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Vitality: Health Insurance reviews

Name: Health Insurance
Rating: 1.43 (209 reviews)

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1.41

Based on 209 reviews, last reviewed 2nd Jun 2025

No new 5 star reviews

in the past 90 days

33% 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

Appalling claims process and administration. Appalling claims process and administration. An absolute communication disaster, who on earth gets paid to run an organisation like that? Why have an ... Read more Reviewed on: 2nd June 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 (209)

Umbrella until it begins to rain

First time my wife tried to use the policy for a potentially cancerous diagnosis scan she was told she would have to wait for the results of her NHS scan which was scheduled 10 weeks later. When this was raised with Vitality their response was: "we do not support with primary care referrals. Being referred for a scan that is not under the care of a consultant falls under the primary care bracket, following that scan if there is anything that the GP wishes to refer you then from that moment it is then secondary care where we can then look to support you from" Reviewed on: 12th October 2022

Used to be good . . . . go elsewhere

We have had both company and personal health insurance with Aviva for over ten years and had very few issues at all with them. We switched to Vitality two years ago after an unsatisfactory experience with Aviva, and initially they were great. Not so much this year. One month after renewal we tried to make a claim and oh dear me . . . . over an hour on the phone, bounced from one advisor to another and then put on hold for 40 minutes before we hung up. Still trying to get the claim set up, now on a second call for 23 minutes and counting, back on hold . . . . Until Vitality spend money on the core services they sell to their customers instead of splashing millions on their sports and event marketing they should be avoided. I'd suggest going with Aviva or another provider. We'll be going back to Aviva when this policy expires. In my opinion Vitality are all about the image, and don't appear to give a monkey's about their customers. Classic old school aggressive sales, followed by atrocious product delivery. They don't deserve your money. They deserve to go out of business. Reviewed on: 6th October 2022

Vitality are crooks and amateurs

Absolutely shocking customer service. On the phone for over an hour every time I try and contact Vitality. Never any acknowledgment of correspondence- might as well be emailing or posting into the ether. The most amateur operation I have come across to-date. Clearly multiple people dealing with each claim so you get sent round in circles and get nowhere. Vitality go out of their way not to pay out while sending you on a wild goose chase. What a complete waste of time and money. I will tell everyone I know never to use vitality. They are crooks Reviewed on: 30th September 2022

Been a member for one week and that is too long

If I could give 0 stars I would, been on hold to vitality for over 2 hours… their customer service team are all absolute imbeciles Reviewed on: 7th September 2022

Good products

Excellent product and healthcare plan Reviewed on: 21st August 2022

Comprehensive cover is not so

Referred for urgent suspected cancer having had no previous cancer. The NHS is quicker than Vitality. No authorisation, no update, no accountability and hours on hold after three weeks. They know that it will be too late by the time they get back to you. Shameful. Be advised that you will have no safety net with this provider despite paying thousands for “comprehensive” cover. Save your money or spend it with the reputable providers to have peace of mind and care when you need it. The nice staff do not match the values of this company or of the managers, who could not care less about providing access to care in return for thousands of pounds and will ignore you. They are too busy inviting those who they know have had a good experience to leave positive Trustpilot feedback and these are generally new customers who have only spoken to the strategically-chosen very friendly customer-facing agents and have not yet experienced trying to make legitimate claims through the under-writing gate-keepers and management, who don’t seem do much at all and all the working from home seems to make them even less accountable. Avoid. Reviewed on: 16th August 2022

Extremely bad customer service

I have been trying to get information about two claims I have made over a month ago. I can not even track the status of my claims. On the phone, they are very hard to reach. Once reached, they failed to put me on the specialized claims team's line multiple times. I was promised a call-back multiple times, and I have not received a call yet. Absolutely horrible customer service. I do not believe they are genuine. When I complained, they told me they are busier than usual (they have the time to reply to complaints) but they still have not provided me any information about my claim. I think they have a big marketing & sales team, and they work hard to gloss over bad reviews on review websites, but the actual customer service has not been able to help me since over a month. Reviewed on: 15th August 2022

they never answer the phone so u cannot claim

awful service [email protected] Reviewed on: 15th August 2022

Fantastic all round

Excellent cover and the added benefits help keep me motivated. The points reward system is great for anyone active enough to do over 10,000 steps a day. Reviewed on: 14th August 2022

Stay away from them

They lure you in with "free" apple watch or "free" coffee but they are the worst when you actually need them. They will find every way not to treat you. You will wait for ages for them to call you even if you have an appointment. If they decide to offer a diagnosis of your problem, they will send you a looooong form via email that you need to fill print, sign, take to gp, and send back to them. Absolotely rubbish! Reviewed on: 8th August 2022

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