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Vitality: Health insurance reviews

Name: Health insurance
Rating: 1.43 (218 reviews)

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1.37

Based on 218 reviews, last reviewed 27th Nov 2025

100% increase in 5 star reviews

in the past 90 days

600% increase 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

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 rais... Read more Reviewed on: 27th November 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.

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Vitality Health insurance reviews (218)

Don't try to claim

Bad experience trying to get any treatment paid for. Back issue took 6 weeks before actually being referred to the specialist in person. Go with other insurance company. Reviewed on: 28th January 2021

Beware. Vitality does not recognize Covid as a serious illness

Beware...Vitality does not recognize Covid as a serious illness.. I was recently been hospitalized due to Covid 19 for 16 days in Frimley Hospital. Vitality called me and said they don't recognize Covid as a serious illness thus I won't receive any help. It's 2021, thousands have died. UK went into national lockdowns and still Vitality does not recognize Covid as a serious illness and will not help you. Avoid this company as they are a joke. They will not help you in times you need help. Go and search for better insurance companies. If you get Covid you will not receive any help. I learned it the hard way. Reviewed on: 19th January 2021

I am having to send bills to the patients

I am a service provider for Vitality. They send me patients to see and then do not pay the bills. As per rules and regulations of any hospital, if the Insurance company does not pay, the bill gets passed on to the patients. So the patients land up paying at the end, although they are insured with Vitality. Nowadays you have a wide choice. Please do not choose Vitality. Problem is that Vitality offers very cheap deals to the employers to get all their employees covered. Please be aware, you will get the invoice through your door after you have used private healthcare. Reviewed on: 11th December 2020

Poor costumer service

I tried to get a quote for health insurance from Vitality and the advisor I got connected too was extremely rude and unhelpful. I was keen to get insured with Vitality but this experience made me really sceptical now. If the treat potential costumers like this, how do they treat existing costumers? Really disappointing.. Reviewed on: 28th September 2020

Shocking

Smooth talking salesman but when you need to claim it’s like walking on glass no help when you need I Reviewed on: 19th September 2020

Poor user experience and customer service

While the cover seems perfectly reasonable the customer journeys are completely inefficient and make little sense. I regard myself as intelligent and technically savvy individual and yet i'm constantly messaging vitality on where to access info, how the benefits work complaining about information not making sense. - Very poor customer service experience, the call centre staff sound as if they have had any training in medical terminology and are generally unclear. Previous insurer used to by AXA PPP and the staff were always professional, discreet and knowledgable. - Overall vitality feels cheap and don't think the perks outweigh the awful customer experience. The last thing you need when dealing with a medical claim is to be confused or treated like a number and that's exactly how Vitality make you feel. Reviewed on: 7th September 2020

Lack of customer care, poor culture

I thankfully have had no health issues requiring Vitality usage but am really frightened that if I did I will be met by the same level of lacking customer care as in all other respects - they are hopeless. During the course of many dealings on points, fees, data and apps I have found the general tone to be unhelpful, not speedy, occasionally confrontational and belligerent - especially from the social media side. What oozes out is a culture that regards the customer as a burden, something to be tolerated or dismissed. I have concluded that it is all-pervasive and am considering options as I hope never to be in a position of health vulnerability with these people and this culture existing. Reviewed on: 19th August 2020

Horrible horrible horrible

Go away from Vitality!!! They are a shame! every month paying and paying and when you really need them they do not help at all, they only give you their back. They are thieves, they don't care about the service or helping their clients at all. GO AWAY FROM THEM!!! Reviewed on: 13th August 2020

Sad to have to leave this scathing review!!

I am sad to have to write a review that contradicts my earlier review.. I still feel the same with regards to the service received by Vitality however this current unprecedented year I have been totally disappointed in them as a company!! They have absolutely NO idea what their clients needs have been..this year when things have been so uncertain with deaths to the pandemic, job losses (with many more to come!) What has their response been?? The company have provided us with coffee vouchers for Waitrose, exercise videos and such like!!! What have companies like AXA and BUPA done for their clients ( This I can tell you for sure as my partner is with AXA and a member of my family with BUPA) AXA have a two month holiday on their premiums for 2019 and thereafter a further two month holiday for 2020, if this alone was not brilliant they went on to waive the excess of £500 because of covid! ( proof of all I have) BUPA too came through for there clients on premium holidays. When challenged about this Vitality offered my £250 a day if I caught Covid.... Reviewed on: 7th August 2020

Shocking! Dismal

I have life insurance for my wife and I, since September 2018. From the start, I have tried to show that my health and lifestyle are geared towards wellness. This was the basic premise for going Vitality over other insurers. Prove that you stay fit and healthy, then earn rewards and reduce your premiums. In reality, the system (driven by the app) fails dismally!! Not allowed to track workouts with Samsung devices. Supported device list is minimum and forces you to change your platform. Not flexible nor accommodating of customer needs! If their business model is built on the Discovery model from South Africa, then they have failed horribly. Definitely not customer centric!! Reviewed on: 8th July 2020

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