Too complicated, disorganised and terrible customer service
1
My company had a automatic policy with Bupa- so I used it for the first time for Mental Health counselling. First of all, it took about one week for them to access my information and my policy cover. They recommended three therapists of two who were no longer active. (generalists, nothing too niche) The policy was so complicated so I have double checked that the treatment was being covered 100% and have asked them to let me know before any cost incurs. I went ahead with the treatment, only to find out that I had to pay after which I really couldn't afford.
The only therapist from the recommendation, was not qualified to deal with my issues, I found out half way through the x10 sessions I've had.
I've raised a complaint to Bupa, whilst I was being pestered for the invoice to be paid ASAP (because she 'needed the money for holiday'...) they repeatedly promised me to call me back, get back to me, I am still awaiting, after 2 weeks.
In the meantime I paid the invoice.
I called them because I suffered anxiety- this experience made it so much worse.
Reviewed on: 16th August 2020
