Claims Procedure
Direct-Billing
Bupa have an out-patient direct-billing network in Singapore for cashless GP/Specialists consultations. The list of providers is here..
To enjoy direct-billing services, please follow below instructions:
- Check that your treatment is covered under your plan – if you are unsure, you can contact BUPA or Pacific Prime and you can also check your Table of Benefits.
- Make an appointment with the treatment providers on the list.
- Show your membership card and photo ID at the clinic/hospital.
- Receive your treatment.
The treatment provider will then handle your bills with the insurer and you do not need to pay anything up front.
Pay and Claim
If you visit a medical facility or go for an out-patient consultation that is not in the Direct Settlement network in Singapore, then you would have to pay for the treatment first and claim it back from BUPA. You must submit/lodge the claim to the insurer together with the official invoice for the treatment. An unofficial receipt or invoice will not be enough for Bupa as they can only reimburse visits and treatments done in legally recognized medical facilities with a legal tax invoice.
There are some types of treatments that are always on a pay and claim basis such as health check-ups, cancer screening, dental, physiotherapy and TCM.
Please follow the guidelines below to help Bupa process your claims promptly and efficiently.
Claims are processed through Bupa Members World. Please follow this link to set up a user ID and submit your claim online.
On the website, you simply need to upload the scanned copy of the receipt/invoice, answer a few questions and choose your reimbursement option.
Here on Member’s World, you can also track down all details pertaining to your claims and check the status or progress of your claims.
Once the insurer has completed their assessment (usually within 10-12 working days), a claim settlement letter (or Explanation of Benefit) will be issued which can also be viewed and downloaded online. Full claim process may take 2-4 weeks from submission to reimbursement.
All claims should be submitted to Bupa within 6 months from date of treatment.
Before you make a claim, it is important to ensure that your plan covers the treatment you are seeking. For a summary of your medical cover, please refer to the Table of Benefits.
In-patient Claims
In the event of hospitalization, Bupa will, where possible and with sufficient notice, arrange for direct settlement with medical providers. You need to request for pre-authorisation as soon as your treatment/procedure has been prescribed and as early as 30 days in advance but no less than 5 days from scheduled date of hospitalisation/procedure.
Pre-authorisation can be arranged by contacting Bupa at [email protected], via your member’s world account or thru a quick phone call to them.
In the rest of the World: Collect worldwide: +44 (0) 1273 333 9111
It is recommended that you contact Bupa or Pacific Prime at least five working days prior to receiving treatment so that Bupa can ensure there will be no delays at the time of admission.
Emergency Hospitalization
In case of emergency, you do not need to get pre-authorization until the situation has stabilized. When it has, please contact Bupa local customer service hotline or Bupa Member’s World.
In the rest of the World: Collect worldwide: +44 (0) 1273 333 9111
In the event that you were unable to get prior approval and had to pay for the hospitalisation yourself, you can submit the claim following the procedure as mentioned above.