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Bupa Health Assurance Questions and answers

What is happening? Hide

Bupa has completed the sale of Bupa Health Assurance Limited (BHA), which includes Bupa Individual Protection and Bupa Group Risk, to Friends Provident Life and Pensions Ltd, a part of the Resolution group. As a part of the deal, BHA will form part of Resolution’s life business.
 

Why this decision? Hide

We decided to sell BHA because as a business, we are focused on providing our customers with quality healthcare products and services, including market leading health insurance. By selling BHA, we can concentrate on healthcare and BHA can become part of a business, which is committed to the risk and protection sector.
 

Why Resolution? Hide

We are committed to ensuring our customers’ interests are looked after very carefully indeed. We conducted a competitive tender process, which assessed bidders against a range of criteria. Resolution was chosen for a number of reasons, including their experience and ambition for the group risk and individual protection businesses.
We are confident that the decision to sell the BHA business to Resolution is best for the long-term interests of both Bupa and BHA’s customers.
 

If Resolution has bought BHA, why is it becoming part of Friends Provident? Hide

Friends Provident is part of the Resolution group.
 

When is this happening? Hide

The sale has now completed. From 31 January 2011, BHA is no longer part of the Bupa Group. 

For questions about Bupa Group Risk products, please continue to deal with your sales development manager and other Bupa Group Risk contacts in the normal way.

For questions about Bupa Individual Protection, please continue to deal with your Bupa Individual Protection contacts in the normal way.
 

If Bupa Health Assurance is no longer part of Bupa, why hasn’t it changed its name? Hide

We have agreed that Bupa Individual Protection and Bupa Group Risk can continue to trade under the Bupa brand as the businesses transitions to Friends Provident. We anticipate this will take approximately 9 months.
 

My customers have Bupa travel/dental/PMI cover – what does this mean for these products? Hide

Their cover is unaffected.

This announcement does not impact Bupa’s health insurance products or other insurance products offered by Bupa. It only relates to Bupa Individual Protection and Bupa Group Risk.

You should continue to liaise with your normal contacts. Contact details are in the back of your member’s handbook.
 

What does this mean for my customers with Bupa Individual Protection/Group Risk products? Is their cover safe? Hide

Their cover is unaffected.

The terms and conditions of all customer contracts are unchanged by the transaction, and all contractual benefits will be provided as described in the handbook or scheme. The contracts will all continue to run for the full term as described in the handbook, or to the normal review date for Group Risk schemes.

For questions about Bupa Group Risk products, please continue to deal with your sales development manager and other Bupa Group Risk contacts in the normal way.

For questions about Bupa Individual Protection, please continue to deal with your Bupa Individual Protection contacts in the normal way.

What about services such as Best doctors and the Bupa Healthline? Will our customers with Bupa Individual Protection/Group risk products still be able to access these services? Hide

These are non-contractual benefits that will continue to be provided in exactly the same way as before. These benefits are subject to 3 month notice should it ever be decided that they are to be withdrawn from the proposition.
For questions about Bupa Group Risk products, please continue to deal with your sales development manager and other Bupa Group Risk contacts in the normal way. The Customer Services number for Bupa Group Risk is: 0845 604 0147.

For questions about Bupa Individual Protection, please continue to deal with your Bupa Individual Protection contacts in the normal way. The Customer Services number for Bupa Individual Protection is: 0845 6003122.

Who should I speak with about questions relating to BHA products and services? Hide

For questions about Bupa Group Risk products, please continue to deal with your sales development manager and other Bupa Group Risk contacts in the normal way.

For questions about Bupa Individual Protection, please continue to deal with your Bupa Individual Protection contacts in the normal way.

Will Bupa still sell its other insurance products? Hide

This announcement only impacts Bupa’s individual protection and group risk products. Bupa is committed to developing its healthcare businesses, including its core health insurance products and services, in the UK and internationally.

In October, you said that you were discussing a distribution agreement with Friends Provident. Is there an update? Hide

Our first priority has been to work with Friends Provident to achieve the successful completion of this sale. Now this has been achieved, we can begin to work together to explore potential distribution arrangements for our respective products. We will provide any update in due course.

I don’t agree with your decision to sell BHA. Who can I complain to? Hide

I’d like to assure you that the decision to sell BHA was considered very carefully and we believe it is in the best long-term interests for both Bupa and BHA’s customers – by selling BHA, we can concentrate on healthcare, including our market leading health insurance products, and BHA can become part of a business, which is committed to the risk and protection sector.

However, if you would like to put your complaint in writing, please send it to:

For Direct Clients: Damian Lenihan
Head of Client Management
Bupa Health and Wellbeing UK,
4th floor, Victoria Building,
Quays Loop Road,
Salford Quays,
Manchester,
M50 3XL

For Intermediaries: Linda Wallace
Head of Intermediary Management,
Bupa Health and Wellbeing UK,
4th floor, Victoria Building,
Quays Loop Road,
Salford Quays,
Manchester,
M50 3XL

As a long-standing distributor of Bupa products, why didn’t you tell me sooner? Hide

Communicating with you is an absolute priority for us – we spoke with you as soon as we were allowed to from a regulatory perspective. Prior to signing the deal, we could not discuss the deal due to its confidential and market-sensitive nature.

What has happened to the BHA management team? Hide

The BHA Leadership Team has transferred as a part of the deal and will continue to run BHA.

Are there any redundancies planned? Hide

All employees working in the BHA business will be transferring to Friends Provident.

Now BHA is part of Friends Provident will they honour customer contracts as per Bupa terms for the next contract year for those that have already confirmed their renewal premiums? Hide

Yes, the terms will be held until the next rate review date.

My customers currently get a multi-product discount/ free EAP because they have Group Risk products, will this stop from the next renewal? Hide

The multi-product discount will continue until the next rate review.
The EAP will continue as it is a part of Group Risk product choice until the next review date.

Who is communicating this to our customers? Do we need to contact them? Hide

Bupa Group Risk/Individual Protection contacted intermediaries to explain the deal when it was announced in October and provided them with template letters for customers.

For questions about Bupa Group Risk products, please continue to deal with your sales development manager and other Bupa Group Risk contacts in the normal way.

For questions about Bupa Individual Protection, please continue to deal with your Bupa Individual Protection contacts in the normal way.

Contact us

  • Telephone

    To speak to a member of the intermediary team:

    Call 0800 33 2000*

    Lines are open 8am to 6pm, Monday to Friday.