Bupa Reviews 

holds claims
claims that they did not receive paperworks
long waiting hours on phone

If a group of people got together and tried to design the absolute worst customer experience, they could not possibly hope to match the nightmare that is bupa. I find it hard to assemble the right words to describe how awful it is. In the same chat, agents don't see what has happened previously in the conversation. Messages take >20minutes for a response, they constantly ask for information they've already received. Never sign up with this company, it is worse than you can possibly imagine.

It's impossible to get through to BUPA. I've been in the chat for over two hours. I was waiting in the telephone queue for ages before I was able to request a call back and when they finally called back I was put on hold for another 30 minutes before anyone answered. Appalling customer service. If I could give them no stars I would.

Most pathetic and incompetent customer service I ever experienced.

I have never been so frustrated and let down by a health insurance provider in my life. Bupa’s claims and reimbursement process is an absolute nightmare designed to exhaust customers until they simply give up.
I submitted reimbursement claims for a medical consultation and lab tests ordered by my doctor — both were denied. For the lab tests, Bupa had the audacity to demand that I return to my doctor to fill out a specific form before they would even consider reimbursing me. This forced me to book an entirely new appointment that cost me $185 out of pocket — and guess what? Bupa refused to reimburse that too.
When I went in person to a physical store to demand answers, the staff casually informed me that I had already reached my reimbursement limit of $300 — covering BOTH consultations AND lab tests combined. $300. That’s it. For everything.
Here’s what makes this completely unacceptable: I was NEVER informed about this limit applying to lab tests. I was only told about a limit for consultations. At no point did Bupa send me a single notification, email, alert, or warning that I was approaching or had reached this cap. Nothing. Silence. They just let me spend money I didn’t need to spend, knowing full well I would not be reimbursed.
This is not just poor customer service — this is a deliberate lack of transparency that directly harms patients. I am now in a situation where I cannot continue my medical treatment because I have no money left and no support from the insurance I pay for every month.
Bupa should be ashamed. Do not trust this company with your health or your money. They will take your premiums, hide their limitations in fine print, give you zero warnings, and leave you stranded when you need help the most. Absolutely disgraceful

When I contacted Bupa to see what the costs would be compared to my then health insurer the contact person was not only welcoming but very well informed explained in simple terms tge offer ent levels of cover available explained it in a way tfat it was way to arrive at a cove tgat reduced my premiums by approximately $70 a month which at this point is a good result would highly recommend Bupa to anyone either taking out health insurance ranch for the first time or has eantnh to compare the prices myvdear

Poor customer service treatment, overpriced extra policies

After more than 15 years as a customer, I can confidently say they are not worth the cost. I constantly have to question charges and decisions, and my most recent claim refund was incorrect once again. Phone wait times regularly approach 30 minutes, online chat is frequently disconnected, and dealing with multiple overseas representatives is frustrating and inefficient. They refuse to provide reference numbers or even email confirmation of enquiries. The list of issues goes on. The only reason I remain with them at all is for the dental cover.

I was charged ~ $1200 more than the correct premium. The premium was wrongly estimated with the maximum LHC loading, although I have had health insurance for around 9 years and my previous insurance already provided the clearance certificate showing the correct LHC loading. I contacted customer service but they didn’t do anything and asked for information showing that they don’t understand the rules of health insurance. Then, I submitted a complaint more than weeks ago, but nothing has happened yet.

Does not allow cancellation on website and had to go through customer service in order to cancel. Ghosted me for a week and refused to reply so that I cannot cancel. Asked me repetitively for a reason to cancel and I responded that I do not need to provide a reason as it is my right to cancel any time. Threatened me with my visa potentially getting revoked if I cancel. DO NOT RECOMMEND.

I have never gone on to give a review. This one really tested my patience. One of the worst Insurance Provide with pathetic customer services. I would never recommend to any one.

Really disappointing experience with Bupa’s digital support. The response time was extremely slow, and every time more information was requested, there was no follow-up at all. I ended up waiting nearly an hour in the chat just to cancel my account, which should have been a simple process. The whole experience felt inefficient and frustrating. Definitely needs improvement in responsiveness and customer handling.

Wait time to get any information from this company is really poor. They charge a great deal for their product but hours of waiting to get any service has been my experience. When visiting in store they tell you you have to do everything on line!

I recently made the decision to switch my health insurance to Medibank. While the transition was smooth on their end, trying to finalize the cancellation of my Bupa direct debit has been one of the most frustrating customer service experiences I have ever encountered.
Since I am currently overseas, I have been forced to rely on Bupa’s digital support channels to avoid exorbitant international roaming charges. I have attempted to use every platform they offer—WhatsApp, iMessage, the Bupa App, and their website chat. The website is the only one that actually connects, but "connection" is where the service ends.
The primary issues I encountered:
• Inability to Process Simple Requests: It seems impossible for their staff to follow a conversation. If I ask multiple questions at once, they divert the topic and lose track of the inquiry. If I ask them separately, the answers are completely irrelevant to the question asked.
• Zero Accountability: During my first attempt, the representative abruptly disconnected the chat without warning or resolution. During the second, I waited an entire afternoon for a response, only to be met with "buck-passing" and no actual help.
• Inconsistency: Only on my third attempt this morning did I receive a partial answer, yet the representative still ignored the remainder of my questions.
It is ridiculous that a company of this size makes it so difficult to contact them outside of a physical storefront. Navigating their online "support" is a circular, time-wasting exercise. I am incredibly relieved to be finished with Bupa and would not recommend their service to anyone who expects professional or efficient digital communication.

I would have given Bupa a zero or negative star had there been such an option. The service was so poor for the price you paid, and at the end of your insurance policy, they will send you a very confusing email to basically trick you into renewing or paying more for your insurance. The waiting time for getting through the phone line is always very long, and the assistance you get out of it is barely any. Don’t buy from Bupa - Australia has other better value for money insurers.

The customer service at Bupa is indescribably bad. I just want to change my address, what a nightmare. I’ve tried multiple times on the App and the website and every single time it reverts back to my former address, so then I start getting notices saying my address is out of date because my invoices from health providers have a different address on them. I call the contact centre and wait for an hour and no one answers or the call is disconnected. I try to use the chat app and never get assigned to an agent or while I’m waiting get the notice this session has been terminated for security reasons. I transferred from NIB which I thought was bad but they now appear to be gold standard compared to these jokers.

A new member. My first experience has involved >2 hrs on hold, entering a raft of numbers to get me to the next step and when I finally think I am there finding I am communicating with a non human and told to wait another 30 minutes to be connected.
I had nothing but speed and efficiency when going through the joining process.

**WARNING: Stay Far Away from Bupa Overseas Visitor Health Cover (OVHC) – A Total Service and Refund Disaster**

If you are seeking Overseas Visitor Health Cover (OVHC), I urge you to look elsewhere. My experience with Bupa has been an administrative and customer service nightmare, costing me time, money, and significant stress. This company failed to deliver basic service and then actively obstructed my refund for months.

**The Initial Failure: A Policy That Was Never Usable**
I purchased an OVHC policy (Membership 25438102) for a family member in August 2025. Immediately, the system failed. We were **unable to log in to the online portal** and, critically, **never received the mandatory Confirmation of Coverage (COC)**, which is essential for visa requirements. Because Bupa could not provide the document needed for entry, we were forced to immediately purchase alternative insurance from another provider. The Bupa policy was rendered useless from day one and was never utilized.

**The Administrative Obstruction and Delay**
Despite the policy being unusable, Bupa continued charging the premium monthly. I began the formal cancellation and refund process on **January 30, 2026**. On **February 23, 2026**, I submitted all requested documents, including proof of the alternative insurance purchased and airline tickets confirming the family member’s travel.

Over the next two months, Bupa stalled. I sent urgent follow-up emails on **February 25** and **March 6, 2026**, explaining the severity of the delay and the urgent need for the refund.

**The Final Insult: Refusal Based on Their Own Delay**
On **March 31, 2026**, Bupa finally responded, denying the refund request. Their stated reason? They claimed the request was for a backdate of more than six months and demanded "Movement records from the Department of Home Affairs (DHA)".

This is unacceptable:

* The delay in processing the cancellation—from January 30 to March 31—is **Bupa’s administrative fault**. They deliberately delayed the process until the refund technically fell outside their arbitrary internal six-month rule.
* They are demanding DHA movement records for a policy that was **never used** because Bupa itself failed to provide the necessary Confirmation of Coverage document.

Bupa’s practices amount to administrative negligence followed by a refusal to rectify their own service failures. They continue to hold funds for a policy they failed to activate.

**Conclusion: Choose Another Insurer**
If you value your time and peace of mind, avoid Bupa Overseas Visitor Health Cover. Their process is fundamentally broken, and their refusal to issue a refund for an unused policy demonstrates a shocking lack of accountability. Don’t risk being caught in this same bureaucratic nightmare.

AVOID THIS
Worst experience with their insurance.
Customer care is impossible to reach if you want to cancel.
They wont pick your call for 2 -3 hours.
AVOID THIS SHIT SERVICES AT ANY COST

Today, I was left on hold through their automated system, for 1 hours and 46 minutes - where I finally caved and gave up. Incredible to think that a business could be that far behind.