Where any member:

• has symptoms that may relate to COVID-19, or
• contracts COVID-19,

Bupa Global will pay claims in line with individual policy terms, benefits and limits, relating to the diagnosis and treatment for that member (including treatment costs of hospitalisation and medicines related to COVID-19). This will apply regardless of any epidemic or pandemic exclusion in the policy terms and conditions. We are in the process of updating policy terms to remove this exclusion which is effective immediately.

Customers should submit claims for diagnosis or treatment for COVID-19 and there is no need to pre-authorise diagnosis or treatment for COVID-19. All other policy terms, including plan limits and geographical areas of cover, will continue to apply.

We continue to monitor the situation closely in view of the developing situation.

If you are worried that you may have been exposed to COVID-19, please contact us.

We only cover the cost of PCR testing when requested by a medical professional. We do not cover the cost of antibody testing. For further details on testing and our policy, please refer to “Will you pay for the cost of COVID – 19 testing” below.

We continue to offer all of our customers access to our multilingual service teams. In addition to this, customers are able to use our Healthline service, which gives access to both general medical information on COVID-19 and other medical conditions as well as providing advice from health professionals and referrals for a second medical opinion.

For our customers with access to MembersWorld, we provide access to the Global Virtual Care* app, our smartphone app that allows people to speak to international doctors by telephone or video call. You can download Global Virtual Care from either the App Store or Google Play and sign in using your Bupa Global MembersWorld login details. You can register for MembersWorld here.

For customers who don’t have the option to sign up to MembersWorld, we’ve introduced a phone-based Global Virtual Care service that provides customers with access to a callback from an international doctor within 24 hours. Specific consultation times cannot be requested through this callback service.

To access this phone- based service please call us on +45 70230042 and we will arrange for a doctor to call you back in your chosen language. If you’re in Hong Kong, please contact your customer service team on +852 2531 8505.

Through Global Virtual Care our customers, can speak to a doctor in the comfort of their home. And because consultation notes are securely sent direct to the customer, they can be shared with their usual family doctor when they’re next able to visit them.

Global Virtual Care provides customers with access to:

• A global network of doctors via the phone or video in-app
• Medical guidance and consultations (not for medical emergencies), to help customers better understand their symptoms
• Consultations within 24 hours, available 24/7
• For all other types of query please use our live web chat option or email us
• Multiple language options
• Consultation notes sent directly to the customer
• Prescriptions and referral letters (subject to local regulations)

* Global Virtual Care is provided by Advance Medical, a Teladoc Health Company, who is a service provider for Bupa Global. Bupa Global is not responsible for any actions or omissions carried out by this third party in the provision of these services.