Terrible, >30 minutes on hold waiting for someone to answer. Only to then find out that they need further details why I need the treatment recommended by a private physicians I funded MYSELF due to the ridiculously long waiting times on the phone to get through to anyone. They then questioned why my NHS GP didn't treat me instead! I head to read out the entire letter from my consultant and essentially divulge all my medical information over the phone. I pay for the highest level of cover & expect to be treated with some sort of respect. I am waiting for Vitality to come back to me to decide if they can cover the treatment recommended but I won't hold my breath.