You said, we did
Addressing key themes from our first intermediary survey.
In August 2025, we surveyed over 1,400 intermediaries around the world. These were brokers that we, or our partners, have worked with in the previous year.
We asked you about our proposition, our digital platforms, your interactions with Bupa Global, and how likely you are to recommend us. Six key themes emerged, including:
Reducing bureaucracy
Reducing delays in communications
Premium increases
Management of claims
What you told us, what we've already done and what we're planning
Reducing bureaucracy
You told us we need to reduce bureaucracy.
What we've already done:
- We’ve reviewed the UK individual sales and onboarding customer journey, identifying ways to streamline processes and enhance customer experience.
- We’ve improved process for sharing information between sales and onboarding teams for UK SME groups with subgroups in the UAE, ensuring correct information is gathered first time, reducing onboarding time.
- We’ve improved the bereavement process and rolled out further training, utilising our customer care team to co-ordinate all activities to ensure key actions are taken in a timely manner while supporting relatives.
What we have planned:
- More end-to-end reviews of key processes and regional customer journey mapping in Dubai, Egypt and the rest of Africa to identify and remove waste.
Reducing delays in communications
You told us we need to reduce delays in getting back to you.
What we've already done:
- We’ve updated our internal information to make it easier to find the information needed to answer your queries first time.
- We’ve put in place a process for case management escalation to ensure there’s 24/7 access to the correct escalation routes.
- We’ve developed a quote tool for you to be able to product quotes for individual customers in the UK.
What we have planned:
- Further updates to our internal directory so we can direct your queries to the right people, quickly.
- We are developing a quote tool for you to be able to produce quotes for individual customers in Africa and further developing the EU quote tool so you don’t have to request and wait for quotes from us.
Premium increases
You told us you are concerned about continuing high increases in premiums.
What we've already done:
- We published our Bupa Global Healthcare insights report which details claims trends and advances in medical treatment which helps explain some of the factors that influence our pricing.
- We’re piloting a welcome call for individual customers in the UK, part of this will help customers understand the full range of services they can access.
What we have planned:
- We are producing a summary flyer from the Global Healthcare Insights report which you can share with clients to help explain the reasons for the costs of their premiums.
Management of claims
You told us you weren’t always satisfied with the day-to-day management of claims and delays in payments.
What we've already done:
- For UK-based customers with claims in Arabic, we are now using Co-pilot to translate these claims rather than referring every claim to our team in Cairo. This has reduced the turnaround of these claims from 8-10 days to 1-2 days.
- Where claims have been outstanding for more than 21 days due to missing information, we have put in place a new process so we can pay parts of the claim where we have all the required information.
- We’re piloting a welcome call for individual customers in the UK, part of this will guide customers through how to make a claim.