been waiting on a 9,000 refund after cancelling policy for a month. Made 4 calls with different answers as to why I haven’t received it. Was told I would get a call from a supervisor with no return call. Didn’t even know I was paid until 2022 but kept taking monthly payments. They held 9,000 of my money unknowingly for at least a year. Criminal if you ask me. Don’t use this insurer. Been a customer since 2004 and to be treated like this is appalling. Next step ombudsman

Notified Bupa to suspend my account on 31 March 2020. Failed to act on this and they took another payment. Very hard to contact Bupa by phone - eventually got through and was assured that everything would be sorted on 9 April. 13 days later, still no refund to my bank account. Seems to be a deliberate action to not fix this issue.

Have been trying to get in touch with Bupa (prior to the Covid crisis) to change my banking details. Unable to do it via their website, member portal, email and my calls go unanswered. If this is the service you receive when you actually really need assistance (with a claim), I'm changing to another fund.

Unable to make an ambulance claimed digitally or easily have to download PDF and print it. Given different information by multiple customer service people. Extremely difficult and stressful will end up with late fees on the ambulance claim. No common sense what’s so ever!

Have been trying to get through to BUPA on their numbers (134135 and 1300 144 725).
Every time I try to progress through phone prompts I end up being hung up on. Unable to make contact with anyone. Disgraceful.

Have been with Bupa for over a decade. Pay nearly 4 thousand for hospital cover for two of us! Currently have a complaint in regarding miscommunication and failure to pay a claim. Rarely claim anything ever. I have spent over three hours in phone queues and writing up emails that simply don"t respond to our needs. Very hard to understand the operators when you call them. They keep you waiting ages on the phone to tell you nothing. Extremely disappointed with the absolute lack of customer service and non-existent customer complaints system. Told they will get back in 3 days and in two weeks still not a call. Choose your private health provider carefully.

We pay money for claim. It's very hard to get refund on time and make claim.useless health insurance. If you have Bupa insurance you need to pay twice, one for insurance and another for health service. Totally disappointed service. Don't want to give one star rating. Worthless

Bupa cancelled my membership due to an internal error on their side. Kept money, so deactivated account has a credit. 19 years a member! No apology or offer to compensate. Disappointed is and understatement.

Poor service, I am on the phone for more than 2 and half hours now. After talking two consultant and they could not assist me to make my claim, still waiting to talk to someone. The estimate time of waiting was 24 min to 38 min, after two hours no luck. so upset. :(

Terrible customer service. Stone cold people over the phone.
Staff keep transferring to other department without trying to understand or how to fix a simple matter as extending 1.5 months of OSHC .

After firstly being told I wasn't covered for my hospital procedure, (when I have GOLD HOSPITAL complete cover), I again submitted a claim, 18 business days later I finally got an e-mail from them saying the delay in their response is because I haven't provided them what I asked for. I provided them proof of when & what I supplied 18 business days earlier which is excatly what they were asking for again. What a joke of a company. STILL WAITING FOR A RESPONSE NOW. Every time I try and claim there is ALWAYS an issue.

- Hotline number busy and hang you up
- Don't answer email timely
- Hospital with direct-billing not accurate
- Asking a lot of documents and pre-approval to claim refund
- Can't connect to my BUPA account because their system does not have accurate information and refuse me to register

Just joined Bupa in December 2022 and now in March 2020 they announce a price hike. Right in the middle of a pandemic when you can't go out and use any of their services anyway. They should be reducing the premiums during this crisis.
Update - It's good they're suspending the price hike now for 6 months.

Twice I've tried to phone and cancel my daughters policy which was only purchased for a school trip. Firstly they question you as to why you are cancelling the policy as if you have no right to, then they leave you on hold for a long period, then someone answers, finds out that you want to cancel and tells you you've been put through to wrong area and transfers your call, once again you are put on hold. After 30 minutes today on my 2nd attempt to cancel I hung up and am going to try paper cancellation form with snail mail!

BUPA though offers Auto debit service, it is completely not trust worthy, they take more money through auto debit for months together. I took more money from than what is due. When I escalated the issue, they said BUPA don't have proper systems and procedures in place that's why this happens and they can't do anything for it.