP referral letter.

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 Reviewed on: 11th April 2026

Don't bother unless you're very patient

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. Reviewed on: 9th December 2025

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

absolute scam, they try to avoid paying out at all c...

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 !! Reviewed on: 25th November 2025

The app is very slow and has many glitches.

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. Reviewed on: 3rd November 2025

They do not like paying out.

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 Reviewed on: 29th October 2025

Absolute scam.

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. Reviewed on: 27th October 2025

They give customers the runaround purposely

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. Reviewed on: 18th October 2025

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