Bupa Group
Bupa House, 15-19 Bloomsbury Way, London, Greater London, WC1A 2BAPatient ratings and reviews
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Reviews
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Review titled cheaper than AXA but far, far worse
Rated 1 star out of 5
by kam - Posted on 24 July 2024
cheaper than AXA but also much worse - you really do (or do not in this case) get what you pay for. i have been with axa for many years and had a number of claims from big to small and the service and ease with which you deal with axa was (looking back) the gold standard from my perspective. but, looking to economise, i thought i would switch to bupa - seemed the same on paper, and i had not heard anything overtly bad. booking a gp appointment with the app was "ok" at best - really lousy app design and disjointed but got there in the end. but i will share the exact experience which has made me start the process of switching back to AXA. - son had a breathing problem for which GP made a referral and used the phrase "problem had been going on for a long time" (using my son's words) - BUPA stated this is "pre existing" as the wording "long time" was used and i needed a letter from my own GP stating my son had no pre existing conditions - i then got this letter (paid for by myself) and sent along to BUPA - they then reviewed this letter and decided to disregard it, reverting back to the original and saying this is considered pre-existing - i was then asked for another GP referral explicitly stating when symptoms started - using BUPA's own GP i had another appointment and then obtained a referral explicitly stating symptom start date and sent along thinking this should be the end. - BUPA rejected this third letter (even though it was from a GP in their own network) referencing the first letter saying they consider this to be pre-existing. obvious questions... why ask for me to pay for a pre-existing medical conditions statement when it was going to be disregarded? why ask me to get a second referral (from their own GP) if it was going to be disregarded? if they cannot trust a referral from their own GP, what is anyone to do? how will the GP feel when i inform them (which i will) that their professional medical opinion is being ignored? since then, i have booked and paid for my own appointment as i don't have the time to waste with BUPA. i have also started the process of going back to AXA where i have used their claims process for more minor issues than this (mild rash and seen a skincare specialist also for my son). i am sure BUPA are great when there are serious black and white problems that obviously cannot be classified as pre existing (but i am sure they would try). however, be warned, if you have something a little less clear cut (especially with children it would seem) such as my case, you are probably in for a bit of a scrap with BUPA to get coverage as it seems they will do whatever they possibly can to make this as difficult or impossible for you. i am fortunate that i can cover this out of my own pocket, but if you are not, then I strongly suggest that when working with BUPA make sure you tell whatever GP to be crystal clear and water tight in any referrals and try to eliminate any possibility for BUPA to push back on the claim.
Visited July 2024
Bupa Group has not yet replied.
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Review titled Horrendous service
Rated 1 star out of 5
by Anonymous - Posted on 01 May 2024
I had a horrendous experience with Bupa. Extremely poor app, very bad customer service and expensive too! The worst private medical insurance I have experienced so far. My first virtual appointment with a doctor via Bupa touch app was delayed because the doctor didn't show up on time. Then I received an automated message to book a new appointment if I wish to. When I tried to cancel the current appointment, there was no option on the Bupa app to cancel and didn't allow to book a new appointment for the day. For the pre-authorisation, Bupa asks to fill the online forms again that you have already filled while booking an appointment with a doctor. The whole process is tiresome and energy draining! I have cancelled my policy with them anyway.
Visited April 2024
Bupa Group has not yet replied.
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Review titled poor communication and service
by Anonymous - Posted on 03 April 2024
We first filed a claim in February for our son's scarring acne issues. We had a referral letter from our NHS GP which we forwarded to them. It took weeks to hear back from Bupa, they have not responded to emails and several phone calls chasing the claim. We finally got to speak to someone six weeks after the original claim was filed. They said that they see no reason why this would not be approved and that the delay caused but seeking clarification about the history of the problem was unfounded. They then called back to say that they would not cover this claim as acne or scaring was not covered by their policy. It took six weeks to get this answer. They offered to cover pre-referral costs - I see this offer as "adding salt to the wound" as they had the information that the referral letter was given to us by NHS GP which would have been free of charge to our teenage son. We have been with Bupa since 2017 and this is the first time we tried to make a claim for our son. We will be leaving their services.
Visited April 2024
Bupa Group has not yet replied.
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Review titled Useless and inefficent
Rated 1 star out of 5
by Tiina - Posted on 21 March 2024
Our company switched to Bupa because our previous insurance company left the market. When our employee needed a specialist consultation she was multiple times denied access despite having an NHS GP referral and later a Bupa consultant referral. She was experiencing pain and English is not her native language, Bupa consultants didn't express any empathy and weren't willing to help her. To get an authorisation for a specialist's consultation Bupa made a mandatory pre-treatment form which should be filled by GP surgery, paid privately and not covered by policy. GP surgery charges £90 for each time the form should be filled and provides this service within 28 days. Looks like a corruption scheme adding a bureaucracy burden to the overloaded NHS system and charging people for unnecessary paperwork. It should be closely investigated to find beneficiars and should be banned as a malpractice complicating access to health services paid by customers.
Visited March 2024
Bupa Group has not yet replied.
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Review titled BUPA - Awful
Rated 1 star out of 5
by Mark A - Posted on 11 December 2023
BUPA is no longer worth having if you are a private individual. They deny all claims by default and refer them for medical assessment. I never had an issue when I was covered by my company, always got an authorisation straight away. Clearly supporting their shareholders and not those who pay large sums to ensure they stay healthy. An absolute disgrace.
Visited December 2023
Bupa Group has not yet replied.
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Review titled Terrible aftercare
Rated 1 star out of 5
by Anonymous - Posted on 08 December 2023
Was advised by spinal surgeon to have physio for my damaged back. Bupa issue these in blocks of 5 . First set of 2 was fine , physio using laser and ultrasound. Third request denied , no reason given. They tell me I have £95 still in my pot for outpatients but deny my claim. I have severe back pain, spasms and unable to sleep with pain. There review takes 3 weeks while I have no treatment
Visited September 2023
Bupa Group has not yet replied.
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Review titled Waste of Money
Rated 1 star out of 5
by David Taylor - Posted on 06 April 2024
Was given Bupa as part of a work package, paid extra for family to be included. Unfortunately wife became ill and tried to use the service. Was given options of professionals to see, however they kept missing online appointments, then given a list of people to see, only never able to get an appointment. What's the point. Complained to Bupa only to be told it's not there fault and it is what it is. Thank good for the NHS who managed to help my wife. Will never sign up to these again
Visited September 2023
Bupa Group has not yet replied.
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Review titled Poor and unreliable service
Rated 1 star out of 5
by Anonymous - Posted on 28 February 2023
I took out a Bupa personal healthcare insurance policy for myself and my partner in order to get a potentially better level of care as well as reduce our reliance on the NHS and thereby help to alleviate their well published current pressures. I took out the policy on 01/02/2023. At the end of February, my partner needed to speak to a doctor. I found that the Bupa app was very temperamental and despite them having sent me a policy document including all the details were correct for us both, there were no family members showing on the app and they had recorded my gender incorrectly as female. We eventually managed to complete an online form requesting treatment and were advised she would be contacted within 3 working days. She was not contacted and we downloaded the Babylon app (as I believe they provide the care on behalf of Bupa) and she made an appointment with a healthcare professional, which was meant to be at 0900. At 0910, she received a text saying the professional was no longer able to take her appointment. She then received a call from Bupa to say she was to contact her NHS GP for treatment, totally negating the point of having a Bupa policy. Needless to say, we cancelled the policy immediately. One good thing I can say for Bupa is that they kindly refunded us all our money despite us being slightly outwith our cooling off period. I would not personally recommend Bupa to anybody considering private healthcare.
Visited February 2023
Bupa Group has not yet replied.