Bupa Northland

Worst. Experience. Ever.

In early 2019, I had a consultation with a plastic surgeon regarding the removal of loose skin. The surgeon advised that I should lose more weight before undergoing the surgery, he further advised that I should get private health.

Following the surgeons suggestion, I went to a Bupa office and had a consultation with broker Tanya Vlahos. I told Tanya that I intended to do a tummy tuck in a year once I lost more weight.

Tanya asked who I was doing the surgery with and found that my surgeon was a “partner” or other of Bupa. Apparently the gap fee wouldn’t apply because they were partnered with my surgeon.

Tanya recommend a cover which cost $250 a month. This was very pricy for me, but since it was meant to cover me for a large surgery, I understood the pricing.

18 months later, I lost all the weight and was ready for surgery. I booked the surgery and called Bupa to inform them.

Bupa told me I wasn’t covered.

I was absolutely shocked as I took out the cover for this specific surgery! I immediately called Tanya and questioned how the surgery couldn’t be covered when it was the sole reason I got private health.

Tanya said she didn’t remember the conversation and didn’t understand why she wouldn’t give me the appropriate cover.

Her incompetence and negligence cost me $5,000.

I have Tanya’s broker card which notes “item number: surgery” demonstrating that I discussed the surgery with her during the initial consultation. She gave me the wrong cover and I suffered a great financial loss because of it; I was also experiencing a huge amount of mental distress since I had to find $20,000 to cover the surgery out of pocket given Bupa were not going to cover me for the surgery.

I asked Bupa to refund the $5,000 I spent in premiums, especially since I did not use the private health for anything else. They refused.

They were unhelpful ad uncaring throughout the entire process.

Go with another healthcare provider. Bupa doesn’t care about you.

I really want to give my first review to your staff member (Ash) for his excellent Customer service and assistance at your store today. Actually when I arrived the store almost closed, but he still so patient to help me all the questions, Ash is an absolute asset to your company and centre! Thank you Ash!

Being served without waiting. Very friendly and efficient team especially the store leader Hari. Highly recommend!

Very thorough and helpful with researching our situation and giving advice. Followed up with email also

I have to go on record and sincerely thank your staff member Ashray (Ash) for his excellent Customer service and assistance at your store today. Such a pleasure to be welcomed by such a gentleman, inspite of being so busy, he took the time to look after every customer personally. He took the time to call up and give me a follow-up as well! Service very rarely seen these days. Ash is an absolute asset to your company and centre! Thank you Ash!

The customer service person was excellent - he had patience and understood immediately what I wanted and also went out of his way to help me. He told me the refund would be in my account that afternoon or next day and it was. I have been to Northland Bupa store on a couple of occasions and will go there more often because the service is excellent.

I received excellent service, my questions were thoroughly answered in an empathetic and kind manner.

I can always feel confident that when I go into Bupa at Northland that Helen gives me great advice and is extremely knowledgeable. She has amazing customer service and she takes the time to explain everything so that I feel confident when I leave the store and that I understand all the answers to my questions as health care can be difficult at times to understand regarding some services. Helen has always maintained a high level of professional support and is very understanding when helping me find the exact cover to also match my budget. As she makes me feel the most comfortable I will only seek her help when attending the store. Thanks again for your help yesterday Helen.
From Lucy

Tanya Vlahos was very professional and helpful. She explained the levels of cover thoroughly and clearly. She spent the time to make sure that as a first time individual looking for cover, I knew exactly what was available for me.
At the time of need, Tanya made sure that I was aware of what Bupa was offering and that I took out the appropriate cover to suit me.
On the day, before I committed to Bupa, I also visited Medibank Private in the centre. After being thrown brochure after brochure with no explanation or the chance to ask any questions, I didn't even consider what was quoted. I knew already that Bupa was for me.
Thanks so much Tanya!

Amber is really helpful. She answered my questions quite professionally. I am an International student and I could not get the support anywhere else compare with what she gave me in the shop last month. She really helped.

Very bad customer service.staff member Helen doesn't listen to customer's need and not very helpful