Bupa Achieves Significant Financial and Operational Progress
Bupa has reported substantial financial and operational gains for the year ending 2024, highlighting advancements in customer engagement, digital health expansion, and profitability. The healthcare group disclosed a total revenue of £16.9 billion, representing a 16% increase from the previous year. Underlying profit before tax rose by 59% to £914 million.
Customer Growth and Digital Expansion
The global insurer and healthcare provider reported that customer numbers exceeded 60 million, significantly bolstered by its digital health platform, Blua, which now supports nearly 7.5 million users. The growth in digital engagement and service delivery was instrumental in advancing the company’s strategic goals in healthcare accessibility and customer-centricity.
Group chairman Roger Davis expressed encouragement regarding the financial performance and strategic delivery across various markets. “Bupa has delivered a strong set of financial results, and our businesses are delivering on our strategy,” he stated. A notable development in 2024 was Bupa’s acquisition of a majority stake in Indian insurer Niva Bupa, which has been consolidated into the group’s results.
Digital Innovation and Customer Satisfaction
Chief executive officer Iñaki Ereño emphasized the company’s focus on operational transformation and digital innovation. “Our strategy is centered on digital transformation, enhancing the customer experience, and making Bupa an even better place to work – all while growing our business and contributing positively to society,” he explained. The company reported that 92% of its business units recorded higher net promoter scores, a key metric for customer satisfaction.
Bupa’s digital strategy continues to gain momentum, with 46% of funding customers interacting via digital platforms by year-end. The telehealth platform Blua facilitated over 6.5 million consultations during the year, supported by a network of more than 16,700 clinicians. On the insurance side, the group reported a 27% year-over-year increase in health policyholders, reaching approximately 38 million.
Regional Performance
In the Asia-Pacific region, Bupa observed a 13% revenue increase to £6.3 billion, attributed to growth in Australian health insurance, increased utilization of health services, and occupancy gains in aged care. Regional CEO Nick Stone noted that customer initiatives and service enhancements drove much of this improvement.
In the UK and international business segment, revenue rose by 22% to £5.2 billion, largely due to the integration of Niva Bupa and higher customer volumes across dental, health services, and insurance segments. Chief Financial Officer James Lenton highlighted strong investment returns and cost discipline as key contributors to the group’s improved profitability.
Environmental and Social Goals
Bupa also reported progress on its environmental and social goals. The Healthy Cities initiative engaged over 60,000 participants globally in health and sustainability challenges. Additional initiatives included reducing single-use waste and launching nature-focused investments.
As Bupa concludes its 3×6 Strategy, it is transitioning to its new “3×100 Strategy” for 2025-2027, aiming to build on existing momentum in digital adoption, customer service, and sustainable healthcare delivery.
