Help Centre

An emergency is a serious illness or injury that poses an immediate risk to life or long-term wellbeing – for example, a broken bone or chest pains. If your situation is an emergency, call for medical attention immediately on 000 (triple zero).

Blua online doctor appointments are best for:

• Simple health issues that don’t need a physical check. For example, coughs, sore throats, headaches, or infections.
• Requesting renewals for certain prescriptions, referrals to another doctor, or blood tests and medical imaging like x-rays and ultrasounds.
• Asking for certain medical certificates if you need to take time off from your work or study.

These appointments shouldn’t be used for:

• medical emergencies
• acute injuries (for example, sprains and strains)
• mental health assessments
• workers’ compensation claims
• prescribing drugs of addiction (for example, morphine, fentanyl or oxycodone).

If you need help with any of these things, book an in-person consultation with a local doctor.

For a full list of things you can’t book for when using Hola Health, see the terms and conditions.

100% of appointment fees are covered for most international Bupa health insurance members.^#

Other Bupa members with an eligible Bupa health insurance extras product will get 100% of fees covered for a yearly limit of either 3 or 6 appointments per person, depending on their level of cover.^† Eligibility, fund and policy rules apply.^{^}

To book online doctor appointments once you've reached your yearly service limit, you'll need to book through another provider of your choice, or go directly to Doctors on Demand, but fees and charges will apply.

You can book an appointment with an Australian Health Practitioner Regulation Agency (AHPRA) registered doctor.

AHPRA registered doctors provide general consultations. They can diagnose, treat, and refer you to other health professionals.

If you have a Medicare number, you have an IHI number and don’t need to worry about this.

If you’re not an Australian resident, you can still see a doctor, but you’ll need an IHI number in order to get prescription medicine via eScript. Adding an IHI also gives you access to Medicare subsidised medicine and referrals (e.g. for radiology, pathology or specialists).

An Individual Healthcare Identifier, or IHI, is a unique 16-digit number used to identify a person getting healthcare. That could be an Australian citizen, a permanent resident, or a visitor to Australia. Anyone with a Medicare or Department of Veterans’ Affairs (DVA) card automatically has an IHI.

The fastest way to get an IHI is online, through myGov.

Learn more about IHI numbers

If you need to reschedule or cancel your appointment, follow the instructions provided in your booking confirmation emails.

If you’re an eligible Bupa health insurance member booking through Doctors on Demand or Hola Health, you can choose which doctor you want to see while you’re booking, if they’re available.

No, you can’t. Online doctors appointments through Blua are treated the same as other visits to a general practitioner, and can’t be claimed on your health insurance.

If you are a Bupa health insurance member, you may be eligible to have 100% of your appointment fees covered, through Blua’s engagement with Doctors on Demand and Hola Health. All Overseas Student Health Cover (OSHC) and Overseas Visitor Cover (OVC) members in Australia are eligible.^#

Other Bupa health insurance members will need to be on an eligible Bupa health insurance extras product which includes Blua online doctor appointments.^{^} Yearly service limits apply. If you need to check what cover you have, sign in to myBupa.

If your call quality is poor, there are a few things you can try.

• Turn off your video. If you don’t need the doctor to see anything, this may help improve your audio. Just let your doctor know you’re doing this.
• Try reconnecting. You can join again using the link in your email or or SMS.
• Ask the doctor to call. The doctor will have your contact details. If there’s a tech issue, the doctor may try and call you on the phone.

If you’re still having trouble, contact Doctors on Demand or Hola Health.

If your doctor has prescribed you medicine, you’ll typically get this via SMS as an eScript. Medical certificates and referrals will be sent via email.

You’ll normally get these things within an hour of your appointment finishing, but they may take up to a day. If there’s anything you haven’t received, contact Doctors on Demand or Hola Health.

If you don’t have an IHI number, your prescription may be delayed.

A Bupa digital identity is an individual digital profile allowing you to log into all Bupa and Blua services with a single sign in. It also requires multi-factor authentication (MFA) when signing in to help ensure the right person is accessing the right account.

If you are a Bupa health insurance member, you’ll need:

• the email address listed on your policy.
• the mobile number listed on your policy.

If you’re not a Bupa health insurance member, you’ll need:

• an email address.
• a mobile number from Australia or an approved country.

The approved non-Australian mobile phone numbers are:

• Brazil
• China
• Colombia
• France
• Germany
• India
• Indonesia
• Ireland
• Malaysia
• Nepal
• New Zealand
• Norfolk Island
• Pakistan
• Philippines
• Singapore
• Sri Lanka
• Sweden
• United Kingdom

We ask you to verify your details so your information isn’t being used by people you didn’t give permission to. A digital identity is a secure way to prove who you are online by verifying personal details like your email address and mobile number. 

Sign in using the same details and you’re good to go! 

If you’re a Bupa health insurance member and would like to use the same Bupa digital identity that you use for Bupa services like myBupa, you’ll need:

• the email address listed on your policy.
• the mobile number listed on your policy.

You can create a new Bupa digital identity, but you won’t be able to use the same email address or mobile phone number. 

If you create a new Bupa digital identity, you won't be able to see your health insurance information, benefits and other Bupa health insurance member features. For example, you won’t be able to access your policy information or have access to the same member rewards as Bupa health insurance members in the Blua app. 

Members whose credentials are managed by their employer (federated sign-in) can use their existing email and password to set up their digital identity.

If you’ve already set up your digital identity, but have forgotten your sign-in details, you may need to:

• reset your email.
• reset your password.

No. Any personal information (including health information) collected from the Blua app will not affect your Bupa health insurance policy premiums. Under Australian law, your personal information can’t affect your health insurance premiums.

Unlike other types of insurance, health insurance is community rated. This means the cost of health insurance is not determined by your personal circumstances, such as your age, health or fitness.  

We’ll use your personal information in line with our Privacy Policy.

As for protection, the Blua app has been developed with a ‘Secure by Design’ approach. This means that security has been built into every stage of the development lifecycle, from initial design through to deployment. 

To help protect your data, we have: 

• Rigorous security testing – Regular penetration testing and vulnerability assessments are performed to validate the effectiveness of our controls. 
• Control validation – All critical security controls are tested and verified before each release, ensuring they meet strict compliance and industry standards.
• Data protection – Your data is encrypted in transit and at rest, using industry-standard encryption protocols.
• Access controls – Role-based access and strict authentication mechanisms ensure that only authorised users and systems can access sensitive information. 
• Continuous monitoring – We continuously monitor the cloud hosting environment for unusual activity or emerging threats and respond swiftly to potential risks.

By embedding security into every layer of the Blua app experience, we are committed to maintaining your trust and safeguarding your personal information.   

If you delete your Bupa digital identity in the Blua app, we will delete your: 

• email 
• mobile number 
• password.

If you’re a Bupa health insurance member, we won’t delete your: 

• name 
• contact details 
• policy and claims information 
• consents.

If you’re not a Bupa health insurance member, we won’t delete your: 

• name 
• date of birth 
• consents.

For all users, we won’t delete information we have gathered through your use of the Blua app, but it will be de-identified, meaning it can’t be linked back to you. The de-identified usage data we keep includes:

• your wearable data
• sex assigned at birth (Coming soon)
• Aboriginal and Torres Strait Islander status (Coming soon)
• goals and habits data
• health check planner data. (Coming soon)

No. Since your data is de-identified, there is no way to isolate just your data.

However, if you would like to request access to any personal information we hold about you that isn’t de-identified, contact us at btinfo@bupa.com.au.

To be eligible for chemist delivery, you’ll need to be a Bupa health insurance member and have a delivery address within 8km of a participating chemist to be in the serviceable area. See the Blua chemist delivery webpage for more information on eligibility criteria.

You’ll get free delivery for orders that have at least one electronic prescription (eScript) or 3 medicines from paper prescriptions.

You can also get free delivery if your first order is $30 or more, and free delivery on any later orders of $50 or more.*

Yes. If you’re eligible for chemist delivery, you’ll see a chemist delivery option in the app.

We’ll use your personal data in line with our privacy policy and terms and conditions.

It’s is an optional health check offered at some Bupa Dental clinics to help you understand how your oral health relates to diabetes risk.

No. This is not a test or diagnosis. It estimates your likelihood of developing type 2 diabetes in the next five years based on a questionnaire.

AUSDRISK is an Australian Government–endorsed questionnaire used nationwide to estimate future risk of the likelihood of developing type 2 diabetes in the next 5 years.

Oral health is closely linked to overall health, especially to chronic diseases like Type 2 diabetes. Dental visits can be a convenient time to share preventive health information.

You will see information explaining your risk category and optional suggestions such as learning more, seeing a GP, or using digital health services.

No. Your dental treatment, insurance coverage, and premiums are no't affected.

The assessment uses AUSDRISK, a nationally recognised screening tool. It estimates risk based on population research, but it can’t predict individual outcomes and doesn’t replace medical tests or advice.

No. You choose if, when, and how you share this information with a healthcare professional.

Bupa hasn’t charged you for oral health education. The $0 item code lets us understand whether a clinician has explained the importance of oral health and broader chronic conditions. This won’t affect your health insurance limits.

If you're eligible, your e-gift card will be emailed to you within 30 days of you completing the questionnaire and attending your dental appointment.

Please check your SPAM/Junk folder first. If it's not there, please email Blua60@bupa.com.au.

Include:

• your name, as it appears on your Bupa card
• your member number
• your Individual reference number (IRN), which is next to your name
• the email you used when completing the questionnaire, and
• date of your dental appointment.

Please check your Trash/Deleted Items folder to retrieve it. If you can’t find it there, please email Blua60@bupa.com.au.

Include:

• your name, as it appears on your Bupa card
• your member number
• your Individual reference number (IRN), which is next to your name
• the email you used when completing the questionnaire, and
• date of your dental appointment.

Please email Blua60@bupa.com.au.

Include:

• your name, as it appears on your Bupa card
• your member number
• your Individual reference number (IRN), which is next to your name
• the email you used when completing the questionnaire, and
• date of your dental appointment
• the error being displayed when you try and use your Visa e-gift card.