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Coronavirus (COVID-19)

Bupa Global
Schengen 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 Schengen Travel insurance?

From 1 September 2020 Bupa Global Schengen 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.

Safe travel requirements

  1. The insured shall only travel to a destination if 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 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. E.g by taking screen prints prior to departure of the relevant websites including date and time. Read more about documentation here.
  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.

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) 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. Nor do we cover testing as part of mandatory or recommended quarantine unless the insured exhibits COVID-19 symptoms.

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..

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.


Schengen 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.


Schengen 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 Schengen Travel Insurance.

Does my existing Schengen 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 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 not otherwise sick. Can my trip be refunded?

No, Trip Cancellation is not part of the insurance cover.

Am I covered for COVID-19 if my country of residence advises against non-essential travel?

This will depend on whether the purpose of your trip is classified as non-essential or essential based on the definition used by the relevant public authorities in your country of residence.

If your trip can be classified as essential according to the relevant public authorities in your country of residence, and you can document this, you will be covered for COVID-19 ex gratia, provided that you in all other respects comply with the safe travel requirements listed above.

Documentation for the necessity of travel should include the definition of essential and non-essential travel used by the relevant public authorities in your country of residence, together with relevant documentation for the purpose of your trip.

For example (but not limited to):

  • • Work contract
  • • School enrolment statement
  • • Medical report for a critically ill or deceased relative

If your reason for travelling is non-essential according to the relevant public authorities in your country of residence, we cannot offer ex gratia cover for COVID-19 on your trip. However, your insurance will still cover any other acute illness or injury in accordance with the terms and conditions of your policy.

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. Leisure trips are usually classified 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 24 hours before your departure.

Documentation of your government’s travel advice can be submitted for example in the form of a screenshot of the official webpage where the following is visible:

  • • The date of the screenshot
  • • The URL of the webpage
  • • The travel advice/classification of the destination country
  • • What the classification implies

Documentation for legal entry to the destination country can be submitted in the form of:

  • • Entry stamps in passport
  • • Entry permit issued by authorities

Documentation for your departure having been after the purchase of your insurance can be submitted in the form of:

  • • A copy of your airline/bus/train ticket
  • • Entry stamps in passport

If I need to prolong my trip due to a closure of airport or due to official travel restrictions, can I extend my Schengen Travel insurance?

No, you cannot extend your Schengen Travel insurance once it has expired.

Will my insurance cover the cost of evacuation due to COVID-19?

No, evacuation is not part of the insurance cover.

Can I extend my expired travel insurance whilst I'm travelling?

No, this is not part of the insurance cover.

Can I get a refund of my travel bookings since I cannot travel to the destination of my trip due to official travel warnings or restrictions related to COVID-19?

No, Trip Cancellation is not part of the insurance cover.

Can expenses be refunded if my connecting flight is cancelled due to COVID-19?

No, missed or cancelled flight connections are not part of the insurance cover.

Is my travel expenses refundable now that WHO has declared a pandemic?

No, Trip Cancellation is not part of the insurance cover.

General FAQs

I need to talk about my Bupa travel policy. How can I 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.

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 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.

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?