Customer Services
Our 24-hour Customer Care helpdesk is here for you to answer your enquiries
During office hours
Service hours:
9am to 7pm Monday to Friday, except public holidays
Our customer service advisors are pleased to answer your enquiries.
Outside office hours
We can provide the following information:
Clinical procedure
Admission procedure
For enquiries related to submitted claims or pre-authorisation results, please contact us during office hours, from 9am to 7pm, Monday to Friday (except public holidays).
The telephone system of Customer Care helpdesk has been updated in August 2026.
Please refer to the telephone system call menu during office hours for
Individual members (PDF, 145KB)
or
.
Office hour shortcut to talk to our customer service advisor
Select language (1: Cantonese 2: English 3: Mandarin) >
1【Benefit coverage and claim procedure】or
2【Claim status or result】or
3【Pre-authorisation】or
4【Others】
We're here to support you at all times. If you want to make a claim or change your personal information, you can find all the necessary information and forms you need on this page.
Bupa HK mobile app and myBupa Helpline
Service hours: Monday to Friday, 9am to 9pm (except public holidays)
During office hours
Service hours:
9am to 7pm Monday to Friday, except public holidays
Our customer service advisors are pleased to answer your enquiries.
Outside office hours
We can provide the following information:
Clinical procedure
Admission procedure
For enquiries related to submitted claims or pre-authorisation results, please contact us during office hours, from 9am to 7pm, Monday to Friday (except public holidays).
The telephone system of Customer Care helpdesk has been updated in August 2026.
Please refer to the telephone system call menu during office hours for Individual members (PDF, 145KB) or .
Office hour shortcut to talk to our customer service advisor
Select language (1: Cantonese 2: English 3: Mandarin) >
1【Benefit coverage and claim procedure】or
2【Claim status or result】or
3【Pre-authorisation】or
4【Others】
We're here to support you at all times. If you want to make a claim or change your personal information, you can find all the necessary information and forms you need on this page.
Bupa HK mobile app and myBupa Helpline
Service hours: Monday to Friday, 9am to 9pm (except public holidays)
How to make a claim
Clinical Claims
Claims settled in 5 to 7 working days after all required documents are received.
See detailsHospital Claims
Claims settled in 5 to 7 working days after all required documents are received.
See detailsPre-authorisation
If your health insurance scheme includes a Bupa medical card, you may be able to use it for full cover and/or cashless treatment (if applicable) in Hong Kong. Then you won’t need to file any claims.
See detailsCritical Illness Claims
Bupa's critical illness claim process is simple and quick to ease your worries.
See detailsFrequently-used forms
Useful information
A Better World
At Bupa, our purpose drives everything we do. We’re here to help people live longer, healthier, happier lives—and to make a better world. That’s why sustainability is at the heart of our strategy as we reimagine healthcare to deliver better health outcomes for more people, in Hong Kong and beyond.
See details