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.
You may want to read Bupa’s Information handling policy before making a complaint.
How the complaints process works
Pet Insurance process:
The satisfaction of our policy holders is important to Bupa Pet Insurance. If you have any concerns about our products, services or wish to dispute the outcome of a decision, please find more information about our complaints process here. If you’re experiencing any issue or difficulties that may make it harder to submit a complaint, you can reach out to help@petsure.com.au.
Car, Home and Landlord Insurance process:
The satisfaction of our policy holders is important to Bupa Car, Home and Landlord Insurance. If you have any concerns about our products, services or wish to dispute the outcome of a decision, please find more information about our complaints process here. 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.
Travel Insurance process:
The satisfaction of our policy holders is important to Bupa Travel Insurance. If you have any concerns about our products, services, or wish to dispute the outcome of a decision, you can find more information in our Internal Dispute Resolution Policy.
Support is also available through our Financial Hardship Policy, Vulnerable Customer Policy, and Family Violence Policy. If you want more information on how we handle your personal information, please see our Privacy Policy.
All the relevant documents are available here.
Phone and Cyber Insurance process:
The satisfaction of our policy holders is important to Bupa Phone and Cyber Insurance. If something hasn’t met your expectations — whether it’s our products, procedures, or customer service — we want to hear about it.
You can find out more information about our complaints process and support options here.
Terms and conditions
Bupa Travel Insurance is distributed by Bupa HI Pty Ltd (Bupa) (ABN 81 000 057 590, AR 354269), an authorised representative of Open Insurance Pty Ltd, ABN 23 166 949 444, AFSL 451712 (Open). Open arranges this insurance as agent for Travel Insurance Partners Pty Ltd (ABN 73 144 049 230, AFSL 360138) who manage and administer travel insurance issued by Zurich Australian Insurance Limited ABN 13 000 296 640, AFSL 232507. Any information is general advice only and does not take into account your individual situation, needs or objectives. Consider the PDS & TMD.
Bupa Home, Landlords, and Car Insurance is distributed by Bupa HI Pty Ltd ABN 81 000 057 590 (Bupa), an authorised representative (no. 354269) of Open Insurance Pty Ltd ABN 23 166 949 444, AFSL 451712 (Open). It is issued by Open on behalf of the insurer, The Hollard Insurance Company Pty Ltd ABN 78 090 584 473, AFSL 241436 (Hollard). Bupa and Open act as agents of Hollard and not on your behalf. Any advice is general only and does not take into account your personal circumstances. First read, on this website, the relevant Product Disclosure Statement (PDS) and Financial Services Guide (FSG) as well as the Target Market Determination (TMD) to help you decide if a product is right for you.
Bupa Pet Insurance policies entered into for the first time prior to 18 April 2024 and subsequent renewals of those policies are issued by The Hollard Insurance Company Pty Ltd ABN 78 090 584 473, AFSL 241436, arranged and administered by PetSure (Australia) Pty Ltd ABN 95 075 949 923, AFSL 420183 (PetSure) and promoted and distributed by PetSure’s Authorised Representative (AR) Bupa HI Pty Limited ABN 81 000 057 590, AR 354269 (Bupa). Bupa Pet Insurance policies entered into for the first time on or after 18 April 2024 and subsequent renewals of those policies are issued by PetSure and promoted and distributed by PetSure’s AR, Bupa. Any advice provided is general only and does not take into account your individual objectives, financial situation or needs. Please consider the Product Disclosure Statement (PDS) to ensure this product meets your needs before purchasing, or choosing to continue with the product. PDS and Target Market Determination available at https://www.bupa.com.au/pet-insurance.
Bupa Phone and Cyber Insurance is distributed by Bupa HI Pty Ltd ABN 81 000 057 590 (Bupa), an authorised representative (no. 354269) of Zurich Australian Insurance Limited ABN 13 000 296 640, AFSL 232507 (Zurich). This insurance is arranged by Likewize Services Pty Ltd ABN 23 090 918 399, AFSL 230163 as agent for Zurich. Any advice provided is general advice only and does not take into account your personal objectives, financial situation or needs. Consider the relevant Product Disclosure Statement (PDS) and Financial Services Guide (FSG) and Target Market Determination (TMD) to help you decide if a product is right for you.
Customer Support for family and domestic violence situations
If you are affected by a domestic or family violence situation, please read the applicable domestic and family violence policy here, to understand the ways they can support and assist you:
- Open's Domestic and Family Violence and Financial Hardship policy (Home, Landlord and Car Insurance)
- Travel Insurance Partners' Family Violence, Financial Hardship & Vulnerable Customer Policy (Travel Insurance)
- PetSure Family Violence Policy (Pet Insurance)
- Supporting customers experiencing vulnerability – Zurich Australia (Phone and Cyber Insurance)
The General Insurance Code of Practice
We proudly support the General Insurance Code of Practice, which sets out the standards that general insurance companies must meet when providing services to their customers. The Code covers car insurance, home insurance, travel insurance and pet insurance. You can read and download the Code at: codeofpractice.com.au.