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Coronavirus (COVID-19)

Bupa Global
Global Travel Insurance
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 have been working hard to consider the situation, particularly in relation to the epidemic exclusion in our policy terms and conditions. We want to ensure that the decisions we take are in the long-term interests of our customers.

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

If you’ve purchased travel insurance with us you can find all the details of how you’re covered in your policy documents on myPage, or on our website www.bupaglobal.com/travel.

Am I covered for COVID-19 under my Bupa Global Annual Multi-Trip or Single Trip Travel insurance?

From 1 September 2020 Bupa Global Annual Multi-Trip and Single Trip Travel insurance includes ex gratia COVID-19 medical cover regardless of the epidemic exclusion in our insurance conditions, provided you comply with the safe travel requirements listed below.

The ex gratia COVID-19 cover includes the following:

Medical expenses

Bupa Global Travel will cover the cost of COVID-19 testing (excluding antibody testing) where this is prescribed by a medical professional as well as costs related to treatment, medication or hospitalisation resulting from having contracted COVID-19 provided such procedures have been prescribed by a medical professional.

Exceptions:

  • We do not cover costs related to COVID-19 testing for visa purposes.
  • We do not cover the cost of COVID-19 testing to comply with mandatory or recommended testing prior to travelling, upon arrival or during the trip unless the insured traveller exhibits COVID-19 symptoms and such testing has been prescribed by a medical professional. Nor do we cover testing as part of mandatory or recommended quarantine unless the insured exhibits COVID-19 symptoms and such testing is prescribed by a medical professional.

Medical evacuation and repatriation

Medical evacuation and medical repatriation of COVID-19 patients are conducted in full compliance with standard policy conditions, including the requirement for Bupa Global Travel’s medical consultant to agree on the necessity of transferring the patient.

Please also note that medical evacuation of a COVID-19 patient may be subject to local restrictions.

Ex gratia COVID-19 cover does not apply to any other Bupa Global Travel Insurance coverage other than those stated above.

All other policy terms and conditions still apply.

Safe travel requirements

Whether your travel is essential or non-essential, Bupa Global Travel will only cover COVID-19 related incidents provided all below travel safety requirements have been fully complied with:

  1. The insured shall only travel to a destination provided the public authorities in the country of permanent residence of the insured have not issued warning against such travel 24 hours prior to departure
  2. The insured shall only travel to a destination where the local public authorities will accept the entry and stay of the insured
  3. The travel departure date is either 1 September 2020 or a later date and the insurance was purchased before departure from the country of permanent residence
  4. Compliance with the above mentioned requirements (items 1-3) must be documented by the insured
  5. All medical treatment in relation to COVID-19 must be pre-approved by Bupa Global Assistance
  6. The insured shall comply with official health guidelines issued by public authorities at the travel destination that aim to minimise the risk of contracting COVID-19.

Limitations for new sales still applies for:

The issuing of new policies are still suspended for customers with permanent residency, and for companies with official registered address, in the following countries: Mexico, Jordan, Indonesia, Nigeria and Ghana in addition to the United Kingdom, Jersey, Guernsey, Falkland Islands, Isle of Man or Gibraltar.

How to contact us 

If you’ve purchased travel insurance with us you can find all the details of how you’re covered in your policy documents on myPage or on our website www.bupaglobal.com/travel.


Single Trip / Annual Multi-Trip Travel customers Scandinavia Travel customers
Customer Services
travel@ihi-bupa.com
rejse@ihi-bupa.com
Live web chat
global.ihi.com
 global.ihi.com
Telephone
+45 70 20 70 48
+45 70 20 70 48
Emergency 24/7 Bupa Global Assistance team
+45 70 23 24 61
+45 70 23 24 61

We ask that during this time you avoid sending us documents via the post. Claims should be uploaded via our secure member sites. Any claims sent by post will be subject to considerable delay.

We would like to reassure you that all documents as well as services including uploading claims, accessing documentation and requesting a pre-authorisation are available on our secure members sites.


Single Trip / Annual Multi-Trip Travel customers Scandinavia Travel customers
Submit claims online
claim.ihi.com
skade.ihi.com
Pay your premium pay.ihi.com
betal.ihi.com
Self Service portal
https://global.ihi.com//my+page/
https://scandinavia.ihi.com//my+page/

Frequently asked questions

Here we'll answer some of the most frequently asked questions about the Bupa Global Annual Multi-Trip or Single Trip Travel insurance.

Does my existing Bupa Global Travel insurance cover COVID-19?

If your departure was on 1 September 2020 or on a later date and the insurance has been purchased before the date of departure, you will be covered for COVID-19 during your trip.

It is a requirement for COVID-19 medical cover that you comply with the safe travel requirements listed above.

Am I covered for COVID-19 when taking out a Bupa Global Travel Insurance?

Yes, if the departure of the trip is either on or after 1 September 2020 and the insurance has been purchased before the date of departure.

It is a requirement for COVID-19 medical cover that you comply with the safe travel requirements listed above.

Can I purchase a travel insurance with COVID-19 cover while travelling?

No, the COVID-19 medical cover will not be valid if the insurance was purchased after departure from your country of permanent residence.

Am I covered for COVID-19 during transit/layover?

This will depend on the following:

- If you stay in the airport transit area, the country where the airport is located will not be considered a destination in itself. Therefore you will not need to evidence compliance with local COVID-19 guidelines and requirements in order for the COVID-19 medical cover to apply.

- If you leave the airport transit area, the country where the airport is located will be considered a destination in itself, and you will need to evidence compliance with local COVID-19 guidelines and requirements in order for the COVID-19 medical cover to apply.

I am in a COVID-19 risk group, but otherwise not sick. Can I get a refund for my trip under the Trip Cancellation cover?

No, as long as you are medically fit to travel, the insurance will not cover any expenses related to the refund of your trip.

What is the definition of essential travel and non-essential travel?

The definition of essential and non-essential travel may vary across countries depending on the guidance issued by the relevant public authorities. Examples of essential travel could include visiting close relatives in connection with critical illness or death as well as travels for business or study purposes. Bupa Global Travel will consider all leisure trips as non-essential travel.

Please note that although the authorities of your country of permanent residence may not have advised against travel to your destination country or region, all countries and regions may uphold their own border restrictions. You should therefore check the latest travel information specific for your destination as the situation may evolve. You must be able to evidence compliance with local COVID-19 guidelines and requirements in the event of a claim.

How do I evidence compliance with COVID-19 safe travel requirements?

To evidence compliance you can submit copies of the travel guidelines stated by the public health authorities of your country of permanent residence as well as those of your destination country/countries (e.g. screenshots from relevant official websites). The documentation must specifically indicate the travel guidelines valid on the date of your departure.

Can I change my travel dates on the policy if I decide to postpone my travel to a later date due to COVID-19?

Yes, if you have a Single Trip insurance, you will be able to change the travel dates on your policy. If you have recently purchased an Annual Multi-Trip policy, you can also change the commencement date of your policy.

Can I extend my policy and be covered for COVID-19?

This depends on when you purchased your travel insurance policy, booked your trip and the date of departure:

• If your policy was taken out before 14 April 2020 and the trip was booked before 14 April 2020 you can extend your cover, including cover for COVID-19, by purchasing additional days, also after departure, provided your current insurance period has not expired.

• If your policy was taken out after 14 April 2020, your trip was booked after 14 April 2020 and the departure date was before 1 September 2020 then COVID-19 will not be covered during the extension period of your insurance.

• If your departure was on 1 September 2020 or on a later date, you can extend your cover, including cover for COVID-19, by purchasing additional days, also after departure, provided your current insurance period has not expired.

Please note that any illness or injury, which has occurred, or has shown symptoms, or has been diagnosed in the previous travel period(s), will not be covered in the extended travel period unless the extension was made before the illness or injury occurred or had shown symptoms.

If my travel insurance has expired while I am travelling, can it be extended?

No, you cannot extend your insurance once it has expired. Instead, you can purchase a new Single Trip Travel Insurance, and since you are taking out this insurance after departure the cover under the insurance will not be effective until 72 hours after purchase. Any expenses arising from incidents occurring within the 72-hour waiting period are subsequently not covered.

However, please note that COVID-19 cover will not apply since the new insurance policy has been purchased after departure from your country of permanent residence.

Please also note that residents of Mexico, the United Kingdom, Jersey, Guernsey, Falkland Islands, Isle of Man or Gibraltar as well as Jordan, Indonesia, Nigeria and Ghana cannot purchase new travel insurances as per 14 April 2020 until further notice.

Will my insurance cover COVID-19 evacuation?

No, evacuation is not covered since COVID-19 has already been declared a worldwide pandemic by the World Health Organization.

Will Bupa Global Travel cover my travel expenses should I decide to return to my home country before planned?

No.

I have booked a trip but am unable to travel due to official travel warnings or restrictions due to COVID-19. Will my Trip Cancellation policy cover the refund of my trip?

Trip Cancellation does not cover COVID-19 for trips booked on or after 14 April 2020. However, if your trip was booked before 14 April 2020, you can use your Trip Cancellation cover provided the Danish Ministry of Foreign Affairs, the Danish embassy or a similar institution within the EU has advised against all travel to the destination of your trip, and provided the situation arose after you purchased the insurance.

Will I be covered if my connecting flight is cancelled due to COVID-19?

Your insurance does not cover missed flight connections due to COVID-19 if your trip was booked on or after 14 April 2020.

However, if you booked your travel before 14 April 2020 and your connecting flight is cancelled resulting in a travel delay of more than 5 hours, you will be covered ex gratia for related expenses (meals, hotel accommodation and local transportation) according to the valid rates. The airline company will be responsible for booking you onto another flight so you can continue your travel.

Can I use my Trip Cancellation insurance now that the World Health Organization has declared a COVID-19 pandemic?

Yes, if you have booked your trip before 14 April 2020, you can use your Trip Cancellation cover ex gratia provided that the Danish Ministry of Foreign Affairs, the Danish embassy or a similar institution within the EU advises against all travel to the destination of your trip, and provided that the situation has arisen after you purchased the insurance.

Please note, that if you booked your trip on or after 14 April 2020, your Trip Cancellation insurance will not cover cancellations due to COVID-19.

General FAQs

I need to speak to someone about my travel policy. What’s the best way for me to get in touch?

Please bear in mind that because of the current COVID-19 situation we’re currently experiencing some delays in responding to your queries. You can also access details of your travel insurance documents on myPage or through the Bupa Global Travel myCard app which can be downloaded from Google Play and App Store. If you’d prefer to get in touch with us you can find all of the relevant contact details in the table near the top of this page.

I’ve tried to contact you. Why haven’t I heard anything back?

We’re sorry but due to the COVID-19 situation, we’re experiencing delays in responding to your queries. If you’ve sent a claim, or contacted us via email, we’d like to reassure you that there’s no need to send a follow up message. We’re working through our backlog and will get back to you as soon as we can. If you need to speak to us in an emergency, or if you want to submit a claim, you can find all of the relevant contact details in the table near the top of this page.

If you need to submit a claim please use our online claim portal.

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

You can access all details about your policy on myPage. If you’d like to discuss your renewal you can email us on the contact details provided in the table near the top of this page.

I have a payment due. What’s the best method for me to pay?

We recommend that due to the current COVID-19 situation that you pay by credit card via pay your premium.

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

Please use myPage to access your documents. All your documents including renewal terms and reimbursement statements are available here.

Do you need a proof of cover letter for VISA applications?

You can download this from myPage or contact travel@ihi-bupa.com for any special versions.

How do I submit a travel claim?

Submitting a claim is easy. Just scan your bills and corresponding receipts before attaching the documents to the online form. The document* format must be jpg, pdf, tiff or gif, and the maximum size per file is 10mb.

*Please make sure your scanned documents are clear. If we can’t read them, we’ll need to contact you for better versions, which will delay the claim process.

Should I travel right now?

The World Health Organisation (WHO) recommends that travellers who are sick, elderly or have pre-existing health conditions should avoid travelling to areas affected by COVID-19.

If you’re returning from a country affected by COVID-19, the WHO recommends monitoring your symptoms carefully for 14 days and following the national guidance for the country you’re in now. This should be available online, for example on the government website for the country you are in. If you have symptoms, such as a fever, cough or difficulty breathing, please follow the national guidance for the country you're in now as you may be required to self-isolate. Some countries may require all travellers coming from certain areas to enter quarantine and some countries are currently advising against all foreign travel and introducing travel bans from some countries.

Do I need to have Bupa health insurance to be able to buy your travel insurance?

Anyone can buy our travel insurance, you don’t need to be an existing customer.

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.

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

Which product would you like information regarding COVID-19?