After a routine NHS mammogram I was called for on February 15th 2017 and subsequent follow-up on March 7th 2017, I contacted Vitality to let them know that an early cancer had been detected in my right breast. Instead of receiving any sympathy or support, I was made to give my GP a bunch of forms to complete to 'prove' that I had not had breast cancer in the past (I had not). Their priority, rather than caring for their client who had just been diagnosed with cancer, was to try to get out of covering me. I offered to have Mr Pakzad, the breast surgeon from Mount Alvernia hospital (whom I saw for a routine private mammogram in January 2016), contact Vitality to let them know I had had a clear scan then, but Vitality insisted on making me go to the GP. Bear in mind the diagnosis I had at that time; being told you have cancer is devasting. Nevertheless, I did as they asked, duly filled out my part, and dropped the GP's form to the surgery. I had to call the surgery 3 times to chase up, but because my GP was on leave, the form was delayed. I finally got it a few days later, but of course, until I had the 'proof' that I did not have cancer at an earlier date, Vitality refused to confirm if I would be covered. This was an unnecessary strain and stress caused by Vitality when dealing with a life-altering diagnosis. At that time, I wrote a poor Trust Pilot review. Vitality customer services (almost) immediately contacted me to apologize, then sent me flowers and asked me to remove my review, which I did at the time. They covered my cancer op and radiation treatment. Thankfully, I am cancer-free since July 2017 with 3 subsequent scans carried out in 2018, 2019 and 2020. Vitality paid for the scans in 2018 and 2019 and I self-funded the one in 2020 as I was abroad and stuck due to covid19. My review now is being written again because, despite my clear scans and no appointment covered by my policy since July 2019, in September 2020 Vitality raised our premiums by 24%. The previous year, 2019, they raised it by 23%. That is a 47% increase in the last two years. Our initial premium when we signed up for Vitality in Sept 2016, was £290 per month. Now, it is £440.90 per month; at this rate, if the increase was kept at 24% in 2021, it will be raised to $551 monthly in Sept 2021, even though no claims have been submitted since my last oncology appointment/scan in July 2019. Their website claims that with their 'transparent' ABC pricing that your premium will not increase by more than 6% due to your age, but that annual increases are 'usually around 3%'. I have written to Vitality 3 times to ask for an explanation of the level of premium increases, once in 2019 and twice in 2020. We have to this date not received a reply to any of those emails; they were simply ignored. My husband and I are both surfers; we do a formidable amount of exercise each week. I am 5'7" weighing 60kg. My husband (who has not made a single claim on his Vitality insurance since he took it out in 2016) is 6'1" and weighs 82KG. We are model height and weight. Yet Vitality makes no allowance for surfing as an activity to gain points on their policy, so unless you have an Apple Watch or a FitBit (both of which are unsuitable for surfing with) you can't prove your activity level. In November 2020, I began an official complaint into Vitality with the Financial Ombudsman, who are looking into our case. My advice is, don't take out an insurance policy with Vitality as any claims you have to make will be clawed back ruthlessly with outrageous increases in your premiums and if you have a pre-existing condition like me now, you won't be able to move insurers and maintain the cover for your condition.