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Vitality: Health insurance reviews

Name: Health insurance
Rating: 1.43 (219 reviews)

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1.36

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

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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.

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

The Pits

This company seems to concentreate on its' wellbeing and rewards side of things more than its' health cover service. I regret switching to them two yearss ago and have just closed our accounts with them. Hard or impossible to open a claim via the website and one is faced with interminable delays when trying to phone to speak to a human. If you do eventually get through, you are passed from pillar to post (more delays!) and helpful advice is non-existant. Caring they are not! Reviewed on: 26th May 2022

Terrible - don't waste your money

I've literally just cancelled my direct debit today. I have been with vitality for a year. I needed to see a Vitality GP, fully booked.. Tried the face to face GP service at a £20 fee, appointments in central London only could figure out how to progress with this so phoned customer service for advice, 73 minute wait!. Called the GP advice line, not available. I mean really whats the point. I got an appointment with NHS GP. Don't go near, try other Health Insurance providers. The service is non existent with this lot! Reviewed on: 19th May 2022

Awful customer service

I’d rate 0 if I could. 1 star is too luxurious for them. The App always sends you to the website but the website doesn’t work properly. There are so many 404 page not found links. You wouldn’t find the info you want to find and end up having to call the customer service which you would have to wait for ages. My husband lost his job so we couldn’t afford to pay for the insurance anymore. I called in to cancel it. The woman on the line was so rude. I was told that the policy was cancelled and we wouldn’t get charged for the next bill. I still got money taken out. It’s been nearly a month, still no money refunded. Email customer service and no response….. Reviewed on: 2nd May 2022

Terrible customer service

Good healthcare - if you can get through to them. Just all round shitty customer service. Poor website, hard to get through - phone lines a mess. They deserve all the poor reviews on here Reviewed on: 29th April 2022

Terrible customer management and service

If you get this health insurance you are on your own. For example for a physio session you will be obliged to call them as their website is useless and will prevent you from getting a authorisation code at any cost. When you call them you will be bouncing around different departments and been asked the same details on an on with very little help. I suggest you spend some more money and get a proper insurance like Axa or similar Reviewed on: 13th April 2022

I have waited 9mths and my claim hasnt even been processed yet

I logged a call for a back injury back in August 2021, it is now April 2022, they still havnet processed the claim for approval! my status says still awaiting pre approval form from my GP who has sent it in 3 times. also I go to the gym 3-4 time a week, form 30min hiit classes plus 1hr of weights and hike 12km most weekends. I still have a bronze status and dont even qualify for a free coffee! i cannot get through to anyone, the call wait is 31 members in the queue, no response to 5 emails and the only time i did get through on the phone, the phone call cut out and nobody called back. this company needs investigation Reviewed on: 6th April 2022

long queues, clunky old website and app, poor customer service, unreliable phone lines

I would provide a rating of 0 if I could. This has to be the worst customer experience in my entire life. They are almost designed to make sure people do not ask for help. What an amazing business model for a medical insurance company! Reviewed on: 21st March 2022

Absolutely useless

MIght as well stick to your GP or A&E. Their process takes forever, no-one is available quickly to authorise any care. Avoid at all cost. I've been with them for 2 years and my attempt to claim has been an awful experience. Reviewed on: 16th March 2022

Very Bad Company !

horrible critical illnes policy ! Reviewed on: 16th March 2022

Avoid

8 weeks on since my initial consultation with a Vitality GP I am still waiting on a referral, enduring one of the most complicated claims processes I can ever recall. The NHS would have seen me within 2 weeks. You simply cannot rely on these people when you need them. Reviewed on: 7th March 2022

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