When you book an online doctor appointment using Blua
Bupa partners with Doctors on Demand Pty Ltd (“Doctors on Demand”) and Pack a Pill Pty Ltd (“Hola Health”) in order to provide you with access to online doctor appointments.
Apart from Overseas Student Health Cover customers, if you are eligible under your Bupa health insurance policy for benefits for online doctor appointments
If you are eligible for benefits for online doctor appointments under your Bupa health insurance policy you may receive services from Doctors on Demand.
To make an appointment via Blua, you will be required to provide certain information, including your Bupa membership number, reference number and date of birth. Doctors on Demand will also collect information from you during the booking process and during an appointment. Please refer to Doctors on Demand’s Privacy Policy for more information about how they will handle your personal information.
We also collect your personal information from Doctors on Demand about the general consultation services you obtain via the Blua platform including information relating to the booking and claims information.
Overseas Student Health Cover customers and other customers
If you are on Overseas Student Health Cover or are not eligible for benefits for online doctor appointments under your Bupa health insurance policy, you may receive services from Hola Health.
The personal information you provide as part of the booking process and during an appointment is collected by Hola Health. Please refer to Hola Health’s Privacy Policy for more information about how Hola Health handles your personal information.
Bupa may also collect your information from Hola Health, including information relating to booking, billing, complaints and post consult survey information as well as any personal and health information related to your use of the service or provided during an appointment. This is for the purpose of enabling you to use the service.
We also collect aggregated, de-identified data from Hola Health about how the online doctor appointment service to help us to improve and further develop the service.
When you sign up for Blua Chemist Delivery
Bupa partners with Chemist2U Australia Pty Ltd (“Chemist2U”) to provide you with Blua Chemist Delivery.
When you sign up for Blua Chemist Delivery via myBupa, Bupa HI Pty Ltd shares your name, email address and mobile number (from your health insurance policy) with Chemist2U. This information is used to create your Blua Chemist Delivery profile. Other information you provide while using Blua Chemist Delivery is collected by our partner, Chemist2U. Please refer to Chemist2U’s Privacy Policy for more information about how Chemist2U handles your personal information.
We also collect aggregated, de-identified data from Chemist2U about how Blua Chemist Delivery is used in order to improve and further develop the Blua Chemist Delivery service.
When you use Blua My Genomics
Blua has partnered with Eugene Labs Pty Ltd (“Eugene”) to offer you Eugene’s reproductive screening services.
When you sign up with Eugene, you create a profile with Eugene and Eugene collects certain personal information and sensitive information about you. Please refer to Eugene’s Privacy Policy for more information as to how Eugene handles your personal information. Blua receives de-identified information from Eugene about the use of the Eugene services.
When you use the Blua app
When you use the Blua app, we may collect information from you for the purposes outlined below:
- your name, date of birth and email address – to create your Blua profile;
- for Bupa health insurance members, your address, details of the insurance policy you hold (not the claims you have made), length of your membership and Bupa Life Rewards Loyalty Tier – to personalise your experience in the app and to assess your eligibility for offers and rewards and to personalise in-app offers and promotions;
- your sex assigned at birth and whether you identify as Aboriginal or Torres Strait Islander – to ensure the accuracy of personalised health recommendations, insights and resources, which can be impacted by these factors;
- if you take part in a corporate challenge, your team and display name – to share your challenge progress with your team and organisation; and
- when you connect your Bupa Wellness account, a list of the Bupa Wellness services you’re eligible for – to display these to you in the app; and
- data from your wearables devices (if you choose to connect them) and your health history, health status, and lifestyle factors that you input into the app – to monitor and track your challenge and habits progress and personalise health recommendations, insights and resources.
We will primarily collect your information from you directly when you interact with the Blua app. However, if you are a Bupa Health Insurance customer, we may collect some of your information directly from:
- Bupa Health Insurance at the time you register for the Blua app using your Bupa digital identity account; and
- Bupa Wellness at the time you connect your Bupa Wellness account.
Blua AI
Blua AI is designed to provide general health information, not personalised advice. You should not enter personal information into Blua AI. If you do enter personal information into Blua AI Health Assistant, the tool will take steps to redact it as much as possible, but some personal information may persist in conversation logs. These logs will be stored by Blua (Bupa Telehealth) in a secure environment, for up to six months. These logs may be reviewed for quality control purposes, and may be analysed by Blua for product development and improvement purposes.
The large language model (LLM) that powers Blua AI is instructed not to use personal information, unless you use the appointment booking functionality. Your interactions will not be used to train the AI Assistant or any other AI tool and will not be disclosed to Anthropic or any other company within the Bupa group.
Appointment booking
If you instruct Blua AI to book an appointment for you, the personal information you provide in relation to your booking will not be redacted, and will be processed by Claude/Anthropic for the purpose of booking your appointment, and will be disclosed to the Bupa entity providing the booked service, such as Bupa Dental.
Blua AI is powered by Claude, which is developed by Anthropic. This tool uses Constitutional AI (rules based, self-reviewing) to understand your questions and provide suitable resources, taken from clinically approved materials. While the resources used to inform the AI tool are regularly reviewed and maintained by a team of healthcare experts, each output from the AI tool is not subject to human review. These responses are intended to be general information only - they are not a substitute for individual medical advice from a healthcare professional, and do not take account of your individual circumstances.
If you are using Blua AI in the Blua app while not logged in, we take steps to keep your interactions anonymous, by redacting personal information as much as possible. If you use Blua AI while logged in to your Blua account, your responses will remain in the chat window for 7 days but are not linked to your account after that period. If someone else logs in to your Blua account within that 7 day window, they will be able to see your interactions with Blua AI.
Blua AI outputs may guide you to Blua and Bupa programs and services.
When you use the Blua Health Coaching Portal
When you use the Blua Health Coaching Portal (Portal), we will collect the information you provide in the Portal, including your goal progress, so you can track your health coaching plan progress and to assist your health coach to prepare for your next coaching call.
When you complete a 60 Second Health Check
When you complete a 60 Second Health Check, Blua will collect information from you for the purposes outlined below:
- Name and email address – to send you your risk score, check your eligibility to receive an e-gift card and send this to you if you’re eligible.
- Bupa Health Insurance membership number – to check your eligibility to receive an e-gift card, to carry out internal functions and for reporting and analytics.
- Post code – to provide you with personalised recommendations.
- Age range, sex assigned at birth, whether you identify as Aboriginal or Torres Strait Islander, your health history, health status and lifestyle factors - to generate your preventative risk score and provide recommendations relevant to you and send you personalised offers, recommendations and information that may be relevant to your health.
Other information we may collect
Cookies and other similar technologies
What are these technologies?
When you use our websites and apps, we and third party companies use cookies and similar technologies such as pixel tags to collect personal information.
A cookie will collect information about you, such as your device ID, IP address, and website visitation.
A pixel tag (sometimes called a web beacon) is an invisible image with a line of code placed in an email or on a web page that tracks user actions such as measuring website traffic.
For simplicity, we refer to all such technologies as ‘cookies’.
How do we use them?
Different types of cookies do different things, for example:
- letting you navigate between different pages on a website efficiently
- remembering preferences you’ve given, and
- helping us identify ways to improve your overall experience of using our websites and apps.
- Some cookies are used to show you advertising tailored to your interests, or to count the number of site visits and find out which are the most popular pages. We may also use cookies to support some of our digital marketing activities.
Strictly necessary
These are cookies which are strictly necessary for the visitor to be able to move around a Bupa website, use essential features such as accessing secure areas of a website and identifying a visitor as being logged in. These cookies don’t gather any information about the visitor that could be used for marketing.
Functional & analytical
Functional cookies allow a Bupa website to remember choices a visitor makes and are used to enhance a visitor experience of the website with more personal features, but which are not strictly necessary for its operations, such as remembering a region and retrieving previously obtained quotes.
Analytical cookies collect information about how a visitor uses a Bupa website in order to make improvements to the web experience, such as by measuring which pages are visited and how often.
Marketing & advertising
Data collected by cookies and related technologies may be shared with social media companies and online platforms to deliver personalised advertising and measure the effectiveness of advertising.
In some cases, your cookie data may be combined with information about you in our customer database for the purpose of delivering relevant advertising and direct marketing.
Managing your cookie preferences
You can choose if and how to accept cookies by configuring the preferences and options in your web browser. For example, you can set your browser to notify you when you receive a cookie or to reject cookies. If you decide not to accept cookies, you may not be able to gain access to all the content and functions of our websites.
