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. For a critical illness claim, we take about 10 to 12 working days. If you use our medical card, you do not need to pay medical bills or lodge a claim. Please learn how to use your medical card.
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Do I need pre-authorisation if a Bupa network doctor refers me to a network hospital?A:If you are admitted to a network hospital, pre-authorisation is always required. Please ask a Bupa network doctor to obtain pre-authorisation for you.
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How do I claim clinical benefits?A:If your scheme offers a Bupa medical card, 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 a related medical condition for a period of six months from the date 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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How to claim the Full Cover Benefit?A:You need to visit a specialist appointed by Bupa and present your medical card and referral letter. If hospital confinement, clinical operation or day-case surgery is required, the specialist will then get
pre-authorisation of the medical expenses for you. Once the pre-authorisation is confirmed, we will issue you with a Pre-authorisation Confirmation / Guarantee of Payment Letter. Please choose a Bupa CarePro or Bupa Care Kid appointed hospital or day-case centre with the appointed specialist.
If you are admitted to the hospital, please present your medical card, the approval document, and admission letter to enjoy cashless treatment. Upon discharge, all you need to do is to sign on the claim form provided by the hospital. Bupa will directly settle your expenses with the hospital so claim procedure is not required.
If you receive clinical operations or day-case treatment at the clinic or day-case centre appointed by Bupa, please present your medical card, the approval document and referral letter upon registration. Sign the voucher provided.
If you receive treatment at the day-case centre of a hospital, please present the referral letter upon registration. Pay the medical expenses and follow the normal claims procedure with signed Pre-authorisation Confirmation / Guarantee of Payment Letter to make your claim.Q:
I have just joined a Bupa individual health insurance scheme. Am I covered immediately?A:There is no waiting period for our hospital benefit. You are covered immediately after your membership takes effect (except the Bupa Civil Servants scheme and maternity benefit).
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If my hospital benefit has been used up this year, will it affect the benefit limit next year?A: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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Does Bupa guarantee to renew my health insurance scheme?A:Yes. Regardless of your claims and health status, we guarantee to renew your cover without charging any additional subscription on an individual basis (This does not apply to Bupa Critical Essential Care, which is a critical illness insurance scheme).
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Can I claim medical expenses that I incur overseas?A:All of our individual 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 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 HK$39,000 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.
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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?A:Yes, as long as 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.
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Can I enrol in more than one Bupa Critical Essential Care scheme?A: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.
Q:
What should I do if I lose my Bupa medical card?A:You can complete and return the Declaration of Loss Card Form to us so that we can re-issue your medial card. You can also contact our Customer Care helpdesk for assistance. Download Declaration of Loss Card Form (77.4Kb PDF).
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What can I do if I forget the 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:You can go to Bupa Active on our website and register as a user to receive the e-statements service. You will be notified by email if there is any claims statement or shortfall statement (if applicable).
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When will I receive a renewal notification?A:We will send your renewal invitation by mail about six weeks before your contract anniversary. Bupa Wise Choice members will receive the renewal documents by email.
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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).
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How can I contact Bupa？A:Please call our Customer Care helpdesk or send us an email any time you need.
Bupa individual members：2517 5333
Bupa Gold members：2517 5383
Bupa group members：2517 5388
Fax：2548 1848
Office hours：9am to 7pm, Mon – Fri (except public holidays)
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Member enquiries
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- 2517 5333Individual schemes:
- 2517 5383Bupa Gold scheme:
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