Bupa has promised to improve its service track record after it was
criticised at the Association of Medical Insurance Intermediaries' AGM last
An Amii survey revealed broker dissatisfaction with Bupa's intermediary
custo mer service.
Amii asked its 200 mem bers nine questions to establish the best and worst
private medical insurance providers.
Questions focused on specific admin issues as well as general perceptions
of service levels and the extent to which providers were felt to be
In eight of the nine categories, Bupa was in the bot tom three while
smaller providers, including Ohra, Permanent and Clinicare, featured
heavily in the best three in all categories.
But Amii chairman Bill Poynton and dozens of delegates acknowledged Bupa
was improving on its past service performance.
Bupa sales director Steve Flanagan told the meeting: “We know we have some
issues. We are aiming not just to be the biggest provider but the market
leader but it is not easy to change a big company overnight.”
Ohra head of marketing Hazel Berrill says: “The issue is not that Bupa
were at the bottom but that they are clearly addressing their past
problems. This has to be good for the industry as Bupa has become the
generic term for PMI.”