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Bupa Health Insurance

Bupa Health Insurance

1.4 from 656 reviews

Reviews

(40)
(15)
(6)
(51)
(544)
  • Value for Money
    1.6 (113)
  • Transparency
    1.4 (91)
  • Customer Service
    1.6 (117)
Geki

GekiGold Coast

  • 15 reviews

Don't respond to claims

published

Have been with Bupa for over a decade. Pay nearly 4 thousand for hospital cover for two of us! Currently have a complaint in regarding miscommunication and failure to pay a claim. Rarely claim anything ever. I have spent over three hours in phone queues and writing up emails that simply don"t respond to our needs. Very hard to understand the operators when you call them. They keep you waiting ages on the phone to tell you nothing. Extremely disappointed with the absolute lack of customer service and non-existent customer complaints system. Told they will get back in 3 days and in two weeks still not a call. Choose your private health provider carefully.

Transparency
Customer Service
Value for Money
Plan CoverageHospital Only
Coverage TypeCouple
Under 30No
Claim MadeYes
Claim Resolution Time3+ months
Claim ApprovedNo
See all answers

Very bad service never give claim

published

We pay money for claim. It's very hard to get refund on time and make claim.useless health insurance. If you have Bupa insurance you need to pay twice, one for insurance and another for health service. Totally disappointed service. Don't want to give one star rating. Worthless

Transparency
Customer Service
Value for Money
Plan CoverageHospital and extras
Coverage TypeCouple
Under 30No
Claim MadeYes
Claim Resolution Time1-2 weeks
See all answers
Sarah W.

Sarah W.Sydney, NSW

Frustrated Customer

published
Transparency
Customer Service
Value for Money
Plan CoverageHospital and extras
Coverage TypeSingle Parent Family
Under 30Yes
Claim MadeNo
See all answers
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Cheated customer

Cheated customerGreater Melbourne (Metropolitan), VIC

NO STARS - I had to give one because zero is not an option

published

Bupa cancelled my membership due to an internal error on their side. Kept money, so deactivated account has a credit. 19 years a member! No apology or offer to compensate. Disappointed is and understatement.

Transparency
Customer Service
Value for Money
Plan CoverageHospital and extras
Coverage TypeFamily
Under 30No
Claim MadeNo
See all answers
Ati

AtiSydney, NSW

Making claim

published

Poor service, I am on the phone for more than 2 and half hours now. After talking two consultant and they could not assist me to make my claim, still waiting to talk to someone. The estimate time of waiting was 24 min to 38 min, after two hours no luck. so upset. :(

Transparency
Customer Service
Value for Money
Plan CoverageHospital and extras
Coverage TypeSingle
Under 30No
Claim MadeNo
See all answers

I wish there was a 0 in the rating that I could have put.

published

Terrible customer service. Stone cold people over the phone.
Staff keep transferring to other department without trying to understand or how to fix a simple matter as extending 1.5 months of OSHC .

Plan CoverageHospital and extras
Coverage TypeSingle
Under 30No
Claim MadeNo
See all answers
Courtney

Courtney

  • 3 reviews

Customer Service no where to be seen

published

After firstly being told I wasn't covered for my hospital procedure, (when I have GOLD HOSPITAL complete cover), I again submitted a claim, 18 business days later I finally got an e-mail from them saying the delay in their response is because I haven't provided them what I asked for. I provided them proof of when & what I supplied 18 business days earlier which is excatly what they were asking for again. What a joke of a company. STILL WAITING FOR A RESPONSE NOW. Every time I try and claim there is ALWAYS an issue.

Transparency
Customer Service
Value for Money
Plan CoverageHospital and extras
Coverage TypeSingle
Under 30Yes
Claim MadeYes
Claim ApprovedNo
See all answers
  • Verified customer

Terrible service, no trust

published

- Hotline number busy and hang you up
- Don't answer email timely
- Hospital with direct-billing not accurate
- Asking a lot of documents and pre-approval to claim refund
- Can't connect to my BUPA account because their system does not have accurate information and refuse me to register

Transparency
Customer Service
Value for Money
Plan CoverageHospital Only
Coverage TypeFamily
Under 30No
Claim MadeYes
Claim DateMarch 2020
See all answers
Eddie K

Eddie KSouth East Queensland, QLD

  • 5 reviews

Coronovirus price hike review

published

Just joined Bupa in December 2019 and now in March 2020 they announce a price hike. Right in the middle of a pandemic when you can't go out and use any of their services anyway. They should be reducing the premiums during this crisis.
Update - It's good they're suspending the price hike now for 6 months.

Plan CoverageExtras Only
Coverage TypeCouple
Under 30No
Claim MadeNo
See all answers
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Worst Service

published

Twice I've tried to phone and cancel my daughters policy which was only purchased for a school trip. Firstly they question you as to why you are cancelling the policy as if you have no right to, then they leave you on hold for a long period, then someone answers, finds out that you want to cancel and tells you you've been put through to wrong area and transfers your call, once again you are put on hold. After 30 minutes today on my 2nd attempt to cancel I hung up and am going to try paper cancellation form with snail mail!

Transparency
Customer Service
Value for Money
Plan CoverageAmbulance Only
Coverage TypeSingle
Under 30Yes
Claim MadeNo
See all answers

Not Trust Worthy, No Procedures and System

published

BUPA though offers Auto debit service, it is completely not trust worthy, they take more money through auto debit for months together. I took more money from than what is due. When I escalated the issue, they said BUPA don't have proper systems and procedures in place that's why this happens and they can't do anything for it.

Transparency
Customer Service
Value for Money
Plan CoverageHospital and extras
Coverage TypeCouple
Under 30No
Claim MadeNo
See all answers
Angel

AngelAdelaide

  • 11 reviews

Bad customer service

published
Transparency
Customer Service
Value for Money
Plan CoverageHospital and extras
Coverage TypeSingle
Under 30No
Claim MadeNo
See all answers
Frank P

Frank PAU

  • 2 reviews
  • Verified customer

Worst experience

published

Tried to ring 134135 to get to customer care 4 times on Thursday 5 March, tried again 3 times on 6 March but they hang up on me on every phone call I made. Left my contact number at one of Bupa outlets to return my call to no avail. Worst customer service I ever encountered.

Transparency
Customer Service
Value for Money
Plan CoverageHospital and extras
Coverage TypeCouple
Under 30No
Claim MadeNo
See all answers
JFo

JFoBendigo, Victoria

  • 11 reviews

Customer service seems to have declined but still very good

published

I’m very happy with BUPA. Their customer service staff are usually good. I’ve had a few bad experiences with staff who clearly didn’t know the policy well, but overall I’m very satisfied and not looking to switch. Very expensive but you get what you pay for.

Transparency
Customer Service
Value for Money
Plan CoverageHospital and extras
Coverage TypeSingle
Under 30No
Claim MadeYes
Claim Resolution Time<1 week
Claim DateFebruary 2020
Claim ApprovedYes
See all answers
Emily Y.

Emily Y.Peel, WA

Is there 0 Star?

published

The worst health care provider you don't want to get in Australia. We received the call from Bupa while driving. Call back and waited for at least 10-15 minutes. Transferred from one operator to another. Eventually got told did not know who called us. The guy eventually just hung up the phone without saying anything. All he said is "is there anything we can help you?" ?!

Transparency
Customer Service
Value for Money
Plan CoverageHospital Only
Coverage TypeSingle
Under 30No
Claim MadeNo
See all answers
Health Insurance

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Steven T

Steven TGreater Melbourne (Inner), VIC

  • 2 reviews

Impossible to contact

published

I've been trying to cancel my policy for the past hour but got disconnected 3 times after waiting for 20 minutes each time. The last time I chose the option to record a message to get a call back, but while giving my phone number the line got disconnected again mid sentence.

Customer Service
Plan CoverageHospital and extras
Coverage TypeSingle
Under 30No
Claim MadeNo
See all answers

-0 stars ! Disgusting ! Heavily pregnant no respect or care for customers

published
Transparency
Customer Service
Value for Money
Plan CoverageHospital and extras
Coverage TypeSingle
Under 30Yes
Claim MadeYes
See all answers
Paul

Paul

  • 2 reviews

They are like a United States Health Fund

published
Transparency
Customer Service
Value for Money
Plan CoverageHospital Only
Coverage TypeSingle
Under 30No
Claim MadeNo
See all answers

Terrible with Claims

published

I called Bupa before going to the hospital and asked what forms I would need. After leaving hospital Bupa kept requesting for more and more information from my hospitalization and made me pay even more money to get my own records from the hospital. Every time I would call to ask what documents I needed a person would tell me I would need a different document than the last. They made the process of filing for a simple visit to the hospital much more difficult than it needs to be. I shudder to think if I had a more complicated hospitalization what hoops they would put me through to try to get a claim back. It has been three months and still they have not approved my claim.

Transparency
Customer Service
Value for Money
Plan CoverageHospital and extras
Coverage TypeSingle
Under 30No
Claim MadeYes
Claim Resolution Time3+ months
Claim DateDecember 2019
Claim ApprovedNo
See all answers
Karolina

KarolinaGreater Melbourne (Metropolitan), VIC

Lack of care

published

Lack of respect for the customer, lack of commitment, lack of communication, invoices not settled in half a year, misinformation and sending back, no communication with a hospital. Each Time i am Talking to a different person whom doesnt have a clue about a case. Several bill from hospital has not been claimed So hospital put a case to a debt collectors. Each call is a different information. Bill for hospital admision suppose to be paid in 100% it hasnt. Bupa has several different explanation why. Within six months I was asked to scan and resend bills seven Times. My policy was not a good value. My claims has not been resolve since a half of year i am with this insurance company for 4 years. No one took a care about my case properly

Transparency
Customer Service
Value for Money
Plan CoverageHospital and extras
Coverage TypeFamily Extension
Under 30No
Claim MadeYes
Claim Resolution Time3+ months
Claim DateSeptember 2019
Claim ApprovedYes
See all answers
Page 1 of 33

Questions & Answers

Belinda W.

Belinda W.asked

If I have Ultimate health cover and see a Counsellor/Psychotherapist who charges $120 per hour what is the approximate rebate I would receive back? I am trying to decide if I will go a see this counsellor as she is highly recommended but I need to know how much I will be out of pocket

1 answer
Fired Up
Fired Up

Why ask the public?

Todd H

Todd Hasked

Been a customer for over 32 years and last 25 years as family cover for my wife and 2 children. Received a letter to say my oldest when she turns 25 will have to move onto her own cover. We done that and she pays 6 months at a time, has to go into hospital to have a test. Was told she is not covered and will have to wait for 12 months due to a pre-existing illness?? How can this been when under my cover she has had the test for the last 10 years. She is not a new member and should be able to have all information carried over to her cover.

1 answer
Fired Up
Fired Up

Only BUPA can answer obviously

Robyn C.

Robyn C.asked

I required eye assessment by an ophthalmologist. Last visit I required a scan "Item MT12, OCT-non rebatable from Medicare". Could you please advise if this is covered by Bupa Extra membership.
With thanks ... Robyn

1 answer
Fired Up
Fired Up

Ask BUPA obviously

Get an answer from our members and Bupa representatives

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