An investigation into competition in the healthcare market hears complaints from customers
The Competition Commission inquiry into the private health insurance market has heard a number of complaints against Bupa, the Independent on Sunday reports.
While Bupa has supported the investigation that it hopes will reduce rising costs, it has still come under attack from unhappy customers. Complaints have been about rising premiums, poor care and refusal to pay claims in full.
One complainant said the insurer refused to pay the full amount for hip replacement surgery carried out by an approved practitioner.
The complaint claimed: “On investigation I find that Bupa, although increasing my subscription year-on-year, has found it necessary to reduce the fee paid to consultants which was set in 1993. This therefore requires me to make up the difference adding at least 5% to my subscription.”
Another customer complained about a 20% annual increase in their premium and said Bupa must be “taking the Mickey”.
Bupa health funding managing director Damian Marmion said: “There is a low level of complaints about health insurance, compared to other types of insurance. In the second half of 2012, less than 0.2% of Bupa’s 2.3 million customers complained to the Financial Ombudsman Service.
“We are working hard to tackle hospital and consultant costs, and we are calling on the Competition Commission to drive changes in the provision of private healthcare to deliver better value for our health insurance customers.”
The inquiry is looking into whether the market dominance of major private healthcare providers is distorting the market and is due to announce its findings in June.
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