Seguro Internacional | Full
Global Platinum
No deductible annual No Limit annual
CUSTOMER GUIDE
Everything you need to know about your plan
Cigna Global Health Options
Everything you need to know about your plan
Cigna Global Health Options
HELPING TO IMPROVE YOUR
HEALTH, WELLBEING AND
PEACE OF MIND.
HEALTH, WELLBEING AND
PEACE OF MIND.
CONTENTS
Call Us
International: +44 (0) 1475 788 182
USA: 800 835 7677 (toll free)
Hong Kong: 2297 5210 (toll free)
Singapore: 800 186 5047 (toll free)
WANT TO GET IN TOUCH?
Alternatively, you can email us at: [email protected]
Use your Customer Area
› Live chat with us
› Message us
› Arrange a callback
04 Welcome to Cigna Global
Overview of Services
05 Our Whole Health Services
06 Our Customer Care
07 Our Global Expertise
Our Health Services
08 Clinical Case Management
09 Cigna WellbeingTM App
Practical Information
10 Your Guide to Getting Treatment
12 How to Submit Claims
13 Your Online Customer Area
14 How Deductible and Cost Share work
List of Benefits
16 International Medical Insurance
24 International Outpatient
29 International Evacuation & Crisis Assistance PlusTM
34 International Health & Wellbeing
36 International Vision & Dental
If you have any questions about your policy, need to get approval for treatment, or for any other reason, please
contact our Customer Care team 24 hours a day, 7 days a week, 365 days a year.
Call Us
International: +44 (0) 1475 788 182
USA: 800 835 7677 (toll free)
Hong Kong: 2297 5210 (toll free)
Singapore: 800 186 5047 (toll free)
WANT TO GET IN TOUCH?
Alternatively, you can email us at: [email protected]
Use your Customer Area
› Live chat with us
› Message us
› Arrange a callback
04 Welcome to Cigna Global
Overview of Services
05 Our Whole Health Services
06 Our Customer Care
07 Our Global Expertise
Our Health Services
08 Clinical Case Management
09 Cigna WellbeingTM App
Practical Information
10 Your Guide to Getting Treatment
12 How to Submit Claims
13 Your Online Customer Area
14 How Deductible and Cost Share work
List of Benefits
16 International Medical Insurance
24 International Outpatient
29 International Evacuation & Crisis Assistance PlusTM
34 International Health & Wellbeing
36 International Vision & Dental
If you have any questions about your policy, need to get approval for treatment, or for any other reason, please
contact our Customer Care team 24 hours a day, 7 days a week, 365 days a year.
4 | www.cignaglobal.com
We put YOU at the centre of everything we do.
W
e
p
u
t
P
E
O
P
L
E
F
I
R
S
T
W
e
a
r
e
y
o
u
r
W
H
O
L
EHEA
L
T
H
P
A
R
T
N
E
R
W
e
h
a
v
e
G
L
O
B
A
L
E
X
P
E
R
T
I
S
E
WELCOME TO CIGNA GLOBAL
Please read this Customer Guide, along with your Policy Rules and your Certificate of Insurance as they all
form part of your contract between you and us for this period of cover. If your policy is insured by Cigna
Worldwide General Insurance Company Limited or Cigna Europe Insurance Company S.A.-N.V. Singapore
Branch, your application also forms part of your contract between you and us.
You have chosen a plan to meet your unique needs so as you look through your Customer Guide and
discover the full extent of the cover we provide, please remember to take a look at your Certificate of
Insurance to remind yourself exactly what optional benefits you may have chosen to add to your core
cover – International Medical Insurance.
You may see some terms that are in italics. These terms are clearly defined in your Policy Rules so as to
avoid any confusion.
In the meantime, we hope you enjoy the peace of mind that comes from knowing you and your family have
quick access to the medical treatment you need, whenever and wherever you need it.
OUR MISSION
Thank you for choosing a Cigna Global Health Options plan to protect you and
your family. Our mission is to help improve your health, wellbeing and peace of
mind – and everything we do is designed to achieve this.
WHAT WE DO
At Cigna Global we specialise in supporting you and your family on your global
journey as a wellbeing partner enabling you access to top medical care. We are
experts with dedicated knowledge and capabilities to support you, and we will
offer you exceptional customer service by putting people at the heart of what
we do.
We put YOU at the centre of everything we do.
W
e
p
u
t
P
E
O
P
L
E
F
I
R
S
T
W
e
a
r
e
y
o
u
r
W
H
O
L
EHEA
L
T
H
P
A
R
T
N
E
R
W
e
h
a
v
e
G
L
O
B
A
L
E
X
P
E
R
T
I
S
E
WELCOME TO CIGNA GLOBAL
Please read this Customer Guide, along with your Policy Rules and your Certificate of Insurance as they all
form part of your contract between you and us for this period of cover. If your policy is insured by Cigna
Worldwide General Insurance Company Limited or Cigna Europe Insurance Company S.A.-N.V. Singapore
Branch, your application also forms part of your contract between you and us.
You have chosen a plan to meet your unique needs so as you look through your Customer Guide and
discover the full extent of the cover we provide, please remember to take a look at your Certificate of
Insurance to remind yourself exactly what optional benefits you may have chosen to add to your core
cover – International Medical Insurance.
You may see some terms that are in italics. These terms are clearly defined in your Policy Rules so as to
avoid any confusion.
In the meantime, we hope you enjoy the peace of mind that comes from knowing you and your family have
quick access to the medical treatment you need, whenever and wherever you need it.
OUR MISSION
Thank you for choosing a Cigna Global Health Options plan to protect you and
your family. Our mission is to help improve your health, wellbeing and peace of
mind – and everything we do is designed to achieve this.
WHAT WE DO
At Cigna Global we specialise in supporting you and your family on your global
journey as a wellbeing partner enabling you access to top medical care. We are
experts with dedicated knowledge and capabilities to support you, and we will
offer you exceptional customer service by putting people at the heart of what
we do.
www.cignaglobal.com | 5
OUR WHOLE HEALTH SERVICES
You have access to our Clinical Case Management
programme that is carried out by our dedicated team of
doctors and nurses. They will provide support if you are
diagnosed with serious or complex health conditions to
bring you the full medical support you deserve.
Our Clinical Case Management
programme can be accessed by
contacting our Customer Care team.
Access our Clinical Team
The Cigna WellbeingTM App gives you easy
access to a suite of healthcare tools.
Our interactive app enables you to:
› Access Global Telehealth: Video and
phone consultations with medical
practitioners and specialists;
› Manage health: Health risk assessments
and chronic condition management;
› Change behaviour: Track biometrics and
access online coaching programmes and
a health library.
Further details on the WellbeingTM App can
be found on page 9 of this Customer Guide.
Access our WellbeingTM App You can download the
App for free via Google
Play and the Apple Store.
Get started today:
› Search “Cigna
Wellbeing” in your
App Store
› Download the App
› Select “Global
Individual Plan
(policyholder)”
› Log-in with your
Customer Area
credentials.
The programme can support you through:
› coordinating your healthcare and treatment plan;
› accessing global medical experts for advice and support;
› providing second medical opinions or medical reports if
required.
Further details on our Clinical Case Management programme
can be found on page 8 of this Customer Guide.
We are your WHOLE HEALTH PARTNER and we’re
here to support you throughout your wellbeing journey.
Offered as part of the International Health and Wellbeing optional module only.
This service offers confidential assistance with any work, life, personal or family issue that matters to you
through counselling, telephone support and online programmes.
Life Management Assistance Programme
You will have access to:
› Telephonic, face-to-face, or video short-term counselling;
› Mindfulness coaching sessions;
› An online Cognitive Behavioural Therapy (CBT) programme;
› Career support with life coaching sessions and assistance for
people managers;
› Information about local resources and referrals.
Further details can be found on page 34 of this Customer Guide.
Available if you
have selected the
International
Health and
Wellbeing optional
module. If you
would like to use
this service, please
call us and we will
transfer you to our
service provider.
OUR WHOLE HEALTH SERVICES
You have access to our Clinical Case Management
programme that is carried out by our dedicated team of
doctors and nurses. They will provide support if you are
diagnosed with serious or complex health conditions to
bring you the full medical support you deserve.
Our Clinical Case Management
programme can be accessed by
contacting our Customer Care team.
Access our Clinical Team
The Cigna WellbeingTM App gives you easy
access to a suite of healthcare tools.
Our interactive app enables you to:
› Access Global Telehealth: Video and
phone consultations with medical
practitioners and specialists;
› Manage health: Health risk assessments
and chronic condition management;
› Change behaviour: Track biometrics and
access online coaching programmes and
a health library.
Further details on the WellbeingTM App can
be found on page 9 of this Customer Guide.
Access our WellbeingTM App You can download the
App for free via Google
Play and the Apple Store.
Get started today:
› Search “Cigna
Wellbeing” in your
App Store
› Download the App
› Select “Global
Individual Plan
(policyholder)”
› Log-in with your
Customer Area
credentials.
The programme can support you through:
› coordinating your healthcare and treatment plan;
› accessing global medical experts for advice and support;
› providing second medical opinions or medical reports if
required.
Further details on our Clinical Case Management programme
can be found on page 8 of this Customer Guide.
We are your WHOLE HEALTH PARTNER and we’re
here to support you throughout your wellbeing journey.
Offered as part of the International Health and Wellbeing optional module only.
This service offers confidential assistance with any work, life, personal or family issue that matters to you
through counselling, telephone support and online programmes.
Life Management Assistance Programme
You will have access to:
› Telephonic, face-to-face, or video short-term counselling;
› Mindfulness coaching sessions;
› An online Cognitive Behavioural Therapy (CBT) programme;
› Career support with life coaching sessions and assistance for
people managers;
› Information about local resources and referrals.
Further details can be found on page 34 of this Customer Guide.
Available if you
have selected the
International
Health and
Wellbeing optional
module. If you
would like to use
this service, please
call us and we will
transfer you to our
service provider.
6 | www.cignaglobal.com
W
e
p
u
t
Y
O
U
a
t
t
h
e
h
e
a
rtof
e
v
e
r
y
t
h
i
n
g
w
e
d
o
.
OUR CUSTOMER CARE
W e s t r i
v
e
t
o
c
o
n
t
i
n
u
o
u
s
l
y
i
m
p
r
o
v
e
o
u
r
s
e
r
vicet
o
Y
O
U
.
W
e
p
u
t
Y
O
U
i
n
c
o
ntrol.
› You can speak to our highly experienced Customer
Care team 24 hours a day.
› Our multi-language service centres will aim to answer
your call within 20 seconds.
› We aim to process your guarantee of payment within
one hour after receiving all necessary documentation
to avoid any delay to your treatment.
› We aim to process claims you submit within
five working days after receiving all necessary
documentation.
You have access to easy online
tools to manage your policy and
submit your claims.
Further details about your secure
online Customer Area can be found
on page 13 of this Customer Guide.
You have several ways of contacting
us, to get the help you need in a
manner that is convenient to you.
Live chat Call us or
arrange a
call back
Email us
We strive to continuously
enhance our health plans
and services thanks to your
feedback.
› We may invite you to let us
know if we are meeting your
expectations through Net
Promoter Score surveys.
› We may invite you to join our
exclusive Online Community
to open a dialogue with you
on the things that matter
to you (subject to your
location).
Further details about how to contact
us can be found on page 3 of this
Customer Guide.
We put PEOPLE FIRST and our teams are dedicated to
providing you with the highest level of service and care.
W
e
p
u
t
Y
O
U
a
t
t
h
e
h
e
a
rtof
e
v
e
r
y
t
h
i
n
g
w
e
d
o
.
OUR CUSTOMER CARE
W e s t r i
v
e
t
o
c
o
n
t
i
n
u
o
u
s
l
y
i
m
p
r
o
v
e
o
u
r
s
e
r
vicet
o
Y
O
U
.
W
e
p
u
t
Y
O
U
i
n
c
o
ntrol.
› You can speak to our highly experienced Customer
Care team 24 hours a day.
› Our multi-language service centres will aim to answer
your call within 20 seconds.
› We aim to process your guarantee of payment within
one hour after receiving all necessary documentation
to avoid any delay to your treatment.
› We aim to process claims you submit within
five working days after receiving all necessary
documentation.
You have access to easy online
tools to manage your policy and
submit your claims.
Further details about your secure
online Customer Area can be found
on page 13 of this Customer Guide.
You have several ways of contacting
us, to get the help you need in a
manner that is convenient to you.
Live chat Call us or
arrange a
call back
Email us
We strive to continuously
enhance our health plans
and services thanks to your
feedback.
› We may invite you to let us
know if we are meeting your
expectations through Net
Promoter Score surveys.
› We may invite you to join our
exclusive Online Community
to open a dialogue with you
on the things that matter
to you (subject to your
location).
Further details about how to contact
us can be found on page 3 of this
Customer Guide.
We put PEOPLE FIRST and our teams are dedicated to
providing you with the highest level of service and care.
www.cignaglobal.com | 7
OUR GLOBAL EXPERTISE
Available if you have selected the International
Evacuation and Crisis Assistance PlusTM optional
module.
In the event of a crisis situation, please call us and
we will transfer you to FocusPoint International®
who provide worldwide assistance.
Offered as part of the International Evacuation
and Crisis Assistance PlusTM optional module only.
To further support our globally mobile customers,
Cigna proudly offers Crisis Assistance PlusTM
(CAP), a worldwide comprehensive crisis
assistance programme, provided by FocusPoint
International®.
The CAP programme provides
time-sensitive advice and coordinated
in-country crisis assistance for risks that
could impact you when you’re travelling
ranging from natural disasters to political
threats.
Further details about this programme
can be found on page 32 of this
Customer Guide.
Crisis Assistance PlusTM
We have GLOBAL EXPERTISE and we understand the
challenges you might face as a globally mobile individual.
You can search for local healthcare
facilities and professionals through your
secure online Customer Area or by
contacting our Customer Care team.
The Safe Travel by Cigna app is available
for our Cigna Global Health Options
Gold and Platinum customers.
We have an extensive medical network of over 1.65 million
partnerships. Our network is comprised of trusted hospitals,
clinics and medical practitioners around the world.
Our global network of trusted hospitals, clinics, and
doctors includes:
› Over 1.65 million medical partnerships around the world;
› Over 175,000 mental and behavioural healthcare
providers;
› Over 14,000 facilities and clinics.
Access our Global Network
We understand that moving to a new country can be an
exciting, but busy time and we have resources that can
assist you along your journey.
› Visit the Health Blog on our website for a host of
useful information such as country guides,
information on healthcare systems, and tips for making
the most of your relocation.
› Download our Safe Travel by Cigna app for up to date
travel information and advice and real time alerts.
Globally Mobile Resources
OUR GLOBAL EXPERTISE
Available if you have selected the International
Evacuation and Crisis Assistance PlusTM optional
module.
In the event of a crisis situation, please call us and
we will transfer you to FocusPoint International®
who provide worldwide assistance.
Offered as part of the International Evacuation
and Crisis Assistance PlusTM optional module only.
To further support our globally mobile customers,
Cigna proudly offers Crisis Assistance PlusTM
(CAP), a worldwide comprehensive crisis
assistance programme, provided by FocusPoint
International®.
The CAP programme provides
time-sensitive advice and coordinated
in-country crisis assistance for risks that
could impact you when you’re travelling
ranging from natural disasters to political
threats.
Further details about this programme
can be found on page 32 of this
Customer Guide.
Crisis Assistance PlusTM
We have GLOBAL EXPERTISE and we understand the
challenges you might face as a globally mobile individual.
You can search for local healthcare
facilities and professionals through your
secure online Customer Area or by
contacting our Customer Care team.
The Safe Travel by Cigna app is available
for our Cigna Global Health Options
Gold and Platinum customers.
We have an extensive medical network of over 1.65 million
partnerships. Our network is comprised of trusted hospitals,
clinics and medical practitioners around the world.
Our global network of trusted hospitals, clinics, and
doctors includes:
› Over 1.65 million medical partnerships around the world;
› Over 175,000 mental and behavioural healthcare
providers;
› Over 14,000 facilities and clinics.
Access our Global Network
We understand that moving to a new country can be an
exciting, but busy time and we have resources that can
assist you along your journey.
› Visit the Health Blog on our website for a host of
useful information such as country guides,
information on healthcare systems, and tips for making
the most of your relocation.
› Download our Safe Travel by Cigna app for up to date
travel information and advice and real time alerts.
Globally Mobile Resources
www.cignaglobal.com | 11
We appreciate that there will be times when it will not be practical or possible to contact us
prior to treatment in an emergency and the priority is to get treatment as soon as possible. In
circumstances like these, we ask that you or the affected beneficiary get in touch with us within
48 hours of receiving the treatment. This will allow us to confirm whether your treatment is
covered and arrange settlement with your treatment provider.
We may ask for further information, such as a medical report in order for us to approve treatment.
We will confirm approval, and where applicable, the number of treatments approved.
If a beneficiary has been taken to a hospital, medical practitioner or clinic which is not part of
our network, then we may make arrangements (with the beneficiary’s consent) to move the
beneficiary to a Cigna network hospital, medical practitioner or clinic to continue treatment, once
it is medically appropriate to do so.
If prior authorisation 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%.
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. Examples include, but are not limited to:
› when there is no Cigna network hospital, medical practitioner or clinic within 30 miles/50
kilometres of the beneficiary’s home address; or
› when the treatment the beneficiary needs is not available from a local Cigna network hospital,
medical practitioner or clinic; or
› when the treatment is emergency treatment.
For customers residing in the USA, we offer a home delivery pharmacy if you have a mailing address
in the USA. This service may be a convenient option if you develop a condition that requires to take
regular medication. Terms and conditions apply.
PRIOR AUTHORISATION
Please call us as soon as possible before you receive treatment under the International Medical
Insurance plan, and any of the additional modules you have selected (if applicable).
Prior authorisation is required for all Inpatient and Daypatient treatments. It is not required for
Outpatient treatments with the exception of the treatments listed on page 24.
We may ask for further information, such as a medical report in order for us to approve treatment.
We will confirm authorisation, and where applicable, the number of treatments approved.
If you do not get prior authorisation from us, there may be delays in processing claims, or we may
decline to pay all or part of the claim. We will reduce the amount which we will pay by:
› 50% if you did not call us for prior authorisation when it was required for treatment inside the USA;
› 20% if you did not obtain prior authorisation for treatment outside the USA.
In most circumstances, we will give a beneficiary or a hospital, medical practitioner or clinic a
guarantee of payment. This means that we agree in advance to pay some or all of the cost of a
particular treatment. Where we have given a guarantee of payment we will pay the beneficiary or
hospital, medical practitioner or clinic the agreed amount on receipt of an appropriate request and
a copy of the relevant invoice, after the treatment has been provided.
EMERGENCY TREATMENT
GETTING TREATMENT IN THE USA
Before getting treatment, please read the following information regarding prior authorisation,
emergency treatment, and getting treatment in the USA.
We appreciate that there will be times when it will not be practical or possible to contact us
prior to treatment in an emergency and the priority is to get treatment as soon as possible. In
circumstances like these, we ask that you or the affected beneficiary get in touch with us within
48 hours of receiving the treatment. This will allow us to confirm whether your treatment is
covered and arrange settlement with your treatment provider.
We may ask for further information, such as a medical report in order for us to approve treatment.
We will confirm approval, and where applicable, the number of treatments approved.
If a beneficiary has been taken to a hospital, medical practitioner or clinic which is not part of
our network, then we may make arrangements (with the beneficiary’s consent) to move the
beneficiary to a Cigna network hospital, medical practitioner or clinic to continue treatment, once
it is medically appropriate to do so.
If prior authorisation 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%.
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. Examples include, but are not limited to:
› when there is no Cigna network hospital, medical practitioner or clinic within 30 miles/50
kilometres of the beneficiary’s home address; or
› when the treatment the beneficiary needs is not available from a local Cigna network hospital,
medical practitioner or clinic; or
› when the treatment is emergency treatment.
For customers residing in the USA, we offer a home delivery pharmacy if you have a mailing address
in the USA. This service may be a convenient option if you develop a condition that requires to take
regular medication. Terms and conditions apply.
PRIOR AUTHORISATION
Please call us as soon as possible before you receive treatment under the International Medical
Insurance plan, and any of the additional modules you have selected (if applicable).
Prior authorisation is required for all Inpatient and Daypatient treatments. It is not required for
Outpatient treatments with the exception of the treatments listed on page 24.
We may ask for further information, such as a medical report in order for us to approve treatment.
We will confirm authorisation, and where applicable, the number of treatments approved.
If you do not get prior authorisation from us, there may be delays in processing claims, or we may
decline to pay all or part of the claim. We will reduce the amount which we will pay by:
› 50% if you did not call us for prior authorisation when it was required for treatment inside the USA;
› 20% if you did not obtain prior authorisation for treatment outside the USA.
In most circumstances, we will give a beneficiary or a hospital, medical practitioner or clinic a
guarantee of payment. This means that we agree in advance to pay some or all of the cost of a
particular treatment. Where we have given a guarantee of payment we will pay the beneficiary or
hospital, medical practitioner or clinic the agreed amount on receipt of an appropriate request and
a copy of the relevant invoice, after the treatment has been provided.
EMERGENCY TREATMENT
GETTING TREATMENT IN THE USA
Before getting treatment, please read the following information regarding prior authorisation,
emergency treatment, and getting treatment in the USA.