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Coronavirus (COVID-19)

Bupa Global
Employee Private Health Insurance
Customers

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. 

Am I covered for COVID-19 under my 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.

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.

Speak to a doctor from home

We continue to offer all of our customers access to our multilingual service teams. In addition to this, customers are able to use our Healthline service, which gives access to both general medical information on COVID-19 and other medical conditions as well as providing advice from health professionals and referrals for a second medical opinion.

For our customers with access to MembersWorld, we provide access to the Global Virtual Care* app, our smartphone app that allows people to speak to international doctors by telephone or video call. You can download Global Virtual Care from either the App Store or Google Play and sign in using your Bupa Global MembersWorld login details. You can register for MembersWorld here.

For customers who don’t have the option to sign up to MembersWorld, we’ve introduced a phone-based Global Virtual Care service that provides customers with access to a callback from an international doctor within 24 hours. Specific consultation times cannot be requested through this callback service.

To access this phone- based service please call us on +45 70230042 and we will arrange for a doctor to call you back in your chosen language. If you’re in Hong Kong, please contact your customer service team on +852 2531 8505.

Through Global Virtual Care our customers, can speak to a doctor in the comfort of their home. And because consultation notes are securely sent direct to the customer, they can be shared with their usual family doctor when they’re next able to visit them.

Global Virtual Care provides customers with access to:

  • A global network of doctors via the phone or video in-app
  • Medical guidance and consultations (not for medical emergencies), to help customers better understand their symptoms
  • Consultations within 24 hours, available 24/7
  • For all other types of query please use our live web chat option or email us
  • Multiple language options
  • Consultation notes sent directly to the customer
  • Prescriptions and referral letters (subject to local regulations)

Global Virtual Care is provided by Advance Medical, a Teladoc Health Company, who is a service provider for Bupa Global. Bupa Global is not responsible for any actions or omissions carried out by this third party in the provision of these services.

How to contact us 

We’re here to help. And while we do have people at the end of the phone you can speak to we do ask that during this unprecedented time whenever possible you contact us by email or use our live web chat option. This allows us to prioritise the customers who need us the most.

If you do still need to speak to us about any of the following you’ll find all of the relevant contact details in the table below.

  • If you have confirmed or suspected COVID-19 and would like to discuss treatment and coverage please call Customer Services
  • If you require our assistance in relation to an emergency, or require repatriation or evacuation
  • If you require urgent pre-authorisation for treatment in the next 24 hours days please call Customer Services
  • For all other types of query please use our live web chat option or email us

Bupa Global members
Membership number e.g. BI-1234-1234-1234
ihi Bupa members
Membership number e.g. 9876543-XXXX
Customer Services
info@bupa-intl.com
globalcustomer@ihi.com
Customer Services telephone
+44 (0) 1273 323563
+45 70 23 00 42
Live web chat
MembersWorld
global.ihi.com
Urgent pre-authorisation within 24 hours +44 (0) 1273 323563
+45 70 23 24 60
All other pre-authorisations
info@bupa-intl.com
emergency@ihi.com
Emergency 24/7 Assistance
+44 (0) 1273 333 911
+45 70 23 24 60

We also kindly ask that during this time you avoid sending us documents via the post. Please also note that documents that we usually send to you may be delayed; 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.


Bupa Global members
Membership number e.g. BI-1234-1234-1234
ihi Bupa members
Membership number e.g. 9876543-XXXX
Submit claims online
membersworld.bupaglobal.com
claim.ihi.com
View important documents
membersworld.bupaglobal.com
https://global.ihi.com//my+page/

Frequently asked questions

Here we'll answer some of the most frequently asked questions about cover, treatment and policy.

Can I still access Global Virtual Care if I don’t have access to MembersWorld?

For customers who don’t have the option to sign up to MembersWorld, we’ve introduced a phone-based Global Virtual Care service that provides customers with access to:

  • • Callback from a doctor within 24 hours
  • • Global network of doctors via phone
  • • Medical guidance and consultations (not for medical emergencies) to help customers better understand their symptoms
  • • Multiple language options
  • • Consultation notes sent directly through secure email
  • • Prescriptions and referral letters (subject to local regulations)

To access this service please call us on +45 70230042 and we will arrange the callback option for you. If you’re in Hong Kong, please contact your customer service team on +852 2531 8505

Can a doctor give me or my family advice about COVID-19?

The doctors available through our Global Virtual Care service have access to global medical guidance, and country specific information , which is updated on a regular basis to best support you whether you are asymptomatic, have symptoms or have been confirmed with having COVID-19. The doctors can provide information on how to protect yourself and stay safe, through to what to do if you’ve been diagnosed, how to manage the symptoms and when, and where, to seek medical advice.

Can I use the Global Virtual Care app for anything other than COVID-19?

This service continues to be available for queries that aren’t related to COVID-19 and non-emergency consultations.

What documents can I access via CorporateWorld?

If you’re looking to access your group’s documents through CorporateWorld you’ll be able to see invoices, credit notes, group member lists, renewal letters and enrolment letters.

As a corporate client are we able to amend any benefits mid-term?

Unless there’s a regulatory requirement, or you wish to add USA cover, unfortunately you won’t be able to amend any benefits mid-term.

What plans are there in place to ensure business continuity globally and how will this affect service level agreements?

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 receive.

All of our office-based employees who can work from home are now doing so. We’re minimising the number of people working in our offices and are ensuring all of our offices are a clean and safe place to work. Currently, we don’t expect there to be a reduction in service level agreements.

Will you waive the deductible on my claim?

The deductible is an integral part of the pricing of our Health plans and at this time it is important that we treat all our customers in a fair and transparent way. For these reasons Bupa Global will not waive the deductible. If a Group has any further questions in relation to this, please ask them to contact their Account Manager.

Cover

Am I covered for COVID-19 under my 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.

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.

How do I make a claim if I need treatment as result of COVID-19

You should submit claims for diagnosis or treatment for COVID-19 in the normal way and there is no need to pre-authorise diagnosis or treatment for COVID-19.

What does this mean in practice?

Where requested by medical professionals, we will cover the cost of testing, treatment, medicines and hospital admission including admission into isolation wards as a result of COVID-19, within the terms, benefits and limits of your plan.

How do I find out what I’m covered for?

Please check your membership guide for full details of your plan. You can access your membership details and membership guide online through our self-service portals. If you have any further questions you can contact us through our live web chat option or email us. You can find details of how to access our self-service portals and how to contact us in the table near the top of this page.

What should I do if I test positive for COVID-19?

We’re sorry to hear that. You should follow the guidance of the test provider regarding self-isolation. Please see the current guidance in relation to COVID-19.

If you would like to speak to us you can find all of our contact details in the table near the top of this page.

If I’ve contracted COVID-19 can I go to a private hospital?

It will depend on which country you are located. Please contact us and we can help guide you. You can find all of our contact details in the table near the top of this page.

Can I be evacuated to another country if I test positive for COVID-19?

We ask members to be conscious that access and availability of transport is impacted by the COVID-19 pandemic and all movement will be subject to local government restrictions and protocols. Generally however, all COVID-19 cases to date have been isolated and treated locally.

Can I be evacuated to another country if I have another medical condition?

On plans which include evacuation/repatriation cover, all requests for evacuation or repatriation must be pre-authorised. If you require evacuation or repatriation, please call us on the number in the table near the top of the page and we will connect you with a specialist who can assist with a pre-authorisation and help you plan medically necessary transportation.

Do you follow any governmental recommendations against travel in some countries and if yes how does this affect cover?

Yes. We will cover you wherever you are, as long as you are within the area of cover defined by your plan and not in a sanctioned country.

For specific travel advice please refer to your local government website.

Will the costs of medical quarantine be covered?

Yes, we will cover the cost of medical quarantine where it takes place in a private hospital.

If I’m hospitalised for a separate reason and then test positive for COVID-19, would pre-authorisation still be required? How would cover work as this is a secondary condition?

Even though there’s no need to pre-authorise diagnosis or treatment for COVID-19, you may have already contacted us for pre-authorisation of your original treatment. As you may be required to be in hospital for a longer length of stay, we’d ask you to contact us using the contact information above.

If I am receiving treatment in a public (government) hospital can I claim a cash benefit?

Where your plan includes this benefit, you can claim a cash benefit if you are being treated as a non-private patient in a public or government hospital.

Treatment

What should I do if I have COVID-19 symptoms?

We’re sorry to hear you’re feeling unwell. You can find our most up-to-date guidance in relation to COVID-19 and its symptoms here.

If you’d prefer to get in touch, you can get hold of someone using the contact information in the table near the top of this page.

Why is the advice on Bupa Global’s website on COVID-19 different from the advice given by my local government or health organisation?

Our customers and members are based all over the world so we’re following the latest advice on COVID-19 from the World Health Organisation (WHO) on how to keep yourselves and others protected. Some local governments and health organisations may be applying more strict, or different, measures.

How do I find a doctor to get a test or treatment for COVID-19 symptoms?

If you need help in locating a doctor you can call us on the 24/7 Emergency Assistance number, you can find the details in the contact information table near the top of the page, and we’ll connect you with a specialist who can help locate a facility.

What should I do if I need to arrange urgent pre-authorisation for treatment in the next 24 hours?

You can find details of how to contact us regarding urgent pre-authorisation of treatment in the table near the top of this page.

How do I arrange emergency assistance?

If you require our assistance in relation to an emergency, or require repatriation or evacuation, you can find details of how to contact us in the table near the top of this page.

Who do I talk to about treatment that’s not urgent (not in the next 7 days)?

For all other types of non-urgent treatment you can find details of how to contact us in the table near the top of this page.

I don’t have my Oman Insurance & Bupa Global membership card yet? How can I access treatment in the United Arab Emirates?

Due to the current COVID-19 situation in the UAE, our teams will be arranging for cards to be printed and dispatched to our new, and renewing, customers as soon as possible. If you’re a customer in the UAE and don’t have a current OIC/Bupa Global membership card, you can access treatment within the OIC provider network using your Emirates ID cards. When using your Emirates ID card, you should tell the provider that your product is OIC/Bupa Global. Treatment within the UAE, but outside of the OIC network, would be on a pay and claim basis. Customers outside of the UAE can download a temporary membership card from MembersWorld.

Policy information

Why haven’t I received a document I was expecting?

We’re sorry, we’re currently experiencing some delays in printing your documents due to disruption caused by the COVID-19 pandemic.

If your membership number is in this format, BI-1234-1234-1234, please use MembersWorld to access your documents. All of your documents, including renewal terms, claims statements and a temporary version of your membership card, are available through MembersWorld.

If your membership number is in this format, 9876543, please use MyPage to access your documents. All your documents, including renewal terms and reimbursement statements, are available through MyPage.

I’ve posted something to you. Why haven’t I heard back yet?

Due to disruption caused by the COVID-19 pandemic we’re experiencing delays with the global postal service.

If you want to submit a claim online, or email us about something, you can find details of how to contact us in the table near the top of this page.

What do I do if I need a new membership card?

We’re sorry, due to the current COVID-19 situation we’re currently experiencing some delays in printing. You can find details of how to log into our self-service portals, where you can access your membership card online, in the table near the top of this page.

My renewal is coming up and I haven’t heard from you. What should I do?

You can access all of the details about your policy via our self-service portals. You can find information on how to access these in the table near the top of this page, as well of details of how to email us if you’d like to discuss your renewal.

What if I have a payment due?

If your membership number is in this format, BI-1234-1234-1234, and you usually pay by cheque, we recommend that due to the current COVID-19 situation you pay by bank transfer or credit card. You can make online credit card payments through MembersWorld. If you’re not able to pay by card you can pay by bank transfer (BACS), to the bank details on your membership documents. These are also visible on MembersWorld. If you’re unsure where to send the payment by bank transfer (BACS), please email info@bupa-intl.com.

If your membership number is in this format, 9876543, and you usually pay by cheque, we recommend that due to the current COVID-19 situation you pay by bank transfer (BACS), or credit card, via pay.ihi.com. If you’re unsure where to send the payment by bank transfer (BACS), please email globalcustomer@ihi.com.

What if I am struggling to make my premium payments?

If you have any worries or concerns about the impact on your policy, please refer to the ‘How to contact us’ section above. It provides you with the various ways you can get in touch with us to discuss your situation.

If Bupa offices are temporarily closed, how can I access my membership information?

You can access all your membership information via our self-service portals. You can find information on how you can do this in the table near the top of this page.

How can I update my personal details?

You can update your personal details through our self-service portals. You can find information on how you can do this in the table near the top of this page.

If your policy is serviced by the Hong Kong team please email us on service.hk@bupaglobal.com.

How can I discuss a claim I’ve submitted to you?

For any enquiries around claims that have been submitted please get in touch using the relevant contact details in the table near the top of this page.

If your policy is serviced by the Hong Kong team you can email us on service.hk@bupaglobal.com.

I’m struggling to register, or log into, MembersWorld

If your membership number is in this format, BI-1234-1234-1234, and you’re having difficulties using MembersWorld our FAQ page should hopefully be able to help resolve any issues you might be having.

I have a query that isn’t listed here?

We’re sorry we haven’t been able to help. If you have a question that we haven’t answered here please email us and we can advise you. You can find all the relevant contact details in the table near the top of the page.

If your policy is serviced by our Hong Kong team you can email us on service.hk@bupaglobal.com.

If your question is related to a travel policy you can email us on travel@ihi-bupa.com.

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?