My Bupa 12+

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!

Hi Vickykots. Thank you for your 5 star review and your amazing feedback for Katie. I have passed your feedback onto Katie and her manager. I'm glad you felt heard and understood. I wish you all the best with your onward referral. If you need any further help or guidance you can contact us on 0345 608 0898 or by webchat. Kind regards, Anneka - Bupa Digital Team

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