My Bupa 17+

It is great to be able to communicate with health insurers via an app, however it needs to be better.
The live chat screen cannot be minimised without losing the connection. Because the live chat is the whole screen, when asked to verify my policy number I can’t because the chat is over it and there is no way to view it. To get the transcript (which I wanted because it had cover details in it) I was told to use the 3 bars on the top right, but I only had an X visible above the chat. Pressing X obviously closed the live chat and I lost access to it.
So in summary, a good feature but to be useful needs to be improved.

Hi there Mingles too,

We’re sorry to hear your experience was not what you expected. We’re always looking for ways to improve so your feedback is really important to us. Your comments will be passed onto the relevant team.


Many thanks, the Bupa Team

Just trying to use my policy for the first time and arrange treatment following an accident just before bank holiday weekend. Received an automated email link to a 12 page document that I can’t complete online. Rang the number and was automatically directed to a chat line… that’s fine. I’m advised that I have to print off the 12 page document, complete it, scan it back in and then email it to my GP for them to complete … This process assumes clients have access and skills to use technology in this way. It’s a process which doesn’t use IT effectively or efficiently. Also I don’t know of any GP surgery who allow contact via email unless it’s initiated by them via Patient Access portal. So assuming I had a working printer the form would then have to be posted or physically taken to the GP. No guarantee how long my GP would take to fill in the form either, I’m sure she has more important things to do like seeing patients. Whole process is cumbersome, not technically viable for everyone and causes unnecessary delay to people who take out private health to avoid delay. My only option is to self fund and claim back. Disappointing use of technology BUPA for a leading health care provider. Thankfully I eventually got through to someone who was able to help me.

Hi Flo Darcy, thank you for your review and feedback, I'm sorry you feel that the service from Bupa hasn't been great, please speak with our member services team on 0345 609 0111, they will be able to advise you further regarding the form your GP needs to fill out.
If you have any problems in the future using our digital platforms then please call me on 0345 608 0898 or via webchat. Kind regards Laura - Digital Support Team

I have tried to register for this app a number of times but it repeatedly sends me back to the main login page and when I enter my details then sends me to the “last page of your login”. Its a vicious never ending circle. I’m a new customer to the app but I have all but given up on using it, I am now dreading the complaints from our staff who will no doubt have the same issues. For a massive company like BUPA you would think they would have a decent working app but it appears not. Don’t even try the web chat on your mobile as the screen is cut into sections so you can’t see anything. The email with the notification number to allow you to login is minuscule, I had to take a screen shot and enlarge it. The email and the text number also take ages to come through. Absolute waste of my time.

Hi, Sorry you’ve experienced these issues. This doesn’t sound quite right. We would like to look in to this further. Please contact us via webchat or on 0345 608 0898 so we can fix this for you. Thanks, the Bupa Team.