- How does the claims process work?
-
There are two ways that your medical treatment can be paid:
Direct settlement
- You contact us to advise what treatment you intend to receive. We confirm that treatment is eligible and that we can give Payment Guarantee.
- We tell your provider of choice that your treatment is covered and issue a payment guarantee, matched to the cover under your plan.
- Your medical provider attaches the invoice(s) for your treatment and returns with the Payment Guarantee documents to us.
- We process the claim and pay your medical provider directly.
- We process the claim, pay you and send a ‘payment statement’ advising when and how it was paid, and who received the payment.
- You settle any shortfall with your medical provider.
Pay and claim
- You may contact us to advise what treatment you intend to receive.
- We confirm your cover and benefit limits.
- You receive treatment and pay your medical provider (usually at time of treatment).
- You and your medical provider fully complete a claim form and return the claim form to us.
- We process the claim, pay you and send a ‘payment statement’ advising when and how it was paid, and who received the payment.
- How we calculate your reimbursement?
When we settle your claim your benefits are paid in line with the limits shown in the List of Reimbursements (p. 23 and onwards in the IHHP product guide) and any deductible you may have chosen. The deductible is the contribution you make towards the cost of your treatment each policy year before we will start reimbursing your expenses.
The deductible applies separately for each person on your policy.
It is important that you send all your claims to us, even if the value of the claim is less than the remaining deductible. We will not make any payment, but the claim will count towards your deductible.
You will always receive a Reimbursement Statement showing how much has been counted towards your deductible and how much has been paid.
We can reimburse you in most currencies.
- How will my medical costs be paid?
-
We always aim to settle your claim directly with your treatment provider. If we cannot do this for any reason, we ask that you send us a claim by post. A claim consists of all the original invoices from your treatment with your policy number clearly stated on each document
You can choose to let us pay you or your medical provider.
We can pay by electronic bank transfer, cheque, reimburse your credit card or count it towards next year’s premium.
- What if I have bills from another private health insurer?
- If you send us reimbursement statements and original bills that you have claimed from another private health insurer (e.g. a local plan) these will count towards your deductible if the benefits would have been covered under your International Health and Hospital Plan.
-
Top
- How can I track the progress of my claim?
- We will process your claim as quickly as possible. You can check the progress of claims you have made by contacting your service team.
- How can I contact Bupa Global?
As a Bupa Global member, you can call Bupa Global Assistance at any time of the day or night, and day of the year, and speak to medically trained people who understand your situation and can give you the healthcare advice, support and assistance you need.
Bupa Global Assistance:
Tel: +45 70 23 24 60
Fax: +45 33 32 25 60
Email: emergency@ihi.com
Call Bupa Global’s Customer Service for questions on your policy, payments, coverage etc:
Open 8am-9pm (CET) weekdays
Tel: +45 70 23 00 42
Fax: +45 33 32 25 60
Email: ihi@ihi.com
- What is your complaints process?
We are always pleased to hear about any aspect of the insurance cover that the insured has particularly appreciated, or which may have caused the insured any problems.
If something does go wrong, we have a simple procedure to ensure that all concerns are dealt with as quickly and effectively as possible.
For any comments or complaints, the Bupa Global Customer Service can be contacted at the phone number +45 70 23 00 42, by email at Complaints-Global@ihi.com, or by writing to us at:
Bupa Global
Palægade 8
DK-1261 Copenhagen K
Denmark
External appeal
It’s very rare that we can’t settle a complaint, but if this does happen, the complainant may be entitled to refer the complaint to an independent organisation for review. Which organisation it will be depends on the nature of the complaint and the location of the Bupa Global office where the cause of the complaint occured. We will advise the complainant at the time. In most cases this will be either the Danish Insurance Complaints Board or the UK Financial Ombudsman Service.
Further information about the Danish Insurance Complaints Board can be requested by:
-
writing them at Anker Heegaards Gade 2, 1. DK-1572 Copenhagen V, Denmark
-
calling them on +45 33 15 89 00
More details can be found on their website www.ankeforsikring.dk
Further information about the UK Financial Ombudsman Service can be requested by:
-
writing to them at Exchange Tower, London, E14 9SR, UK
-
calling them on 0800 023 4567 from a UK landline, or 0300 123 9 123 from a UK mobile telephone, or for calls from outside of the UK +44 (0) 20 7964 0500
More details can be found on their website www.financial-ombudsman.org.uk
A full copy of our complaints procedure can be requested by contacting Bupa Global. (None of these procedures affect the complainant’s legal rights.)
- Can I access my policy online?
Yes, as a Bupa Global member you will have access to our MyPage website where you can:
- view your product guides and forms
- view all of your documents such as policy schedules, renewal letters, premium notices, receipts and reimbursement letters
- get a complete overview of your policy e.g. who is on the policy and what combination of modules they have
- view Reimbursement Statements for your settled claims
-
Top