From the very first claim to the end, Vitality had all sorts of problems that we never experienced with BUPA. They turned down my first claim forgetting that my cover was taken as continued cover. Thus did a 180 when proven wrong. Then specialist name after specialist name that they provided was of no use, until eventually I found one myself, which was later confirmed to be on their list. The next claim was refused even though it was a separate acute problem, they claimed was part of a chronic issue. This was utterly false, as we are both nurses have a grasp of what is and isn't related. They offer a video GP which while good in of itself, however is utterly useless for progressing claims. As the claim form has to be sent to your regular GP, who you may not have spoken to, as you used Vitality's own service. Their GP service does not link up with your claim service, thus useless. The medical underwriters are a joke, taking anywhere from 5 to 8 weeks to respond to anything. I completed a customer survey in Mid-August and a compliant manager phoned to discuss my comments, promising to look into the issues I raised. It is now mid-December and I am yet to receive a response. Ignore the silly points and money off rubbish, as a medical insurance provider they are very poor. It is the worst thing that we ever did leaving BUPA. Speak to anyone in private healthcare they will tell you BUPA pay them in a timely manner, the same cannot be said of Vitality. Overall- a terrible experience from Start to Finish. Avoid them at all costs.