Bupa Global Travel

Frequently asked questions

General travel insurance FAQs

Why do I need travel insurance?

Travel insurance can cover you for unexpected medical illness or accidents while traveling outside your home country. Getting medical attention on holiday can cost a lot of money, and travel insurance can help ensure that you’re covered for these unexpected expenses.

Does your travel insurance cover me for travel within my home country?

No, our travel insurance does not offer cover whilst you are travelling in the country in which you reside.

How can I contact Bupa Global Travel Insurance?

You can contact our Bupa Global Assistance team at any time on the following details.

Bupa Global Assistance

Contact Bupa Global Assistance in case of illness and emergency.

We are at your disposal 24 hours a day.

Bupa Global Travel insurance customers:

+45 70 23 24 61

emergency@ihi-bupa.com

You can also contact the Bupa Global Travel Customer Service on weekdays between 08.00-16:00(GMT) on the following details:

Bupa Global Travel Customer Service

+45 70 20 70 48

travel@ihi-bupa.com

Why don’t you ask for my travel destination when I purchase my policy?

Generally, we don’t need to know where you are going because we cover you almost anywhere in the world, including the USA and Canada.

However, we only provide cover in IRAQ and AFGHANISTAN on a pre-approved case by case basis, so you need to contact us if you plan to travel to one of these countries. Any cover approved for these countries will incur an additional premium.

Can I cancel my travel insurance policy before it starts?

Yes, you can cancel the insurance within 14 days of the date of your purchase for a full refund.

What is the maximum length of travel on a single trip or annual travel policy? How long of a trip can I go on, and still be covered by the insurance?

Our single trip insurance allows you to buy cover for one trip that can be up to 365 days long.

Our annual multi-trip travel insurance covers you for as many trips as you like in one year, as long as each trip is no longer than 30 days. If one of your trips extends beyond 30 days, you can extend your insurance to cover the extra days by purchasing extra days online.

Should I get a single trip or annual travel policy?

It depends on the length of your trip(s) and how many times you plan to travel in a year. Our single trip policy can cover you for one trip of up to 365 days. Our annual multi-trip travel policy can cover you for multiple trips per year, but each trip must not be longer than 30 days. If your trip is longer than one month you can extend your insurance by purchasing extra days online.

Where am I allowed to travel with my travel cover?

We cover you almost anywhere in the world including the USA. However, we only provide cover in IRAQ and AFGHANISTAN if we have pre-approved the risk. Please contact us if you plan to travel to one of these countries. Any cover approved will incur an additional premium (i.e. cost more).

Will Bupa Global’s travel insurance cover me if I travel for business? Am I covered for both business and leisure trips?

Yes, both our single trip and annual multi-trip travel policies cover you for holidays, leisure travel and business trips.

What is the age limit for your travel insurance?

Our travel insurance policies cover you up to the age of 70.

Is there an age limit for winter sports cover?

No. All of our travel insurance policies cover policy holders for the same activities, up to the age of 70.

Why does travel insurance cost more when I am over 60?

We know people over the age of 60 are generally active and healthy, but insurance costs more in this age group since as it is associated with more pre-existing conditions, and some injuries simply take longer to heal.

What is a non-medical travel insurance add-on?

The non-medical cover is an add-on to the basic cover, which is for flight delays, luggage delays, theft, personal liability, missed flight connections, security and legal assistance, personal accident, death and disability.

How do I buy non-medical travel insurance?

Simply choose the policy that includes the non-medical add-on you require while purchasing your policy. If you already have our medical travel insurance, contact us to add the non-medical cover to your policy.

Is pregnancy considered a pre-existing condition?

No. With Bupa Global Travel Insurance you will be covered for acute illness and accidents, whether you are pregnant or not, but prenatal care such as general check-ups and scans are not covered.

You will be covered for travel up until and including the 36th week of your pregnancy – or until the 18th week,if the pregnancy is the result of fertility treatment or you are expecting more than one child (Please see art. 23.1.7 in our conditions).

Premature birth is covered within the periods of pregnancy mentioned, if it can be documented that you have not had any complications related to the pregnancy prior to your trip.

If you have had complications during pregnancy, apply for pre-existing conditions cover (pdf).

Does your insurance cover an emergency landing resulting from my pregnancy?

No it doesn't. If the airline agrees to fly you, they also take the risk that they may have to land due to your pregnancy, so check this with your airline before your trip. Anything unexpected that requires medical attention is, of course, covered by our travel insurance.

Bupa Global Travel Customer Service

Contact us Monday-Friday between 08.00-16.00 (GMT)

+45 70 20 70 48

travel@ihi-bupa.com

How do I extend my travel insurance?

Single trip policy: You can extend it up to a maximum of one year on our website.

Annual travel policy: You can extend it by purchasing extra days if your trip is longer than 30 days on our website.

Bupa Global Travel Customer Service

Contact us Monday-Friday between 08.00-16.00 (GMT)

+45 70 20 70 48

travel@ihi-bupa.com

How do I change my name, address, date of birth or other details, or add someone to my policy?

Simply email us or call us using the details below:

Bupa Global Travel Customer Service

Contact us Monday-Friday between 08.00-16.00 (GMT)

+45 70 20 70 48

travel@ihi-bupa.com

When should I start my annual travel insurance policy?

Your annual travel insurance policy will start on the first day of the month in which you start travelling.

What information do I need to purchase a travel insurance policy?

To provide a quote, we need your date of birth and travel dates. We don’t need your destination since the insurance covers worldwide travel, including the USA (excluding IRAQ and AFGHANISTAN, which is subject to approval from us and an additional premium.

When you buy a policy, we’ll need your full name and home address too. Your home address is important so we can repatriate you in case of a medical emergency.

Does the travel insurance cover expenses for dental treatment?

If you have lost a filling, broken a tooth or have an infection or injury, whilst travelling outside of your home country, we cover pain relieving dental treatment if it requires immediate treatment only (see policy conditions art. 6.4)

Is there a limit for reimbursement of medical expenses, and is there an excess / deductible?

No, there is no excess or deductible on any of our approved medical cover. We offer unlimited cover on eligible repatriation, hospitalisation and outpatient treatment by a recognised doctor or specialist, as well as prescribed medicines. Limits apply to some benefits, for instance prescribed treatment by a physiotherapist/chiropractor and provisional pain relieving dental treatment, you can see the full details here.

Can I terminate my annual policy in the middle of the year?

Yes, you can terminate your policy with a month’s notice for a refund of the remaining months. After you’ve had your annual insurance policy for more than a year, you can terminate it with a month’s notice and there is no cancellation fee. If you’ve had your annual insurance policy for less than a year, you will incur an administration fee of USD 100/EUR 75/GBP 60/CHF 95.

Will the insurance cover medical transportation to the treatment facility, like an ambulance or helicopter?

All fees for ambulance transport are covered when medically necessary.

What if I have an address in more than one country? Which country should I choose as my country of residence for my policy?

Please provide the country in which you officially reside, in case you need emergency medical transport home.

Do I have to be a Bupa customer in order to buy your travel insurance?

No, you don’t have to be a customer of Bupa to buy our travel insurance.

 

Can I choose where I want to receive treatment if I need medical attention while travelling?

Yes, you can choose any recognised hospital or treatment facility*, but in order to be guided to your nearest appropriate facility during travel, we recommend that you call our 24-hour medical team, who will help you with this and other medical assistance you may need during travel.

* We are unable to cover the treatment costs for a small number of providers. Please check this list, as it is regularly updated.

Bupa Global Travel Customer Service

Contact us Monday-Friday between 08.00-16.00 (GMT)

+45 70 20 70 48

travel@ihi-bupa.com

Sports / adventures / activities

Are all sport activities covered, including winter sports and adventure / extreme sports?

Our standard policies cover many lifestyle/sporting activities (pdf), including scuba diving, snorkelling, yachting, sailing, jet skiing, rafting, surfing, trekking, bungee jumping, winter sports, rugby and more. For those who are not interested in extreme sports, we cover cruises too.

We don’t cover training or participation in motorsport shows, races and competitions, base jumping, paragliding, hang-gliding, or rock-climbing / mountaineering that requires climbing equipment. We also don’t cover expeditions, mountaineering or trekking in Antarctica, the North Pole or Greenland.

Can I get cover to last the whole of the ski season?

Yes, our single trip policy can cover you if your trip is up to one year. If you’re travelling multiple times per year then you might want to consider our annual travel insurance policy, which can cover you up to one month per trip.

Is my equipment covered?

We do not cover sports equipment specifically, but baggage is included if you choose the non-medical cover. Please check the limits of our non-medical cover to ensure that they are sufficient for your needs.

Personal liability

Our non-medical add-on includes liability cover, which includes both bodily injury (if you accidentally hurt others) as well as property damage (if you accidentally break something that belongs to others). We do not cover sporting equipment. Limits apply, please refer to the policy conditions.

Travel delay

If your flight is delayed more than 5 hours, our non-medical cover will cover additional expenses up to USD 500/ EUR 350 / GBP 300 /CHF 550 for accommodation, meals and local transportation, if you have purchased our Basic + non-medical policy.

Pre-existing conditions

Can I get annual travel insurance with pre-existing medical conditions?

Travel insurance is designed to cover acute illness and injury that occurs after you've started your trip, so to be covered, it must be unexpected.

In some instances a chronic and/or pre-existing condition is covered by your travel insurance. We recommend that you send an up-to-date medical report and our application form for pre-existing conditions to Bupa Global Travel and our in-house medical consultants will determine whether your particular condition is covered.

Download the application for cover of pre-existing conditions (pdf)

What is a pre-existing medical condition?

A pre-existing condition is any disease, illness or injury for which in a period of time before your start date:

  • You've received medication, advice or treatment; or
  • You've experienced symptoms (whether the condition was diagnosed or not)

Do I have to declare my medical conditions?

No, you don’t have to declare pre-existing medical conditions if there have been no changes in the past 6 months, including changes to your medications.

Claims

Where can I get more information about the benefits of my policy?

You can read all the details of our policies in the policy conditions.

Who can submit a claim online?

All Bupa Global customers with a Travel Insurance policy can submit their claims online.

How do I submit a claim online?

All you have to do is 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.

What information should I include with my claim?

  • Policy number, date of birth first and last names
  • Email address
  • Itemised bills
  • All diagnoses related to all claims
  • If you have a health insurance, travel insurance or accident insurance with another company, please state the company name and your policy number

All bills must specify:

  • Diagnosis
  • Type of service
  • Proof of payment
  • Cost of each service provided (consultation, laboratory examination, medicine, etc)
  • If medicine has been purchased, a copy of the prescription should be included

How do I scan my bills?

To make sure your bills are legible upon receipt, please scan you bills and save them to pdf, jpg or tiff format. The maximum file size is 10mb. On the online form you click the browse button to find and select your documents before attaching them.

What if I submit bill for more than one person?

If you submit bills for more than one person, it is important to make sure that it is absolutely clear which person each bill concerns.

What if I submit bills for more than one policy?

If you submit bills for persons insured on different policies, you must submit the bills for each policy separately to avoid misunderstanding.

What is a Property Irregularity Report (P.I.R.)?

A report issued by the airline documenting the baggage incident.

Who is the Provider?

The hospital, doctor’s office, ambulance service, etc., who provided the service for which you were billed.

Under which claim type should I submit non-medical claims?

Please refer to the Policy Conditions for further details on coverage for each claim type, as the below descriptions are only outlines and do not list the requirements for coverage.

  • Daily hospital benefit/Daily emergency cash allowance: If you have received inpatient treatment and wish to claim for the cash allowance covered by the insurance.
  • Flight delay: If you experienced flight delay, cancellation or overbooking of a scheduled flight and wish to claim for documented, necessary and reasonable additional expenses for accommodation, food and local transport
  • Personal accident: If an accident occurred resulting in the insured’s death, loss of a limb, loss of sight, loss of extremity, or total permanent disablement Personal liability: If you need to claim for legal liability for bodily injury or property damage incurred by the insured
  • Security and legal aid: If you experience legal problems during your covered trip and need to claim for legal assistance and security
  • Theft/burglary/robbery: In case of robbery, burglary or theft of personal belongings Fire: In case a fire should damage your personal belongings

What if I submit bills for more than one claim type?

If you submit bills for more than one claim type (eg. dental, medical or baggage), you must submit a separate claim for each type to avoid misunderstandings.

Do you need my original bills?

No, we no longer require the original bills in order to assess your claim. We only need a scan/copy of your original bills. However in case of lost baggage, you will still need to send us the original bills for documentation purposes.

Should I keep my original bills after submitting my claim?

We recommend you keep your original bills until your claim has been assessed.

What browsers can I use?

The online claim form works with any of these browsers: Internet Explorer (version 7+), Firefox, Safari or Chrome.

Is the online claim form secure

In order to protect your credit card details and personal information the online claim form is based on a secure web page. You can check that a web page is secure when a 'lock' icon appears in the window of the browser and when the URL begins with "https" (instead of the standard "http").

What if I can't scan my bills?

You can submit your claim to us by post.

The address is:

Bupa Global Travel
Palaegade 8
1261 Copenhagen K
Denmark

You can also submit the claims by email.