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International Schools

How does it work?

This page contains answers to a variety of common questions about our International Schools plan.

If you have a question that you don't see answered here, please contact us

How does this plan work?

Who is the International Schools Plan for?

The International Schools Plan is for members of recognised international school associations.

Please call us on +44 (0) 1273 718 313 to check your eligibility.

What International Schools Plan discount can I expect?

25% discount off our standard Company plan is available. Please contact us for more information.

Where can I be treated?

You can receive treatment from any recognised hospital, clinic, or legally qualified medical practitioner.

We also have a network of more than 7,500 hospitals and clinics, which we can often arrange to pay directly on your behalf (this is known as direct settlement).

Our Healthline service will help you find a suitable medical professional.

How do I arrange Treatment?

When you know that you need to seek medical advice and/or treatment, we ask that you contact us first. This allows us to check your cover, confirm that your proposed treatment is eligible for payment, and in many cases, contact your medical provider to arrange direct settlement.

How does the claims process work?

There are two ways that your medical treatment can be paid:

Direct settlement

  • You contact us to advise what treatment you intend to receive.
  • We confirm that treatment is eligible and that we can ‘pre-authorise’ (guarantee payment) of it.
  • We send pre-authorisation to you and the provider of your treatment.
  • You complete and sign the pre-authorisation form.
  • Your medical provider attaches the invoice(s) for your treatment and returns with the pre-authorisation documents to us.
  • We process the claim and pay your medical provider directly.
  • We send you a ‘payment statement’ advising when and how it was paid, and who received the payment.
  • You settle any shortfall with your medical provider.
Pay and claim
  • You contact us to advise what treatment you intend to receive.
  • We confirm your cover and benefit limits.
  • You receive treatment and pay your medical provider (usually at time of treatment).
  • You and your medical provider fully complete a claim form and return the claim form to us.
  • We process the claim and pay you (via cheque or electronic bank transfer, where applicable).
  • We send you a ‘payment statement’ advising when and how it was paid, and who received the payment.

How does Bupa Global make claim payments?

Wherever possible, we will follow the instructions given to us in the payment section of the claim form.
  • We can pay you, the principle member (applicant) or your medical provider.
  • We can pay by cheque or by electronic bank transfer.
  • We can pay in over 80 currencies.

How do deductibles work?

A deductible is the amount you must pay towards covered medical expenses before we will start paying for your treatment.

Once your deductible amount has been reached, all covered expenses will be paid in line with your policy’s benefit limits. For example, if you have an annual deductible of £Sterling 500, the total value of your eligible claims must reach £Sterling 500 before we will pay any benefit.

The annual deductible applies separately to each person on your membership, and is not cumulative.


What treatment and conditions are not covered?

There are certain conditions and treatments that we do not pay for on any level of coverage.

We always ask that you contact us before arranging or receiving any treatment so we can confirm coverage./p>

Excluded conditions and treatments:

  • artificial life maintenance
  • birth control
  • conflict and disaster
  • congenital conditions
  • convalescence and admission for general care
  • cosmetic treatment
  • deafness
  • dental treatment/gum disease
  • desensitisation and neutralisation
  • developmental problems
  • donor organs
  • drugs and dressing (out-patient)***
  • epidemics and pandemics
  • experimental treatment
  • eyesight
  • family doctor treatment***
  • footcare
  • genetic testing
  • harmful or hazardous use of alcohol, drugs and/or medicines
  • health hydros, nature cure clinics and related treatments
  • hereditary conditions
  • HIV/AIDS
  • infertility treatment
  • maternity
  • obesity
  • persistent vegetative state (PVS) and neurological damage
  • personality disorders
  • physical aids and devices
  • pre-existing conditions
  • preventive and wellness treatment
  • reconstructive or remedial surgery
  • self-inflicted injuries
  • sexual problems/gender issues
  • sleep disorders
  • speech disorders
  • stem cells
  • surrogate parenting
  • travel costs for treatment
  • unrecognised medical practitioner, provider or facility
  • USA treatment (unless USA cover is purchased separately)

Do you have a limit for the cost of treatment I may receive?

Beyond the benefit limits of your plan, we only pay costs when the charges made by the provider of services are reasonable and customary. By this we mean that the charges are the same as those made to our members by the majority of other service providers in the same country; and also that they are not more than the provider would normally charge.

Services available to you

How can I track the progress of my claim?

We will process your claim as quickly as possible. You can easily check the progress of any claim you have made (outside of the USA) via our MembersWorld website or by contacting our customer services department.

How can I contact Bupa Global?

As a Bupa Global member, you can call our Medical Centre at any time of the day or night, and day of the year, and speak to medically trained people who understand your situation and can give you the healthcare advice, support and assistance you need.

We also have a team of expertly trained people ready to help with any general enquiries you may have.

Medical Centre: +44 (0)1273 333 911
General Enquiries: +44 (0)1273 323 563
Email us via our MembersWorld website


What is your complaints process?

We are always pleased to hear about aspects of your membership that you have particularly appreciated, or that you have had problems with. If something does go wrong, here is our simple procedure to ensure your concerns are dealt with as quickly and effectively as possible.

Getting in touch


If you have any comments or complaints, you can call the Bupa Global customer helpline on +44 (0) 1273 323563, 24 hours a day, 365 days a year. Alternatively, you can email via MembersWorld, or write to us at:

Bupa Global
Russell Mews
Brighton
BN1 2NR
UK

We want to make sure that members with special needs are not excluded in any way. For hearing and speech impaired members who have a textphone, please call +44 (0) 1273 866557.

We also offer a choice of Braille, large print, or audio for our letters and literature. Please let us know which you would prefer.

Taking it further

If we have not been able to resolve the problem and you wish to take your complaint further, please call the Bupa Global customer helpline on +44 (0) 1273 323 563 or write to the Head of Customer Relations at:

Bupa Global
Russell Mews
Brighton
BN1 2NR
UK

It’s very rare that we can’t settle a complaint, but if this does happen, you may refer your complaint to the Financial Ombudsman Service.
You can write to them at:

South Quay Plaza
183 Marsh Wall
London
E14 9JR

Call them on:
0845 080 1800 (from inside the UK only)
+44 (0) 20 7964 1000 (from outside the UK)

Find details at their website:
www.financial-ombudsman.org.uk

Please let us know if you want a full copy of our complaints procedure. (None of these procedures affect your legal rights).

Can I access my plan online?

Yes, as a Bupa Global member you will have access to our MembersWorld website where you can:
  • view your plan
  • update your personal details
  • make payments online
  • search our international hospital directory
  • download claim forms and other useful documents
  • talk to us online using our free Webchat service

Managing your plan

Can I change my level of cover?

If you want to change your level or type of cover, please contact our customer services helpline (+44 (0)1273 323563) before renewal to discuss your options.

If you want to increase your level of cover we may ask you to complete a medical history questionnaire form and/or to agree to certain exclusions or restrictions to your cover before we accept your application.

How can I cancel my plan?

You may cancel your plan by writing to us within 28 days of receiving your first membership certificate. In that case, you will be entitled to a full refund of all subscriptions paid, subject to no claims having been made.

You may also cancel the membership of any of your dependents (family members) by contacting us within 28 days of receiving your first membership certificate that names them as a dependent.

In that case, you will be entitled to a full refund of all your subscriptions paid relating to them, subject to no claims having been made on their behalf.


What happens if I can no longer pay for my plan?

If you do not pay subscriptions and other charges in full by the date they are due, your membership may be suspended and claims submitted while there are subscriptions and charges due will not be paid.

Your membership may also be suspended if you do not settle in full any annual deductible payable by you for a claim which has been paid direct to your medical provider. Claims submitted while repayment of an annual deductible is due will not be paid.

I haven't been able to find the answer to my question

We update this website regularly and are sorry that you haven’t found the information you were looking for on this occasion.

Please contact us and an adviser will answer your queries.