Commonly asked questions

Questions about health insurance

• How do I decide which cover is right for me?
• How much will my cover cost?
• Is my health cover renewed every year?
• I need to make a claim, what am I covered for?
• Will the price of my cover increase if I claim?
• How does an excess work?
• Can I add other members of my family to my membership?
• What things aren't covered?

Questions about joining

• How do I join?
• How do I pay my premiums?
• What happens if I change my mind?

Further questions

• Any other questions?

Questions about health insurance

How do I decide which cover is right for me?

To help you decide on your level of cover compare our heartbeat insurance policies. Or phone our Health Advisers on 0800 600 500* who will discuss with you all of the options available.

Alternatively, if you are unsure about how to choose the right health insurance for you, the Association of British Insurers (ABI) has produced a guide to buying private health insurance.

Download the ABI guide to buying private medical insurance

How much will my cover cost?

Your personal quotation will reflect the level of cover you choose for you and your family. You can choose to reduce the cost of your health insurance cover by selecting a higher excess, and you can even opt for a fixed price option.

And because BUPA wants to help you feel better in every way, we also offer Health checks - additional cover options to help you stay healthy, keep fit and remain well.

Is my health cover renewed every year?

We'll write to you at least 28 days before your renewal date, and your annual cover will automatically renew unless you decide to end your cover.

I need to make a claim, what am I covered for?

Members of the scheme are covered from the time their GP first refers them to a consultant, through to hospital treatment and follow-up consultations at any of BUPA's national network of BUPA partnership network hospitals. To understand exactly what your chosen scheme covers you should consult your membership guide.

To make a claim - when your GP refers you to a consultant for private treatment, simply contact BUPA before your appointment. By phoning us in advance of your visit we'll be able to confirm whether you're covered for your treatment. In most cases there are no forms to complete. To claim call

0845 606 8000

Lines are open 8am to 8pm Monday to Friday and 10am to 5pm on Saturday. Calls may be recorded and may be monitored. BT landline calls to 0845 numbers will cost no more than 3 pence per minute. Charges from other providers may vary and calls from mobiles usually cost more

Will the price of my cover increase if I claim?

Your individual premiums are not influenced by the number of claims you make. Subscriptions are primarily based on the number and cost of treatments, both of which are rising all the time.

For these reasons, we hope you understand why subscription charges may increase. However, you can be sure that our commitment is always to provide the best cover at the best possible price.

How does an excess work?

Including an excess on your policy can help to reduce the cost of your subscriptions. It means you will have to pay for part of your treatment, up to the amount of excess you have chosen. The excess amount applies annually to each person included in your membership.

The excess starts at the beginning of each new membership year even if treatment is ongoing. So, the excess could apply twice to a single course of treatment if your treatment begins in one membership year and continues into the next membership year.

Can I add other members of my family to my membership?

You can apply to add your partner or your children (including newborn children/adopted children) as dependants on your membership at any time. Give one of our Health Advisers a call and they can update your policy.

What things aren't covered?

BUPA Health Insurance provides a range of benefits to suit your needs. As with all insurance policies, certain exclusions apply. To find out about these read the what's not covered section.

If your unsure speak to a Health Adviser on 0800 600 500*

Questions about joining

How do I join?

Speak to a Health Adviser on 0800 600 500*. They'll help you find the right level of cover - and price - that's right for you. In order to provide a quote please have the following information to hand for both yourself, and each family member included in the plan:

• Personal details (date of birth, height, weight)
• Medical history

Quotes are valid for one month.

How do I pay my premiums?

There are two options available to you. You can pay your subscriptions in one go via debit / credit card or monthly by direct debit. Payment is due on the date the cover is to begin and every agreed period thereafter.

What happens if I change my mind?

You can change your mind within 21 days of the day when your policy starts or, if later the day when you receive your membership guide.

As long as you have not made any claims we will refund all your subscriptions. After this time, if you decide you do not want your BUPA Heartbeat policy we will refund any subscriptions you have paid which relates to a period after your cover ends.

Further questions

Any other questions?

If you have any other queries about BUPA Heartbeat or any aspect of health insurance, call FREE on 0800 600 500* and speak to one of our healthcare advisers.