Once finding the phone number and eventually getting through (hating all the recorded messages re finding things on the web, etc.), it all went uphill. Jack, the Claims guy who dealt with my queries,... See more
Company replied
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To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
Percy was great - naturally frustrating to have an AI automated start to the call and be bounced around teams. (not ideal for a premier private healthcare business) - that said, Percy was incredibly p... See more
Company replied
I spoke to Karen in the musculoskeletal department as I wasn’t happy with treatment I was receiving . Although not her fault she immediately apologised and arranged someone new. I had a text message f... See more
Company replied
Levi was absolutely excellent! very thorough, knowledgeable and efficient throughout the call. She explained clearly what she was doing at each step, kept me informed as she worked through everything,... See more
Company replied
Company details
Written by the company
Our health and life insurance does all the great things you’d expect to keep you protected. But we also take it a step further. What makes our cover better is how you can actually use it from day one to look after your long-term health. All so you can stay at your best and be covered at the same time.
Written by the company
See why we're great
We reward people for everyday healthy habits.
Get top-rated cover
Vitality’s health insurance and life insurance is 5 Star Defaqto rated.
Improve your health
Get all the tools you need to stay at your best, so you can enjoy good health for longer.
Save and earn rewards
Vitality members who keep moving save £332 a year on average with rewards*.
Qualifying plans, terms and conditions apply.
* Platinum Vitality status members saved on average £332 a year in 2023. Gold members saved on average £253. Silver members saved £192. Bronze members saved £184. Vitality analysis, 2024.
Contact info
5th Floor, 80 Strand, WC2R ODT , London, United Kingdom
- 0345 602 3523
- info@vitality.co.uk
- vitality.co.uk
4.6
Excellent
69K reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
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Advisor was extremely helpful
Advisor was extremely helpful. She listened and understood the problem and I felt went above and beyond in helping to find a solution.
6 October 2026
Reply from Vitality
Hi Darren, thank you for your wonderful review. We are so pleased to hear that our advisor listened carefully to your concerns and went above and beyond to assist you in finding the right solution. Thank you - Sophie
Bev was such a great help
Bev was such a great help. I had so many questions, and she answered every single one quickly and with great knowledge. She helped me put my claim through and clearly explained all the steps I needed to take. She was knowledgeable, efficient and incredibly patient with all my questions. She listened carefully and gave me clear, helpful advice and explanations throughout the whole process. I really appreciate all her help and support. Thank you, Bev!
6 October 2026
Reply from Vitality
Hi there, we are so pleased to hear about your fantastic experience submitting your claim! It is wonderful to know that our team member was so patient, efficient, and knowledgeable, taking the time to listen carefully and explain every step of the process so clearly. Thank you for taking the time to share your kind feedback with us. - Sophie
quick and simple response
6 October 2026
Reply from Vitality
Hi Matthieu, thank you so much for taking the time to leave us this review. We are thrilled to hear that our team was able to provide you with prompt and straightforward assistance. Thank you - Sophie
Reply from Vitality
Hi there, thank you for taking the time to share your feedback. We are so pleased to hear that our team member was attentive, accommodating, and provided you with great assistance during your experience. - Sophie
Fantastic Customer Service
Liv was very helpful and efficient in sorting out my problem. She was patient and clear in explaining everything, ensuring I understood exactly what my coverage offers.
6 October 2026
Reply from Vitality
Hi Laura, thank you for sharing your positive experience with us. We are so pleased to hear that our team member was patient, clear, and efficient in helping you understand your policy details and resolving your issue. Thank you - Sophie
Angela was very helpful and advised me…
Angela was very helpful and advised me well on how to proceed with a claim for a Proximal humerus fracture.
6 October 2026
Reply from Vitality
Hi Jaqueline, thank you for taking the time to share your feedback. We are delighted to hear that our team member provided clear guidance and thoughtful assistance on how to move forward during a difficult situation. Wishing you all the best with your recovery. - Sophie
Great experience throughout
Great experience throughout, from initial booking to the updates and requesting additional treatment. I'm happy to be their customer.
6 October 2026
Reply from Vitality
Hi Laimonas, thank you for taking the time to share your wonderful feedback. We are thrilled to hear that you had such a smooth process with us, from your initial arrangements to getting updates and setting up further care. Thank you - Sophie
Reply from Vitality
Hi Johnny, thank you for taking the time to leave such wonderful feedback! We are so pleased to hear that you had such a great experience with our team and found our service so supportive and courteous. Thank you - Sophie
Very helpful Staff
The staff at Vitality are always very helpful, kind and willing to help.
6 October 2026
Reply from Vitality
Hi there, thank you for taking the time to leave such wonderful feedback. We are delighted to hear that our team consistently provides you with friendly, supportive, and attentive care whenever you need assistance. Thank you - Sophie.
Brilliant and thoughtful customer care
Mike was fantastic. He clearly explained the coverage and care policy and resolved my claim support request swiftly. I was impressed how empathetic the advisors are on the phone to members. An excellent experience overall.
6 October 2026
Reply from Vitality
Hi Nisha, we are so pleased to hear about your excellent experience with our team member. It is wonderful to know that your claim support request was handled so swiftly and that the policy details were made easy to understand. Thank you - Sophie
Explained exactly what I wanted to know…
Explained exactly what I wanted to know and also informed of what I didn’t know. Staff very helpful and polite.
6 October 2026
Reply from Vitality
Hi Dean, we're so pleased to hear that our team was able to provide you with all the information you needed and even share some helpful new insights. It is wonderful to know our staff was so polite and supportive throughout your experience. Thank you for taking the time to share your fantastic feedback! - Sophie
Reply from Vitality
Hi Sharon, thank you so much for taking the time to share your feedback. We are thrilled to hear that you had such a pleasant experience with our team. Thank you - Sophie
Cameron sorted my issue immediately
Cameron sorted my issue immediately. He was very professional, efficient and friendly. Easy peasy!
6 October 2026
Reply from Vitality
Hi there, we are so pleased to hear that our team member resolved your issue right away. Thank you for taking the time to share your wonderful feedback about your smooth and friendly experience! - Sophie
Reply from Vitality
Hi Lindsey, we're so pleased to hear that you consistently have such positive interactions with our team and that you are enjoying your plan. Thank you so much for sharing your wonderful feedback with us! - Sophie
Miguel was excellent and dealt with my…
Miguel was excellent and dealt with my enquiry. He was understanding and helped me find a solution.
5 October 2026
Reply from Vitality
Hi Andy, we're so pleased to hear that our team member was understanding and successfully assisted you in finding a resolution for your enquiry. Thank you for sharing your wonderful feedback with us! - Sophie
No response for my claim.
I have telephoned several times about my claim and was told by the claims team that they would get back to me. The claim was started in July and it is now October and I am not any further.
18 September 2026
Reply from Vitality
Hi James, thank you for taking the time to leave a review. I’m sorry for the delay you have experienced in receiving a response to your claim query.
Your concerns have been escalated to our Member Care Team, who will investigate what has happened and reach out to you directly to discuss this further. Thank you - Sophie.
Over priced
I have been with vitality 10 years. Made two small claims and they inflated my premium by 70%. Called them to discuss. To reduce the premium they suggest diluting the cover. I can move my health insurance to another provider and pay less than half what these guys want me to pay. No consideration of loyalty.
What’s most annoying is that they inflated the cost of one of the claims by referring to someone who gave the incorrect advice. We then sought a second opinion and got the right outcome. If we’d been given the correct treatment initially, the cost of the claim would not have been so high and as such, it would not have had such an impact on the premium. Did they do this so they could inflate my premium? Maybe!?
The rewards programme is a shadow of what it used to be. It’s no incentive and not worth it. Certainly not worth the premium price.
1 October 2026
Unprompted review
Reply from Vitality
Hi Tim, thank you for taking the time to share your feedback. I am sorry to hear about the frustration you have experienced and appreciate the concerns you have raised regarding the handling of your claims, your renewal premium and the value of our rewards programme.
We can see that your feedback regarding the rewards programme has already been formally noted. We would also appreciate the opportunity to review the details of your account and claims history so that we can better understand what has happened and ensure the concerns you have raised are fully considered.
Your concerns have been passed to the relevant teams for review, who will look into the points you have raised further and reach out with you to discuss directly. Thank you - Sophie.
Very easy process
Very easy to go through the process. Member of staff was super helpful and provided a great level of service.
5 October 2026
Reply from Vitality
Hi Michaela, thank you for your wonderful feedback! We are so pleased to hear that you found the process straightforward and that our team member provided an outstanding level of care and assistance. Thank you - Sophie.
My misunderstanding of the situation…
My misunderstanding of the situation was dealt with courteously and clearly.
30 September 2026
Reply from Vitality
Hi Richard, we are so pleased to hear that our team was able to assist you with clarity and kindness. Thank you very much for taking the time to share your positive experience with us! - Sophie.
Reply from Vitality
Hi Jane, thank you so much for the wonderful feedback! We are delighted to hear that you had such a swift, pleasant, and supportive experience with our team. We truly appreciate you taking the time to share your positive experience. - Sophie.
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