Complaint statistics

Listening to our customers

We are extremely proud of the service that we offer our customers, however we recognise that sometimes things can go wrong.

What to do if you have a complaint

We’re always pleased to hear positive stories about your experience with Bupa. We also want to hear about any problems you have. If something does go wrong, we have a simple procedure to ensure your concerns are dealt with as quickly and effectively as possible. Complete the making a complaint form, and we will contact you to help resolve your issue. If you have a complaint about Bupa health insurance, please follow the guidance on our complaints page.

How to make a complaint

Complaints information

We take customer service extremely seriously. By listening to our customers, we can continue to improve the service we offer. Bupa, along with other major insurance companies, is required by the UK Financial Conduct Authority (FCA) to publish details of the number of complaints we have received.

Complaints report

Firm name: Bupa Insurance Services Ltd
Other firms included in this report: Bupa Insurance Ltd
Period covered in this report: 1 July 2023 to 31 December 2023
Brands/Trading names covered: Bupa Health and Wellbeing, Bupa Global, Bupa Cash Plan, Bupa Travel, Bupa Dental.
These details are reported to the Financial Conduct Authority (FCA) and are updated every six months.

	Number of complaints opened per 1000 policies in force^†	Number of complaints opened	Number of complaints closed	Percentage closed within 3 days	Percentage closed after 3 days but within 8 weeks	Percentage upheld	Main cause of complaints opened
Banking
Home finance
General insurance and pure protection	6.66	19,861	20,671	40%	58%	64%	Product performance/ features
Decumulation, life and pensions
Investments

	Number of complaints opened per 1000 policies in force^†	Number of complaints opened	Number of complaints closed	Percentage closed within 3 days	Percentage closed after 3 days but within 8 weeks	Percentage upheld	Main cause of complaints opened
Banking
Home finance
General insurance and pure protection	6.66	19,861	20,671	40%	58%	64%	Product performance/ features
Decumulation, life and pensions
Investments

^†By “policies in force” we mean lives insured.

What the table shows

We only offer general insurance products, which is why some of the boxes in the table above are blank.

We received 19,861 complaints between 1 July 2023 to 31 December 2023. This represents complaints from less than 1% of our customers.
We resolved 98% of complaints within eight weeks. The FCA allows Bupa and other financial services companies this time before a customer can ask the Financial Ombudsman Service to investigate. It is not always possible for us to resolve complaints within eight weeks. For example, this could be because we are waiting for additional information from doctors or hospitals, additional information is presented to us during our investigations or there is a delay in sending and receiving information.
We agreed with 13,187 complaints we closed between 1 July 2023 to 31 December 2023.