Bupa UK Insurance Reviews 42,078

I was very pleased with the time and understanding received.
Instead rushed, I could explain past and now issues, feeling that the doctor I have spoken to was listening and interested.

There was no delay in authorisation. My involvement was minimal. They dealt with my consultant and approved the treatment extremely promptly. My consultant told me he is always relieved when it is BUPA, as they are the best to deal with when it comes to cancer treatment.

Utterly appalling experience. Found a lump on my back, called Bupa who told me to get a gp referral. Got that and GP suggested an ultrasound scan - I’ve spoken to 8 people, including a follow on bupa healthcare professional, on the phone and lost count of emails sent and still nothing. Kicking the can down the road saying they need more information. They don’t, they have a GP referral, one of their healthcare people and eight other people’s notes on their system. No doubt the FCA will have a view on this too - escalating to the regulator. Avoid Bupa - a company going firmly backwards.

Each time I try to access my healthcare with BUPA there are far too many steps to get the help you need, you realise it would have been better to access it via NHS.

First I saw a bupa GP via video call, then they asked me to arrange a face to face appointment, the face to face GP wanted to arrange scans (which on the NHS they are at liberty to do), but via BUPA they need to refer to a specialist first, the wait to book an appointment with the specialist is 6 weeks (no earlier appointments in my area), in the mean time I need to get my underwriting sorted by my NHS GP, fill out forms take it to them, then collect it, send it over and pay a charge of £90 which BUPA will reimburse only £50. And all of this, without a date of the scan yet as need the specialist to request and God knows how long I’d have to wait for the next available appointment which fits in with my schedule.

All these admin steps are stressful, confusing and unnecessary, especially when I went through a lengthy process to just RENEW my policy in December 2024, (hence why they needed an underwriting even though I’ve been with BUPA since 2020). This is not a one off, each time I’ve ever wanted to access something I loathe the whole process, especially with a full time job, family and new health concern.

If you think about it, the first time I considered to see a GP, I would have been better off seeing my NHS GP then waiting 6 weeks for the scan they would have requested, not this circus of quests forms admin appointments conversations and payments!!

The speed and actions taken following my initial diagnosis was very impressive. This is the first time I have found myself in such a potentially serious and unexpected situation and I feel I couldn't have expected more.

I am very pleased with the consultant I found and the speed and proficiency of all subsequent actions.

The receptionist was friendly and prompt, the dentist was very open and listened to my concerns. Even the staff I had no involvement with were walking around with a smile. It was an all round fantastic experience and I am not a fan of the dentist at all. Have recommended my wife to travel to use Durham Bupa also as they are a cut above the rest.

Everything gets explained clearly.
All questions get answered clearly.
Staff are always polite

Great service. Easy to contact. Friendly snd helpful people. Answered all my questions. Efficient

Very satisfied with the communication with the person on the telephone who was polite and answered all my queries professionally.

As Bupa now insist on you having an audio/ video appointment to get approval to see a physio in person I sat in excruciating lower back pain for my appointment, only to be told that the data protection checks had failed. I then discovered that this was because BUPA had made a typo of one digit in my address. As they were not able to rectify their own admin problem as it was the weekend they then said I would have to delay the face to face assessment as they could not give approval. As I am so desperate I will self fund the appointment but this is not what I pay expensive insurance premiums for. They just seem to create more and more hoops in order to access treatment. As I was also hoping for some advice and reassurance from the appointment this has also been quite distressing.

Being able to use BUPA for my private treatment has made my journey much less stressful & all the more comfortable. Having this type of personal insurance is such an advantage.

Got through on your helpline to a person with no waiting times. The person listened to what I was looking for & sent me a list of doctors nearest to my home. The proximity of the hospital suggested was most convenient. At the hospital I was seen at my appointment times with no waiting & staff were very friendly & professional.

Very good, quick, simple, hassle free

Easy to contact, staff are always helpful and make things so easy when using the service

Access to appointments is excellent. However, the small print to try and avoid treatment isn't always obvious and it feels like there's lots of hoops to jump through to access in person treatment. Also, given the limitations on treatment (10 physio appointments annually) it would be cheaper to have no insurance and pay for 10 treatments!

Truly so thankful for BUPA. The key is just to keep them informed all the way through and you won’t have any issues. I have found the experience so far very easy! Every time I call, I am answered within a couple rings, never left waiting and same for their online services.

Absolutely rubbish company. They rejected a claim for physio on my back and neck area as they have stated that I had a shoulder injury in 2018 (as note in my GP’s questionnaire). I tried to explain that the current injury is very different but they stated that the shoulder and the back are connected so they declined it. I asked to speak to a manager but it takes 4 days for a manager to revert, and only if the Manager feel that they have case to answer. As an example, BUPA said that if you break your leg at aged 5 and have no problems until you are 60, when you break your leg again, then your claim will be denied as it is a pre-existing condition. I tried to explain that even in that example, it is not an existing "condition". They reiterated that it is pre-existing - Ridiculous response! It’s almost as though the staff are programmed to reject claims.

Marie was kind and patient and really listened to me which was much appreciated.

My experience was good because of how the staff professionally treated me and they provided patient centre care. As a service user I was given maximum support and care.