The agreement ensures continued access to Ramsay’s 76 hospitals for Bupa’s customers. It also invests in new ways of delivering care to support patient recovery after a hospital stay.

Ramsay Health Care Australia CEO Carmel Monaghan said the agreement reflects a shared focus on quality and innovation.

“Our hospitals remain the foundation of our business and we’re proud of the high-quality care Ramsay provides every day,” Ms Monaghan said.

“But recovery doesn’t stop when a patient goes home. Through this partnership with Bupa, we’re offering more follow-up care at home, in the community and online, so people continue to get the support they need in a way that fits their lives.”

The agreement includes piloting expanded out-of-hospital care for eligible patients. These services include:

• Care at home for conditions such as infections, wound care, chronic illness and palliative care.
• A new rehabilitation program delivered in the home or virtually after surgery or illness.
• Structured follow-up care in the community, including a new mental health initiative.

Bupa Health Insurance Managing Director Kate Williams said the partnership highlighted what could be achieved by working together.

“This is about giving our customers more support and care options, whether they are in hospital or recovering at home,” Ms Williams said.

“We are working together to make private health care more accessible and more in tune with how people live today.”

When Matthew Carter became a dad, he admits it was a lot to cope with.

After struggling and being diagnosed with postnatal depression, his first reaction was – “I didn’t know this was something that could happen to men.”

As PANDA ambassador, Carter, shares his story in the hope more people like him don’t suffer in silence.

I was really scared to become a dad. But meeting the love of my life, and seeing her dreams of being a mother, along with her support and confidence in me encouraged me to want to become a dad,” Carter said.

All three of my children’s births were traumatic for my wife and I, and my anxieties and fears of failure overwhelmed me after the births of my first two children. I was diagnosed with postnatal depression and, until then, had no idea it could happen to men.

My wife was an absolute rock throughout it all and luckily, we were able to find some light in the darkness in each other.

I started seeing a clinical psychologist through my employer. I’m such an advocate for not only therapy but finding the right therapist for you.

I was more recently diagnosed with ADHD and autism. I then went through a period of grief and mourning before staring to heal, educate and find the right supports.

I’m confident in saying I’m now on the other side and beginning to thrive as a neurodivergent father, husband and human.

My advice to other parents would be:

• Talk it out!
• Fill your bucket with love and be around people who bring you up, not pull you down.
• Don't be afraid to walk away from relationships or friendships that leave you feeling drained.
• Find like-minded communities online to workshop your emotion.
• Get professional support. Don't be afraid to reach out to therapists to find out a bit about them before requesting a referral through your GP. 
• Most important of all, be kind to yourself. Take comfort in knowing you aren't alone and if you feel like you have no support, contact PANDA or any of the other incredible and necessary resources available to you.

Bupa members also have access to our Parent and wellbeing program, delivering mental health support for new parents and parents-to-be. It’s designed to support anyone having trouble adjusting to pregnancy and parenthood, including feeling low, anxiety and other mental health challenges during this time.

As fate would have it, she was on the phone with Bupa telehealth nurse, Kirsten, who’d called to check in on Leonore after a recent hospital stay.

The 88-year-old says she owes her life to the former intensive care nurse, who recognised Leonore was having a stroke , called for an ambulance, and made sure she stayed on the line until help arrived.

In an emotional reunion, Leonore and Kirsten recount what happened, drawing comfort in the fact fate had connected them on that day – and admit it may have had a very different outcome.

Leonore’s story

“I remember Kirsten saying, there's something wrong. You need help, I'll call an ambulance.”

“I have to say there was no warning whatsoever. Not a headache, nothing to pre-warn me. Nothing unusual about it.”

“I remember I got a phone call and as I answered it, I was sitting down, comfortable and relaxed, talking to this lovely lady from Bupa who was calling to see how I was after being in hospital.”

“We're having a lovely chat, but it didn't last very long. My voice just went a little bit strange and then I found it was really, really difficult to talk.”

“I was making the noise but they weren't forming into words.”

“My children will vouch for you that I'm pretty good talker usually.”

“I remember Kirsten saying, there's something wrong. You need help, I'll call an ambulance.”

“I was wearing my emergency bracelet, so I pressed that too which brought our village manager down and she sat with me and held my hand.”

“Kirsten stayed on the phone and kept talking to me and kept me calm, which was really wonderful to have her voice all the time. To have a nurse on the phone as it was happening, I am absolutely blessed. 100% blessed.”

“If I’d been by myself, I probably wouldn’t have called for help.”

“At hospital, an MRI showed I’d had a small stroke. I was cleared within a week to come home, which is what I really wanted to do.”

“I’m not ready to leave this earth yet, too many good things happening in life. Especially when there's a lot of little younger ones in the family, we've got to be around for them.”

“It's just that I would love to thank everybody that was around on that particular moment in life to help me. I think the quicker you get treatment or anything like that, the better it's going to before you later off down the line.”

“If you feel there's something not quite right, just get help straight away and be perhaps a little bit alert if you've got something that you feel isn't quite feeling right in your head.”

Kirsten’s story

“I remember just talking to Leonore to reassure her I was there, to stay on the line and help was on the way.”

 “I've been nursing for nearly 20 years now, mostly in hospitals and in intensive care units.”

“I think you learn over time that when you are in an emergency situation, it's very rarely a straight line. It's very rarely textbook. You have to critically think, and problem solve your way through it, and I know through experience, you have to stay really calm to do that effectively.”

“Leonore’s was a routine call that was part of Bupa’s Recovery Support Program, where we reach out to our customers within a few days of coming home from hospital. We’re there to make sure they’ve got all the information and support they need for a safe recovery at home.”

“We'd been talking and having such a clear conversation, then when Lenore suddenly became quite confused. I knew that something was really wrong - I was immediately very concerned,”

“I initiated our emergency procedure, and it became obvious we needed to get her urgent help, as her speech continued to deteriorate.”

“I kept talking to Leonore to see if this had happened before. However, she became more and more confused. I reassured her I was getting an ambulance and asked her to press her emergency button. I remember just talking to Leonore to reassure her I was there, to stay on the line and help was on the way.”

“We hear a lot about strokes these days and what signs should people look out for. As with Leonore, people have changes in their speech or become confused and not be able to finish a sentence.”

“Time is very important. You need to get that person help straight away.”

The emotional reunion 

Leonore and Kirsten meet face to face for the first time

“I’m in debt for you for the rest of my life.”

Leonore: How incredible to meet the voice at the other end. Darling, it’s so good to see you. I’ve wanted to hug you so many times. That was such a special moment in our lives. You are just meant to ring at that time Our stars were aligned, weren’t they? I’m in debt for you for the rest of my life, you realise that. Your voice gave me that feeling of “don’t worry”. You had that positiveness that it’ll be ok.

 Kirsten:

It was so lucky that I was able to be with you at that time and support you. I’m so grateful I was able to be there with you and am grateful you are now okay. To see you  now, in person, and be able to connect face to face has been really incredible. I wouldn't call myself a hero. I think, you show up as a health professional and you’re here to help people. I was just doing my job.

 Learn more about the signs of stroke and how Bupa’s supporting stroke survivors, like Leonore.

Healthscope informed Bupa late yesterday that they intend to end our current three-year contract, even though it only commenced in November 2023. Despite this, there are no immediate changes to the coverage Bupa customers will receive if they attend Healthscope hospitals up to 20 February 2025 and beyond for certain treatments including maternity and oncology, and any treatments that have already started. 

Bupa APAC CEO Nick Stone today said: “Since March, Bupa has worked tirelessly to engage constructively with Healthscope and negotiate amendments that they requested to our current contract.

“We are shocked and deeply disappointed by Healthscope’s action.

“They appear to be disregarding the interests of our shared patients and customers by seeking to impact their access to healthcare,” Mr Stone said. 

“We are concerned that Healthscope’s actions will cause undue stress to patients and customers looking to access private healthcare at a time when we should be working together to build trust in the private health system and take pressure off hospitals and their frontline teams.”

In September, Healthscope commenced a campaign based on what Bupa strongly considers to be unfounded claims against Bupa. Last month, Healthscope announced it would attempt to charge Bupa and Australian Health Service Alliance (AHSA) members, consisting of 22 not-for-profit health funds, an additional out of pocket “Hospital Facility Fee” with no further benefit to customers.

Bupa wrote to Healthscope yesterday requesting that they immediately agree to comply with the contract and not to charge Bupa members the ‘Hospital Facility Fee’ or make representations that are misleading and deceptive as part of a public campaign.

“Bupa calls upon Healthscope to confirm that they will not be charging customers this fee and commit to working with Bupa to reach a fair, patient-centred agreement,” Mr Stone said.

Mr Stone added that Bupa continued to explore its options to ensure our customers are not placed in a disadvantaged position.

“We want our customers to know that our priority in these negotiations has been to keep healthcare costs affordable without compromising quality of care, especially when cost-of-living pressures continue to impact Australians,” Mr Stone said.

“We will always work hard to advocate for them by negotiating fair and sustainable contracts with our hospital partners, including recent agreements with other private hospitals, that strike the right balance between minimising premium increases and hospital costs.”

“We acknowledge Brookfield, Healthscope’s Canadian private equity owners, may have additional considerations to ensure the viability of their business in Australia,” Mr Stone said.

“We understand Healthscope’s actions may cause uncertainty for some of our members. We want them to know there are no immediate changes to their cover and they remain fully covered until at least February 2025 and beyond for certain treatments at Healthscope hospitals while our negotiations continue.

“This is a critical time for the private healthcare sector. Insurers and hospitals need to put aside their individual interests and work productively together, along with Government, to ensure our joint customers and patients continue to have choice and access and our private health sector remains affordable and sustainable,” Mr Stone said.

“Despite their recent actions, we remain committed to working together to reach a mutually sustainable solution that places customers and patients first.”

If our members have any concerns with their upcoming hospital admission, we encourage them to contact us or visit here. Bupa has a large network of hospital providers, and, in most cases, there are other private hospital options available to our members. Many doctors who operate in Healthscope hospitals also treat in other facilities. We would encourage our members to ask their specialists for alternative options available to them that will not result in greater out-of-pocket costs. Members can use our online ‘Find a Provider’ to find other hospitals in our network.

The two-year deal will help provide joint patients and customers certainty over their health and care expenses while helping to limit out-of-pocket costs for Bupa members at St Vincent’s hospitals. It will cover Bupa’s customers at St Vincent’s 10 private hospitals in NSW, Victoria, and Queensland.

Under the new partnership, St Vincent’s and Bupa will work towards trialing a short-stay hip and knee program at several St Vincent’s hospitals. St Vincent’s has also extended its digital mental health service, This Way Up, to Bupa customers for treatment of critical issues such as anxiety, depression, and insomnia.

St Vincent’s CEO Chris Blake said: “This agreement demonstrates that collaboration and partnership between hospital providers and health insurers remains achievable and can drive better health outcomes.

“It’s a partnership that supports the viability of our hospitals – particularly our regional services – while giving Bupa members access to some of the best private healthcare in Australia.

“Our partnership with Bupa has always been about more than just financial arrangements. We are both committed to working together to add value for customers – our patients – and moving private health forward,” Mr Blake said.

Bupa Health Insurance Managing Director Chris Carroll said: “Working alongside St Vincent’s, we’ve strived to put in place a partnership that puts patients first and helps ensure our customers have access to affordable and high value care.

“We want to be a true partner in our customers’ healthcare, and partnerships like this help us innovate and respond to meet the changing health and wellbeing needs of Australians, now and into the future.

“This shows what’s possible when hospitals and health insurers work together to address the current challenges facing our sector. This includes addressing increased private hospital costs while keeping our customers’ premiums as low as possible, particularly in light of current cost-of-living pressures,” Mr Carroll said.

Mr Blake said hospital providers and health funds had roles to play to help safeguard the private health system.

“Everyone understands Australia’s private health sector, as with the broader health system, is undergoing a period of transition at the moment,” he said.

“For private health care to operate effectively, health funds and hospitals need to work together, and on an even playing field. That’s where this agreement springs from, the goal of putting patient care first, and supporting the sustainability of our sector,” said Mr Blake.

A shock diagnosis of pre-diabetes kick started a healthier lifestyle for Natalie.

Aged 25, she was not about to just continue with the “same old same old” and hope for the best – her dad had diabetes and she knew how debilitating it can be.

Despite initial fear, her lifestyle changes, including diet and exercise, boosted her confidence to take up karate, and she is now a black belt instructor who competes internationally.

The diagnosis

For people with pre-diabetes, weight loss, a healthy diet and regular exercise can prevent progression to type 2 diabetes in up to 58% of cases.

 Natalie is living proof it can work, and nine years on, she’s fit, healthy and no longer pre-diabetic.

"I went to see my doctor because I was having some gut issues. My doctor knew my dad was diabetic and ordered blood tests to find out what was going on. It turned out I was pre-diabetic,” she says.

“My first reaction was shock. I was a disappointed that I'd let myself go like that. Once I got past the news, I was just determined.”

 Making the changes

Natalie says she told herself: “I have to change. I can’t go there.”

Initially, it was small, incremental changes.

“Pre-planning keeps me on focused by setting my meals up for the whole week, so I don’t have to think about it. The less I think about it, the less I think about other options,” she says. “After about six months of some gym training, working on my food and losing a little bit of weight, I built up the confidence to start karate.

“I recall walking into the Dojo for the first time, which is the hardest thing. But I felt better in myself that I could do that and that I could actually go somewhere with this.

Natalie encouraged others to be proactive about their health.

“If you haven't had a health check for a while, just do it,” she says.

“You don't know what's there or what's hiding. But it's all important to pick up early, to give you the best chance at reversing it if you can.”

What to look out for

There has been  a staggering 44% increase in the number of young Australians diagnosed with diabetes in the past decade.

Bupa telehealth coach and dietitian Morgan Sandeman says pre-diabetes can be silent and often has no symptoms.

“A GP may order blood tests if you have risk factors including being overweight, physically inactive or have high cholesterol. You may have other risk factors that you can’t change, like your age, a family history of diabetes, ethnicity or a history of gestational diabetes or polycystic ovarian syndrome,” she says.

“The great news about pre-diabetes is that it can often be reversed if it’s caught early enough. If you don’t get onto it quickly however, it can progress to type 2 diabetes, which could eventually lead to complications with your feet, eyes, kidneys or other organs.”

Ms Sandeman says alongside GP support, there is other help available for you, this may include the Bupa Health Coaching program or other healthy lifestyle support programs.

Take the health check

The first step is often the hardest but is also the key.

Type 2 diabetes is a health condition where your body struggles to turn glucose (sugar) from food we eat into energy due to problems with the hormone insulin. Over time, type 2 diabetes can cause serious complications.

Take the online health check here and learn more about Type 2 Diabetes. bupa.com.au/campaigns/get-well/type-2-diabetes

Watch Natalie share more of her story.  https://youtu.be/aypFakgFVpk

We are only halfway through 2024, and already too many women have lost their lives under horrific circumstances. The alarming rise in women dying due to gender-based violence has prompted our government to declare it has reached crisis point.

To ensure no more women needlessly lose their lives, we all have a responsibility to be active participants in the national movement to end violence against women. Because of this, Bupa is proud to have partnered with the Our Watch Institute, Australia’s leading team of violence prevention and gender equality experts, to progress our work in the prevention of violence against women.

Leaning on their expertise, we’ll enhance the internal training and programs we already have in place to build confidence in Bupa’s leaders to appropriately respond and support people in their team who may be experiencing gender-based violence. We’ll also be more visible in the support offered to our people, which includes referrals to support services and access to family and domestic violence leave.

We also want to ensure that we are delivering on our commitment to create a workplace where everyone can feel safe and thrive. We have implemented many measures in this space, including establishing a dedicated working group which is focused on continually improving our policies and processes in support of reducing bullying and harassment, including sexual harassment, and sex discrimination in the workplace.

For our customers, we recognise that sharing experiences of family and domestic violence can be particularly challenging. Therefore, we’re committed to training our employees to recognise the signs, inform customers about appropriate support options, and maintain the confidentiality of their information.  You can read more about the customer support options here.

By partnering with the Our Watch Institute and by making our commitment to addressing gender-based violence public, we hope that we are taking meaningful steps to address this issue, not just now, but for future generations.

(*AIHW 2021-22 PSS)

International students and visitors with Bupa health insurance have access to the free telehealth service, depending on their cover. More than 60 per cent of eligible members had their concerns resolved in one video call, and less than two per cent of Blua users were required to go to hospital after virtual medical consultations.

Blua’s Clinical Director Dr Simon Benson said the digital health service had increased accessibility and affordability of medical care with a 3000% growth of people using it in less than 10 months.

“We know international students and visitors are more likely to attend hospital emergency departments for health issues that don’t require hospital care. This can be costly and increases pressure on emergency departments and local GPs which are already overcrowded,” Dr Benson said.

“Blua is also playing an important role in regional communities where many international visitors and students reside, but bricks and mortar GPs in those areas are already struggling to deal with patient demand.”

Services like Blua can help meet the needs of the nation’s rising population, which is expected to grow by 1.7% in 2023–24, and with most of the increase attributed to the return of overseas students, skilled temporary visa holders and those on working holidays.

Bupa is the only health insurer to offer a 24/7 telehealth service, with doctors able to speak English, Punjabi, Hindi, Arabic, Cantonese, Mandarin, Tamil, Bahasa, Persian and Japanese.

Bupa Health Insurance International and Corporate Portfolio Director Simon Uzunovski said Blua was just one of many ways Bupa helped international visitors and students including understanding the health system.

“Our international customers are increasingly using Blua to access medical care from the convenience of their own homes. Blua offers a simple and convenient telehealth service focused on providing the right care, at the right time and in the right environment, which is helping ease pressure on the health care system,” Mr Uzunovski said.

“With international students and visitors living thousands of kilometres away from their homes, we are giving them peace of mind over the health care needs, and we continue to work with universities to help support students so they can focus on their studies.”

Those studying or visiting Victoria were the biggest users of Blua, followed by NSW and Queensland.

Bupa Health Insurance Managing Director Chris Carroll said this latest cashback would help provide some financial relief for customers during a tough time for many and was part of Bupa’s COVID-19 related savings being returned to customers.

“With cost-of-living pressures continuing to impact Australian household budgets, we’re returning a further $320 million to our customers at a time when they need it most,” Mr Carroll said.

“We know returning savings will be welcomed by our customers and we hope it can provide some reprieve for their everyday expenses.

“The pandemic encouraged Australians to prioritise their health and wellbeing and I’m pleased we can continue to help our customers get the most from their health insurance and give them choice around their care.”

Bupa’s total announced customer support since the COVID-19 pandemic started in 2020 is $1.27 billion, delivered through cashbacks, premium deferrals, financial assistance for impacted customers and other support programs.

The cashback is on top of Bupa’s announcement earlier this year that it would delay its 2023 premium increase for six months until 1 October, in a cost-of-living measure worth $154 million.

This latest cashback will be available to all domestic Australian resident policyholders who had domestic private health cover with Bupa for a minimum of three months between 1 July 2022 and 30 June 2023.

Mr Carroll said the money would be paid using the same bank details from the previous cashbacks.

“We’re making this as easy as possible for our customers with the money landing in their nominated bank account as a cash payment towards the end of the year and in time for Christmas,” he said.

Members whose bank details have changed since the last cashback are encouraged to update their details via the Bupa website to ensure the money arrives quickly.

For further details about the cashback, please click here.

How Bupa has supported customers during the pandemic:

Bupa’s COVID-19 announced commitments are more than $1.27 billion comprised of:

• $320 million cashback announced today
• $154 million six-month freeze on 2023 premiums. 
• $315 million cashback announced in September 2022.
• $168 million through a seven-month premium delay for all members in 2022.
• $120 million cashback announced September 2021.
• $134 million six-month premium freeze announced in March 2020.
• $58 million financial hardship package from 2020.
• $5 million mental health support package from 2020.

“Each virus is different, affecting individuals in different ways, so it’s important to get both shots - and they’re perfectly safe to receive on the same day.” 

Dr MacDermott said it was expected flu trends in the United States, where hospitalisation rates were significantly higher than the year before, would be mirrored in Australia.
 
“The higher risk of being hospitalised with the flu this year means it’s even more important to get vaccinated, especially for high-risk groups,” he said. 

“With Australians effectively back to normal lifestyles we’re expecting to see more COVID and flu cases this year. Our hospitals remain under strain, so protecting yourself and potentially avoiding a hospital visit will also help take some pressure off the health system.” 

Dr MacDermott said it was important to maintain the everyday hygiene practices we had learned during the past few years such as hand washing and staying home if feeling unwell. 

High risk groups include infants under six-months-old, adults 65 years and above, people with chronic health conditions, and the Indigenous community. 

Current Australian recommendations are that all adults aged 65 and above, or aged 18-64 with underlying medical conditions, should receive a COVID-19 booster if it’s been more than six months since their most recent COVID infection or booster, regardless of how many COVID-19 vaccines they’ve received. Those aged 18-64 without underlying medical conditions should also consider receiving a COVID-19 booster. 

Bupa has started delivering more than 50,000 flu vaccinations to organisations across Australia. They will be delivered onsite at workplaces and universities nationally and by our partnering pharmacies across more than 1,900 locations in Australia and New Zealand. 

Bupa corporate clients can still purchase flu shots for their employees here.

Charlie Curnow spoke with Carlton Media to announce Bupa joining the Club as Member partner, and what he is looking forward to in Round 1.

This partnership has been built on Carlton and Bupa’s shared values of diversity, inclusion, sustainability and being member-focused, making Bupa the perfect partner for Carlton's growing membership base.

Carlton’s membership base has grown by more than 63 per cent since 2018. The passion for the Navy Blues in constantly increasing, with the Club having broken the membership record for the past seven consecutive years, achieving a record 88,776 members in 2022.

These numbers have translated into an electric atmosphere at Carlton home games, with the Club ranked number one in the competition for home attendances last year.

For the Club, its members have always been a key priority, so having Bupa, and its strong commitment to its own members, only further strengthens the synergy between both organisations.

The partnership will see Bupa take the front space on the Club’s playing shorts for both the AFL and AFLW teams.

Bupa will also provide value to Carlton’s members with offers throughout the year. 

Carlton CEO Brian Cook said the natural kinship between the Club and Bupa made the decision to partner an easy one. “It is great to have Bupa commit to the Club over the next three years as our member partner,” Cook said.

“Carlton’s connection with its members is as strong and united as ever and seeing Bupa coming on board as a member partner will be an integral part of that moving forward.

“The Carlton family is a unique and passionate community, making Bupa the ideal fit, given their significant work to support more than four million Australians with their health care needs.”

Bupa Health Insurance General Manager of Marketing Naomi Morton said the partnership reinforced Bupa’s commitment to its purpose of helping people live longer, happier and healthier lives.

We are a healthcare partner to more than four million Bupa customers, and we are excited to support Carlton and footy fans on their health care journey.” 

Along with being present on the team shorts, Bupa’s other assets will include match-day signage (LED), digital assets, Carlton Respects Corporate Charter and being a platinum partner of Carlton IN Business.

More information on how Bupa will benefit members is coming soon, you can learn more about Bupa here.

Bupa Health Insurance Managing Director Chris Carroll said Bupa recognised delaying premiums for six months was the right thing to do, particularly given ongoing financial pressures on household budgets.

“We’re saving our members $154 million at a time when they need it most, while ensuring they can still access all the benefits of their health insurance.”

This further premium freeze is part of Bupa’s COVID-19 related savings being returned to customers and to help provide some financial reprieve from the increased cost of living.

Bupa’s total announced customer support since the COVID-19 pandemic started is $954 million through cashbacks, premium deferrals, and financial assistance for impacted customers and other support programs.

Mr Carroll said members didn’t need to do anything, and they would receive communication from September with their new premiums.

Bupa will have an average premium change of 3.39% from 1 October 2023.

For more information on our 2023 premium delay visit this link.

How Bupa has supported customers during the pandemic:

Bupa’s COVID-19 announced commitments are more than $954 million comprised of:

• $154 million six-month freeze on 2023 premiums. 
• $315 million cashback announced in September 2022.
• $168 million through a seven-month premium delay for all members in 2022.
• $120 million cashback announced September 2021.
• $134 million six-month premium freeze announced in March 2020.
• $58 million financial hardship package from 2020.
• $5 million mental health support package from 2020.

For more information on our 2023 premium delay visit this link 2023 Rate Rise Delay | Bupa.

Mr Carroll said the findings indicated the importance of keeping mental health discussions going and ensuring that we all check in on our friends and families. 

“It is encouraging to see two in three young Australians seeking mental health support in the last 12 months, and with greater mental health awareness many have taken important steps to see a doctor, practice mindfulness, and most importantly felt comfortable to reach out to their family and friends for support.” 

Quantum Market Research Managing Director Richard Frost said the research showed how some positive health and wellbeing habits formed during lockdowns were now fading away. 

“While there were certain cohorts of the community that had fallen back into old habits, others had taken advantage of the re-opening of health and fitness services since the pandemic,” he said. 

“The pandemic has helped many recognise the importance of prioritising health and wellbeing to improve quality of life and minimise the chance of disease later in life.”

To read Bupa Pulse Check and see other key findings, click here.

This brings the total announced customer support since the pandemic started to $875 million through cashbacks, premium deferrals, and financial assistance for impacted customers and other support programs.

Bupa Health Insurance Managing Director Chris Carroll said Bupa has honoured its commitment not to profit from COVID-19 and would continue to look at ways for members to get value from their health insurance.

“By keeping premiums lower than inflation, our priority continues to be keeping health insurance affordable and relevant to meet the changing health and wellbeing needs of Australians.”

Bupa announced last December a $75 million customer support package and has today confirmed it will be delivered to members in the form of a three-month premium deferral.

Bupa also paid out $4 billion in hospital and medical claims last year, among the highest of major insurers.

Mr Carroll said the premium increase was less than the increase in hospital costs and projected claims.

“We work hard to limit the impact of premium increases on customers, however advances in medical technology, community demand for medical procedures and an ageing population contribute to the rising cost of health care each year,” Mr Carroll said.

“We are working closely with our hospital partners to help keep premiums affordable while also investing in new and innovative models of care including virtual and digital care, rehab in the home to help reduce out of pocket costs and give members more choice around their treatments.”

For more information on our 2023 premium delay visit this link.

The data for the year also shows Bupa’s most expensive benefit paid was more than $700,000 for a digestive condition followed by $669,000 for a pregnancy-related hospital stay.

Hospital claims included more than 85,000 cancer treatments, including chemotherapy, and radiotherapy and almost 80,000 claims were made for dialysis for kidney failure.

More than 13,000 members underwent hip and knee replacements, with the average benefit paid at more than $24,000. Those who went to hospital for heart-related procedures, such as valve replacements and coronary bypasses, had an average benefit paid of almost $9000.

Dental was the most common extras service used, with one benefit reaching $3800, while a member with ambulance cover in their extras received a benefit of more than $20,000 after requiring the flying doctor service in an emergency.

Bupa Health Insurance Managing Director Chris Carroll said Bupa paid about $3.9 billion in hospital cover and extras for its domestic customers between January and September this year.

“Our members have seen first-hand how important it is to have health insurance with some members receiving paid benefits of more than $700,000,” Mr Carroll said.

“The strong uptake in private health insurance supports our world-leading mixed health system including taking pressure off our long public hospital waiting lists while giving Australians choice in their health care.”

Mr Carroll encouraged members to make the most of their extras benefits, as limits reset on January 1.

“This is a busy time of year, and we can sometimes push prioritising our health down the list,” he said.

“We want our members to make the most of their health insurance so now is the time to check your extras usage and squeeze in that massage, podiatry or acupuncture appointment, if you need to.”

Bupa reminded members to book their appointments ahead of time with data showing Bupa Optical appointments increase by 30 per cent during December compared to the yearly average.

“The lead up and beginning of the new year is a great time to take stock of your health needs for 2023. Reviewing policies to ensure they still meet your health and wellbeing needs is a good first step to help get the best value from your health insurance policies,” Mr Carroll said.

We agree this budget, which includes Australia’s first wellness budget on things like quality of life and our health, will need a steady approach to fundamentals and strategic spending to help manage inflationary pressures and steer the rebuilding of our economy. This can and should be accompanied by real, sustainable wellness measures to set our nation up for a healthy future. A future where investments in prevention have curbed the rising rates of chronic disease highlighted in the most recent Australian Census and our aging population is staying healthier for longer.

Australian household budgets are under growing pressure, and our public hospitals remain overburdened. We know that a strong private health system is a vital part of taking pressure off the public system and keeping it sustainable, so those who need it can access public care promptly Our private health sector is ripe for the consumer centred reforms that will help get us there, while making it more affordable, accessible and relevant.  We think there are two priority areas to focus on in this space – making it easier to fund preventative treatment, lifestyle and wellness products and broader availability of out of hospital care.

For example, allowing insurers to fund more care in community settings rather than in hospital to help free up hospital beds and reduce the incentives to medicalise treatment. Hospitals will always be the backbone of our medical system but reducing red tape would allow more preventative and out of hospital care to reflect modern care delivery and the increase in chronic illness.

Alternative models of care help reduce unnecessary costs and drive affordability. Currently, doing rehab at home instead of in hospital is about one third of the average cost of inpatient services. On average, in-hospital rehab costs about $9000, while in contrast, it costs about $3000 for rehab at home. For some patients it means they can receive the care they need in the comfort of their own home, while keeping a hospital bed free for someone else that needs it.

And although we know that increased wellbeing has physical benefits including lower cardiovascular disease, stroke, and sleep issues, there are restrictions on payment of benefits for certain lifestyle and wellness products under current laws.

Such policies also have intergenerational consequences. The participation of young and healthy customers in private insurance is key to the sustainability of the industry. But increasing costs and regulatory restrictions have made health insurance less relevant and less affordable for younger Australians.

Expanding the ability of health insurers to fund certain wellness and lifestyle products like gym memberships, fitness wearables which are relevant to younger people would help encourage price sensitive millennials to spend money on things that matter to them. It also empowers to help personalise their preventative health.

Encouraging young people to invest in their own health and wellbeing will help address disease burdens as people age, which will have a material impact on future health care costs. Obesity is one area that is having an increasingly significant impact on health care costs. We’re seeing this with surgeries for hip and knee replacements and major procedures in obesity being among Bupa’s top 10 most expensive claim items. Current cost of hip and knee replacements to the Australian healthcare system are $5.32 billion, of which $3.54 billion is attributable to the private sector. Total knee replacement is projected to rise by 276 per cent and total hip replacements by 208 per cent by 2030.

Increasing the attractiveness and perceived value of private health insurance for younger Australians means that affordability is increased for all members with a broader market from which to spread the risk and absorb the price associated with higher cost medical procedures for our ageing population.

As well as supporting the health and wellbeing of insured people, private health insurance also benefits those without cover through the reduction of public hospital waiting lists and minimising demand pressures on the public health system.

McKinsey research shows that even a 10 per cent drop in private health membership would see 1.5 million additional people becoming fully dependent on the public hospital system. That would increase waiting lists by 90 per cent and taxpayers would need to pay for an extra 3,600 hospital beds - equivalent to Australia’s four largest hospitals.

Having more younger people with private health cover to balance our mixed system and ease the pressure on public health and removing barriers to make private health insurance more affordable, simple and relevant to all Australians will translate to a healthier nation and healthcare system.

Bupa Health Insurance Managing Director Chris Carroll welcomed Canstar’s endorsement and said Bupa was dedicated to helping its members get the most value from their health insurance.

“We’re proud to have been awarded Outstanding Value Health Insurance by Canstar,” Mr Carroll said.

“With more people prioritising their health and wellbeing and we are pleased to be able to support our 3.9 million members on their journey.

“With the cost of living continuing to rise, we’re committed to look at ways to support our members and help take some of the pressure off our overstretched public hospitals and family budgets.”

In determining the winners, Canstar compared more than 800 brands across more than 30 industries and assessed not just at price but also overall value to determine their star ratings and awards.

Life Rewards comprises five membership tiers, and members can unlock elevated offers within each tier the longer they’re a Bupa member.

All Bupa Health Insurance members can access discounts when shopping from more than 250 popular brands via the Life Rewards eStore and collect Life Dollars, which can be spent on future purchases.

Bupa Health Insurance Managing Director Chris Carroll said: “We listened to our members and designed our new loyalty program around what they told us they wanted - to be rewarded for their loyalty to Bupa and to be able to easily access everyday savings from big retailers as part of their health insurance membership.

“We also wanted this program to recognise and reward our long-time Bupa members with access to money-can’t-buy experiences, including concerts, events and chefs at their own kitchen table.”

Following an initial launch of Life Rewards in mid-September, Mr Carroll said members had already saved thousands of dollars on their purchases.

“So far, our eGift card discounts have been our most popular reward offers, with many members choosing to save on their supermarket shops and fuel, helping take some pressure off every day family budgets,” he said.

“Australians continue to face rising costs and inflationary pressures and Life Rewards is one of the ways we can help our members realise more value from their health insurance and maximise savings from their everyday purchases.”

For more information about how to access Life Rewards visit here.

“This policy change will not only have financial benefits for young Aussies who are facing increasing cost of living pressures, but it will also help support ongoing participation in private health – a critical factor in keeping it affordable and accessible for the rest of the community, while taking pressure off our public system which remains under stress.” 

Mr Carroll said the change would take effect on September 1, so customers did not need to take any action or contact Bupa until then. 

“For some dependants it will make sense to re-join their parents’ policy; for others, the option to take out or remain on singles cover may be preferrable to attain the right level of cover with the right inclusions, all while taking advantage of age-based discounts on their premiums,” he added.

For further information on Bupa’s age of dependants please visit here.

The companies said the Agreement finds a balance between the challenges faced by hospital operators in the current environment, whilst also recognising the cost of living and affordability challenges for health insurance customers.

Moving forward, both companies have committed to working collaboratively in service of their joint customers and patients.

It comes as the 2021 Census delivers a sobering snapshot of Australia’s health. Out of 25.8 million people living in Australia, nearly 4.8 million reported to be living with a serious medical condition like asthma, cancer, diabetes or heart disease. 

A further one million people said they live with a long-term medical condition that wasn’t listed.

While COVID-19 thrust health to the forefront of daily conversation and government policies, the pandemic also meant other health issues took a back seat, with many of us postponing or losing track of routine check-ups.

It’s these routine tests or check-ups that can help uncover, prevent or lessen the effect of a disease. GPs are well-trained to pick up on subtle changes in your health that could lead to bigger problems. Think of your body a bit like a car. It’s best to get it checked regularly to avoid seeing those warning lights appear.

As Bupa’s Chief Medical Officer, Dr Mark Lubliner explains, prevention is always better than the alternative and with more of us developing chronic conditions, we need to have a stronger focus on preventative health and wellness. Being on the front foot with your health and taking up screening tests will give you a much better chance of surviving any diagnosis, should there be something wrong.

Your medical history, family history and even your ethnicity play a role in your risk of developing certain health concerns. Your GP will consider your age, as well as your individual risk factors, to decide which screening tests are most appropriate for you.  

COMMON SCREENING TESTS
 

In your 20s and 30s

• Blood pressure
• BMI, waist and hip measurements
• Dental check and cleaning
• Skin cancer checks
• Testes self-checks (men)
•  Breast self-checks (women)
• Cholesterol, glucose and kidney tests (Aboriginal and Torres Strait Islander people)

In your 40s

All of the same checks as in your 20s and 30s plus:

• Type 2 Diabetes Risk Assessment
• Cardiovascular Risk Assessment
• Cholesterol and glucose levels

In your 50s and 60s

All of the same checks as in your 40s plus:

• Mammogram (women)
• Eye checks for glaucoma
• Osteoporosis Risk Assessment
• Bowel cancer screening (also called FOBT – faecal occult blood test)

Visual acuity and hearing impairment tests

If you’re sexually active:

• Sexually Transmitted Infections (STI) screenings
• HPV test every five years (women) 

‘A routine check-up also gives you the chance to check-in with you doctor about all the little things that may impact your health as we age. Make sure you ask about any lifestyle changes you might need to make at your age and stage of life. These changes can help keep you healthy, particularly if you have a family history of illness, or other risk factors,’ he said.

“More importantly, while some illnesses are more likely as you age, you should always reach out to your GP to discuss any unexplained symptoms or changes in your health.”

The 2021 Census was collected at a time when many areas of Australia were in the grips of lockdown, so it might not be surprising that mental health topped the list of reported ongoing health issues.

Dr Lubliner says that health professionals are well-trained in supporting patients with mental health issues or concerns, so we hope that people feel more empowered to seek help, if they need it. 

‘I think it would be fair to say that the vast majority of us have focused on their mental health at some point in the past couple of years,’ he said.

‘For many, it may have been the first time they’ve even thought about their own mental health and that can be confronting. Opening up to your doctor can feel like a big step, but it can also be the first step to feeling better.’

Bupa Health Insurance Managing Director Chris Carroll thanked members for their patience as Bupa worked towards an agreement that put our members first and helped minimise premium increases for our members while balancing hospital costs. 

“We are continuing our discussions with Ramsay and are hopeful of reaching an agreement soon. 

“We want our members to know that our first priority in our negotiations with Ramsay has been to keep healthcare costs affordable especially when cost of living pressures continue to impact families.” 

Bupa will continue to share updates with its members, and for the most up to date information, Bupa members can visit our website.

“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.

DIGITAL CARDS BY THE NUMBERS
 

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”

Bupa Health Insurance Managing Director Chris Carroll said: “Delaying the premium increase for an additional month is part of our ongoing monitoring of COVID-related savings and returning value to customers.

“With high household grocery bills, petrol and power prices, we know delaying our members’ premium increase will help ease some of the pressure on household budgets, while giving them assurances they can make full use of their health insurance policy.

“With the public health system under ongoing strain, we need to do all we can to keep private health insurance affordable and accessible to as a many people as possible.”

Together with this latest premium increase deferral, Bupa has returned $640 million to customers as part of its COVID-19 support, including its latest cashback of $155 million which will be returned to customers from October.

Bupa will have an average premium change of 3.18% from 1 November 2022 – its second lowest increase in 20 years.

Customers who are no longer active but held an active resident policy between 1 March 2022 and 30 June 2022 will be eligible for a premium delay cashback.

How Bupa has helped customers during the pandemic

Since the start of the pandemic, Bupa has delivered a range of customer support programs, including:

• $155 million cash-back via our latest cash giveback program.
• $120 million cash via our first cash giveback program.
• $50 million financial hardship package in the form of premium waivers, policy suspensions and discounts.
• $168 million through a seven-month premium delay for all customers in 2022.
• $134 million through a six-month premium delay for all customers in 2020.
• $8 million by not passing on the October 2020 premium increase to customers suffering financial hardship.
• $5 million towards a bonus $200 one-off increase for mental health claims to support more than 2.2 million customers during the pandemic.

Epworth Group Chief Executive Dr Lachlan Henderson said the partnership allowed for greater choice while maintaining access to high quality care.

“Innovative programs such as rehab in the home are already providing great clinical and personal outcomes for patients, with these services now available to more Bupa patients,” Dr Henderson said.

“Our rehab in the home service doubled as people became accustomed to working and schooling from home during the pandemic, and we’re seeing demand continue. We know our patients love the flexibility of receiving therapy at home as it fits in with their lifestyles.”

Bupa Health Insurance Managing Director Chris Carroll said the partnership reflected the new era in patient care, with a major hospital group and private health insurer working together to ensure improved patient outcomes, experience and affordability.

“Hospitals are, and always will be, the backbone for acute and complex care, but the reality is for many patients healthcare can be delivered in community settings and, increasingly, in the home.

“Getting the same clinical care at home will give patients the peace of mind they are receiving the high standard of care that Epworth is renowned for, just in the comfort of their own home.”

Mr Carroll said a focus on innovation was part of the expanded partnership including growing home care, virtual care and supporting funding arrangements to help reduce out of pocket costs.

Bupa’s partnership with Epworth is the third partnership with large private hospital groups announced in recent months, following agreements with Cabrini Health and Mater Health.

“These partnerships are about striking the right balance so we can keep healthcare affordable for our members and help drive greater innovations so customers can have greater choice of where they want to receive their care,” Mr Carroll said.

Bupa Health Insurance Managing Director Chris Carroll said: “We hope that having their premium fees waived will take some of the stress out of what is another difficult time for people in New South Wales.

Mr Carroll encouraged Bupa customers affected by the floods in NSW to get in touch with the team to have their premiums for hospitals cover and extras cover waived for an addition two months.

Bupa announced its initial disaster relief package in February following the devastating floods across South East Queensland and Northern New South Wales with customers now able to apply for the flood relief package through to 30 September 2022.

Mr Carroll said following the latest flooding in New South Wales, the disaster relief was extended for customers who had qualified for the Australian Government Disaster Recovery Payment.

Bupa has a dedicated email bupafloodrelief@bupa.com.au and a team that responds to the requests. For customers who have restricted internet access you can visit us in store or call Bupa on 134 135.

*To be eligible for this offer, customers must have been a Bupa member on 27 June 2022 and apply by 30 September 2022. They are required to provide evidence that have received or can provide confirmation that they will receive the Federal Government Disaster Recovery Payment from Services Australia.

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 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.

Bupa Asia Pacific CEO, Hisham El-Ansary, said providing access to preventative health care goes some way towards protecting vulnerable people, including The Big Issue vendors who are beloved across Australia.

“We’re proud that we have been able to mobilise our nurses across Australia to provide vaccinations to help keep The Big Issue vendors healthy, particularly as we face into such a challenging flu season.

Since its first issue in 1996, more than 13 million copies of The Big Issue have been sold, putting $34 million into the pockets of thousands of vendors.

CEO of The Big Issue Steven Persson said accessing healthcare such as flu vaccinations can be difficult for vendors who often lack the resources many Australians take for granted.

“At a time when people experiencing disadvantage have been doing it even tougher as a result of the pandemic, having easy access to free vaccinations in places they are familiar with is invaluable for our vendors.

“This is the fifth year Bupa’s nurses have vaccinated our vendors and we are grateful for their support,” Mr Persson said.

Bupa encourages all Australians to purchase a copy of The Big Issue to support vendor livelihoods and to make an appointment to receive their own flu vaccination if they have not already done so.

For more information on The Big Issue visit here.

For more information on influenza and how you can protect yourself visit here.

Bupa’s submission focuses on customer-centred reform to deliver a more productive private health care sector, while taking pressure off our public hospitals which remain under stress.

As pressure mounts on household budgets, spending on health care needs to be directed to care that offers genuine improvements in health outcomes for those receiving it. Even a 10% drop in private health membership would see 1.5 million additional people becoming fully dependent on the public hospital system, increasing waiting lists by 90 per cent and taxpayers would need to pay for an extra 3,600 hospital beds - equivalent to Australia’s four largest hospitals.

Bupa’s suggestions for key areas of reform, include:

• Allowing the funding of more care in a community setting rather than in hospital will reduce the incentives to medicalise treatment which doesn’t require a hospital setting, for example drug and alcohol counselling.
• Removing regulatory barriers to making it more attractive for young people to take out private health insurance, for instance by allowing the funding of wellness and lifestyle products.
• Reducing red tape to allow more preventative and out of hospital care that reflect modern care delivery and the increase in chronic illness.
• Standardised reporting across all hospitals in Australia, regardless of sector, to provide a better understanding of performance and better enable improvements in productivity.
• Outlawing split billing to protect consumers from surprise out of pocket costs and to notify consumers of all fees up front, and
• Bringing Australia in line with other countries around the world with more affordable medical devices by ensuring that private patients do not pay more than public patients.

The Productivity Commission’s Productivity Inquiry takes place every five years to provide the Federal Government with an analysis of Australia’s productivity performance and recommendations to assist with future productivity-enhancing reforms.

Read Bupa’s full submission here.

The medical specialist and hospital directory allows customers to search for private practising specialists and hospitals based on their name, specialty, suburb or postcode, gender, languages spoken and telehealth availability.

To help minimise out-of-pocket costs for customers, listings will also highlight if a hospital is part of Bupa's network or if a specialist participates in Bupa’s Medical Gap Scheme.

Bupa's Natalie Kelly said the directory supported customers to choose a specialist and hospital which best suited their needs including those that will give them the most value from their health insurance.

“Importantly, the platform gives customers greater transparency on potential out-of-pocket costs charged by hospitals and specialists. This is particularly important given the growing cost of living pressures Australians are now facing.”

HealthShare Co-Founder, Rami Weiss, said 90 per cent of GPs nationally already had access to the directory, which helped to support GPs in the referral process.

“This saves doctors precious time and helps to support their referral decisions by providing comprehensive information about a specialist,” Mr Weiss said.

“Since 2014, GPs around Australia have been using the HealthShare referrals directory inside their clinical software to find the right specialist for their patient.

“We are really thrilled to work with Bupa and support their customers and their GPs to make informed decisions about their healthcare journey.”

It is anticipated the online directory will be available on the Bupa website and the myBupa app in July 2022.

The contract and partnership will see Bupa fund part of Cabrini’s innovative alternative models of care with a focus on care in the home, while also ensuring Bupa customers will be covered with no additional out-of-pocket hospital costs from Cabrini.

Cabrini Health Chief Executive Officer, Sue Williams, said the partnership was a great outcome for patients.

“We’ve been developing new models of care for some time now, and this partnership with Bupa recognises our innovation in homecare and support, following a hospital admission,” Ms Williams said.

“Our focus on quality and compassionate hospital care is paramount, and this partnership will ensure the care and support Cabrini patients receive continues when they go home.”

Bupa Health Insurance Managing Director Chris Carroll said the partnership was an example of providers and funders working collaboratively with a ‘patient first’ mindset.

“We’re thrilled to be partnering with Cabrini to support new models of care that improve patient experience, bring about better clinical outcomes, and importantly support greater sector affordability,” Mr Carroll said.

“This partnership shows what’s possible when hospitals and insurers work together to address the challenges in the health system, with the end-goal being affordable, high-value private healthcare which supports a strong and sustainable Australian healthcare sector.

“Cabrini is renowned for its commitment to quality care. For our members, this now means they have more choice as to where and how they receive that care,” Mr Carroll added.

“Today’s announcement is about supporting our customers’ health and financial wellbeing.  We are committed to returning Covid-related savings to our customers and will continue to look for further ways to do this,” Mr Carroll said.

“While most Covid-19 restrictions have eased progressively across the country, many people are still dealing with the ongoing financial impacts of the pandemic, as well as managing delays for the delivery of some healthcare services.

“We remain committed to ensuring our customers get the most out of their private health insurance, and we’re working hard to advocate for customer-led reform that supports greater affordability and value,” Mr Carroll said.

Bupa will have an average premium change of 3.18% from 1 October 2022, Bupa’s second lowest increase in 20 years and below the projected rise in cost in claims.  

Bupa will continue to monitor the impacts of Covid and further ways to return value to its customers throughout the year. 

How Bupa has helped during the pandemic

During the past 18 months Bupa has delivered a range of customer support programs, including:

• $120 million cash via our first cash giveback program
• $50 million financial hardship package in the form of premium waivers, policy suspensions and discounts.
• $134 million through a six-month premium freeze for all customers in 2020.
• $8 million by not passing on the October 2020 premium increase to customers suffering financial hardship.
• $5 million towards a bonus $200 one-off increase for mental health claims to support more than 2.2 million customers during the pandemic.
• $1 million by providing customers access to 28 by Sam Wood for three months at no cost.

Customers who are no longer active but held an active resident policy between 1 July 2021 and 28 February 2022 will be eligible for a premium delay cashback.

“Given the ongoing uncertainty and evolving situation with the Omicron variant, we’re continuing to monitor very closely any additional support we may need to provide to our customers,” Ms Amos said.

“We remain committed to passing on savings to our customers resulting from the impact of COVID-19. We will continue to assess these impacts on claims in coming months, including any further money to be returned to our customers.”

Ms Amos said Bupa’s priority is keeping health insurance affordable for Australians by providing value for money for customers and continuing to support customers throughout the COVID-19 pandemic.

“We’ve worked hard to absorb costs, with the increase again less than the rise in healthcare costs and the growth in claims.

“Despite the lockdowns we’ve experienced in some parts of Australia, we’ll pay around $6 billion in claims for our customers hospital, medical and other care needs this year.

“We expect to pay even more than that next year with the costs of healthcare continuing to go up. We’re living longer and receiving better quality care, but it comes at a financial cost.

“It’s why we need to keep working with the Federal Government and health providers to lower the cost of medical devices and keeping health care affordable,” Ms Amos said.

The premium increase will come into effect on 1 April 2022. Bupa customers will be contacted individually ahead of that time with their individual premium adjustments which can vary depending on the type of cover and what state they are in.

“We encourage our customers to have a conversation with us to ensure they’re on the best product to suit their health and budget needs,” Ms Amos said.

During the COVID-19 pandemic, Bupa has provided ongoing support, including:

• $120m cash via our giveback program.
• $50 million financial hardship package in the form of premium waivers, policy suspensions and discounts.
• $134 million through a six-month premium freeze for all customers in 2020.
• $8 million by not passing on the October 2020 premium increase to customers suffering financial hardship.
• $5 million towards a bonus $200 one-off increase for mental health claims to support more than 2.2 million customers during the pandemic.
• $1 million by providing customers access to 28 by Sam Wood for three months at no cost.

Customers are advised it is safe to follow the link provided in the communication you receive from us to update your bank details securely. This can be done easily online here. Alternatively, you can also call us on 1300 135 623 to enter your bank details via our self-service portal. Should you wish to talk directly with a member of our team, please call us on 134 135.

Bupa has begun contacting customers advising of the eligible amount that will be returned. Your payment is based on your level of cover (e.g. single, couple or family) and the type of cover you held with us (Hospital and/or Extras) on 30 June 2021. We’ll be providing payments to customers who had private health cover (excluding Overseas Visitors Cover, Overseas Student Health Cover and Ambulance Only policies) with Bupa for at least 90 days at any stage between 1 July 2020 and 30 June 2021.

Protecting your security
As per our Privacy and Security promise, we will never ask customers to directly reply to an email with their bank account details. By visiting the link provided in our email, you will be directed to our secure site, myBupa.com.au/give-back-form, where you can safely provide the required information. Our customers can rest assured the process is secure. To find out more about privacy and security at Bupa, click here: Privacy and Security - Bupa. 

Related information: Bupa customers to receive $120 million cashback in COVID savings, bringing total support to $315 million

Chris Carroll, Bupa Health Insurance Retail Director, said the COVID-19 pandemic has accelerated digital advances with customers increasingly looking for convenience and simplicity in their health care.

“What we’re seeing is our customers becoming increasingly comfortable with technology in their everyday life, and now looking at how they can apply that to their health care experience.

“Telehealth was fast tracked out of necessity at the beginning of the pandemic, and there have been spikes in usage as the states move in and out of lockdowns. But our claims data also shows there is an underlying demand for the service regardless of whether physical appointments are available or not,” Mr Carroll said.

“We’ve also seen record uptake of our new digital membership cards which allow customers to claim by tapping their phone, huge growth in our MyBupa app and an increasing move towards customers contacting us via messaging services like Whatsapp.”

Recognising that customers are increasingly moving towards digital interactions, Bupa has recently started contacting customers with real time SMS updates when waiting on a claim outcome and is looking to continue building improved functionality into the MyBupa app.

Mr Carroll said despite the growing demand for online services, Bupa was still committed to providing in-person options for customers.

“While we’ve been investing in technology and digitalisation for some time now, there is no doubt that COVID-19 has accelerated the customer appetite to interact online. However, we know there are still many customers who prefer to talk with Bupa in person or on the phone, so we continue to have our teams available in our contact centres and in our stores when they are able to open,” Mr Carroll said.

Bupa customers with a compatible device can download their digital membership card here.

Technology by the numbers:

• More than 180,000 Bupa customers have added a digital membership card to their Apple Wallet since they became available just over a month ago.
• MyBupa app views grew by 376 per cent since the launch of digital cards.
• More than 70,000 Bupa customers have registered a digital card preference, opting out of a plastic card entirely.
• Bupa customers have claimed on more than 40,000 telehealth appointments since they became available in March 2020.
• Telehealth demand has remained strong with more than 2,300 claims made in August 2021.
• Psychology remains the most claimed telehealth service, accounting for more than 35 per cent of all claims, while physio accounts for just under a quarter of claims.

Almost 90 cents in every dollar of premiums is returned directly to our customers through claims, but there are a number of factors that mean we need to keep adjusting premiums each year.

Ageing population requiring more health care

The Australian population is ageing, meaning more people are needing health care for longer. Older people live with more health conditions and have a higher rate of chronic disease such as diabetes and heart disease which require ongoing medical care.

Medical technologies are good for our health but costly

Medical advances give us more access to tests and treatments to help achieve better health outcomes and prevent adverse conditions. But technologies like MRIs, genetic testing, devices and implants are costly, and as new innovations are introduced costs will continue to increase.

Australians pay more for medical devices

Medical device prices in Australia are among the highest in the world. Australians pay $5.5 million every day for medical devices. This is an issue we’re tackling with the government on behalf of our customers to help bring prices in line with other countries and pass those savings on through premiums.

Community rating system makes the system equitable for all

Australian health insurance follows a community rating system which means that people on the same product, in the same state, pay the same base premium regardless of their claiming history, age or health status. This is unlike most other jurisdictions around the world. Without community rating, individual insurance premiums for those who have health conditions or older Australians could progressively increase until it became unaffordable for those who need cover the most. The government introduced a community rating system to keep health premiums equitable and accessible for everyone.

What can customers do to minimise their costs?

Customers can keep their premiums down by prepaying their annual premium in full, increasing the excess of their hospital policy and regularly reviewing their policy to make sure they’re not paying for things they don’t need.

What is Bupa doing to help ensure customers get value for their premiums?

At Bupa, we understand that we can’t just accept the higher health care bills associated with new technologies and pass these onto customers. That’s why we do everything we can to get our customers the best value for each dollar, encouraging new and innovative ways of delivering more for less. This includes things like supporting more out of hospital care and working with the health sector and government on identifying ways to address inefficient practices and wasteful spending on low value care.

We know health insurance can be complex, so we’ve created a short video series to help address some commonly asked questions. Take a look at more of our Health Insurance 101 content here.

We’ve created this short video series to help address some of the commonly asked questions our customers have about health insurance and how our healthcare system works.

Creating a true digital wallet experience, customers can also pay for gap payments simply and securely using Apple Pay.

Emily Amos, Managing Director Bupa Health Insurance, said the new card was introduced in response to high demand from customers, who were increasingly using tap payments on their devices.

“We know our customers are using their phones and smartwatches to buy groceries, tap on to public transport and pay for their morning coffees, so it’s no surprise that they now expect to be able to make their Bupa claims with a quick tap of their device,” Ms Amos said.

“We’re always looking to enhance our products and services so they are both good for our customers and good for our planet. With Bupa digital membership cards now available in Apple Wallet, we’re pleased to be reducing the amount of paper and plastic used in the claiming process, while also providing a secure way to make a claim and pay” she added.

Ms Amos said Bupa expects hundreds of thousands of customers will be able to benefit from the new digital card.

“Now more than ever we want to make health insurance simple to use and relevant for our customers. Keeping up with trends in technology and customer experiences is a core part of that.

“New customers can choose to opt out of a physical card and take up the digital option during the sign up process while existing customers can upgrade to a digital card using the MyBupa App. Our teams will be available in our stores, on the phone or online to help with any customer questions.

“For new customers, it also means that once they sign up, they won’t need to wait for a physical card in the mail. From the moment they are a Bupa member, they are ready to tap and claim,” Ms Amos said.

Customers can add their health insurance membership card to Apple Wallet on iPhone and Apple Watch using the MyBupa app. 

Security and privacy are at the core of Apple Wallet. When customers add a health insurance membership card to Apple Wallet, the customer identifier number is encrypted during transmission to the terminal and is then only decrypted by HICAPS and then passed on to the customer’s health insurer. Apple doesn’t receive any information about the health insurance claim as there is a direct, encrypted connection between the user’s device and the HICAPS terminal.

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

Bupa customers using Android phones can also switch to a Bupa digital membership card using MyBupa.

“The COVID-19 pandemic continues to hit Australians hard with 13 million of us now in hard lockdown. In such an uncertain time, we are committed to supporting our customers and working to ease their financial and mental wellbeing concerns wherever we can,” Ms Amos said.

“Whether it’s temporarily suspending their policy or helping them to better understand the mental health support available to them, we encourage customers to discuss the options we have available to help.

“While our Health Insurance stores in parts of NSW, Victoria and South Australia are temporarily closed, we’ve been able to redeploy our team members to provide additional support for our contact centres to make sure they can manage an increase in customers reaching out to us over the phone and online,” Ms Amos said.

Ms Amos said since the beginning of the pandemic, Bupa has been committed to supporting customers both financially and as they grapple with the mental health effects of the ongoing uncertainty.

“While we know financial concerns are hugely important to our customers, the mental health challenges are just as significant and we continue to work hard to make sure our customers have access to the support they need,” Ms Amos said.

“This year we’ve upped mental health Extras limits for the year by $200 for more than 2.2 million customers and after expanding cover to include telehealth last year, we continue to see our customers taking up the digital option for psychology and counselling consultations.”

Ms Amos said that customers should continue to prioritise their health during lockdowns, and not avoid important medical and wellbeing appointments.

“While some healthcare services will be closed, many remain open so it’s important to speak with your provider to understand what your options are. Many services are being offered through telehealth consultations, and we expect to see these claims increase as we did during last year’s lockdowns,” she said.

In 2020, Bupa provided more than $184 million in benefits to customers through hardship support and by deferring premium increases.

Customers can access the financial hardship by contacting Bupa on 1300 884 285.

Let’s start with Medicare…

All Australians have access to the same essential medical care thanks to our universal healthcare scheme, Medicare.

Medicare pays for public hospital services including essential surgeries and medicines, while also supporting the private health system. It also subsidises GP appointments and the Pharmaceutical Benefits Scheme (PBS) which helps to makes many medicines affordable.

And it’s paid for through our taxes in the form of a Medicare Levy – for the majority of people, 2% of their annual income. Those earning more than $90,000 a year, or couples and families earning more than $180,000 a year, without private hospital cover, also pay a Medicare Levy Surcharge (MLS)(an additional 1.0-1.5% depending on your income). Understanding the tax implications of private health and MLS can be confusing, so we’ve pulled together some tips to help navigate your way through it.

If we have a universal healthcare scheme, why would I need private health insurance?

While Medicare is the centrepiece to our world class healthcare system, and covers most Australians for primary healthcare, it doesn’t cover everything.

Taking out private health insurance offers Australians more choice and control over their healthcare options.

With private hospital cover, customers can avoid long waiting lists for elective surgeries in public hospital. They can also access private hospitals for treatment, choose their own specialist or surgeon, have a greater chance of staying in a private hospital room, and may have the option to receive some treatments like chemotherapy, rehab or dialysis at home.

What role does the private system have in making healthcare accessible and affordable for all?

Currently, private health insurance helps to pay for two out of three non-emergency elective surgeries in Australia. Importantly, this takes pressure off our public system, reducing wait times in public hospitals and freeing up hospital beds for people who really need them.

When people opt out of private health insurance, more people are forced into the already overburdened public system, which has the potential to compromise the sustainability of our world-class health system.

A 10 percent drop in private health insurance membership across Australia would mean an additional 1.1 million people become fully dependent on public health system. This could see public hospital waitlists increase by more than 90 percent and it would be likely that taxes and surcharges would need to go up to pay for the additional hospital beds.

For our part, Bupa continues to lobby for customer-focused reforms that will help to ensure our customers receive affordable and personalised healthcare and see value in their private health cover.

While our 30s are often said to be some of the best years of our lives, our bodies will often need a little more attention than our younger carefree 20-something selves.

Perhaps that’s why it’s not surprising to see that osteopath, physiotherapy, chiropractor and remedial massage services were all among the most claimed extras items for Bupa customers aged 30-39 last year. Acupuncture and Exercise Physiology also made the top ten Extras claims.

And with oral health proven to have an important link to overall health, it’s good to see our thirty-something customers keeping up their regular dental check-ups with dental services topping the list of Extras claimed in 2020.

Whether we’re trying to keep up with our younger friends on the netball court or football field, or looking to start a family, it’s an important time to take care of our foundational health for now, and for the future.

When it comes to hospital cover, pregnancy and birth were the highest claims by Bupa customers aged 30-39, with more than half of all mothers giving birth in Australia falling into this age group. Gynaecology and assisted reproductive services were also in the top five.

While taking up healthy habits such as regular exercise and good nutrition can help to prevent some avoidable illnesses or injuries, it’s inevitable we will need healthcare at times. Services relating to the digestive system and cancer treatments were also in the top ten hospital claims for people in their 30s.

In 2020, the top five hospital claims from our customers aged 30-39 were:

• Pregnancy and birth
• Psychiatric services
• Gastrointestinal Endoscopy
• Gynaecology
• Assisted reproductive services

In 2020, the top five Extras claims from our customers aged 30-39 were:

• Dental
• Chiropractor and Osteopath
• Physiotherapy
• Optical
• Remedial Massage

Along with offering more choice and control over your healthcare, having hospital cover could help you avoid the Government’s Lifetime Health Cover (LHC) loading.

Emily Amos, Bupa Health Insurance Managing Director, said that while the technology to enable digital delivery of health services from everything such as physiotherapy and telehealth had been around for several years, it took a global pandemic to move it into the mainstream.

“As we’re seeing in Victoria at the moment, thanks to the pace of adoption last year, the healthcare industry will be able to quickly move back to prioritising telehealth and other digital solutions while they’re unable to see some patients in person.”

Bupa’s latest whitepaper How the pandemic helped healthcare go digital brings together data and insights around take up of telehealth, the impact COVID-19 has had on the digitalisation of healthcare and the outlook for telehealth services in the future.

Ms Amos welcomed the federal government’s extension of telehealth MBS funding until December 2021 and encouraged the government to consider permanent support for the services.

“It’s clear that Australians see value in receiving some of their healthcare delivered digitally, and as recent events have shown, it’s critical that providers have the flexibility to be able to scale up their digital offerings as we continue to adapt to a state of COVID-normal,” Ms Amos said.

“While telehealth claims have seen a drop since the peak of lockdowns in 2020, both our data and MBS data shows there is still a very strong market for healthcare such as psychology, physiotherapy and dietetics to be delivered virtually. We expect telehealth will continue to play an important role in how healthcare is delivered, not just within the current situation but well into the future.”

Perhaps unsurprisingly, Victorians were the highest adopters of digital health services while facing the most prolonged lockdowns.

In the 12 months since telehealth was introduced:

• Psychology was the most common telehealth claim among Bupa customers accounting for a third of overall claims.
• For those aged 50 and above, physiotherapy was by far the most common claim accounting for almost half (47%) of total claims in this age group
• Speech therapy (15 percent of total claims) and dietetics (13 percent of total claims) were also popular.
• Women made more than two-thirds (68%) of the total claims.

“We saw physio services take off as an early adopter of telehealth in April, but as the pandemic rolled on and the mental health impacts began to gain more attention, psychology quickly became the most common claim.

“The use of telehealth varied widely by the age, location and demographics of our customers. This showed that it really is an individual choice for a patient and their practitioner to determine what suits their own healthcare needs best rather than a one-size-fits all,” Ms Amos said.

Ms Amos said that while telehealth wasn’t the right choice in every patient and healthcare provider situation, and wouldn’t replace the value of face-to-face interactions, there are clearly situations where it may provide an important ongoing role in many Australians’ individual healthcare plans.

“As trends towards digitalisation continue and telehealth becomes more embedded in our healthcare system, clinicians and designers of digital health software and hardware will need to collaborate quickly to keep pace with the experiences patients now expect.”

Bupa was the first health insurer to fund ancillary services such as physiotherapy, psychology and occupational therapy via telehealth in 2020 as a result of the impacts of COVID-19, and to commit to ongoing funding based on the popularity.

Download the whitepaper: How the pandemic helped healthcare go digital.

As frontline services continue their incredible work across our community, businesses like Bupa have an increasing and important role to play in providing practical support to those impacted, according to Bupa Customer Advocate Maria Crocker.

“We know that domestic abuse isn’t only physical. Family violence can also involve limiting a person’s access to money, services and controlling their financial decision making.

“We’ve seen situations where health insurance customers have aspects of their cover removed or payments might be stopped altogether without their knowledge. This can be really distressing, particularly when people realise their access to certain health and care services may be restricted or withdrawn.

Bupa has worked with women’s information and referral group WIRE who supported with the development of guidance material for its customer-support teams, with specialised training on how to identify and assist those who may be impacted by family and domestic violence and abuse planned for the near future.

“The training is designed to help our teams identify when abuse may be occurring, be alert to how this may be affecting our customers, and to be proactive in providing support where we can.

“As part of this work, we’ve also made it easier for our team members to adjust a customer’s insurance, making sure they have the cover they’re after while protecting their privacy and safety,” Ms Crocker said.

Bupa’s digital teams have also been equipped with the skills to be able to help customers over WhatsApp or other messaging apps at a time that suits them, recognising that it may not always be safe or easy for customers to have these conversations over the phone.

There are also a number of measures in place, including financial hardship support, to help ease any additional stress for customers who may be experiencing FDVA and to ensure they can maintain the health cover they need.

“We know that abuse can be an extremely triggering topic for many, including our own team members. We have guided our people as they participate in this training by offering one-on-one support, and professional assistance where necessary through our Workplace Wellbeing team. Bupa team members are also entitled to 20 days paid family and domestic violence leave should they need it,” Ms Crocker said.

If you or someone you know is impacted by sexual assault, family or domestic violence, call 1800RESPECT on 1800 737 732 or visit www.1800RESPECT.org.au. In an emergency, call 000. If you are worried about your behaviour, call Mensline on 1300 789 978 or visit mensline.org.au.

“These proposed changes are a win for Australian consumers and will help to ensure fair and affordable healthcare without limiting choice, quality or accessibility of medical devices. We are committed to passing on every single dollar saved through these reforms to directly benefit customers,” Ms Amos said.

“Currently in Australia, a stem used in hip replacements is more than $4,000 or double what patients in New Zealand or the UK pay. In many cases, Australians can pay up to five times what patients around the world pay for medical devices.

“The faster we can implement these changes, the sooner the savings will flow through to customers. We look forward to seeing the full details of the plan and working with government and industry to ensure a fair outcome for Australian consumers,” Ms Amos said.

“The COVID-19 pandemic certainly changed the way children learnt, socialised and entertained themselves with many exposed to screens for many hours a day learning, socialising or relaxing in front of the TV.

“Parents who suspect their child has developed a vision impairment or is experiencing a deterioration of an existing condition should visit an optometrist ahead of the start of Term 1. Something as simple as a pair of glasses or contacts can make a significant and immediate difference to a child’s day to day life and give them the best chance at succeeding at school,” said Karen.

Research suggests one in five Australian children have an undetected vision problem^[1] with many experiencing short-sightedness which can be caused and exacerbated by prolonged screen time, along with reduced time spent playing outdoors.^[2]

It is recommended that all children have their eyes tested before they start school for the first time, this will ensure that there are no underlying issues that may affect a child’s learning. Annual eye-tests are recommended thereafter (or as advised by your eyecare practitioner) to track any changes or emerging problems.

“Unlike many physical conditions, vision impairments can be difficult for a parent to identify, however there are some tell-tale signs a parent can take note of, such as squinting, watery eyes or just general tiredness and an inability to concentrate properly.

“In most cases, these problems can be diagnosed in a matter of minutes with a simple eye test. If glasses or contact lenses are required, they are available in a range of different styles and prices with many children’s glasses options available with no out of pocket costs for Bupa health insurance customers^[3]. The most important thing is not to wait,” said Karen.

Visit your local Bupa Optical store to book an eye test or visit here.

^[1] https://www.optometry.org.au/advocacy_government/us-ahead-of-australia-in-commitment-to-childrens-eye-health/

^[2] https://goodvisionforlife.com.au/2020/05/07/screen-time-versus-green-time-looking-after-your-kids-eyes-during-covid-19/

^[3] Children glasses with safety lens and any frame up to $249 on applicable Extras policies.

Dr Zoe Wainer, Bupa’s Director of Clinical Governance says older Australians are more at risk for various reasons, which can include having a chronic medical condition and taking medication that may interfere with their body's ability to regulate their temperature.

“Anyone can suffer from heat-related illness, but elderly people have a particularly high-risk profile and should be extra vigilant with the help of their family, carers and friends.”

Prevention is the best way to manage heat-related illness, by:

• Staying hydrated - drink plenty of water or other cool, non-alcoholic fluids, though people who are on limited fluids or diuretic medication (fluid tablets) should check with their doctor
• Staying cool - stay out of the sun as much as you can, and keep air circulating around you (e.g. with a fan or air conditioner).
• Taking it easy – rest up, don’t do too much physical activity especially outdoors, and try to keep any activity to cooler parts of the day
• Using sun protection if you do go outdoors - follow ‘Slip, Slop, Slap' guidelines with lightweight clothes, using sunscreen for exposed skin, and wearing a hat and sunglasses.

For elderly Australians and those caring for older people or young children (who are also at a higher-risk), if symptoms of heat stress are detected the first step is to move the person to a cooler, less humid environment.

“Some obvious signs of heat distress are light-headedness, confusion and general weakness. If not attended to, heat stress can lead to heatstroke which is a medical emergency that requires urgent attention,” said Dr Wainer.

Heatstroke is characterised by paleness, sweating, rapid heart rate, muscle cramps (usually in the abdomen, arms or legs), headache, nausea and vomiting along with dizziness or fainting.

Follow the first aid measures^[2] below in the event that the following signs & symptoms and consult a doctor and/or emergency services when required.

Light-headedness/dizziness and fainting 

• Get the person to a cool area and lay them down.
• If fully conscious and no signs of heatstroke, increase fluid intake.

Heat exhaustion 

• Get the person to a cool area and lay them down.
• Remove outer clothing.
• Wet skin with cool water or wet cloths.
• Increase fluid intake if they’re fully conscious and show no signs of heat stroke.
• Seek medical advice.

Heat stroke

• Call triple zero (000) for an ambulance.
• Get the person to a cool, shady area and lay them down while you're waiting for emergency medical help.
• Remove clothing and wet skin with water, fanning continuously.
• Do not give the person fluids to drink.
• Position an unconscious person on their side and clear their airway.
• If medical attention is delayed, seek further instructions from ambulance or hospital emergency staff.

“When temperatures drop, it’s important people don’t let their guard down as the UV index can remain extreme, even in mild conditions.

“In addition, if you notice any suspicious, new or changing spots on your body that may have been caused by the sun, don’t hesitate to get them checked… it could literally save your life,” said Dr Wainer.

^[1] Australia State of the Environment 2016.

 ^[2] Victorian Government’s Better Health Channel – Heat stress and heat-related illness.

Media reference number: 20/110

To help people save on their festive shopping while encouraging healthier habits, Bupa customers can collect three points for every dollar spent on fresh fruit and vegetables and Macro Wholefoods Market products at Woolworths for the first 60 days after linking their Everyday Rewards account^[2]. These extra points can be redeemed for instant savings on future shops. Bupa customers will also be able to take advantage of a range of exclusive offers throughout the year.

Emily Amos, Managing Director of Health Insurance at Bupa said customers have banked millions of extra Everyday Rewards points since the partnership launched in September.

“We know that during stressful times, people’s diets can suffer as they lose the motivation to cook or shop for healthy ingredients. For this reason, we are proud of the role we are playing in encouraging healthy eating during the COVID-19 pandemic and beyond.

“With COVID-19 restrictions easing across the country, we hope these savings can help our customers create festive meals for their families and ensure they are stocked up with essential summer supplies. It is so important we are able to come together and celebrate at the end of a challenging year,” Ms Amos said.

Research suggests the pandemic has reinforced the public’s focus on fresh, healthy eating with more than 40 per cent of Australians cooking more in 2020​​^[3], a habit that can lead to healthier eating.

For those looking for ways to keep healthy over the festive season, Bupa nutritionist Jenny Boss has shared her top 5 healthy eating and cooking tips:

1. Eat before the party. If you arrive hungry, you’re far more likely to overeat on party food. Before you leave home have a small snack that combines healthy carbs with protein, such as apple slices with peanut butter or cottage cheese on wholegrain crackers.

1. Keep fruit and veg within easy reach. Surrounded by tempting leftovers? Make the healthy option a no-brainer by storing a container of chopped, colourful fruit and veg at eye level in your fridge.

1. Don’t quench your thirst with alcohol. Alcohol is a diuretic, which means it will dehydrate you. Stay hydrated if you’re drinking by alternating alcoholic and non-alcoholic drinks, such as sparkling water with fresh fruit or a squeeze of lemon juice.

1. Have a platter strategy. Finger food can make it hard to keep track of what you’re eating, so opt for unsalted nuts and seeds, veggie sticks with hummus, and wholegrain crackers and cheese.

1. Celebrate without guilt. Christmas Day isn’t the time to worry too much about what or how much you’re eating. After a challenging year, it’s a day to celebrate with the foods you love and the people close to you.

For more information on the offer visit here.

Media reference number: 20/106

^[1] https://www.retail.org.au/post/2020-christmas-retail-sales-set-to-grow-2-8-to-54-3-billion

^[2] Only domestic Bupa health insurance policyholders (excluding Ambulance Only) who reside in Australia are eligible for this offer

^[3] IPSOS. Woolworths Food & Health Survey. 2020

COVID-19 has accelerated the delivery and take-up of telehealth which was originally estimated to become a fixture of the Australian healthcare system in 2030^[1].

Bupa’s Managing Director of Health Insurance Emily Amos said the company decided to fund telehealth services for popular Extras such as physiotherapy and psychology during the early stages of COVID-19. Since March 2020, Bupa has funded over 21,000 consultations delivered via telephone and videoconferencing valued at over $1 million in benefits.

“Initially the decision was about making sure customers could continue to access healthcare uninterrupted during lockdown periods. However, we were the first health insurer to acknowledge that there was no turning back, telehealth was popular and it was here to stay,” Ms Amos said.

“The Federal Government’s announcement on telehealth represents a significant step forward in listening to the market and placing patient experiences at the centre of healthcare reform.”

During recent years, Bupa has expanded its out-of-hospital treatment coverage for new and innovative models of care related to common treatments such as rehabilitation, chemotherapy and mental health. The provision of services at home helped deliver more positive patient experiences with the same clinical outcomes.

“Just like a mobile phone is no longer something you only make calls with, 2020 has shown us that a home can be a hub for far more than just family life. It can be an office, a classroom, a gym and significantly, a place to receive healthcare.

“Leveraging the flexibility that comes with remote healthcare is vital for attracting tech-savvy young Australians to private health insurance who have grown up using apps and smartphones for everything from ordering food to dating,” Ms Amos said.

To further enhance flexibility in healthcare and reduce unnecessary costs, Ms Amos called for greater collaboration between health insurers, government, hospitals and health professionals.

“The only way we can help customers to claim on more flexible, personalised, home and community-based healthcare options delivered outside of expensive hospital settings is through clever reform that looks beyond the rules and practices developed last century.

“New reforms that give people more choice of where and how they receive healthcare will enable us to expand our home treatment coverage even further, keep premiums down and put the customer back in charge of their own health,” said Ms Amos.

^[1] https://www.health.gov.au/ministers/the-hon-greg-hunt-mp/media/doorstop-interview-on-27-november-2020

Media reference number: 20/103

Data from health insurer Bupa reveals this is the first time Victoria has reached this mark since COVID-19 elective surgery restrictions commenced nationally in March at which point eligibility checks dropped by approximately 60 per cent.

Bupa’s Managing Director of Health Insurance, Emily Amos said this was a significant sign that community confidence had been re-established in Victoria following the easing of restrictions and a strong rebound in other states earlier in the year.

Ms Amos said Victorian elective surgeries resumed in mid-September with a sharp increase in bookings, but it was only as the broader community reopened and confidence returned that surgery queries eclipsed last year’s levels.

“We know there have been some members of the community who may have chosen to stay away from hospitals while COVID remained active, even once elective surgery resumed,” Ms Amos said.

“It’s encouraging to see that community confidence is coming back and people are comfortable heading back to their doctors and into hospitals to have their operations.

“Any surgery impacted by the elective surgery bans arising from COVID was only ever going to be delayed rather than cancelled. We recognised this and have kept funds aside to cover this delay in procedures,” Ms Amos said.

Bupa claims data has also revealed the average benefit paid for many procedures such as knee and hip replacements is higher than 2019, reinforcing the longer-term trend of healthcare costs growing at a higher rate than health insurance premiums.

Ms Amos said that the latest APRA health insurance data shows the priority must remain keeping care accessible and affordable against a backdrop of an uncertain economic environment and a public system that is seeing wait lists blow out to over 1.5 years for common elective procedures.

“During the economic crisis caused by COVID-19, we worked hard to keep as many people insured as possible. A major part of this was deferring premium increases by 12 months for around 40,000 Bupa customers on the Government’s JobKeeper or JobSeeker programs.

“While premium support has helped slow the rate of discontinuances in the industry, it does not address long-term affordability issues. Now more than ever, all players in the private health system need to work together to ensure that patients aren’t left holding a bigger bill, whether that be a direct bill or higher insurance premiums for the same amount of cover.

“This means greater collaboration amongst stakeholders such as government, private hospitals, doctors and medical device companies to minimise waste while ensuring customers are at the centre of all reform efforts. As funders of health care, health insurers have the strongest incentive to keep customers well and deliver optimal patient outcomes,” Ms Amos said.

Media reference number: 20/100

^[1] According to Bupa eligibility check statistics.

Bupa’s Acting Director of Customer Growth, Adrian Kemp said it's great to interact with customers face-to-face in stores around Australia and to see so many Bupa employees back at their usual work.

“While temporary closures have interrupted our ability to support people in-store at different times, we viewed these interruptions as opportunities to innovate and reimagine customer service.

“With a focus on career development and boosting our customer service capabilities across all touchpoints, we upskilled our most of our staff with three or four new digital capabilities. This allowed us to work flexibly and meet customers changing needs,” said Mr Kemp.

Retail staff during the April and August lockdowns were redeployed into a range of new positions including hardship processing roles with over 38,000 direct conversations taking place and digital messaging where over 100,000 conversations have taken place over iMessage and WhatsApp.

“With so many Australians working from home, we saw more people take advantage of digital messaging which enabled them to avoid commuting to retail stores and potentially being put on-hold when calling our contact-centre.

“By meeting our customers where they are, we have been able to help customers through what has been an extremely challenging period while also increasing satisfaction levels,” said Mr Kemp.

In order to speed up service times in retail stores outside of Victoria, Bupa has also developed a ‘Virtual Consultant’ solution that has seen Victorian retail staff serve customers face-to-face in-store via video chat.

What began as a trial in one South Australian store with a single Bupa consultant has since grown into a team of 10 that provide virtual support into stores across SA, WA and Queensland where in-store traffic has bounced back strongly.

“When it comes to the in-store experience, engaging with the customer and reading their reactions is really important as staff can pick up on concerns or misunderstandings and provide reassurance where needed through reading subtle facial expressions.

“To date, the response has been extremely positive with many customers noting that it was just like speaking to a physical person... This is a great example of how we have adapted, innovated and laid the foundations for the future over the past 6 months,” says Mr Kemp.

The first phase of Bupa’s Victorian store reopenings began on Monday 5 October with its stores in Regional Victoria (Geelong, Bendigo and Ballarat). All remaining Victorian retail stores, including a new Swanston Store (195 Swanston St), will reopen on Thursday 5 November. Bupa’s Sunshine store will not reopen with local customers encouraged to visit Highpoint for all their health insurance needs.

All Bupa health services including dental, optometry and audiology are currently open with additional safety measure in place.

As government restrictions ease in metropolitan Melbourne, Bupa is also pleased to announce its support for the ‘Let’s Melbourne Again’ campaign as a Founding Partner. ‘Let’s Melbourne Again’ is an initiative led by a group of passionate organisations who are working together to rebuild confidence, creativity and hope in the city of Melbourne through a range of offers and activations.

Media reference number: 20/098