Frequently Asked Questions
A list of our most common questions regarding travel abroadSome of our frequently asked questions are answered below.
If you need any further help or information, need to get approval for treatment, or for any other reason, please contact our Customer Care Team who are available 24 hours a day, 7 days a week, 365 days a year.
Can I go anywhere in the world for treatment?
Cigna Global Health Options offers two areas of cover – Worldwide including USA and Worldwide excluding USA. If you choose Worldwide including USA you can receive treatment anywhere in the world. If you choose Worldwide excluding USA, you can receive treatment anywhere except in the USA.
If prior approval is obtained, but the beneficiary decides to receive treatment at a hospital, medical practitioner or clinic which is not part of the Cigna network, we will reduce any amount which we will pay by 20%. A list of Cigna network hospitals, clinics and medical practitioners is available in your secure online Customer Area or you can contact our Customer Care Team for more information. We realise that there may be occasions when it is not reasonably possible for treatment to be provided by a Cigna network hospital, medical practitioner or clinic. In these cases, we will not apply any reduction to the payments we will make.
How do I get treatment?
When you need treatment, call our Customer Care Team. We can help you arrange your treatment plan, and point you in the right direction, saving you the time and hassle of looking for a hospital, clinic or medical practitioner yourself. We appreciate that there will be times when it will not be practical or possible for a beneficiary to contact us for prior approval (for example, emergencies, or when a family member is suddenly sick and the priority is to get treatment for them as soon as possible). In circumstances like these, we ask that you or the affected beneficiary get in touch with us 48 hours after treatment has been sought, so that we can confirm whether treatment is covered and arrange settlement with your provider.
How do I find my closest doctor?
Log into the online Customer Area and you can search our directory of hospitals, clinics and doctors. Simply type in your zip code, specify the distance you are willing to travel and it will list the medical experts within your area. Alternatively, call our Customer Care Team. Please remember to take your Cigna ID card with you when you go for treatment and ask your hospital, medical practitioner or clinic about direct billing if this has not already been confirmed. Where possible, we will arrange to pay the hospital, clinic or doctor you wish to see directly.
Getting in touch
If you need to speak to us about your treatment plan, contact our Customer Care Team who can direct your call to a Cigna healthcare professional. Email: cignaglobal_customer.care@cigna.com.
Telephone +44 (0) 1475 788182 or 800 835 7677 from inside the USA.
Inside Hong Kong: 2297 5210.
Inside Singapore: 800 186 5047
Do I need to pay for treatment in advance?
Where possible we will arrange to pay your hospital, clinic or doctor directly. However, if you have chosen a deductible, you must pay this amount yourself.
How do I submit a claim?
If you’ve paid for your treatment yourself, you can send your invoice and claim form to us using any of the following methods. Please clearly state your policy number on all documentation:
Online Customer Area: www.cignaglobal.com
Email: cignaglobal_customer.care@cigna.com
Fax: +44 (0) 1475 492 113 Inside the USA: 855 358 6457
Post:
Treatment incurred outside the USA, Hong Kong and Singapore
Cigna Global Health Options
Customer Service
1 Knowe Road
Greenock
Scotland PA15 4RJ
—
Treatment incurred in the USA
Cigna International
PO Box 15964
Wilmington
Delaware 19850
USA
—
Treatment incurred in Hong Kong
Cigna Worldwide Life Insurance Company Ltd
Cigna Global Health Options
Customer Service
15/F, 28 Hennessy Road
Wan Chai
Hong Kong
—
Treatment incurred in Singapore
Cigna Europe Insurance Company S.A.-N.V.
Singapore Branch
Cigna Global Health Options
152 Beach Road
#26-05 The Gateway East
Singapore 189721
We aim to process your claim within 5 working days after receiving all necessary documentation
Am I covered for dental treatment?
Our International Medical Insurance provides cover for core benefits, such as emergency dental cover in the event of an accident that requires you to have treatment in a hospital. If you want more coverage, choose our International Vision and Dental option and enjoy access to a wide variety of preventative, routine, major and orthodontic treatments.
What if I have a complaint?
Cigna Global Health Options aims to resolve all complaints fairly, consistently and promptly. If you have a complaint about the products or services provided by Cigna Global Health Options please let us know in the first instance by contacting us using one of the following methods:
In Writing:
Cigna Global Health Options
Customer Care Team
1 Knowe Road
Greenock
Scotland
PA15 4RJ
By Telephone:
+44(0)1475 788182
From the USA 800 8357677
From Hong Kong 2297 5210
From Singapore 800 186 5047
By Email:
cignaglobal_customer.care@cigna.com
European Union Online Dispute Resolution (EU ODR)
If you are resident in the EU and you have purchased a Cigna Global Health Options product online, you may also be able to use the EU ODR website http://ec.europa.eu/odr to help you access the services of an out of court Alternative Dispute Resolution (ADR) bodies.
Cigna Global Health Options has agreed to use the services of the following EU ADR bodies.
Ombudsman Des Assurances (Belgium)
http://www.ombudsman.as/
Financial Ombudsman Service (United Kingdom)
http://www.financial-ombudsman.org.uk/
Medical Expat Insurance
Medical Expat Insurance was designed out of a need for folks who travel to have a solid Medical Plan behind them when traveling to various countries. We are an agency with first hand knowledge of knowing about dependability and service. That is why Cigna is our partner of choice when it comes to global travel. Where you go; we are there. Cross borders without fear of whether your coverage is following you.*Some countries are excluded.