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Vitality: Health insurance reviews

Name: Health insurance
Rating: 1.43 (219 reviews)

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1.37

Based on 219 reviews, last reviewed 9th Dec 2025

100% decrease in 5 star reviews

in the past 90 days

800% increase 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

Don't bother unless you're very patient Staff are fine but app is glitchy and it takes forever for their stupid automated response to put you through to the right place, and there are freque... Read more Reviewed on: 9th December 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.

Vitality Health insurance reviews (219)

Review of the Vitality, Health insurance:

A Vitality policy means will always pay in the end

My insurance started in 2017 with a premium of just over £315 per month for my husband and I. Our renewal quote for 2023/24 is £724 per month (from £515 for the past year). Our premium has gone up without fail every year by around 25%; this year, it is an increase of just under 41%. Our crime? Me getting and then surviving breast cancer and then in 2022 having a minor obstetric procedure. My cancer, thanks only to the NHS, was caught very early so I have only had to have a yearly scan and check-up by my Oncologist since a 2017 lumpectomy and radiation treatment. This was followed by 5 years of cancer-free scans. By the way, I'm 58, 5'7, weighing 61kg, a surfer, kiteboarder, and wing foiler. I am incredibly fit and healthy and I wear a fitness tracker; I'm absolutely Vitality's target client, yet they've been ruthless. Even given my level of activity, I've only managed to get to Bronze status so looking at my activity level, I must assume that you have to be an olympic athlete to get higher points. When I had my initial cancer diagnosis, Vitality spent time trying to prove that I knew about it before taking out the policy. My diagnosis was on March 7th 2018 and I took the policy out in Sept 2017. I didn't know and my GP confirmed it, but not before Vitality caused me a huge amount of extra unnecessary stress on top of a devastating cancer diagnosis making me go to the GP to request documents to prove I wasn't lying. They later apologised and sent me flowers. If you do need a check-up for anything, Vitality is set up to make it difficult/time consuming to achieve 'approval' (I'm sure you will be familiar with the waiting message 'we are receiving a very high volume of calls at the moment, blah blah blah'). The last time I wrote a bad review on Vitality, they spent months trying to have it removed, reporting that I had made a mistake in posting to the 'wrong' company. If you are reading this it's because you are looking for Vitality customer's opinions. Here's my advice, don't buy a Vitality policy; it's better to put those ever-increasing premiums in a savings account of your own in case you need future treatment or find a less ruthless insurance provider who understands risk. Vitality will punish you and claw back any costs they incur in your premiums. No-one in their right mind would think that 25% year on year increases followed by a 41% increase is reasonable. Even Usay Compare who have handled my policy are aghast at the level of my premium increases. It's clearly a company strategy to do this as when I asked for the minor procedure permission, they had to warn me in a carefully worded policy script that any treatment I had 'would effect my premium'. So please bear in mind the following: insurance should always present a 'risk' for the company providing it. Some people don't claim at all. For example, my husband has not claimed a single £'s worth of treatment since we took out the policy ; hasn't even seen a doctor. Vitality don't offer him a discount for not making a claim, but they have penalised me excessively. My premiums have now totalled almost as much as any treatment received. That seems to be the aim/policy of Vitality. They don't take a risk with their customers, they simply claim back the cost of having you as a client by increasing your premiums. I'm in the process of renewing now with Bupa and I'm told my premium will be under £300 per month with continued cancer cover, just in case. I'm not remotely interested in hearing 'from the team' as Vitality have written below. Previous complaints over the years have all fallen on deaf ears; the level of premium increases have never relented but this year's increase will finally drive me away as a customer: I think that's what they've wanted all along but as a cancer survivor moving insurance is very tricky until you are at least 5 years cancer free. Reviewed on: 31st July 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

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

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