Trevor was incredibly polite and helpful from the moment our call started. I knew we were not going to be easy but he showed nothing but kindness and patience. When we came up against expected complic... See more
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
The friendliness, helpfulness and clear communication of the lovely lady I spoke to was a breath of fresh air in today’s culture of getting people off the phone as quick as possible. She took the t... See more
Company replied
Kirsty is an absolute earth angel! She was incredibly helpful, patient, and knowledgeable throughout the entire process. She took the time to explain everything clearly, making sure I felt informed... See more
Company replied
Amy McCarton !!! Amy was absolutely fantastic throughout the whole process. She was friendly, patient, and explained everything clearly, making sure I understood all of my options without ever maki... 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
4.5
Excellent
68K reviews
Asks customers to review
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The guy who dealt with me was very…
The guy who dealt with me was very friendly and helpful and sorted it all out.
7 August 2026
Reply from Vitality
We're so pleased to hear that our colleague was friendly and helpful, and that everything was sorted out for you. Thank you for sharing your positive experience! - Lisa
It was my first claim
It was my first claim, and customer service made this really easy. I was explained every step I have to do and what is covered and what not. The The CS adviser was really patient and answered all my questions. Thank you.
11 August 2026
Reply from Vitality
Thank you for sharing your positive experience! We're so pleased to hear that your first claim was made easy and that our adviser patiently explained every step and answered all your questions. - Lisa
Great Customer Service
The customer service agent was so lovely. Very empathetic and calming. She talked through everything really clearly.
11 August 2026
Reply from Vitality
We're so pleased to hear that our customer service agent was empathetic and clearly explained everything. Thank you for sharing your positive experience! - Lisa
Very helpful explanation and answered…
Very helpful explanation and answered all questions.
11 August 2026
Reply from Vitality
Thank you for your kind words! We're delighted to hear that you found our explanation helpful and that we were able to answer all your questions. We appreciate your feedback.- Lisa
The person I dealt with on the phone…
The person I dealt with on the phone was called Katie, and they were professional, helpful and seemed genuinely concerned about my well being.
10 August 2026
Reply from Vitality
We're so pleased to hear about your positive experience and that our team member was professional, helpful, and genuinely concerned about your well-being. Thank you for sharing this feedback!- Lisa
Katie was brilliant
Katie was brilliant - super friendly and helpful. She went out of her way to make me feel understood and showed care and empathy during our call, supporting me through the next steps of my claim.
11 August 2026
Reply from Vitality
We're so pleased to hear that our team member was super friendly and helpful. It's wonderful to know that you felt understood and supported through the next steps of your claim. - Lisa
Great experience
The telephone process to obtain approval for further treatment was straight forward and quick to complete. The telephone personnel were polite and efficient.
11 August 2026
Reply from Vitality
Thank you for sharing your positive feedback. We're delighted to hear that you found the process for obtaining treatment approval straightforward and quick, and that our team was polite and efficient. We appreciate your kind words!- Lisa
I could not recommend vitality more
I could not recommend vitality more. Every interaction I’ve had has been nothing but professional and supportive. The care is second to none. Was recently on a call with Ronel and she was so kind, helpful and reassuring. Everything you need when you’re going through a hard time.
11 August 2026
Reply from Vitality
It's wonderful to hear that every interaction has been professional and supportive, and that the care received has been second to none. We're especially pleased that the assistance provided was kind, helpful, and reassuring during a difficult time. - Lisa
The customer service and staff gave me…
The customer service and staff gave me Great communication, very helpful and very friendly
11 August 2026
Reply from Vitality
We're so pleased to hear that our customer service and staff provided such great communication and were very helpful and friendly. Thank you for sharing your positive feedback! - Lisa
efficient, friendly and empathetic manner with great listening skills
Karen assisted me in raising two health claims.
She found my records quickly and explained everything clearly including what costs would be covered. She had an efficient, friendly and empathetic manner with great listening skills.
11 August 2026
Reply from Vitality
We're so pleased to hear about your positive experience with our team member. It's wonderful that she was able to assist you efficiently and clearly with your health claims. - Lisa
1 star given purely due to the 2…
1 star given purely due to the 2 customer service people who were helpful! Contacted Vitality following a terminal cancer diagnosis - basically, it took ages for them to payout and when they did, it was incorrect but they wouldn’t have it and shut my account. Eventually my financial adviser managed to speak to someone who listened and who confirmed that it was incorrect. When the payment finally arrived (3 weeks after they promised), it didn’t have the interest attached so we needed to fight for that too. Slow systems and lied to numerous times. Why should we have to fight for what is right at the worst time of a person’s life - and how can a company that deals with money make enormous mistakes with their calculations? What if someone was more frail and vulnerable and accepted what they were told? Awful experience and would hate it to happen to others.
7 August 2026
Unprompted review
Reply from Vitality
Good morning,
Thank you for sharing your experience with us. We are truly sorry to hear about the distress and difficulties you faced during such a challenging time. We understand how frustrating and upsetting this must have been for you.
I have requested some further information from you so that we can ensure this matter is investigated and addressed appropriately.
Kind regards,
Lisa
Helpful and courteous
Lisa was very helpful with my enquiry. She understood my concern and was courteous and friendly.
11 August 2026
Reply from Vitality
Hello, thank you for reaching out to share your positive experience with us. We're so glad we could assist you and appreciate your kind words. - Lisa
Fantastic customer service
Vitality colleague was very understanding, really wanted to help me by listening to my concern, delivered on their promise to call back on the day and was compassionate. I am grateful for the support. thank you.
11 August 2026
Reply from Vitality
It's wonderful to hear that our colleague was so understanding and compassionate, and that they delivered on their promise to call you back. We're truly grateful for your kind words. - Lisa
Once I was able to speak with somebody…
Once I was able to speak with somebody , I had no problems. Something which app designers don't really comprehend is that people who are used to being fit and well do not necessarily understand a health app because they don't use them at all and have no use for them until one fine day they fall ill.I couldn't make any sense of the app until I found a phone number and even then the person who called back had to give me a different number. To conclude: the people were brilliant and the app was of very little use.
11 August 2026
Reply from Vitality
We appreciate you taking the time to share your experience. We understand that navigating a health app can be challenging, especially for those unfamiliar with such tools. We are glad our team was able to assist you effectively once you connected with them. Your feedback regarding the app's usability is invaluable, and we will certainly consider it as we work to improve our user experience for everyone. - Lisa
Helpful
Quick, very helpful. Got all the information I needed. Told me exactly what I needed to do
11 August 2026
Reply from Vitality
We're so pleased to hear that you found our service quick and very helpful, and that you received all the information you needed. Thank you for sharing your positive feedback!- Lisa
Why is it so difficult for comapnies to…
Why is it so difficult for comapnies to answer their telphones, not all problems can be solved online.
11 August 2026
Reply from Vitality
Good morning,
We understand your frustration with being unable to reach us by phone. We are currently experiencing high call volumes; however, we are actively working to improve our response times and ensure that all concerns are addressed as efficiently as possible.
Thank you for taking the time to share this feedback with us. We appreciate your patience and understanding.
Kind regards,
Lisa
Prompt solution
Very quick to answer the phone and provide a solution. Consultant options and claim confirmation sent very quickly after the call.
11 August 2026
Reply from Vitality
We're delighted to hear that we were quick to provide a solution and that the consultant options and claim confirmation were sent so promptly after your call. Thank you for your positive feedback!- Lisa
helpful, reassuring and friendly
The colleague I spoke to - the same person this time and last - was really helpful, reassuring and friendly.
11 August 2026
Reply from Vitality
We're so pleased to hear that your experience was consistently positive and that our colleague was able to provide such helpful, reassuring, and friendly service. Thank you for sharing your feedback! - Lisa
I had Ashley helping my out on the…
I had Ashley helping my out on the phone - she had amazing customer service and was very helpful!
11 August 2026
Reply from Vitality
We're so glad to hear that our team member provided amazing customer service and was very helpful! Thank you for sharing your positive experience.- Lisa
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