Frequently Asked Questions
If you do not find what you are looking for in these 'frequently asked questions' please ask us.
Regulated by
- Who are HorizonHealthPlans.com?
- Who do I pay my subscriptions to?
- How do I become a BUPA International Lifeline member?
- Who sees my personal details?
- Can I change my mind?
- I am member of another health insurers scheme
- What happens if I return to my home country?
BUPA International Lifeline cover
- Which Hospitals can I go to?
- What is the difference between 'evacuation' and 'repatriation' cover?
- How do I make a claim?
- I am resident in the UK but travel abroad frequently
- Can I choose to treated in the US?
- Can I upgrade my cover at a later date to include treatment in the US?
- Does BUPA International offer cover for residents of the USA?
- Do I get a discount if I pay annually or quarterly?
- When do the rates change?
- How do my subscriptions rise as I get older?
- How does where I live affect my subscription?
HorizonHealthPlans
- Who are HorizonHealthPlans.com?
HorizonHealthPlans.com is an Overseas Adviser for BUPA International specialising in health insurance schemes for non-UK residents.
HorizonHealthPlans.com,
El Cortalet,
La Massana,
AD400,
Andorra
BUPA International Intermediary Nº 20217
Send an email to HorizonHealthPlans.com
- Who do I pay my subscriptions to?
BUPA International in the UK.
All subscription payments are paid directly by individual members to BUPA International in the UK. You can pay by Direct Debit if you have a UK bank account, cheque or banker's draft.
You make no payment whatever to HorizonHealthPlans.com.
HorizonHealthPlans.com will never ask you for any banking or credit card details.
- How do I become a BUPA International Lifeline member?
Once you have obtained an on-line quotation, you will be given the opportunity to request an application pack by post and/or email. You can also ask to be reminded nearer renewal if you are with another insurer, or ask further questions.
The application pack includes, a formal quotation, a covering letter for BUPA International, BUPA's application forms and a Lifeline Policy summary . We also include advice on completing the forms, and if we post the pack, an international pre-paid envelope addressed to BUPA in the UK.
- Who sees my personal details?
Medical details are a private matter, and at no time do HorizonHealthPlans.com see a completed application (or any medical records), which always pass directly between you and BUPA International.
Initially you need only input you age, country of residence and level of cover required, to be able to obtain an instant on screen quotation. We will of course require your name and contact details should you wish to take matters further.
We are committed to protecting your privacy, and we never pass on contact details to any third party.
- Can I change my mind?
Yes. As soon as you are accepted as a member of the BUPA International Lifeline group scheme, BUPA will send you a copy of your Membership Guide which clearly explains the rules and benefits of the scheme.
If you change your mind, either sign and return the documents with 'Cancel' written clearly on them or simply contact HorizonHealthPlans or BUPA and say you would like to cancel your membership.
If you do this within 28 days of receiving the pack, and you have made no claims BUPA International will give you a full refund of any subscriptions paid.
- I am member of another health insurer's scheme
If you are currently insured with another provider and wish to switch to BUPA International, this can usually be achieved without any break in cover.
If you have paid an annual subscription, your existing provider should give you a pro-rata refund if you cancel part way through the year, assuming there are no outstanding claims or other monies due.
You should check with your existing provider first, and then make sure that you have been accepted by BUPA International before cancelling your old policy.
- What happens if I return to my home country?
Although cover is issued on an annual basis, if you return to your home country early, you can cancel your plan and get a pro-rata refund.
If you are returning to the UK, we can arrange a transfer to BUPA (in the UK) without a break in cover, though you would be asked to pay the appropriate subscription in full as an individual.
BUPA International Lifeline cover
- Which Hospitals can I go to?
Members can choose to be treated in any hospital.
The participating hospital and clinic list is designed so that you can find the nearest hospital with a direct settlement arrangement with BUPA International. If you choose somewhere that is not on the list, you will have to settle the bill yourself, and BUPA will reimburse you once you claim.
We strongly advise that you get authorisation from BUPA International before treatment starts. See Members' guide.
- What is the difference between 'evacuation' and 'repatriation' cover?
The evacuation option means that if the situation requires it, BUPA International will transfer you to the nearest centre of medical excellence. With repatriation cover you have the additional choice of returning to your country of origin, to be near family and friends.
- How do I make a claim?
The Members Guide explains in detail how to go about making a claim. You can track your claim on-line on BUPA International's MembersWorld web site.
Download a claim form (pdf) or request by post from HorizonHealthPlans.com or BUPA International.
See Member's Quick Help for downloads and links.
- I am resident in the UK but travel abroad frequently
If you are living in the UK we suggest that you take out BUPA domestic cover rather than International cover. More information on BUPA cover in the UK.
If you are resident in the UK, but travel abroad for 4-6 months each year you should consider BUPA International Lifeline cover. More information on BUPA International cover for UK residents.
In either event HorizonHealthPlans does not arrange cover for UK residents, and you should contact BUPA or BUPA International direct.
US Cover
- Can I choose to treated in the US?
Yes, you can choose to have treatment in the USA if you have previously purchased cover for the USA, however there are restrictions.
BUPA International will pay in full for treatments covered under the scheme up to the limits set out in the benefits table, providing that any treatment is pre-authorised, and subsequently takes place in an approved network of medical facilities.
If you have treatment outside the network BUPA International will only pay 80% of eligible costs. However where adequate network coverage does not exist BUPA International will pay 100 % of eligible costs, up to the limits set out in the benefits table.
- Can I upgrade my cover at a later date to include treatment in the US?
Yes, however, BUPA International will look carefully into the circumstances, and reserves the right to "underwrite" or "re-underwrite" your policy.
This may mean a subscription rate greater than that which would have applied, if USA cover had been purchased at the outset. BUPA International may also impose new exclusions specific to the USA.
If you wish to be able to choose to be treated in the USA, you should take the extra cover when first joining.
- Does BUPA International offer cover for residents of the USA?
No, but you can choose to have any eligible treatment in the US if you previously purchased US cover. See above "Can I choose to treated in the US"?
Subscriptions
- Do I get a discount if I pay annually or quarterly?
Yes. If you pay annually or quarterly you will benefit from an extra discount.(currently 3.9% and 2.9% respectively), which is deducted before applying the 10% group rate discount.
- When do the rates change?
BUPA International review their subscription rates on 1st April and 1st October annually.
- How do my subscriptions rise as I get older?
Health insurance providers often set subscription rates in 5 year age bands, which leads to a sudden leap in your costs when you pass from one band to another. As part of a policy of fairer pricing, BUPA International, now sets a rate for each and every year.
Inevitably your subscriptions will rise year on year, as you get older and treatment costs continue to increase, however the effects on your subscriptions will be gentler than they would otherwise be with wide age bands.
- How does where I live affect my subscription?
As part of a policy of fairer pricing, BUPA International, now sets different rates for each of 7 zones, taking account of varying treatment costs in different parts of the world.
Regulation & complaints
- Who regulates BUPA International and HorizonHealthPlans.com?
BUPA Insurance Services Limited is registered in England and Wales at Companies House under number 03829851. Its registered office is at BUPA House, 15-19 Bloomsbury Way, London, WC1A 2BA. BUPA Insurance Services Limited is authorised and regulated by the Financial Services Authority (FSA).
BUPA International is a trading name of BUPA Insurance Services Limited.
HorizonHealthPlans.com is an appointed representative of BUPA International (BUPA International Intermediary No. 20217), and is regulated by the Financial Services Authority (FSA).
The Financial Services Authority (FSA), is the body that regulates the insurance industry in the UK. The FSA can be contacted on its website - www.fsa.gov.uk
Prior to January 2005, the industry was regulated by the General Insurance Standards Council (GISC).
- How do I make a complaint or a suggestion about your service?
If you are unhappy with any aspect of our web site or service, please tell us. Use the online contact form, or e-mail us at complaints@HorizonHealthPlans.com, when we would hope to resolve the matters to your satisfaction. We aim to resolve any complaint within 5 working days.
We will always welcome suggestions as to how our service can be improved.
- I have a problem with your web site.
Should you have any kind of difficulty with our web site, such as in finding the information you need, with our presentation of the information, or a technical problem, please e-mail us at webmaster@HorizonHealthPlans.com
If you do not find what you are looking for in these 'frequently asked questions', please contact us.