Just trying to use my policy for the first time and arrange treatment following an accident just before bank holiday weekend. Received an automated email link to a 12 page document that I can’t complete online. Rang the number and was automatically directed to a chat line… that’s fine. I’m advised that I have to print off the 12 page document, complete it, scan it back in and then email it to my GP for them to complete … This process assumes clients have access and skills to use technology in this way. It’s a process which doesn’t use IT effectively or efficiently. Also I don’t know of any GP surgery who allow contact via email unless it’s initiated by them via Patient Access portal. So assuming I had a working printer the form would then have to be posted or physically taken to the GP. No guarantee how long my GP would take to fill in the form either, I’m sure she has more important things to do like seeing patients. Whole process is cumbersome, not technically viable for everyone and causes unnecessary delay to people who take out private health to avoid delay. My only option is to self fund and claim back. Disappointing use of technology BUPA for a leading health care provider. Thankfully I eventually got through to someone who was able to help me.

I had the pleasure of speaking with Nurse Katie Williams from Bupa when I was experiencing ongoing stomach issues, and I can’t thank her enough for the support and guidance she provided. From the moment we spoke on the phone, Katie’s warmth and compassion were clear, putting me at ease even though I was feeling unwell. She took the time to listen carefully to my symptoms and asked thoughtful questions that made me feel truly heard and understood.Katie’s expertise shone through as she quickly assessed my situation, explained the possible causes, and discussed treatment options in a way that was easy to understand. She went above and beyond by referring me to a specialist and ensuring I had all the information I needed for the next steps. Additionally, she promptly arranged a prescription to help alleviate my symptoms in the meantime, which brought immediate relief and showed her genuine concern for my well-being.Her professionalism and empathy made a world of difference during a stressful time, and I am so grateful to have had her assistance. Katie is an exceptional nurse, and Bupa is lucky to have such a caring and knowledgeable professional on their team. Thank you, Katie, for your outstanding support!

I still have no real clue how this app works, I feel like I’m paying for something I’m not using to anything even remotely approaching its fullest. Every time I come to login it hangs, I now know this means there has been yet another update, so off I go to update it again, today I find it now wants me to upload photos of my ID?? WHY? There is no reason whatsoever why the app needs to verify my ID. Bonkers and just plain annoying, a total waste of my time. I don’t want much out of the vast sums I pay for this insurance each month, but I haven’t managed to achieve a single thing inside or outside the app, other than use it to phone support, to be told I need to get a form from my GP. Then after getting a referral I don’t seem able to do anything with, I spoke to someone on the phone and they gave me another form for the GP incomplete. It all seems a bit of a mess and no better run than the shamblic NHS I pay twice to avoid. Fortunately I’m like he butcher’s dog, but it is seemingly made impossible to get even just a little bit of physio on Bupa. I really might just cancel it. Pure money saved into life insurance instead. Seems that if I do get sick I’m going to die before getting treatment so may as well give that money to my kids instead of Bupa shareholders.

Overall, the Bupa app is well-designed and works smoothly — I can access my information, find services, and navigate features without any major issues. But the one thing that really takes away from the experience is the screen glitching.Every so often, the screen flickers or flashes briefly, and while it doesn’t crash the app, it’s distracting and makes the app feel unstable. It’s especially concerning given that this is a health-related platform where trust and clarity are so important.If the screen glitch gets fixed, this would easily be a 5-star app. Hoping for a quick update soon.