Frequently asked questions

Find the answers to common questions about claims, cover and membership management.

  • Q:
    How long does it take to process a claim?

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    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.

    Q:
    Do I need pre-authorisation if a Bupa network doctor refers me to a network hospital?

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    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.

    Q:
    How do I claim clinical benefits?

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    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.

    Q:
    What is the validity of a referral letter?

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    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.

    Q:
    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?

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    A:

    Yes, Bupa will reimburse all eligible expenses of day case surgeries and clinical operations under Hospital and Surgical Benefit of your scheme.

    Q:
    How to claim the Full Cover Benefit?

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    A:

    You will need to visit a specialist and clinic appointed by Bupa and present your medical card and referral letter upon registration. If you require hospital confinement, a clinical operation or day-case surgery, the specialist will get pre-authorisation of the medical expenses for you. Once the pre-authorisation is confirmed, we will issue you a Pre-authorisation Confirmation / Guarantee of Payment Letter. Please choose a Bupa Healthcare Appointed hospital or day-case centre with the appointed specialist.

    If you are admitted to 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 no claim procedure is required.

    If you undergo a clinical operation 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 and pay the medical expenses. You can follow the normal claims procedure to submit your claim with the signed Pre-authorisation Confirmation / Guarantee of Payment Letter.

Member enquiries
  • Member enquiries

    Mon-Fri, 9am - 7pm. Our customer service officers are pleased to help you.

    2517 5333Individual schemes:
    2517 5383Bupa Gold scheme:
  • Let us call you

    Leave your contact information. We will respond to you within the same day or the next working day.

  • Email us

    Send your enquiry about individual medical insurance by email.