Customer feedback

We are always looking at new ways to improve your Bupa Global experience, and your input is the best way of finding out if we are offering the service and help you need.

One of the ways we receive your feedback is through our customer experience surveys. These surveys are conducted by our partner Satmetrix and take no more than five minutes to complete. You may receive the surveys at various points throughout the year, and we have already had more than 15,000 responses since the programme started in October 2008.

What have we changed?

Listening to your feedback, we have taken various steps to improve our services. Here are some of the things you have helped change within Bupa Global:

Pre-authorisation We realised that we needed to explain more about pre-authorisation, how it works and why it’s so important if you have upcoming treatment. We now have an FAQ on pre-authorisation in our newsletter and there is a claims guide on our homepage where you can find out more about the pre-authorisation process and get all necessary claim forms on one simple page .

Customer specialists We have a new customer expert, Dominic Moyse, who will deal with all your comments and suggestions in more detail. If you have experienced any sort of difficulty or frustration, and have expressed this in the survey, Dominic may contact you to discuss how we can best resolve your query and improve things in the future.

Value for money We are now getting a clearer understanding about which products and services you value as a customer. This information is helping us to identify where improvements in our product range need to be made to increase value for money. 

Whether or not you claim Being part of Bupa Global is about much more than claims and injuries. We want to help you in your everyday life by offering expert advice on healthy living. You will find plenty of medical advice and services on our website , while your membership newsletter now includes exclusive health articles and membership offers.

What you think of us

The survey asks you to rate our performance on a scale of 0-10 and invites you to leave any further comments. Around 90% of you have done this, and here are some of the things you said:

“Bupa is the ‘Rolls-Royce’ of medical aids and your service is relative to the fees
one pays.”

“It has the only call centre in the world which actually works, and which
appears to be serviced by helpful, educated ‘can do’ people.”

(These are the opinions of Bupa Global customers)

How to get in touch

We will continue our customer survey programme and look forward to hearing more from you. If you have an urgent question or comment, you are always welcome to contact our customer loyalty team at loyaltyteam@bupa-intl.com.

If you have any further questions regarding the survey, please contact our Business Intelligence team at customerperspective@bupa-intl.com.

Do we have the right email address for you? To make sure we can always reach you, please update your contact details on your MembersWorld page.

Want to speak to an adviser?

If you have any questions or would like help choosing the right level of cover, please get in touch.

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