I have yet to go through the full process of receiving healthcare from BUPA and this rating is only based on my experience yesterday when I phoned to claim on my insurance to be told that there was a 30 minute wait time. This isn't acceptable. In the end I got through in 28 minutes. The excuse made was that they're experiencing "a high volume of calls". I very much doubt that this is the case. It sounds more like a lack of proper capacity planning and the recruitment of sufficient advisors. I notice that other comments on Trustpilot relate to the same issue so clearly there's a systemic problem that needs addressing with some urgency as it creates unnecessary stress for people that are already ill and a bad brand image for what should be a quality blue chip company. I was previously with CIGNA for 10 years and never had this problem. Once through to a person, the adviser at BUPA was helpful and professional. It's good to see that BUPA are taking notice of many of these comments and replying, accordingly which is why I've upgraded to 2 stars.