Seguro Internacional | Full
Global Silver 750
Deductible: 750 USD and Max. Coverage: 1.000.000 USD/Year
Consult
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.
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W
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v
e
G
L
O
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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
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OUR CUSTOMER CARE
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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.
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OUR CUSTOMER CARE
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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
CLINICAL CASE MANAGEMENT
We are dedicated to helping you and your family live happier, healthier lives thanks to our clinical expertise.
This programme provides all beneficiaries access to clinical services by contacting our Customer Care team.ACCESS CARE, ANYTIME, ANYWHERE
Our Global Telehealth service gives you access to licensed doctors around
the world for non-emergency health issues. We can arrange a callback
appointment for you often on the same day, or you can arrange a telephone or
video consultation from the Cigna WellbeingTM app.
› You can receive a diagnosis for non-emergency health conditions;
› It can help prepare you for an upcoming consultation or hospitalisation;
› You can discuss a medication or treatment plan and potential side effects.FEEL SUPPORTED ON YOUR MEDICAL JOURNEY
Our Case Management service
assigns you a case manager when
you are diagnosed with a complex
condition requiring special
support. They will serve as your
single point of contact, offering
support through coordinating your
healthcare and treatment plan.
› You will receive personalised
advice and support from your
assigned case manager;
› We will create tailored
treatment plans to best suit
your individual needs.
› We will aim to reduce the
number of unnecessary or
additional hospital admissions.
Our Chronic Condition programme
offers support if you are suffering
from a chronic condition. If the
condition is a special exclusion
as detailed on your Certificate of
Insurance, we can still help you
manage your condition although
your exclusion will still apply to any
treatment.
› A case manager will schedule
regular calls to monitor and
evaluate your condition and
treatment plan;
› Your assigned case manager will
create specific and achievable
goals with you to better help
you manage and maintain your
condition.FEEL REASSURED THANKS TO SECOND MEDICAL OPINIONS
Our Decision Support programme gives you access to leading
medical experts to provide advice and recommendations on your
individual diagnosis and treatment plan.
This service is provided through our independent partner
who work with global medical experts to provide advice and
recommendations on individual cases and treatment plans.
› You will receive contact from our partner within 48 hours of
them receiving your medical history;
› The medical report will contain the medical expert’s opinion on
your diagnosis and treatment plan;
› You can also submit your own questions on your diagnosis and
treatment plan to be answered in the report.
8 | www.cignaglobal.com
We are dedicated to helping you and your family live happier, healthier lives thanks to our clinical expertise.
This programme provides all beneficiaries access to clinical services by contacting our Customer Care team.ACCESS CARE, ANYTIME, ANYWHERE
Our Global Telehealth service gives you access to licensed doctors around
the world for non-emergency health issues. We can arrange a callback
appointment for you often on the same day, or you can arrange a telephone or
video consultation from the Cigna WellbeingTM app.
› You can receive a diagnosis for non-emergency health conditions;
› It can help prepare you for an upcoming consultation or hospitalisation;
› You can discuss a medication or treatment plan and potential side effects.FEEL SUPPORTED ON YOUR MEDICAL JOURNEY
Our Case Management service
assigns you a case manager when
you are diagnosed with a complex
condition requiring special
support. They will serve as your
single point of contact, offering
support through coordinating your
healthcare and treatment plan.
› You will receive personalised
advice and support from your
assigned case manager;
› We will create tailored
treatment plans to best suit
your individual needs.
› We will aim to reduce the
number of unnecessary or
additional hospital admissions.
Our Chronic Condition programme
offers support if you are suffering
from a chronic condition. If the
condition is a special exclusion
as detailed on your Certificate of
Insurance, we can still help you
manage your condition although
your exclusion will still apply to any
treatment.
› A case manager will schedule
regular calls to monitor and
evaluate your condition and
treatment plan;
› Your assigned case manager will
create specific and achievable
goals with you to better help
you manage and maintain your
condition.FEEL REASSURED THANKS TO SECOND MEDICAL OPINIONS
Our Decision Support programme gives you access to leading
medical experts to provide advice and recommendations on your
individual diagnosis and treatment plan.
This service is provided through our independent partner
who work with global medical experts to provide advice and
recommendations on individual cases and treatment plans.
› You will receive contact from our partner within 48 hours of
them receiving your medical history;
› The medical report will contain the medical expert’s opinion on
your diagnosis and treatment plan;
› You can also submit your own questions on your diagnosis and
treatment plan to be answered in the report.
8 | www.cignaglobal.com
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.
Request contact
Apply and/or receive advice from a specialized executive