The international multi-insurance group Bupa provides private medical insurance. But, it seems as though some customers are doubting the information they receive.
Why do we say this?
The topic “help center” occurred in 66% of the reviews and has an average grade of 1,38 / 5, which is lower than the overall average grade of 1,39 / 5 for the project. Some customers claimed that customer service was being rude over the phone and unwilling to help. They also had to wait a long time to be able to speak to someone.
The topic “policy cancelation” has an average grade of 1,24 / 5 and occurred in 28% of the reviews. It seems that some experienced their policy being canceled without notice. Also, some found out that their insurance didn’t cover the costs they thought it would.
The topic “insurance coverage” occurred in 56% of the reviews and has an average grade of 1,39 / 5. It was mentioned that some felt like, they had been tricked when it comes to what they were covered for or not. Also, it seems that some didn’t get concrete answers from customer service, regarding insurance coverage.
It could be that Bupa Asia needs to improve its customer service. They may need to communicate clearly what is covered and what is not, that is so the customer will not be surprised about additional costs. An increase in transparency and receptiveness may be needed to make customers trust the company.
They may also need to find a faster way to inform their clients about cancelations, also how to proceed with various issues regarding insurance.
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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 ProductReview.com.
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