Accessibility and additional support
Making our communications accessible to all
Every one of our customers is unique. And we understand that each person accesses our communications in a different way. That’s why we’re here to help you navigate our online services and information in the ways that work best for you.
How we can help
Sometimes we need some extra assistance. You may be living with a disability, going through a bereavement or have a temporary injury. And that’s ok. Explore how you can access our services and interact with us in ways that suits you.
We can also leave a confidential note on your account. So whenever you contact us, or we contact you, we’ll remember your preferences.
Giving others permission to discuss your policy
As your health changes, there may be times when you can’t manage your account yourself. You can nominate someone you trust to help manage and talk to us about your policy if it’s ever needed.
How we can help
Get in touch with us via phone, email or live chat for more information about giving someone permission to talk to us about your policy.
When someone close to you dies
It can be a difficult time when someone close to you dies. You may need to close their account with us, or help to manage their finances.
How we can help
We’ll keep things as simple as possible. When you talk to us we may ask you for more information, such as:
- a copy of their death certificate
- a certified copy of either their will, probate document, letter of administration, court order or lawyer letter
Money worries
We’re here to support our customers through tough times. And sometimes it can be difficult to make ends meet.
Some money worries could include:
- paying for your health insurance cover
- managing your finances
- how your mental or physical health is affected
How we can help
If you’re worried about money, our mental health support can help. If you’re finding it difficult to pay for your policy, talk to us and we’ll help in whatever way we can.
Helpful resources
- To find out more about money and how to manage your finances visit MoneyHelper. It's a free service from the Money and Pensions service
- For advice on finances and support, the Money Matters Money Advice Centre can help
Visual impairments
If you have a visual impairment, we can help. People with visual impairments could include those:
- who are blind
- who are partially sighted
- with a medical condition which can affect eyesight. For example, a migraine with aura
- who have a temporary injury. For example, a scratch to the eye
- online
- in braille
- in large print
- on an audio CD
How we can help
We can send documents in a format that suits you. You can receive documents either:
Hearing or speech impairments
If you’re deaf or have a hearing or speech impairment, whether it’s temporary or permanent, let us know. People with hearing or speech impairments could include those:
- who are deaf
- who have a speech disorder. For example, stuttering
- who use British Sign Language (BSL)
- with a medical condition or injury which can temporarily affect hearing or speech. For example, an ear infection
How we can help
If you’d prefer, talk to us via our live chat. You can find this on our Contact us page.
If you’d rather contact us via the phone you can also use Relay UK. They have advisers who can pass on your message to Bupa colleagues for you. Dial 18001 before a phone number to use this service, or download Relay UK’s app on a smartphone.
Language support and translation services
We understand that not all of our customers read or speak English. We’ll always offer support where we can.
How we can help
We use a service called thebigword. They’ll translate over the phone between you and one of our advisers. To use this service, call 0333 3449 473.
If you’re using our website, translation tools are available on certain web browsers. For example, right clicking on a webpage from Google Chrome on a desktop computer will show you an option to translate the text.
Get in touch with us
Whether you’re a new or existing Bupa customer, we’re here to help. Get in touch with us over the phone, via email or through our live chat.
How we make our website accessible
When we build our website, we do so with all users in mind. Our website follows the Web Accessibility Initiative Standard (WAI).
Wherever possible we aim to follow the WCAG (Web Content Accessibility Guidelines) 2.1, Level AA standard.
Both the WAI and WCAG are internationally recognised.
Write for readability
The text on our site is written simply and descriptively so it’s readable for those with low literacy levels, neurodiverse conditions (such as dyslexia), and to reduce the cognitive load on our brains.
Design to accessibility standards
When we use colours, they’re checked to make sure the contrast levels are right. We also use alt text on our non descriptive images so users who can’t see them can still understand the content.
Build for screen readers
We’re constantly updating our website, including text, links and images, to make sure new and existing pages are easy for screen readers to understand.
We understand that not everyone can see our website and communications in the same way. To access the information we provide you can tailor your device settings to help.
Increase the text size
Depending on whether you’re accessing our content on our apps or on our website you can change the text size to make it larger or smaller.
If you’re using our website, change the text size through either your device settings. You can also use the zoom function on your web browser to see the text more clearly
Use zoom functions
If the content on our website is too small or large, you can use the zoom functions on your browser to change it.
- On a desktop computer, use your web browser settings to change the zoom level.
- On a mobile or a tablet, you may be able to pinch the screen using your fingers, or tap twice on the screen to zoom in.
Use a screen reader
If you’d find it useful to have the content read or described to you, you may find a screen reader tool helpful. Different devices have different screen reader tools available. For example, iPhones use a tool called VoiceOver. To find a screen reader that works with your device, use AbilityNet’s guides.
Sometimes we’ll use videos with audio to explain things on our website. If you have a hearing impairment there are a number of support options to access this content.
Download the transcription
We try to include text transcription with all our videos. You can read this separately to the video, in your own time, at your own pace.
Turn on closed captions
We try to include closed captions on all our videos so you can watch the video and read the content as it plays.
Increase the volume on your device
Our audio content will be set to a standard level when it’s created. That doesn’t mean it’ll be the volume that works for you. You can increase the volume on your device to hear the content more loudly.
Articles to support your health and wellbeing
Find more help and information in our articles.
Financial wellbeing: how to manage money worries
Money worries can impact your mental and physical wellbeing. Explore our advice on how to keep you and your finances in good shape.
How to deal with grief and bereavement
Experiencing bereavement can be a difficult time for many of us. Head of Mental Wellbeing, Naomi Humber, explains how it affects us and how to cope.
How to protect your hearing
As we get older, we all gradually lose our hearing. However, there are preventative measures you can take to protect your hearing. Dr. Samantha Wild talks us through her top tips.
Get in touch with us
Whether you’re a new or existing Bupa customer, we’re here to help. Get in touch with us over the phone, via email or through our live chat.
