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Bupa Health Insurance
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- 7 reviews
- 8 likes
Customer Service Hopeless & impossible to get help
Such an awful experience. Impossible to get through to someone on the phone. I was on hold for 90 minutes. You'd think they would employ more staff in customer service, in order to retain customers. Their customer service agent lied to me about my policy. I checked my emails & her information was incorrect. Not to be trusted. Due to long waiting times, I will now cancel my membership and go to another provider. I will also lodge a formal complaint with the regulatory authority. Also, a rip-off compared to HCF.
THE WORST HEALTH INSURANCE COMPANY EVER
Policy was seriously worst value. Just getting through to speak to an operator takes hours and when you eventually do the customer service people are rude, careless, and shut the phone in customers faces. You can’t get any questions answered ever. Nightmare of an insurance company!! I would’ve rated zero if I could.
Good afternoon,
This isn’t the sort of experience we want for our members, and I can appreciate your frustration trying to reach us while we’re experiencing a high volume of calls. We want you to fe...
Read moreel welcome whenever you contact us, so it’s concerning to hear about your interaction when speaking to our consultant recently.- 3 reviews
- 2 likes
Terrible service and poor value for money
Have been with bupa for almost 10 years. Terrible customer service, told multiple different things depending who speak to and very poor value for money in comparison to other funds.
Good morning, Stefanie.
It’s very concerning to hear your experience and I'd appreciate the opportunity to understand more about what's happened here so your concerns can be investigated appropriately. ...
Read more Please send us a Facebook private message (http://ms.spr.ly/BupaAustraliaPM ) with your full name, date of birth, membership number and the details of what happened, and I'll meet you there. If you don't have Facebook, our Social Media team can also be reached by sending a direct message to the verified Bupa Australia accounts on Twitter and Instagram. Here when you need, KristinaHorrible Customer Service
Had to wait almost 24 hours for a chat reply on Whatsapp. Then was told I was being transferred to another agent and had to wait all over again. Don't they realise that a small investment in customer service can greatly enhance the customer experience ?? DO NOT USE THIS INSURANCE PROVIDER
Hi Simo,
I can appreciate how having to wait for a response may be frustrating, though our messaging service isn't a live chat and is designed so you can go about your day and be notified when an available advisor has replied....
Read more We're experiencing a very high volume of enquiries through all customer service channels at the moment which is causing some delays. We really appreciate your patience during this time, and if you're yet to have your enquiry handled I’d be happy to take a look if you send us a Facebook private message (http://ms.spr.ly/BupaAustraliaPM ) with your full name, date of birth, membership number, and the details of your query. Please note, this also isn't a live chat, though rest assured, any messages received will remain in our queue until they're routed to a specialist who'll assist you further. Here when you need, KristinaFind out how Bupa Health Insurance compares to other Health Insurance
Know better, choose better.
- 2 reviews
- 1 like
BUPA pregnancy cover is a joke!
After meeting with a BUPA rep through my work, I purchased a BUPA cover, including extra for Pregnancy cover. After paying fees that have increased yearly for 3+ years, I am now pregnant (yay!). Unfortunately it turns out that BUPA has one of the WORST pregnancy cover available. It does not actually cover any fee relating to pregnancy, and only gives you access to delivering your baby in a private hospital. However in order to deliver in a private hospital in AU, you must see an obstetrician, which is not covered and costs about $7,000 out of y...
Read moreour own pocket. It would have been cheaper & easier for me to not have pregnancy cover and simply pay for my own bills when pregnant (or leverage the public system & Medicare), than to subscribe to a BUPA pregnancy cover! What a joke!Congratulations on your exciting news!
It's difficult to read that you're not finding value in your cover after upgrading it to include pregnancy, though I appreciate that having unexpected out-of-pockets isn’t a great experience....
Read more Private Health Funds in Australia for those with Medicare can only cover inpatient hospital admissions and extras services. This is because the Federal Government places strict rules on what can and can't be covered, and only allow Medicare to potentially pay towards outpatient treatment and consultations. When you're admitted into hospital and covered under your policy, specialists such as an obstetrician can choose to charge above the Medicare Benefit Schedule (MBS) fee for their services, which is why it's always important to ask for an Informed Financial Consent (IFC) from all the specialists involved. This will outline anything you may need to pay out of pocket. If you specifically asked for pregnancy coverage and were not explained how this works, I'd appreciate the opportunity to review this conversation and ensure all feedback is passed on to the right place. If willing, please send us a Facebook private message (http://ms.spr.ly/BupaAustraliaPM ) with your full name, date of birth, membership number, and the details of your enquiry. If you don't have Facebook, you can find our other contact methods on our website: https://www.bupa.com.au/contact-us Here when you need, KristinaOutstanding Service !
We recently made some claims at your Marion office and received the most outstanding service from Coutney. She majorly helped us improve our health care plan and gave excellent advice on how to best utilise our cover. Immense thanks from Kara and James Maclean.
Hi Kara and James,
Thanks for taking the time to share your thoughts on your experience at our Marion store! I'm so glad that you received such great service, and I've made sure to pass your kind words directly through to the team....
Read more Enjoy the rest of your day, Kristina- 2 reviews
Scam insurance company
I wont and never recommend bupa to anyone that i know! I need a hospital lost that can cover IVf 100% guess what, after i asked about genea things they only reply me with link of website where i can only check the policy! Wth!! After 2months be member i just choose to say goodbye. Paid for top75 extras and gold hospital cover each month $300 for crap services, no way!!
Good afternoon, Gracia.
It's difficult to hear your experience, and I'd really appreciate the opportunity to look into this further for you and pass on feedback to the relevant department....
Read more If willing, please send us a Facebook private message (http://ms.spr.ly/BupaAustraliaPM ) with your full name, date of birth, membership number, and the details of your enquiry. If you don't have Facebook, you can find our other contact methods here: https://www.bupa.com.au/contact-us Warm regards, KristinaRelated Articles
- 2 reviews
- 4 likes
If I could give lower rating I would
I have been a member since 2014. Enquired today about increasing my hospital cover to cover weight loss surgery. Not only did it take them OVER 6 HOURS TO GET BACK TO ME - which is so utterly unacceptable for any company, let alone a member-based organisation - but I was then told I would have to serve a 12 month waiting period because it’s considered a pre-existing condition. I get it if you’re a new customer but I’ve been with you for 8 years! Surely they could make exceptions for existing customers? So…I can switch companies, get the same cover with the same waiting period…so why would I stay?
Hi Melissa,
While it's tough to hear that you're thinking of leaving the Bupa family, I can appreciate that being told you need to wait may not be ideal....
Read more All customers that upgrade their policy need to sit standard waiting periods for the new services that they weren't previously covered for. This is something that comes under Community Rating, which all Australian Health Funds need to abide by. This means that all customers are treated the same to ensure fairness, so we wouldn't be able to waive 12 month waiting periods due to tenure. If you'd like to speak further about this, you're more than welcome to send us a Facebook private message (http://ms.spr.ly/BupaAustraliaPM ) with your full name, date of birth, membership number, and enquiry, and we'll meet you there. Please note that we're not a live chat, though we always aim to get back to you within a timely manner. Healthy regards, Kristina- 4 reviews
MBF was amazing, BUPA is a company that doesn’t want to help you
I was with MBF from childhood, & continued on after I aged out of my parents’ policy. BUPA bought MBF & it’s been downhill from there.
I had to have top hospital so I could attend group therapy & receive TMS via a psychiatric hospital. MBF were lovely when I had to get this cover - they even waived the waiting period so that I could start treatment ASAP.
In contrast, after BUPA took over my brother had to increase his coverage for the same reason, & they made him wait for the cover even though he had also been a member of MBF then BUPA. It did...
Good afternoon, Caitlin.
While we always love to hear from our long-term customers, it’s disappointing to read that you haven't had the best experience with us previously....
Read more Bupa has levels of cover with inpatient hospital psychiatric treatment and outpatient mental health services both in person, and digitally through Cognitive Behavioural Therapy with registered providers. We've continued to add more services and provider types to our mental health category over the last few years, as it's important to us that we're there for our members when they need us the most. It's difficult to hear about the experience that both you and your brother had with us, and we really appreciate you taking the time to share your feedback. From 1 April 2018, the Australian Government introduced changes for people who need immediate mental health treatment as determined by a psychiatrist. In light of this, I'd strongly recommend any Bupa members in the position where they're not fully covered for inpatient psychiatric treatment under their hospital cover and are in need of this type of admission contacts us so we can look into any possible options. While we absolutely appreciate loyalty, Australian Health Funds are required to abide by strict Government Discounting Legislation, along with the concept of Community Rating. This means that while certain offers are available to new customers, we're unable to provide them as loyalty bonuses. I can understand how this would be disappointing, and I'd recommend speaking with our Customer Care team to see if there's anything they can do to lend a hand. I’d be happy to arrange a call back within the next 2-3 working days, however as Product Review is not a secure platform I ask that you please send us a Facebook private message (http://ms.spr.ly/BupaAustraliaPM ) with your full name, date of birth, membership number, best contact number, and enquiry. Otherwise, they can be called directly on 1300 365 623 until 8pm AEST tonight. Here when you need, Kristina *Private Health Information Statements (PHIS) are available for all our levels of cover online.Hi Kristina,
Thank you for your prompt reply and for the information you have provided.
...
Find out how Bupa Health Insurance compares to other Health Insurance
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- 5 reviews
- 7 likes
Dont waste your time
Waited 30mins to see a customer service in store for a simple tax receipt that you cant access from the website. Written multiple times to customer enquiry and never received any answer. Been with BUPA for more than 10 years but standards are dropping. Will be looking to make switch as soon as possible.
Good morning,
While it's always great to hear from our long-term members, it's disappointing to hear that you haven't had a great experience and would consider leaving the Bupa family as a result. We...
Read more know just how important it is to be there when you need us, so it's concerning that this hasn't been the case and I'd appreciate the opportunity to investigate this further.- 2 reviews
- 1 like
International visitors and students- Beware
Have been a member since 2020. Had an acute emergency, needed to go to Emergency. Called the helpline to ask if it’s covered . All lines closed on Sundays. Called the emergency reception for students . Sarcastic, was told he doesn’t if it will be covered , can’t help and hung the phone up . Students look else where . People get sick on the weekends too . Not only during weekdays. Very rude . Is there a Zero rating ?
Good afternoon, Rebecca.
We understand just how important it is to be there when you need us most, so it's disheartening to hear about your experience. I also hope that you're okay, and that you're o...
Read moren the road to a speedy recovery. I'll be more than willing to assist you with your enquiry if you still need a hand, along with passing on the relevant feedback about the experience you had when calling our 24 hour international student advice line.There are no words to say how exhausting this company is to deal with - Buyers beware buyer RUN
No one calls back when my policy lapsed whilst I moved in with my mother after she was diagnosed with terminal cancer. I called them at least 6-8 times and they promised to get back to us. That was December 2021. I have no health cover and due to their incompetence we now have to qualify for pre existing complaints and extend the loading. I'm just disgusted and distressed.
Good morning, Lory.
I'm so sorry to hear about your mother, and while it's never our intention to cause added stress during such a difficult time, it's very concerning to read that you've still not heard back about this....
Read more Here in our Social Media team, we can ensure this is investigated appropriately and that feedback on your experience is passed on to the relevant managers. As Product Review isn't a secure channel, I ask that you please send us a private message on Facebook (http://ms.spr.ly/BupaAustraliaPM ) with your full name, date of birth, membership number and the details of your review. If you don't have Facebook, our team also can respond on Instagram and Twitter if you send a direct message to our Bupa Australia account which is verified with a blue tick. I hope to hear from you soon, KristinaFind out how Bupa Health Insurance compares to other Health Insurance
Know better, choose better.
Don't even care about long serving customers
I ordered a new sleep apnea machine as I have been diagnosed. I upped my membership to cover it which would take 12 months to set in.
I accidentally thought my waiting period was completed and lodged my claim for the machine and received a reply saying "no, we will not process this as you are early on your waiting period by 1 month"...
This is after being a member with bupa for over 9 years, barely making use of my insurance claims and then I get hit with this all because I was a month early.
So they will take my money without question but if I am looking to get $500 from a machine that costs over $1500 I'm the bad person.
I think I will be going with a new insurance after this
Hi Dylan,
While it's great to hear from one of our long-term members, it's disheartening to hear you've had such tough experience when submitting a claim, and that you'd consider leaving us as a result....
Read more Whenever you upgrade your policy to include cover for services you didn't previously have, there'll usually be standard waiting periods that'll apply to those services. These waiting periods are often unavoidable, and we apply them to all new and upgrading members, irrespective of their tenure with us, to ensure fairness to everyone. I can appreciate that it'd be frustrating to be just a little too early, so we always recommend getting in touch with us prior to making a claim. This way, we can let you know how you're covered, provide you with a benefit estimate, and even identify any particular issues. I'd appreciate the opportunity to investigate this further so if you're willing, feel free to send me a private message on Facebook here: http://ms.spr.ly/BupaAustraliaPM . Be sure to include your full name, date of birth and membership number to tick off a privacy check, and I'll meet you there. Here to help, SamSam,
I don't agree with your comment about fairness and equality. We both know new customers will get a better onboarding rate than existing customers right?...
Read more I'm also sure family members of staff would receive a discount too. If we are talking fairness and equality - what about all those years that I paid for health insurance where I didn't claim? I see absolutely no incentive to stay at this point as: * Being a long time customer means nothing? * For the sake of 1 month early you won't waive it (which is also crazy for a treatment that I need and I had already waited 11 months. (Actually longer because I accidentally downgraded my policy previously) * BUPA is expensive Also you do mention you will waive the waiting period for new customers: All Eligible Customers (see section 2 below) will receive from Bupa HI Pty Ltd (ABN 81 000 057 590) (Bupa) waiting periods waived on Extras. I'm not sure how that's fair?? Even just reading a further review below: "We have been with Bupa for a long time. I had my baby last year and forgot to add him to our cover. We had to take him to emergency and called Bupa to add him asap. They backdated his cover from birth, no waiting period and no extra costs as we are on the family plan. The customer service was fantastic and everything has worked out well. Thank you Bupa." How can they add someone and have it backdated but you refuse to approve a claim for a medical condition because of 1 month.Scam Scam Scam Scam
I got this insurance for my mum and sister, been paying it, now my mum got hospitalized, theres some test needed to be paid, they only paid 2 small $ test. Thats it. its so hard to claim and they are asking too many paper works even all the paper works i know its enough to prove that my mom been hospitalized, as if its thousand dollars, they asked you so much paper works for you to stess and impossible to claim. Scam this needs to be reported to authority ACA CHANNEL. People needs help to stop this scam company. Im cancelling my mum and my sisters insurance!!!!!! BEWARE GUYS.
Good afternoon,
It's really tough to hear that you've had such a difficult time trying to claim for your mum, especially following her hospitalisation as I'm sure this must've been very stressful. I ...
Read morehope that your mum is feeling better and is on the road to recovery.- 2 reviews
- 2 likes
Can't be bothered with my power of attorney.
My mother had to go into aged care. The house has been sold and Bupa with not do anything about the power of attorney being sent to them. The house has been sold and they refuse to change the address for the billing therefore the bill will not be paid and probably cancel the policy. The government needs to look into this company and shut it down. The operator blames the legal team who refuses to authorize a legal document. Apparently to cut bad reviews you have to answer questions about your policy. This can not be done as they won't accept my Power of attorney.
Good morning, Chris.
It's never our intention to make this process any more difficult than it needs to be, so it's very concerning to hear about your experience. I'd really appreciate the opportunity...
Read more to investigate this further for you, as I can understand just how frustrating this has been.Attention Sam,
l still have not heard anything about the power of attorney for my...
Read moremother Doreen Thorley. l want a response asap otherwise l will seek legal advice on this matter.Hi Chris,
It's tough to hear that this hasn’t been resolved yet, especially after you'd reached out to us on Facebook last week about it. I'd be happy to investigate this further for you, so you're w...
Read moreelcome to send me another private message on Facebook again using the link above. Once you've sent your message, I'll meet you there shortly.Questions & Answers
I have used 3 outpatient services from Royal Womens hospital. All three were at same place and same service. For 1st invoice i was paid one amount and for the othe two i was paid half of the amount that was paid earlier. Why does this happen? I have visited the Bupa centre couple of times but didnot get any information on it. What shall i do?
Hello Nawaraj,
I’d be happy to double check these hospital claims to make sure the benefits are right, and explain how your policy works....
Read more Simply flick us a private message on Facebook (http://m.me/BupaAustralia) with your full name, date of birth and membership number, along with the dates of those particular services. Alternatively, you can get in touch with our Messaging team here: http://ms.spr.ly/CustomerServiceMessaging. Here if you need, AmeliaI have attempted THREE times to talk with someone this afternoon. Each time after a wait the line just cuts out. I need to speak to someone over yet another pavement that has been unsuccessfully taken from my account. The payment sate was June 11. PLEASE ring [Number Removed]. Please acknowledge.
Seriously?
I’ve had no response to my request.
Hi Paul,
It’s concerning to hear that you’re unable to get through to us, and I’d like the opportunity to pass on feedback and assist with your enquiry. ...
Read more If willing, please send us a Facebook private message (http://m.me/BupaAustralia) with your full name, date of birth and membership number, along with the time you called, which Bupa number you dialled, and the number you called from. Be sure to also include what happened when you tried to call us and any other enquiries that you have. If you don’t have Facebook, we can also be reached through our Messaging service here: http://ms.spr.ly/CustomerServiceMessaging/ For your own privacy, I ask that you please remove your mobile number from this post and only provide personal information when communicating with us in secure channels privately. Here when you need, KristinaA question for BUPA:
Why can't I escalate a call to someone higher than the call centre operative? The only possible reason would be that you don't want to answer questions from long standing loyal clients!
And, no - I will not contact you on Facebook. That's just another way to pretend you are doing something when you aren't. I want to speak with someone - and sooner than 9 business days!
Hi Neb,
Our Customer Relations team are the highest form of escalation within Bupa, and while they don’t take inbound calls from customers, you can find out how to reach them here: https://www.bupa.c...
Read moreom.au/health-insurance/understanding-your-health-cover/complaints-and-feedback#30d8caa980154660ab4fc6be82863465.I already did that.
I was told a response would take 9 business days. Today is 22 March. 9 business days takes us past 1 April when the artificially inflated new rate based on an inaccurate overs...
Read moretated "current" rate takes effect. I need to speak with someone today.Hint for other members:
Contact the Ombudsman. BUPA are then required to respond in 3 days rather than the 9 days they quote.
Get an answer from our members and Bupa representatives
Details
Category | Health Insurance |
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Other Insurance Types Offered | Car, Home and Contents, Landlord, Pet and Travel |
- AHIFC: BUP
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Hi Ollie,
It’s never ideal to wait on hold, so I can appreciate your frustration trying to reach us while we’re experiencing a high volume of calls. It’s concerning to hear about your recent experie...
Read morence when you did get through to us, as we always aim to give the most accurate information about our policies.