Blua Privacy policy

The Blua platform at blua.bupa.com.au (referred to as “Blua” or the “platform”), the Blua app and the Blua Health Coaching Portal is provided to you by Bupa Telehealth Pty Ltd (ABN 31 142 900 472), referred to here as “Bupa”, “we”, “us” and “our”’ and this includes our related bodies corporate.

Your privacy is important to us and this privacy policy explains how we handle your information. From time to time, we may make changes to this policy. You can always find the most up to date version of this Policy on blua.bupa.com.au. We may also contact you (via email or other means) to let you know of any changes we make to this policy.

Blua, its products and services are delivered by Bupa with the assistance of, and in collaboration with, a number of technology and healthcare partners. For more information on how these technology and healthcare partners handle your personal data, you may also wish to read the privacy policies of these websites. We recommend that you review the privacy policy of each website you visit.

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.

If you are eligible under your Bupa health insurance policy for benefits for online doctor appointments

Apart from Overseas Student Health Cover and Overseas Visitor Cover customers, 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, Overseas Visitor Cover and other customers

If you are on Overseas Student Health Cover, Overseas Visitor Cover, or are not eligible for benefits for online doctor appointments, 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;
• 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
• your health history, health status and lifestyle factors that you input into the app – to 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.

We may use or disclose your personal information in order to:

• provide you with access to Blua, the Blua app and administer your use of the platform, our products and services;
• manage our relationship with you;
• send you customer surveys for the purpose of collecting feedback, including surveys conducted by Medallia Australia Pty Ltd, an independent research company which collects and processes survey data on our behalf;
• interact with you via digital marketing;
• tailor how we provide and market our products and services to you, based on your preferences and interactions with us;
• undertake data analysis in order to provide insights for improving the quality of our products and services;
• carry out internal functions, including administration and audit; and
• comply with laws and regulations.

When you use Blua for an appointment, we may use or disclose your personal information to:

• provide your details to our partners and service providers to make bookings;
• send you confirmation emails and texts with your booking details;
• send you appointment reminders and appointment cancellations;
• show you available timeslots for appointments, to view telehealth or online doctor appointment options and to show you next available appointments with your chosen healthcare professional;
• contact you about your feedback and provide details of your feedback to healthcare providers involved in your care to investigate, and ensure quality service;
• provide you with access to telehealth services and online doctor appointments;
• facilitate communications between you and healthcare professionals; and
• provide your details to the relevant healthcare professional if you are referred to them via Blua. When you use the Blua app, we may use or disclose your personal information to:

When you use the Blua app, we may use or disclose your personal information to:

• create your Blua profile;
• assess your eligibility for rewards;
• send you push notifications;
• analyse user behaviour on Blua so that we may improve the experience;
• undertake data analytics;
• facilitate and administer competitions;
• promote relevant products and services to you (including through in-app advertising and push notifications);
• to set up your Bupa Wellness profile and for Bupa Wellness to provide services to you; and
• to display what Bupa Wellness services you’re eligible for in the app.

To provide you with access to the Blua Health Coaching Portal, we use the personal and health information that is contained in your coaching session call recordings to:

• transcribe and summarise your coaching calls using artificial intelligence applications;
• display a summary of your coaching session calls, and list your goals and tasks, in the portal; and
• send you reminders to update your progress before upcoming sessions.

We may also use or disclose your personal information for other purposes to which you have consented or as otherwise permitted or required by law.

We may also use your information to contact you (via SMS or email) about Blua, Blua features or changes, as well as related products or services offered by Bupa, Blua service partners or Bupa partners.

You can unsubscribe from our direct marketing by contacting us using the contact details below or following the instructions in a direct marketing communication.

We may disclose your information to anyone engaged by us or acting on our behalf in relation to administering and operating Blua, including our technology partners and our healthcare and other service providers, who are located in Australia.

The types of third parties that we might disclose your personal information to:

• our partners who provide services to you;
• our external technology partners to enable an appointment to be booked with your chosen healthcare provider, to provide you with the Blua Chemist Delivery service or to provide you with the Blua app;
• our healthcare providers to monitor and investigate the level and quality of service being provided, including where you have provided feedback about the services you received;
• our service providers who support and enable us to provide our services and run our business, such as:
  • our information technology, network, software and cloud storage providers;
  • any practice management software providers which your medical practitioner uses; and
  • our external professional advisors (such as legal advisors).
• otherwise as permitted or required by law.

As part of the providing the Blua app, we may disclose your information to our related companies, including Bupa Wellness Pty Ltd, and to the following suppliers:

• Tealium Inc. (United States) who provide data and analytics services to us (view the Tealium Privacy Policy); and
• EonX Services Pty Ltd (Australia) who help deliver the Bupa Life Rewards loyalty program (view EonX’s Privacy Policy).

Where we engage contractors, service providers or others to act on our behalf in relation to the Blua app, Bupa will take reasonable steps to protect the privacy of all information disclosed and requires such parties to comply with relevant privacy laws.

When you complete a 60 Second Health Check, Blua may share your personal information with our related companies, including Bupa HI Pty Ltd, for offer fulfilment, to carry out internal functions and for reporting and analytics. Your personal information may also be disclosed to anyone engaged by us or acting on our behalf in providing the 60 Second Health Check or in fulfilling associated offers, including:

• iGoDirect Group Pty Ltd who help deliver e-gft cards to eligible Bupa members (view the iGoDirect Privacy Policy).
• Tealium Inc. (United States) who provide data and analytics services (view the Tealium Privacy Policy).

We may also share de-identified data with our related companies overseas, all of which are subsidiaries of Bupa in the United Kingdom. Bupa or its suppliers, related entities, or sub-processors may process your data outside of Australia, including in the United Kingdom, European Union, Switzerland or the United States. When an offshore party handles personal data, we take reasonable measures to ensure they manage that data in compliance with Australian privacy laws or commit to a level of protection equivalent to these laws.

You can request deletion of your Blua account by clicking 'Delete account' in the 'You' tab in the app. The information we delete will vary depending on whether you are a Bupa health insurance member or not. For all users, when you delete your Blua app account, we won't delete information we have gathered through your use of the Blua app, but it will be de-identified within 90 days after you request that your account is deleted. We will not delete data where we are required or permitted by law to retain it. For more information see the 'Help' section in the apps 'You' tab.

If you are a Bupa Health Insurance customer, deleting your Blua account does not affect your health insurance record, which will be retained by Bupa Health Insurance in accordance with their retention policies.

If you have used health services through Blua, the providers of those health services may also retain your patient record in accordance with their requirements.

You have a right to access the personal information we hold about you and to request that we correct your information if you believe it is not correct. To request access to your information, you should contact us via email at support@blua.com.au.

You can also contact us directly at any time if you have any questions or concerns about how we have handled your personal information or would like to make a complaint. We will contact you to work with you directly to resolve your concerns.

Last updated on 9 October 2026