668,000 customers tap into digital health wallets


A pioneering initiative to digitalise private health insurance cards has seen a huge uptake, with Bupa’s own data showing 668,000 of its Australian customers are now using their iPhone or Apple Watch to tap and claim in just one year.

Bupa was among the first private health insurers to offer customers access to their health insurance membership card from their Apple Wallet in July last year following high consumer demand.

There are now more than 668,000 Bupa private health insurance members who are using their digital cards – that number of cards would wrap around the MCG perimeter more than 119 times.

Chris Carroll, Bupa Health Insurance Managing Director, said Bupa was focused on creating a more seamless customer experience through any channel customers chose to interact with Bupa, including digital.


Chris Carroll, Bupa Health Insurance Managing Director

We listened to our customers who told us they didn’t want to carry physical cards and they wanted the process of claiming health insurance to be much simpler and more convenient.

Chris Carroll, Bupa Health Insurance Managing Director

“Most of us have been there when we’re about to tap on the HICAPS terminal only to realise we’ve left our card at home. That’s why we’ve already seen strong uptake of our digital card and it’s continuing to grow.

“The full digital wallet experience, which also allows customers to pay for gap payments using Apple Pay, has seen satisfaction from our members increase as they’re getting instant benefits from their membership and not having to find time in their busy schedules to process the claim at home.”

Positive feedback from customers so far has included ease of use, convenience and a quick, smooth and efficient claims process.

Bupa continues to add to its suite of digital products including the myBupa App, which allows customers to manage their account, make payments, chat to team members and access their Digital Membership Card, to make the most extras of their extras claims and show hospitals as proof of coverage.

Mr Carroll said the contactless claims had also freed up time for busy practitioners.

“Practitioners can process customer claims on the spot, helping members reap the benefits of their policy immediately,” he said.

Private health insurers in Australia were the first in the world to introduce digital health insurance cards last year via Apple Pay.

The digital cards, which reduce the amount of paper and plastic used in the claiming process, are also in line with Bupa’s strong commitment to sustainability, which includes its goal of becoming a Net Zero business by 2040.

New customers no longer need to wait for their physical card in the mail – they can instantly start to tap and claim. During the sign-up process, new customers can choose to opt out of a physical card and choose the digital option.

Existing customers can use their myBupa app to upgrade to a digital card.

To sign up to a Bupa digital only card or to learn more, visit our website.


Total cards: 668,000

Total Digital cards HICAPS transactions: 641,000

*Data from digital card launch in July 2021

What customers said:

“It was very easy to use the digital card system.”

“I made my claim via my phone with the new Bupa ecard that I added to my wallet. It made the whole process smoothly and efficient.”

“Super convenient and love the digital wallet world.”

“Quick and easy through my digital BUPA card”