My experience was far from good . No help , no support and finally my surgery had to be done in a NHS hospital as I needed both an ENT and a cardiac surgeon present . I was due for a refund as I could not have private treatment in a private hospital . The total refund was les than one months payment to Vitality for my wife and I , so should have been no big deal . Add to that U saved Vitality at least £5000 by having no choice but to go into a NHS hospital . However , the company made the claim as difficult as possible . The website goes down on a regular basis and phoning them usually involves a 45 minute wait . When I complained , I was told my complaint was to be taken seriously and someone would come back to me in a week . Twelve days later nothing ! I did not appreciate the snotty woman that was dealing with my complaint wishing me the most fantastic rest of my day on the most insincere way . Vitality just takes your money and does as little as possible . Having paid onto it for 40 years , and this being my first claim, there is no way I can recomend them . Totally useless service , no concern for customers and faulty IT . Look elsewhere for private health insurance . I would have done better saving some money each month to pay for potential problems rather than giving these people a very large sum each month only to get ignored and lousy treatment .