My Bupa 17+

It is great to be able to communicate with health insurers via an app, however it needs to be better.
The live chat screen cannot be minimised without losing the connection. Because the live chat is the whole screen, when asked to verify my policy number I can’t because the chat is over it and there is no way to view it. To get the transcript (which I wanted because it had cover details in it) I was told to use the 3 bars on the top right, but I only had an X visible above the chat. Pressing X obviously closed the live chat and I lost access to it.
So in summary, a good feature but to be useful needs to be improved.

Hi there Mingles too,

We’re sorry to hear your experience was not what you expected. We’re always looking for ways to improve so your feedback is really important to us. Your comments will be passed onto the relevant team.


Many thanks, the Bupa Team

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.

Hi Flo Darcy, thank you for your review and feedback, I'm sorry you feel that the service from Bupa hasn't been great, please speak with our member services team on 0345 609 0111, they will be able to advise you further regarding the form your GP needs to fill out.
If you have any problems in the future using our digital platforms then please call me on 0345 608 0898 or via webchat. Kind regards Laura - Digital Support Team

Have the Bupa Well Silver service through my employer. As part of this service, you are entitled to counselling sessions, career chats and actual conversations with mental health professionals. However, the app actively tries to stop you from accessing these benefits. You seem to only be able to book them via calling their helpline, and after doing so, they referred me to a separate service, SilverCloud, which is completely awful.

I then tried to get life coach sessions booked. It makes you fill out a frustrating survey every time you enter this part of the app, and by answering honestly it referred me back to the terrible helpline. Instead I answered dishonestly, and suddenly I’m able to book a session. The benefits should not be dependent on the state of your well-being, but on the service you are paying for.

I then scheduled a session only for the app to break and leave me unable to join the call. The appointment actually completely disappeared from the Home page without a trace. I can only conclude that Bupa has a strong incentive in making the redeeming of your benefits as difficult as possible, and thus has decided to do so.

Frustrating and sad when it’s hard enough as is to take steps to better your mental well-being.

Hi Jacob, I am very sorry that you haven't enjoyed using the My Bupa services that have been provided to you by your employer. We absolutely do not want to prevent you getting access to care or stop you redeeming your benefits and I would be happy to discuss this further so we can determine what the issue is by getting anything needed fixed for you. Please get in touch via webchat or by calling us on 0345 608 0898 quoting QN-692847 so we can talk about it further. Many Thanks, Antony - Bupa Digital Support