We can offer extra assistance options to help you make a complaint
If you’re experiencing any issues or difficulties that may make it harder to submit a complaint, you can find support options on our vulnerable customer support page.
What you can expect from us
At Bupa, we listen to our members and take action to fix any problem they have, including where a member isn’t happy with an interaction they’ve had with our products or services. We strive to provide quality help and support to deliver a consistent and transparent complaints experience that accurately captures your concerns as a customer. This also means we aim to meet the needs of all customers, including those experiencing vulnerability, as outlined above in the extra assistance options above.
If you make a complaint, we will try and get back to you within 1 business day from when we receive it. We’ll keep you informed on the status of your complaint with updates at least every 10 business days, and we usually have an outcome within 5 business days. If the complaint is escalated further, we will have an outcome for you within 30 calendar days. We follow all obligations in the General Insurance Code of Practice (GICOP), as Bupa’s Licensee is a signatory to the code.
How the complaints process works
1. Provide your complaint or comment
At Bupa, we value your feedback. So, please tell us if we exceeded your expectations or if something’s gone wrong. We’ll aim to fix it right away and avoid it happening again.
Your feedback helps inspire our team members and improve our products and services.
2. If you’re not happy with our response, you can escalate your complaint
We aim to resolve your concerns the first time you contact us with a complaint, and we'll make every effort to do so to your satisfaction. If you're unhappy with the outcome, you can ask us to escalate it to a manager. If for some reason you still don’t get the outcome you desire, we can escalate the complaint further to our Internal Dispute Resolution Team. They'll conduct an impartial review of your complaint.
3. Contact AFCA for an external review of your complaint
If you’re not satisfied with the outcome of your complaint after it has been through our internal reviews, or it has taken more than 30 calendar days from the date on which the complaint was received, you can contact the Australia Financial Complaints Authority (AFCA) for an external review. AFCA is an independent body that provides information and helps resolve complaints, a service that is free of charge. A decision by AFCA is binding on us but is not binding on you. You have the right to seek legal assistance or remedies elsewhere. You may contact AFCA at:
Phone: 1800 931 678
Mail: GPO Box 3 Melbourne VIC 3001
You may want to read Bupa’s Information handling policy before making a complaint.