Driving growth and supporting more customers than ever before
Iñaki Ereño, Group CEO, commented: "This year we served more customers1 than ever before, making high quality healthcare accessible to more people. We've made progress on Connected Care2, our strategy to connect customers in every market to both insurance and provision (physical or digital), opening over 100 new health provision sites around the world and increasing the number of customers using Blua, our digital healthcare solution. Thank you to our customers for choosing Bupa and to our colleagues, who are committed to driving Bupa’s new 3x100 Strategy. You are helping us to go further and faster in delivering Bupa's ambition to be the most customer-centric healthcare company in the world.”
Performance headlines
- Insurance customers increased by 14% to 47.1m, health provision customers increased 6% to 20.7m and aged care closing occupancy remained high at 94%.
- As a result of this strong customer growth, revenue3 increased by 11% to £18.2bn and underlying profit4 increased by 16% to £1,009m at constant exchange rates (CER).
- Statutory profit before tax of £970m was flat at actual exchange rates (AER), as underlying profit growth at CER was offset by foreign exchange impacts and greater favourable one-off items in the prior year.
- Solvency II capital coverage ratio of 187% is above the top end of our working range, reflecting our strong capital position underpinned by the short-duration profile of our insurance liabilities.
Strategic progress
- We remain focused on providing a world-class customer experience while continuing the transformation of Bupa by building our data and digital capabilities.
- We now serve 68m customers, more than ever before, reflecting the strong progress behind Bupa's 3x100 strategy launched in January 2025.
- Driven by our ambition to be the world's most customer-centric healthcare company, we implemented 14,800 customer experience improvements in 2025 driving an NPS5 increase of +5.2pts, reaching a global average NPS score of 71.9.
- We made progress on Connected Care in every market, adding over 100 health provision sites and increasing registered Blua customers to 8.7 million.
- Our growth and strong financial performance enable us to provide more and better healthcare for our customers, and allows us to invest in innovation. This includes reinvesting in strategic projects that align with our purpose:
- We have 52 Mindplace health centres6 open, expanding fast with 46 launches in 2025, so more people can access high-quality mental healthcare.
- We have launched genomics products in Spain, UK, Poland and Australia. Through our genomics programme, we have already delivered 28,800 genomic reports providing people with valuable insights and better enabling preventive and personalised care.
- Our overall people engagement score was 84, exceeding Microsoft Glint's high-performing (top 10%) external benchmark by three points, reflecting the significant level of alignment and engagement across the organisation.
- Under our refreshed sustainability strategy, Better World, we have supported7 over one million people through our global Healthy Cities programme, and have reduced our scope 1 and 2 (market-based) emissions by 62% since 2019.
Read the Bupa Group 2025 full year financial results statement.
Enquiries
Media - Duncan West (Corporate Affairs): [email protected]
Investors - Gareth Evans (Treasury): [email protected]
About Bupa
Established in 1947, Bupa's purpose is helping people live longer, healthier, happier lives and making a better world. We are an international healthcare company serving 68 million customers worldwide. With no shareholders, we reinvest profits into providing more and better healthcare for the benefit of current and future customers. Bupa has businesses around the world, principally in Australia, the UK, Spain, Poland, Chile, Hong Kong SAR, India, Türkiye, Brazil, Mexico and New Zealand. We also have associate businesses8 in Saudi Arabia.
1 Our customer definition has been updated to align with our 3x100 Strategy. Customers (which includes 100% of the customers of our Associate Businesses) are defined as the number of Bupa products or services that an individual chooses to access, whether funded personally, by their employer or other affinity – where they have the option to choose a non-Bupa alternative. The difference between the previous and current definition is not materially different in total.
2 Connected Care is our strategy which links health funding and both digital and physical provision together to provide one seamless customer journey.
3 Revenue calculated based on the aggregation of ‘insurance revenue’ and ‘total non-insurance revenue’ as shown in the Consolidated Income Statement. For Constant exchange rate (CER), financials are the retranslation of the prior year Actual Exchange Rates (AER) financials based on the current financial year’s average rate.
4 Underlying profit is a Non-GAAP financial measure. A reconciliation to statutory profit before taxation can be found in the notes to the financial statements.
5 Based on business unit average.
6 Our mental health centres are branded as Harmonia clinics in Poland.
7 We count all KPIs towards the one million people supported using a B4SI-aligned methodology. “Supported” means individuals who have actively engaged, participated, or benefited from Bupa-led or Bupa-supported initiatives that improve people and planet health.
8 Refers to Bupa Arabia and My Clinic.
