Frequently asked questions & support

You can contact us by email, by post, or by phone. We usually respond to enquiries within two working days, however, if your request is urgent we ask that you call us. You can find our contact details on the member portal, the Cigna Health Benefits+ app or on your membership card. When sending us an email, please include your personal reference number in the subject line as this will ensure a quicker response time.

Log in to your member portal to consult all information regarding your plan and access our online services.

If you need urgent access to your member portal, please call us on + 32 3 217 65 65 and we will help you.

Consider that your contract number will be required to be placed with a customer service representative. If you do not know your contract number, please introduce “000” as contract ID number.

Your medical benefits can be consulted under the ‘My plan’ section on the member portal.

• 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.

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

1. Log in to your member portal and search for your preferred provider in the Provider search 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 go to the Contact page and click Request a guarantee of payment. Fill in all the necessary information and send the form to us. In case of an urgent admission, please call us.
   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.
3. You can also ask the provider to fill in the Cost estimate form.
4. The Guarantee of payment (GOP) mentions whether or not the treatment is covered and what portion of the expenses will be invoiced to us directly.
5. If the below conditions are met and the required care is covered under your medical plan, we will send a Guarantee of payment to the hospital. We’ll send you a copy for your records.
   • - the diagnosis and treatment are covered by your plan;
   • - the expenses are reasonable and customary.
6. Upon admission, show your membership card and Guarantee of payment to the provider.
7. Cigna Healthcare 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.

Cigna Healthcare will inform you by email when your claim has been processed.

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.

Of course! Log in to the member portal and search for your preferred provider in the Provider search 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. You can select the health care provider of your choice, or rely on our professional network.

You can benefit from direct payment agreements and the discounts we negotiated for you.

If your provider does not have an agreement with us, simply contact us and we will try to arrange direct payment and/or a discount on a case-by-case basis. Please keep in mind that this is not always possible.