BUPA – Health Insurance

Client overview

Bupa is the UK’s leading provider of health insurance. psHEALTH developed a digital infrastructure for better and speedier management of pre-authorisation of treatment, leading to a better journey for Bupa’s customers and reduced back-office costs.


  • Time consuming management of independent expert panel
  • Decision rules were developed, but reliance on manual checking
  • New authorisation process, but largely manual workflow


  • Expert panel integrated via web portal
  • Use of treatment specific algorithms and processes
  • psHEALTH automated workflow ‘live’ in 5 weeks


  • Consistent process, less human error
  • Quicker response resulting in better customer experience
  • Significant reduction in FTE