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Vitality: Health Insurance reviews

Name: Health Insurance
Rating: 1.43 (207 reviews)

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1.42

Based on 207 reviews, last reviewed 20th May 2025

No new 5 star reviews

in the past 90 days

33% decrease in 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

Terrible customer service. Shameful. Terrible customer service. No one has any idea what is going on. I've been in an endless back and forth loop for 6 weeks with Vitality and my GP tryin... Read more Reviewed on: 20th May 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.

Vitality Health Insurance reviews (207)

Review of the Vitality, Health Insurance:

Just an awful joke of a company: pretending to be a private health company

Just an awful joke of a company: pretending to be a private health company... I had an awful catalogue of disasters with this joke of a 'health insurer'. Their private GP I used with them: 1. one appointment the GP never made the appointment! 2. 2nd one: they were 30 mins late Complained: they came back to me on my complaint FIVE months later (regulated timeframe is 8 weeks), didn't even apologise for the delay. Then admitted liability for a non compliant complaints process -but then refused to pay compensation! Cancelled my policy straight away thereafter (it's insurance: so you can cancel at any time: just use the cancellation email address at: [email protected]). Taking them to the ombudsman now. Advice: avoid at ALL COSTS this joke of a 'health insurer'. Not to mention their not answering the phone after one hour every time I called them! Reviewed on: 3rd May 2023

I believe I was mis sold my policy this year, I was...

I believe I was mis sold my policy this year, I was told there would be new benefits added which influenced me to renew however over 6 months later there haven't been any new benefits, in fact, more and more benefits are being removed. Also, at renewal, the only offer they made to me to reduce a premium - after 30 years with Vitality with no claims - was to increase my excess. Reviewed on: 23rd August 2024

The premiums are reduced if you keep active which I...

The premiums are reduced if you keep active which I love Reviewed on: 23rd August 2024

In this past insurance year I have gone through a ve...

In this past insurance year I have gone through a very serious health issue. Vitality have approved all my specialists, sometimes within minutes, having gone over and beyond to provide me with expert health at what was a very difficult time for me and my family. Insurance is something we have, not because we want to use it, but for that often surprise, perhaps catastrophic moment, when we need it; I am so greatful to Vitality for their part in getting me to see the specialists that I needed. Reviewed on: 23rd August 2024

Had a sky accident and they cared

Had a sky accident and had to have a knee operation. Vitality was phenomenal in all the aspects: from booking visits, to choosing of the surgeon and after care Reviewed on: 23rd August 2024

10 months of suffering

My daughter (23 years old) went through terrible experience with vitality. 10 months of calling, emailing, multiple forms filling (NHS GP) that resulted in coverage denied Reviewed on: 15th August 2024

False advertising, robotic and useless customer service

My experience with the Vitality rewards system, customer service, and technical team has been disappointing. The system, which rewards points on a weekly basis, is fundamentally flawed. To begin with, I encountered issues with account management. Despite having a previous account over two years ago that should have been deactivated, it remained active, causing problems when linking to my new account. This took two weeks to resolve. The system’s performance is unreliable. Points sometimes take hours to appear on the app. Since June 20, 2024, my rewards system has stopped working. I reported the issue a week later, and now, almost two months on (August 2, 2024), the problem remains unresolved. Customer service has been unhelpful, refusing to provide a timeline for resolution. A company that relies on a non-functional rewards system as a means of advertising itself and employs an ineffective technical team to address issues can only be seen as disingenuous. This experience has been frustrating and disappointing. I have my plan as a work benefit and, fortunately, have not had to use the actual health insurance, so I cannot comment on that aspect. However, if you are considering health insurance to pay privately and are judging by the unresolved technical issues and lack of care, I would recommend seeking alternatives. ______________________________ An update on this review: is now 4 days since I wrote a review at TrustPilot. "Lisa" was very quick on responding to it publicly but solving nothing; another email addressed to their customer service on the same day, nobody has bothered to actually contacted me or, much less, provide a solution for the case. That really concerns me for when I actually need to use the insurance for something more seriou like a health issue. So, that said, I re-iterate the advice to seek private health insurance elsewhere because Vitality is not fit for purpose. Reviewed on: 10th August 2024

Wow. Complete scam.

Wow. Worst scam ever. I have been thrown left, right and center to receive ENT treatment that I have been desperately trying to obtain for over a year. Let me take you through the terrible process, which in the end left me to seek private, self pay treatment at a Harley street ENT clinic costing me £1000 out of my own pocket. So, over a year ago I contacted their “Vitality GP” service multiple times thinking that this acts as a GP - one would assume that, right? At first I thought, great easy access since the waiting times and lack of continuous treatment was my experience in the NHS so felt positive of finally getting somewhere with my throat pain and chest pain. Following “consultations” with GP’s they all agreed that I needed further assessment and said that I would receive a notification on what steps to do next. I got one saying that I needed to fill out a VGP form - this is a form where I write my symptoms and there is another section for the GP to fill out. I asked if the vitality GP could do that but no. They were only a free service provided by vitality. Fair enough, scam. I tried to book in a consultation with NHS GP (again what’s the point in this if I have to go through NHS anyway?) but due to waiting times of months and the severity of my symptoms I decided to use DocTap - a private GP service which I found on the Vitality Care Hub, which gives a discount to use, which obviously made me believe that they would be accepted. I self-pay £64 for a DocTap GP assessment and they refer me to both ENT and Respiratory. I bring these referrals to Vitality and are you ready - they do not accept referrals from private GP’s. It’s honestly laughable at this point - I have spent £74 (and increasing rapidly) every month for over a year, however much time and emotional labour and now £64 for a GP appointment found on THEIR care hub to be told that it’s not accepted. Again, scam. My symptoms are so bad that I actually fear my life. I urgently call NHS 111 for a GP to urgently speak to me so I can get the ENT referral. Thankfully, I get a same day appointment with an NHS doctor and she is great - she goes through my whole medical history, talks through my symptoms and recommends me to really see an ENT doctor. I tell her about how Vitality needs a GP to fill out this simple form to which she says that GP’s can’t do that through “general consultation” and that I normally would have to speak to support to find a GP to fill it out as it takes some time etc. The waitlist for this is MONTHS. She says that I need private support and says that normally what insurance providers need are referral documents stating everything in the form (the GP also worked with Bupa and she said that was the case there) and that should be fine. So she sends me 2 separate, signed letters with all information about my symptoms, medical history, request for private health care - everything. I send an email to [email protected] because that’s what they said - I send an email with both referrrals from private GP DocTap, I send referrals and a medical letter from my NHS GP. I call them and say that it’s urgent and guess what - they cannot accept referrals from private GP’s. Clearly, she had not even read the whole email. I then say that I know because they had already rejected me once and that I had give through the stress and work of getting urgently seen by a NHS GP to obtain this and she says well, if it’s not in the VGP form then we can’t accept it. Scam. The form is the simplest of all - it seems like a way to prevent people to make claims. The exact information they need for their “form” is in the referral letters I got from both private and public. i can’t believe the stress I have experienced and money they have taken from me. Run. Today I came back from the private clinic where I was seen, had a procedure done, got bloods and had medication for £1000. I enquired about my ENT appointment Friday evening and was seen today - Monday. I could have spared myself the stress and paid half as much by just going private without insurance from the start. Reviewed on: 15th July 2024

Don't use Vitality unless you are really fit!

Vitality Health charges rapidly increase year on year. Their attitude to moratorium related issues is just a scheme to ensure you don't claim. there is no room for any flexibilty whatsoever. Reviewed on: 21st June 2024

You probably aren't covered...

I discovered a lump on my nose and following an online consultation with a vitality GP I received a form for my GP to complete, confirming this wasn’t a pre-existing condition. My GP charges a £35 fee and has a 12 month backlog for completing these kind of forms. When I contacted Vitality this was dismissed as being in the, ‘terms and conditions’ I signed up to. Complete waste of money. I am having to go through NHS anyway. If my nose lump is assessed as benign I will definitely be changing insurer. I should also add that Vitality could easily request my medical notes to confirm that this is not a pre-existing condition. When I spoke with their telephone operative she advised me they often get these forms back from GPs incomplete or even blank. This to me seems like a cynical tactic to prevent people making a claim. Reviewed on: 29th May 2024

Vitality are VERY good at talking your money - BUT

Vitality are VERY good at talking your money - BUT when you need them they are impossible to contact. Kept waiting for ages on the phone and then transferred to yet another section - had to explain all over again -my advice - AVOID VITALITY - RUBISH CUSTOMER CARE! Reviewed on: 28th March 2024

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