Bupa Global Arvostelua 

I had a simple claim which was delayed for 5 months and not yet paid because of their organizational mess. They made big cuts on customer support and this is the results. It takes now 3 weeks to get a reply and every time they get back to me they do not check previous emails and ask for information i have already provided. After 5 months I do not see a way out. I asked multiple times for a phone call but nobody had the decency to call me. I am posting the last email I sent them:

Hi,

I am not trying to be rude, but I would ask you to please put yourself in my shoes for a moment.

I have already provided the information you are now requesting, just as I have already answered these same questions multiple times. Each time a different agent takes over the case, it restarts from zero because previous emails and case history are not reviewed.

I have wasted hours and sent countless emails due to what appears to be a disorganized internal process. This has been ongoing for 5 months without resolution, and despite repeatedly requesting a phone call, no one has had the courtesy to call me.

I am attaching the requested information once again. If someone is actually reading this email, please ensure this information is properly logged so that I am not asked for the same documents again.

Thanks,

Very bad experience from the beginning. Agents keep switching for the same claims, and every first or second claim gets rejected. Unprofessional staff and assessment process.

Everything needs to be pre-authorised, even a small, routine blood test. A lot of personal time is wasted, with hours and hours spent on exhausting verification procedures. Calls are also frequently dropped due to failures with their phone provider, meaning we have to start all over again each time. New agents pick up the case from scratch, requiring us to repeat the same information millions of times, yet still without any result.

We have been paying a lot of money for this provider, but I have never experienced worse customer service or dealt with a worse insurance company.

Please avoid them by all means.

Bupa Global has provided some of the most disappointing customer service I have ever experienced from an insurance provider. The level of communication, transparency and support has been extremely poor, particularly when it comes to handling claims.

What is especially frustrating is the contrast between the promises made when you become a customer and the reality when you actually need to use the service. When it comes to submitting and getting claims processed, the experience has been unnecessarily complicated, slow and exhausting. Instead of feeling supported at a time when you genuinely need your insurance, you are left chasing, clarifying and repeatedly providing information that should already be available to them.

For a company that positions itself as a premium international health insurance provider, I find this level of service completely unacceptable. Paying for comprehensive insurance means very little if, when you actually need to rely on it, you have to fight to get your claims properly considered.

I would strongly advise companies and individuals considering Bupa Global to look very carefully at the actual customer experience before committing. In my experience, the service has been nowhere near what I would expect for the price or the promises made.

This has been an incredibly frustrating and disappointing experience, and I would not recommend Bupa Global to anyone based on my experience.

I sincerely hope that no one has to discover how difficult their claims process can be at a time when they are already dealing with an emergency.

Better experience.

Very good experience with Bupa. The response was quick, clear, and professional. My queries were handled promptly and everything was explained well. Highly satisfied with the service!

The situation at the hospital on Cairo, Egypt yesterday was bizarre!

It was incredibly crowded, and at every turn, they kept asking me to speak with Bupa customer service to get approval for policy updates, medication refills, and lab tests and scans for myself and my wife!

I became extremely stressed and had to speak to Bupa's customer service hotline in Cairo multiple times during a single visit.

However, as always, I received excellent cooperation from them, and within minutes, the approvals were sent correctly, completely, and without any errors or missing information.

I usually receive excellent service from them, but yesterday the quality of service was doubled.

My greetings to them all.

I was very much pleased with my recent interaction specifically who was more than kind & helpful but compassionate as well
Her name is Mrs Donia Haytham

excellent response to our health needs

Very good, even if my question was not answered. My question was that I wondered why I was considered an applicant in my app profile when I, through my membership in IHI, have been a member for more than 20 years

Customer service reply to my enquiry was excellent

“I obtained pre-authorization for the medical service and subsequently paid for the treatment, ensuring coverage in line with the approved authorization and submitting the full supporting documentation. Despite this, the claim was later challenged a by the claim's assessor, as though no pre-authorization had ever been granted.

the best actions on time
the best follow up from customer service and all staff

I am covered by Bupa medical insurance, who were contracted by my employer. Sadly, over the last 3 months, I've been sick, and I've had access to the best facility in Nairobi that accepted the cover. This meant that I was able to schedule a 1-1 consultation with a specialist (urologist) and also have sessions planned with a physiologist, with no upfront out-of-pocket expenses. What I particularly liked was that the facility filed the claim on my behalf, the process seemed seamless, and they were paid promptly by the insurer. I got an email notification about claims that were processed. Also, since my condition seemed chronic and required frequent follow-ups, I was glad I could get the service even with a pending claim. Super BUPA!

Mi padre ha sido paciente de la clínica Bupa Reñaca. En cuanto al sistema de cobro es muy deficiente y siguen llamándolo por una cuenta que ya pagó en Mayo. Lo llaman al teléfono haciéndole perder tiempo por inoperancia de su sistema.

Very disappointing experience.

I submitted multiple claims and provided every document requested, including hospital reports, doctors’ reports, laboratory results, scans, and all supporting medical records. Despite this, my claims have been sitting in “pending” status for over 3 months with no clear explanation of what is missing.

One claim was partially reimbursed with only 7 JOD for a bill of around 30 JOD, which makes no sense and was never properly explained.

More importantly, I still have approximately 7,000 JOD in hospital expenses related to a prolonged hospital stay, and I continue to receive no meaningful response. Every time I submit additional documents, I am asked to wait again.

It is extremely frustrating to spend months chasing reimbursement while dealing with a serious pancreatic cancer diagnosis and hospitalization. The process has been exhausting, stressful, and a complete waste of time.

I expected support during a difficult medical situation, but instead I experienced delays, poor communication, and endless requests without resolution.

I would not recommend this insurance company based on my experience.

I don't know how good this company really is because, although I have had a policy with them for a couple of years now, I haven't used them much. But I have gone through a nightmare the past couple of months simply trying to renew my policy with these people. One of the big selling points for me when I initially purchased this policy was that they had English speaking customer service agents. But, based on my experience, that just isn't true. I have tried to speak to someone in English twice in the past few days. The first time, no English-speaking agents were available. Today, I did finally get through to one lady. No disrespect to her, but her English was about as good as my Spanish, which for medical issues is just unacceptable. They shouldn't promote this service if, in reality, it isn't provided. At this point, again based on my experience, I would suggest looking for another insurance company. Or if in Mexico, and you are a legal resident, just go with IMSS and pay for the small stuff out of your pocket.

pupa was very concerned about my small complain and helpful and gave guidance for future dealings .thanks

Terrible service. Keep asking unnecessary questions to delay/ frustrate my modest claim.

I have seen the below message but have not received any email. I am not going to post my membership number on the internet. I did file a formal complaint with BUPA but they just ignored it so I do not have any faith in their service or enthusiasm to help their customers.