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Name: M McA

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Incredible incompetence

1
We became Bupa customers by default when IHI (our insurer) was bought by Bupa. A few years after that, Bupa took over the customer service for we former IHI members. It was a nightmare. IHI customer service staff are empowered, switched on, problem solvers, team players with their colleagues and well trained -- Bupa UK customer service basically just answer the phones (not our questions) and would email us incorrect answers which meant we had to follow up again and again. Different departments in Bupa don't work together well, (or at all) and no one person takes responsibility so you are constantly in a merry go round of explaining the situation to the next person who answers the phone. Bupa even offered us $ (just a few hundred) as apologies for some of their errors. And for some reason Bupa are still sending us emails informing us that "document(s) are now available to view on MembersWorld, your dedicated self-service portal:", when we clearly no longer have access to MembersWorld since we are no longer "members"! Ridiculous and laughable, except that it cost us so much time and energy to communicate with them and get them to do their job-- while at the same time we had a family member in hospital. IHI was amazing and Bupa is a nightmare that I suggest you avoid. Reviewed on: 30th April 2023
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M McA