Bupa replaced Azure AD B2C with Authgear to enable Face/Touch ID for infrequent users—cutting password resets, lowering support costs, and improving satisfaction, with a platform ready for future authentication needs.
At a glance
- Industry: Health insurance & healthcare services
- Use case: Reduce password friction for infrequent users
- Auth methods: Biometrics (Face/Touch), passwordless options, MFA-ready
- Outcome: Fewer password resets and support tickets; faster, easier access
About Bupa
Bupa is a global healthcare group serving millions of customers through health insurance and a broad range of medical services. With a focus on improving health outcomes and access to care, Bupa partners with providers and invests in digital tools that make care simpler, safer, and more convenient for members.
The challenge
Bupa serves millions across insurance and medical services. But most members only sign in once or twice a year. Combined with strict, complex password policies, this led to frequent credential resets and rising support costs. Their existing platform, Azure AD B2C, had limited native biometric support, making it hard to deliver the frictionless experience users expect.
The solution
Authgear provided a flexible path to a modern, low‑friction login.
- Biometric authentication
Secure, intuitive Face/Touch ID sign‑in for quick access—ideal for infrequent users. - Seamless migration from Azure AD B2C
A smooth transition preserved existing accounts and minimized downtime. - Security without the struggle
Enterprise‑grade controls with a faster, password‑light experience (MFA‑ready, policy‑compliant).
Results
- Lower support burden: Significant reduction in password‑related tickets
- Higher satisfaction: Faster, familiar sign‑in via biometrics
- Better engagement: Easier access encourages more consistent usage
- Future‑ready: Foundation to add new factors and support upcoming use cases
Why Authgear for healthcare
- Biometrics first: Native support for Face/Touch ID
- Migration friendly: Azure AD B2C → Authgear with minimal friction
- Compliance conscious: Security features aligned to enterprise requirements
