1. General information

How can I contact you?
You can contact us by using one of the forms on the CONTACT page, by email, by post, or by phone. We usually respond to enquiries within two days, however, if your request is urgent we ask that you call us instead. You can find our phone number on your personal webpages or on your ID card. When sending us an email, please include your personal reference number in the subject line as this will ensure a quicker response time.  
 

How can I update my personal details?
You can update your personal details by clicking on the MY PROFILE button.  

2. Direct payment of medical expenses
 

How can I avoid advancing the costs of my treatment?

• In case of a planned admission, contact us well in advance so we can arrange for direct payment of your expenses, if applicable to your plan.
• Direct payment is also possible in case of an emergency or accident. Simply show your membership card to the health care provider upon admission and have someone contact us as soon as possible.
   

How does direct payment work?
To help us arrange direct payment in case of a planned hospitalisation, please follow these steps:

1. Log in to your personal webpages and search for your preferred provider in the Provider List section. If your provider has no direct payment agreement with us, simply contact us and we will try and arrange direct payment on a case-by-case basis.
2. Then to go the CONTACT page and click Request a guarantee of payment. Fill in all the necessary information and send the form to us.
3. You can also ask the provider to fill in the Cost estimate form.
   
   Please remember to include as many details as possible when you send us a Guarantee of payment request. We need to know the diagnosis, the planned treatment and if possible the estimated cost. If you have any medical reports or prescriptions, please include them in your request.
    
4. Cigna sends a Guarantee of payment (GOP) to both you and the provider. This document mentions whether or not the treatment is covered and what portion of the expenses will be invoiced to us directly.
5. Upon admission, show your membership card and Guarantee of payment to the provider.
6. Cigna settles the bill directly with the provider. You only have to pay the remaining patient portion. After we settle with the provider, you will receive a settlement note.

3. Claiming expenses
 

How can I claim my expenses?
Go to your personal webpages and click CLAIMS. Submit the form to us, along with the necessary supporting documents: detailed invoice, prescription, etc. You can find out which documents to add on your personal webpages.
 

When will I be reimbursed?
 We understand that you expect a smooth and swift reimbursement of your claims. We aim for a quick and hassle-free settlement of all claims. Please be sure to add all relevant documents to your claim so we can process your claim smoothly and quickly. 

How do I know my claims have been settled?
Cigna sends you a detailed settlement note by post, or by e-mail if you have registered to our Settlement details online service. With this service you can also follow the status of your claim on your personal webpages. If your claim has not been accepted or if it has been only partially accepted, you will find detailed explanation on your settlement note.


How can I register for Settlement notes online?
You can activate this service in the MY PROFILE section.
 

How long is my prescription valid?
A prescription is usually valid for 1 year; however, this may vary according to your plan so please check your Description of Benefits. 
 

4. Health care providers
 

I am looking for a health care provider. Can you help me?
Of course! Log in to your personal webpages and search for your preferred provider in the Provider List section. You can easily search for all types of health care providers by name, medical speciality, or region and you can find out which agreements we have with them.
 

What if my preferred provider is not part of Cigna’s network?
If your provider does not have an agreement with us, simply contact us and we will try and arrange direct payment and/or a discount on a case-by-case basis.

5. Benefits information
 

Where can I find a detailed description of my plan benefits?
Your plan’s reimbursement rates and requirements, ceilings and exclusions are available on your personal webpages.
 

Where can I find information on health topics?
The Health encyclopedia on your personal webpages provides you with detailed information on diseases, symptoms and treatments. Once logged in, go to the My Health section.