Once your policy has started, you'll receive a membership pack from Bupa in the post with your policy number and membership details. You'll need this information to be able to create your account with Bupa Touch.
What is Bupa Touch, and how do I sign up?
Bupa Touch is an app to help access treatments, keep track of claims and manage your policy. Once you've received your Bupa membership pack, download the Bupa Touch app from the App Store or Google Play Store. When you open the app, you'll be prompted to sign up. Simply enter the details as they appear on your Bupa documents. If you run into any issues with the Bupa Touch app, drop them a message on their webchat in the bottom right-hand corner of the screen.
How do I access treatments?
The best way to find help is via the Bupa Touch app.
Head to Bupa Touch and sign into your account.
Tap 'Get treatment, support and information' on the home screen
Select the option that best fits the support you need
You can then follow the steps to get the advised treatment.
How do I make a claim?
You can access claims via your Bupa Touch account or by this link. Follow the instructions below on how to claim!
Step 1 - Being referred for treatment:
When you make a claim with Bupa, you need to ensure you have a referral first. This will be via Direct Access, or if Direct Access isn't available, an open referral from your GP.
Step 2 - Contact Bupa
Once you have your referral, call the number on your Membership Certificate and you'll be given some options by Bupa customer service. They will be able to let you know what services are available to you and covered by your policy. They'll also give you a pre-authorisation code which means your healthcare provider can send the bill directly to Bupa.
How often do I have to pay the excess on my plan?
You'll need to pay the first excess amount of any treatment you receive during the policy year. Once the policy renews, the excess will need to be paid again, as you will be claiming in a new policy year.
I'm in the middle of a course of medical treatment, but I haven't started my cover yet. Can I still claim?
It's best to give the Bupa claims team a call on 0800 237 777 to discuss this.
If I claim and so does my dependant in the same year, do we have to pay the excess again?
Both you and your dependants are required to pay your own excess towards any treatment that has been received. This will then reset once the policy renews, and both will be required to pay the excess again if treatment is needed.
What is an authorisation code/auth code, and why do I need one?
This is part of the Pre-Authorisation process. The Authorisation Code is provided by the insurer for the claimant to pass on to the medical practitioner. It confirms to the hospital/consultant that the treatment is covered and approved by Bupa. It also makes the settlement of claims smoother.
If you have any questions or run into any issues, please reach out to us using your in-app chat, or at firstname.lastname@example.org :-)