Bupa reaching more communities with new ‘lift and shift’ concept stores


Bupa is increasing its footprint and how many people it reaches in communities with its new concept stores.

Bupa customers in Melbourne’s north-west will be first to experience the new Bupa Hubs which combine face to face service with a digital customer experience.

From today Bupa is unveiling a purpose-built Bupa Hub at Watergardens Shopping Centre in Taylors Lakes, just near Woolworths.

Bupa’s Customer and Business Operations Director Daryl Niemandt said Bupa was trialling the hubs and if the model resonated with customers they would roll out more nationally including regional areas, before the end of the year.

We’ve listened to our customers who told us they want flexibility in appointment times, easier ways to make claims and more time for our team members to discuss what matters most.

Daryl Niemandt, Bupa’s Customer and Business Operations Director

“We know some of our customers prefer to talk to us about their health and wellbeing needs face-to-face while others are after a digital experience, and this hub helps brings those concepts together in a one-stop shop.”

Ms Niemandt said the hubs would complement Bupa’s existing stores nationally.

“We can lift and shift our Bupa Hubs to where the demand is and where there may be a community need,” she said.

“Our hubs help us reach more communities especially those in regional areas.”

A booking system will be available at the front of the hubs and customers can also use a QR code to make appointments, including afterhours appointments.

“Our members can choose if they want the appointment in person, online or on the phone – the Bupa Hubs are all about our customer and better meeting their needs,” Ms Niemandt said.

Ms Niemandt said Watergardens was chosen as the first site following demand from customers in one of the Melbourne’s biggest growth corridors.

“We cannot wait to meet the people and families from the area at Watergardens as we bring them this exciting new concept,” she said.

Enclosed with greenery, planter boxes and customer seating, the semi-permanent Bupa Hubs aim to provide a welcoming and also private space for customers, and offer digital capabilities to help Bupa members make bookings and use the myBupa app.

The Bupa Hub at Watergardens will be open during the week on Tuesdays and Wednesdays 10am to 5pm, Thursdays and Fridays 10am to 6pm and on Saturdays between 10am to 3pm.