I’m $5500 out of pocket after making 3 calls to make sure I’m covered prior to agreeing to surgery. Every time I was told 100% the most important thing for me was no out of pocket fees. The service was ok until it came time for a refund. What a fraud, absolutely life shattering.
- Verified customer
Absolute waste and deceiving company
Dont sign up and avoid at all costs. Very deceiving company. Quick to sign you up and deduct money every month. Comes to claims and they throw all T&C at your face and reject!!!! I would give zero star if I could here. Dont ever deal with them!!!!!!
DO NOT JOIN BUPA THEY DO NOT CARE
Please be warned if you are a current BUPA member or looking to join. I was with BUPA for 11 years. Almost never made a claim. last year my husbands credit card details were stolen. We cancelled the card and our bupa payments stopped coming out. We did not receive a phone call to notify us that our payments were overdue or that our account would be cancelled just emails. emails that went to junk mail. I found out that we had no health insurance the day before my 6 year old daughter had surgery. After 11 years of paying $400+ per month BUPA quit...e simply don't care. I asked if i could back pay the payments, I was refused. I would never recommend BUPA to anyone ever. A company that does not care enough to make a phone call to check in that everything is okay especially in times like these.
Terrible and appalling service
I’ve got my parents a Visitor visa cover yesterday but found out that some of the cover does not suit them very well. I tried asking for other options but Kirstie kept on insisting that it is the only cover available. The first month premium was already taken out of my bank account and we haven’t received any correspondence about the policy! With my disappointment, I asked if I could just get a refund since we haven’t claimed anything yet! They won’t refund it! With all the insurance companies, this is the only company I’ve heard of who doesn’t...have a cooling off period! To think that I’ve only had the application done yesterday! They haven’t sent us any policy paperwork but taken out $328 out of our account! Terrible is an understatement! As soon as the first month’s finished, I’m going to switch insurer!
- Verified customer
A waste of money
My husband and I have been Bupa members for about 3 years. I recently fell pregnant and wanted to upgrade my plan to cover pregnancy and birth, they informed me that I will have to wait a 12 month waiting period- as a pre existing member! And in 12 months, pregnancy and birth cover will be useless to me.
Their variety of plans is a joke. I’ve been comparing insurance and other companies have much better deals with the same extras that we actually use!
I was disgusted when I was speaking to a customer service representative about the pregnancy...and birth cover, I expressed the fact that I wasn’t pleased, and wanted to search for a new health insurance provider- and they didn’t give a crap. They continued to tell me to have a good day. You don’t give a crap about your customers, Bupa.
Phone help was the issue
I was happy with BUPA, until I had to call them about a refund. The app and the claim system are good, but the guy on the prone was simply rude and to tired to help. I had a few questions, but on the first one he already said "you need that or no refund, that is it". well, I said OK then, I hung up
Avoid at all costs. NIB is so much better
Failed to contact me after they said they would
If Bupa can't send an email, how do you expect them to do anything else?
Avoid at all costs, stick to NIB.
Review and upgrade of current cover
Tried calling Bupa as I was trying to review my cover but waited on the phone for 45 minutes, to finally get cut off as soon as the call was "answered". Called back and selected new client option and got through straight away, only to be transferred to someone else who deals with current clients - 25 minutes later and STILL not answered. Shocking!!!! They are clearly only interested in New clients and then have no interest once you've joined. Wouldn't recommend!!!
Non-Friendly Customer Service
During the call I found customer service provide so rude and straight behaviour. Her name is [name removed], she doesn’t know how to talk with client and specifically with international/overseas students. When I asked one thing twicely she showed me as I was burden on her.
I was referred by my close friend that’s why I got the policy through that non-friendly customer service provider.
She confirmed me that I will receive my policy details and summary via email in just 2 hours but after 24 hours I am still waiting for that.
After the call ,...
Bad customer service
Customer service officer doesn’t know how to handle frustrated customer. Raised her voice and rudely told me to stop repeating the information. I had to keep on repeating the information because she didn’t understand the concern right away.
Worst when it somes to answering calls. Wasted
Wasted almost 1 hour of waiting and kept transferring me to other call agents and still didnt help me! Ended up wasting my time!!!! You should improve and hire more staff to andwer your phones!!!
Great taking your money, lousy for customer service or cover
NO CUSTOMER SERVICE when it comes to claims. When it came time to use my health insurance, I called and verified I was covered before surgery, I was told YES (twice). BUT when I went to claim they denied 2 item claims - AND didn't even bother with a phone call to clarify details or explain why it was being denied. When I inquired why they blamed Medicare for putting 2 items numbers into one, BUT I had evidence that it wasn't Medicares fault. Then instead of being able to fix on the phone for me or put in a claim fix I was told by BUPA (when on ...the phone) to hang up and email a BUPA email address and request it be fixed??? They don't provide options online for you to verify bank details and they don't verify any bank details before paying and ended up paying into an old closed bank account. ALL of my issues could have been solved if they bothered to call you when assessing the claim. The claim process stretched on for weeks and weeks all whilst trying to recover from surgery - they never reached out once. I'm still waiting! They couldn't have done anything more to make the process harder!!! WOULD NOT RECOMMEND.
Loyalty Costs You Money
I have been a member for 27 years, through child birth, multiple operations, the works. I have always had top hospital cover and extras and as the years have gone by, the benefits have become almost non-existent. Gone are the days of being covered no matter who your doctor was, or which hospital you were in. It's difficult to find a preferred provider, and even harder to find one that doesn't charge well over what Bupa will cover as most don't like dealing with them. Now that my son is turning 21, we need a policy change, and it has been a nigh...tmare. I was quoted one price, then called back to confirm and was told they will not be honouring the price I was given 2 days earlier as that representative must have made a mistake. They even checked the recorded call to ensure what I said was fact. It's $20 difference, however that $20 makes a lot more difference to me than it does to them. Was basically told too bad, and to deal with it. I'll be dealing with it by taking my business elsewhere. Long over due and have so far found 3 options for less that have better extras by far.
Greed, dishonesty and horrible customer service is what defines Bupa
Bupa inaccurately quoted me the amount they would cover for a dental treatment and I ended up being liable for a larger gap payment than expected. This is while I'm unemployed due to covid.
I then couldn't go through with another appointment to treat severe back pain -again because of Bupa's false estimates. I found this out while at the appointment and had to cancel and leave because I wouldn't be to afford the gap payment.
I spent over an hour and half on the phone with three different people trying to resolve this. I even got hung up on an...d had to call back and wait on hold again. Their wait times are ridiculous. After that I decided to cancel my policy with and look for another provider. Forget bupa and their greed. If a company can't provide an acceptable level of service and look after a customer of five years, then it's time to move on and find an alternative. It's as simple as that.
worst insurance company i’ve had.
our family has overseas student health cover from Buba in Australia. In my experience 99% of doctors and medical centers don’t partner with Buba as they state “it is hard to get money back from them”. My latest of many bad experiences was today as I called Buba customer service to ask for a doctor in Perth where they do bulk billing. They looked up a place and sent me over, turned out they were closed on Sundays and their walk in office told me they don’t accept Buba. this was a 20 minute drive from my home.
I called the customer service again,...
Dont waste your money, go elsewhere
Lodged claims over 2 months ago, still waiting for someone to call me and explain why they aren't paid. I've made 7 phone calls and sent 3 emails. Cancelling after 15 years, going to another insurer. I called yesterday to say I wanted to cancel, after being on hold for 20 minutes they hung up and didn't bother calling me back. You've lost my business and yes I still expect to be paid the claims! Bupa have terrible customer service!
Time to look elsewhere.
I just looked at my premium from 2014 which was $175.58 per month for a single, and now they tell me it’s going to $264.43 per month. Oh and in this time I’ve increase my excess from zero to $500 per year otherwise it would be way more. So not only do they get $500 per year, but that is an average increase across 7 yrs of 7.29% per annum. Or if like me you claim each year in hospital 10.16% increase. Absolute joke. Oh an then they go about giving all their discounts to 3rd rate dentists at the idea they are reducing costs. Something investigated by the ACCC to have been shown to increase competition. Until now they are opening their own BUPA brand stores. Time to wake up on this company.
Money making machine
Bupa is an “insurance company”. In 2020 this means they will use every trick in the book to have that money only flowing one way....after all Bupa needs this massive amount of money to fund their multi million dollar advertising campaign that never ends,flooding prime time tv with their “we care “ ads. Advertising is not cheap and continuously increase in price ....just like your premiums. Essentially they are self perpetuating parasites that are highly skilled in the art of making money and even better at making excuses.
I was a member of bupa for many years from HBA to the name change, I found the older I got the more expensive they got, it got to the point they were unaffordable which it seems done deliberately, they prefer young healthy people so they raise their prices so high when you get older that you have no choice but to cancel your membership which is what happened to me. Very angry that I have to use the public system now which is stretched to breaking point thanks to bupa and other health insurance companies like them.
I'm in the highest premium cover with Bupa and I've been a customer since 2015. I recently had a surgery after checking with Bupa and confirming there will be no out of pocket costs when I claimed my expenses they only cover 3% of my total cost! When I called the agent has been extremely rude to me, yelled at me at the phone. The worst service I've ever seen, don't sign up with them don't do this mistake!
Questions & Answers
2 years no claims. Visit doctor, card doesn’t work. Called phone help. On hold for 15 minutes. The agent picked up, and while talking said “can’t hear” and cut me off! Had to call back, wait again and this time Agent said (quite incorrectly) I hadn’t paid. Had paid on time before the deadline. She said we need to pay 3 days ahead at least.
Good afternoon, Rumj.
It sounds like it’s been a bit of a bumpy ride, so I’m keen to run through everything with you, and send feedback about your experience to the right teams. To get the ball rolling, please shoot me a private message on Facebook (http://m.me/BupaAustralia) with your membership number, full name and date of birth. From there, I’ll be able to give you a hand.
Hope to speak soon,
How much cost for baby delivery? I want to open an insurance for my wife, for my wife delivery.
Good afternoon, Regan.
I’d recommend speaking with our Cover Start team, as they’ll be able to match you up with the right cover for your needs. You can reach them between 8am and 8pm – Monday to Friday on 134 135. Alternatively, you can send me through a private message on Facebook (http://m.me/BupaAustralia) with your best contact number, and I’ll get them to give you a ring.
Here to help,
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
I’ll be happy to handle your question about your psychology coverage, but I’ll just need a little more information to check what you’ll get back.
Please send me through a Facebook private message (http://m.me/BupaAustralia) with your full name, date of birth and membership number, and I’ll take it from there.
Here if you need,
ProductReview.com.au has affiliate partnerships. These do not influence our content moderation policies in any way, though ProductReview.com.au may earn commissions for products/services purchased via affiliate links.