helpful guide -...
TRANSCRIPT
Helpful Guideto using your Cigna Healthcare Plan
Contents
Guide to using your Healthcare Plan
• Your International Cover 1 • International Dialling Codes 1 • Using your Membership Cards 2 • CignaLinks® 3 • Emergency Care 4 • Emergency Out of Area Cover 4 • Reimbursement Options 5 • Using the Secure Member Website 6
• Accessing the website 6 • Key features of the website 6
• Online Provider Directory 7 • Country Guides 7 • E-Cleveland 2nd Opinion Programme 7
Using your plan
• Important Contact Information 8 • Choosing a Provider 9 • Cigna Pharmacy Management 9 • Claiming Procedure 10
• Tips to Speed Claim Process 10 • Online Claims Submission 10
• Frequently Asked Questions 11 • Data Protection 13
Guide to using your Healthcare PlanYour International CoverMembership of the plan means that you and your family can be sure of receivingcomprehensive advice and treatment, in the case of illness or accident. You will receiveone Cigna membership card with the Parkway Health logo. Your Cigna Membershippack contains a list of benefits detailing your specific cover and limitations for treatmentinside and outside Singapore. A membership card is provided for each of your familymembers and while it does not act as a payment mechanism, it is as a means ofidentification and assists medical practitioners and hospitals in obtaining guarantees ofdirect payment. Please carry your cards with you, or keep them in a safe place.
We’re here for you whenever you need us. Whether you have a question about your benefits, need help finding a doctor near you, or want to know the status of a claim you submitted, you can contact us anytime of the day or night from anywhere around the world.
Here are some convenient ways to contact us including:1. Send a secure email through Cigna Envoy.2. Direct dial toll free to our Customer Service Centre - International Access Code + Toll
Number (i.e, 302, 800, 866, 877) +1. For example: • Dialling from China 00 800 253 7052 1• Dialling from UK 00 800 253 7052 1• Dialling from Hong Kong 001 800 253 7052 1
3. Use this calling card to call free from anywhere around the globe. The calling card number is 808-672-7493-6554. No pin will be required when using this dialling method.
4. Call check - charges will be accepted by Cigna.
Important Information• The Verizon toll-free network requires a ‘1’ to be added after the toll-free 800
number in order to enable the toll-free service.• The International Access Codes are standard codes used to make calls outside
the country from which the call is being made. This is sometimes referred to as an exit code. See http://www.howtocallabroad.com/codes.html for more information.
International Dialling Codes
Using Your Membership Cards
When you receive your membership cards check that the information is correct. Ifsomething needs to be changed contact the Cigna Helpline by telephone, fax or emailand they will arrange for your information to be updated.
Tel:+86 (21) 6086 3109Fax:+86 (21) 6086 3197Email: [email protected]
Insured members may receive services from any hospital, clinic or doctor in Singapore.However, CGHB has aligned with ParkwayHealth to provide seamless medical serviceswhereby insured members can obtain access to an extensive network of local healthprofessionals and facilities.
ParkwayHealth is a leading healthcare company in the region, which has an extensivenetwork of more than 350 general practitioners and more than 300 specialistsstrategically located throughout Singapore. ParkwayHealth owns three of the leadingprivate hospitals in Singapore - Mount Elizabeth, Gleneagles and Parkway East Hospitals.
For a complete ParkwayHealth Facility Directory, visit CGHB secure web portalwww.Cignaenvoy.com. Log in with your Cigna ID and password, click on CignaLinks network. You will then be directed to the ParkwayHealth network page.
CignaLinks® Steps for visiting a ParkwayHealth™ network doctor or hospital Show your ParkwayHealth™ ID Card
Receiving care from an out-of-network healthcare facility
If you wish to visit an out-of-network healthcare facility, the benefits align with those of your standard CGHB plan. In Singapore, dental, vision, and chiropractic services are all out-of-network. You may arrange for direct payment to the doctor/hospital by calling the Service Centre, or you may pay the doctor/hospital in full at the time of service and file a claim for reimbursement. While in Singapore, you may fax claims using the local Singapore toll-free fax line on your ID card, 1-800-797-3150.
Steps for visiting an out-of-network doctor or hospital or a healthcare facility outside ofSingapore or MalaysiaShow your ParkwayHealth™ ID Card
Receive services/treatment. The doctor or hospital will collect applicable coinsurance according to your benefit plan.
There is no need to complete a claim form when visiting a doctor or hospital in the Parkway Health network*.
Prior to your visit, you may wish to contact CGHB to request a Guarantee of Payment (GOP) to be placed with the doctor or hospital, if accepted. Otherwise, the doctor or hospital will collect the fee for service in full from you prior to receiving services or treatment.
Receive services/treatment. Then complete the CGHB claim form if the hospital hasn’t received a GOP, and submit the completed form and receipt(s) to the fax or mailing address located on the back of your CGHB ID Card.
The CGHB Service Centre has service representatives available 24 hours a day, 365 days a year to answer any questions you may have and to help you obtain and coordinate medical services.
Outside of Singapore +86 (21) 6086 3109
Inside Singapore Call toll-free: 800 188 6017
Emergency Care In the event of an emergency, please contact the Cigna Helpline who shall
• Co-ordinate evacuation to the nearest suitable location or repatriation to your home country if medically necessary;
• Arrange the care and repatriation of your young family members if your medical condition leaves them at risk. An escort shall travel with your children to either your home country or the place you are receiving treatment;
Please note, medical evacuation and repatriation must be pre-authorised. Please refer to your list of benefits to ensure International Emergency Services are covered.
It is important that your family members or colleagues are aware of your insurance arrangements, should you be unable to contact the international helpline yourself.
Emergency Out of Area Cover If you or your insured family members travel outside your area of cover, your plan will provide you with healthcare cover for emergency treatment for a period of 30 days per trip whether you are travelling for business or pleasure. If you are outside your area of cover for more than 30 days, you must notify your HR department immediately to arrange for a change to your area of cover, if appropriate.
Reimbursement Options Where possible we will aim to pay the medical practitioner or hospital direct to reduce the need for you to pay directly and reclaim the cost of treatment. Where you have paid the provider directly for medical treatment and for dental or vision treatment, we provide many reimbursement options such as:
• Electronic transfer of funds into your bank account. Please note that payments made within Europe will be processed more efficiently by the receiving bank if you provide IBAN and SWIFT numbers for your transfer.
• Cheque mailed to nominated address.
• Multi-Currency claims payment.
Cigna International also offers ePayment Plus to members with a bank account inone of the following countries: USA, UK, Spain, Germany, France, Belgium, Canada,Portugal, Austria, The Netherlands, China, Hong Kong, Singapore and Greece. In mostcases, ePayment Plus provides the added feature of depositing funds without incurringbank service charges. Cigna International will continue to cover the costs of generatingthe payment, regardless of the payment method selected. By enrolling in ePayment Plusat our secure website, www.Cignaenvoy.com it allows you to receive automatic e-mailnotification of payments made to you.
Using the Secure Member Website (www.Cignaenvoy.com)
Accessing the WebsiteTo gain access to the member website you must have a Personal Identification Number(PIN). It’s never been easier to get registered for the secure member website. First go tothe site: www.Cignaenvoy.com, click on the Member Login page. Be sure to have yourCigna ID card, as you will need it to successfully complete your online registration. Inthe spaces indicated;• Step 1: Go to www.CignaEnvoy.com and click on ‘I have not registered yet’ in the green
box.• Step 2: Enter the first 9 digits of your Member No (details are on your member card) and
clickthe green ‘Register’ button.• Step 3*: Fill in your registration details, using the relevant information as it appears on
your member card, and click the green ‘Register’ button. You will receive a registration confirmation email with details of your secure PIN, which you can then change to a password of your choice for all future logins.• Step 4: Click on the green ‘Continue to Login’ button then select ‘I have an existing login’. Enter the first 9 digits of your Member No and your secure PIN and click ‘GO’. * If you require help with the registration process, please select “view registration instructions” at the bottom of the page.
When finished, click where indicated to submit your registration information. The nextscreen will notify you that your PIN has been successfully generated ( or you will receivean error message and instructions to correct the error).
You will be instructed to copy and paste your temporary PIN into the login screen. Youalso need to re-enter you 9 digit Member ID at the login screen.
The screens that follow thereafter, which are secure, allow you to enter account securityinformation, your email address and your own personal password for future access.Please retain your password in a secure place as you will need this the next time youaccess the website.
Key Features of the WebsiteWithin the secure member website you can view your claim status, history and payment detail. This feature provides you with the reassurance of knowing your claim has been processed and payment is on its way. Additionally, you can view claims that have recently been submitted but yet to be processed. Whilst viewing your claim information you can also view your settlement letters, download claim forms, (which are available in English, German, Spanish and French), view your benefits and check your eligibility information.
Online Provider DirectoryThrough extensive selection procedures and physician-directed referrals, you have accessto quality medical facilities and healthcare practitioners. The Cigna Provider Directorylists only those providers and facilities that have passed our high quality standards. Whilstin the USA you have access to Cigna’s Preferred Provider Network which ensures asmooth transition into a complex healthcare system. Additionally you have access to morethan 100,000 provider access points through the Cigna Dental Network which deliversaccess to significant discounts, backed by a simple claims process which is completed bythe dentist.
Country Guides
E-Cleveland Online 2nd Opinion Programme
After acceptance for a medical second opinion you will need to formally register into theprogramme just as if you were visiting the clinic in person. You first need to completea condition specific questionnaire and send pertinent medical records and originalmaterials such as x-rays to the Cleveland Clinic. A specialised physician reviews themedical information before rendering an expert second opinion, usually within 7 workingdays. A Cleveland Clinic nurse co-ordinator will follow up with the patient by phone toensure that the information provided is understood and all the questions are answered.
This feature allows you to accesspractical travel information such as:cultural, health and safety informationfor over 190 countries. Viewinformation such as travel tips, visitorinformation, currency conversions andhealth and wellness tools.
One of the primary benefits of thisprogramme is that it enables you toobtain a second opinion without theburden of travel. Through our securemember website you can obtain a second opinion from the E-Cleveland Clinic. Clinicianscan determine if you or your insured family member is an appropriate candidate for asecond opinion via the internet.
Using your plan
Important Contact InformationCigna Customer Service can be contacted 24 hours a day, 7 days a week.
+86 (21) 6086 3109
+86 (21) 6086 3197
Cigna, Unit 704, Block E, Poly Plaza, No.18 Dong Fang Road, Pudong New Area, Shanghai, PRC, 200120
Cigna 24 Hour Global Helpline Number
Cigna Global Fax Number
Mailing address for claims incurred outside the USA
1-800-253-7052
1-302-797-3150
Cigna, PO Box 15050, Wilmington, DE, 19850-5050 USA
Inside Singapore
E-mail address
Website
Call toll-free: 800 188 6017
Parkway Provider: +65-6280-2889 (Mon-Fri: 9am -6pm)
www.CignaEnvoy.com
Cigna 24 Hour Helpline
Cigna Global Fax Number
Mailing address for claims incurred outside the USA
Choosing a Provider
• Insured members may receive services from any hospital, clinic or doctor worldwide.
• Where you do not have a relationship with a healthcare provider and you are experiencing symptoms, please contact the Cigna Helpline and they will refer you to the most appropriate provider for your condition and location.
• When choosing a provider in Singapore, you may call the Parkway Health Provider Hotline (+65 6280 2889) to be advised about a suitable medical provider within the Parkway network. You can benefit from easy access procedure and direct payment of the claim to the provider by Cigna International.
• Cigna recognises that members may be unfamiliar with local medical providers whilst on assignment. To assist you in this process, Cigna have created a provider directory of pre-screened primary care physicians, dentists and full-service hospitals for over 450 cities, available on our member website. Additional provider referrals, including specialists can be obtained by contacting the Cigna Helpline.
• If you would like Cigna to pay your provider directly contact the Cigna Helpline prior to treatment taking place*.
• Providers may also call Cigna Helpline to verify coverage:
Cigna Pharmacy ManagementMembers based in the USA have access to the Cigna Pharmacy Management. Thereis no need to submit a claim when accessing one of the 52,000 pharmacies withinthis network. Simply present your membership card and charges will be sent directly toCigna. To determine if your preferred pharmacy is in the network simply log onto thesecure member website, www.CignaEnvoy.com where you can access the pharmacydirectory.
*Cigna will arrange guarantee of payment for claims over the value of $225.
Claiming ProcedureWhere treatment is paid for by you, please forward your invoice and claim to:
Tips to speed claims process:
• Provide a diagnosis or explanation of treatment. • State how and where you want the reimbursement issued.
• Where the payment method selected is electronic bank transfer, full details must be provided, including bank name and address, account name, account number and routing code. • Fax or email scanned copies instead of mailing:
• For USA Based members: Fax: +1-302-797-3150. Email: [email protected] • For non USA Based members: Fax: +86 (21) 6086 3197.
Email: [email protected] claim form is not always necessary, providing Cigna receive confirmation of your medical condition and treatment details.
Remember you can track the progress of your claim by accessing the secure member website, www.CignaEnvoy.com.
Online Claims SubmissionIf you are a registered user of Cignaenvoy, you can submit claims through the secure web portal in an easy to follow five step process. in addition to being able to submit claims online, you can view claims that have been previously submitted online.
For Non USA Based Claims
For USA Based Claims
Cigna, Unit 704, Block E, Poly Plaza, No.18 Dong Fang Road, Pudong New Area, Shanghai, PRC, 200120
Cigna, PO Box 15050, Wilmington, DE, 19850-5050, USA
Frequently Asked QuestionsIs my membership card a credit or payment guarantee card?
• No. The membership card is purely a means of identifying you. It has no payment capabilities. You should contact the Cigna Helpline on +86 (21) 6086 3109 for payment guarantees or queries.
Will my spouse and children be covered?
• Yes. Providing your company has agreed to include them under your cover.
When do I use my Cigna membership card?
• Your Cigna card should be used when accessing treatment within in-network providers.
Can I choose the medical provider of my choice?
• Yes, however if you contact the Cigna helpline before treatment they will assist in arranging payment directly to the medical practitioner.
Insured members may receive services from any hospital, clinic or doctor in Singapore. However, CGHB has aligned with ParkwayHealth to provide seamless medical services whereby insured members can access to an extensive network of local health professionals and facilities.
ParkwayHealth is a leading healthcare company in the region, which has extensive network of more than 350 general practitioners and more than 300 specialists strategically located throughout Singapore, ParkwayHealth owns three of the leading private hospitals in Singapore - Mount Elizabeth, Gleneagles and Parkway East Hospitals. For complete ParkwayHealth Facility Director, visit CGHB secure web portal, www.CignaEnvoy.com. Log in with your Cigna ID and password, click on Find Provider, then Outside USA. Next scroll down and select Singapore and then click on CignaLinks network. You will then be directed to the ParkwayHealth network web page.
Data ProtectionTelephone calls to and from our organisation may be recorded to help us monitor andimprove the service we provide.
Cigna will act as Data Controller for the personal information we hold about you. Thisdata will be managed by us to carry out our obligations under the policy and we mayneed to share it with authorised third parties to fulfil the contract, such as emergencyrepatriation providers and reinsurers.
If you would like a copy of the information we hold about you, please write to usquoting your membership number. Please note that we may charge a fee to provide thisinformation.
As the main point of contact for the policy, you will have administrative access topersonal data held about you and your dependants. In the event of a claim, this mayinclude access to some limited sensitive personal data.
Policies issued by CEIC Singapore Branch are covered under the Policy Owners’ Protection Scheme established under section 30 of the Deposit Insurance and Policy Owners’ Protection Schemes Act 2011, Act No. 15 of 2011 of Singapore (the “Act”) up to the limits prescribed in the Act.
Cigna Europe Insurance Company S.A-N.V - Singapore Branch - 152 Beach Road, #26-05 The Gateway East, Singapore 189721.
Cigna Europe Insurance Company is a private limited liability company under Belgian law, with its registered office in Belgium, 52 avenue de Cortenbergh, 1000 Brussels, RPM Brussels nr 0474.624.562. Cigna Europe Insurance Company SA-NV is subject to the prudential supervision of the National Bank of Belgium, Boulevard de Berlaimont 14, 1000 Brussels (Belgium) and Regulated by the Monetary Authority of Singapore (General Insurer identification number: ID871)
HELP GUIDE /SGP/ENG/0915