National Plan – Prescription Drugs

How to Submit a Claim Outside the U.S. and Puerto Rico

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. 

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 for Claims Outside the U.S. and Puerto Rico 

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 

Claims for prescriptions filled inside the U.S. and Puerto Rico

Nearly all pharmacies in the U.S. and Puerto Rico are in-network and your claim will be adjudicated at the pharmacy. However, if you fill your prescription at an out-of-network pharmacy, you must pay out-of-pocket and then file a claim with Express Scripts for reimbursement. PLEASE NOTE: If you use an out-of-network pharmacy, you will only be reimbursed for 50% of the amount you paid for the prescription. Use the Express Scripts website (expressscripts.com) to submit a claim online. You can also call the number on your Express Scripts ID card for assistance with filing a claim.

To access the digital ID card on the Express Scripts website or the Express Scripts mobile app (Apple iOS / Google Android), download the appropriate app and create an account. You will not have to create a new Express Scripts account if you remember your login credentials from 2022. You can use the “forgot password” feature if you remember your username.

To register on the app or website, you will have to use the SSN field even though most IDB members do not have an SSN. Instead of typing in an SSN (even if you have one), you will need to use your IDB Group Employee/Retiree ID number with additional zeros as follows: 

• If you have a six-digit IDB Group ID number: 00 + your six-digit IDB Group number + 0 
• If you have a five-digit IDB Group ID number: 000 + your five-digit IDB Group number + 0 
• If you have an eight-digit IDB Group ID number: your eight-digit IDB Group number + 0 

For example, if your IDB Group ID number is 123456, you would enter 001234560 in the SSN field. If this does not work, contact HRD/INS ([email protected]) to obtain the Express Scripts ID number you should use. Members are asked to enter First Name, Last Name, DOB, zip code and member ID / SSN when they are registering. COF members do not have a zip code so they should leave the zip code section blank. After that the member would be asked to provide the last 4 digits of their SSN or member ID to identify the specific member. Video (leave the zip code blank) and User Guide 

To access your prescription drug ID card on the mobile app, go to the “More” tab on the bottom right of the home screen and choose “Prescription ID Card”. To access the ID card on the website, go to the “Account” tab and choose “Prescription ID Card”. You can then show the ID card at a pharmacy, add it to your wallet (from the app) or text/email a copy of the ID card. 

Pharmacy Network Inside the US and Puerto Rico: Most major pharmacy chains in the U.S. are in-network with Express Scripts. Go to www.express-scripts.com or check the Express Scripts Mobile App. 

ID Card Replacement: Please explore the Express Scripts Mobile App or https://www.express-scripts.com

U.S. Home Delivery of Maintenance Medications: Express Scripts Pharmacy has a U.S. home delivery pharmacy program available within the United States, Puerto Rico, and U.S. Virgin Islands, for maintenance drug prescriptions delivered ONLY to a U.S., Puerto Rico or U.S. Virgin Islands address. Express Scripts cannot send mail-order prescriptions to overseas addresses. 

To order a new home delivery prescription, you can make a request by mail or your doctor can request electronically.  

• If you want to make a request by mail: Request a prescription from your provider for a 90-day supply with refills 

1. Download the order form from the Express Scripts website 
2. Include your delivery address 
3. Update health conditions and allergies information 
4. Include payment information (credit card or US checking account) 
5. Include your prescription  
6. Mail the completed order form and prescription to:  

         EXPRESS SCRIPTS PHARMACY 
         PO BOX 66301 
         ST LOUIS, MO 63166-6301 

• Electronic request: Ask your doctor’s office to send your prescription electronically to Express Scripts Home Delivery, NCPDP 2623735, or via fax to reduce your waiting time for prescriptions. Have your doctor call 1-888-327-9791 for faxing instructions, if needed. If your doctor’s office handles the request electronically you do not need to mail anything to Express Scripts. 

To manage your existing home delivery prescriptions, go to Express Scripts website. 

IDB has partnered with Cigna Global and Expatriate Prescription Services (EPS) to launch a pilot program that will enable plan members to receive shipments of certain prescription drugs from outside their location, when those medicines are not available in their country. The service uses an efficient and reliable delivery system to provide access to over 200 countries and territories worldwide.

What is included in this service:

• Personal Order Management: Each order is individually reviewed and evaluated based on its unique circumstances and medical necessity
• Delivery Coordination: Orders are shipped using best-in-class couriers and packaging. Prescription copies and customs declarations are included with each shipment. There is no charge for shipping
• Quality: The pharmacy partners are all thoroughly vetted and adhere to U.S. FDA-equivalent standards
• Cost: IDB Group members pay $5 for an up to 30-day supply

When does the medical plan cover international medication shipment?

• Prescription medication is not available in the country or 
• Quality of medication does not meet the necessary quality standard

Ordering process:

• On average it takes 2-3 weeks for medication to arrive
• Process is managed by a Cigna Global Nurse case manager
• For the duration of the pilot phase, the IDB member will need to email [email protected] to initiate the process. A valid prescription, together with the IDB member’s name and personal reference number should be provided. Please reference “EPS pharmacy” in the subject line of the email. IDB members will then be referred to a Cigna Global nurse case manager to review the request
• The nurse will assess if the medication is locally available and medically necessary
• If approved for shipment, the nurse will initiate the request with EPS. If denied, the member will be informed 
• Medical Benefits Program prescription co-pays will still apply.
• EPS will provide shipment and tracking information
• If the medication is ongoing, coordination between the Cigna case manager and the member will be required for ongoing refills

Prescription requirements:

• Strongly encouraged that the prescription be written in English on a doctor’s letterhead or prescription pad. Some other languages may be supported, contact the Cigna nurse if this is necessary
• Must be dated and hand-signed by the doctor. No electronic prescriptions
• Must include the medication name, strength, daily dosage and total number to dispense
• Are valid for up to one year from the date they are written, regardless of the number of refills
• EPS cannot ship controlled substances due to strict laws around importation. No other general restrictions apply. This means liquids, gels, creams and cold chain medication can be shipped, unless indicated otherwise 

This service is offered as a pilot to all IDB international and national participants (including retirees) and will run until at least September 30, 2026. If you experience any delays or other issues with this pilot program, please email [email protected].