Shockingly bad, even for an insurance company Vitality will do everything they can to delay your claim. Maybe they think if they continuously delay you will get fed up and use the NHS instead. Delaying tactics they have used: Repeatedly asking for the consultants letter which they have been sent multiple times. Claiming they have never received it despite getting confirmation emails and verbal confirmation that it was received. Asking your consultant to complete an additional form. Asking your GP to complete a form, for which you will have to pay. Promising to call you back but never call.