Bupa Reviews 

One of the worst companies to contact. Trying to cancel my policy after seeing how little I actually get back when I claim.

I book a call back...it never happens. I try again a few days later. I get a call back but just sit on hold and it's never answered after 15 minutes!

I try the online chat! I never got a reply, after several hours.

I try their WhatsApp. No reply, then you get a response at 7:45 am the next day, but don't see the message in time. You reply, but nothing. This same pattern goes on for a week! It's like your trapped in a repeating nightmare!

I finally get a call back after trying to call them!

Absolutely appalling doesn't begin to describe how bad their communication setup is. I eventually cancelled my policy.

Nothing but issues from the very start
All phone calls take 30-60 minutes before someone actually answers and 9/10 that person can’t help you and puts you on hold for longer as they all work from home and transfer you you around.
Card never worked at Dentists, Massage or even Physio centres. My own GP of 20 years refuses to accept Bupa due to the many constant issues and frustrating waiting times to get answers. 9/10 their online claims won’t recognise your extra’s service reference number and the only way to TRY AND CLAIM is you have to submit your claims by mail and wait another 3 weeks. If you go a cancel they refuse to refund you directly into your account and have you waiting 3 weeks for a cheque. They say it’s because you paid with a credit card, but I have never owned a credit card in my life. Then the only way you can cash that check is to open a Westpac account and then be charged $5 per month for from the Westpac for this account as no banks accept cheques anymore.

The worst insurance company ever existed. If there is 0, I will give a 0 or negative. They will never cancel your policy and try to use all the different ways to delay and their call centre is in oversea, may be India and operators do not care about us at all and very nasty and do not even listen to us. The worst company of all time.

This insurance service is absolutely disgraceful. I purchased it online and was given almost no proper explanation of the policy. The contract terms are intentionally vague, misleading, and clearly designed to confuse customers. Critical conditions are hidden or poorly presented, making it nearly impossible to understand what you are actually paying for.

It strongly feels like a deliberate tactic to exploit customers and avoid responsibility when it matters. This is not just bad service — it is dishonest and unethical. I deeply regret trusting this company and would strongly warn others to stay far away unless you want to risk losing your money.

I have tried repeatedly to cancel my insurance policy, and Bupa's customer service (if you can call them that) has given me the run-around for 2 whole days. They take hours to reply to their online chat and keep closing off the conversation before you can even reply. I have been asked the same d*mn questions repeatedly when all I want to do is cancel my policy.

Been with Bupa for 6 and a bit years. Each year my insurance increases, like everything. But this year, the premium will be $151 for basics cover per month. I believe this is just far too high an increase in one year, and so I started to research insurance company's as I believe there will be fairer priced cover with a basic insurance out there, there just has to be. And there was. Medibank and NIB both $20 less than Bupa per month for medium stream fair coverage with lots of inclusions. I went back to Bupas website and checked their covers for one final time and found a cheaper one with all the inclusions I need. Fair to say I swapped to a cheaper cover saving me $40 per month with Bupa and now feel so much better. That's $480 per calender year now. Thank you Bupa. The only criticism or negative I have on Bupa is the slight attitude, or defence mechanism your female Customer Care staff member had with me over the phone. Her name was Angela if im correct. Less of the attitude would have made it a really beneficial experience for me. Thanks ❤️

Not happy at all, switched from Medibank after a cold call from a company claiming bupa will save me money and my wait periods will be transferred over. I had had gold cover with extras and switched to silver with bupa. They did not honor the 7months I had already held insurance for. And after speaking to them on the phone for an hour they said they were sorry and input the information wrong to still have not changed it after 2 days. I can’t claim anything. Rip off

To explain further I started the process in January and was told it would all be handled so I had coverage for bupa and Medibank but somehow on paper my bupa cover only started 2 days after my Medibank cover ran out. I believe they did it purposely to not waive 7 months waiting period I had already served.

TOOK SO LONG TO PROCESS CLAIMS!SO MANY REQUIREMENTS!BUT WHEN GETTING THE PAYMENT THEY ARE SO FAST!!!

I was trying to cancel my policy so I decided to use their online message system. I got a bit asking me what I wanted and it asked me generic questions. I then got in touch with someone called Kaye. I told him I wanted to cancel my policy and he tried asking me other questions that I wasn’t prepared to answer. I explained I just wanted to cancel my policy. Another 20 mins went by and he answered with another question. He knew he was winding me up and didn’t come online for another 20 mins. He then said he’d get someone from customer care to speak to me now. So another 20 mons went by and I asked if he had contacted customer care. He then asked me some more questions knowing very well I would only speak to customer care. After 1 1/2hrs I got customer care who quickly cancelled my policy i
If anyone has to deal with Kaye I suggest you hang up and deal with someone else. The guy isn’t fit to serve people. In fact I’d say he wasn’t fit for customer service.
BUPA you need to do better than hiring this person. I won’t be coming back to BUPA. Kaye has ruined it for me.

Awful health insurance company. For the insurance premium I’m paying close to $600 a month their value is very poor. They are telling me to claim for 1 SINGLE A$500 retainer vs. allowing a claim of $750 for 3 sets of retainers. What kind of mathematicians work at Bupa IS BEYOND ME. Honestly i would NOT stick with Bupa and find another insurance provider.

Leaving this review purely based on the company’s own written admissions throughout a refund case.

A refund of $1,132.07 was initially not received because the consultant processing it had “forgotten to complete the second step” of the internal process.

The refund was then rejected because required documentation was allegedly “not on file” — despite already being submitted and confirmed via multiple phone calls. The company later confirmed that even if documents had been provided earlier, they had not been logged into their system.

After weeks of reassurance that the refund would appear in the bank account within 5–7 business days, the company suddenly advised it could no longer be refunded because payments had gone through a third-party system the customer had never knowingly used.

The proposed solution in 2026?
Posting a cheque — with no tracking or proof of dispatch.

After the cheque failed to arrive within the promised timeframe, the company apologised for “constant delays and unfulfilled promises” and confirmed a bank transfer would be processed within 2–3 business days… only to later send contradictory communication stating it would take 7–10 business days again.

Missing internal records, manual refund steps that can simply be “forgotten”, and constantly changing timelines point to serious operational failures.

This is not a customer service issue — this is a systems and governance issue.

I contacted Bupa to change my cover after becoming a permanent resident. A staff member named Jaime cancelled my reciprocal cover but failed to put the new cover in place, despite telling me it had been done.

As a result, I was unknowingly left without any health insurance for a period, which is extremely serious and has potential tax implications. I only discovered this after following up when nothing appeared in the app.

This was a serious administrative failure and the handling of the issue was unprofessional. I would not expect this level of risk or misinformation from a health insurer.

The boy at the receptionist is good for nothing. I am wondering if he is the relative of the senior boss of that visa medical centre. We went there four times. Each time he couldn't give us full information. Untill we were angry and he asked for manager to come then we were told to prepare another document. This should have been sorted out in our first visit. I am wondering if we are really dealing with an Australian organisation.

Completely unreachable. Excessive wait times on calls, and if you opt to use their messaging service (which the automated message service encourages you to do), you will experience response times of up to 10 minutes at a time. When I questioned this, the team member explained it was like a text messaging service so they could answer anytime and I'd be sent a notification they had. Well, no notification was sent and when after 10 to 15 mins later I checked the message thread, the operator had closed the conversation. I'm just trying to increase my cover (essentially give them more money) but there seems no conceivable way to talk with someone about these options.

If there were an option for zero stars, I would choose it. This is based on absolutely horrible customer service, which is basically non-existent. If you’re lucky enough to speak to someone after waiting for hours on the phone, the outcome is miserable anyway and you end up having to call again and again. I truly don’t understand why they would implement such a miserable system and level of customer service for such a sensitive and important service.

I’ve never dealt with a more exhausting customer service experience. I received an “important update” email saying my premium had increased because I hadn’t provided a “clearance certificate” something I already had from my previous provider and could have supplied immediately if it had been requested earlier. Instead, I was pushed into a chatbot maze that wouldn’t let me ask a real question or enter details. After multiple restarts, I had to select an irrelevant enquiry just to get through. I uploaded the certificate, was told a service rep would respond, then spent nearly two hours being repeatedly ghosted between long delays. In the end, my simple document submission was forwarded to another team with a five day turnaround. If this is how they handle a basic admin task, I’m not waiting to see what happens when I actually need help. Too many red flags. I’ll be cancelling and returning to AHM, where real communication and action exist.

From the start, Bupa failed to provide basic support, forcing me to pay nearly $20,000 myself despite holding top level travel insurance. I was medically repatriated from Sweden to Australia after a fall that caused pelvic and hip fractures, yet no mobility aids or safe transport were provided. Transport from the airport to my home was denied, leaving me in pain and at serious risk. CoverMore initially told me my injury was pre-existing, demonstrating clear errors in their claim handling.

I was advised to sit in the car or at the airport instead of being provided safe accommodation. I had to arrange a hotel myself, late in the day, after enduring significant distress. Bupa pressured me into a 10-hour longer flight route with multiple stopovers. I have screenshots of these bookings booked without my consent. Only after my daughter personally paid for a shorter, safer route did Bupa approve the same route highlighting reactive, unsafe, and inconsistent decision making.

My claim was closed while a legitimate medical bill from Skåne Hospital remained unpaid, which has now escalated to debt collection with the Swedish Enforcement Authority, despite written confirmation from Bupa that it would be paid. Bupa paid for only a few items, including a transport service that was dangerous and inappropriate. They later offered compensation, which does not reflect the distress, risks, or failures I experienced.

Repeated miscommunication, fragmented handling across four entities (Bupa, World Travel Protection, Zurich, CoverMore), and a lack of transparency meant I had to chase basic obligations while recovering from serious injuries. Five months after my accident, mobility aids are still not provided, bills remain unpaid, and Bupa’s internal review claims no failures, which is contradicted by the evidence.

Overall, the claim process was unsafe, stressful, and completely mishandled, showing systemic failures and a clear breach of duty of care.

i am writing this because Tracey who works for Bupa and she is based in Brisbane deserves a a really high praise review. my situation was complicated but she stuck through it for over a 1.5 hrs going through and trying to find out why Bupa was charging me a different price through my bank account to what was quoted on my login policy ..look at the end of the day she was fantastic and i give HER 5 ***s but for Bupa themselves the company come on the right hand does not know what the left hand is doing and this does not reflect well on Bupa ..my situation is not finished yet

Horrible. Never sign up with them.
Their processing times for anything are a minimum of 20 business days. They don’t even let you properly switch to another insurer. They have asked me three times for the exact same documents, both via chat and email. Every time you speak to someone, it’s like starting from zero again.

They keep you waiting up to two hours on live chat, only for the conversation to be automatically closed due to time expiration, and then you have to start all over again.

On top of that, they renew your policy without asking for your consent or having you sign absolutely anything, and by doing so they create a debt in your name. They then threaten you with that debt and still don’t provide a proper cancellation process.

I need to use my new insurance, and Bupa refuses to give me a certificate they are legally required to provide. The service is consistently terrible. They clearly do not care about your health at all.

In my experience, Bupa's customer support is very slow.