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Customer Services

24 hours, 7 days a week

Individual Schemes

2517 5333

Bupa Gold Schemes

2517 5383

Bupa group members

2517 5388

Clinical Claims

Clinical Claims

It’s simple and straightforward to make clinical and dental claims at Bupa. Choose one of the two ways:

Enquiries

We are here for you 24 hours every day.

To pay and claim, simply follow these three steps:

1

Before you leave the clinic: Pay the bill and get required documents.

Required documents:

Basic documents:
Original payment receipts 
Additional documents (if any):
  • Referral letter from your doctor (for claiming specialist consultation, diagnostic imaging and laboratory tests, physiotherapy and chiropractic treatment or prescribed medication)
  • Pre-authorisation confirmation (if pre-authorisation is required)
You can also refer to your Membership Guide or call us for details.

 
2

Within 90 days: Submit a completed claim form with the required documents

If you fill in the claim form, please mail to our Claims Department

18/F Berkshire House, 25 Westlands Road, Quarry Bay, Hong Kong
3

After submission: Once Bupa receives your completed claim forms and all the required documents, it usually takes 5 to 7 business days to process the claim.

If you chose to get our e-Statement service, we will notify you of the claims result by SMS. We will then transfer the payment of your claims to your designated bank account by autopay.

Useful reminder:

Please obtain the documents that are needed to make a claim. Keep in mind that you will need to pay for the fees charged for issuing the medical report(s).

If you use a Bupa medical card, you don’t need to submit any claims to us. Simply follow these steps:

For clinical benefit:

  1. Show your medical card when visiting a network doctor.
  2. After your treatment, sign the voucher provided by the clinic and keep the member’s copy.

For full cover and cashless treatment in case of out-patient care after surgery or cancer treatment (applicable to Bupa HealthPlus Card):

  1. Show your medical card, Certificate for Diagnostic & Imaging / Physiotherapy Service (“The Certificate”) (mailed to you before hospital admission) and attending doctor's referral letter upon registration at the network physiotherapy or diagnostic centre. 
  2. After you received treatment or examination, sign the voucher and keep the member’s copy. 
  3. You will receive notification of settled claim amount by SMS, followed by a shortfall invoice (if any) by post or a notification by email (if you have chosen to receive e-statements).
 

Enquiries

We are here for you 24 hours every day.

Individual members

2517 5333

Group members

2517 5388

Bupa Gold members

2517 5383

or