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 usThe 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
“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 touchWe 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 firstname.lastname@example.org.
If you have any further questions regarding the survey, please contact our Business Intelligence team at email@example.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.