My widowed mother in law is 84 and in 10 years she has not made a claim and has paid around £40,000 in premiums. My wife has to make all the enquiries on behalf of her mother and then relay the information to her. She has seen a consultant at a local private hospital and he decided she needed to go to the local general hospital (The only one in the area) to have laser treatment prior to a cataract operation. In making phone calls, they are well aware that my wife is handling, but notwithstanding that we have more understanding of procedures, Bupa still managed to confuse us by saying that our hospital was not a Bupa participating hospital. Bearing in mind that Eastbourne has a population of well over 100,000, we did not understand this and no attempt was made to explain why she could not go to the district hospital. The consultant does not operate anywhere else, so in that case we would be left without a consultant. Why can’t staff take the time to explain. Do they not have any thought that an 84 year old woman may, and in this case is, extremely worried about having any type of operation. Bupa need to do better and customer skills at present fall far short of what they ought to be.
Reviewed on: 18th May 2018
