Members share their compliments about Bupa medical cover and services

• Miss Horan - 2 years of Bupa individual membership
  "I have been a member of Bupa Care HealthNet for 2 years and have been very pleased with the efficiency of the claims for non-healthnet providers/ specialists/ lab tests and the convenience of the network doctors. More importantly, I think what makes Bupa one step above the other insurance companies is the quality of their consultants & staff. My consultant Mr. Raymond Lee has shown extraordinary dedication and top quality service as he has always been contactable in case of an emergency or in the case where confusion may arise. In my opinion, having such a friendly and convenient way of solving insurance questions/ problems and the comfort it promises is a huge deciding factor in whether to choose one insurance company or the other especially when the packages offered are not significantly different"
• Mr Chan - 19 years of Bupa individual membership
  "I have been the customer of Bupa for a long period of time. I appreciate your company service and assistance very much, especially about my surgery that you could handle my medical claim in a short period of time (within a week). Your staffs always provide me with patient, fast services and accurate reply. Also, they care about me, especially the staff from Claims and Customer Care departments. They kept calling me and comforting me during my sickness. The receptionist is also very nice and provide very good services. Thank you so much." (Translation from Chinese)
• Ms Lee - 7 years of Bupa individual membership
  "I would like to say thank you again to Amy Lam for the services she provided. With Amy Lam's rich product knowledge and experience, I am confident that she can give me a precise answer to my enquiry every time. Amy will also go an extra mile to handle my enquiries even though it is not her responsibility. She is very dedicated as she would still return my call after her working hour and it demonstrates a great team work. I think she deserves a big recognition from her superiors and from Bupa. As a matter of fact, she is the major reason why I have decided to stay with Bupa. I would definitely recommend Bupa to my friends and relatives."
• Ms. Jim - 7 years of Bupa individual membership
  "Raymond Lee was very patient in answering all my questions. He also reminded me about claims related matters and helped me to follow up on them. His professionalism and committed attitude makes me feel that I am treated as a valuable customer, which I really appreciate." (Translation from Chinese)

• Mr Chow and Ms Wong - 1 year of Bupa individual membership
  "I would like to praise Tracy Ng for efficient service, sincere and polite attitude. What she most impressed me was that she had helped me follow up my policy proactively during the last 2 months. Thanks again to Tracy and we have resumed our confidence to your company." (Translation from Chinese)

• Ms Ng - 2 years of Bupa individual membership
  "Dear Katherine, thanks for your kind assistance over the years. Your keen and helpful attitude is highly appreciated."
• Mr Tsui - 1 year of Bupa group membership
  "To all the staffs of claims department especially Francis, Patrick, John and those who have answered my phone calls previously. Firstly, I would like to say your TV commercial was great and attracted me to buy your medical insurance scheme. That’s why I called your company for enquiry and your staff, Daisy Lee has done a great job. So finally, I enrol the Bupa medical insurance scheme.
  I got a sudden pain in my abdomen on 14 May and was referred by my doctor to the hospital on next day morning. It was Saturday and so I could not get the pre-admission approval. I called your team on Monday (17 May) and your staff helped me to handle the Guarantee of Payment letter immediately which must be ready before my discharge from the hospital by 18 May. When I left hospital on 18 May morning, your staff John said Bupa had sent out the letter to the hospital directly yesterday afternoon.Although my claim is still in progress, I would like to give special thanks to the staffs who worked efficiently. I will refer my friends to Bupa and also, I have told other patients in the hospital about the benefits of purchasing Bupa. I heard that most of their medical insurance schemes requiring the insured to pay the hospital bills by themselves first and the coverage was less comprehensive. So they are quite interested in Bupa insurance scheme. Thank you so much for your help. Keep it up! "(Extract, Translation in Chinese)
   

• Mr Kong - 3 years of Bupa individual membership
  "While I was handling the admission process at the hospital I called your case management desk to ask for instruction and claim procedure, Mr. Michael Chan was on the line and he calmly explained to me that I did not need to worry about pre-admission. That actually helped as a relieved as I knew that I was talking to someone who is a professional. Thank you Mr. Chan for calming me down as I was worried about my health, the efficiency in handling those minor things at the hospital and caring attitude express over the phone."(Extract)
• Ms Chan - 4 years of Bupa group membership
  "Hi Michael, Thank you for your passion on the medical renewal process. Your professional service and advice impressed us in the whole process. With your dedication, all members are received their 2010 Bupa medical package on timely manner and it is highly appreciated."

• Ms Yeung - 1 year of Bupa individual membership
  "Thank you Raymond Lee so much for answering my questions patiently all the time. Since I am not in Hong Kong often, Raymond can still answer my queries promptly. I am very satisfied with that high efficiency of Bupa. My family and I will continuously support Bupa and must refer Bupa medical scheme to my friends!"(Translation from Chinese)
• Mrs Chan - 1 year of Bupa individual membership
  "I write to send my sincere thanks and gratitude to Mr Raymond Lee, Consultant of telemarketing Health management team. Mr Lee has recently helped my family with professional service and advice, which relieved our worries regarding our Bupa policy. Thank you so much."

• Mr Sherwood - 10 years of Bupa individual membership
  "I have been with Bupa for a number of years and your service has always been excellent. It was Zoe who handled my recent switch to BUPA CarePro. In all my years in Hong Kong, dealing with local people, my experience with Zoe and your other staff was memorable. She was knowledgeable, infinitely helpful and a pleasure to talk to."(Extract)(Translation from Chinese)

• Mr Shek – 1 year of Bupa group membership
  "Thanks very much, Bupa Customer Care has been very helpful. The hotline services I used before were excellent and the staff are very professional."
• Ms Chong – Newly joined Bupa group membership
  "Dear Vicky, further to our phone conversation, I would like to say thanks for your kindest assistance and the excellent service provided.  I am sure your company will treasure such an employee with positive and excellent attitude to clients."
• Ms Cheng – 2 years of Bupa group membership
  "I would like to have a compliment letter to Michael Chan who helped me a lot during this half year. He is reliable and hard working staff. I appreciated his outstanding performance, for example, he phoned me with a good and professional manner at all time. As I will leave my company soon so that I would like to take this time to say "Thank you" and appreciate his caring help. He is a definite asset for your company. I wish him all the best in the future."

• Ms Ip – 20 years of Bupa membership
  "Dear Amy, the service your team provided is very good and efficient. I would also like to thank for your clear instruction and advice over the phone to solve my problem." (Translation from Chinese)
• Ms Chan – 1 year of Bupa group membership
  "I was sick and consulted a doctor earlier. Unluckily, the doctor stated my case history wrongly by mistake. Therefore, my claim application was returned due to the incorrect information. After I re-submitted the claim application again, I did not receive any feedback for a long time. Fortunately, Wisdom Lau helped me follow my claims seriously and wholeheartedly that I should learn from her. I appreciate for her great assistance." (Translation from Chinese)
• Ms Fung – 6 years of Bupa membership
  "I am very satisfied with Bupa's service. During this claim process, I must give my special thanks to Gary Yeung who delivered a professional, responsive, efficient and polite service to me. He has answered all my questions in claims. Thanks for your help, Gary." (Translation from Chinese)

• Ms Kam - Newly joined Bupa individual member
  "Both my daughter’s insurance scheme and mine are handled by Katherine Ng. She is very helpful and responsive. Her service is good."(Translation from Chinese)
• Mr Yap – 11 years of Bupa membership
  "I highly appreciate that your company's effort in sending me the information in time. Your company and all staff are very responsive to their work. I am so moved by your enthusiasm and kindness. I hope all of you could keep it up and get a better result."(Translation from Chinese)
• Ms Kong - Newly joined Bupa individual member
  "Dear Fiona, thank you very much. I really appreciate the high standard service you have provided for me."

• Ms Leung - Newly joined Bupa individual member
  "Hello Katherine, thank you for being my consultant. I am happy with your service, the health insurance plan and the company."

• Ms Leung - 5 years of Bupa individual membership
  "Dear Gary, thank you for your professionalism, good attitude and the detailed explanation in assisting me to solve the policy issues patiently."
• Ms So - 9 years of Bupa individual membership
  "Dear Mr Wang, thank you very much for your rectification of the hospital claims. Please also express my appreciation to Ms Wisdom Lau of Customer Care Unit for her assistance in this matter."
• Ms Shum - 4 years of Bupa individual membership
  "Dear Daisy, appreciate for making things easier for me as usual plus your great assistance. "

• Mr Ma - Newly joined Bupa individual member
  "I would like to say thank you very much to your staff, Mr Raymond Lee. Not only he had provided best service for me, but also he was patient to explain detail for me as I asked so many questions. His professionalism and polite working attitude make me feel so comfortable."
• Mr Yip - 1 year of Bupa group membership
  "I want to express my appreciation to your Joyce for her efficiency, patience and polite personality as well as to your customer services team. Thank you very much for your help."

• Ms Chan - 10 years of Bupa individual membership
  "Dear Joyce, thank you very much for your assistance. You have been helpful and very professional indeed. Sincere thanks."
• Louisa Caraffi - Newly joined Bupa group member
  "Prudence, you are such a great account manager to work with! Thank you for your diligence. You have been an excellent Bupa consultant."

• Ms Li - 1 year of Bupa group membership 
  "I am writing to comment on the good service provided to me by your staff, Abby. There are several occasions that I have called up and Abby has been most patient, helpful and pleasant. She is willing to spend time to discuss and provide good solid information. I would like to acknowledge good work she has done for me, my mother and my dad, all of whom are members of Bupa."
• John Lewis Lloyd - 17 years of Bupa individual membership
  "Dear Katherine, I am most grateful to you for being so patient and explaining the options open to me so clearly. At 77, it is indeed reassuring to be treated in such a kind and friendly manner. I have lived in Hong Kong for 40 years, 17 of which I have been retired, with my health cared for by Bupa. I am also grateful that Bupa has provided a net which has kept me in good health."
• Ms Lai - 3 years of Bupa group membership
  "I really very appreciated your staff´s prompt reply and so responsive in handling my enquiry today, the CS staff (Jon Cheung) who could really catch up what I am saying in just a short conversation. May I convey my appreciation and make a credit to his professionalism."

• Mr Wong - Newly joined Bupa individual member
  "I think Katherine is one of the best insurance consultants. Her service and analysis are very important for me, she let me feel very confident. I want to say ´thank you´ to her."
• Mr Wong - 2 years of Bupa group membership
  "I want to say ´Thank you!´ to your staff - Abby to handle my case quickly. Many thanks!"
• Ms Ho - Newly joined Bupa individual member
  "Dear Raymond, I would like to drop a line of appreciation for your prompt and professional service addressing my need these two days. It´s surely the kind of service that I would love to share with my friends."

• Mr Lung - 1 year of Bupa individual membership
  "Raymond Lee is a very helpful and considerate staff of Bupa. He has been discharging his duties in a responsible and efficient manner. Because of Raymond´s professional services, I have confidence in Bupa´s medical insurance."
• Ms Leung - 7 years of Bupa individual membership
  "I am much appreciated by the prompt, accurate, friendly , considerate & helpful services provided by Consultant Raymond Lee. His Services is "Service Straight from the Heart". Thank you, Raymond! "

• Ms Lai - 2 years of Bupa group membership
  "I have made an enquiry regarding hospital reimbursement on 25 December. Your staff, Tony Li, had follow up my case and monitor the progress. Actually, I was quite angry initially earning to the long processing time but finally turn into appreciation because of his patient and willingness to help. I would like to express my recognition for him and your hotline team such as John."

• Mr Chan - 17 years of Bupa individual member
  "I have been a Bupa member for many years. I would like to thank the company for providing protection over the last 10 years. On all the occasions that I contacted Bupa, Amy and Ms Yam have impressed me most with their excellence. Amy is always patient and explain everything in detail. She is indeed an icon of Bupa´s quality service. Special appreciation goes to the assistance and guidance she offered on completing forms. I can see that your service department is committed to sincere good service at all times. Ms Yam the receptionist is warm, attentive and hard working. I have high regard for her good work." (Translation form Chinese)

• Bupa Health Insurance member
  "I would like to share my delightful experience of Bupa enquiry hotline service today. Your staff AMY LAM was so sincere and professional. During our conversation, she highly demonstrated her kindness and patience. If more Customer Service Consultant like her, then it will definately reinforce the hotline service experience of customers."

• Bupa Health Insurance member
  "John Cheung has given excellent service and his phone manner is among the best I have ever encountered. Should you keep more employees of this kind, it will certainly help to raise customer loyalty and company reputation."
• Bupa Health Insurance member
  "I was impressed by the high level of customer service that Connie Wong had delivered in the course of investigation and follow - up of my medical claims status. I would like to take this opportunity to commend on your excellent customer service! "

• Bupa Health Insurance member
  "I would like to compliment Ms Yeung of the customer service team who had shown her kindness and extended her help in getting me the replacement coupon for the free health assessment. Her help to extend the appointment time at the clinic was very much appreciated. Her warm and responsible nature is a great benefit to Bupa. I would like to say ´Thank you´ to Ms Yeung and her help is very much appreciated."

• Bupa Health Insurance member
  "I am deeply impressed by the prompt and excellent services provided by Candy. She has explained my complaint´s situation very clearly and precisely. I am so happy to have your company not only serves me, but also my members in the company."
• Bupa Health Insurance member
  Appreciate Raymond´s follow up and high quality services. I have received the original copy of the medical proof and submitted to the second insurance company as requested within 30 days. (Translation from Chinese)
• Bupa Health Insurance member
  "Gloria Wong possess good service attitude, and appreciate her patience, love and care to customers" (Translation from Chinese)

• Bupa Health Insurance member
  "Appreciate Mr Tsang of Claims Department on his professionalism and detailed explanation." (Translation from Chinese)
• Bupa Health Insurance member
  "I´d like to thank you for your help and interest and for the support I have had from Bupa. Candy has been wonderful; hiring and retaining such quality staff must give you great satisfaction."
• Bupa Health Insurance member
  "I would like to special thank for Lowen Wong about her professional service and her genuine attitude, that provides a deep sincere image of Bupa Crystal Health Insurance Scheme. "

• Bupa Health Insurance member
  "Oscar, thank you so much for spending time on our affairs. It´s great for Bupa to have someone like you to work for them."

• Bupa Health Insurance member
  "I would like to say thank you to Oscar Tsang, a customer relation officer, for his professional and courteous attitude. Oscar has been very helpful. I really appreciate his sense of caring. Once again, many thanks for your help."

• Bupa Health Insurance member
  "Akie Cheng is one of the best telesales professional I have ever had in Bupa. She is not a hard sales person; her professional attitudes and patience give me a very clear picture for the insurance product as well as follow up my annual renewal very on time for many years."
• Bupa Health Insurance member
  "Dear Oscar, thank you for your proposal of helping with my claims, I do appreciate that a lot."
• Bupa Health Insurance member
  "Angela, thank you very much for the work you have done"

• Bupa Health Insurance member
  "I appreciate Sammy Chow for her professional and courteous attitude, which makes me feel the sincerity of Bupa." (Translation from Chinese)

• Bupa Health Insurance member
  "Thank you enormously for assigning Candy Au Yeung as the Customer Care Manager to oversee our case. Ms Au Yeung brings to her job an attitude of genuine interest in her clients. She outlined clearly what we need to do and how we can work together to manage the coming difficult months. An unexpected benefit to contacting cancer is the very many nice people one meets. Once again, many thanks for your help."
• Bupa Health Insurance member
  "Today I have received the cheque reimbursing me for the claim, and I wanted to thank Susana and Chris for your kind understanding and effort to help me deal with the matter."

• Bupa Health Insurance member
  "Sammy, we appreciate your speedy response on the above matter as well as your helpful and professional advice on plans."

• Bupa Health Insurance member
  "I would like to specifically refer you to the service I received from Mr Tony Yu, Customer Care Advisor. At all times he was courteous, kind & very helpful both in person & on the phone, my grateful thanks."
• Bupa Health Insurance member
  "Heartfelt thanks to your staff, Mr. Raymond Lee as he has rendered his excellent service to the undersigned."
• Bupa Health Insurance member
  "Daisy has been a very helpful and forthcoming officer. A very impressive customer service throughout who deserves a compliment."

• Bupa Health Insurance member
  "I am very satisfied with the overall services provided by Bupa. " (Translation from Chinese)
• Bupa Health Insurance member
  "I would like to express my deepest gratitude to you. When I was sick for 4 years, the support from you and your staff help me to overpass pain of sickness and difficulty. Or I can say, without Bupa, I cannot survive today. Now, looking back at my most difficult days is really frightening, I was almost paralysed in bed and could not move; most fearful thing is pain, and such pain is not apprehensible without personal experience. Pain from every joint spread outward, and such pain cannot be soothed and comforted by hand. It was the support and encouragement from you that gave me chance to have the disease cured. Now, I have recovered basically, I can get out of bed and can walk normally. Professors of Tianjin University of Medicine, together with the support from Bupa Health Insurance, created this miracle. My gratitude is beyond words, so I can only use a few words to say it out: I sincerely thank you - Bupa Insurance, thank all Bupa staff."

• Bupa Health Insurance member
  "Thank you so much for the services provided by your telesales, Sammy Chow. She is very professional and polite, and she is able to explain every details to me clearly. In addition, she follows up and responds to my enquiries efficiently. " (Translation from Chinese)

• Bupa Health Insurance member
  "Excellent service quality and I will recommend Bupa to my friends and colleagues. Also, your telesales, Sammy Chow, has a very good service attitude and quality. It is very much appreciated."(Translation from Chinese)
• Bupa Health Insurance member
  "The speed of claims settlement is unexpectedly fast and I will surely rely on Bupa in the future. "

• Bupa Health Insurance member
  "I really appreciate the accuracy and speed of claims settlement. I sent out the claim request on 19 October 2004 and I have received the payment on 27 October 2004. It´s unbelievable. That´s the reason why I´ve joined Bupa for over 10 years and I´ve recommended Bupa to my friends and colleagues."
• Bupa Health Insurance member
  "The Hospital and Surgical Benefits are very comprehensive, which perfectly suit our need. Also, I am very pleased with Bupa´s efficiency in settling claims." (Translation from Chinese)

• Bupa Health Insurance member
  "Bupa is efficient and professional. I can always be assured of excellent response and action whenever I need medical assistance."
• Bupa Health Insurance member
  "My effort is minimal when making claim requests."

• Bupa Health Insurance member
  "My enquiries are addressed efficiently and the customer service representative proactively provided me with professional advice. The most important thing is Bupa never "cheats" at me."
• Bupa Health Insurance member
  "Bupa settles claims quickly and they are the most efficient one among the industry." (Translation from Chinese)

• Bupa Health Insurance member
  "The customer representative was very efficient. All Bupa staffs are able to clearly explain to me the schedule of benefits and situation as soon as possible. They are all very responsible."
• Bupa Health Insurance member
  "Have paid two visits to Bupa office, the staffs are always friendly and helpful. My claims were promptly settled."

• Bupa Health Insurance member
  "Bupa took up the tab directly and in full with no cash. I was really pleased and this strenghen my confidence in Bupa."
• Bupa Health Insurance member
  "I have not had to pay any money up front. The Bupa medical card took care of everything - no issues."

• Bupa Health Insurance member
  "Your telesales, Miss Gloria Wong, has a very good attitude. Her professional service and knowledge strongly increase my confidence towards Bupa. I will recommend my friends and relatives to join Bupa." (Translation from Chinese)
• Bupa Health Insurance member
  "Efficient and excellent customer services...my lost medical card was replaced once reported."
• Bupa Health Insurance member
  "The attitude of customer service representatives is very kind and polite. They responded to questions efficiently and effectively. All these reflected their professionalism in medical insurance." (Translation from Chinese)

• Bupa Health Insurance member
  "Your customer service representatives are very sincere and patient. They addressed my enquiries professionally, which gave me total peace of mind. I would definitely recommend Bupa to my friends and relatives." (Translation from Chinese)
• Bupa Health Insurance member
  "I have called Bupa customer services frequently regarding my recent operation. Your representatives have clearly explained to me every details on coverage and limit, which made me fully understand my entitlement." (Translation from Chinese)

• Bupa Health Insurance member
  "Claim request is handled efficiently and every items on Claim Statement is listed clearly and in details." (Translation from Chinese)
• Bupa Health Insurance member
  "I am very satisfied with your services and will recommend Bupa to my friends."

• Bupa Health Insurance member
  "I am very pleased to the service of your telesales, Miss Chow. She closely followed up my policy renewal, claim enquiry and even made recommendation on the choice of plan which bestly suited my needs."

• Bupa Health Insurance member
  "I am writing to express my appreciation to your Customer Care employee, Miss Sarah Chan. She is very polite to customer and has a very good attitude. Not only did she provide insurance service of good quality to meet my needs, she helped solve my claim problems. In addition, she has rich experience and professional knowledge and she answered my questions accurately and efficiently."(translation from Chinese)
• Bupa Health Insurance member
  "All my claim payment were settled unexpectedly fast and that made myself worry - free."(translation from Chinese)
• Bupa Health Insurance member
  "We were insured by other insurers before, but their services and quality were not professional enough. After insuring with Bupa, I am very pleased and satisfied with their services and quality in all area."

• Bupa Health Insurance member
  "Upon receipt of my hospitalisation details, not only did Bupa reimburse the expenses efficiently, it also listed out the settlement in details for my easy reference. I am very impressed." (translation from Chinese)
• Bupa Health Insurance member
  "Staffs of Bupa are very initiative and responsible. Also, they are very nice and kind to customers."

• Bupa Health Insurance member
  "During my hospitalisation, Bupa ensured that I had received quality and necessary treatment at hospital and took the initiative to negotiate a reasonable cost with the hospital."(translation from Chinese)
• Bupa Health Insurance member
  "Representatives of Bupa Customer Service were very helpful and responsive to my questions and they gave advise to me proactively. In addition, Bupa settled the medical bills quickly and promptly."
• Bupa Health Insurance member
  "When I knew that I needed to be hospitalised, I was scared and worried. Fortunately, I was covered by Bupa and I did not have to worry about medical expenses and hospital admission arrangement. Just a call to Bupa, the nurse was able to arrange things for me at the hospital."

• Ms Kelly Lee, Bupa Health Insurance member
  "Your telesales executives have provided me with excellent service since I joined Bupa. They not only possess good product knowledge and provide excellent service, but also understand customers´ needs and always try to help their customers as good as they can."

• Bupa Health Insurance member
  "I feel that your quality of work is very good, and I will promote the services provided by Bupa to my colleagues and friends. Thank you." (translation from Chinese)

• Bupa Health Insurance member
  "Bupa is the best insurance company in Hong Kong."
• Bupa Health Insurance member
  "I was very impressed by the speed and efficiency in handling my claims."

• Bupa Health Insurance member
  "I would like to take this opportunity to say thank you to Ms. Liu from claims department. During my emergent enquiry at night on the 7th March 2003, she was exceptionally cooperative and replied me within half an hour, so that the eye surgery had been performed on me in the next morning smoothly." (Translation from Chinese)

• Bupa Health Insurance member
  "Bupa is trying its best for improvement, so that I and the members can enjoy excellent quality of services." (translation from Chinese)

• Bupa Health Insurance member
  "Bupa, thank you so much for taking care of my whole family in the past years." (translation from Chinese)