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Vitality: Health insurance reviews

Name: Health insurance
Rating: 1.77 (222 reviews)

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1.77

Based on 222 reviews, last reviewed 11th Aug 2026

No new 5 star reviews

in the past 90 days

100% increase in 1 star reviews

in the past 90 days

87%

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

Not impressed Despite confirmation from the consultant of a new condition, and Vitality agreeing to pay for the appointment, I have just been informed that they ma... Read more Reviewed on: 11th August 2026

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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 (222)

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

Not recommend Vitality!

If anyone is considering medical insurance, I definitely recommend BUPA. (I used to have BUPA Insurance - now VITALITY) Why no recommend Vitality: - if you have a problem, e.g. anemia or chest pain, and you have a referral from your GP for a chest X-ray and blood test - they will not accept the referral from the GP and you have to go to a specialist? But the GP doesn't know which specialist to get a referral for a blood test? I have a problem that I have been coughing for 2 months, I have chest pain and Vitality tells me to go to the NHS GP and they do not want to accept the tests that the GP ordered for me during a face to face visit. BUPA has no such problems. They refer you for tests if your general practitioner recommends tests. - I had a referral from a Gynecologist for a breast examination. Unfortunately, a referral from a Gynecologist is not acceptable. It has to be a GP? Bupa does not have such problems. However, a Gynecologist is a specialist who also examines the breasts and may order an ultrasound or mammography? - Very bad experience. Reviewed on: 22nd March 2024

If you struggle with mental health or may need help...

If you struggle with mental health or may need help with your mental health at some point do NOT count on Vitality. Myself and my partner have been with Vitality for nearly 4 years and have not claimed or used their service once. When my partner urgently needed to use their mental health services and book in a therapist (a service she pays for) I’ve watched countless hours wasted answering pointless emails, no responses and delays. A service you would expect some urgency on. No one has handled the case sensitively and we are still yet to recieve even a resolution since contacting them in December 2023, we are now in March 2024. I’m so upset and frustrated to watch this happen. They are not a company who cares about you as much as they portray. Simply do not offer a service you can deliver on. P.s - we are based on London and they have not been able to find 1 therapist. The largest city in the UK. It’s disgusting. Reviewed on: 11th March 2024

Horrendous insurance company.

Horrendous insurance company. Ne et pay the third party on time often meaning you have to fork out and then claim back which then turns into months of waiting to be paid leaving you still in pain and out of pocket! Easier to go nhs in my area and that’s saying something Reviewed on: 7th March 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

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