To whom it may concern in BUPA.
I would like to complain on your poor service and support.
I tried to use your service for the first time and did not received it when needed.
I was under the impression that you are all about the customers. Me and my family left other health insurance company due to recommendations on BUPA but seems we have been mis leaded.
My 3 yrs daughter need to see a Paediatrician.
On Thursday, the 17.01.19 we have spoken to your representative on the phone which asked if we have a referral from our GP. We have answered yes and he asked us to read the content of the latter and after doing so, he asked if we can send a copy of it, which we did.
An hour after spoken to the same representative again and he has advised that the medical team suggested that the content of the GP is good but the format of WORD is no good and asked to receive it in PDF, so a few min after we have sent the ''right'' format to the Medical Team via email and we have received a confirmation email that it was well received. We have been spoken to the same representative again and he said that now they are closed as it is after 6pm and that he will contact us first thing in the morning.
First thing in the morning arrived and off course no one contact us and no authorisation number seems in sight.
When we have called BUPA again, we have been advised from a different representative that still no confirmation and perhaps it has not even been received and that it can take up to 72 hours to confirm the format in the medical team while a child is sick ?!?!?
So we send it again.
Then we have been transferred to a person name Mark who said he is the manager or something like that and he still couldn't help us with receiving authorisation number although we have kept explaining that we do not wish to hold with it into the weekend.
All this time I have a sick child, which is insured with BUPA, that need to see the Paediatrician, we have sent the right documents that asked to be provided and the only thing we keep hearing is that the format needs to be checked ?!?!?!?!?
Weekend has entered, Saturday then Sunday so no one to support.
Monday 21.01.19 (day 5 after contact BUPA) – As expected, no authorisation number and no one to help.
Make you wonder, why do I pay for a family insurance with BUPA ?!?
The 2nd representative called around 4pm to say is calling out of curtesy but no authorisation number yet.
Please note, in both times while was speaking to the 2nd representative, he was very unpleasant and just tried to end the conversation.
My 3 yrs daughter still seek and still need to see the PD !
Funny thing is, when I called today to BUPA and asked as a new customer, if I will join, how long will take to receive an authorisation number for a 3yrs, consider off course there is a referral letter from the GP, how long will it take – I have been told, ''On the spot, with out even waiting more than 2 min''.
I have asked if she is sure with her answer so she did double check and confirmed again: ''On the spot''.
Please note that all calls are monitored in your system so please feel free to check yourselves. Please Do !
BUPA, are you always lying and behaving this way to all of your customers or just randomly choose where you can play with people lives?
Today is Tuesday, 22.01.19 – Day 6..
FCA FYI ASAP !!!!
Reviewed on: 2nd February 2019
