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Coronavirus (COVID-19)

Bupa Global
Brokers

Guidance for Bupa Global customers

As the coronavirus (COVID-19) situation continues to develop, our priority remains our customers and staff around the world, ensuring their health and safety is paramount. We have measures in place to help minimise the impact to services you receive.

We would like to thank all of our valued customers and partners for their support and patience at this time. This is a fast evolving situation, but you can be assured that we are taking every possible action to help customers and staff navigate this difficult period.

We're following the advice of the World Health Organisation (WHO) and making changes and recommendations where necessary. 

Are customers/members covered for COVID-19 under their Bupa Global International Private Medical Insurance (IPMI) policy?

Where any member:

  • has symptoms that may relate to COVID-19, or
  • contracts COVID-19,

Bupa Global will pay claims in line with individual policy terms, benefits and limits, relating to the diagnosis and treatment for that member (including treatment costs of hospitalisation and medicines related to COVID-19). This will apply regardless of any epidemic or pandemic exclusion in the policy terms and conditions. We are in the process of updating policy terms to remove this exclusion which is effective immediately.

Customers should submit claims for diagnosis or treatment for COVID-19 and there is no need to pre-authorise diagnosis or treatment for COVID-19. All other policy terms, including plan limits and geographical areas of cover, will continue to apply.

We continue to monitor the situation closely in view of the developing situation.

If you are worried that you may have been exposed to COVID-19, please contact us.

How your members can contact us:

We’re here to help you and your members. But during this unprecedented time we ask you, where possible, to avoid contacting us by phone and use email or our live web chat in order to allow us to prioritise the customers who need us the most.

Your members can find all of the contact details for international private health insurance, business health insurance, travel insurance and business travel insurance on the relevant pages in this hub.

We also kindly ask that during this time you avoid sending us documents via the post. Please also note that we are currently unable to send documents to you by post; including enrolment packs, renewal packs and claims statements. Many of our services including uploading claims, accessing documentation and requesting a pre-authorisation are available on our secure member sites. Any claims sent by post may be subject to considerable delay.

Frequently asked questions

Here we'll answer some of the most frequently asked questions.

Can I still speak to my Account Manager?

We appreciate you might have lots of questions during this time and we’re still available to help. But in most cases this will be in a virtual capacity so we’d ask that in the first instance you email us so we can assess the best way to manage your query.

Do you have any business continuity plans in place?

As the COVID-19 situation continues to develop, our priority remains our customers and staff around the world, ensuring their health and safety is paramount. We have measures in place to help minimise the impact to services you and your clients receive. This is a fast-evolving situation, but you can be assured that we are taking every possible action to help our clients and their customers and staff navigate this difficult period.

What documents can I access through IntermediaryWorld?

If you’re looking to access documents on behalf of individual members through IntermediaryWorld you can see membership certificates and an explanation of their benefits, subject to you having the correct data consent from the member. You can also view invoices, credit notes, renewal letters and enrolment letters.

If you want to access documents through IntermediaryWorld on behalf of group members you can see membership certificates and an explanation of their benefits, subject to you having the correct data consent from the member.

If you want to access documents on behalf of groups you can find their invoices, credit notes, renewal letters and enrolment letters in IntermediaryWorld.

Will I still receive commission while the emergency measures are in place?

All commission will still be payable. You can check and download your commission statements via IntermediaryWorld or Producer.

Are you still open to new business?

Yes. We’re accepting new clients.

Are you still renewing policies?

Yes, we’re still renewing policies and your usual Account Manager will be in touch with you prior to the renewal date. You can also continue to access information via IntermediaryWorld, Producer and CorporateWorld.

Can our customers in the UAE have access to remote health consultation services over the phone?

Yes. In line with the UAE government’s precautionary measures to prevent and control the spread of COVID -19, Oman Insurance Company and Bupa Global, are temporarily activating telehealth consultation services with a select list of medical providers to enable accessible, safe, and convenient healthcare services to our members in the UAE.

The aim is to reduce non-emergency visits to healthcare facilities and prevent transmission of COVID - 19. Chronic disease medication refills, psychology or psychiatry consultations and primary healthcare are just some examples of consultations that could be conducted via telehealth services.

For the most updated list of medical providers on direct settlement and how to contact them, please click here.

What if my query hasn’t been answered here?

We’re sorry we haven’t been able to answer your question here. If you contact your Account Manager they will be happy to help you with any additional queries you might have. In most cases during this time we’re working with our brokers in a virtual capacity so we’d ask that in the first instance you email your Account Manager so we can assess the best way to manage your query.

Frequently asked questions

What is coronavirus (COVID-19)?

The current outbreak of coronavirus (officially known as COVID-19) has been dominating the headlines. Understandably, you may feel worried or concerned about how the situation is unfolding.

What is coronavirus? Advice from the World Health Organisation

Not the right product?

Which product would you like information regarding COVID-19?