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Our pledge to our customers

In the early stage of the pandemic, some independent hospital services were disrupted as they were required to support the NHS due to the impact of COVID-19.

Thankfully, many of the treatments that our customers needed continued, such as those for time-critical cancer and heart care. Other treatments were delayed, and although many of these went ahead later, we expected an overall reduction in claims.

In response to this, we pledged that we would pass back to our UK health insurance customers any exceptional financial benefit ultimately arising from COVID-19.

Our customers always come first

Although the full impact of the pandemic is still to play out, we’re delivering on the pledge we made last year. We’ll be sending our eligible UK health insurance customers a rebate payment at some point between April and the end of July 2021.

We’ll be in touch with those customers over the coming weeks to explain how they’ll receive their payment, so they don’t need to contact us or do anything.

As Bupa is an organisation without shareholders, our customers always come first. That’s why we made our pledge and are making this payment as soon as we can.

Here are answers to some questions you may have

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In the early stage of the Coronavirus pandemic, some independent hospital services were disrupted as they were required to support the NHS. Thankfully, many of the treatments that our customers needed continued, such as those for time-critical cancer and heart care. Other treatments were delayed, and although many of these went ahead later, we expected an overall reduction in claims. In response to this, we pledged that we would pass back to our UK health insurance customers any exceptional financial benefit ultimately arising from COVID-19. We’re passing this back to our customers as a premium rebate.

It’s the value of claims reductions resulting from COVID-19 after we’ve allowed for the likely impact of delayed claims and the additional costs of the pandemic. We’re passing this amount back to our customers as a premium rebate payment.

Overall, during 2020, access to some medical treatments and services was limited for some customers for a short time due to the impact of COVID-19. In order to make the payment as soon as possible, our rebate takes into account an estimate of delayed claims, where customers have postponed their treatment, and additional costs of responding to the pandemic. Rebate payments will be relative to the premiums our customers paid when treatment was most disrupted due to independent hospitals and medical staff supporting the NHS.

We asked Grant Thornton LLP to provide an independent review of our approach to allocating the rebate, and this is what they said:

"We have independently reviewed Bupa’s proposed approach to allocating its rebate fund between its eligible UK health insurance customers. We recognise that finding the right balance between fairness, simplicity and Bupa’s desire to act promptly in distributing the rebate fund is challenging, and that no single approach will fully satisfy all stakeholders. We are satisfied that Bupa’s proposed approach to allocating its rebate fund between its eligible UK health insurance customers is reasonable and strikes an equitable balance between these objectives.”

UK health insurance customers who paid a premium between 23 March and 30 September 2020 are eligible for the rebate. The payment will be made to the individual or organisation that pays Bupa for the policy.

At this stage, as an approximate guide, we expect the payment to be equivalent to around one month’s premium for customers who held a policy with us through the qualifying period last year. This amount may differ depending on the period for which premiums were paid during the qualifying period and the final outcome of our calculations. The payment will be made to the individual or organisation that pays Bupa for the policy.

We’ll never email to ask for your bank details. If we need you to update your bank details, we’ll send you a letter asking you to call us.

If you receive an email that you believe is suspicious, you can forward it to the UK’s National Cyber Security Centre at report@phishing.gov.uk. If you think you’ve been a victim of fraud or cybercrime and incurred a financial loss, or have been hacked as a result of a phishing message, report this to Action Fraud on 0300 123 204.

We asked Grant Thornton LLP to provide an independent review of our approach to allocating the rebate, and this is what they said:

“We have independently reviewed Bupa’s proposed approach to allocating its rebate fund between its eligible UK health insurance customers. We recognise that finding the right balance between fairness, simplicity and Bupa’s desire to act promptly in distributing the rebate fund is challenging, and that no single approach will fully satisfy all stakeholders. We are satisfied that Bupa’s proposed approach to allocating its rebate fund between its eligible UK health insurance customers is reasonable and strikes an equitable balance between these objectives.”

As we have so many customers, calculating and delivering on the rebate payments is complex. We’re working as fast as we can and will send customers their payments at some point between April and the end of July. We’ll write to you with more information about your exact rebate payment nearer the time. The payment will be made to the individual or organisation that pays Bupa for the policy.

We asked Grant Thornton LLP to provide an independent review of our approach to allocating the rebate, and this is what they said:

“We have independently reviewed Bupa’s proposed approach to allocating its rebate fund between its eligible UK health insurance customers. We recognise that finding the right balance between fairness, simplicity and Bupa’s desire to act promptly in distributing the rebate fund is challenging, and that no single approach will fully satisfy all stakeholders. We are satisfied that Bupa’s proposed approach to allocating its rebate fund between its eligible UK health insurance customers is reasonable and strikes an equitable balance between these objectives.”

The qualifying period covers the early stage of the COVID-19 pandemic when independent hospital services were most disrupted as they supported the NHS. Thankfully, many of the treatments that our customers needed continued, such as those for time-critical cancer and heart care. Other treatments were delayed, and many of these went ahead later and were paid for by Bupa. The rebate period takes into account these delayed claims.

At this stage, it’s too early to say, so we’re rebating as much as we can to our customers as early as possible. We’ll carry out a final review in due course to ensure we’ve met our pledge.

No, the rebate will not impact your future premium.

In the early stage of the Coronavirus pandemic, we invested in providing our customers with health services from home, support to access care and help for those experiencing financial hardship.

We swiftly expanded our range of Bupa From Home healthcare services which include:

  • Access to Digital GP which offers care through mobile devices, 24/7 for all customers
  • Anytime HealthLine which offers access to nurse advice 24/7
  • Video and telephone access to our recognised therapists and consultants
  • Fast-track diagnosis at home for skin and heart issues
  • Extending chemotherapy at home for cancer patients and
  • Mental health support, including help for carers through Bupa’s Family Mental Health Helpline.

You can find out more information on our Coronavirus Information Hub at www.bupa.co.uk/coronavirus

Please don’t delay contacting us via your usual Bupa helpline or online here if you’ve got a health concern. We’re continuing to authorise care with consultants and therapists to see new patients either face-to-face, or by phone or video call.

In the early stage of the Coronavirus pandemic, some independent hospital services were disrupted as they were required to support the NHS. Thankfully, many of the treatments that our customers needed continued, such as those for time-critical cancer and heart care. Other treatments were delayed, and although many of these went ahead later, we expected an overall reduction in claims. In response to this, we pledged that we would pass back to our UK health insurance customers any exceptional financial benefit ultimately arising from COVID-19. We’re passing this back to our customers as a premium rebate.

It’s the value of claims reductions resulting from COVID-19 after we’ve allowed for the likely impact of delayed claims and the additional costs of the pandemic. We’re passing this amount back to our customers as a premium rebate payment.

Overall, during 2020, access to some medical treatments and services was limited for some customers for a short time due to the impact of COVID-19. In order to make the payment as soon as possible, our rebate takes into account an estimate of delayed claims, where customers have postponed their treatment, and additional costs of responding to the pandemic. Rebate payments will be relative to the premiums our customers paid when treatment was most disrupted due to independent hospitals and medical staff supporting the NHS.

We asked Grant Thornton LLP to provide an independent review of our approach to allocating the rebate, and this is what they said:

“We have independently reviewed Bupa’s proposed approach to allocating its rebate fund between its eligible UK health insurance customers. We recognise that finding the right balance between fairness, simplicity and Bupa’s desire to act promptly in distributing the rebate fund is challenging, and that no single approach will fully satisfy all stakeholders. We are satisfied that Bupa’s proposed approach to allocating its rebate fund between its eligible UK health insurance customers is reasonable and strikes an equitable balance between these objectives.”

Consumer and small business customers: UK health insurance customers who paid a premium between 23 March and 30 September 2020 are eligible for the rebate. The payment will be made to the person or organisation that pays Bupa for the policy.

Corporate clients: UK health insurance clients with fully insured schemes, ie those with a Bupa UK health insurance product. Corporate clients need to have cover with Bupa UK when the rebate is paid (between May and June 2021) to receive it.

The following Corporate schemes are not eligible for a rebate: Profit Shares, Risk Shares, Cost Plus, Captive, Re-insured, Pooled insurance, and Health Trust arrangements (with or without stop-loss). Please contact us if you’re unsure whether your organisation’s Corporate scheme is eligible for a rebate.

At this stage, as an approximate guide, we expect the payment to be equivalent to around one month’s premium for those who held a policy with us through the qualifying period last year. This amount may differ depending on the period for which premiums were paid during the qualifying period and the final outcome of our calculations. The payment will be made to the organisation that pays Bupa for the policy.

We’ll never email to ask for your bank details. If we need you to update your bank details, we’ll send you a letter asking you to call us.

If you receive an email that you believe is suspicious, you can forward it to the UK’s National Cyber Security Centre at report@phishing.gov.uk. If you think you’ve been a victim of fraud or cybercrime and incurred a financial loss, or have been hacked as a result of a phishing message, report this to Action Fraud on 0300 123 204.

We asked Grant Thornton LLP to provide an independent review of our approach to allocating the rebate, and this is what they said:

“We have independently reviewed Bupa’s proposed approach to allocating its rebate fund between its eligible UK health insurance customers. We recognise that finding the right balance between fairness, simplicity and Bupa’s desire to act promptly in distributing the rebate fund is challenging, and that no single approach will fully satisfy all stakeholders. We are satisfied that Bupa’s proposed approach to allocating its rebate fund between its eligible UK health insurance customers is reasonable and strikes an equitable balance between these objectives.”

As we have so many customers, calculating and delivering on the rebate payments is complex. We’re working as fast as we can and will send:

  • SME customers their payments at some point between April and the end of July.
  • Corporate clients their payments between May and June.

We’ll write to your organisation with more information about your exact rebate payment nearer the time. The payment will be made to the organisation that pays Bupa for the policy

We asked Grant Thornton LLP to provide an independent review of our approach to allocating the rebate, and this is what they said:

“We have independently reviewed Bupa’s proposed approach to allocating its rebate fund between its eligible UK health insurance customers. We recognise that finding the right balance between fairness, simplicity and Bupa’s desire to act promptly in distributing the rebate fund is challenging, and that no single approach will fully satisfy all stakeholders. We are satisfied that Bupa’s proposed approach to allocating its rebate fund between its eligible UK health insurance customers is reasonable and strikes an equitable balance between these objectives.”

The qualifying period covers the early stage of the COVID-19 pandemic when independent hospital services were most disrupted as they supported the NHS. Thankfully, many of the treatments that our customers needed continued, such as those for time-critical cancer and heart care. Other treatments were delayed, and many of these went ahead later and were paid for by Bupa. The rebate period takes into account these delayed claims.

At this stage, it’s too early to say, so we’re rebating as much as we can to our customers as early as possible. We’ll carry out a final review in due course to ensure we’ve met our pledge.

No, the rebate will not impact your organisation’s future premiums.

In the early stage of the Coronavirus pandemic, we invested in providing our customers with health services from home, support to access care and help for those experiencing financial hardship.

We swiftly expanded our range of Bupa From Home healthcare services which include:

  • Access to Digital GP which offers care through mobile devices, 24/7 for all customers
  • Anytime HealthLine which offers access to nurse advice 24/7
  • Video and telephone access to our recognised therapists and consultants
  • Fast-track diagnosis at home for skin and heart issues
  • Extending chemotherapy at home for cancer patients and
  • Mental health support, including help for carers through Bupa’s Family Mental Health Helpline.

You can find out more information on our Coronavirus Information Hub at www.bupa.co.uk/coronavirus

Your employees shouldn’t delay contacting us via their usual Bupa helpline or online here if they’ve got a health concern. We’re continuing to authorise care with consultants and therapists to see new patients either face-to-face, or by phone or video call.

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