Bupa UK Insurance Reviews 

Extremely disappointed with Bupa’s handling of my daughter’s case.

My daughter waited three days for digital GP appointments, only to be told after multiple consultations that they could not treat her because of the very symptoms she had disclosed from the beginning. If those symptoms meant she was unsuitable for the digital service, why wasn’t this identified at the first appointment instead of wasting valuable time while her condition remained untreated?

The biggest issue is the complete lack of communication and consistency between Bupa’s digital GP service and the wider Bupa healthcare system. It felt like one department had no idea what the other was doing. We were repeatedly passed around, given conflicting information, and left to chase answers ourselves rather than receiving coordinated care.

When you’re paying for private healthcare, you expect efficient communication, clear clinical decision-making and prompt access to the right treatment. Instead, we experienced delays, inconsistent advice and a service that failed to work together when it mattered most.

Bupa urgently needs to improve communication between its departments, ensure patients are directed to the appropriate service from the outset, and stop families being left in limbo while vulnerable patients wait unnecessarily for care. Our experience has been frustrating, stressful and far below the standard we expected from a private healthcare provider. Would avoid this private health insurance

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Person answering my call was very helpful except she said my initial appointment would be locally at Sevenoaks Medical Centre. When I rang the number however I was advised that none of the ophthalmologists went to Sevenoaks & I would have to travel to Maidstone which isn’t so convenient.

Contacted helpline to find out if my ongoing condition monitoring would be covered under my health cover (provided as part of job role) in the same way it had previously been covered with AXA.
The person I spoke to made enquiries before confirming that it was not covered and followed up with the deprecating comment that 'we do not cover for this kind of testing just because the consultant thinks its a good idea'. The treatment for the condition in question is to routinely monitor the situation and make surgical intervention when the condition reaches a certain criteria, not because the consultant thinks its a good idea.

I am extremely disappointed with my experience with Bupa Health Insurance. Nearly three weeks ago, my optician referred me to an ophthalmologist, and I have been trying ever since to progress the referral through Bupa.

After raising this via the app, I was told to contact Bupa as more information was needed. I've had three separate web chats with different advisers, but received conflicting information each time. Some advisers were unable to access my records due to system maintenance during normal working days, while others repeatedly told me that a form had been sent for completion when it had not. In fact, it took almost two weeks from my initial contact before any form was actually provided.

This should have been a straightforward referral, as I already had a referral letter from my optician. Instead, I experienced delays, poor communication, and a clear lack of professionalism and care. I am still waiting for thereferral to progress.

I also submitted a complaint , which should have been acknowledged and responded to within five working days which have already passed, but I am still waiting.

I genuinely regret mentioning that I had private health insurance. At this point, I believe I would have received a better service through the NHS. Very disappointing experience.

Absolutely awful, I take out the top package for myself and the family only to be constantly let down, my daughter was meant to see a cardiology and it got cancelled the day before, and I had appointment and when I arrived they told me it got cancelled without telling me i’m definitely cancelling my policy. It is not worth the money.

I recently had a scan at a major NHS hospital, but supposedly covered by BUPA as no private facilities were available. Before the procedure I requested and got an authorisation number, but when the bill came BUPA declined to pay it, saying that the hospital was not on their list.
I complained, and received both a telephone call and email confirming that BUPA would settle it.
However they have yet again declined to settle it.

Natasha at BUPA went above and beyond sorting out location for my procedure. Very reassuring and kind too. First class.

Easy to book appointment & get advice. Very supportive and helpful staff.

Always very polite, helpfull and on hand to talk to when I need anything.
Very easy to get the right help.

Dentist surgery was great, procedure was successful and recovery advice was clear. The Staff made me feel comfortable. Insurance covered everything and was applied by the dental receptionist straight after the procedure so I didn't have to worry about anything

Pleasant and efficient service. Couldn’t have been more helpful.

Moriom was efficient and knowledgeable. She

The claim was dealt with quickly with minimal form filling in.

The dental cover (which you pay extra for) is good but the Physio cover is very poor. Does not cover “pre-existing conditions” so even if you’ve had one Physio appointment in NHS and it wasn’t helpful & wanted to use the private cover - it’s now not covered. Also the cover requires you to get your GP to fill out a form EACH time you want treatment to declare if the condition is a pre-existing condition. This is at your own expense at £60 per go. I thought it was one form to declare everything so they have it on their system, but no - it’s for each and every condition. So basically they make it as hard as possible to give you private medical insurance. It’s useless for me personally and I wish I can change but it’s under my husband’s work so we have no choice. Previous health insurance companies I’ve used that are part of a company group insurance cover do not have pre-existing conditions exclusions. I’ve not used the GP / Specialist appointments but my husband seems to get at least an online appointment relatively quickly.

the response to my ailment was quick and the treatment received was excellent

The GP I spoke to really listened and engaged with what I was concerned about. Felt supported and my appointment notes were accurate. In terms of booking a follow up, I found the online website booking did not work at all to get an inperson appointment so will have to call up one of the clinics.

Very good service. Friendly, professional and efficient.

Excellent service