Find the answers to common questions about claims, cover and membership management.
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How long does it take to process a claim?A:We usually take 5 to 7 working days to process a hospital or clinical claim once we have received all the required documents. If you use your medical card, you do not need to pay medical bills or lodge a claim. Please learn how to your medical card.
Q:
Do I need pre-authorisation if a Bupa network doctor refers me to a network hospital?A:If full cover on hospital benefit is available under your company scheme, you do not need to pay medical bills or lodge a claim through your medical card. If network hospital benefit is provided, please obtain pre-authorisation before admission to a network hospital. Please ask a Bupa network doctor to obtain pre-authorisation for you.
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How to claim the clinical benefits?A:If your company scheme offers a Bupa medical card for clinical benefits, you can present the card at a network clinic and do not need to pay the bills or lodge a claim. If you don’t have a medical card, please submit a clinical claim form with all required documents within 90 days of consultation. Please learn more about how to submit a clinical claim.
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What is the validity of a referral letter?A:A referral letter is valid only for the original or related medical condition for a period of six months from the date of it is issued. Treatment received for a new or unrelated condition requires another referral letter. You can receive only the specialty treatment specified in the referral letter.
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Can I claim hospital benefit if I undergo a minor surgery at the day case unit of a hospital or clinic without a hospital stay?A:Yes, Bupa will reimburse all eligible expenses of day case surgeries and clinical operations under Hospital and Surgical Benefit of your scheme.
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If my hospital benefit has been used up this year, will it affect the benefit limit next year?A:Except for maternity benefit based on each pregnancy, our schemes are renewed on a yearly basis. So, if the benefit has been used up in any one year, it will be reinstated in a new contract year.
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Can I claim the medical expenses that I incur overseas?A:Most of our group health insurance schemes provide worldwide coverage. Hence, we reimburse all eligible medical expenses that you incur overseas. If your scheme offers Bupa Worldwide Assistance Programme, you can also access to emergency assistance overseas.
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How can I get help if I need emergency treatment in a hospital overseas?A:If your scheme offers Bupa Worldwide Assistance Programme, 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 present your valid Bupa Worldwide Assistance Programme Card (or Bupa membership card with IPA logo) and travel document to arrange for hospital admission. We will pre-pay an admission deposit up to HK39,000 for you. If you are in China, you can call this hotline to locate the nearest network hospital. IPA will provide the guarantee of deposit for admission to any of these network hospitals.
Q:
Can I continue my cover with Bupa if I leave my company? What is the procedure?A:If your group membership remains valid for a period of six months or longer, Bupa will guarantee to accept your membership transfer to ward level of Bupa CarePro Health Insurance Scheme (Hospital and Surgical Benefit) upon your retirement or termination of employment. Please notify us about such transfer one month in advance and return the completed application form for the individual scheme to us. Meanwhile, the group health insurance scheme held by your company must be still in force on the effective date of your individual scheme.
Q:
If I need to add or terminate the membership of an employee and his or her dependents, what should I do?A:Please complete and return the Request for Information Changes Form to us within one month of the new employment or termination notice period. We usually need seven working days to process the change. Please collect the employee's medical card before he or she leaves the company. Download Request for Information Changes Form (959Kb PDF).
Q:
If I have a new employee, how is the subscription calculated? What will they receive when their membership commences?A:Since our schemes are annual contracts, we will charge the subscription on a pro-rata basis. The new employee will receive a medical card and a List of HealthNet Service Providers, if applicable. If you need more copies of the Schedule of Benefits or Membership Guide, please contact our Customer Care Advisers.
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How do I know the employee has settled any shortfall before he or she leaves the company?A:We will immediately send you the shortfall invoice if the employee has incurred any shortfall after our claims assessment. You can also call our Customer Care Adviser for assistance.
Q:
What should I do if I lose my Bupa medical card?A:Please contact your Human Resources department for assistance. They will complete and return the Declaration of Loss Card Form to us so that we can re-issue the medial card to you. Download Declaration of Loss Card Form (77.4Kb PDF).
Q:
What can I do if I forget my login name or password for Bupa Active?A:You can click 'Forgot password' at Bupa Active. We will then send the password to your registered email address; or you can contact our Customer Care helpdesk to re-set your password or login name.
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Can I check my claims status and access network doctor information online?A:Yes, you can log into Bupa Active on our website to track the progress of your claims and search the network doctor list.
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What should I do if I want to receive the e-statement by email?A:It depends if your company has applied for the e-statement service. Please contact your Human Resources department.
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I want to change my personal information, such as adding a dependent or changing my bank account for claims payment, what should I do?A:You can contact your Human Resources department for assistance.
Q:
How do I pay my shortfall?A: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". You can also pay by credit card via your online banking service (if this service is available).
Q:
How can I contact Bupa？A:You can call our Customer Care helpdesk or email us.
Bupa group members：2517 5388
Fax: 2548 1848
Office hours：9am to 7pm, Mon – Fri (except public holidays)
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Group member enquiries
Mon-Fri, 9am - 6pm. Our customer service officers are pleased to help you.
- 2517 5388General enquiries:
- 2517 5789Pre-authorisation:
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Email us
Send your enquiry about group medical insurance by email.
