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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)

Abysmal!

Utterly atrocious!! Do not waste your money on a policy with vitality. They are the worst health insurance provider on the market. When you sign up they sell the idea that they make it easy to make a claim, it can be done through their online free GP service, which isn’t true, even if you have a referral from your NHS GP they pick holes in that and you end up in a back and forth between them and the GP trying to satisfy their extensive list of reasons not to approve the claim. It takes so long you may as well wait for the NHS appointment and save yourself the money! Reviewed on: 31st May 2023

DO NOT GO NEAR THIS COMPANY!

I would actually like to put -10 stars, but I had no other options but to put a one. Please do not waste your money on this company, which only delays giving you permission to see a doctor. You have to provide an obscene amount of paperwork just to be seen by a doctor, and in the end I still could not. I have finally cancelled my membership and have asked for a refund but now have to go through the painful process of waiting for their response. Again they are delaying this. If they do not refund me, I have warned them that I will go to the ombudsman. In the meantime, I would suggest that nobody touches this company as you will encounter the same problems as I have. I have had to make my own appointments with private doctors, and ended up paying for them myself. What an absolute waste of money! Please, please do NOT go near them! Reviewed on: 25th May 2023

Good Offering - lousy execution

Long time to answer phone. Website is down or not working fully more often than it is ok. Have had both Health and Car insurance. Changed Health provider last year. Am not renewing my car insurance. It's all too much hassle. Supposed to have cashback applied every month. So far after chasing them, I have it showing (but not received )for first 4 months. Awaiting the last 8 to show up. Reviewed on: 22nd May 2023

Hidden costs.

We absolutely do not recommend Vitality Health. When using the Vitailty GP and get a referral, you get sent a claim form that needs to be sent out by the GP. However, yoy pay a fee of £100 to get a Vitality Claim form filled out, which is non refundable! Absolutely shocking. We cancelled policy immediately and will go elsewhere. Reviewed on: 20th May 2023

SEVEN MONTHS WAIT TO TREAT A CHILD

We have (soon to be had) cover for our whole family. Challenge 1: I had a consultation through vitality, paid my excess which was the whole price of the consultation. Vitality didn’t cover the hospital booking fee or the follow up tests. Tried to use their online system which is constantly updated so everything changes constantly. Called to get authorisation, they apologise it doesn’t work online and all follow ups from the consultation is covered. DO NOT BELIEVE THEM. YOU MUST REGISTER IT THROUGH THE ONLINE SYSTEM AS SIX MONTH AFTER GETTING TREATMENT, they have just told me they won’t cover it as it wasn’t authorised in writing. Challenge 2: we requested an online GP consultation for my three year old son. Happened immediately. Brilliant. Recommended physiotherapy. Great. Tried to request online. Nothing available so request a call back. That came a week later… referred to a third party provider of paediatric physiotherapists. Week later had a consultation with them, ran through the symptoms AGAIN, and finished the call with ‘someone will get back to you about an appointment…’ what was this call for? Immediately called me back and asked to reconfirm my son’s DOB. “Oh sorry, we only cover children over ten years. You need to go back to vitality.” Another two weeks to get a call back. More apologies. We will refer you to our CONCIERGE TEAM! Finally I thought. Real people to help! They called me a week later - we don’t have any paediatric physios in your area (London). Will check other options. Two weeks later they call me again. We still don’t have any paediatric physios in your area. I’ll happily travel - where else do you have them? I don’t know. SEVEN MONTHS LATER - I’ve written to every complaint system and portal on their website. Finally, I get an email with a £25 offer of compensation… MY SON COULD BARELY WALK!!! He’s now four btw… We get a call, out of the blue. Hi, I am trying to get some physiotherapy for your son. Can you send me a copy of the GP referral? Are you kidding? It was a vitality GP! Sorry, I still need your NHS GP to fill it out. I ask my GP. He hasn’t diagnosed my son (there was a month wait for non-essentials at the time but it would have been much quicker on the NHS)! He can’t write the letter and it’s still a months wait. I request another call back. That comes a week later. I run through it all and they simply say we need the referral letter from the GP. THANKS FOR NOTHING! Fyi, I found a physio and paid for him to go. In short, DO NOT WASTE YOUR MONEY. STICK WITH THE NHS AND PAY FOR YOUR OWN PRIVATE EXTRA TREATMENT!! Awful treatment of customers. Will not be back Reviewed on: 19th May 2023

NHS is quicker and less painful

Takes forever to speak to someone to make a claim. Claim info then gets lost so you have to start again. Then they don't pay out. In the mean time you've already been to an NHS hospital and been sorted out for FREE. Total waste of money. Reviewed on: 19th May 2023

third time I call them up for each member of our family

On neither occasion were they able to help but referred me back to NHS A&E! I need an MRI scan for my torn ligaments and the said no we can't help! It's a joke Reviewed on: 9th May 2023

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

Do not pay money to these people

Do not, under any circumstances, ever pay money to these repulsive, dishonest people. You will pay through the nose and then have to beg for the service you thought you'd purchased, and they will find a million reasons not to help you. None of these loopholes will be told to you in the sales pitch and they will even overrule medical advice in order to claim things aren't needed. The whole company needs to be thoroughly investigated by the regulator. Reviewed on: 23rd February 2023

Horrible - you pay and get nothing! DON'T SIGN UP

you can never reach them, if they get back 2 months later, they demand more information and try to not pay your claim or advise you badly. Even though they promised me a claim in writing they have not reimbursed it. It is a battle you might win at the end, but if the health insurance is there to cause you stress, then it is the wrong one. Reviewed on: 7th February 2023

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