Bupa were charging us, at the wrong loading percentage, for over a year and a half. I rang in September last year, to request they change it to 0%, and to update our clearance certificate, to reflect this. Finally, in February this year, they sent the correct clearance certificate (after several failed attempts, yeah they couldnt get it right) but I am still awaiting on 1.5 years of refunds. I had an extremely rude Manager call me four weeks ago yelling at me and asking why I “thought I was entitled to benefit” even though I am and Frank Health (my current Health fund) had already paid me the refund they owe me. The manager hung up on me and closed my case. I’ve rang a further two times and was told today, that my case had been reopened and once again escalated. I will have to wait between 16-19 working days to get a call back. The kind woman I spoke to was unable to get any management to clear up the issue. I’m tired, anxious and absolutely over this terrible company. All I ask is for them to send me the money I am owed… I’m not even seeking compensation for the 35+ phone calls I have had to make to them, since September last year. I’m also not seeking compensation from them for the angst they caused me at 6months of pregnancy, when they told me my silver extras cover was being made redundant and therefore I was not covered to have a baby… BUPA Health insurance is an absolute disgrace… I was also employed by them, at that stage. Never, ever, ever sign up with them.
Welcome to the Community @Dani88
I moved your experience into this long running topic about Bupa. Thanks for adding your experience.
My husband has had 2 surgeries in the last 9 months. One was to lift his eyelids so he could see better and we were $ out of pocket for the surgeon and $ for the anaethetist. it was day surgery.
The other was for torn rotator cuff and was overnight stay. We are in top hospital and extras and have been for many years. At the time we had just changed to NIB. We found out they have no gap with a lot of NSW surgeons but not a lot in Victoria. We have changed now to BUPA and have yet to have an operation under them. However, their communication is unbelievable. No email now What’s App and you go in a queue. I waited 4.5 hrs one night and when I went back in the next day had to start again. Then there is the APP which is just as bad. Not even sure what the different functions for contacting each one is and have asked. Not got an answer. If you don’t reply in 10 mins they cut you off. I rang another day and waited 1.5 hrs on the phone. Once this problem with swapping is sorted I hope I don’t have to contact them again.
So “unbelievable” means “unbelievably bad”?
Don’t we all hope not to have to contact our health insurance providers?
Insurance is the thing that you pay for, hoping that it will be a “waste” of money.
Yes unbelievably bad. No email now What’s app! I waited 4.5 hrs in the queue and went to bed. Tried to rejoin the queue in my spot next morning and had to start all over again. If they answer you and you don’t respond then they close the chat after 10 mins. You get a different person every time and they don’t seem to read the previous messages so you have to begin all over again. Their APP similar. Not sure the different purposes of the APP and Whats App, have asked and no-one has answered the question. I rang and waited 1.5 hrs on the phone. I was trying to do an extras claim and it took ages for my clearance certificate to get through the system,so they knocked back my claim saying I had a 12 month waiting period.
Was speaking to a friend yesterday who said the quickest way was to communicate is to go on the website and do live chat. If it is like every other live chat you get a bot who doesn’t understand your question and finally puts you on to a human. Now that it is finally all over and they paid the claim (took 7 weeks) I hope only to be putting in claims online.
BUPA are having to pay a fine of $35 million for misleading or deceptive conduct towards some of their customers. This conduct has been happening for quite some years, the report notes this period is at least 5 years. They also have to compensate those affected by the misleading or deceptive conduct.
If anyone thinks that this situation has affected any claims they have made, they should contact BUPA to ensure that the claims are rectified.
ACCC report on the issue
BUPA website for the review of mixed coverage or uncategorised claims (it includes a link to the online form)
