COVID-19 update for our customers


Bupa is closely monitoring Government advice on COVID-19. We have made a number of changes across our stores, clinics and aged care homes to help our customers, residents and team members during this challenging time.

UPDATED Monday 20 October 3:00pm

Reopening of Bupa Medical Visa Services in Victoria

Bupa Medical Visa Servicestwo Melbourne centres, and our Victorian regional partner clinics, reopened on Monday 28 September

Please visit the Home Affairs website for more information or your Visa Processing Officer.

Victorian customers

From Monday 5 October we commenced a two-phased approach to reopening our Victorian Health Insurance retail stores.  

The first phase of Bupa's Victorian Health Insurance store reopenings will begin in Regional Victoria with three stores opening on Monday 5 October:

  • Geelong
  • Bendigo
  • Ballarat 

Melbourne metropolitan retails stores will reopen on Thursday 5 November.

All of our Victorian Optical & Hearing stores in Victoria are open for appointments and walk-ins.

We continue to monitor the situation in line with Government and clinical advice. As the situation evolves, we will keep you updated if the list of open stores changes.

Customers outside Victoria

The majority of our Health Insurance stores, dental clinics and Optical & Hearing stores have re-opened with strict infection control measures.

To help us protect the health and safety of our customers and employees, please do not visit our stores, practices or care homes if you:

  • Have had contact with someone with a confirmed case of COVID-19;
  • Have arrived in Australia from overseas in the last 14 days; or
  • Are feeling unwell with flu-like symptoms such as fever, cough or sore throat.

Read more about the measures we’re taking to help our customers in each of our businesses below.

Health Insurance

To ensure the safety of our customers and employees in our stores, we are implementing strict hygiene and social distancing measures. Updates on store openings and operating hours can be found here.

Customers who are unable to visit a Bupa Health Insurance store are encouraged to contact us on 134 135 or visit bupa.com.au for any enquiries.

Throughout the pandemic, we have seen an increase in customers calling contact centres. This is leading to short delays at times and we ask for your patience as we respond to customer queries.

We are also deferring the October 1 premium increase for customers on JobSeeker and JobKeeper for 6 months (read more here) and will be providing more than $50m in assistance for customers suffering financial hardship due to COVID-19 (read more here). All Bupa customers with a hospital policy will be covered for COVID-19 related claims, irrespective of the terms of that policy (read more here).

Aged Care

We are very mindful of the need to take every possible step to protect our aged care residents from COVID-19. We have strong infection control measures in place across all our care homes and have introduced rules in each state to help protect the safety of our residents and employees. Read the latest Bupa Aged Care updates here.

We also want to help our residents feel connected during this time. See how you and your family can get involved by sending letters and pictures to our residents here.


For our Bupa Dental patients, we’re open and able to take appointments for all your dental care needs.

We have introduced a number of safety measures to help minimise the risk of COVID-19 exposure within our dental practices. These include:

  • Standard infection control procedures to reduce the spread of any infection;
  • The use of personal protective equipment (PPE) for all treatments such as standard level 2 surgical masks, protective eyewear and gloves;
  • Strengthened cleaning procedures, including actively promoting the regular use of antibacterial hand sanitiser and surface wipes;
  • Stringent personal hygiene measures for our people;
  • Requesting patients reschedule their appointment if they are or have recently been unwell, or are experiencing any flu-like symptoms; and
  • Touch-free temperature checks for our patients.

If you have an enquiry, please call your local Bupa Dental practice.

Optical & Hearing

For our Bupa Optical & Hearing customers, our stores are open again across all states.

We have increased our cleaning and hygiene measures to help ensure all of our open stores are safe for you and our team, including:

  • Hand sanitiser;
  • 1.5 metre physical distancing;
  • Limited customers in store; and
  • Increased cleaning.

Find out more about our locations here. Customers can also purchase our full range of contact lenses online, as well as selected sunglasses and prescription glasses. Visit our Bupa Optical website.

Where can I find out the latest Government information?

The Australian Government’s Department of Health and the New Zealand Government’s Ministry of Health are the best places to get the latest information on the coronavirus, and information on testing.

Media reference number: 20/073