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Vitality: Health Insurance reviews

Name: Health Insurance
Rating: 1.44 (205 reviews)

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1.43

Based on 205 reviews, last reviewed 20th Feb 2025

No new 5 star reviews

in the past 90 days

No new 1 star reviews

in the past 90 days

10%

88%

Latest highest rating:

5

Very quick to arrange treatment Very quick to arrange treatment operation arrangements made MRI and consultant excellent great customer service Reviewed on: 4th September 2024

Latest lowest rating:

1

Poor customer service. Poor customer service. The agents are friendly and try and help. but then the systems are updated, but this is not reflected in the online portal, so ... Read more Reviewed on: 20th February 2025

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About this product

Vitality health insurance gives policyholders access to video GP appointments and online mental health support. By staying active, customers can earn rewards like gym membership discounts and fitness trackers. There are a range of additional add-ons to enhance your policy such as hospital choice, out-patient cover and optical, dental and hearing cover.

Choosing the right health insurance policy for your needs can be difficult with so many providers on the market. Our Vitality health insurance reviews can give you valuable insight into life as a policyholder.

Find out how long customers have had their policies with Vitality, and how satisfied they’ve been so far. Learn how policyholders feel about the price of their policies and the amount of excess they have to pay. Do policyholders feel these prices are fair for the amount of cover they have? Find out how easy it is to claim on Vitality’s health insurance and how quickly claims are paid out. Learn more about the rewards available. Read about experiences with the video GP appointments and Vitality’s customer service team. Make an informed decision when choosing your new provider by reading our Vitality health insurance reviews.

If you have a health insurance policy with Vitality, share your experience with our Smart Money People community. Why did you choose Vitality as your provider and have you been satisfied so far? What sort of illnesses and ailments are and aren’t covered under your policy? Did you opt for any additional extras? Have you made a claim, and if so, how quickly was it paid out? What features of the policy do you like the most? Is there anything you feel could be improved? Write an honest Vitality health insurance review today. Together, we can help people like you make better financial decisions.

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Vitality Health Insurance reviews (205)

They are a snakey insurance company; they don't have any regard for healthcare

Vitality have designed their process and technology to frustrate the process of making a claim. They are awful, and cover up their general awfulness by offering an average loyalty scheme. My company unfortunately hasn't done their research , and chosen them as a provider - hopefully I can convince them to move on to superior providers Reviewed on: 25th October 2019

AVOID VITALITY AT ALL COSTS

AVOID AT ALL COSTS FOR INCOME PROTECTION INSURANCE. This company has been a shambles from the beginning. I took out work related income protection insurance with this company several years ago. I have had to make a claim due to having a herniated disc in my cervical spine (neck). I put the claim in, in July, I have just received notification that they wont be paying out as I had previously visited my GP with muscular problems in my neck which they deem, my now spinal issues, are a pre-existing condition. This is despite my GP writing to them to say that in his opinion the disc/spine issues are not related to the muscular spasms in my medical history. They have kept me dangling for months making a decision, all the while fobbing me off that my case is "with management". Their customer service is in South Africa and despite one of their staff being adequate, the rest are not, and as previously stated you just keep being told that everything is "with management". I took this insurance out in good faith that if I should ever become incapacitated and unable to work then I would be protected. It seems they are having trouble seeing that my injury even though located in the neck, is a spinal injury. In my opinion, should I have presented with a disc herniation in my lumbar spine, then there would have been no room for ambiguity. Unfortunately for me as the part of the spine affected is in the neck, they are lumping this in with a previous muscular problem. Why they have taken since July to now to come to this conclusion I do not know, at one stage I was phoned by their representative to tell me it was just a case of them "dotting the i's and crossing the t's" and I would then receive my monies from the claim. Apparently, the case then went back to the infamous "management" and it has now been decided not to validate the claim, instead they sent me a letter saying they would be rewording the terms of my policy. What? Really? You think I am going to stay with you now? No way!!! Bring on the necessary paperwork and let us see what the Financial Ombudsman says. As far as I can see, they have used delaying tactics to try and wiggle out of paying the claim, as all the while they are stalling, I am still paying the monthly premiums. DO NOT USE THIS COMPANY FOR INCOME PROTECTION as they will try and wiggle out of paying a claim. I am now facing major spinal surgery and along with the stress of the surgery I am now having to worry about my financial situation when I thought I would be protected in the event of being unable to work. This is a total disgrace to put someone facing a major operation through this, they have stalled, delayed and finally wiggled out of paying. They are an abomination. Reviewed on: 22nd October 2019

Perfect when needed

Just gave them a call , got immediate appointments for tests. Efficient and caring, Reviewed on: 21st June 2019

Disappointed

VERY DISAPPOINTING!!! I have never written badly about any service or company online previously, however, I am currently so disappointed with Vitality’s service that I feel compelled to do so now and to warn others. I have so far been to see all the consultants given to me, albeit rarely convenient or close, I have put up with the time delays in authorisation and waited patiently. However, when you think it’s all going smoothly, once again they delay, in preference of choosing a cheaper alternative, rather than a logical one further delaying my treatment and at now a serious detriment to both my health and professional livelihood. Once my current case concludes I will not be renewing my contract with them. As I say, extremely disappointed. Reviewed on: 29th May 2019

Avoid - if you think you are paying for your piece of mind, think again

I would recommend to whoever is considering to avoid, I spent many thousands in premiums, signed my whole family for years & then when my baby needs to quickly see a paediatrician - they deny it putting her at risk to save themselves 150 pounds consultation cost, but they were happy to charge me over 5,000 pounds in premiums prior to that - so if you think you are paying for your piece of mind, think again, they will not cover you when you need it, better to check other companies or just save that money & use when you need to see a specialist. Plus very very poor customer support Reviewed on: 22nd May 2019

Fancy E-mails - No Substance

Dreadful service, no follow up, very hard/impossible to speak to anyone. Constantly sending e-mails with offers and promotions that offer no real value to the so called "member", all they achieve is creating alternative revenue streams for Vitality whilst acting under the pretence that they have your best interests at heart. I notice how they have purchased half of the front page of Google to prevent the ever increasing bad press being freely accessed by member of the public.. Reviewed on: 16th April 2019

Member for 11 days too LONG !!!!

AVOID!!!!! This is one terrible company. I joined 31st March 2019 and left 11 days later. Worst customer service I have ever experienced. I called Vitality to change my subscription package as this was within my ‘cooling off period’ which you think would be a simple process but No !! I was constantly fobbed off by different members of the call centre staff, passed from team to team telling me their systems are down or I can’t deal with that directly, they don’t reply to messages / emails, they kept me on hold for ages, they said “we’ll call you back tomorrow” which they never did and when I almost thought I got through to the right team/person/miracle, they cut me off. I spent a total of 145 minutes in 5 days on the phone to Vitality and in the end just gave up and cancelled. AVOID!!!!!!!! Reviewed on: 13th April 2019

I found out from several sources vitality is de-registering doctors / physios

I found out from several doctors that Vitality is de-registering doctors like crazy and rejecting them from their books. There are no reasons and this is across the board. Absolutely dreadful as it means they won't pay for treatment at all. Reviewed on: 19th February 2019

A rip off

Dreadful. Do not use them if you can avoid it. They are constantly trying to scam me out of benefits. Their app crashes (I think it's intentional.). Yes they give you a bunch of free crap like movie tickets. But don't be fooled. They will do anything to avoid paying for your healthcare. Anything. Not to be trusted. Avoid, avoid, avoid. Reviewed on: 4th February 2019

Appalling customer service

Patronising and cheeky call handlers. Complete nightmare to get through to the right department on the phone. Multiple key-in options, over and over and over. It's like being lost in a maze. And when you finally get to speak to a human being, you are told you are at the wrong department and transferred back to the end of another queue. Again. And again. And again. All that and they wont even part with their money. AVOID. Reviewed on: 9th January 2019

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