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Bupa vow to shake up broker service

Bupa has promised to improve its service track record after it was


criticised at the Association of Medical Insurance Intermediaries&#39 AGM last


week.


An Amii survey revealed broker dissatisfaction with Bupa&#39s 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


intermediary-friendly.


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.”

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