Member stories
Here are some stories from our members
Our customers inspire use every day with their stories.
These stories reflect our customers’ personal experiences. The help we could offer you would depend on the terms of your policy. You won't usually be covered for conditions that you had before your policy started.
Here are just a few examples of how we've helped them take control of their conditions, supporting them as soon as they need it.
We'd love to hear your Bupa story. You can get in touch by emailing us.
Anna’s breast cancer story
After struggling to get a GP appointment, Anna called our Direct Access team. She got answers there and then.
“Bupa fast tracked me to a specialist”
The first time Anna Googled 'nipple discharge', the results suggested breast cancer. Anna knew she needed to talk to a health professional fast, but struggled to book a GP appointment at her local practice. Rather than wait to see a GP, she used her Bupa health insurance to call our Direct Access† team straight away.
That all important first call
Breast cancers found early need less treatment and are more likely to be cured 1. That’s why we act quickly. Anna was able to call us first and have her symptoms assessed over the phone using national clinical guidance. Due to the nature of her symptoms, she got a referral to a consultant there and then. With clear advice and an appointment scheduled within five days, we helped to ease the worrying wait.
Fast diagnosis and treatment within weeks
Following an examination by the consultant, a mammogram, ultrasound and a biopsy all in one day, under the same roof, Anna was diagnosed with stage 1 breast cancer. Getting answers sooner meant that she could move forward and focus on dealing with her diagnosis.
Four weeks later, Anna was recovering from her surgery at home with her husband and whippet.
Helping Anna get back to feeling like herself
Everyone’s experience of cancer is different.
Anna admits, “you just don’t know how you’ll cope when it happens to you. Sometimes I didn’t want to talk, but I knew the Bupa oncology nurses were there if I needed them.”
“Knowing that we were there with expert advice, understanding and vital support was a reassurance for her.
“Speaking to them actually cheered me up and we often had a giggle." A sign that Anna was starting to feel like herself again after making that phone call 11 months ago.
Charlotte’s breast cancer story
Charlotte called us about a breast lump. She called Anytime HealthLine who put her through to our Direct Access service. She got an appointment two days later.
“I was absolutely amazed everything had happened so quickly. I was in and out of the hospital in an hour."
When Charlotte, 49, found a painful lump in her breast she immediately thought the worst. She knew she would worry more if she had to wait to see her GP, so she used her Bupa health insurance to call us first and spoke to a trained adviser straight away.
From finding a lump to getting support and answers
Getting peace of mind quickly
“When I found a painful lump in my breast I immediately started to stress and think the worst. I called my GP but was told I would have to wait a week to see them. I started to worry even more, so I called Bupa UK’s Anytime HealthLine to find out if they could arrange for me to see a doctor sooner. I was put through to Bupa’s Direct Access service, without having to see a GP first†.
“I explained my symptoms and was immediately booked an appointment with a consultant. I called on a Monday and my appointment was scheduled for Wednesday, which was a massive relief.
“I was really nervous when I arrived for my appointment, but the consultant’s assistant was very welcoming and put me at ease. The consultant examined me and sent me for an ultrasound. He quickly told me that the lump was a series of cysts. I was so relieved, as the worst had been going through my mind.”.
Support every step of the way
“As a precaution, the consultant sent me for a mammogram. Within 30 minutes, I was back with him and he told me I had inflamed milk ducts. This made me laugh as my twins are 16 years old! My tests were sent to a radiologist to review. A few days later, I received a letter confirming everything the consultant had told me.
“I was absolutely amazed everything had happened so quickly. I was in and out of the hospital in an hour. Having gone there feeling absolutely petrified, I was dancing on air when I left. It’s the best service I’ve ever received, and I’ve been telling everyone.
I was very lucky, but I know that, had I received bad news, I would have felt reassured because of the care I received that day. And if treatment had been needed I would have been seen quickly and taken care of.”
Zahra's cancer story
Thanks to her Bupa cover, Zahra was able to call the Direct Access team. She got an appointment for tests the next day.
“Within less than 24 hours of finding a lump, I'd had the tests done and was given the all clear.”
Like a lot of people, when Zahra found a lump on her breast, her first thought was to ignore it. But knowing an early diagnosis could save her life, she gave our Direct Access team a call†.
Booking an appointment for the day after finding a lump massively reduced the impact on Zahra’s mental health
“I’d had some breast pain for several months, but thought nothing of it. Then one day I was in the shower and felt a really hard, big lump. If I’m being honest, my first thought was to ignore it. I didn’t have time for it. Not on top of everything else.
“Thankfully, I have Bupa cover and I’d used them before, so I knew they were really good. It was around about the same time I found out about their cancer care. So I gave them a call. Within 10 minutes, I had an appointment sorted for the next day. And within 24 hours of finding the lump, I’d had the tests done and was given the all clear.
“I thought they might ask me lots of questions on the phone. But they didn’t. They were great. They don’t panic you. They’re just really nice, and they get stuff done. It completely surpassed my expectations.”.
In total, I spent less than 24 hours having it on my mind
“The next day, I mustn’t have been in the hospital for more than an hour, probably less. In that time, I had an examination with a doctor, and an ultrasound. They told me what I was feeling was perfectly normal; cysts and tissue – but that I was absolutely right to come in.
“I can only imagine how progressively worse that worry would get if you were having to wait two weeks, three weeks, four weeks to even be seen.
“The fact I could call straight up, get an appointment for the next day, massively reduced the impact on my mental health. I genuinely cannot fault the service I received.
“To just know it’s there is massively reassuring.”
Louise’s heart disease story
Keen cyclist Louise was put on a three-month waiting list for a referral. Then she used her Bupa cover to speak to a cardiac specialist within a day.
“Having a remote ECG was actually quite comforting. It cut out a lot of worry and travel, and I got the help I needed faster.”
There are around 7.4 million people living with heart and circulatory diseases in the UK. Around 44,000 people under 75 die from such conditions each year2. So we know how important it is to get fast access to specialist care when you need it.
When cyclist Louise had a scare with her heart, she was put on a three-month waiting list for a referral. Faced with no answers, and no exercise for 12 weeks, she used her Bupa health insurance to call us, and spoke to a cardiac specialist within 24 hours.
A wait that felt too long
When Louise, a fit and active mum, was riding her bike, she noticed her heart rate rush up and spiral down before briefly losing consciousness.
At the peak of the coronavirus pandemic, finding a referral through her GP came with a three month wait and she was told not to do any exercise.
“I’m an active person, I have a 4-year-old son. Life couldn’t stop like that. So I called Bupa.”
Our first step was to arrange a video consultation, so Louise could speak to a cardiac specialist straight away.
“It’s nice to sit in your own home, in a relaxed atmosphere, talking to somebody. It was different, but really good. I was told I’d have to wear an ECG at home, 24/7.
“They sent it to me the next day. It was all very straightforward. But if I needed anything, I could call or email, and they were great.
“I was seen by the consultant at 5.30pm the same day. I was referred for an ultrasound, just to make sure, and the consultant confirmed the results were fine. I was in and out of the hospital in less than two hours.”
By monitoring Louise’s heart remotely, we could stress test her heart in real-life scenarios.
“It was all done remotely, but it felt very safe. The whole thing was efficient, professional, quick, and they were so kind.
“I still have a few more tests to go, but my mind has been put at ease that it isn’t anything to worry about. I’ve come out of it knowing I’m going to be okay.”
Our health insurance benefits
Whatever the mental health condition, we’ll be there
Your emotional wellbeing is as important as your physical health. That's why we cover more mental health conditions than any other leading UK insurer.‡
Access to breakthrough cancer drugs
Our cancer cover can offer some cancer drugs and treatments before they're available on the NHS. Helping you get the medicines you need, faster. Any drugs or treatments will need to be evidence-based and covered by your policy.
A helping hand with your health and wellbeing
Your wellbeing goes far beyond healthcare. That’s why we’ve created Rewards by Bupa. Designed to offer you exclusive discounts to complete the full picture of health and wellbeing.
Nurses ready to help, every hour of the day
Late at night or first thing in the morning, our Anytime HealthLine connects you to a qualified nurse when you have a health concern. Clear and simple advice from someone who cares.
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2Source: British Heart Foundation (July 2020), UK Factsheet. Slide 3.
†Any onward referrals for consultations, tests or treatment are subject to the benefits and exclusions of your cover. For example, if your cover excludes conditions you had before your cover started, we may ask for further information from your GP. Please check your guide and certificate for further details or contact us to check your eligibility.
‡As of September 2026, this comparison to other products in the market is based on Bupa's and Defaqto's interpretation of the differences between Bupa By You health insurance and other health insurance products offering mental health cover. The comparison excludes any special offers or promotions which may temporarily alter the cover offered. Cover comparison information is for personal use and guidance only and does not constitute any contractual representation, warranty or obligation by either Bupa or Defaqto about the completeness, accuracy, reliability, suitability or availability of the comparison. Neither party accepts any liability for errors, omissions, direct or consequential loss in relation to this comparison.
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