Bupa is a household name and synonymous with UK health insurance as well as private healthcare. But are they the best service providers and what are the benefits of their policies? In this independent review of Bupa, we look at the latest customer feedback, Defaqto ratings and awards to give you a comprehensive insight into the services they provide.
Bupa’s experience in private medical insurance
Bupa was founded in April 1947 with the primary aim of ‘preventing, alleviating and treating disease and ill health of all kinds. These core values are embedded in their original constitution, combining both freedom of choice with an ethos of care. Originally called the British United Provident Association, Bupa is today limited by guarantee with no shareholders.
Today, Bupa serves more than 31 million people worldwide, and health insurance represents 72% of their revenue, 17.9 million of their clients. In addition to health insurance, Bupa operates a variety of private health services such as clinics, dental centers and aged care facilities in a select number of countries.
In addition to its consumer insurance services, Bupa also provides business health insurance policies to a growing number of UK businesses.
How does Bupa compare to the rest of the market?
If you want to understand how Bupa compares to other leading providers, be sure to read our regularly updated guide to the best providers.
Bupa customer reviews
At the time of writing, Bupa has amassed some 9,911 reviews on Trustpilot with an enviable rating of 4.3 out of 5. Admittedly, their service isn’t flawless, but with the number of users they serve, we think the rating is a great indicator of the quality they consistently deliver.
Here’s what just a few of their customers said on Trustpilot:
So good! It’s worth every penny to get checked out quickly by an expert. (5 stars June 2021)
Excellent service and support as always from BUPA through its Cataract Surgery Pathway Program at a local specialist private clinic, including helpful advice and flexibility to postpone surgery for a few months due to needing to support my wife at home. (5 stars June 2021)
That being said, I did not submit a claim and was charged for a non-existent consultation which I was not impressed with.(1 star, June 2021)
It is important to note that Bupa is responsive to their reviews and actively reaches out to customers who have had a bad experience to try and make things right.
Bupa health insurance
Bupa offers two primary levels of cover: Treatment and care and comprehensively, both can be customized to your requirements.
Bupa treatment and care
Bupa’s Treatment and Care health insurance is their cheaper alternative for those who want private treatment but are happy to be diagnosed by the NHS. Importantly, cancer insurance is included as standard, with the option for Bupa to cover your radiotherapy, chemotherapy, drug therapy or surgery if they are not available on the NHS.
What is included in the Bupa treatment and care policy:
- Hospital treatment – acceptable outpatient, day or hospital treatment.
- Mental health cover – acceptable mental health treatment from a consultant, mental health or wellbeing therapist. Limited to 28 days of hospital or day care each year.
- Outpatient therapies – therapies such as physiotherapy.
- Diagnostic tests after treatment – tests that your general practitioner or consultant may request after treatment.
- Outpatient consultation after treatment – acceptable consultations when they are related to acceptable hospital or day treatment.
- Scans after treatment – Images requested by your consultant after treatment where you are treated as an inpatient or day patient.
- Choice of full cancer cover, NHS cancer cover plus or no cancer cover
- Anytime HealthLine – round-the-clock phone consultations with Bupa’s team of general practitioners and nurses.
- Accommodation of parents – Bupa will pay for every night a parent needs to stay in hospital with the child, assuming the child is on the shelf.
- Private clinic – traveling by road in a private ambulance.
- NHS cash benefit – Bupa will pay cash for free NHS treatment if you are eligible.
- NHS Cancer Benefit Cash – Bupa will pay compensation for acceptable cancer treatment Provided to you for free by the NHS.
- Access to three hospital networks – Choose from Essential Access, Extended Choice and Extended Choice with lists of Central London hospitals.
Excluded from Bupa’s treatment and care policy:
All the following exclusions are reserved for those who take out a Comprehensive policy.
- Outpatient consultation before treatment – you will be diagnosed on the NHS, not privately.
- Outpatient diagnostic tests before treatment – if necessary, this will happen through the NHS.
- MRI, CT and PET scan before treatment – if necessary, this will be through the NHS.
Bupa By You – Treatment and care defaqto rating
defaqto ratings are updated annually and rate insurance policies from one to five stars, based on their market research and firm standards. The Defaqto rating shows the overall level of coverage and quality of service provided by the company. Importantly, these ratings are product based, so Bupa’s Treatment and Care will have a different score to their Comprehensive product.
Bupa’s treatment and care product received a respectable 3-star defaqto 2022 rating, which is generally comparable to other providers’ products.
Bupa By You Comprehensive
Bupa By You Comprehensive is their best private health insurance, designed to cover as many things as possible and, more importantly, make sure you’re not only privately treated, but privately diagnosed. With long delays on NHS waiting lists for both treatment and diagnosis, many people find this level of cover essential.
What’s included in a Bupa Comprehensive policy:
Everything included in the treatment and care policy, as set out above, is included in Bupa’s comprehensive policy, but in addition, all of the following are covered:
- Outpatient consultation before treatment – Bupa will pay for the consultation when you are examined on an outpatient basis to diagnose your eligible condition.
- Outpatient diagnostic tests before treatment – tests included that your GP or consultant may request before treatment.
- MRI, CT and PET scan before treatment – scans are included which your consultant may request to help them determine your condition.
Being Bupin’s highest level of cover, their Comprehensive product, as you might expect, achieves the best ratings from defaqto 2022, which is a testament to the level of cover and quality of service provided.
Bupa’s general exclusions
Depending on your policy and your medical history, what’s covered can vary, but Bupa has a few standard exclusions you should be aware of:
- Chronic conditions – those that cannot be cured
- Pre-existing conditions
- Natural aging
- Allergies, allergic disorders or food intolerance
Shutdown bug
For a full list of exclusions, click here to download Bupa’s policy benefits and terms.
Benefits of Bupa health insurance
Bup’s health insurance gives you many of the benefits of any UK health insurance, such as:
- Potentially faster treatment
- Potentially faster diagnosis (if comprehensive)
- Access to medicines and treatments not routinely available on the NHS
- More choices when you are treated and by whom
- A private room while you are in the hospital
In addition to these standard benefits, Bupa also gives you:
- Bupa covers more mental health conditions than any other leading UK insurer
- See a general practitioner within 24 hours from the comfort of your own home
- 24/7 health advice
- Rewards program with various discounts such as discounted gym memberships
Cover of the Bupa family
Bupa’s family cover gives you access to their market leading policies at a 10% discount compared to buying individual policies for each member of your family. You get all the benefits you would normally get, plus extra child mental health support services.
Health insurance for married couples Bupa
As with Bupa’s family policy, you can decide to take out a joint policy with your partner, and Bupa will give you a 5% discount. This is quite rare with insurers, and many do not drop joint policies.
One thing to note is that although Bupa gives a discount on your couple’s health insurance, it may not be the most cost-effective way to buy your policies. In many cases, it will be cheaper to take out different policies with different providers as you and your partner will undoubtedly have different requirements and medical histories.
Bupa business health insurance
Bupa can provide health insurance to small businesses (2-249 employees) and companies (250+ employees) in the UK. With a range of options to choose from, you can give your team a great perk and even extend it to their family if you want. A big plus of Bupa’s business health insurance is the comprehensive level of cover for mental illness, which, as shown in the table below, sets them apart from other leading providers.
Bupa private healthcare
Alongside Bup’s private health insurance, they have a network of private health services in the UK, from nursing homes and specialist dementia care to health centers and retirement villages; of course, as you would expect from any leading insurer, Bupa has an extensive list of recognized consultants and therapists, along with a significant list of hospitals. To find out more about the private healthcare options offered by Bupa, please visit their website or contact us.
Bupa contact details
customerrelations@bupa.com
0345 606 6739
Bupa Place, 102 The Quays, Salford Quays
M50 3BR
Great Britain
