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Listening to our customers

On this page you can find information about complaints that we have received from our customers about our insurance products.

Complaints

We are extremely proud of the service that we offer our customers. However, we recognise that sometimes things can go wrong.

What to do if you have a complaint
We are always pleased to hear about aspects of your membership that you’ve particularly appreciated. We also want to hear about any problems you have. If something does go wrong, we have a simple procedure to ensure your concerns are dealt with as quickly and effectively as possible.

Complaints information
Bupa takes customer service extremely seriously. We work hard to ensure that things don’t go wrong in the first place and to resolve issues quickly when they arise. Although we strive to minimise the number of complaints we receive, they do highlight areas where we need to improve. By listening to our customers, we can continue to enhance the service we offer. Bupa, along with other major insurance companies, is required by the UK Financial Conduct Authority (FCA) to publish details of the number of complaints we have received.

 


Complaint report

Firm name: Bupa Insurance Services Ltd

Other firms included in this report: Bupa Insurance Ltd

Period covered in this report: 1 January 2014 – 30 June 2014

Brands/Trading names covered: Bupa Health and Wellbeing, Bupa Global, Bupa Cash Plan, Bupa Travel, Bupa Dental

These details are reported to the Financial Conduct Authority (FCA) and are updated every six months.


  Number of complaints opened Number of complaints closed Complaints closed within eight weeks (%) Closed complaints upheld by firm (%)
Banking        
Home Finance        
General insurance and pure Protection  4130  4015  99.4%  35%
Decumulation, life and pensions        
Investments        

Bupa only offers general insurance and pure protection products which is why some of the boxes in the above table are blank.

What the table shows

  • We received 4130 complaints between 1 January and 30 June 2014. This represents complaints from less than 2% of Bupa’s customers.
  • We resolved 99.4% of complaints within eight weeks. The FCA allows Bupa and other financial services companies this time before a customer can ask the Financial Ombudsman Service to investigate. It is not always possible for us to resolve complaints within eight weeks. For example, this could be because we are waiting for additional information from doctors or hospitals, additional information is presented to us during our investigations or there is a delay in sending and receiving information.
  • We agreed with 1416 complaints we received between 1 January and 30 June 2014.

How Bupa Global acts on our customers’ comments

Pre-authorisation of treatment

We realised that we needed to better explain how important it is to contact us for pre-authorisation before receiving medical treatment. Now, as well as contacting us or referring to membership documents, customers can read our guide to pre-authorising. Information is also available on-line (see below) in our ‘how to claim’ video

On-line claiming
We understand our customers do not want to spend unnecessary time submitting claims and administering their policy. Our customers can submit claims on-line through their Membersworld account.

watch our 'how to claim' video

quickly download claim forms and other useful documents

Customers can also track current and past claims, submit pre-authorisation requests and administer their policy on-line. The result is a simpler, faster process which lets our customers focus on getting better.

Customer specialists
We have appointed dedicated customer feedback experts who only deal with customer comments and suggestions. This enhances our ability to contact our members and use their comments to enhance our services.

Value for money
We know that for many of our customers, price is important. Changing technologies and improving clinical standards means treatments are becoming more expensive. We are always looking at ways to ensure that we provide great value to our insured members while keeping pace with these changes.

We are also expanding our network of local insurance and service partners so we can access more high quality healthcare at discounted rates. We have a number of existing networks and have recently established new partnerships in the USA, Hong Kong and other parts of Asia, further improving our global proposition.

Whether or not you claim
Being part of Bupa Global is about much more than claims and injuries. We want to help our customers every day by offering expert advice on healthy living. Customers can access a variety of medical advice and services on this website, while newsletters sent to our customers now include exclusive health articles and membership offers.

Improving healthcare
We want our customers to access high quality, good value healthcare wherever they are in the world. We help our members find the treatment they need locally, monitor feedback about their treatment and work with international medical providers on improving the healthcare experience for everyone.

Next steps