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

Download the app on your phone or tablet to ease access to services:  Apple iOS / Google Android

Please read these documents:

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

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.

Medical care

If you are traveling outside the U.S. and Puerto Rico and require medical care, you may 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 contacting Cigna Healthcare (Please see the next section for detailed instructions on how to request a GOP). They 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.

For more costly care, you should always request a one-time Guarantee of Payment (GOP) prior to seeking services by calling either of the following numbers:

            -+1 800 441 2668 (within the United States)

            -+1 302-797-3100 (Outside of the United States)

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.

• Detailed Instructions for Requesting a GOP

Please visit Cigna Healthcare's website (mycigna.com) or mobile app to request a new card, print a physical card or obtain a digital one.

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: 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. 
• For e-mail submissions, you must submit scanned copies of any supporting documentation with your claim form. For fax and postal mail submissions, 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 via e-mail; or when completing a paper claim to fax or mail. Make sure to provide all necessary supporting documents, including original, scanned, or photographed itemized bills or detailed receipts, certificates, and medical reports as applicable.

 For medical claims in the U.S. or Puerto Rico, you must include:
 

1.   The primary member name, including Cigna ID number 

2.   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)
  
  3.   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 the U.S. and Puerto Rico, you must include:
 

Cigna Healthcare recommends that claims for outside the U.S. and Puerto Rico to be e-mailed to IADBForeignClaims@cignahealthcare.com with the information noted below:

1.   The primary member name, including Cigna ID number

2.   Please be sure the detailed invoice/receipt you are submitting includes:

• Date of service (mm/dd/yyyy) 
• Patient name
• Description of services provided
• Description of the reason for the service
• Charge amount for each service
   

4.   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.

5.   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: IADBForeignClaims@cignahealthcare.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 include:
•    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 188037, Chattanooga, TN, 37422-8037
 

How to Submit a Claim through Fax

You need to include in your fax:
•    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: (866) 370-8574

Visit the following document for more information: How to File a Medical Claim to Cigna Healthcare Online

In a medical emergency, seek medical care and then contact Cigna Healthcare using the number on the back of your ID card if you need assistance.

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

General

• Step by Step to myCigna
• Cigna Virtual Care from MDLIVE
• Cigna Healthy Pregnancies, Healthy Babies program
• Cigna’s Healthy Rewards 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
• Happify Customer Flyer
• Accessing the correct Happify app

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)

Please read these documents:

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

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.

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.

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). If you are unsure whether a provider is in- or out-of-network, please check the provider directory on the Cigna Health Benefits website or mobile app. 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. In the case of admissions for planned procedures, always 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.

• Detailed Instructions for Requesting a GOP
• Planning Hospital Admission

In an emergency:

• You should go directly to the most appropriate physician and/or hospital.
• Then, as soon as possible, you or your representative should notify Cigna Global of your status.

Use the phone number on the front of your ID card or the contact information of the appropriate network partner on this page.

Please visit Cigna Global’s website cignahealthbenefits.com or app to request a new card, print a physical card or obtain a digital one.

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
   

In a medical emergency, seek medical care and then contact Cigna Global using the number on the front of your ID card if you need assistance.

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

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