LifeStar Limited acts as an insurance agent for Bupa Global Designated Activity Company (Bupa Global DAC), which has passported its services through the European Passport Rights for Insurance and Reinsurance Undertakings. LifeStar Health Limited is registered as an insurance agent and is authorised and regulated by the Malta Financial Services Authority, of Notabile Road, BKR3000, Attard, Malta, and subject to limited regulation by the Central Bank of Ireland. Registered office: LifeStar Health Limited, Testaferrata Street, Ta' Xbiex XBX 1403, Malta. Company Registration No. C6393.

Bupa Global DAC, trading as Bupa Global, is a designated activity company limited by shares registered in Ireland under company number 623889 and having its registered office at Second Floor, 10 Pembroke Place, Ballsbridge, Dublin 4, DO4 V1W6. Bupa Global DAC, trading as Bupa Global, is regulated by the Central Bank of Ireland.

Directors: M. Potkins (British), C. Heery, M.G. Duffy, M. Fulton, D. Swanton and T. McHarg (Australian).

In the event of a complaint, who you complain to and how you complain is dependent on the product you have purchased and the subject of your complaint.

If you are unsure if you have a concern which relates to a Bupa Malta product or a Bupa Global product, please contact the Bupa Malta Customer Helpline on +356 21 342 342 who will be able to advise you further.

In you have comments or concerns about the about the sale and promotion of a Bupa Malta product, then you should contact our Agents in Malta, LieStar Health Limited by writing to them at the address below:

The Customer Service Manager, Bupa Malta c/o LifeStar Health Limited
Testaferrata Street,
Ta’ XbiexXBX 1403,
Malta

Complaints Procedure for Bupa Malta Products

We’re committed to providing you with a first-class service at all times and we’ll make every effort to meet the high standards we’ve set. If you feel that we’ve not achieved the standard of service you would expect or if you’re unhappy in any way, then please get in touch.

By phone:
+356 21 342 342

By email:
bupa@lifestarinsurance.com

In writing:
Branch Manager,
Bupa Malta,
LifeStar Health Limited
Testaferrata Street,
Ta’ XbiexXBX 1403,
Malta

In your communication please quote your policy number and identity card number and send us copies of any relevant documentation together with a detailed description of your complaint.

How will we deal with your complaint and how long is this likely to take?

Within five working days of receipt of your complaint we will send you a written acknowledgment which will include the next steps we will take to resolve it. If we are unable to resolve your complaint within two weeks of receipt of your complaint, we will inform you of the causes of delay and indicate by when the investigation is likely to be completed and the complaint resolved.

Your complaint will be dealt with confidentially and won’t affect how we treat you in the future.

Taking it Further

If we can’t settle your complaint you may be able to refer your complaint to either the Office of the Arbiter for Financial Services or the Irish Financial Services and Pensions Ombudsman.

To contact the Office of the Arbiter for Financial Services you can write to them at 1st Floor, St Calcedonius Square, Floriana FRN 1530, Malta, or contact them by e-mail at complaint.info@financialarbiter.org.mt or by telephone on +356 21 249 245 (Freephone: 8007 2366). The Office of the Arbiter for Financial Services will not be able to start reviewing your complaint until the payment of the case fee (€25) has been made.

To contact the Irish Financial Services and Pensions Ombudsman you can write to them at Lincoln House, Lincoln Place, Dublin 2, D02 VH29, Ireland, or contact them via email at info@fspo.ie or call them on +353 1 567 7000. For more information you can visit their website, www.fspo.ie

The European Commission also provides an online dispute resolution (ODR) platform which allows consumers who purchase online to submit complaints through a central site which forwards the complaint to the relevant Alternative Dispute Resolution (ADR) scheme. For more information about ODR please visit http://ec.europa.eu/consumers/odr/

Complaints Procedure for Bupa Global Products

For comments and complaints about a Bupa Global product, we would ask you to call the Bupa Global Customer helpline on +44(0) 1273 323 563, which is open 24 hours a day, 365 days a year. Alternatively, you can write to:

The Head of Customer Relations
Bupa Global
Victory House
Trafalgar Place
Brighton
BN1 4NF
United Kingdom

Taking it further

It is very rare that we cannot settle a complaint. However, if having contacted us you remain dissatisfied, you may be able to refer your complaint about your Bupa Global Product to:

The Financial Services and Pensions Ombudsman (FSPO)
Lincoln House
Lincoln Place
Dublin 2
DO2 VH29
Ireland

Referring a complaint to any of the above bodies shall be without prejudice to your right to take legal proceedings.

Talk to us about your options

 

Call us today on: 21 342 342

We are here for you Monday to Friday 8am to 5pm.



Get in touch via email

Contact our client assistance team with your query or request a callback from one of our health insurance specialists.
LIFESTAR HEALTH LIMITED

LifeStar Health Limited acts as an insurance agent for Bupa Global Designated Activity Company (Bupa Global DAC), which has passported its services through the European Passport Rights for Insurance and Reinsurance Undertakings. LifeStar Health Limited is enrolledid as an insurance agent under the Insurance Distribution Act, Cap 487 of the Laws of Malta and is regulated by the Malta Financial Services Authority of Notabile Road, Attard BKR 3000, Malta and subject to limited regulation by the Central Bank of Ireland.

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