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You can claim for COVID-related hospital stays

We’ve waived the usual pandemic exclusion on claims for any hospital in-patient stays and hospital day-case admissions relating to COVID 19 which began after 12 March 2020. This means any such claims will be processed in line with the policy benefit limits.

We’ll continue to process claims for all other benefits according to your policy. So the pandemic exclusion will still apply to things like consultations and diagnostic tests (where included in your policy), unless we inform you otherwise.

Remote access dental care

Dental practices may be open, but we’re also offering a range of remote services. That means fast access to expert support from the comfort of home or the convenience of your office. These remote services are covered by any cash plan with dental benefits, in line with your benefit limits and terms and conditions.

Virtual dental assessments

Can’t or don’t want to visit a dental practice right now? You can book a virtual oral health assessment with a range of suppliers, including Instant Dentist, and claim the costs back within your benefit limits and terms and conditions.

  • Assessments are done by camera and/or video
  • You won’t talk directly to the dentist
  • The dentist will write up a personalised report
  • Your report will cover your oral health and risks, and suggest any improvements.

Free emergency remote dental care by phone or video call

If you’re midway through treatment or you have an emergency, we can help. You can talk to a Bupa Dental Care dentist by telephone or video, even if you don’t normally attend one of our practices. This service is free and doesn’t affect your benefit limits.

To use this service, please call 0333 015 5255.

Lines are open Monday to Friday 9.30am - 5pm. We may record or monitor our calls.

Covering you for exceptional PPE throughout 2021

PPE isn’t usually covered by your cash plan, but we know how important it is right now. So although the costs can be significant, we're continuing to cover exceptional PPE for your dental treatments (up to your benefit limits) through to the end of 2021, as a policy exception. So for any claims from 13 July 2020, we’ll pay for the cost of your treatment and extra PPE out of your dental benefit.

Taking care of you wherever you are

Some people are shielding, some feel anxious about attending appointments, and some find it hard to get away from their commitments. But your health doesn’t become any less important, so we’ve put in place a range of services you can access from anywhere.

How to make a claim on your Bupa cash plan

Frequently asked questions

The World Health Organisation officially designated the coronavirus as a pandemic on 12 March 2020. Our cash plan policies exclude the treatments, goods or services arising from any pandemic. However, from 12 March 2020, we’ve decided to temporarily waive this exclusion for any hospital in-patient stays and hospital day-case admissions claims relating to COVID. Claims for all other benefits will continue to be processed in line with your usual terms and conditions, and the pandemic exclusion will still apply to relevant benefits, such as consultations and diagnostic tests or scans, as long as they're covered by your policy (unless we inform you otherwise).

We have adapted and added to our services, so there’s now an extended range that you can access remotely, from the comfort of your home or the convenience of your office. This includes virtual dental and physiotherapy services, depending on your policy.

Dental practices are using exceptional PPE to keep everyone safe. But don’t worry: we’re covering the cost of the exceptional PPE, up to your benefit limits. So for any claims dated from 13 July 2020 until the end of 2021, as a policy exception we’ll pay for the additional PPE costs as well as the cost of treatment, out of the relevant dental benefit (subject to your terms and conditions and normal benefit limit).

Until further notice, we’ve also temporarily waived the usual exclusion for any hospital in-patient and hospital day-case admissions relating to COVID-19, beginning from 12 March 2020, where you have this benefit in your policy. So COVID-related hospital in-patient stays and hospital day-case admissions will now be processed in line with your benefit limits and other terms and conditions.

For the main member on your cash plan policy, we’re extending access to our online health check benefit until the end of 2021. This is a wellbeing portal which provides you with a lifestyle score plus recommendations, online coaching and support tools. We have sent you details of how to access this.

Tests to check whether you have COVID-19 are not covered by our cash plans.

If you would like to pay for a test, we offer a range of testing options at an extra cost, which include:

  • We currently offer polymerase chain reaction (PCR) home testing kits to help people find out if they are currently infected with COVID-19.
  • Selected Bupa health centres also offer Rapid COVID-19 antibody testing, which in 15 minutes could let you know if you have detectable antibodies to COVID-19. If you do, it would suggest you’ve previously been infected with COVID-19. The test cannot confirm when you had it, or how long any antibodies may last.

Find out more about testing for the coronavirus on our general FAQs page. The situation is evolving all the time, so please check with us regularly.

Some claims may take a little longer. However, if you claim online, we’ll send you an email to confirm we’ve received your claim. We will then process it as soon as possible and, if we have your mobile number, we’ll send you a message to confirm the outcome.

We can only pay out on eligible claims if your premiums have been paid up to date. Please refer to your membership guide.

Please check your membership guide, in particular Section 2.9.

You can find out more about our cash plans and how to join here:


For individuals
For small business customers
For corporate business customers:

Please refer to your membership guide and table of cover. These documents include details of your benefits, benefit limits, limitations and exclusions, and other terms and conditions − including how to claim.

Tables of cover and membership guides:


For individuals
For small business customers
For corporate business customers:

Please check your membership guide:

  • If you have an individual cash plan, it’s in Section 6.
  • If you have a small business or corporate cash plan, please see Section 7.

Yes, we’re open to new business and to customers who wish to upgrade their cover or switch from another provider. Please get in touch if you'd like to discuss your options.

No, not at this stage. Instead, we’ve ensured that you continue to get value from our cash plans. We don’t yet know how the situation with COVID-19 will develop or how long it will last, but we'll continue to monitor the situation and ensure we deliver value for you.

The General Dental Council requires dentists to introduce a range of safety measures, which includes all patients, clinical and practice teams wearing exceptional PPE to minimise the risk of cross-contamination. The cost of PPE can be significant, and it would not normally be covered by our cash plan policies.

However, if your cash plan includes a dental benefit, we’ve committed to paying for the cost of exceptional PPE, up to your benefit limits, from 13 July 2020 all the way through to the end of 2021, as a policy exception. This will come out of your relevant dental benefit, subject to your normal benefit limit and terms and conditions.

Our cash plan policies exclude the treatments, goods or services arising from any pandemic. However, we’ve decided to temporarily waive this exclusion for any COVID-19-related hospital in-patient stays or hospital day-case admission claims, from 12 March 2020 until further notice. Check for further updates.

We’ll continue to process claims for all other benefits in line with our standard terms and conditions. Other than as described above for hospital cash benefits, the pandemic exclusion will still apply to relevant benefits such as consultations, tests and scans (where these benefits are covered by your policy), unless we tell you otherwise. Check for further updates

Consumer policies

You can cancel your policy at any time. Information on how to do this can be found in your membership guide. If you decide to re-join at a later date, you can only join a product that’s available at that time, which may not match the one you currently have, and it must be in line with other age and eligibility criteria. The only qualifying period that’s applicable to cash plans is on products that include the birth and adoption benefit, which is subject to a one-year qualifying period. Please refer to your table of cover or membership guide for further information.



Policies via employers


You’ll need to contact your HR department, as we can’t do it on your behalf.


For more general questions about how we’re responding to the coronavirus:

Visit our COVID-19 FAQs page

We’re just a call or an email away

If you have any questions at all about your cash plan, just call us on 0345 606 6003. We re open Monday to Friday 8am to 6pm, Saturday 8am to 1pm. We may record or monitor our calls.

Or you can email us and we’ll get back to you between 8am and 6pm, Monday to Friday.
Please be careful what you include, as email may not always be secure.

Our COVID-19 articles and videos
offer expert advice and tips

The situation with the coronavirus changes all the time, and it can be hard to keep track or to know what to do for the best.

That’s why we’re publishing a stream of expert content to help you manage your risks and live as fully and healthily as you can.

Bupa is not affiliated with or recommending the services provided by Instant Dentist. If you choose to use services provided by Instant Dentist you do so at your own discretion. Bupa is not responsible in any way for any goods or services provided by Instant Dentist. Instant Dentist is a trading name of Uplift Health Limited, a company incorporated in Ireland whose registered office is at 46 Fitzwilliam Square West, Dublin D02 PYO1.

†† Bupa Health Clinics: Services are provided by Bupa Occupational Health Limited. Registered in England and Wales No. 631336. Registered office: 1 Angel Court, London, EC2R 7HJ.

Bupa Dental Care is a trading name of Oasis Healthcare Limited. Registered in England and Wales number: 03257078. Registered office: Bupa Dental Care, Vantage Office Park, Old Gloucester Road, Hambrook, Bristol, United Kingdom BS16 1GW.

Bupa cash plan and Bupa dental insurance are provided by Bupa Insurance Limited. Registered in England and Wales No. 3956433. Bupa Insurance Limited is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. Arranged and administered by Bupa Insurance Services Limited, which is authorised and regulated by the Financial Conduct Authority. Registered in England and Wales No. 3829851. Registered office: 1 Angel Court, London, EC2R 7HJ.

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