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Broker shuns Bupa over admin

A broker has stopped using Bupa after claiming the firm has poor service standards and slow response times to applications from protection advisers.

Highclere Financial Services partner Alan Lakey says he refuses to deal with Bupa after problems with its admin department. He says in one case, it took Bupa 19 months to send an acceptance letter.

Lakey says: “Bupa has got exceptionally good critical-illness contracts but I cannot deal with them due to their admin.”

John Joseph Financial Services principal John Joseph says Bupa has several attractive products but the firm often lacks the admin to cope with strong demand. Joseph says Bupa is improving but is still a long way off if it wants to be a market leader.

He says: “Over the years, Bupa have alternated their service levels from very good to poor and back to good due to being overloaded with business, causing long backlogs in response time.”

Bupa individual protection product manager Steve Casey says: “We have invested heavily in customer service and are piloting an online service which will be launched in September. This will significantly speed up our ability to issue business, sometimes within minutes rather than days.”

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