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Vitality: Health Insurance reviews

Name: Health Insurance
Rating: 1.44 (205 reviews)

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1.42

Based on 205 reviews, last reviewed 20th Feb 2025

No new 5 star reviews

in the past 90 days

50% increase 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

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.

Vitality Health Insurance reviews (205)

Review of the Vitality, Health Insurance:

Poor comms - nice App, Broken Promises, Broken Trust.

Broken Promises, Broken Trust. Don't be fooled by the flashy rewards app! While they offer lots of incentives and rewards, their actual insurance is a nightmare. They make claiming incredibly difficult, and their customer service is appalling. The claims team makes promises to write back with information but never does, leaving you in the lurch. My experience has been incredibly disappointing. For the business medical insurance we had purchased, as a director, I wish I had picked an insurer that values communication and honours its commitments. As a business owner, I feel we've gone down the wrong road in selecting Vitality for the company's medical benifit. Reviewed on: 20th November 2024

PLEASE USE ANOTHER PROVIDER ....THIS ONE SUCKS

I had surgery on 31/01/24 through Vitality .Their accounts team are really dreadful , it takes ages to get through and then when you do they assure you that the problem is sorted but never is. I'm owed £219.30 as my excess is £250 and I paid £469.30 .I have managed to speak to someone at Vitality 5 times and nothing happens Reviewed on: 28th February 2024

Pointless health insurance.

Pointless health insurance. We spend tens of thousands of pounds on Vitality, and nobody seems to be able to use it. They make it impossible to book appointment, and send reimbursements BY CHEQUE. They think of the worst possible ways to put hurdles in front of you when you are sick, so you end up paying out of pocket. Reviewed on: 12th February 2024

Diagnosed with cancer - Vitality refuse to help.

I was diagnosed with cancer on 18th January - my life fell apart. A tumour was blocking my colon and needed urgent surgery which NHS could not schedule so I asked my insurers of 5 years for help. The need to have my GP fill in a form was their first delaying tactic and knowing how hard it is, and how much time it takes to get such a thing through a GP surgery, it was clear this would not be easy. In great pain and stress I travelled to my Doctors and waited over 6 hours for the two appointments necessary. The doctor confirmed I had not had any previous diagnosis or symptoms to even alert them to the seriousness and I returned with, and sent in the forms. Now it has been rejected a second time for 'further investigation' and they are unable to tell me who I can speak to, what the process is or how long it might take. It genuinely feels like they are hoping I have an emergency downturn which sees me ambulanced in and NHS surgery which will avoid them paying; the complications that would come with having this dealt with as emergency rather than scheduled are life threatening on several levels. I have explained that their unhelpfulness could cost me my life and the reply was that someone would call me in due course. If a vet treated an animal like this they would be closed down and yet somehow they are allowed to use a process which could cost a person their life and just fob them off until they die or the problem goes away from impacting their targets and profitability. I have a solicitor involved now so even if I 'go away' this will make news headlines. Reviewed on: 30th January 2024

Relies on NHS, so actually slower overall.

Relies on NHS, so actually slower overall. Had vitality physio that didn't improve my condition, asked for further help and I was told to get a referral from my GP before it could be progressed. My wife had the same with a knee injury. We thought private healthcare would replace the NHS, not rely on it. Total waste of money. Reviewed on: 24th January 2024

VERY VERY VERY POOR SERVICE!

VERY VERY VERY POOR SERVICE!! VERY VERY VERY POOR SERVICE!!! - AVOID AND MOVE YOUR HEALTH CARE IMMINENTLY!!! Sadly this is now the second poor customer journey I have experience since using vitality, once first hand but more recently with my wife. It's safe to say Vitality is not geared up to help you... yes, they drum loads into advertising, offer you a free apple watch and sponsor football stadiums... but when you need them... for your health... they're not there and put you through hell. My wife's experience: She contacts Vitality regarding throat issues, they (online vitality doctor) suggest her tonsils need removing and provides a list of specialist she should contact. My wife contacts and has an appointment with a throat specialist from Vitality's list they provided, who states my wife needs her tonsils removed. After booking the appointment, and rearranging her work schedule, as she's self employed, Vitality write to confirm they do not agree with the specialists decision to remove my wife's tonsils and therefore refuse to cover her operation. NOTE: that vitality disagrees with the decision's a specialist THEY REFERRED my wife to, not someone my wife found. Vitality maintained their decision until the Director of the business who covers my wife, called vitality, partly due to the renewal date approaching, where they agreed to cover my wife!!! coincidence???? was it the treat that two business were prepared to move their private health care else where, which prompted vitality to suddenly change their mind??? Nonetheless, damage was done.... Vitality caused weeks of STRESS... and UPSET.... for what??? Vitality are a joke... and because I have decided to report them to their regulatory bodies, they now what to bribe me with £250.00 for redress!! No thank you One of the most concerning parts was I had communicated with the Office of the CEO via their email (officeoftheceo@vitality), where I communicated with very dismissive and rude individual, whom in my view should be setting an example and leading from the front... instead, they are setting a disgraceful exsample. As mentioned, this was not my first negative encounter with vitality, therefore proving they're will do anything in their power to find a loop hole and avoid supporting their customer health needs. SHAME ON YOU VITALITY.... I strongly advise anyone against viatlity and suggest Bupa as a far more suitable health care provided!! Reviewed on: 23rd January 2024

not a real health insurance really.

not a real health insurance really. they specialise in providing gadjets, vouchers and coupons. when medical health is needed, they're not there for you. flew abroad for treatment in the end, far easier and less hassle. Reviewed on: 10th January 2024

Utter shite

Doctors service online means nothing as you still need to see your own GP. Didn’t send forms as promised Treatment then based on yet another level of assessment. Returning to BUPA as soon as I can. Utterly rubbish Reviewed on: 12th December 2023

Horrible company to deal with

My experience with Vitality has been nothing short of frustrating. From the very beginning, it became evident that their primary goal is to find any possible loophole to avoid fulfilling their commitments. Dealing with them has been a constant battle, as they consistently attempt to wiggle their way out of honoring claims. If your employer is providing this as a benefit, it is better to refuse it or you'll be paying benefit tax for absolutely nothing. Reviewed on: 12th December 2023

Pointless

Herniated a disc in my back in Feb 2023. After months of backwards and forwards regarding the claim and gp statements I was told it was denied due to a pre existing condition back in 2001 when I went to doctors for back pain. Reviewed on: 22nd November 2023

Confusing policies, dishonest behaviour

I was initially very pleased to be their customer and signed up for myself and my daughter. In their policy it is stated that they provide "full cover for talking therapies" which was made clear to me both in written and over the phone. As a matter of fact, this was one of the reasons why I subscribed. When I raised a claim they said they will not cover anything before the 1,000 excess - even if 'My plan benefits' clearly states otherwise. I raised a complaint to no avail. Even if the amount claimed is insignificant, It seems that they are challenging their customers' intelligence by making up unimaginable excuses to avoid honouring the agreement. On the positive side, their representatives are kind and educated. I am raising it with the financial ombudsman now and in the search of a new provider. I really wish it hadn't turn out this way. Reviewed on: 14th November 2023

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