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Vitality: Health insurance reviews

Name: Health insurance
Rating: 1.43 (219 reviews)

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1.38

Based on 219 reviews, last reviewed 9th Dec 2025

100% decrease in 5 star reviews

in the past 90 days

40% 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

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:

VERY VERY VERY POOR SERVICE!

VERY VERY VERY POOR SERVICE!! VERY VERY VERY POOR SERVICE!!! - AVOID AND MOVE YOUR HEALTH CARE IMMINENTLY!!! Sadly this is now the second poor customer journey I have experience since using vitality, once first hand but more recently with my wife. It's safe to say Vitality is not geared up to help you... yes, they drum loads into advertising, offer you a free apple watch and sponsor football stadiums... but when you need them... for your health... they're not there and put you through hell. My wife's experience: She contacts Vitality regarding throat issues, they (online vitality doctor) suggest her tonsils need removing and provides a list of specialist she should contact. My wife contacts and has an appointment with a throat specialist from Vitality's list they provided, who states my wife needs her tonsils removed. After booking the appointment, and rearranging her work schedule, as she's self employed, Vitality write to confirm they do not agree with the specialists decision to remove my wife's tonsils and therefore refuse to cover her operation. NOTE: that vitality disagrees with the decision's a specialist THEY REFERRED my wife to, not someone my wife found. Vitality maintained their decision until the Director of the business who covers my wife, called vitality, partly due to the renewal date approaching, where they agreed to cover my wife!!! coincidence???? was it the treat that two business were prepared to move their private health care else where, which prompted vitality to suddenly change their mind??? Nonetheless, damage was done.... Vitality caused weeks of STRESS... and UPSET.... for what??? Vitality are a joke... and because I have decided to report them to their regulatory bodies, they now what to bribe me with £250.00 for redress!! No thank you One of the most concerning parts was I had communicated with the Office of the CEO via their email (officeoftheceo@vitality), where I communicated with very dismissive and rude individual, whom in my view should be setting an example and leading from the front... instead, they are setting a disgraceful exsample. As mentioned, this was not my first negative encounter with vitality, therefore proving they're will do anything in their power to find a loop hole and avoid supporting their customer health needs. SHAME ON YOU VITALITY.... I strongly advise anyone against viatlity and suggest Bupa as a far more suitable health care provided!! Reviewed on: 23rd January 2024

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

Absolutely terrible

Trying to get in touch with anyone is terrible. Trying to make a claim is the most stressful experience such bad customer service. I should of read the reviews before taking out policy. Stay away from this company. Reviewed on: 15th October 2022

Failure From Day One

Scheduled a GP call for my wife last Sunday for Monday morning. No call, no follow up, no rescheduling, heard nothing Called today to raise a complaint, they have no record of me, my employer, my wife or dependents that I pay for. Guess what, no more money for you charlatans. Reviewed on: 14th October 2022

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

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