Expatriation Just Vanished!

TUTTL/BI-3091-4000-2800

13440

3 July 2009

Mr Terrero Saco emailed to jrterrero@mail.com

The Customer Services Department BUPA International Russell Mews Brighton Sussex BN1 2NR United Kingdom Telephone +44(0) 1273 323 563 Fax +44(0) 1273 820 517 Email info@bupa-intl.com Open 24 hours a day 365 days a year www.bupa-intl.com

Dear Mr Terrero Saco

Complaint reference number 13440

Thank you for your email dated 29 June 2009. I am sorry for the delay in replying.

I understand that you are unhappy that the hospital where you received out-patient treatment has asked you to pay their accounts and for you to reclaim these costs from us, and that we were unable to pre-authorise treatment for you.

Also you have raised concerns about the evacuation process, our membersworld website, and a salary insurance scheme.

I will try to address each of the points in the order that you have raised them.

We do have agreements with some doctors and hospitals whereby we can settle accounts for treatment on our members behalf, however, this is rarely available for treatment provided on an out-patient basis.

I believe my colleague Darren Robson has explained to you in a previous email that we are unable to pre-authorise out-patient treatment and arrange direct settlement of accounts for this type of treatment.

In addition I understand that Darren also explained that we had experienced some difficulties with our membersworld website. These unfortunately had been caused by our installation of a new system designed to improve the information available on the website.

I hope you have received the claim forms sent as attachments to previous emails, and I can assure you once we receive your fully completed claim forms, with the invoices and receipts detailing the treatment provided, it will assessed as quickly as possible and we will arrange for payment to be made to you.

Moving onto your query about the evacuation cover available to you as part of your plan with us.

You have mentioned that you had an accident whilst working on an offshore rig and you were taken to the Congo for treatment.

From the details you have given, I have concluded that you were evacuated from the offshore rig, and transported to the Congo by arrangements made through your employer.

Although Bupa International does provide you with evacuation cover, there are certain situations and locations that are impossible for us to provide this service from, such as an oil rig.

We do explain more about this in your membership guide under section 4 Assistance cover.

I am sorry I am unable to help you with your query about salary insurance, as this is not something we as a medical insurance provider offer. May I suggest that you speak with your company human resources department, as this insurance may be something offered directly by your company.

I hope I have been able to answer all of the concerns you have raised.

In line with our complaints procedure, I need to ensure you are satisfied with my response and that the issues you raised have been resolved. I do hope that this is the case. I would be very grateful if you could confirm this by completing the attached slip and returning it in the pre-paid envelope enclosed.

If you feel unhappy with my response and wish to take your complaint further, please write to the Head of Customer Relations at the above address within 8 weeks from the date of this letter. Alternatively, you may prefer to telephone, fax or email via the contacts detailed above, quoting your membership number and complaint reference number. If we do not receive a reply within 8 weeks from the date of this letter we will close the complaint.

If you remain unhappy after our final reply you may refer your complaint to the Financial Ombudsman Service within 6 months. Their contact details are; South Quay Plaza, 183 Marsh Wall, London, E14 9SR, telephone +44 (0) 207 965 1000

Kind regards

Mrs Lynn Tutt

Customer Relations Advisor

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TUTTL/BI-3091-4000-2800

Complaint reference number 13440