Frequently asked questions

1. How long does it take to process a claim in general?
We closely monitor the progress of all claims. Under normal circumstances, a hospitalisation and consultation claim would take about 5-7 working days to process upon receipt of the claim form, original copies of the receipt and related supporting documents from doctors. Some of our schemes also provide convenient and hassle-free service for hospitalisation and consultation. There is no need for you to fill in any forms or make any prepayment so long you use the Bupa medical card within the scheme when seeking consultation and hospitalisation with one of Bupa´s network clinics or hospitals.

2. Do I need pre-authorisation in the event that I use the hospital service as advised by a Bupa network doctor?
Members using Bupa´s network hospitalisation service need to request the Bupa network doctor to apply for pre-authorisation. Upon verification, the Bupa network doctor will advise you of the fee and arrangement. This pre-authorisation measure can give members an idea of the fee and whether it will be fully compensated by the coverage so they can make appropriate financial planning and arrangements.

3. How do I go about making claims for consultation fee?
If your scheme does not provide for the use of the Bupa network medical card, please send us a claim form and the original copy of the receipt within 90 days from the date of your consultation so we can start processing your claim. If your consultation involves the use of a Specialist, diagnostic test, physiotherapy or chiropractic treatment, physical therapy or chiropractic treatment, please attach a copy of the referral letter from a registered general practitioner (a copy of the original is acceptable) when submitting the claim.

4. What is the valid period for a referral letter in general?
A referral letter is only valid for the same or related condition for a period of six months from the date of issuance. Treatment received for a new or unrelated condition will require another referral letter.

5. If a minor surgery is undertaken at the day case unit of a hospital or clinic without overnight hospitalisation, will the abovementioned medical expenses be reimbursed by Bupa?
Yes. Unless otherwise specified, Bupa will reimburse expenses according to the relevant Hospital and Surgical Benefit provisions for all qualified clinical operations or day case surgeries.