Write a review

Go to business site

Vitality: Health insurance reviews

Name: Health insurance
Rating: 1.43 (219 reviews)

View other Vitality products

1.38

Based on 219 reviews, last reviewed 9th Dec 2025

100% decrease in 5 star reviews

in the past 90 days

40% decrease in 1 star reviews

in the past 90 days

10%

88%

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

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 freque... Read more Reviewed on: 9th December 2025

Read all reviews See your review

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.

Vitality Health insurance reviews (219)

Review of the Vitality, Health insurance:

A Vitality policy means will always pay in the end

My insurance started in 2017 with a premium of just over £315 per month for my husband and I. Our renewal quote for 2023/24 is £724 per month (from £515 for the past year). Our premium has gone up without fail every year by around 25%; this year, it is an increase of just under 41%. Our crime? Me getting and then surviving breast cancer and then in 2022 having a minor obstetric procedure. My cancer, thanks only to the NHS, was caught very early so I have only had to have a yearly scan and check-up by my Oncologist since a 2017 lumpectomy and radiation treatment. This was followed by 5 years of cancer-free scans. By the way, I'm 58, 5'7, weighing 61kg, a surfer, kiteboarder, and wing foiler. I am incredibly fit and healthy and I wear a fitness tracker; I'm absolutely Vitality's target client, yet they've been ruthless. Even given my level of activity, I've only managed to get to Bronze status so looking at my activity level, I must assume that you have to be an olympic athlete to get higher points. When I had my initial cancer diagnosis, Vitality spent time trying to prove that I knew about it before taking out the policy. My diagnosis was on March 7th 2018 and I took the policy out in Sept 2017. I didn't know and my GP confirmed it, but not before Vitality caused me a huge amount of extra unnecessary stress on top of a devastating cancer diagnosis making me go to the GP to request documents to prove I wasn't lying. They later apologised and sent me flowers. If you do need a check-up for anything, Vitality is set up to make it difficult/time consuming to achieve 'approval' (I'm sure you will be familiar with the waiting message 'we are receiving a very high volume of calls at the moment, blah blah blah'). The last time I wrote a bad review on Vitality, they spent months trying to have it removed, reporting that I had made a mistake in posting to the 'wrong' company. If you are reading this it's because you are looking for Vitality customer's opinions. Here's my advice, don't buy a Vitality policy; it's better to put those ever-increasing premiums in a savings account of your own in case you need future treatment or find a less ruthless insurance provider who understands risk. Vitality will punish you and claw back any costs they incur in your premiums. No-one in their right mind would think that 25% year on year increases followed by a 41% increase is reasonable. Even Usay Compare who have handled my policy are aghast at the level of my premium increases. It's clearly a company strategy to do this as when I asked for the minor procedure permission, they had to warn me in a carefully worded policy script that any treatment I had 'would effect my premium'. So please bear in mind the following: insurance should always present a 'risk' for the company providing it. Some people don't claim at all. For example, my husband has not claimed a single £'s worth of treatment since we took out the policy ; hasn't even seen a doctor. Vitality don't offer him a discount for not making a claim, but they have penalised me excessively. My premiums have now totalled almost as much as any treatment received. That seems to be the aim/policy of Vitality. They don't take a risk with their customers, they simply claim back the cost of having you as a client by increasing your premiums. I'm in the process of renewing now with Bupa and I'm told my premium will be under £300 per month with continued cancer cover, just in case. I'm not remotely interested in hearing 'from the team' as Vitality have written below. Previous complaints over the years have all fallen on deaf ears; the level of premium increases have never relented but this year's increase will finally drive me away as a customer: I think that's what they've wanted all along but as a cancer survivor moving insurance is very tricky until you are at least 5 years cancer free. Reviewed on: 31st July 2023

Used to be good . . . . go elsewhere

We have had both company and personal health insurance with Aviva for over ten years and had very few issues at all with them. We switched to Vitality two years ago after an unsatisfactory experience with Aviva, and initially they were great. Not so much this year. One month after renewal we tried to make a claim and oh dear me . . . . over an hour on the phone, bounced from one advisor to another and then put on hold for 40 minutes before we hung up. Still trying to get the claim set up, now on a second call for 23 minutes and counting, back on hold . . . . Until Vitality spend money on the core services they sell to their customers instead of splashing millions on their sports and event marketing they should be avoided. I'd suggest going with Aviva or another provider. We'll be going back to Aviva when this policy expires. In my opinion Vitality are all about the image, and don't appear to give a monkey's about their customers. Classic old school aggressive sales, followed by atrocious product delivery. They don't deserve your money. They deserve to go out of business. Reviewed on: 6th October 2022

Vitality are crooks and amateurs

Absolutely shocking customer service. On the phone for over an hour every time I try and contact Vitality. Never any acknowledgment of correspondence- might as well be emailing or posting into the ether. The most amateur operation I have come across to-date. Clearly multiple people dealing with each claim so you get sent round in circles and get nowhere. Vitality go out of their way not to pay out while sending you on a wild goose chase. What a complete waste of time and money. I will tell everyone I know never to use vitality. They are crooks Reviewed on: 30th September 2022

Been a member for one week and that is too long

If I could give 0 stars I would, been on hold to vitality for over 2 hours… their customer service team are all absolute imbeciles Reviewed on: 7th September 2022

Good products

Excellent product and healthcare plan Reviewed on: 21st August 2022

Comprehensive cover is not so

Referred for urgent suspected cancer having had no previous cancer. The NHS is quicker than Vitality. No authorisation, no update, no accountability and hours on hold after three weeks. They know that it will be too late by the time they get back to you. Shameful. Be advised that you will have no safety net with this provider despite paying thousands for “comprehensive” cover. Save your money or spend it with the reputable providers to have peace of mind and care when you need it. The nice staff do not match the values of this company or of the managers, who could not care less about providing access to care in return for thousands of pounds and will ignore you. They are too busy inviting those who they know have had a good experience to leave positive Trustpilot feedback and these are generally new customers who have only spoken to the strategically-chosen very friendly customer-facing agents and have not yet experienced trying to make legitimate claims through the under-writing gate-keepers and management, who don’t seem do much at all and all the working from home seems to make them even less accountable. Avoid. Reviewed on: 16th August 2022

Extremely bad customer service

I have been trying to get information about two claims I have made over a month ago. I can not even track the status of my claims. On the phone, they are very hard to reach. Once reached, they failed to put me on the specialized claims team's line multiple times. I was promised a call-back multiple times, and I have not received a call yet. Absolutely horrible customer service. I do not believe they are genuine. When I complained, they told me they are busier than usual (they have the time to reply to complaints) but they still have not provided me any information about my claim. I think they have a big marketing & sales team, and they work hard to gloss over bad reviews on review websites, but the actual customer service has not been able to help me since over a month. Reviewed on: 15th August 2022

they never answer the phone so u cannot claim

awful service [email protected] Reviewed on: 15th August 2022

Fantastic all round

Excellent cover and the added benefits help keep me motivated. The points reward system is great for anyone active enough to do over 10,000 steps a day. Reviewed on: 14th August 2022

Stay away from them

They lure you in with "free" apple watch or "free" coffee but they are the worst when you actually need them. They will find every way not to treat you. You will wait for ages for them to call you even if you have an appointment. If they decide to offer a diagnosis of your problem, they will send you a looooong form via email that you need to fill print, sign, take to gp, and send back to them. Absolotely rubbish! Reviewed on: 8th August 2022

If I achieve one thing today....

It's putting off anyone joining this scheme. They are completely rubbish are only interspersed in your premiums. The virtual GP Service is a complete joke. Login at 08.00 to be told it is a 2 hour wait and now still a 50 minute wait at 17.30. The whole day wasted for nothing. Previous Physio experience was rubbish too. Reviewed on: 2nd August 2022

Do you have a different Vitality product?

Share your experiences with products to help others make smarter financial decisions and learn more about different products available. Write a review

Are you a business? Get insights, reply to reviews, invite customers and understand their needs

Alternative products

Health insurance
from WPA Health Insurance 1.57 from 28 reviews
Health Cash Plan
from BUPA 2.28 from 7 reviews
Health Insurance
from APRIL UK 5.00 from 2 reviews

Want to see more from Vitality?

Life Insurance
from Vitality 3.61 from 28 reviews
Car Insurance
from Vitality 2.00 from 3 reviews

View all products

Join Smart Money People

Keep up to date on ratings of your favourite businesses. Find out about our awards and write new reviews with ease

Create an account

News, guides and insight from our team

View resource hub