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Review of the BUPA, Health Insurance:

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cheaper than AXA but also much worse

cheaper than AXA but also much worse - you really do (or do not in this case) get what you pay for. i have been with axa for many years and had a number of claims from big to small and the service and ease with which you deal with axa was (looking back) the gold standard from my perspective. but, looking to economise, i thought i would switch to bupa - seemed the same on paper, and i had not heard anything overtly bad. booking a gp appointment with the app was "ok" at best - really lousy app design and disjointed but got there in the end. but i will share the exact experience which has made me start the process of switching back to AXA. - son had a breathing problem for which GP made a referral and used the phrase "problem had been going on for a long time" (using my son's words) - BUPA stated this is "pre existing" as the wording "long time" was used and i needed a letter from my own GP stating my son had no pre existing conditions - i then got this letter (paid for by myself) and sent along to BUPA - they then reviewed this letter and decided to disregard it, reverting back to the original and saying this is considered pre-existing - i was then asked for ANOTHER GP referral explicitly stating when symptoms started - using BUPA's own GP i had ANOTHER appointment and then obtained a referral explicitly stating symptom start date and sent along thinking this should be the end. - BUPA rejected this third letter (even though it was from a GP in their own network) referencing the first letter saying they consider this to be pre-existing. obvious questions... why ask for me to pay for a pre-existing medical conditions statement when it was going to be disregarded? why ask me to get a second referral (from their own GP) if it was going to be disregarded? if they cannot trust a referral from THEIR OWN GP, what is anyone to do? how will the GP feel when i inform them (which i will) that their professional medical opinion is being ignored? since then, i have booked and paid for my own appointment as i don't have the time to waste with BUPA. i have also started the process of going back to AXA where i have used their claims process for more minor issues than this (mild rash and seen a skincare specialist also for my son). i am sure BUPA are great when there are serious black and white problems that obviously cannot be classified as pre existing (but i am sure they would try). however, be warned, if you have something a little less clear cut (especially with children it would seem) such as my case, you are probably in for a bit of a scrap with BUPA to get coverage as it seems they will do WHATEVER they possibly can to make this as difficult or impossible for you. sadly, in this case they have won as i don't have the time to waste with them anymore. i am fortunate that i can cover this out of my own pocket, but if you are not, then I STRONGLY suggest that when working with BUPA make sure you tell whatever GP to be crystal clear and water tight in any referrals and try to eliminate any possibility for BUPA to push back on the claim. hopefully, someone finds this disappointing and cautionary tale useful Reviewed on: 24th July 2024

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