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Vitality: Health Insurance reviews

Name: Health Insurance
Rating: 1.44 (205 reviews)

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1.44

Based on 205 reviews, last reviewed 20th Feb 2025

100% decrease in 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:

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

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

Utterly Useless

I contacted Vitality for the first time on the 1st of November 2022 (my first contact with them since starting on the policy back in July) after my jaw dislocated and didn’t relocate properly leaving me in pain and discomfort, I was set up with a GP appointment via their app on the 3rd of November. The video consultation on the 3rd was good and thorough and I was assured I’d be contacted within 5 days to arrange an appointment with a specialist to get my jaw sorted. So far so good, but this was sadly a false horizon. I didn’t hear anything from Vitality for a week, so on the 11th of November I phoned to see what was happening. The Vitality GP hadn’t submitted the necessary paperwork so nothing had happened with my treatment!. On the 14th of November I was contacted by Vitality and informed that I and my NHS GP needed to fill in a form to progress with my treatment, I filled this out ASAP and took it to my NHS GP to do their part which took 10 days and cost me £50 to get done (which Vitality have informed me is not claimable). I submitted this form via e-mail to Vitality on the 24th of November to try and get things moving along quickly after the delays.. A week later I had not heard anything back so I phoned to see what the status was, I was assured that my forms had been received and I would hear hack shortly. Over the next few weeks I heard nothing from Vitality and chased them up via e-mail a couple of times to hopefully get the issue sorted before Christmas as it was making eating and talking difficult. It’s now the 28th of December, almost 2 months since my first incident with my jaw and I phoned Vitality again, after a time on hold and being pinged around departments I was informed that Vitality would not cover any treatment for my jaw issue as it was a pre-existing condition!, I have not had any treatment or medication for the issue and have not seen a doctor about it (which was attested to by my NHS GP). I was told I would be eligible for treatment for the issue with Vitality in 2 years if I was no longer having treatment of mediation for it, even though I have never had any treatment for the issue! (A frankly Kafka-esq situation) The whole situation has been a waste of time, effort and money, and now I’ve been suffering with a painful jaw for two months with the promise of treatment from Vitality and now will not be getting it from them. Reviewed on: 28th December 2022

What a joke

Vitality is an absolute scam. Their app doesn’t work, it’s damn near impossible to get hold of them, and their doctors will even breach the practice direction and code of conduct to fob you off. I had abdominal pain and acid reflux for several weeks after going abroad. After hours on the phone to Vitality and emails back and forth, I finally got an online appointment with one of their GPs who asked me to jump up and down on the spot as a “test” for peptic (stomach and duodenal) ulcers. No such test exists. I have queried it with a number of consultant gastroenterologists. Their GP had fabricated it to dismiss my symptoms as mere indigestion. I was eventually treated on the NHS and at endoscopy it was found that I did have peptic ulcers after all (caused by Helicobacter pylori). For all its problems, the NHS provides a much better service. Don’t waste a penny on Vitality. Reviewed on: 18th December 2022

ABSOLUTE CROOKS - SHODDY OPERATION

Still trying to get settlement on a straight forward claim for a broken tooth - into a 5 month wait, numerous phone calls (each taking over an hour) three claim forms, every excuse under the sun as to why they can't pay out - what a bunch of crooks. AVOID AT ALL COSTS! Reviewed on: 14th December 2022

Website is awful. Cannot make simple requests for updating valid claims. Always have major problems with member zone log in. Calls never answered, always left waiting.

I need to update my claim having seen my specialist. Simple exercise you would think but never able to do simple tasks. website is a most user UNFRIENDLY site i have ever used. Reviewed on: 28th November 2022

It's a scam

Looking at what's on my membership plan, you just have to say wow! What a package.. then reality strikes, you try to use their services, your benefits. Book an online appointment with a GP... the quickest appointment is a couple of days from now. Book a face to face... well only if you are in London or surround area. Try to make use of their hospital benefit to get transferred to a Vitality room or hospital, fill in a claim form and wait 5+ waiting days... by which time you are most likely out of hospital. We'll cover 100% of your dental costs... no they will cover 100% of the time at 20% of the costs. The list goes on. The website is confusing to use (intentionally so), the auto attend when you call in is even worse. It steers you away from asking for help. I suspect if you have a long term predictable condition and are patient you will get some benefit... but remember, they won't cover that pre-existing long term condition for a couple of years. So the only way to benefit out of this is if you develop a long term condition after joining them and persistence. You might get something out of it. You call them for help, go from department to department, then eventually... we are putting you through to another department but I will also schedule a call back in case you are disconnected: It's a long wait time. How long will it take for them to call you back... a couple of days. There is no urgency, no help. Their promises are carefully worded so that you can't make use of it. Reviewed on: 21st November 2022

I wish I had never taken out a policy with them

Totally useless! I am fed up to the back teeth of contacting them. After 6 months of holding my policy, I still can’t log in online or on the mobile app. I have complained, but no one gets back to me. I’ve tried to log my first GP appointment this morning, but again it won’t let me in. Please don’t waste your time or money! Reviewed on: 6th November 2022

Do not trust sales agent

I have purchased both health insurance and eligible life insurance plan. My premium was nearly £100 a month. I was reassured that my first payment will be taken in October and then nothing until November. Unfortunately I seen on the policy schedule that there are two payments due in October so I was given incorrect information. After questioning it agent confirmed that is correct schedule and nothing can be done about it. I was a bit surprised by this attitude so I began to be concerned about other rewards that were promised to me: As I bought health insurance and added life insurance between July and September sales agent reassured me Im eligible for a two month cash back and a £200 amazon voucher. After the issue with payment schedule I have questioned my eligibility with one of your colleagues who have checked and confirmed Im not eligible for the amazon voucher as this is only for the customers who had health insurance before July and then bought life plan before September. How I can summarise this: horrible bunch of con artist who wriggle back even of the sales promotions so I can’t even imagine having to make any claim. Please do not be tempted by a nice looking app and rewards system as this isn’t working the way it should anyway as well as points are constantly missing and not added for things like peloton workouts etc. I will now do everything I can to take my business elsewhere and have nothing to do with this company ever again Reviewed on: 26th October 2022

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