Health insurance feedback and complaints

Bupa aims to make every customer experience a good one. If we've gone above and beyond or we've fallen short, we'd appreciate your feedback. It helps inspire our team members and improve our products and services.

You can complete the feedback form below or follow the steps below.

If we got something wrong and you're not happy with our response, you can lodge a formal complaint. You can read about our complaints process, what you can expect from us and how long the process will take in the Customer Complaints Guide. You may want to read Bupa's Important Information Guide (PDF, 3.2MB) or our Information Handling Policy (PDF, 89.7KB) before making a complaint.

To make a formal complaint, complete the complaint form or follow the steps below.

1. Provide your feedback

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.

You can complete the feedback form above, contact us by phone or visit us in store.

2. Lodge a complaint to Bupa

We aim to resolve your concerns the first time you contact us with feedback. If you're unhappy with our response, you can lodge a complaint to Bupa.

Please provide as much information as you can to help us understand what went wrong. Let us know what you want to happen to make this better.

You can complete the complaint form above, call us or send us a letter. A member of our team will review your complaint and help resolve the problem for you.

Ask the Commonwealth Ombudsman for an external review of your complaint

If you're not satisfied with the outcome of your complaint, you can ask the Commonwealth Ombudsman for an external review. The Ombudsman is an independent body that provides information and helps resolve complaints.

Bupa's complaint process and response time

Our complaints handling process is based on Australian and international benchmarks. We aim to resolve complaints in a timely, efficient and consistent way.

We'll usually confirm we got your complaint in 2 to 5 business days.

We aim to resolve all complaints in 10 business days. Sometimes we need a bit more time or information to ensure we can resolve your complaint in the best way for you.

If there's a delay, we'll let you know why and agree on a new time frame with you.

We'll always keep you updated on our progress.

If you asked for an internal review, a Senior Customer Relations Specialist will consider your original complaint and the resolution. We'll aim to provide you with a final response in 10 business days. If we need more information or time, we'll let you know.

For serious “whistleblower” type complaints

Bupa has a “whistleblower” service which customers, providers and other concerned parties can use when they have a serious concern relating to Bupa. This service is called “Speak Up” and can be accessed anonymously or by providing your details.

"Speak Up" is designed to report, in good faith, suspected wrongdoing, unsafe practices, or unethical behaviour within Bupa – so it can be investigated and addressed.

Please use this link or call 1800 988 293 to access Speak Up. All Speak Up complaints are received by an independent company, Navex, before being referred to the appropriate person at Bupa for investigation and appropriate action.

If you would like to raise any other complaint, you can do so using the Feedback & Complaints form or by contacting us through any of our service channels.

Special assistance

Contact another Bupa business

Each of our businesses has their own feedback and complaints process. You can give them feedback using the contact details below.