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BUPA MEMBERSHIP GUIDE | BUPA PROVIDERS ONLINE PART-2


WHEN YOUR MEMBERSHIP STARTS, RENEWS AND ENDS

STARTING MEMBERSHIP

Your membership under the agreement must be confirmed by the sponsor. Your cover starts on your start date. Your dependants’ cover starts on their start date. Your start date and your dependants’ start date(s) may not be the same.

COVERING A NEWBORN BABY

If the sponsor agrees, you may apply to include your newborn baby under your membership as one of your dependants.  

you and/or your partner have been covered under the scheme (and if applicable a previous scheme) for at least 12 continuous months before the baby’s birth and – you include your baby under your membership within three months of the baby’s birth. In which case if bupa agree to cover your baby it will be from their date of birth (or your start date if their date of birth is before your start date).

RENEWAL OF YOUR MEMBERSHIP

The renewal of your membership is subject to the sponsor renewing your membership under the agreement.

HOW MEMBERSHIP CAN END

You or the sponsor can end your membership or the membership of any of your dependants at any time. If you want to end your membership or that of your dependants you must write to bupa. If your membership ends the membership of all your dependants will also end.
Your membership and that of your dependants will automatically end if:
The agreement is terminated
The terms of the agreement say that it must end
The sponsor does not pay subscriptions or any other payment due under the agreement for you or any other person
You stop living in the UK (you must inform us if you stop living in the UK),
or you die.

Your dependents’ membership will automatically end if:
Your membership ends
The terms of the agreement say that it must end
The sponsor does not renew the membership of that dependent
That dependent stops living in the UK (you must inform us if that dependent stops living in the UK), or
That dependent dies

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Bupa can end a person’s membership if there is reasonable evidence that you or they misled bupa or attempted to do so. By this bupa mean, giving false information or keeping necessary information from bupa, either intentionally or carelessly, which may influence us when deciding:
Whether or not bupa will provide cover for them
Whether we have to pay any claim

When your membership or your dependants’ membership ends, we bupa be able to offer you or them continuation of membership on a Bupa personal policy as an ex-group scheme member depending upon how long you or they have been a Bupa group scheme member. This would allow you or them to transfer without any additional special conditions if you or they transferred within three months of leaving the group scheme, without any break in cover. If you would like to consider this option please call 0800 600 500 to discuss it with bupa.

PAYING SUBSCRIPTIONS AND OTHER CHARGES

The sponsor must pay to bupa subscriptions and any other payment due for your membership and that of every other person covered under the agreement. Bupa Insurance Services Limited acts as bupa agent for arranging and administering your policy. Subscriptions are collected by Bupa Insurance Services Limited as bupa agent for the purpose of receiving, holding and refunding premiums and claims monies. If you contribute to the cost of subscriptions for you and/or your dependants (for example by payroll deduction or by Direct Debit collected by Bupa on behalf of the sponsor) this arrangement does not in any way affect the contractual position set out in the rule ‘The agreement between the sponsor and bupa’ in this section.

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MAKING CHANGES

CHANGES TO YOUR MEMBERSHIP

The terms and conditions of your membership, including your benefits, may be changed from time to time by agreement between the sponsor and bupa.

OTHER PARTIES

No other person is allowed to make or confirm any changes to your membership or your benefits on our behalf or decide not to enforce any of our rights. Equally, no change to your membership or your benefits will be valid unless it is specifically agreed between the sponsor and bupa and confirmed in writing. We may record or monitor our calls.

GENERAL INFORMATION

CHANGE OF ADDRESS

You should call or write to tell bupa if you change your address.

CORRESPONDENCE AND DOCUMENTS

All correspondence and membership documents are sent to the main member. When you send documents to bupa, bupa cannot return original documents to you. However, bupa will send you copies if you ask to do so at the time you give the documents. Letters between bupa must be sent with the postage costs paid before posting. We can each assume that the letter will be received three days after posting.

 APPLICABLE LAW

The agreement is governed by English law.

PRIVATE HEALTHCARE INFORMATION NETWORK

You can find independent information about the quality and cost of private treatment available from doctors and hospitals from the Private Healthcare Information Network: www.phin.org.uk

MAKING A COMPLAINT

 Bupa is committed to providing you with a first class service at all times and will make every effort to meet the high standards. If you feel that bupa has not achieved the standard of service you would expect or if you are unhappy in any other way, then please get in touch. If Bupa, or any representative of Bupa, did not sell you this policy and your complaint is about the sale of your policy, please contact the party who sold the policy. Their details can be found on the status disclosure document or the terms of business document they provided to you. If you are a member of a company or corporate scheme please call your dedicated Bupa helpline, this will be detailed on your membership certificate.
For any other complaint our member services department is always the first number to call if you need help or support or if you have any comments or complaints.
You can contact bupa providers in several ways:
By phone: 0345 609 0111
In writing: Customer Relations, Bupa, Salford Quays, Manchester M50 3XL
Please be aware information submitted to us via email is normally unsecure and may be copied, read or altered by others before it reaches us. Via our website: bupa.co.uk/members/member-feedback Or via twitter: @AskBupaUK

HOW YOUR MEMBERSHIP WORKS

We may record or monitor bupa calls. How will bupa deal with your complaint and how long is this likely to take? If bupa can resolve your complaint within three working days after the day you made your complaint, bupa’ll write to you to confirm this. Where bupa’s unable to resolve your complaint within this time, bupa’ll promptly write to you to acknowledge receipt. Bupa’ll then continue to investigate your complaint and aim to send you bupa’s final written decision within four weeks from the day of receipt. If bupa’s unable to resolve your complaint within four weeks following receipt, bupa’ll write to you to confirm that bupa’s still investigating it. Within eight weeks of receiving your complaint bupa’ll either send you a final written decision explaining the results of bupa investigation or bupa’ll send you a letter advising that bupas have been unable to reach a decision at this time. If you remain unhappy with bupa response, or after eight weeks you do not wish to wait for bupa to complete our review, you may refer your complaint to the Financial Ombudsman Service. You can write to them at: Exchange Tower, London E14 9GE or contact them via email at complaint.info@financial-ombudsman.org.uk or call them on 0800 023 4567 (calls to this number are now free on mobile phones and landlines) or 0300 123 9123 (free for mobile phone users who pay a monthly charge for calls to numbers starting 01 or 02). For more information you can visit www.financial-ombudsman.org.uk Your complaint will be dealt with confidentially and will not affect how bupa treat you in the future. Whilst bupa is bound by the decision of the Financial Ombudsman Service, you are not. The European Commission also provides an online dispute resolution (ODR) platform which allows consumers to submit complaints through a central site which forwards the complaint to the relevant Alternative Dispute Resolution (ADR) scheme. For Bupa, complaints will be forwarded to the Financial Ombudsman Service and you can refer complaints directly to them using the details above. For more information about ODR please visit http://ec.europa.eu/consumers/odr/ The Financial Services Compensation Scheme (FSCS) In the unlikely event that bupa cannot meet our financial obligations, you may be entitled to compensation from the Financial Services Compensation Scheme. This will depend on the type of business and the circumstances of your claim. The FSCS may arrange to transfer your policy to another insurer, provide a new policy or, where appropriate, provide compensation. Further information about compensation scheme arrangements is available from the FSCS on 0800 678 1100 or 020 7741 4100 or on its website at: www.fscs.org.uk

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