If you live in the U.S. or Puerto Rico and Cigna Healthcare is your medical benefits plan administrator.

To reach Cigna Healthcare, please use the following resources: 

• my.cigna.com
• Phone Number: +1 800-IDB-3637 (+1 800-432-3637)
• For claims from outside the U.S. and Puerto Rico, Guarantee of Payment (GOP) requests and escalations: IADB@cigna.com

Please use the IADB@cigna.com e-mail in these situations only: 

• Processing of services received while outside of the U.S.: You may submit your claim forms, paid receipts and provider invoices (including diagnosis information) for services received to IADB@cigna.com. Cigna will review this information to ensure there is no delay in processing your reimbursement and will provide you with clear expectations on when your claims should be processed. You can also use the self-service options through my.cigna.com to submit claims for out-of-network services within the U.S.  
• Guarantee of Payment: If a Guarantee of Payment is needed for an elective service to be performed at a hospital outside of the U.S., please send an e-mail to IADB@cigna.com at least two weeks in advance to process the request. Call +1 800-432-3637 if the request is for an emergency situation. Click here for more information on GOPs. 
• Escalations: To escalate concerns IADB@cigna.com or foreign or out-of-network claims and unresolved issues not addressed by regular Cigna customer service channels (e.g., discussion with a customer service representative or my.cigna.com chat feature), email IADB@cigna.com. 

Important consideration: For routine, non-escalated requests, such as ID card requests, EOB explanations, or status of a submitted claim, please contact Cigna's customer service team via phone at 1-800-432-3637 or use the chat feature within my.cigna.com (app or website). Members using IADB@cigna.com for these routine purposes will be reminded to reach out to Cigna’s customer service team or use the chat feature instead.  

MyCigna Mobile App
Download this app on your phone or tablet for easy access to services

The myCigna mobile app allows you to:

• Submit Claims and follow its status
• See what is covered under your plan
• Locate health providers near you or schedule a virtual doctor visit
• Access your ID Card

Install: Apple iOS / Google Android

If you live outside the U.S. or Puerto Rico and Cigna Global is your administrator

Cigna Global

• www.cignahealthbenefits.com
• E-mail
  • General questions: iadb.global@cigna.com
  • Guarantees of payment: admissions@cigna.com
• Phone Number
  • Global phone: +32 3 293 1859 or x005577 from Microsoft Teams
  • U.S. toll-free phone: +1 800 297 9983
• On the Cigna Health Benefit website, you can select the “call me back” option. Select the “Contact” tab” to access this “Call-me-back” feature, which allows Cigna Global to call you directly so that you don’t incur long-distance charges.
• Please see the following listing of by-country  direct dial numbers for Cigna Global. Please note that, although these are international toll-free numbers, access abroad may be restricted or some fees may still be charged by your phone provider, especially mobile phone providers. Cigna Global suggests using a landline whenever possible when calling these numbers. 
• What you can expect to hear when you dial: 
  • You will hear the welcome message ‘Welcome to Cigna”
  • You will be asked to choose a language first
  • You will be asked if you are you a member or provider. Choose “member”
  • You will be asked for the first 3 digits of your contract ID number. Enter 578 for IDB Group members
  • The first available agent at the contact center that speaks the language selected will pick up

*Please dial the number with the prefix for international calls in your country first, then the toll free number.

Cigna Health Benefits mobile app
Download this app on your phone or tablet for easy access to services

The Cigna Health Benefits mobile app allows you to:

• Submit claims and track claim status
• Access details on your benefits
• View and print temporary ID cards or request a replacement
• Find in-network providers and check their payment arrangement with Cigna Global

Install: Apple iOS / Google Android

Cigna Wellbeing mobile app

The Cigna Wellbeing mobile app allows you to:

• Allows you to do video consultations with a doctor via Global Telehealth
• Access tutorials for a healthy lifestyle and healthy recipes

Install: Apple iOS / Google Android

Visit the following documents for more information:

• Apps and Telehealth
• Health Benefits app Guide
• Cigna Global Web Guide

Please read these documents:

• Medical Deductible & Maximums
• Table of Covered Medical Services
• Definition of Covered Medical Services

If you live in the U.S. or Puerto Rico and Cigna Healthcare is your administrator

For a list of in-network providers in the US, please explore the myCigna App or my.cigna.com

Insurance companies in the U.S. work within a ‘network’ of providers and facilities.

Make sure your provider and facility are both in Cigna Healthcare’s network to:

1. Pay less co-pay
2. Avoid paying extra towards the out-of-network deductible
3. Avoid paying extra if the facility charges more than the Maximum Reimbursable Charges (MRC) for your procedures, previously known as Reasonable and Customary (R&C).

Out-of-network providers generally:

1. Charge higher rates and co-pays than in-network providers.
2. Charge a deductible before the Program pays any benefits.
3. Request you to pay for your services out of pocket and then file a claim with Cigna Healthcare for reimbursement.

If you live outside the U.S. or Puerto Rico and Cigna Global is your administrator

Call Cigna Global at the phone number on the front of your ID card to find in-network providers in the U.S. Puerto Rico.

If you live in the U.S. or Puerto Rico and Cigna Healthcare is your administrator

Medical care

If you are traveling outside the U.S. and Puerto Rico and require medical care, you can visit any medical provider you choose. For low-cost services, you will be required to pay out of pocket for the service and file a claim for reimbursement. For more costly care, you should always request a one-time Guarantee of Payment (GOP) prior to seeking services by calling the number on the back of your ID card. Cigna Healthcare will attempt to place a GOP with your desired provider.

If the GOP is accepted by the provider, the provider will bill Cigna Healthcare for the services you receive. If the provider does not accept a GOP, you will be required to pay out of pocket for your service and file a claim for reimbursement.

Emergencies

In an emergency, you should go directly to the most appropriate physician and/or hospital and contact Cigna Healthcare as soon as possible using the phone number on the back of your ID card.

If necessary, a family member or other representative may contact Cigna Healthcare on your behalf.

Phone Number:

+1 800-IDB-3637 (+1 800-432-3637) (US)

If you live outside the U.S. or Puerto Rico and Cigna Global is your administrator 

To find an in-network provider in your country of residence, you can use the provider search feature on the Cigna Health Benefits website or mobile app, or you can call the number on the front of your Cigna Global ID card. If you are outside your country of residency and require medical care, use the phone number on the front of your card to find providers in the U.S., Puerto Rico, or other countries.

Using your Cigna Global ID card on a “flash-the-card” basis/Direct Payment/Provider search

If you use the Cigna Global Website Provider Search on the Cigna Health Benefits website, you will see columns with checkmarks indicating these three categories of providers. Please take note of these categories so you can be prepared in advance for any services you may need:

1. Direct payment to the provider for inpatient care (including outpatient surgery). If your service will cost less than US$400, you should be able to show your Cigna ID card and the provider will bill Cigna Global directly. If the service or procedure will cost more than US$400, the provider should request a GOP from Cigna Global. You may also initiate the GOP request yourself through your Cigna Global website. 
2. Direct payment to the provider of outpatient care. These providers will work on a “flash the card” basis. However, for very low dollar value services, you will be expected to pay out of pocket and file for reimbursement. You can click on the provider’s name in your search results to verify the Direct Payment “as from amount” below which you will be expected to pay out of pocket, and over which you should be able to use “flash the card” and the provider will bill Cigna Global directly for your service or procedure.  
3. Price agreement (e.g., preferential rates, discounts on specific services, prompt payment discounts, etc.). At these providers, you will be expected to pay out-of-pocket for out-patient services and submit a claim for reimbursement, however because Cigna has negotiated rates or discounts, your coinsurance amount will typically be lower.
    

Guarantee of Payment (GOP)

If you choose to visit a provider outside the U.S. or Puerto Rico that is out-of-network with Cigna Global, you may request a one-time Guarantee of Payment prior to seeking services by using the Cigna Health Benefits website or emailing admissions@cigna.com (for non-emergency care) or by calling the number on the front of your ID card (in emergencies). Cigna Global typically will issue your GOP within 48 hours for non-urgent procedures and within two hours for emergencies if the GOP is requested by phone.

If the GOP is accepted by the provider, the provider will bill Cigna Global for the services you receive. If you are unsure whether a provider is in- or out-of-network, you should look up the provider using the Cigna Health Benefits website or mobile app. In the case of admissions, request a GOP so you will know in advance if the provider will bill Cigna Global or if you will be required to pay and file a claim.

Please visit your administrator’s website or app based on where you live, either Cigna Healthcare or Cigna Global, to request a new card, print a physical card or obtain a digital one.

If you live in the U.S. or Puerto Rico and Cigna Healthcare is your administrator

If you go out-of-network in the U.S. or Puerto Rico or receive medical services outside the U.S. or Puerto Rico for which you had to pay out-of-pocket, there are several ways to submit your reimbursement claims to Cigna Healthcare: via the myCigna website either on your computer or on your mobile phone, by e-mail, by fax or through postal mail. This is the  medical claim form. In-network claims are automatically sent by the provider.

To help the claim and reimbursement process go smoothly:

• When you pay for your procedure at a U.S. provider, always be sure ask for a “Superbill” as your receipt for payment. This document typically contains the detailed provider information necessary for Cigna Healthcare to process your claim. When a “Superbill” is not available (providers outside the U.S. may not use this type of invoice document), be sure to get an invoice/receipt that shows the details listed below. 
• Before beginning a claim on myCigna on your computer or mobile phone, be sure you have taken photos or have scanned all documents you plan to upload with your claim. For postal mail, you must submit paper copies of any supporting documentation with your claim form.
• Be sure to keep copies of your itemized bills, detailed receipts, and other claim-supporting documents in case they are needed for verification purposes.
• Include your member ID number on each document submitted with your claim.
• Check to make sure that the documentation from your provider includes all of the following information, or include it yourself when completing the claim process online or on your mobile; or when completing a paper claim to fax or mail. 
• For medical claims in the U.S or Puerto Rico, you must include:
  • The primary member name, including Cigna ID number
  • Please be sure the detailed invoice/receipt you are submitting includes: 
    • Date of service (mm/dd/yyyy) 
    • Patient name
    • Procedure code
    • Charge amount for each service
    • Health care professional name/credentials
    • Health care professional address
    • Health care professional Tax ID number
    • Diagnosis code (ICD format)
  • Proof of payment (e.g., credit card or other receipt) if the invoice from the provider does not show “amount paid” with a zero balance
• For medical claims outside of the U.S. or Puerto Rico, you must include:
  • Cigna Healthcare recommends that claims for outside the U.S. and Puerto Rico to be emailed to iadb@cigna.com with the information noted below:
  • The primary member name, including Cigna ID number
  • Please be sure the detailed invoice/receipt you are submitting includes:
    • Date of service (mm/dd/yyyy)
    • Patient name
    • Description of each service provided
    • Description of the reason for the service
    • Charge amount for each service
  • Proof of payment (e.g., credit card or other receipt) if the invoice from the provider does not show “amount paid” with a zero balance
  • For claims from providers outside the U.S. or Puerto Rico, please include a description of each service and the reason for the services. A general description is sufficient. For example, if you are on mission and are seeing a doctor outside of the U.S. for migraines, the type of service can be stated as "doctor office visit" and the reason for the visit could be stated as "migraines" or "headaches." This information will be sufficient for Cigna Healthcare to be able to process the claims.

How to Submit a Claim through the Cigna Healthcare Website

When you are ready to submit your claim through the myCigna website, just log in from your computer, smartphone, or tablet and follow these steps:

1. Log in to the myCigna website (If you have not yet registered in myCigna, you must follow the registration steps to create your account before submitting claims)
2. Hover over the “Claims” tab at the top of the page
3. Click “Forms Center” in the drop-down menu
4. Under the “Claims Forms” heading, select “Submit a Claim Online”
5. Select the coverage type related to your claim          
6. Select “Start”
7. Identify who the claim is for, whether the claim is related to an accident, whether the patient is covered by Medicare, and whether the patient has other insurance
8. Upload claim documents by clicking “Choose a File” NOTE: On your mobile phone, you can click on “take photo” to take photos of the documents you want to upload, or choose to upload a saved photo or saved file. 
9. Choose your file and then click “Upload File”
10. The next screen will give you the option to upload another file or click “Next” if you are finished uploading documents.
11. Check the certification box and then click “Submit.” You will see a confirmation page after submitting your claim.

How to Submit a Claim through the Dedicated E-Mail: iadb@cigna.com

You need to attach to the e-mail:
•    A legible copy of the invoice from the provider
•    A copy of your proof of payment
•    Completed Claim Form  

PLEASE NOTE: Hard-copy sample claim forms were sent with the Cigna Healthcare welcome package. You may photocopy this form and complete by hand, or on myCigna under the Forms Center, you may click on “Mail or Fax a PDF Claim Form” to open a fillable PDF claim form that you can complete and save to attach to your e-mail or print and send by fax.

How to Submit a Claim through Postal Mail:

You need to attach to the e-mail:
•    A legible copy of the invoice from the provider
•    A copy of your proof of payment
•    Completed Claim Form  

Mail your claim and supporting documentation to:

•    P.O. Box 182223, Chattanooga, TN, 37422-7223

How to Submit a Claim through Fax

You need to attach to the e-mail:
•    A legible copy of the invoice from the provider
•    A copy of your proof of payment
•    Completed Claim Form  

Send your claim form and supporting documentation to:

•    Fax number:  (859) 410-2422

Visit the following document for more information:

• How to File a Medical Claim to Cigna Healthcare Online

If you live outside the U.S. or Puerto Rico and Cigna Global is your administrator

You can submit a claim for services you paid out of pocket through the Cigna Health Benefits website or mobile app or by postal mail. Claims cannot be filed via email. This is the claim form. Cigna Global uses the same form for all types of claims.

Please note that Cigna Global has provided a U.S. address to mail your claim documents:
Cigna Claim Processing
P.O. Box 451989
Sunrise, Florida 33345

You may also submit claims to the Belgium address on the claim form.
Cigna Claim Processing
P.O. Box 69, 
2140 Antwerpen, Belgium

To help the claim and reimbursement process go smoothly:

• Make sure to provide all necessary supporting documents, including original, scanned, or photographed itemized bills or detailed receipts, certificates, medical reports, and prescriptions as applicable
• Keep copies of your itemized bills, detailed receipts, and other claim-supporting documents in case they are needed for verification purposes
• Include your member ID number on each document submitted with your claim form
• Provide complete details on the description of the service and the reason for the visit
• Indicate the country and currency you would like to be reimbursed in. You may elect to be reimbursed in U.S. dollars or the currency of the country where you currently reside. No other options will be approved for IDB Group members. You can select your currency choices in your Cigna Health Benefits profile, so you do not have to enter this information with each claim.

How to Submit a Claim through the Cigna Global Website

1. Log in to the Cigna Health Benefits website (www.cignahealthbenefits.com)
2. Click “Claims” in the menu bar
3. Click the “Submit a claim” button
4. Select the member who received care in the drop-down menu and identify whether that member is covered by other insurance and whether the claim is related to an accident
5. Click the “Next Step” button
6. Add the invoice date, amount, type of care, and country in which care was given
7. Click the “Next Step” button
8. Use the “Choose files” button to add your claim documents (make sure you also add any supporting documents, such as prescription, proof of payment, etc., if required)
9. When you are finished adding documents, click “Save this invoice”
10. On the next screen, review the summary of your claim information to ensure it is correct and then click “Submit claim”

Visit the following documents for more information:

• How to File a Claim online
• Example of an EOB

There are more resources for whenever you need assistance while traveling on official mission travel (including personal travel for up to 14 days when in conjunction with official mission travel). These include identity theft, travel medical aid, and emergency travel aid for all staff.

Please review the information provided on the Travel Portal on the ePortal. Contact information is as follows:

AIG Travel Guard

• Policy Number: 9157200
• Toll-Free/Free Phone (within the U.S.): 1-877-244-6871
• Collect/Reverse Charge (outside the U.S.): +1-715-346-0859
• Email: assistance@aig.com

• Actively manage any chronic conditions to keep them from becoming more serious.
• Take advantage of the preventive care coverage and case management services offered by the Program and the resources from the administrator based on where you live, either Cigna Healthcare or Cigna Global.
• Choose in-network health providers when in the U.S. This can result in significant savings for you and the Medical Program!
• Choose telemedicine, Urgent Care facilities (UCFs) or in the U.S., Retail Clinics (e.g., CVS Minute Clinics) instead of the Emergency Room (ER) when appropriate.

Explore the Glossary of Benefits Terms

CIGNA HEALTHCARE

General

• Step by Step to myCigna
• Cigna Virtual Care from MDLIVE
• Cigna Healthy Pregnancies, Healthy Babies program

Behavioral Health

• How to find a Behavioral Health Provider on myCigna
• Total Behavioral Health Flyer (Cigna Healthcare)
• Ginger – Mental Healthcare
• Getting started with Talkspace
• Total Behavioral Health Customer Flyer

Claims

• How to File a Medical Claim to Cigna Healthcare Online
• Medical Claim Form (Cigna Healthcare)
• Dental Claim Form (Cigna Healthcare)
• Vision Claim Form (Cigna Healthcare)

CIGNA GLOBAL

General

• Apps and Telehealth
• In Case of an Emergency
• Health Benefits app guide
• Membership ID Card Flyer
• Planning Hospital Admission
• How Telehealth works
• Preventive health screening

Claims

• Online Claiming Tool
• Medical Claim Form (Cigna Global)
• Example of an EOB