Listening to our customers
On this page you can find information about complaints that we have received from our customers about our insurance products.
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.
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.
Firm name: Bupa Insurance Services Ltd
Other firms included in this report: Bupa Insurance Ltd
Reporting period: 01/07/2016 to 31/12/2016
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.
|Complaints opened per 1000 policies in force||Number of complaints opened||Number of complaints closed||Percentage closed within 3 days||Percentage closed after
3 days but within
|Percentage upheld||Main cause of complaints opened|
|Insurance and pure protection||15.66||24,545||25,022||69%||28%||51%||Product performance/features|
What the table shows
We received 24,545 complaints between 1 July 2016 and 31 December 2016. This represents complaints from less than 2% of our customers.
We resolved 97.6% 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 12,645 complaints we received between 1 July 2016 and 31 December 2016.
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
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.
We have appointed a dedicated customer feedback expert who only deals 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 world-class 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.
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.
We are always pleased to hear about aspects of your membership that you have particularly appreciated, or that you have had problems with. If something does go wrong, here is our simple procedure to ensure your concerns are dealt with as quickly and effectively as possible.
Getting in touch
If you have any comments or complaints, you can call the Bupa Global customer helpline on +44 (0) 1273 323563, 24 hours a day, 365 days a year. Alternatively, you can email via firstname.lastname@example.org or write to us at:
We want to make sure that customers with special needs are not excluded in any way.
We also offer a choice of Braille, large print, or audio for our letters and literature. Please let us know which you would prefer.
Taking it further
It’s very rare that we can’t settle a complaint, but if this does happen, you may refer your complaint to the Financial Ombudsman Service. You can write to them at:
The Financial Ombudsman Service
Or call them on:
0800 023 4567 or 0300 123 9123 (from inside the UK only)
+44 (0) 207 964 0500 (from outside the UK)
Find details at their website:
Please let us know if you want a full copy of our complaints procedure. (None of these procedures affect your legal rights).
French resident customers may also refer a complaint to the Autorité de Contrôle Prudentiel et de Résolution, Service Informations et Réclamations, 61 rue Taitbout, 75436 Paris Cedex 9.
The European Commission also provides an on-line dispute resolution (ODR) platform which allows consumers to submit their complaint through a central site which will forward the complaint to the right Alternative Dispute Resolution (ADR) scheme. In relation to Bupa Global this is the Financial Ombudsman Service and you can go to them directly as shown in the contact details. For more information about ODR please visit http://ec.europa.eu/odr