ClaimsFrequently asked questions

The quickest way to submit your claim is on your MembersWorld online account. You can submit a claim here: https://membersworld.bupaglobal.com/claim-application.

When you make a claim in MembersWorld, you’ll be asked for the following information:

• Confirmation of who the claim is for, including name, address, email, and phone number.
• Treatment details, including the type, date, location, medical practitioner, symptoms, and diagnosis (if known). We’ll also ask about any overnight stays in hospital.
• As much supporting evidence as you can to make sure that it can be processed as quickly as possible. This includes medical reports, and prescriptions for things such as medication, glasses or contact lenses.
• Payment details, including the payment currency, payment amount and proof of payment. We’ll also need your bank details if you want us to pay you instead of the medical practitioner. This can be a UK or international bank account.

Invoices should include:

• The patient’s name.
• The details of the medical facility/treating doctor.
• The name, cost and date of each individual service provided.
• Symptoms/Diagnosis

Please note that if your claim doesn’t include enough information for us to determine if the medical services are covered under the terms and conditions of your policy, or to understand which of your policy benefits the medical services relate to, your claim may be subject to delay. We will request any missing information from you or your healthcare provider and will review the claim again once the information has been received.

Please make sure each claim is for one customer only and that any documents given do not display any other medical bills.

When uploading scans or photos of your invoices, prescriptions, and any medical reports relating to the treatment - we can accept files of up to 10MB each in the following formats: bmp, gif, jpeg, jpg, png and pdf. Filenames must be fewer than 30 characters and can contain only letters and numbers; we are also unable to accept locked pdfs. There’s a maximum of 30MB and 30 files per claim.

A deductible is the amount payable by you in any policy year before we will pay for any covered benefits. It's important that you send all your claims to us, even if the value of your claim is less than the deductible, as the claim will still count towards your deductible. Once your total claimed amount exceeds your deductible amount, we will start to pay or reimburse your eligible claims.

You can submit your claims on MembersWorld here: https://membersworld.bupaglobal.com/claim-application.

You can check your claims history on MembersWorld here: https://membersworld.bupaglobal.com/my-claims. You can view previous claims as far back as 36 months.

You can see details of your claims on MembersWorld here: https://membersworld.bupaglobal.com/my-claims. The quickest way to contact us is by sending us an online message on MembersWorld.

An Explanation of Benefits document is your statement providing the outcome of our assessment of your claim. In most cases, this will be the most recent completed claim. If you have any concerns with a claim, please feel free to contact our Customer Services team directly.

Only the main applicant has the capability to do such actions through their MembersWorld account. If you have any concerns with a claim or pre-authorisation request, please contact our Customer Services team directly.

If the dependant is under 16 years of age, you’ll be able to manage their claims and account immediately. For any dependants aged 16 and above you can submit their claims, however you will not be able to view these claims on your MembersWorld until the dependant has authorised you to do so. They can give us authorisation from their MembersWorld page by clicking on the Account Settings page and then the Privacy button.