Bupa Global
Private Health Insurance
Customers

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

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.

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

*International Private Medical Insurance

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.

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

For further details on testing and our policy, please refer to “Will you pay for the cost of COVID – 19 testing” below.

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.

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 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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

Tests such as PCR COVID-19, lateral flow/antigen tests to confirm the diagnosis or COVID-19 will only be covered if:

• • You have symptoms that may relate to COVID-19, or
• • you have been exposed to COVID-19

Any eligible costs for tests will be considered, when reasonable and customary, and are subject to the benefits, limits and terms of your plan.

Antibody testing

Antibody testing, also known as serology testing, is carried out to determine whether you have developed antibodies against the virus. It is usually done by a finger prick or by drawing blood from a vein in the arm.

Antibody testing determines if you have had COVID-19 in the past, as opposed to test to diagnose COVID-19.

• • Antibody testing will only be covered if carried out as part of a full health screening package.
• • Subject to the terms and conditions of plan

No. We are not aware of any countries offering the COVID-19 vaccination to private customers. We are monitoring the situation daily and will provide an update should the situation change. For specific vaccination advice, please refer to the government website in your country.

We are not aware of any countries offering COVID-19 vaccination to private customers. If this situation changes and it became available in your country, you will be able to claim in line with your specific policy cover, terms and conditions.

Please check the national guidance for the country you're in and you can also check the World Health Organisation website for the latest information.

UK residents can find the latest guidance here https://www.gov.uk/coronavirus.

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

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.

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.

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.

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 (PDF, 94KB).

We are sorry that you haven’t received your document(s). We are still experiencing some delays sending documents by post 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. You can manage your plan online or via the Bupa Global MembersWorld app. It’s for everyone over the age of 16 on the policy. You may need to register if you have not done so previously, this only takes a few minutes, using your membership number, name and your date of birth.

If you are in urgent need of a document that is not available via MembersWorld, please let us know and we will do our best to provide a copy. The quickest way to do this is via the Contact Us section of our website.

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.

There are some delays and disruptions to the global postal service due to the COVID-19 pandemic.

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.

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.

If you are in urgent need of membership card, please let us know and we will do our best to provide you with one. The quickest way to do this is via the Contact Us section of our website.

We are sorry that you haven’t received your renewal document(s). We are still experiencing some delays sending documents by post due to disruption caused by the COVID-19 pandemic.

If we have not yet contacted you about your renewal, you can access all of the details of 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.

If you are in urgent need of a document that is not available via MembersWorld, please let us know and we will do our best to provide a copy. The quickest way to do this is via the Contact Us section of our website.

We’re sorry, we are currently unable to send sterling cheques to you by post due to disruption caused by the COVID-19 pandemic. If we have not yet contacted you about reimbursement, please do get in touch. You can find our contact details in the table near the top of this page. Cheques in all other currencies remain unaffected. Where possible, we encourage our members to select bank transfer as their preferred method of reimbursement and/or refund.

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 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.

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.

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.

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.

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.