Bupa レビュー 

I have been with BUPA over 30 years and only used the service once.
I have recently developed a lump in my groin and severe "burning" pain.
BUPA leave the customers to arrange consultations. Telephone support appalling ... consultants offering earliest appointment in 4 weeks. Even NHS do better than that !

If it wasn't for the kind staff Bupa Durham, Bupa would fail miserably on their admin and so called apps which do not eork.Mature health assessment ok. Results and referrals could only be emailed to me as for some reason the Bupa app could not load them. Given up complaining about the appalling app - appalling service regarding this. Loads of miscommunication waiting for results as was told they would all be on the app. No chance! Waited another 2 weeks with 2 prompts for a mammogram - and 2 weeks after it, still no results. I defected from Bupa years ago because of a very upsetting monumental admin error - alas some things never change. In this case they're even worse! There are other providers of mature health assessments so please do your homework first.

BUPA disingenuously asserts that the Open Referral Network "gives patients the confidence to choose their own consultant". This is pure doubletalk as in fact the system does nothing but limit member's choice to a select pool of specialists who have agreed to reduce their fees in line with BUPA's stipulations. So, when I was referred for a specialist opinion it was not surprising that the only consultants available to me on my policy were those who are newly qualified and inexperienced because these are the only specialists who can be bullied to sell themselves short.

I was a bit annoyed with BUPA, all of a sudden, inserting an excess onto my policy at renewal. I asssumed a renewal would be for the same thing as the old policy but it is not and they do not make it obvious at all.

I tried to use their service to get a skin issue looked at but since I last used them a couple of years back, they have made access more difficult. For many things you could self refer but not now. You have to go through an on line GP service which slows things down. You then have to arrange an appointment with the specialist yourself. From things taking a few days it is now a couple of months to see someone. The NHS is quicker.

I wish I could give them zero stars or negative stars. Since I have taken their full coverage in October 2025 (8 months), I have submitted only 3 claims. And not even once they refunded without harssing me. Third one is still pending and it is for a very simple infection, yet I am being asked to provide all reports from last 2 years, medical history for last 2 years. And mind you, I have taken a super expensive package with them. Never ever going to repeat the mistake of taking their package. stay away from them.

If I could give 0 I would. I have tried multiple times on their messaging service with simple straightforward questions and not one had a passable experience. They (live agent) answer pretty quickly but then expect 17-20min or more gaps in between - I have been chatting to someone for over an hour now and still not gotten an answer to my simple question. I always have to end up calling call centre which as you can imagine means a very long wait seeing as everyone had to call due to them having a completely unhelpful and unusable online messaging service. The worst company I’ve ever had to deal with online. I see I’m not alone in this experience - will be moving back to my old provider.

The worst experience I've ever had with any insurance company. They don't respond to messages, they look for reasons not to pay, they look for reasons for exclusions, they increase price every year by 20% or more...Choose another company!!

Cuidado con Bupa, los vendedores me ofrecieron "el oro y el moro" para que mi esposa se cambie a esta aseguradora, lamentablemente a los dos meses tuvo un accidente y no quisieron pagar porque era alto. Tuve que cambiarme a un broker de confianza para me ayude y logre conseguir el 45% del valor que tenian que haberme pagado, pero despues de 5 o 6 meses y una lucha continua. Al inicio yo me deslumbre con esta empresa porque es internacional, pero al final, literalmente me dijeron que no iban a perder dinero cuando fui a sus oficinas y desde el inicio me dijeron que pensaban que no me iban a pagar nada.

It's simply appalling.
A frustrating app that uses several ways to just say 'go away and use your NHS GP'.

I won't be renewing. Its easier and cheaper to just pay as you go at a private hospital.

[Edit - 120 days later, they respond. Case rested..!]

I paid £850 for a health assessment, as did my husband. We visited on the same day and left disappointed at the lack of clinical tests conducted. At least 30 minutes of the 2 hours were spent discussing mental health and sleep, which we were not there for. But more annoying was the fact that he was tested for vitamin deficiencies and I was not, even though I specifically asked about this. They did test my thyroid, did an ECG, and full cholesterol check. But that was pretty much it. Nothing I couldn't get for free at the GP. Very much not worth it!

I am extremely disappointed with Bupa’s chat bot. It is completely unhelpful and fails to address even basic queries. Instead of providing clear guidance or directing you to the right support, it loops through generic responses that add no value whatsoever.

What makes it worse is the level of frustration it creates. When you are already dealing with a stressful situation, the last thing you need is a system that wastes your time and increases your stress. It feels like a barrier rather than a support tool.

For a company like Bupa, this is simply not acceptable. Customers expect efficient, human-focused support, not a poorly designed bot that cannot resolve issues. This needs serious improvement.

Every time we’ve booked an online GP appointment, it’s been an awful experience. The doctor doesn’t show up, and we then have to go through the hassle of rebooking. It’s frustrating, inconvenient, and not worth the money you pay.

Visited GP for Frozen shoulder asked for a referal for Bupa. Bupa gave ma an authorisation number and recommended several clinics. Could not get an appointment with any of them using BUPA. Ended up paying cash upfront. A very difficult system to use. I personally have had x 3 failures. NHS much better.
Problem persists going back to NHS

Terrible experience, I got in touch with their support chat via the app with an agent called Jaime. Told me they had updated my cover as requested. Just found out today that I am not covered and they didn't actually make the change I wanted. How is this acceptable? I'm now due tax charges and luckily I didn't need to claim my insurance in that time.

I was offered BUPA cover as part of the package for a new job. I decided to take it as I had had good experiences with BUPA in the past. However, things seem to have deteriorated a lot in just three years! I struggled to log into my account, both online and in the app. Was told to wait a couple of hours to see if I could log in then... The person on the phone couldn't sort it out.

Finally managed to get logged in and none of the actual cover data was available.

Was then told that only 5 physio appointments would be covered. This used to be 10 as I'd had physio with them before. I mentioned this and was told I was wrong. So I guess I just managed to sneak in an additional five appointments then. Because I was never charged.
The cover year runs from April to March. My company have chosen a £150 excess (bit tight but fair enough). So, if I booked five appointments mid Feb (when my cover started), I would have to pay the £150 excess (about 3 appointments), get two paid for, then assuming they were weekly, I may get one more covered (if BUPA agreed to this after my physio made a report), and then it would be the next year and I would have to fork out another £150! What a scam! The cover year should run from when your cover starts. I may as well just pay for the physio and not have the hassle, or go via the NHS.

23rd Feb edit:
Finally managed to organise some therapy via BUPA. Was advised there was no excess for this type of therapy - BUPA organised the therapist. Had one session, which was mediocre. The therapist then went on holiday, but promised to book more sessions and send over some paperwork. No further sessions booked and no paperwork received. Called BUPA who advised they couldn't help and gave me a number to call. No answer on the number provided. In the meantime I received a bill for £128 for the first session (UK average for the same is £40-£90). Then find out I could have chosen my own therapist (better and cheaper!). Had to call BUPA again who put me through to their 'Talking Therapies Team' (who they sell as independent, but are owned by BUPA). Took them an age to actually answer the phone. The woman I spoke to was very help helpful, but that doesn't change the fact that I am now left with a bill for mediocre therapy and poor service (that I will not be paying).

I have been a member of BUPA for 30 years. Customer services and advisers used to be able to apply common sense and were polite and professional. Now it is the luck of the draw - the person I spoke with was 'computer says no' trained! I paid for my initial consult as per policy terms. A procedure was authorised - this took a long time to be agreed. The test was not available within 180 miles of my address. They eventually authorised it to be done through NHS. I was not billed for this and was on a normal waiting list. I now need to see the consultant for my results and to discuss the next steps. BUPA say they will not pay for the follow up as the NHS carried out the procedure. BUPA authorised this as they were unable to find anywhere for me to have the test privately. I had to wait 5 months.
I had another episode 2 years ago where a particular cardiac test had to be carried out by the NHS, that time BUPA paid the NHS because once more they could not provide the test privately within SW UK. It was very complicated to get authorisation at an already stressful time.
I have downgraded my policy but it is still £400 a month, with the annual £250 excess. Due to delays in sourcing treatment in both cases I had to pay 2 lots of excess payments for 1 course of treatment.
If you are starting out with private health insurance, I would no longer recommend BUPA.

I would advise if you are considering heath insurance avoid BUPA health . We have been using BUPA for 20 years paying substantial premiums monthly. We have had two health issues in the last 12 months neither of which were pre existing, both claims have been refused on technicalities. My advise is to go with different insurers

jaw droppingly awful, endangering patients lives. approved refunds of treatment are meant to be resolved and paid within 21 days. Not happened. A new request for funding, made 4 weeks ago still no response. A password promised to allow me to access information has not arrived after 3 weeks. I require their funding to have an echogram - within my funding parameters and after 21 days nothing received. Launched a formal complaint today which may take 8 weeks to he resolved ???

Had a treatment pre authorised by BUPA by their pre authorised and approved consultant but because kit was picked up at a different hospital (at the direction of their consultant) they refused to settle the invoice.

Overall BUPA seems to use any technicality to get out of paying.

I fully appreciate BUPA has a good track record for enabling medical assistance but their first line CS team, without exception are hopeless. There is no explanation of SLA's, CS operators are giving our wrong information as a constant because they do no have an understanding of their product.