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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)

Never had a case of tonsillitis...

But they told me because I had my septum straightened that “it’s all connected”...as in ear nose and throat. The customer service is horrible, they are seeking just to not pay out anything- I would run for the hills, mo eh grabbing thieves! Reviewed on: 5th December 2018

Gimmicky and not fit for purpose

Fabulous policy with all the freebies and gimmicky app. UNLESS you actually need to claim which I assume you really want the policy for (as I found out to my detriment). Needed to claim for a unexpected heart problem but the completely useless and knowledgeless staff made the whole thing even more stressful. Repeatedly sending us round in circles with the wrong information. On one occasion they gave us the wrong phone number for a consultant 5 times. A complete joke at s time you need a smooth service. Don’t bother, Go with Bupa Reviewed on: 3rd December 2018

Service is a joke, & don't pay out claims!

Be aware that Vitality will try & get out of paying any claim. Read the small print, Their customer service is awful. I have had an ongoing complaint with them for awhile, they have accepted failings in the way they have dealt with my claim & offered me £10 in compensation. I was paying nearly £100 a month, what a Joke. I now wish to leave them & they want to charge me £40 admin fee!!!! Reviewed on: 27th November 2018

Keep reducing benefits

They keep reducing benefits. Every year they your benefits. Next year, you can only get 12 cinema tickets instead of the maximum 52 you could collect last year. The gym I wanted was. It in their list. The closest one was 40 minutes away. There is nothing extra by getting to tier levels. Awful customer service. Over priced. Avoid at all costs. Go with bupa or someone else. Reviewed on: 17th November 2018

Horrible

Wouldn't cover our 8 month old daughter who is on our plan to see an allergist for food allergies despite her now having 3 allergic reactions to different foods and her gp filling out her claim form. Waste of time, waste of money, fuelled by greed and regret not just paying out of pocket for the whole allergies thing than wasting a month dealing with these idiots and compromising my daughters health. Reviewed on: 12th November 2018

Terrible customer service and customer portal

Customer service experience was very poor... I had to use facebook messenger, and then they used the full 24hr commitment to respond to my questions, but each time only requesting just a little bit more information so they could reset the clock.. no resolution came A company that is all about the marketing and little on the service - the customer portal is constantly having technical issues and is extremely difficult to navigate - lacks intuition. Cancelled our cover, but not before an overly aggressive attempt to change my mind by their cancellation team Reviewed on: 12th November 2018

Dont fall for Vitality Cheap quote, they never allow your claim to see specialist.

They got good marketing which tempt you to take Vitality health insurance. but, the moment you claim, they give some 20 pages sheet to fill by yourself and also GP. they gain take weeks and week to review this. I was with AXA for earlier for 7 years, which is too good compare to Vitality. AXA guys will not trouble with extensive documentation, they only refer to GP referral and pass the claim. I am the real victim of Vitality, when i claimed for my son. Kids will have repeat issues and these guys will try their best to reject the claim. i still repent now, why i left AXA. you will only value the real good insurance company when you move. Reviewed on: 2nd November 2018

THEY WILL NEVER REFER YOU TO A SPECIALIST

Vitality is literally THE WORST company I have interacted with in my life. THEY WILL NEVER refer you to a specialist, telling you that you need to go to a public practice first, EVEN IF YOU HAVE SYMPTOMS THAT ARE INTERFERING WITH YOUR DAY TO DAY LIFE. Appalling company Reviewed on: 23rd October 2018

Absolutely Pointless Waste of Money

I have now tried to make 3 claims for 3 different operations, all of which have been refused because they "don't normally cover that" and my policy is not a basic one. I have had issues with my eyes, teeth and now my ears (I am totally deaf at the moment but having an operation tomorrow to resolve). I have spent almost £10,000 in the last 3 years or so and have had to fund it all myself. I am furious at the moment, given that I've just continued to pay the premiums each year and it appears there is so little they will actually cover. Don't move to them, there is just no point. Just trying to find an alternative. Reviewed on: 4th October 2018

NEVER SWITCH TO VITALITY

DON’T SWITCH TO VITALITY IF YOU HAVE ACCUMULATED NCD WITH ANOTHER INSURER. I was with AXA for 5 years until Sept 2017. Vitality matched AXA’s policy and renewal (65% NCD) to £420. A year has passed and Vitality’s renewal came through at a staggering £684. I made a complaint. I informed Vitality that they miscalculated my premium. According to their renewal pricing policy, my premium was due to increase by 3% not 63%. Their response was, and I quote: “A concessionary one-off £200 write-off was applied to match your previous providers terms. The implication of this is that the write-off stands for a 12 month period, but then at renewal, without a concessionary discount applied, the premium returns to its original price to calculate the next renewal.” Am I only one that finds that incredibly bizzare? Here’s something from Vitality’s own website about renewals “Q: Will I keep my no-claims discount if I switch to Vitality from another insurer? A: You may still get an equivalent discount when you join us. You’ll need to send us your renewal quote and certificate of insurance. Then we’ll look at how many relevant claims you’ve made, and how long you’ve been insured.” (Read the rest at: Vitality.co. uk/health-insurance/renewal-rates/) What they don’t tell you, is that the discount will not apply the following year. My argument to Vitality, is that if I had known this, I would never have switched. My renewal today with AXA would have been in the region of £450-£470. A like for like policy for Vitality’s £684 equivalent. These tactics are disgusting, unethical and immoral. It’s a ploy to rob us of our hard earned money and years of NCD, in order to fill the pockets of the top level hierarchy. Vitality’s renewal policy is apparently based on what is called the ABC model, created by Vitality themselves. Here’s what Neville Koopowitz (CEO of Vitality), says on their own website about this model: “We believe that no member should ever be surprised when they get their VitalityHealth renewal, which is why we have introduced the ABC model, a groundbreaking approach that sees the effects of age, medical inflation and wellness engagement combined to deliver a fairer, more intuitive and transparent pricing structure.” Vitality.co. uk/media/70-percent-of-pmi-policy-holders-do-not-understand-ncd/ This ABC model should be called the CON model. And someone needs to teach Neville his 123’s, because a 3% increase does not add up to £684. Reviewed on: 28th September 2018

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