Top 100 UK Insurers 2025: Bupa

Q&A with Chris Carroll, CEO of Bupa Insurance

What has been the biggest challenge your company has faced in 2025?

The healthcare landscape is evolving rapidly. In response, we accelerated the rollout of our Connected Care model, which integrates digital and in-person health services with our insurance products.

This approach enables customers to access care more easily, receive personalised support and experience a seamless healthcare journey. By bridging the gap between funding and provision, we’re making healthcare more convenient.

What has been your company’s greatest achievement in 2025?

We were the first UK insurer to give customers access to a tiered suite of DNA testing with genomics products that truly enable personalised health plans and preventative action on health.

Through the launch of our genomic health pilot and DNA medication and health checks, we move to more preventative healthcare and personalised health plans.

What is your plan to grow the business?

Our growth strategy is anchored in our ambition to be the world’s most customer-centric healthcare company.

This means delivering excellent service, frictionless access and high-quality care. In 2025, we launched the 3x100 Strategy, which focuses on supporting 100 million customers globally; achieving a net promoter score of 100; and building a complete customer dataset to enable personalised care.

What is your strategy for attracting and retaining top talent in the insurance sector?

We’ve introduced Connected Careers, a people-first approach to career development that empowers our people to grow and thrive across our global business.

This is helping to create meaningful connections across our insurance and health provision businesses, enabling our people to gain broad exposure, develop new skills and deliver even better outcomes for our customers.   

What recent technology investment has had the biggest impact on your operations?

The Bupa Health app continues to transform access to care, allowing customers to consult GPs, nurses, pharmacists, physiotherapists and mental health professionals remotely.

We now have more than 8.1 million Bupa customers globally.