Members help and support | Bupa

Member help and support

Members help and support icon

Bupa product help

Find the answers and get the help you need

Health insurance

Pulse icon
Find out all you need to know about your Bupa Health Insurance, from making a claim to accessing policy information and contacting our specialist teams.

My Bupa

View and manage your health insurance online.

Dental insurance

Dental Insurance
We can help cover the cost of eligible routine and emergency dental treatment. Find out how you can claim in four easy steps.

Travel insurance

Travel insurance
Whether you’re planning a family holiday or a weekend break, it can be reassuring to know that you’re covered in case of an emergency.

Health cash plans

Dental Insurance
Our Cash Plan members can claim back money spent on everyday healthcare, such as treatment at the dentist or optician.

Find out all you need to know about your Bupa Health Insurance, from making a claim to accessing policy information and contacting our specialist teams.

My Bupa FAQs

Here's a selection of questions and answers that we've already helped our members with.

Who can use My Bupa ?


Can I manage my company policy through My Bupa?

As a company member you are able to view your policy documents and treatment history up to the last two years of your membership. However, Company group secretaries (usually located within your Human Resources Department) are required to call the group secretary helpline to change your personal details or discuss renewals.

Can I make changes to my Bupa Cash Plan/Bupa On Demand/Dental policy through My Bupa?

My Bupa is currently only available to Personal and Company health insurance members.

Login and Registration


How do I log in/register for My Bupa?

If you have yet to register for My Bupa, simply follow the instructions on this page. Alternatively If you have already registered you can log in here.

Both of these can be accessed through our members area.

I have forgotten my username/password. How do I reset these?

If you have forgotten your username you can retrieve this by clicking on ‘forgotten username/password’ link on the My Bupa log in page and enter your email address. You will then receive your username in an email.

What do I do if I get a response stating my username/email address is already in use during the registration process?

If during the registration process you receive a message which says “your username/email address is already in use”, please wait 10 minutes and the start the registration process again. For security reasons this data is held for this time. If you’re still having problems after this time please call the My Bupa helpline on 0345 609 0999 ^.

My Account


How do I access my membership documents?

If you cannot view your documents please call the My Bupa helpline on 0345 609 0999 ^.

How do I renew or change my policy?

To discuss changes to your Personal policy or if you’re interested in renewing, you can speak to our Customer Loyalty team on 0800 010 383 ^.

If you have a Company policy your group secretary will need to call the group secretary helpline on 0345 755 3322 ^. If the Company is looking to discuss a new policy they can discuss this with our Company Sales team on 0345 751 5515 ^.

How do I change my payment details?

For your protection, all payments details have to be amended by phone. Please call our dedicated Member Services helpline on 0345 609 0999 ^.

Making a claim


How do I request treatment authorisation online?

For muscle joint and bone conditions, you usually don’t need a GP referral. Just call us for fast and direct access to an expert physiotherapist  . For other conditions, once you have seen your GP, you will be able to request treatment. You will need to provide details about your condition or referral, the dates from when the symptoms began, your referral date – if applicable, what specialist you plan to see, where you will have your treatment and what procedure you plan to have.

Once you have made an online request we will call you within a maximum of 24 hours to discuss your eligibility and options. However, if your treatment is relating to one of the specialist teams listed, please call the relevant number.

I recently had treatment but it is not showing on my treatment history. When will this appear?

Once we receive invoices, we aim to process your invoices within 21 working days. The treatment will show as ‘processing’ during this time and then once it is finalised it will show as ‘completed’ and then you will be able to view the treatment online. If it has been more than 21 working days and it is still showing as’ processing’, please contact your dedicated Member Services helpline on 0345 609 0111 ^.

Do I always need a GP referral if I want to make a claim?


You do not need a GP referral for the following conditions:

Muscle, joint or bone conditions

If you need treatment of a muscle, joint or bone condition, simply call us to organise fast access to a telephone consultation with a senior physiotherapist to assess your symptoms and recommend the most suitable course of treatment for you. They can provide self-management advice and tailored exercises, or refer you to an appropriate specialist for face-to-face diagnosis or treatment.

Please note, that self referral is subject to your underwriting terms. Pre-existing conditions are normally excluded.

Specialist claim support teams

If you need treatment and it relates to one of the specialist teams listed, please contact them on the relevant telephone number^.

Our teams have specialist knowledge and experience to offer you support and advice on a wide range of treatment options. They can help you choose the treatment path that’s most suitable for you.

Back Care Team
Contact0345 600 8277
Bupa By You
Contact0345 609 0777
Cardiac Support Team
Telephone icon smalll0345 600 7264
Eye care / Ophthalmology
Contact0345 600 7267
Knee and Hip Team
Telephone icon smalll0345 600 0541
Mental Health and Wellbeing Team
Telephone icon smalll0345 600 5446
Obstetrics and Gynaecology Team
Telephone icon smalll0345 600 8636
Oncology Support Team
Telephone icon smalll0345 850 0465
Oral Surgery Team
Telephone icon smalll0345 600 7267

Bupa Anytime HealthLine

Bupa Anytime HealthLine offers around-the-clock, unlimited telephone consultations with our team of GP's and nurses.

Find out more about the Bupa Anytime HealthLine

You have been logged out

For your security, we have logged you out of My Bupa.