Bupa has been accused by Lifesearch of having “appalling turnaround times” in processing new critical-illness business and other brokers have joined in the criticism.
Lifesearch says it is dismayed by Bupa's turnaround in applications, saying its staff have been left on hold for up to 45 minutes. Nursing Home Fees Agency says it has taken up to six weeks to place new business on risk.
Bupa says the delays stem from unexpected levels of CI business which take longer than other protection business to process. It says it is improving its online capabilities but there is currently little alternative to calling it directly.
NHFA director Peter Fisher says: “We have witnessed four or five Bupa about-turns at strategic level, where they have reviewed their relationships with IFAs, promised the earth and delivered very little.”
Lifesearch press relations manager Kevin Carr says: “We do not have high volumes of business with Bupa. Perhaps that is why they have been so slow to get back to us.”
Bupa Health Assurance head of operations Brian Bartley says: “We are sorry Life-search has not experienced our normal level of service and recognise the inconvenience service delays may cause.”