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Last updated: 26 March 2020

As the situation around coronavirus (COVID-19) continues to evolve daily, we know that one of the issues many of you are worried about how your clients might be affected.

To help support you during these uncertain times, we're committed to making sure you have the advice and support you need.

For guidance on how Bupa is responding and the support we can provide to you and your clients, see below. You’ll also find answers to general health questions regarding coronavirus on our frequently asked questions page.

Frequently asked questions for intermediaries

The health, wellbeing and safety of our customers, patients, their families and our people is our priority. We are closely monitoring this rapidly evolving situation and continue to review and implement measures in line with UK Government and Public Health England guidance. We have taken extensive precautionary measures across our care homes, clinics, hospital and offices to keep our customers, colleagues and visitors safe.

We are supporting the needs of our people through this difficult period with a number of measures which we continue to review in line with guidance from the Government and Public Health England.

Health insurance

To ensure that we’re supporting our customers who are being treated for COVID-19, we will pay a Cash Benefit to our customers where this is included in their policy. When there’s a pandemic (like COVID-19) in the UK, the NHS and Public Health England coordinate all cases and manage all resources. It’s very important it’s done this way so that the Government can continuously monitor, assess and manage the situation.

In addition, we’re covering treatment for mental health conditions relating to COVID-19. We’re giving our customers fast access to expert advice through our digital GP services, Anytime Healthline and Family Helpline. We have written to all Bupa recognised consultants to let them know that they can offer their Bupa patients telephone and video consultations, where they are medically appropriate, to help patients avoid exposure to the virus.

Private hospitals are working with the NHS to maximise capacity to care for people with COVID-19 so they’ve started suspending non-emergency operations. It’s hard to predict how long this will last for as it’s an unprecedented situation. Please speak to your consultant as they’ll be best placed to advise you. You can let your consultant know that we’ll cover phone and video consultations if that makes it easier. We guarantee to cover the cost of your treatment once you’re able to have it so long as you continue your policy, so there’s no need to worry about your pre-authorisation.

We can pre-authorise your treatment. But we need to let you know that private hospitals are working with the NHS to maximise capacity to care for people with COVID-19 so they’ve started suspending non-emergency operations. It’s hard to predict how long this will last for as it’s an unprecedented situation. If your care is delayed, we guarantee to cover the cost of your treatment once you’re able to have it so long as you continue your policy.

We guarantee to cover the cost of your treatment once you’re able to have it, so long as you continue your policy there’s no need to worry about your pre-authorisation. If you’re still seeing the same consultant at the same hospital you won’t need a new pre-authorisation number so long as you continue your policy.

Private hospitals, nurses and consultants are supporting the NHS in caring for patients with COVID-19, so it’s likely there will be delay unless your treatment is urgent.

Please speak to your hospital, clinic or consultant as they’ll be best placed to advise you. You can let your consultant know that we will be covering them for phone and video consultations if that makes it easier. We guarantee to cover the cost of your treatment once you’re able to have it so long as you continue your policy, there’s no need to worry about your pre-authorisation.

We guarantee to cover the cost of your treatment once you’re able to have it so long as you continue your policy, there’s no need to worry about your pre-authorisation.

The NHS is gearing up to deal with an influx of COVID-19 patients so cancelling non-emergency procedures to free up the capacity which is critical given the scale of the global pandemic. Private hospitals, nurses and consultants will be supporting the NHS in caring for patients with COVID-19. Private hospitals have also started suspending non-emergency services to focus on supporting the NHS. This is a fast moving, unprecedented situation so it is difficult to accurately predict how long this will last for but for now we anticipate that it’ll continue for at least the next 14 weeks.

NHS GP services are also under strain; they’re limiting face-to-face appointments to urgent cases but should also be offering virtual consultations. For concerns over cancer, mental health and muscles, bones and joints you can use our Direct Access service. For other concerns, you can use the Babylon digital GP services where this is included in your product. For customers who don’t yet have this in their product, we’re looking to accelerate roll out of the service to you over the next few weeks.

We know this will be a stressful time for people and that isolation may impact on overall mental wellbeing, as well as exacerbating underlying mental health conditions. We’ve seen an increase in requests for mental health support and are expanding our capacity – including remote consultations and on-line cognitive behavioural therapy. Customers can also use our Bupa’s Direct Access service, removing the need for a GP appointment. Our Family Mental Healthline is open for parents and carers to talk to us about their child’s emotional wellbeing. The online Bupa Mental Health resource hub has a wide range of support materials and is being regularly updated with relevant content.

Information for you to read and share with your clients on specific Bupa products and services


NHS online coronavirus service


Get the latest health advice from the NHS on what to do if you, your clients or their employees have symptoms of, or have been exposed to, coronavirus (COVID-19).

Here you’ll find information and advice from our experts to help you stay healthy in body, and mind.

Bupa health insurance, dental insurance, cash plan and travel 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. Bupa Health Assessments and Occupational Health services are provided by Bupa Occupational Health Limited. Registered in England and Wales No.631336. Registered office: 1 Angel Court, London, EC2R 7HJ.

Bupa health trusts are administered by Bupa Insurance Services Limited. Registered in England and Wales No. 3829851 Registered office: 1 Angel Court, London EC2R 7HJ.

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