Get Bupa now

Mon-Fri 9am-9pm (except public holidays)
2517 5860

Customer Services

24 hours, 7 days a week
See more contacts
  1. You are here：
  2. Home
  3. Customer Services
  4. Making a Complaint

Making a Complaint

At Bupa, we value customer feedback as it helps us improve our products, services and the experience we provide.

If you feel that our insurance products, services or customer experience have not met your expectations, we encourage you to contact us through the channels set out on this page. We are committed to consider your feedback and handle every case fairly, impartially, professionally and with care.

We review and analyse complaints to understand the root causes and identify opportunities to improve our products, services, and processes. Where appropriate, we will take remedial actions and use insights gained to enhance our service standards and overall customer experience.

 

Our Commitment

When handling complaints, Bupa will:

  • Handle complaints in a fair, impartial, and timely manner.
  • Ensure customers are treated fairly, reasonably and consistently throughout the complaint handling process.
  • Arrange for cases to be reviewed by independent and objective personnel where appropriate.
  • Communicate with customers in a respectful, professional, and empathetic manner.
  • Provide progress updates during the complaint handling process where appropriate.
  • Protect customers' personal data in a confidential manner and ensure that any personal data collected or handled during the course of a complaint is in strict accordance with the Personal Data (Privacy) Ordinance (Cap. 486).
  • Learn from feedback and continuously improve our products, services, and processes.
  • Ensure that customers will not be disadvantaged, nor will their policy benefits, claims applications, or access to services be affected as a result of making a complaint.

    •  

    Complaint Handling Process

    Step 1: Acknowledgement of Complaint

    In writing, we will generally acknowledge receipt within 5 working days.

    By telephone, our representative will acknowledge receipt during the call.

    Step 2: Review and Investigation

    We will review the information relevant to the complaint and may contact you to obtain additional information or clarify the circumstances of the case where necessary. We also encourage customers to provide any supporting information or evidence that may assist us in conducting a timely and thorough review.

    Cases are assessed and handled according to their nature, complexity, and potential impact to ensure appropriate attention and follow-up. In general, complaints are reviewed by personnel who are independent of the matter concerned to ensure a fair and objective assessment.

    Step 3: Progress Updates and Final Response

    We aim to complete our review and provide a final response with the outcome of our review and the reasons for our decision within 30 working days of receiving the complaint.

    If additional time is required due to the complexity of the case or other factors beyond our reasonable control, we will keep you informed of the progress and the expected completion time.

     

    Contact us

    By post

    Bupa (Asia) Limited, 6/F, Tower 2, The Quayside, 77 Hoi Bun Road, Kwun Tong, Kowloon, Hong Kong

    By email

    customercare@bupa.com.hk

    By phone

    If you're a member of an individual or group scheme, please call your dedicated Bupa helpline. This can be found in your Membership Guide or on the back of your medical card, if any.

    In your letter or email, please be sure to include your name, contact information and membership number so that we can process your complaint. If your complaint is about claims, please also provide the claim voucher number.

     

    Other Complaint Channels

    If you remain dissatisfied with the outcome after receiving our final response, you may consider seeking further assistance from the relevant regulatory authorities, dispute resolution bodies, or other appropriate channels as listed below. Bupa will fully cooperate with these organizations in the handling and resolution of the complaint.

    The Insurance Authority is a statutory body that regulates the conduct of insurance companies and intermediaries. Please refer to the Insurance Authority’s website for details of the complaint handling procedure.

    Insurance Authority
    19th Floor, 41 Heung Yip Road, Wong Chuk Hang, Hong Kong
    Fax: 3753 3812
    Website: http://www.ia.org.hk
    Email: complaints@ia.org.hk

    The Insurance Complaints Bureau (ICB) has been set up to help customers resolve insurance-related disputes. This includes adjudication for claim-related complaints and mediation for other monetary disputes with insurers (not related to claims). In both cases, the value of the complaints should not exceed HK$1,500,000. Please refer to the ICB’s website for details.

    Insurance Complaints Bureau
    29/F, Sunshine Plaza, 353 Lockhart Road, Wanchai, Hong Kong
    Hotline: 2520 2728
    Fax: 2520 1967
    Website: http://www.icb.org.hk
    Email: icb.enquiry@icb.org.hk

    You may contact the VHIS Office of the Health Bureau about VHIS-related matters, including:

    • VHIS product availability
    • Features of VHIS Certified Plans
    • Compliance with the Code of Practice 

    Voluntary Health Insurance Scheme Office
    Units 2902 & 2907, Millennium City 6, 392 Kwun Tong Road, Kowloon, Hong Kong
    Fax: 2529 8982
    Website: http://www.vhis.gov.hk
    Email: vhis_enquiry@healthbureau.gov.hk

    Please contact the Inland Revenue Department with questions or concerns about tax deduction.

    Inland Revenue Department
    Revenue Tower, 5 Gloucester Road, Wan Chai, Hong Kong
    Website: http://www.ird.gov.hk
    Email: taxinfo@ird.gov.hk