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2517 5860

Customer Services

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Customer Services

We're here to support you at all times. If you want to make a claim or change your personal information, you can find all the necessary information and forms you need on this page.

Premium Service Booking Hotline

Looking for premium network service centres for specialist treatment, diagnostic imaging and laboratory tests, day surgery (e.g., endoscopy) or even dental treatment? Simply call our new Premium Service Booking Hotline and our Bupa Medical Centres and Bupa Dental Centres are at your service.

One-stop dedicated services:

  • Check your scheme's network eligibility
  • Provide Bupa medical and dental centre choices with various specialities available and hassle-free pre-authorisation and/or pay and claim experience
  • Assist in making appointments with the centres, so you can have access to comfortable, well-equipped premium facilities

Premium Service Booking Hotline

2517 5515

Service hours: Monday – Friday, 9am – 6pm (except public holidays)



myBupa Helpline

(Enquiry on myBupa registration and details)


myBupa Helpline

3572 0077

Service hour: Monday – Friday, 9am – 9pm (Except public holidays)

Download Forms

Other policy-related questions?

Our 24-hour Customer Care helpdesk is here for you to answer your enquiries.


 

During office hours

9am to 7pm Monday to Friday, except public holidays

We are pleased to answer all your enquires.

Outside office hours

We can provide the followings :

1. Bupa appointed service providers

2. Information of benefit entitlement

3. Claims procedures and other administration procedures

4. Claim forms

For enquiries, related to submitted claims or Pre authorization results, please contact us during their office hours 9am – 7pm on Monday to Friday (except public holiday)


The telephone system of Customer Care helpdesk has been updated on December, 2022. Please refer to the Telephone System Call menu during office hours of Individual members (PDF, 145KB) or Group members (PDF, 145KB).

Shortcut to talk to our customer service advisor:
Select language (1: Cantonese 2: English 3: Mandarin) >
Press 2 [member's enquiry] in the main menu >
In the next menu, press
1 [Benefit coverage, claim procedure and policy change service] or
2 [Status or results of submitted claims] or
3 [Result of pre-authorisation]


Individual members

2517 5333

Bupa Gold members

2517 5383

Group members

2517 5388

or

Email us

How to make a claim

Clinical Claims

Claims settled in 5 to 7 working days after all required documents are received.

See details

Hospital Claims

Claims settled in 5 to 7 working days after all required documents are received.

See details

Pre-authorisation

If your health insurance scheme includes a Bupa medical card, you may be able to use it for full cover and/or cashless treatment (if applicable) in Hong Kong. Then you won’t need to file any claims.

See details

Critical Illness Claims

Bupa's critical illness claim process is simple and quick to ease your worries.

See details

Frequently-used forms

Download Forms

Claim forms, policy change forms and other frequently-used forms.

See details

Useful information

Hospital Charges

HK private and public hospital charges at a glance

See details

myBupa

myBupa is a one-stop online customer service portal to help you view and manage your Bupa schemes conveniently.

See details