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
Company replied
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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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quick and efficient
13 August 2026
Reply from Vitality
Hello, thank you for reaching out to share your positive experience with us. I'm glad we could assist you. :) - Callum
Customer service
Customer service - The lady I spoke to on the phone was lovely and really reassuring and empathetic to my situation. Was really nice to have a human response despite not being able to get cover sorted under my plan.
13 August 2026
Reply from Vitality
Hello, thank you for reaching out to share your positive experience with us. I'm glad we could assist you. :) - Callum
very helpful and patient claims adviser
13 August 2026
Reply from Vitality
Hello, thank you for reaching out to share your positive experience with us. I'm glad we could assist you. :) - Callum
Reply from Vitality
Hello, thank you for reaching out to share your positive experience with us. I'm glad we could assist you. :) - Callum
Caroline is excellent
Caroline is excellent - efficient, kind, professional and genuinely caring thank ypu
13 August 2026
Reply from Vitality
Hello, thank you for reaching out to share your positive experience with us. I'm glad we could assist you. :) - Callum
Your receptionist was very polite…
Your receptionist was very polite patient and helpful
13 August 2026
Reply from Vitality
Hello, thank you for reaching out to share your positive experience with us. I'm glad we could assist you. :) - Callum
Excellent Service
I did not wait long on the phone to be spoken to.
Clear and concise explanation of claim and treatment details.
Excellent telephone manner by Vitality Claim Consultant.
13 August 2026
Reply from Vitality
Hello, thank you for reaching out to share your positive experience with us. I'm glad we could assist you. :) - Callum
I rang your help line as this was a…
I rang your help line as this was a first claim. I wasn’t sure how the billing process worked Very informative. Thank you
13 August 2026
Reply from Vitality
Hello, thank you for reaching out to share your positive experience with us. I'm glad we could assist you. :) - Callum
I was put through to a lovely lady…
I was put through to a lovely lady called Julie, who brought me through every stage and could not have been more helpful, and knowledgeable.
An efficient and pleasant experience.
13 August 2026
Reply from Vitality
Hello, thank you for reaching out to share your positive experience with us. I'm glad we could assist you. :) - Callum
Very clear responses to my questions…
Very clear responses to my questions and explanations as to processes. Call handled very professionally and sympathetically.
13 August 2026
Reply from Vitality
Hello, thank you for reaching out to share your positive experience with us. I'm glad we could assist you. :) - Callum
Not great.
The person I spoke to on the phone thought I was a woman and kept asking to speak to the plan holder, even after I repeated several times that I was. I asked to check if a condition was covered, they said they need to put me on hold to 'load up' the system. After 5 minutes waiting I hung up.
13 August 2026
Reply from Vitality
Good morning. Thank you for taking the time to share your experience with us. I'm very sorry to hear about the difficulties you encountered during your call. This falls short of the level of service we aim to deliver, and I understand how frustrating this must have been. I have asked a member of our team to reach out to you as a priority to discuss this further and see what we can do to help. - Lisa
Very professional & helpful
Carline was very helpful and went what I felt was the extra mile to sort my issue.
12 August 2026
Reply from Vitality
Hello, thank you for reaching out to share your positive experience with us. I'm glad we could assist you. :) - Callum
Life and income protection
Advisor Hayley, was helpful and took a Lot of time going through all info that I didn’t understand. Price jumped up quite a bit at the end though due to a couple factors but that’s the nature of insurance i suppose. I found the cover suitable for what I need though.
9 August 2026
Reply from Vitality
Hello, thank you for reaching out to share your positive experience with us. I'm glad we could assist you. :) - Callum
Denia was polite
Denia was polite, friendly and super helpful. She explained everything clearly and could not have been more helpful.
13 August 2026
Reply from Vitality
Hello, thank you for reaching out to share your positive experience with us. I'm glad we could assist you. :) - Callum
Appending to an existing claim
I called asking about how to add a new referral to my already existing approval and the Customer service representative sorted everything out for me
12 August 2026
Reply from Vitality
Hello, thank you for reaching out to share your positive experience with us. I'm glad we could assist you. :) - Callum
Online did not work, Natalie (optical customer service)was great
I didn't like that there were 'technical difficulties' the first time I attempted to submit a simple optical claim via your website.
I liked Natalie who answered my phone call and set up the claim for me :) and gave me an email to send my receipt and prescription to. She was very helpful and pleasant.
It was ironic that, in response to that email, I got an automated email telling me the other means to submit - which did not work!
13 August 2026
Reply from Vitality
Good morning. We sincerely apologise for the technical difficulties you experienced while trying to submit your claim online. We're pleased to hear that our team member was able to assist you efficiently and provide a positive experience when resolving the issue.
Thank you also for your feedback regarding the automated email. Comments such as yours are invaluable in helping us improve our services, and I will ensure this is passed on to the appropriate team for review.- Lisa
Really supportive and knowledgeable
Really supportive and knowledgeable. Also asking if I need anything else. Clear guidance and genuinely cared. This was Luke really kind.
13 August 2026
Reply from Vitality
Hello, thank you for reaching out to share your positive experience with us. I'm glad we could assist you. :) - Callum
Reply from Vitality
Hello, thank you for reaching out to share your positive experience with us. I'm glad we could assist you. :) - Callum
Reply from Vitality
Hello, thank you for reaching out to share your positive experience with us. I'm glad we could assist you. :) - Callum
Not easiest of apps to use
Not the easiest of apps to navigate, information can be difficult to find and not clear what hospitals/clinicians are included on your plan (that takes a bit of digging to find). Be wary as i had treatment pre-authorised then the decision reversed meaning i was asked to pay. When i needed to call them the team were lovely and polite, shame the other points i mentioned have let them down.
5 August 2026
Reply from Vitality
Hello Nat, thank you for reaching out to share your experience. We're always looking for how we can improve our service so your feedback is valuable. I have asked a member of the Care team to get in touch to discuss your claim in further detail and answer any outstanding queries you may have. - Callum
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