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Vitality: Health insurance reviews

Name: Health insurance
Rating: 1.45 (211 reviews)

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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

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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 (211)

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

No one exists at Vitality

My son had a skin issue. It took a few days to be able to just book an online appointment. I first book and just as the appointment was about to start, it was cancelled, saying my son's id was not validated, even though he had seen an online doctor a few times before. We eventually did see a doctor, and I asked for a referral to a specialist. The doctor said that Vitality will contact me to handle this, the doctor herself could not do anything, is she could not write a referral letter herself. It has been a month and I have not heard from them. When I contact them by phone and even whatsapp, there is no human person that responds. Basically, Vitality, doesn't even exist! It's a scam. Reviewed on: 22nd October 2022

You would wait as long as NHS, maybe longer

I have been told that having private health care means no wait when you have any health issues, so I went for Vitality. I got a referral letter from my GP, and sent it over to Vitality, but they rejected it and asked me to get another one. So I spend £50 on their appointed face-face GP, and get another referral letter, and now I have been waiting for 2 months for a reply. I tried to call, but it took them one hour to answer and told me they can't help, I am not ringing the right team when they only have one number. So, Overall, NO! Reviewed on: 18th October 2022

SHAMEFUL

Please avoid Vitality at all due costs. Customer service is shocking, they go out of their way not to approve a claim, it's impossible to speak to a human, you will lose hours and days of time chasing them and their administration is an embarrassment. I wish I had bitten the bullet and left sooner. Reviewed on: 17th October 2022

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