Seguro Internacional | Full
Global Silver
No deductible and Max. Coverage: 1.000.000 USD/Year
Consult
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.
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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 | 9The Cigna Wellbeing TM app is the easiest way to access Global Telehealth.Why use Global Telehealth?›It’s convenient. There’s no need to leave the house or
workplace.
› It’s available 24/7. That’s around the clock access to
doctors, usually within 24 hours (depending on language
preference).
› It’s affordable. It’s an alternative to doctor office or clinic
visits - with no deductibles or cost share payments and no
limits to the number of consultations arranged.Use the Cigna WellbeingTM app
to make an appointment with
a doctor anytime, anywhere.The initial consultation will be
with a General Practitioner
(GP) - by phone or video.
Speak with a doctor Feel betterFeel reassured you have
spoken to a doctor.
CIGNA WELLBEINGTM APP
Our Cigna WellbeingTM app provides you with a host of tools and features to help you manage your
health and wellbeing.ACCESS CARE, ANYTIME, ANYWHEREMANAGE YOUR HEALTHHealth AssessmentsThe confidential online Health Risk
Assessment allows you to create your
own unique report. The 360° view of
your health will provide you with:
› Your health score
› Your positive habits
› The areas for improvement
› Any risk areasChronic Condition Management
Request an
appointmentCHANGE BEHAVIOURSTrack BiometricsThe Cigna WellbeingTM App allows you
to continuously track:
› Sleep
› Height/Weight
› Blood sugar
› Blood pressure
› Cholesterol
› Your health notesHealth Content & Coaching ProgrammesDiscover articles, online coaching
programmes, and videos designed to help
you make better decisions relating to sleep,
stress, nutrition and exercise.
› Lifestyle
› General health
› Nutrition / weight
› Healthy recipes
› Physical activity
› StressThis programme, led by our highly experienced nurses, will
help you take control of your chronic condition, including
but not limited to:
› Diabetes
› High blood pressure
› Heart problems
Please complete the Wellbeing Assessment and let us know
if you would like to be contacted by us.
workplace.
› It’s available 24/7. That’s around the clock access to
doctors, usually within 24 hours (depending on language
preference).
› It’s affordable. It’s an alternative to doctor office or clinic
visits - with no deductibles or cost share payments and no
limits to the number of consultations arranged.Use the Cigna WellbeingTM app
to make an appointment with
a doctor anytime, anywhere.The initial consultation will be
with a General Practitioner
(GP) - by phone or video.
Speak with a doctor Feel betterFeel reassured you have
spoken to a doctor.
CIGNA WELLBEINGTM APP
Our Cigna WellbeingTM app provides you with a host of tools and features to help you manage your
health and wellbeing.ACCESS CARE, ANYTIME, ANYWHEREMANAGE YOUR HEALTHHealth AssessmentsThe confidential online Health Risk
Assessment allows you to create your
own unique report. The 360° view of
your health will provide you with:
› Your health score
› Your positive habits
› The areas for improvement
› Any risk areasChronic Condition Management
Request an
appointmentCHANGE BEHAVIOURSTrack BiometricsThe Cigna WellbeingTM App allows you
to continuously track:
› Sleep
› Height/Weight
› Blood sugar
› Blood pressure
› Cholesterol
› Your health notesHealth Content & Coaching ProgrammesDiscover articles, online coaching
programmes, and videos designed to help
you make better decisions relating to sleep,
stress, nutrition and exercise.
› Lifestyle
› General health
› Nutrition / weight
› Healthy recipes
› Physical activity
› StressThis programme, led by our highly experienced nurses, will
help you take control of your chronic condition, including
but not limited to:
› Diabetes
› High blood pressure
› Heart problems
Please complete the Wellbeing Assessment and let us know
if you would like to be contacted by us.
10 | www.cignaglobal.com
YOUR GUIDE TO GETTING TREATMENT
Contact our Customer Care team prior to treatment. You can contact us 24 hours a day via live chat on
your secure online Customer Area, phone or email (See page 3 for details).
In most cases we will pay your hospital, clinic or
medical practitioner directly.
› We will only pay the parts of the treatment
costs incurred which are covered.
If you’ve paid your hospital, clinic or medical
practitioner yourself.
› Submit your invoice and claims to us:
- Online via your secure online Customer Area;
- Or via email, fax, or post (See page 12).
› We will reimburse you (less your applicable
deductible and/or cost share option).
› We aim to process your claim within 5
working days after receiving all necessary
documentation.
› Please remember to take your Cigna ID card with you. A copy of your Cigna ID card is available in
your secure online Customer Area.
Please note there may be certain countries where we are unable to pay a provider directly. In this instance,
you will be responsible for paying any treatment costs to your provider and Cigna will reimburse you.
Please note, we may, at our sole discretion and without notification, make changes to the Cigna network
from time to time by adding and/or removing hospitals, clinics, medical practitioners and pharmacies.
A list of Cigna network hospitals, clinics
and medical practitioners is available in
your secure online Customer Area or you
can contact our Customer Care team for
more information.
› All beneficiaries are responsible for paying
any deductible or cost share directly to
the hospital, clinic, medical practitioner or
pharmacy at the time of treatment.
You can download your claims
forms from your secure online
Customer Area or at
www.cignaglobal.com/help/claims
We want to make sure that getting treatment is as stress free as possible for you or your family.
› We can liaise directly
with your treatment
provider to arrange
direct billing by issuing
a guarantee of payment.
› We can liaise directly with your
treatment provider to ensure
the treatment that you are
about to undertake is covered
under your policy and issue a
prior authorisation.
› We can help you arrange
your treatment plan, and
point you in the right
direction, saving you the time
and hassle of looking for a
hospital, clinic or medical
practitioner yourself.
If it’s an emergency and you can’t
call us before, contact us within
the next 48 hours.
AFTER TREATMENT
RECEIVING TREATMENT
BEFORE TREATMENT
YOUR GUIDE TO GETTING TREATMENT
Contact our Customer Care team prior to treatment. You can contact us 24 hours a day via live chat on
your secure online Customer Area, phone or email (See page 3 for details).
In most cases we will pay your hospital, clinic or
medical practitioner directly.
› We will only pay the parts of the treatment
costs incurred which are covered.
If you’ve paid your hospital, clinic or medical
practitioner yourself.
› Submit your invoice and claims to us:
- Online via your secure online Customer Area;
- Or via email, fax, or post (See page 12).
› We will reimburse you (less your applicable
deductible and/or cost share option).
› We aim to process your claim within 5
working days after receiving all necessary
documentation.
› Please remember to take your Cigna ID card with you. A copy of your Cigna ID card is available in
your secure online Customer Area.
Please note there may be certain countries where we are unable to pay a provider directly. In this instance,
you will be responsible for paying any treatment costs to your provider and Cigna will reimburse you.
Please note, we may, at our sole discretion and without notification, make changes to the Cigna network
from time to time by adding and/or removing hospitals, clinics, medical practitioners and pharmacies.
A list of Cigna network hospitals, clinics
and medical practitioners is available in
your secure online Customer Area or you
can contact our Customer Care team for
more information.
› All beneficiaries are responsible for paying
any deductible or cost share directly to
the hospital, clinic, medical practitioner or
pharmacy at the time of treatment.
You can download your claims
forms from your secure online
Customer Area or at
www.cignaglobal.com/help/claims
We want to make sure that getting treatment is as stress free as possible for you or your family.
› We can liaise directly
with your treatment
provider to arrange
direct billing by issuing
a guarantee of payment.
› We can liaise directly with your
treatment provider to ensure
the treatment that you are
about to undertake is covered
under your policy and issue a
prior authorisation.
› We can help you arrange
your treatment plan, and
point you in the right
direction, saving you the time
and hassle of looking for a
hospital, clinic or medical
practitioner yourself.
If it’s an emergency and you can’t
call us before, contact us within
the next 48 hours.
AFTER TREATMENT
RECEIVING TREATMENT
BEFORE TREATMENT
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.
Request contact
Apply and/or receive advice from a specialized executive