Your Cigna Global Health Insurance Information
Table of Contents
1. Your Member Portal
2. Pre-authorization
3. Claims
4. Understanding your Explanation of Benefits (EOB)
5. Understanding Your Cigna Global Medical Insurance Benefits.
6. Using your Global (Outside the U.S.) Medical Network
7. Using your U.S. Medical Network
8. Emergency Medical Evacuation
9. Preventative Benefits
Welcome To Your Cigna Global Expat Health Plan
Your Cigna Global Expat plan is a health plan that covers you around the world. This international plan comes with incredible benefits including emergency evacuation, telehealth coverage, a vast international network, and self-service through the exclusive member portal.
On this page you will find information about your member portal, benefits, claims, your GNI team, and much more. This knowledge base was developed specifically to help you navigate your insurance and make the most of your benefits.
Please do not forget to bookmark this page so you can easily reference the answers to all of your future Cigna Global expat insurance policy questions.
GNI Contact Information
Your Group Insurance Advisors: Tracy, Gaby, and Doug
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480-813-9100 |
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[email protected] |
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690 E Warner Rd Ste. 117 Gilbert, AZ 85296 |
Quick Links
Understanding Your Member Portal
Your Cigna Member Portal
Cigna Customer Area: You may register to access your secure online Customer Area at www.cignaglobal.com. You will save time by having a wealth of information at your fingertips. You can access and print ID Cards and forms, file and view claim status, obtain copies of certificates, find a hospital or doctor, and more. This will take you to a page where you can enter in your Cigna ID number and create a user name and password for access to the site.
GNI Team Q & A
Question: Do I need to carry my ID card with me at all times?
Answer: We recommend that you carry it with you. Your ID card contains important information including contact information for Cigna should a medical emergency arise.
Question: How may I obtain a new ID Card?
Answer: Download a PDF version of your ID Card from your Customer Area. Once logged in, locate the Print ID Card link. To obtain a replacement for your hard plastic ID Card, contact customer service through your Cigna account to request a new one.
GNI Team Tidbits
GNI Team Final Thought
Ask Doug
Key Notes
Cigna Global is known for its large international network. Find a doctor near you online from your Customer Area. You can find one who will bill Cigna so that you don’t have to pay and claim.
Understanding Pre-Authorization
Pre-authorization
Prior authorization is required for all Inpatient and Day patient treatments, including surgical procedures. In most circumstances, Cigna will give the treating hospital, medical practitioner or clinic a guarantee of payment. Direct Pay providers overseas and in the US, will do the authorization on your behalf.
You can also call Cigna’s 24/7 customer service number on your ID card: 1-800-835-7677 in the US or +44 (0) 1475 788182 abroad. (You can call collect.)
GNI Team Q & A
Question – In the U.S., who is responsible for getting the precertification/prior authorization?
Answer 1 – In-network services: Your doctor is responsible.
Answer 2 – Out-of-network services: You are responsible if you choose to see an out-of-network doctor and your plan covers out-of-network services. To get precertification, call the toll-free number on your Cigna ID card. You’ll need the name of the doctor or facility, the procedure or procedure code and the date of service when you call. Remember, when you go out-of-network, your out-of-pocket costs may be higher and your claim could be denied if not medically necessary.
Question – What if I have an emergency and cannot get a prior authorization before I am treated?
Answer – In circumstances such as this, Cigna asks that either you or the medical facility contact them within 48 hours of treatment so Cigna can confirm that the treatment is medically necessary and work out a payment agreement for the provider.
GNI Team Tidbits
Pre-certification (or prior authorization) is the process of determining in advance whether a procedure, treatment or service will be covered under your health care plan. The Cigna team evaluates whether the treatment proposed is medical necessary and covered by your plan.
It also helps ensure you get the right care in the right setting- potentially saving you from costly and unnecessary services.
GNI Team Final Thoughts
IN THE U.S. – Who needs to get the precertification? Your doctor will help you decide which procedures require you to be admitted to the hospital and which can be handled on an outpatient basis. If your doctor is in the Cigna network, he or she will arrange for precertification. If you use an out-of-network doctor, you are responsible to see that the precertification is completed.
Understanding Claims
Understanding Claims
Filing Claims
When you pay for covered services, you can file claims through your Customer Area at www.cignaglobal.com. Just sign into your account, click on the claims tab and click submit new claim.
You’ll be able to fill out an online form and upload your documents to submit with your claim.
Claims submitted online are usually processed within 10 business days of receipt, as long as the form is completed and the proper proof documents are uploaded.
How do I file a claim?
You may file a claim either through the Customer Area, or you may download a claim form, www.cignaglobal.com/help/claims, and email the completed form, itemized receipts, and medical records to [email protected].
GNI Team Q & A
Question – How long do I have to file my claim?
Answer – You should submit a claim as soon as possible, but you will have up to 12 months from the date of service to file a claim.
Question – How long does it take for a claim to be processed?
Answer – If all the required information is submitted, the claim should be processed in 10 business days with an Explanation of Benefits in your account. If something is missing, Cigna should inform you via secure messaging or by an Explanation of Benefits (EOB) telling why the claim was denied.
Question: How will I know when my claim has been paid?
Answer: You will see the deposit in the bank account that you specified or see the EOB in your member account. You can be reimbursed in U.S. dollars or in many local currencies into your bank account. Or you can also request a physical check to be mailed to you. We recommend direct deposit.
GNI Team Tidbits
Question: How do I track the status of my claim?
Answer: You may track the status of your claim through your Customer Area.
Having a problem connecting online or with any of the features available? You can call the Cigna International Helpline at 1-800-835-7677 in the US or ++ 44 (0) 1475 788 182 abroad. (You can call collect.)
GNI Team Final Thought
Claims: ***Online: through your Customer Care portal (we highly recommend online submission), or via email.
Ask Doug
Key Notes
Question – How to file an online Claim?
Answer – You may file a claim either through the Customer Area, or you may download a claim form, www.cignaglobal.com/help/claims, and email the completed form, itemized receipts, and medical records to [email protected].
Understanding Your Cigna Global Medical Insurance Benefits
Understanding Your Cigna Global Medical Insurance Benefits
The most effective way to save money is to take care of medical needs abroad, as much as possible.
GNI Team Q & A
Question: Who do I contact at Cigna Global?
Answer: Here are the different contacts at Cigna Global:
Customer service representative are available 24/7/365 to provide assistance when needed.
- Customer Care Team 24/7 helpline:
Tel: + 44 (0) 1475 788 182
Customer Toll free: AT&T access code* + 1 800 835 7677 or + 44 (0) 1475 788 182 - Treatment Approval Team 24/7 helpline:
Tel: + 44 (0) 1475 788 182
Customer Toll free: AT&T access code* + 1-800-835-7677 or + 44 (0) 1475 788 182
GNI Team Tidbits
If you have questions, connect with us at GNI here at [email protected] or call us at 480-813-9100.
GNI Team Final Thought
FOR EMERGENCIES ALWAYS CALL CIGNA DIRECTLY, as soon as possible. If an evacuation is needed, the
sooner they get started the better.
Ask Doug
Key Notes
FOR EMERGENCIES ALWAYS CALL CIGNA DIRECTLY, as soon as possible. If an evacuation is needed, the sooner they get started the better. Customer service representative are available 24/7/365 to provide assistance when needed.
Understanding Your Explanation of Benefits
Understanding your Explanation of Benefits (EOB)
Once the claim is processed, there will be an Explanation of Benefits (EOB) available on your account. This form will tell you what has been paid for by Cigna, and – just as important – if anything is not being covered, and why. If you have questions about the EOB, there is a glossary of terms available online. And if you still need help, you can contact us here at Good Neighbor for help figuring it all out.
GNI Team Q & A
Question – What is an (EOB) Explanation of Benefits?
Answer – Your Explanation of Benefits is a summary of how your claims were processed and what you may owe, not a bill. Your health care professional or the facility may bill you directly for the remainder of what you owe.
GNI Team Tidbits
Question – What is the summary page of my EOB?
Answer – The Summary page gives an overview of how your benefits are working for you – quickly see how much was submitted, how much has been paid, and what may be your responsibility.
GNI Team Final Thought
If you have questions on your EOB, send your EOB over to us at GNI with your questions and we will try to help answer them.
Using your Global (Outside the U.S.) Medical Network
Medical Care Abroad
A list of Cigna network hospitals, clinics, and medical practitioners is available through your Customer Area.
To find providers overseas, click on find providers. You can search by country and city.
In some cases, you may need to visit an international doctor or health care facility that is not directly contracted. In this case, you may have to pay upfront and then submit a claim for reimbursement. To avoid out-of-pocket payments, you can have the doctor or hospital call the International Service Center.
Cigna can work with the facility to arrange a Direct Payment. Cigna cannot compel a provider to accept their guarantee of payment.
You may also use the Global Telehealth service for access to doctors around the world for non-emergency health issues.
- You can receive a diagnosis for non-emergency health conditions.
- It can help you prepared for an upcoming hospitalization.
You can discuss a medication or treatment plan.
GNI Team Q & A
Question – What is “Guarantee of Payment (GOP)?
Answer – A Guarantee of Payment (GOP) assures payment directly to a health care professional outside the U.S. for covered services. This helps prevent you from having to pay for services that would normally be covered under your plan.
Question – What does a GOP include?
Answer – Scheduled service, date of service to be performed, level of benefits, cost of service, deductible, coinsurance, and more.
Question – Why is a GOP important?
Answer –
(1) Using a guarantee of payment increases access to care around the world.
(2) Reduces out-of-pocket expenses at those health care professionals who do not, per normal practice, directly bill Cigna (Please note: you are responsible for any applicable coinsurance, deductible or copayments per your plan).
(3) Enables the hospital to bill Cigna directly.
(4) Allows Cigna’s Medical Review Team to consult on the services being rendered, providing you the best care possible.
GNI Team Tidbits
GNI Team Final Thought
By using doctors and hospitals contracted with Cigna in the U.S. and abroad, you will avoid having to file claims. All you need to do is go online to your Customer Area. Sign in and click on providers.
Ask Doug
Key Notes
Prescriptions overseas are covered 100%. They are not subject to the deductible.
Cigna is always happy to assist you, let Cigna know if there is anything else you need. You can call the Cigna International Helpline at 1-800-835-7677 in the US or +44 (0) 1475 788 182 abroad.
Using your U.S. Medical Network
Understanding your U.S. Network
Go to Cigna Customer Area to search for healthcare providers and medical facilities near you.
In-network – Choose to see doctors or other health care providers who are in the Cigna network to keep your costs lower and to eliminate paperwork.
No-referral specialist care – If you need to see a specialist, you don’t need a referral. You may need precertification for hospital stays and some types of outpatient care. Use in-network health care providers, and there’s no paperwork for you to fill out.
Out-of-network – You have the freedom to see doctors or use facilities that are not part of the Cigna network, but your costs will be higher and you may need to file a claim.
Emergency and urgent care – When you need care, you have coverage.
GNI Team Q & A
Question – What is the difference between in-network and out-of-network coverage?
Answer – Each time you seek medical care, you can choose your doctor – either a doctor who is in the Cigna network or someone who is not. When you visit an in-network doctor, you receive “in-network coverage” with lower out-of-pocket costs. That’s because our in-network health care providers have agreed to charge lower fees, and your plan typically covers a larger share of the charges. If you visit a doctor outside of the network, your out-of-pocket costs will be higher.
Question – How do I find out if my doctor is in the Cigna network before I enroll?
Answer – It’s quick and easy to search for in-network doctors, specialists, pharmacies and hospitals close to home and work through your Customer Area.
GNI Team Tidbits
Do I need a referral to see a specialist? You do not need a referral to see an in-network specialist. If you choose an out-of-network specialist, covered services will be reimbursed at the out-of-network level.
GNI Team Final Thought
To find providers in the U.S., visit your Customer Area to search for Cigna providers in your area. You can search by zip code or by city and state and also by specialty.
Ask Doug
Key Notes
What if I need to be admitted to the hospital? In an emergency, you have coverage. Requests for nonemergency hospital stays, other than maternity stays, must be approved in advance or “pre-authorized.” This lets Cigna determine if the services are covered by your plan.
Pre-authorization may be required for any treatment incurred in relation to the maternity benefit.
Emergency Medical Evacuation
Emergency Evacuation
An emergency medical evacuation is something you may not want to think about. But, it may give you peace of mind knowing that if you need them, our services include: (1) Emergency evacuation and transportation to the nearest center of medical excellence when there is an immediate threat to life or limb (2) Helping immediate family members coordinate travel (3) Transportation back to your home country if your condition has stabilized, but you are unable to return to work (4) Assisting with the coordination of travel for unaccompanied children in the event of an emergency (5) Return of mortal remains.
For Medical Evacuation, immediately call the number on the back of your Cigna ID card, +44 (0) 1475 78 8182 (you can call collect), and state that you have an emergency. Cigna Global will make all of the arrangements.
If you need additional help, please call us here at Good Neighbor at 1-480-813-9100, or email us at [email protected]. We are available on Business days from 8:00am-4:00pm (Mountain in the Winter, Pacific in the Summer).
GNI Team Q & A
Question – Will my family be notified and updated?
Answer – Yes. Your family members will be told where you are going and what travel options are available to them. If transportation is urgently required, your doctor will discuss the options with you and your family.
Question – Will travel costs for anyone else be covered if I get evacuated?
Answer – If you are hospitalized for more than five days, transportation of one family member may be covered. For family members who aren’t covered, Cigna can help coordinate travel plans.
Question – Are there exclusions and limitations I should be aware of?
Answer – Yes. Below is a short list of general limitations and exclusions (please consult with your certificate for all limitations and exclusions). Medical evacuation benefits do not include
(1) Services rendered without the authorization or intervention of Cigna or its designee
(2) Nonemergency, routine or minor medical problems, tests and exams where there is no clear or significant risk of death or imminent serious injury or harm to you
(3) A condition which would allow for treatment at a future date convenient to you and which does not require emergency evacuation or repatriation
(4) Medical care or services scheduled for member’s or provider’s convenience, which are not considered an emergency
(5) Expenses incurred if the original or ancillary purpose of your trip is to obtain medical treatment
(6) Services provided for which no charge is normally made
(7) Expenses incurred while serving in the armed forces of another country.
GNI Team Tidbits
Your plan covers Emergency Medical Evacuation coordinated by Cigna and executed by International SOS. Roundtrip airfare paid at economy rates to the place of hospitalization for 1 family member for a hospitalization lasting longer than 5 days will be reimbursed.
GNI Team Final Thought
FOR EMERGENCIES ALWAYS CALL CIGNA DIRECTLY, as soon as possible. If an evacuation is needed, the sooner they get started the better. Customer service representatives are available 24/7/365 to provide assistance when needed.
Ask Doug
Key Notes
Reach out to local emergency services first – then get in touch with us. In the event of an emergency, call for local medical help first. Then, once you are stable, call Cigna’s global service center to tell us about the emergency situation or if you are diagnosed with a serious condition. You can reverse the charges if you need to. To contact the global service center, just call the number on the back of your Cigna ID card. Our multilingual staff is prepared to help you 24/7.
Preventative and Immunization Benefits
Understanding Preventative Care
Health and Wellbeing (preventative care) is an optional benefit that will be of no additional charge to most Good Neighbor clients. Even when you’re in the best shape of your life, a serious condition with no symptoms may put your health at risk. Using these services at the right time can help you stay healthier by preventing certain illnesses and health conditions from happening and detecting health problems at early stages, when they may be easier to treat.
GNI Team Q & A
Question – What is Preventive Care?
Answer – Preventive care services are provided when you don’t have any symptoms and haven’t been diagnosed with a health issue connected with the preventive service. They typically are provided during a wellness exam. You and your doctor will determine what tests and health screenings are right for you based on your: age, gender, personal health history, and current health.
Question – What is Not Preventive Care?
Answer – When your doctor determines that you have a health issue, the additional screenings and tests after this diagnosis are no longer considered preventive. These services are covered under your plan’s medical benefits, not your preventive care benefits.
GNI Team Tidbits
What’s Your Share of the Cost?
Check your plan materials for details about your specific medical plan’s coverage (Silver and Gold levels may have limited benefits) and the provider directory for a list of health care professionals and facilities in your plan’s network. Even when your appointment is for preventive care, you may receive other services during that exam that are not preventive. These other services are generally covered under your plan’s medical benefits, not your preventive care benefits. This means you may be responsible for paying a portion or all of the cost, depending on your plan’s deductible, copay, and coinsurance amounts.
GNI Team Final Thought
To make sure you get the care you need – without any unexpected costs – it’s important for you to know: (1) What is preventive care and (2) Preventive care services your plan covers.
Ask Doug
Videos
Ask Doug
Key Notes
Always make sure your medical facility codes your visit as preventative care when using this medical benefit.