Analysis of 6 073 reviews reveal that Bupa UK Insurance need to find a way to be more reliable

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Being one of the UK’s leading private healthcare insurance, Bupa offers its clients choice and flexibility. However, it seems that some are dissatisfied, with not getting costs covered when needed.

Why do we say this?

The topic “pay” occurred in 11% of the reviews and has an average grade of 2,93 / 5. This indicates that it’s mentioned in a negative way. This topic seems to be referring to experiences some customers had concerning not getting, for example, their treatments or operations covered by the company. They had to pay way more than they had expected in the first place. There were also complaints about the monthly insurance cost getting more expensive.

This leads us to the topic “cover” that has an average grade of 3,17 / 5 and occurred in 5% of the reviews. As previously mentioned, some customers claimed that the company didn’t cover the costs, when they needed it the most. Some also perceived customer service to be insensitive and not willing to help them.

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Bupa may need to create a more consequent and pronounced policy when it comes to insurance coverage. This is so that they have something reliable to refer to when various situations arise. Currently, customers seem to be surprised when they are not getting their costs covered when they expected to. They need to know for sure, what kind of insurance plan they need to get if they wish for certain insurance coverage. This could prevent future misunderstandings. If they’re increasing the insurance costs, they may need to try to include more benefits for their customers.

They could also try to improve customer service when it comes to being more receptive and more willing to assist customers. In this way, they can give the impression that they do care about loyalty towards the company.

The research team at Gavagai performed this analysis using our AI-powered text analysis tool, Gavagai Explorer. All texts analyzed in this article are collected from public online data published on Trustpilot.

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