Accessible information is vital to the deaf

One of VHI's arguments in favour of its claim that it offers a superior product to arch-rival BUPA is that its service is better, fine-tuned over the last 40 years. Since BUPA has only been in business here in Ireland for the past two years it is unfair to compare the two on those grounds, but for one reader, at least, it is an important issue. Mrs P and her husband are both deaf and "rely wholly on either writing/faxing or personal contact (by foot, public transport and car) for obtaining necessary information before making a decision affecting our affairs, whether it be taking out the house mortgage, holidays, car purchase, maintenance and even health insurance.

"We have had no option but to remain with VHI for the simple reason of accessibility. VHI has two public information offices [in Dublin], in the city and in Dun Laoghaire, near to where we live. Some months ago, we considered switching to BUPA but the problem was that it could only be contacted by telephone since it is located in Fermoy, Co Cork. I faxed them questions, but never received a reply. I wrote, enclosing the fax and after a week or so, received a leaflet listing the health services/treatments covered. Despite that, not all our enquiries were answered and that is why we have had no option but to stay with VHI. What Mrs P was unaware of is that BUPA's head office is based in Dublin - at 12 Fitzwilliam Square - and while not set up as a counter service for customers, a BUPA spokeswoman told Family Money, there is a staff member available to answer queries or provide information.