BUPA has the worst customer care and technology of any company I have ever dealt with in the U.K.
In January I tried to make an appointment for a family member via the BUPA app, but can't as family member not listed. When I call BUPA I'm told they aren't “listed on the app” although they are on the policy. The app people blame BUPA, BUPA blame the app. pupa outsource their app. Both side say it is the other sides issue. It is currently impossible for me to make an appoint for 2 people in my family.
Every contact I’ve had with BUPA has been extremely poor. When dealing with a family member who had Scarlet Fever I spent over 3 hours on the phone to Bupa and the app company when trying to make an appointment. I think in total 9 phone calls. In the end we went to A&E, some 10 hours after first making contact with BUPA. 10 hours lost at a critical time. BUPA’s action and processes are actually detrimental to the health of their members. Essentially I am paying BUPA to make my family more ill.
What was even more annoying were the return phone calls from BUPA to tell me the complaint was being looked at. On these calls I asked if I could make an appointment, the answer was always no.
This morning I called to follow up on my complaint and the automated responses were:
The process:
- Press 1 for complaints
- I had to listen to a 30 second message about you being closed over Christmas and New Year! 4 months out of date
- Then a message to say the offices are closed!!!!!
Numerous links on the apps and the BUPA website don’t work. BUPA have some serious issues with your website and how Cloudflare is set up as it is blocking logins from your site.
Reviewed on: 1st April 2023
