Write a review

Vitality: Health insurance reviews

Name: Health insurance
Rating: 1.45 (211 reviews)

View other Vitality products

1.40

Based on 211 reviews, last reviewed 5th Sep 2025

100% increase in 5 star reviews

in the past 90 days

75% decrease in 1 star reviews

in the past 90 days

10%

88%

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

Scam - avoid at all times! Scam - avoid at all times! You cannot get any treatment as it is gatekept to the insane degree so you'd give up phoning and signing forms including wi... Read more Reviewed on: 17th June 2025

Read all reviews Write a review

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.

Review Vitality: Health insurance now

Help others make smarter decisions by sharing your own experience.

Write a review

Vitality Health insurance reviews (211)

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

Terrible organisation!

Currently on waiting on the phone waiting to get through. Time elapsed is now 35 minutes. This is the fourth call of a similar nature this week. Seeking update on claim, have tried the clunky, ineffective app and website. Emailed only to be sent automated responses pointing you back into the app/website. Will someone at Vitality please take some responsibility to support their customers? Very greedily taking premiums from people and failing miserably to deliver. I hope the FCA is watching! DON’T USE VITALITY!!! Reviewed on: 3rd February 2023

Horrible customer service - don't join them!

FIRST: It is impossible to get through by phone if I want to talk to somebody re. a claim. I've now been waiting in a queue for over 30 minutes without ever speaking to somebody, and this is not the first time. Also, when I send an email to them, I get an automatic response that they'll answer within 5-7 working days. A very upsetting policy for a health insurance dealing with paying private clients! SECOND: I suffer from horrible back pain since October. 10 days ago, I had a phone appointment with one of Vitality's GPs who confirmed that I would be contacted by a spinal surgeon within 5 working days re. an MRI Scan. Again - nothing has happened. THIRD: I urgently need a confirmation from Vitality that they'll cover an MRI scan (I've now got a referral from my NHS GP who is more reliable than a Vitality GP it seems!). Nobody has been in contact re. my claim, neither by phone or email. This is wasted money - beware! Reviewed on: 1st February 2023

Disgraceful Scam

Waited 6 months for response to chronic back pain claim (post 8 day hospitalisation in 2022), usual delay tactic of "more information required" passed from pillar to post etc. Was even contacted by a complaints/relationship manager specialising in Osteo who literally said "I will not let this go, I'll DEFINITELY come back to you by the end of the week", never heard from her again. Same thing with 2 other referrals, 2.5 month delays, endless chasing, to be told "YOUR GP needs to send more information!!! Like he hasn't got enough to do. Utter, utter scam. Will not renew my (not exactly cheap) family plan... Reviewed on: 30th January 2023

Best

Very good highly recommended.. essential Reviewed on: 13th January 2023

Do you have a different Vitality product?

Share your experiences with products to help others make smarter financial decisions and learn more about different products available. Write a review

Are you a business? Get insights, reply to reviews, invite customers and understand their needs

Alternative products

Health Insurance
from The Exeter 4.80 from 3 reviews
Health Insurance
from AXA PPP Healthcare 3.92 from 17 reviews
Health Insurance
from Prudential 4.00 from 1 reviews

Want to see more from Vitality?

Life Insurance
from Vitality 3.53 from 28 reviews
Car Insurance
from Vitality 2.00 from 3 reviews

View all products

Join Smart Money People

Keep up to date on ratings of your favourite businesses. Find out about our awards and write new reviews with ease

Create an account

News, guides and insight from our team

View resource hub