Frequently asked questions
About your cover
1. I have just joined an individual health insurance scheme with Bupa. I would like to know if there is any specific waiting period?
2. If the hospital coverage amount has been used up this year, will it affect the coverage amount in the coming year?
3. Can I continue my health insurance scheme with Bupa after the age of 60?
4. Can Bupa guarantee renewal of my individual health insurance scheme?
5. I am a member of a Bupa individual health insurance scheme. Do I still get the coverage if I reside abroad for good?
6. What should I do when I am hospitalised overseas?
7. If I emigrate overseas, will my hospital and surgical benefit still be effective?
8. If I join a Bupa individual health insurance scheme after enrolling in Bupa Critical Essential Care, can I have the free Medical Top-up Benefit?
9. Can I enrol in more than one Bupa Critical Essential Care scheme?
About managing your scheme
1. What should I do if I lose the medical card issued by Bupa?
2. What can I do if I forget the login password for Bupa Active?
3. Can I check my claims status and access network doctor information online?
4. How do I request the e-statement service?
5. When will I receive a renewal notification?
6. How do I pay any shortfall that I have?
7. Is there any Grace Period for the contract?
8. How do I contact Bupa?
About your cover
1. I have just joined an individual health insurance scheme with Bupa. I would like to know if there is any specific waiting period?
Our health insurance schemes normally do not have any waiting period. Members are covered by a scheme with effect from the effective date of the insurance contract (with the exception of Bupa Civil Servants scheme).
2. If the hospital coverage amount has been used up this year, will it affect the coverage amount in the coming year?
Our scheme is based on a yearly basis and hence the coverage amount is counted annually. If the eligible benefit amount has been used up this year, it will start afresh in each and every new year.
3. Can I continue my health insurance scheme with Bupa after the age of 60?
All individual schemes of Bupa provide guarantee renewal with lifetime protection and coverage (except for Bupa Civil Servants scheme and the Bupa Wise Choice scheme). The last renewal age for Bupa Civil Servants scheme and Bupa Wise Choice scheme is 64 and 55 respectively. Members of these two schemes can transfer their schemes to a specified individual health insurance scheme, which will allow them to enjoy lifetime coverage and protection. The last renewal age for group scheme members is 64, and they can also transfer their schemes to a specified individual health insurance scheme to enjoy lifetime protection.
4. Can Bupa guarantee renewal of my individual health insurance scheme?
Yes. Once you become an individual health insurance member of Bupa, Bupa will guarantee your renewal with no additional cost regardless of your health condition or the number of claims made.
5. I am a member of a Bupa individual health insurance scheme. Do I still get the coverage if I reside abroad for good?
All of our individual health insurance schemes provide for worldwide coverage. Hence, we will reimburse all qualified medical expenses incurred overseas. In addition, most of our individual schemes come with the Bupa Worldwide Assistance Service which includes services like admission deposit, emergency medical escort and etc., giving you peace of mind when travelling abroad.
6. What should I do when I am hopsitalised overseas?
If your scheme includes the Bupa Worldwide Assistance Service, you can call our 24-hour Worldwide Assistance Service hotline on (852) 2861 9229 and provide your full name, membership number, location and incident details. You can then go to any hospitals overseas and present your valid Bupa Worldwide Assistance Programme Card and travel document to arrange for hospital admission. We provide members with the benefit of an admission deposit up to HK39,000. If you are hospitalised in China, you can also call our hotline to ask for the latest list of network hospitals. If you are admitted to a network hospital in China, we will provide an admission deposit with no amount limit.
7. If I emigrate overseas, will my hospital and surgical benefit still be effective?
If you emigrate overseas permanently and subject to Bupa having ongoing medical insurance business in the country you are relocating to, we will try our very best to help transfer your membership to the country so you can extend your benefit and coverage.
8. If I join a Bupa individual health insurance scheme after enrolling in Bupa Critical Essential Care, can I have the free Medical Top-up Benefit?
Yes. Provided your Bupa individual health insurance scheme (except Bupa Wise Choice ) is in force at the time you are diagnosed with a Major Critical Illness, you can enjoy this benefit.
9. Can I enrol in more than one Bupa Critical Essential Care scheme?
Yes. You can enrol in more than one Bupa Critical Essential Care scheme to suit your needs. The maximum sum insured for all Bupa critical illness policies is HK$1,500,000, subject to underwriting approval. You can also reduce sum insured, subject to a minimum of HK$200,000 for each contract.
About managing your scheme
1. What should I do if I lose the medical card issued by Bupa?
Members of an individual scheme can contact our Customer Care Adviser to instantly proceed with registering and issuing of a replacement card.
2. What can I do if I forget the login password for Bupa Active?
You can click on the "forget password" function on Bupa Active. We will email you the password notice to your contact email address; or you can contact our Customer Care Adviser to re-set your login password and then you can re-login onto Bupa Active.
3. Can I check my claims status and access network doctor information online?
You can log onto Bupa Active on Bupa´s website to find out the progress of your claims and search the network doctor list.
4. How do I request the e-statement service?
You can log onto Bupa Active on Bupa´s website and apply for the e-statement service. We will send a confirmation letter to you via email and notify you to view the latest e-statement and shortfall invoice.
5. When will I receive a renewal notification?
We will send you a renewal invitation letter or renewal confirmation letter (depending on the scheme) by mail about one and a half months before your membership due date each year.
| Bupa individual health insurance scheme |
Your Membership Certificate, Subscription Advice and Schedule of Benefits will be sent together with the renewal invitation letter or renewal confirmation letter |
| Bupa Critical Essential Care |
Your Membership Certificate and Subscription Advice will be sent together with the renewal letter |
6. How do I pay any shortfall that I have?
You can pay your shortfall by cheque or PPS. If you pay by cheque, please write your membership number, shortfall invoice number and the amount on the back of the cheque and send it together with the shortfall invoice to our Accounts Department. If you pay by PPS, please input company code 9383 and select shortfall payment. Some banks may provide an online financial service for this purpose.
7. Is there any Grace Period for the contract?
We regret that there is no Grace Period. If we do not receive your subscription for 2 successive months, your contract will be terminated. If you wish to restore your contract, you can apply for reinstatement within one month from the termination date. Your contract will become effective again after we have received the subscription balance and your reinstatement application has been approved.
8. How do I contact Bupa?
If you need more information, you may call our Customer Care helpdesk during office hours.
Enquiry hotline：
9:00 am to 6:00 pm from Monday to Friday (except public holidays)
Bupa individual health insurance scheme: 2517 5333
Bupa critical illness insurance scheme: 2517 5333
Bupa Gold health insurance scheme: 2517 5383
Bupa group health insurance scheme: 2517 5388
Bupa CarePro, Bupa Care Kid Hospitalisation Pre-admission hotline: 2517 5328
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