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:
    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.

Member enquiries
  • Member enquiries

    Our customer service officers are pleased to help you 24 hours every day.

    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.