^We may record or monitor our calls.
Bupa Health Insurance is 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. 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.
Guide to making a claim
We aim to do everything we can to make claiming as simple and straightforward as it can be.
Call Bupa for these symptoms
There is usually no need to visit your GP for certain symptoms including any muscle, bone or joint symptoms. You can now access treatment directly through Bupa – simply call your members services helpline.
View the full list of symptoms where a GP referral may not be required
Or, visit your GP for other symptoms
Visit your GP who will advise you if you need to see a specialist or healthcare professional for your health needs.Seeing a Private GP
Learn more about Bupa private GP services You can pay for a 30 minute private GP appointment at a Bupa centre convenient to you. Appointments can usually be arranged the same or next day.
Referral to a specialist
Once you’ve called Bupa
Once you’ve contacted member services we’ll be able to help you access treatment. For muscle, bone or joint symptoms, we can arrange a telephone consultation with a senior physiotherapist. They can give you information on self-help exercises or advice, or if face-to-face treatment is needed they can arrange for you to see an appropriate specialist.
GP referral
If you have a condition that requires a GP referral, we recommend you ask for an ‘Open Referral letter’. This will detail the care your GP would like you to have, but will not be addressed to a specific consultant hospital or healthcare professional.
Open Referral
We aim to offer a choice of two or three specialists, which can mean being seen faster and potentially helping you return to work sooner. If the first choice consultant is unavailable, you'll see an alternative specialist without the need to return to your GP for a second referral.More about Open Referral
An Open Referral letter needs to include your GP’s assessment of your symptoms, the body area affected and the type of specialist your GP would like you to see.
Important
The Open Referral process is a mandatory requirement on some personal, corporate and company schemes. Please call us on 0345 609 0444^ if you're unsure.
Contact Bupa member services
You can contact us straight away if you have symptoms that don't require a GP referral.
View the full list of symptoms where a GP referral may not be required
As soon as you have seen your GP, please call us so that we can discuss your options and explain which specialists and healthcare professionals are covered under your Bupa membership. We will let you know what you need to do next and send you any necessary pre-treatment forms you may need to complete.
Bupa By You members
Call us on
0345 609 0777^
Lines are open 8am to 8pm Monday to Friday and 8am to 6pm on Saturday.
Bupa health insurance members
Call us on
0345 609 0111^
Lines are open 8am to 8pm Monday to Friday and 8am to 4pm on Saturday.
Bupa business scheme members
Call us on
0345 609 0444^
Lines are open 8am to 8pm Monday to Friday and 8am to 4pm on Saturday.
What you need before you contact us:
- your Bupa membership number
- the symptoms you're suffering from
- details of when your symptoms first began
- details of when you first consulted your GP about your symptoms
- details of the treatment your GP has recommended
You usually don’t need a GP referral for†:
- Muscle, joint and bone symptoms
- Mental health symptoms
- Breast and bowel suspected cancer symptoms
- Cataract procedures
As long as your symptoms are covered under your policy, our direct access service means you can usually get the advice you need when you need it, without visiting your GP†.
Using our direct access service will not erode your out-patient benefit limits or require the payment of an excess. If you then go on to receive and claim for eligible treatment following the use of our direct access service, that treatment will be treated as a normal claim under your policy.
Muscle, joint or bone symptoms - just call your usual member services helpline^ and we will be able to arrange a telephone consultation with a senior physiotherapist. They will be able to assess your symptoms and recommend the most suitable course of treatment. Options can include self-help exercises or referral for face-to-face treatment with an appropriate specialist.
Mental health symptoms - if you’re concerned about mental health, we’re here to listen. Call your usual member services helpline^ and we’ll arrange a telephone consultation with one of our counsellors. They will listen and discuss your options to get you on the road to feeling better. (For corporate members, this is available at renewal as an opt-in).
Breast and bowel cancer symptoms - if you’re experiencing symptoms of suspected breast or bowel cancer, please call your usual member services helpline^ to speak to a specialist adviser or nurse. They will talk you through your symptoms and guide you to the appropriate care.
Find out more about the symptoms of breast and bowel cancer.
Cataract procedures - your optometrist can refer you to our specialist eye care team. They will advise you on a choice of Bupa fee-assured providers or partnership consultants who can perform the surgery.
^ Lines are open Monday to Friday 8am to 8pm, Saturday 8am to 4pm. We may record or monitor our calls.
†Direct access telephone services are available as long as the symptoms are covered under the policy. Pre-existing and chronic conditions are normally excluded. Direct access services may not be available for some underwriting methods. Please call us to allow us to check your eligibility for the direct access service.
Bupa By You customers call us on 0345 60 90 777^ Lines are open 8am to 8pm Monday to Friday and 8am to 6pm on Saturday.
Existing health insurance customers call us on 0345 60 90 111^ Lines are open 8am to 8pm Monday to Friday and 8am to 4pm on Saturday.
Business scheme members call us on 0345 609 0444^ Lines are open 8am to 8pm Monday to Friday and 8am to 4pm on Saturday.
Specialist claim support teams
Our specialist teams can offer you support and advice on a range of treatment options, helping you choose your appropriate treatment path.
Back care team - 0345 600 8277^
Cardiac support team - 0345 600 7264^
Eye care/ ophthalmology – 0345 600 7267^
Knee and hip team - 0345 600 0541^
Cardiac support team - 0345 600 7264^
Eye care/ ophthalmology – 0345 600 7267^
Knee and hip team - 0345 600 0541^
Mental health and wellbeing team - 0345 600 5446^
Obstetrics and gynaecology team - 0345 600 8636^
Oncology support team - 0345 850 0465^
Oral surgery team - 0345 600 7267^
Obstetrics and gynaecology team - 0345 600 8636^
Oncology support team - 0345 850 0465^
Oral surgery team - 0345 600 7267^
What happens next?
Pre-authorisation
When we have confirmed that your treatment is covered, we'll discuss your claim with you and give you a pre-authorisation number. You can then contact your consultant or healthcare professional to arrange an appointment, giving them your pre-authorisation number. The invoice for any treatment costs can later be sent to us directly.
Invoicing
If for any reason you are sent the invoice, simply send it to:Claims department, Bupa, Salford Quays, M50 3XL
Payment may take a few weeks, depending on how quickly invoices are submitted to us.
Contact our member services team for advice, treatment requests or if you have any general queries
Request a callback
All calls from this service are free of charge to both landlines and mobiles.
Personal
0178 441 0900^
Lines are open Monday to Friday 8am to 8pm, Saturday 9am to 1pm.
Lines are open Monday to Friday 8am to 8pm, Saturday 9am to 1pm.
