Don't respond to claims
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.
Very bad service never give claim
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
I have had an overseas visitor insurance policy for the past four months, whilst waiting to launch my permanent residency visa. This is much more expensive than a standard private insurance package for a resident would be. When the time came to switch over, after becoming eligible for the residence insurance, I could not get ahold of Bupa. I have tried via email (yet to be returned), love chat (agents told me that cannot assist me, calling is my only option) calling (where I wait on hold for a wait time of 40-60 minutes each time, speak to an a...gent who then directs me to another agent, then I get disconnected) and the call back service (call is returned only to be disconnected before speaking with an agent). The payments are direct debited from my account, and I have already paid for another month than I needed to as I haven’t been able to get though to switch my cover (at this point I will cancel all together if I ever get the chance!!). I suppose the next step will be asking my bank not to authorise payments? Very frustrating!
NO STARS - I had to give one because zero is not an option
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.
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. :(
I wish there was a 0 in the rating that I could have put.
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 .
Customer Service no where to be seen
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.
- Verified customer
Terrible service, no trust
- 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
Coronovirus price hike review
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.
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!
Not Trust Worthy, No Procedures and System
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.
Bad customer service
I have been with Bupa for many years, until last week, I have been trying to call Bupa for 3 weeks now, one morning I rang 13 times, after putting in my DOB and member number and telling the automated voice why I was calling then being told I'm being put through you get disconnected, I went to the live chat 4 times was told nothing is wrong with the call line, but was given another number and I still couldn't get through, after getting frustrated I joined another health insurance, a lot cheaper for same cover and with the hospital cover if...you are in hospital for day surgery, you don't pay any excess unlike Bupa, I ended up going into a Bupa branch ( I had to go out of my way as the closest branch to me has closed) after waiting another 45 minutes, it was finally my turn, I was in with the customer service rep, when another woman walks in and said to her are you nearly finished here, I want to send you to lunch, my original issue has not been resolved, I now have to wait for a phone call from Bupa and I'm also still waiting for my refund back from my cancelled policy, basically I'm glad I've left Bupa there custom service stinks and considering what my monthly payments were they are not worth it, I certainly wouldn't recommend Bupa to anyone
- Verified customer
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.
Customer service seems to have declined but still very good
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.
Is there 0 Star?
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?" ?!
Impossible to contact
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.
-0 stars ! Disgusting ! Heavily pregnant no respect or care for customers
Been with bupa over 20 years since year 2000 ! Was treated poorly and was disgusted by staff and the manner in which they spoke to me I’m heavily pregnant and they just kept on stressing me out! I was told that I was covered for hospital cover and have been paying for it for two years. When I wanted to use the cover they said we never told you you were guaranteed cover and you should have asked if any of our cover is guaranteed! Also one staff member said durning yo actual labour you should be discussing this not now (while pushing) and another...said you need to give us 24 hours notice before you go into labour! And still said there’s no guarantee How is that even possible. Plus they want me to pay for a service that’s not guaranteed with no refunds but believe they didn’t need to tell me this prior. That I should just know this information. We’re so rude and disrespectful especially an employee named KEELY! Spoke to me in a rude manner with no respect.
They are like a United States Health Fund
Purely exists for profit. They customer blame take no responsibility for poor customer service. Will go to all lengths to avoid paying requires lengthy medical history if one dares to claim. They seem profit before people to prove pre existing injuries. Not compassionate. This company was great when I joined sept 2017 lowest complaints at ombudsmen and on this site had 4 stars for consumer satisfaction. Now they are mid to high Ombudsman complaints and one star here. Cancelled policy yesterday after attempting to see if I was eligible for...a minor knee surgery. Made it difficult to find out. Customer retention lady stated not interested in external sites like products review and ombudsman complaints. Choice mag had them rated top 3 in 2017 now 2020 out of top 20 to recommend she didn’t care either as there internal reviews they are happy and don’t need to justify to customers of there track record. Please be careful with them.
Terrible with Claims
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.
Lack of care
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
Questions & Answers
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
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.
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.