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How does this policy work?

Who can apply for this policy? Hide

This policy has been specifically designed for three or more crew employees who live and work aboard yachts, super yachts or ocean-going vessels.

Where can I be treated? Hide

You can receive treatment from any recognised hospital, clinic, or legally qualified medical practitioner, wherever you are in the world.

We also have a network of more than 5,500 hospitals and clinics, which we can often arrange to pay directly on your behalf (this is known as direct settlement).

Our Medical Centre service will help you find a suitable medical professional.

How do I arrange treatment? Hide

When you know that you need to seek medical advice and/or treatment, we ask that you contact us first. This allows us to check your cover, confirm that your proposed treatment is eligible for payment, and in many cases, contact your medical provider to arrange direct settlement.

How does the claims process work? Hide

How does Bupa International make claim payments? Hide

Wherever possible, we will follow the instructions given to us in the payment section of the claim form.

• We can pay you, the principle member (applicant) or your medical provider.
• We can pay by cheque or by electronic bank transfer.
• We can pay in more than 80 currencies.

What treatment and conditions are not covered? Hide

We always ask that you contact us before arranging or receiving any treatment so we can confirm coverage.

The following is a summary only of some of the main charges and treatment we do not pay for under this policy. There are some exceptions to the exclusions. Full rules are available by contacting us.

• Treatment for or related to AIDS or HIV.
• Treatment for, or arising out of, addictive conditions/disorders or drug, substance or alcohol abuse.
• Treatment for symptoms of bodily changes not due to underlying disease, illness or injury.
• Treatment for or arising out of allergies and allergic disorders.
• Treatment for or related to birth control, contraception, sexual problems, infertility and sex changes.
• Treatment for chronic conditions.
• Treatment arising out of complications caused by disease, illness, injury or treatment for which you are not covered under the policy.
• Treatment for congenital conditions which is received on or after the 28th day after birth.
• Treatment for disease, illness or injury resulting from nuclear or chemical contamination, war, riot, revolution or similar event.

Hospital accommodation used for: 

• any purpose other than receiving treatment that normally requires you to stay in a hospital
• general nursing care that could be provided in a nursing home or other non-hospital facility
• receiving services from therapists, complementary medicine practitioners or anyone who is not a consultant
• treatment related to, or arising from removal of healthy, surplus or fat tissue, or treatment undergone for cosmetic or psychological reasons
• treatment for or arising from deafness caused by a congenital abnormality, maturing or ageing
• dental or oral treatment – except for emergency dental treatment – as defined in the table of benefits
• treatment for, or associated with, haemodialysis or peritoneal dialysis
• drugs or surgical dressings provided or prescribed for out-patient treatment
• treatment which in our reasonable opinion is experimental, or not proven to be as effective, based on established medical practice
• treatment to correct your eyesight
• treatment or services carried out by a family doctor, except for those covered by family doctor treatment as set out in the table of benefits
• treatment or services received in health hydros (health spa treatments such as floatation therapy and reflexology), nature cure clinics and any similar establishment
• Hormone Replacement Therapy (HRT) or bone densitometry
• treatment for or related to learning difficulties, behavioural and developmental problems
• supplying or fitting of physical aids and devices
• unless otherwise agreed with your sponsor (organisation) under the agreement, treatment for a pre-existing condition or a condition which results from or is related to a pre-existing condition
• treatment for, or any condition arising from, pregnancy or childbirth
• preventive treatment
• treatment for self-inflicted injuries
• treatment for sexually transmitted diseases
• treatment for sleep-related breathing disorders
• treatment relating to any speech disorders
• any travel costs you incur when travelling to receive treatment, except for travel by ambulance to the extent set out in the table of benefits

Treatment provided by any practitioner who:

• is not recognised by the relevant authorities in the country in which you receive the treatment, or does not have specialised knowledge of the disease, illness or injury for which you are being treated
• Treatment in any hospital, or by any practitioner, to whom we have sent a written notice saying we will no longer recognise them for the purpose of our policies.
• Any treatment, including emergency treatment you receive in the USA, if your sponsor has not purchased this cover. If you are covered for treatment in the USA we will only pay if the arrangements for all such treatment are made by our agents in the USA.

Do you have a limit for the cost of treatment I may receive? Hide

Beyond the benefit limits of your policy, we only pay costs when the charges made by the provider of services are reasonable and customary. By this we mean that the charges are the same as those made to our members by the majority of other service providers in the same country; and also that they are not more than the provider would normally charge.

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Services available to you

How can I track the progress of my claim? Hide

We will process your claim as quickly as possible. You can check the progress of claims* you have made via our MembersWorld website or by contacting our General Enquiries line on +44 (0) 1273 323 563.

How can I contact Bupa International? Hide

As a Bupa International member, you can call our Medical Centre at any time of the day or night all year round and speak to medically trained staff who understand your situation and can give you the healthcare advice, support and assistance you need.

We also have a team of expertly trained people ready to help with any general enquiries you may have.

Medical Centre: +44 (0)1273 333 911

General Enquiries: +44 (0)1273 323 563

Email us via our MembersWorld website

What is your complaints process? Hide

We are always pleased to hear about aspects of your membership that you have particularly appreciated, or that you have had problems with. If something does go wrong, here is our simple procedure to ensure your concerns are dealt with as quickly and effectively as possible.

Getting in touch

If you have any comments or complaints, you can call the Bupa International customer helpline on +44 (0) 1273 323563, 24 hours a day, 365 days a year. Alternatively, you can email via www.bupa-intl.com/membersworld, or write to us at:

Bupa International

Russell Mews

Brighton

BN1 2NR

UK

We want to make sure that members with special needs are not excluded in any way. For hearing and speech impaired members who have a textphone, please call +44 (0) 1273 866557.

We also offer a choice of Braille, large print, or audio for our letters and literature. Please let us know which you would prefer.

Taking it further

If we have not been able to resolve the problem and you wish to take your complaint further, please call the Bupa International customer helpline on +44 (0) 1273 323 563 or write to the Head of Customer Relations at:

Bupa International

Russell Mews

Brighton

BN1 2NR

UK

It’s very rare that we can’t settle a complaint, but if this does happen, you may refer your complaint to the Financial Ombudsman Service.

You can:

write to them at:

South Quay Plaza

183 Marsh Wall

London

E14 9JR

Call them on:

0845 080 1800 (from inside the UK only)

+44 (0) 20 7964 1000 (from outside the UK)

Find details at their website:

www.financial-ombudsman.org.uk

Please let us know if you want a full copy of our complaints procedure. (None of these procedures affect your legal rights).

Can I access my policy online? Hide

Yes, as a Bupa International member you will have access to our MembersWorld website where you can:

• view your policy
• update your personal details
• make payments online
• search our international hospital directory
• download claim forms and other useful documents
• talk to us online using our free Webchat service

As a group secretary, can I manage the group policy online? Hide

Yes, as a group secretary of a company policy, you will have access to our CorporateWorld website where you can:

• manage employee details
• manage payment details
• access useful documents such as membership guides and claim forms

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Managing your policy

How are subscriptions paid? Hide

Your sponsor (your organisation) has to pay any and all subscriptions due to Bupa International, together with any other charges (such as insurance premium tax) that may be payable.

How can I renew my policy? Hide

The renewal of your membership is subject to your sponsor renewing your membership.

Can I add other people to my policy? Hide

If your sponsor agrees, you may apply to include any of your family members under your membership as one of your dependents. To apply, you will need to complete an Additional Members form.

Newborn children can only be included on your membership from their date of birth on completion of an Additional Members form, provided the child has not been adopted or born to a surrogate.

Newborn children adopted or born to a surrogate can be included once they are 90 days old on completion of an Additional Members or Enrollment form.

What is a group insurance policy? Hide

The Bupa International Maritime policy is a group insurance policy. You are therefore one of a group of members, which has a sponsor. (Normally the company you work for.) The person who runs the membership within your organisation is usually referred to as the group secretary.

The policy is governed by an agreement between your sponsor and Bupa International, which covers the terms and conditions of your membership. This means that there is no legal contract between you and Bupa International. Only the sponsor and Bupa International have legal rights under the agreement relating to your cover, and only they can enforce the agreement.

How is the policy cancelled? Hide

Your sponsor (organisation) can end your membership, or that of any of your dependents, from the first day of a given month by writing to us. We cannot backdate the cancellation of your membership.

Can I transfer to a personal policy if my group policy ends? Hide

Yes, if for whatever reason your group policy ends, you can apply to transfer to a personal Bupa International policy. You can also apply for your dependents to transfer with you.

I haven't been able to find the answer to my question Hide

We are always updating the information on this website and apologise if you haven’t found the information you were looking for on this occasion.

Please call us on +44 (0)1273 208200, or send us an email enquiry , and an adviser will be able to answer your queries.

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