Bupa's online chat platform attracts record number of users

Health insurance provider Bupa has reached a landmark 400,000 users on its digital chat platform — since it was founded in 2015.

Initially intended to be a simple website chat function, overseen by just four people, the tool has since soared in popularity and is now managed by a team of 30.

Nicholas Blatt, Bupa’s General Manager of Digital & Enterprise Growth, said usage has grown at an impressive pace over the past five years, with COVID-19 further accelerating uptake.

When nationwide social distancing regulations began in March 2020, Bupa broke a monthly record, with more than 12,000 chat sessions. Today the company’s customer service chat team is having around 1000 conversations per day.

“With so many Australians working from home more people have chosen to take advantage of the flexibility of digital messaging, which enables them to avoid commute times to retail stores or potentially waiting on hold when calling our contact-centre,” Blatt said.

“The ability to do other things like work or tend to household duties while engaging with our chat consultants is certainly being appreciated at this time.

“Beyond health insurance, we are now also offering general insurance and aged-care customers the ability to interact via webchat messaging,” he continued.

“Looking forward we’re exploring how we can leverage tools like Google Assistant, Siri and Alexa, which will mean customers can purchase a policy or have their enquiry resolved without having to pick up their device.”

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