Individual customer policy documents moving to My Bupa

Important update for consumer intermediaries

From 14 October, we're changing the way some customers receive their policy documents. Individual customers with a My Bupa account will no longer receive a copy of their policy documents in the post. They will only be available online in My Bupa, where customers can already access them today.

Please help us by capturing customer email addresses

As policy documents move online, it's more important than ever that customer email addresses are captured accurately and kept up to date.

Having a valid email address helps ensure customers can:

• Receive notifications when new documents are available
• Access policy information quickly and securely through My Bupa
• Benefit from Bupa's digital services and support available online

What's changing?

Customers with a My Bupa account already have access to their policy information online and in the My Bupa app. They will no longer receive a duplicate copy of their policy documents in the post. Customers will continue to receive email notifications when new documents are available to view.

Who is affected?

The change applies to customers with a My Bupa account on:

• Bupa By You
• Bupa Health
• Bupa Fundamentals Health Insurance

Who is not affected?

The following customers will continue to receive paper copies of their documents:

• Customers who have let us know they need paper copies for accessibility reasons
• Customers on Bupa Care, Essential Care, Local Care, Standard and Premium, Your Choice, Unit and Standard products

Customers who prefer paper documents will still have the option to receive them by post.

New customers

From 14 October, new customers will be asked how they'd like to receive their policy documents when they take out a policy, whether online, through the Consumer Intermediary Portal or over the phone.

Bupa health insurance is provided by Bupa Insurance Limited. Registered in England and Wales with registration number 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 with registration number 38 29851. Registered office: 1 Angel Court, London, EC2R 7HJ.