BUPA private health insurance query


This seems like a simple query, but I can’t seem to find the answer no matter how much I search here or elsewhere.

My wife is having a lot of problems with her health insurance with BUPA (via a company program). They seem to be declining things (mental health care) orally and not putting anything in writing, which makes it hard to challenge. And when they do call my wife to tell her things are declined, she gets extremely distressed and cannot take it all in.

My question is: what is the appropriate way to deal with health insurance refusals (which are based on their flawed interpretation of the treatment proposed with regards the policy exclusions)? I know we can go to the Financial Ombudsman after eight weeks, but I’m hoping there’s some form of established procedure to handle things internally – preferably in writing. Can anyone advise?

Many thanks.


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