National Plan – Medical Benefits

Please read these documents:

• Table of Covered Medical Services
• Definition of Covered Medical Services

To find an in-network provider in your country of residence, you can use the provider search feature on the Cigna Health Benefits website or mobile app, or you can call the number on the front of your Cigna Global ID card. If you are outside your country of residency and require medical care, use the phone number on the front of your card to find providers in the U.S., Puerto Rico, or other countries.

Using your Cigna Global ID card on a “flash-the-card” basis/Direct Payment/Provider search

If you use the Cigna Global Website Provider Search on the Cigna Health Benefits website, you will see columns with checkmarks indicating these three categories of providers. Please take note of these categories so you can be prepared in advance for any services you may need:

1. Direct payment to the provider for inpatient care (including outpatient surgery). If your service will cost less than US$400, you should be able to show your Cigna ID card and the provider will bill Cigna Global directly. If the service or procedure will cost more than US$400, the provider should request a GOP from Cigna Global. You may also initiate the GOP request yourself through your Cigna Global website. 
2. Direct payment to the provider of outpatient care. These providers will work on a “flash the card” basis. However, for very low dollar value services, you will be expected to pay out of pocket and file for reimbursement. You can click on the provider’s name in your search results to verify the Direct Payment “as from amount” below which you will be expected to pay out of pocket, and over which you should be able to use “flash the card” and the provider will bill Cigna Global directly for your service or procedure.  
3. Price agreement (e.g., preferential rates, discounts on specific services, prompt payment discounts, etc.). At these providers, you will be expected to pay out-of-pocket for out-patient services and submit a claim for reimbursement, however because Cigna has negotiated rates or discounts, your coinsurance amount will typically be lower.

If you choose to visit a provider outside the U.S. or Puerto Rico that is out-of-network with Cigna Global, you may request a one-time Guarantee of Payment prior to seeking services by using the Cigna Health Benefits website or emailing admissions@cigna.com (for non-emergency care) or by calling the number on the front of your ID card (in emergencies). Cigna Global typically will issue your GOP within 48 hours for non-urgent procedures and within two hours for emergencies if the GOP is requested by phone.

If the GOP is accepted by the provider, the provider will bill Cigna Global for the services you receive. If you are unsure whether a provider is in- or out-of-network, you should look up the provider using the Cigna Health Benefits website or mobile app. In the case of admissions, request a GOP so you will know in advance if the provider will bill Cigna Global or if you will be required to pay and file a claim.

• Detailed Instructions for Requesting a GOP
• Planning Hospital Admission

In an emergency:

• You should go directly to the most appropriate physician and/or hospital.
• Then, as soon as possible, you or your representative should notify Cigna Global of your status.

You can use the phone number on the front of your ID card or the contact information of the appropriate network partner on this page.

OUTSIDE YOUR COUNTRY
To access medical services outside your country, use the phone number on the front of your card to find providers in the U.S., Puerto Rico, or other countries.

In an emergency, you or your representative should contact Cigna Global using the phone number in the back of your card to get access to the medical facility of your preference in the country you are visiting.

WHILE VISITING THE US
For a list of in-network providers in the US, please explore the Cigna Health Benefits Mobile App or visit www.cignahealthbenefits.com. If possible, you should try to use in-network providers when in the US.

Out-of-network providers generally:

• Charge higher rates and co-pays than in-network providers.
• Charge a balance billing, i.e., charge you an additional amount above what Cigna Global will pay for the services provided.
• Request you to pay for your services out of pocket and then file a claim with Cigna Global for reimbursement.
• Important Information about receiving care in the U.S. or Puerto Rico

Please visit Cigna Global’s website cignahealthbenefits.com or app to request a new card, print a physical card or obtain a digital one. 

You can submit a claim for services you paid out of pocket through the Cigna Health Benefits website or mobile app or by postal mail. Claims cannot be filed via email. This is the claim form. Cigna Global uses the same form for all types of claims.

Please note that Cigna Global has provided a U.S. address to mail your claim documents:
Cigna Claim Processing
P.O. Box 451989
Sunrise, Florida 33345

You may also submit claims to the Belgium address on the claim form.
Cigna Claim Processing
P.O. Box 69, 
2140 Antwerpen, Belgium

To help the claim and reimbursement process go smoothly:

• Make sure to provide all necessary supporting documents, including original, scanned, or photographed itemized bills or detailed receipts, certificates, medical reports, and prescriptions as applicable
• Keep copies of your itemized bills, detailed receipts, and other claim-supporting documents in case they are needed for verification purposes
• Include your member ID number on each document submitted with your claim form
• Provide complete details on the description of the service and the reason for the visit
• Indicate the country and currency you would like to be reimbursed in. You may elect to be reimbursed in U.S. dollars or the currency of the country where you currently reside. No other options will be approved for IDB Group members. You can select your currency choices in your Cigna Health Benefits profile, so you do not have to enter this information with each claim.

How to Submit a Claim through the Cigna Global Website

1. Log in to the Cigna Health Benefits website (www.cignahealthbenefits.com)
2. Click “Claims” in the menu bar
3. Click the “Submit a claim” button
4. Select the member who received care in the drop-down menu and identify whether that memberis covered by other insurance and whether the claim is related to an accident
5. Click the “Next Step” button
6. Add the invoice date, amount, type of care, and country in which care was given
7. Click the “Next Step” button
8. Use the “Choose files” button to add your claim documents (make sure you also add any supporting documents, such as prescription, proof of payment, etc., if required)
9. When you are finished adding documents, click “Save this invoice”
10. On the next screen, review the summary of your claim information to ensure it is correct and then click “Submit claim”

Visit the following documents for more information:

• How to File a Claim online
• Example of an EOB

In a medical emergency, seek medical care and then contact Cigna Global using the number on the front of your ID card if you need assistance. 

There are more resources for whenever you need assistance while traveling on official mission travel (including personal travel for up to 14 days when in conjunction with official mission travel). These include identity theft, travel medical aid, and emergency travel aid for all staff. 

Please review the information provided on the Travel Portal on the ePortal. Contact information is as follows: 

AIG Travel Guard 

• Policy Number: 9157200 
• Toll-Free/Free Phone (within the U.S.): 1-877-244-6871 
• Collect/Reverse Charge (outside the U.S.): +1-715-346-0859 
• Email: assistance@aig.com 

• Apps and Telehealth
• Example of an EOB
• In Case of an Emergency
• Health Benefits app guide
• Membership ID Card Flyer
• Online Claiming Tool
• Planning Hospital Admission
• Cigna Global Web Guide
• Preventive health screening