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Cash plan product help

As a Bupa cash plan member, you can view and download the membership guide (for personal customers) as well as finding out how to make a claim.

If you have any queries please call us on

We're open Monday to Friday 8am to 6pm, Saturday 8am to 1pm

How to claim

Most frequently asked questions

Here's a selection of questions and answers that we've already helped our customers with. Expand all
  • Please see below some of the differences between health cash plans and health insurance.

    Health cash plans

    • Health cash plans provide cash payments to help with some routine healthcare costs.
    • You pay for eligible treatments/expenses and then claim up to 100 percent of eligible costs back up to the benefit limit, which will be paid directly into your bank account.
    • You need to be referred by a GP to claim cash back on any of the product benefits.
    • Health cash plan benefits can include reimbursement towards everyday expenses such as dental, optical and prescription costs right through to other expenses incurred such as therapy sessions and consultations, depending upon the cash plan chosen.
    • Pre-existing conditions are covered for most benefits.

    Health insurance

    • Health insurance may be more extensive and covers the cost of eligible private treatments.†
    • Treatment costs are usually paid directly to the consultant/hospital by Bupa with no cash back claim needed.
    • Usually, you’ll need a GP referral before having any further treatment. You should check with Bupa that any proposed treatment is covered under your policy.
    • Health insurance may not cover pre-existing conditions, dependent upon the underwriting terms of the policy.

    Subject to the terms of your scheme and the benefit limits within it.

  • Our health cash plans are designed to provide cash back towards a variety of everyday healthcare costs, which health insurance may not cover.

    You won’t be able to claim under one policy for costs which have already been reimbursed by another (for example, members holding both Bupa health insurance and a Bupa cash plan). If you have another insurance policy you should refer to the Claiming section of the membership guide (PDF, 243KB) before submitting a claim.

    We will reimburse health insurance excess claims that relate only to eligible health benefits covered by your cash plan. Claims paid for PMI excesses will be deducted from the respective benefit limit to which the claim relates on your table of cover.
  • Our health cash plans provide cash reimbursements to help with some of your everyday healthcare costs including dental and optical fees, plus others.

    For a monthly premium, a health cash plan allows you to claim back the costs for some routine healthcare goods, services and treatments, up to annual benefit limits.

    You can select a level†† of cover to suit you or your family's healthcare needs and budget, and we offer a range of cash plan benefits. These include dental check-ups and treatments, prescribed glasses or contact lenses, chiropody treatments, physiotherapy sessions and maternity and adoption cash grants (depending on the cash plan chosen).

    ††Where the cash plan product allows this.
  • No, you won't need a medical to take out a health cash plan. You also don’t need a GP referral in order to claim for health expenses.
  • No. You can cancel your health cash plan for any reason within 21 days of receiving your welcome letter, and as long as you haven’t made a claim we’ll refund any unused subscription for that year.

    You can end your membership or the membership of any of your dependants after this at any time by calling us on 0345 606 6003^. We’re open Monday to Friday 8am to 6pm, Saturday 8am to 1pm.

    You can also cancel by post by sending written notice to: Cancellations, Bupa, Anchorage 3, Anchorage Quays, Salford Quays, M50 3XL.
  • To make a claim you can use our online claims portal or alternatively submit your claim to us in the post with the claim form (PDF, 79KB) that we provide.

    If you don’t have a claim form, please call us on 0345 606 6003^. To help reduce the time it takes to reimburse you, send us your fully completed claims form, copies of your original receipt(s) and any other documentation needed to process your claim as soon as possible following treatment. We'll be unable to assess your claim without receiving all the required supporting documentation and receipts.

  • Yes, providing you send all the required supporting documentation and receipts so we can properly assess your claim. You can start claiming immediately for all benefits excluding maternity and adoption claims – which have a 52 week qualifying period. You can also make use of our HealthLine.
  • There's no waiting period for any of our health cash plans if you’re transferring from another health cash plan and have completed any qualifying period with that provider. You’ll just need to provide proof of your membership and eligibility to claim under your previous provider. If your cover includes the maternity and adoption benefit then please note that a 52-week qualifying period applies before benefits will be payable. A birth or adoption certificate should be provided as supporting evidence for these claims.
  • Your membership will start from your registration date and will be for a month at a time but will continue automatically provided that we continue to receive your premium when they're due.
  • You can cancel your health cash plan for any reason within 21 days of receiving your welcome letter, and as long as you haven’t made a claim we’ll refund any unused premium for that year.

    You can end your membership or the membership of any of your dependants after this at any time by calling us on 0345 606 6003^. We’re open Monday to Friday 8am to 6pm, Saturday 8am to 1pm.

    You can also cancel by post by sending written notice to: Cancellations, Bupa, Anchorage 3, Anchorage Quays, Salford Quays, M50 3XL.
  • You can call us on 0345 606 6003^. Lines are open Monday to Friday 8am to 6pm, Saturday 9am to 1pm.
  • The Personal Accident part of this policy is provided and administered by Chubb European Group Limited.

    Chubb European Group Limited registered number 1112892 registered in England & Wales with registered office at 100 Leadenhall Street, London EC3A 3BP. Authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. Registration number 202803. Full details can be found online at https://register.fca.org.uk/
  • If you feel that we’ve not achieved the standard of service you’d expect or if you’re unhappy or dissatisfied in any way- please contact us.

    If Bupa, or any representative of Bupa, didn't sell you this policy and this complaint is about the sale of the policy, please contact the party who sold you this policy. Their details can be found on the status disclosure document or the terms of business document they provided. If you need help or support or if you have any comments or complaints, you can contact us in several ways:

    By phone: 0345 606 6003^

    In writing: Customer Relations, Bupa, Salford Quays, Manchester M50 3XL

    By email: customerrelations@bupa.com

    Please be aware information submitted to us via email is normally unsecure and may be copied, read or altered by others before it reaches us.

    Or via our website: bupa.co.uk/members/member-feedback
  • Once your claim has been approved you’ll receive payment to your chosen bank or building society account.
  • No, they'll reset at the start of each benefit year. The benefit year starts on your registration date. If you wish to change your membership level, any benefits will take effect for a minimum of 12 months.
  • Your benefit year will start from your registration date and run for a minimum of 12 months.
  • Should your scheme allow, you can apply to add your partner to be covered under your policy, as long as they're aged between 18 and 69. You can also apply to include your children or your partner’s children as members of the scheme if they're under 24, unmarried and not in a civil partnership. Any children and partner covered must live permanently with you at your address. We refer to your partner and any children who become members under your membership as dependants. We'll cover a maximum of four dependant children on your policy.

What's next?

^We may record or monitor our calls.

Bupa health insurance and cash plan 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: Bupa House, 15-19 Bloomsbury Way, London WC1A 2BA.
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