FAQ

Which features are available on MyCigna HK App but not MyCigna website? 
The following features have been migrated from MyCigna website to MyCigna HK App:
• Find a Doctor
• View E-Medical Card
• Submit a Claim
• Cashless Medical Service Application
• Change Policy Details
• Claims Records & Correspondence
• Policy changes Record
• Reply to Pending regarding Claim and Policy Change
Why were these changes made? 
To provide a more secure and seamless experience, we have consolidated all key features into MyCigna HK App. 
How can I access the migrated features now? 
You can access the above features by downloading the MyCigna HK App from the App Store or Google Play Store. Once installed, register as a user and log in with your account according to the instructions to enjoy a full range of services. 

About MyCigna HK App
(https://www.cigna.com.hk/en/customer-service/insurance-claim-procedure)
Why can't I find the MyCignaHK app in the App Store?
The MyCigna HK app supports any iOS device running iOS 14 or higher. If you can't find the app in the App Store, please check your device's iOS version.
Why can't I find the MyCigna HK app in the Google Play Store?
The MyCigna HK app supports any Android device running Android 11 or higher. If you can't find the app in the Play Store, please verify your device's Android version.
How long will it take to process a claim?
The standard turnaround time (TAT) for processing claims is 10 business days from the date of receipt of the complete claim documentation.
How can I submit and manage my claims?
Our “MyCigna HK App” has been fully upgraded to support various types of claims applications.
To easily manage your claims, please download “MyCigna HK” app from the App Store or Google Play store and register user account to access various functions.
How long do I have to file a claim?
Proof of claim must be given within ninety days since the day the Person Insured has been discharged from the Hospital or the event giving rise to the claim, whichever is later. (Please login MyCigna HK App for actual policy terms and conditions).
If I submit the claim documents through portal, do I still need to send original receipts to Cigna Healthcare?
We reserve the right to request the original medical documents.
How long will it take to process a claim?
The standard turnaround time (TAT) for processing claims is 10 business days from the date of receipt of the complete claim documentation. To easily manage your claims, please login MyCigna HK App to access various functions.
How long do I have to file a claim?
Generally, proof of claim must be given within ninety days since the day (subject to the Policy Terms & Conditions) the Person Insured has been discharged from the Hospital or the event giving rise to the claim, whichever is later.
Which documents are required for a claim submission? Is there a checklist of procedures available for reference?
When you submit a claim, please have the below documents ready.
Below required documents must be received within 90 days from the date on which medical expenses were incurred (Please refer to actual policy terms and conditions). Our “MyCigna HK App” has been fully upgraded to support various types of claims applications.
• Completed Claim Form (Part I )
• Attending Physician Statement or Accident or Medical Expenses Doctor Form completed by your attending doctor (Part II of the Claim Form)
• Medical Receipt(s)
• Hospital statement of charges / invoice / bill with breakdown of charges
• Hospital Discharge Summary or any document(s) issued by doctor/hospital with diagnosis proof
If you have submitted a claim to other insurer(s), please provide a copy of the relevant Compensation Breakdown.
How can I submit my claims through MyCigna HK App?
Step 1 – Click "Claim" button at the bottom of the App
Step 2 – Select claim type
Step 3 – Follow the online instruction for the claim submission
How can I make a reply for a pending claim?
You can respond to a pending claim by following the steps below:
Steps:
1. Log in to the MyCigna HK App
2. Tap the “Bell” icon at the top right corner
3. Select the claim message
4. Type your reply
5. Tap “Save & Confirm” to submit
Can I save the claim in the middle of the claim submission?
Yes, you can save the claim application. Once you are ready, you can then go to “Latest/ Drafted claim” section to continue the claim submission. You may also discard your drafted claim when it is outdated.
Will MyCigna reflect the claim record upon I submitted a claim?
Please note that the claim record will not be reflected on MyCigna HK App immediately, we will send you email/SMS when the details are available for viewing. Then you can login to MyCigna HK App to check the claim status upon receiving our notification.
How can I make a reply for a pending claim?
Step 1 - On the App landing page you will see notification in "Bell" symbol
Step 2 - Click on the "Bell" symbol to reach to the notification page
Step 3 - Choose your claim pending
Step 4 - Type in your reply
Step 5 - Click "Continute" button to proceed
Will MyCigna HK reflect the claim record upon I submitted a claim?
Please note that the claim record will not be reflected on MyCigna HK App immediately, we will send you email/SMS when the details are available for viewing online. Then you can login to MyCigna HK App to check the claim status upon receiving our notification.
Which documents are required for a claim submission? Is there a checklist of procedures available for reference?
When you submit a claim, please have the below documents ready.
Below required documents must be received within 90 days from the date on which medical expenses were incurred (Please refer to actual policy terms and conditions).
• Completed Claim Form (Part I )
• Attending Physician Statement or Accident or Medical Expenses Doctor Form completed by your attending doctor (Part II of the Claim Form)
• Medical Receipt(s)
• Identity card copy of the Policyholder and Person Insured
• Hospital statement of charges / invoice / bill with breakdown of charges
• Hospital Discharge Summary or any document(s) issued by doctor/hospital with diagnosis proof
• Copy of Medical Reports
If you have submitted a claim to other insurer(s), please provide a copy of the relevant Compensation Breakdown and Certified True Copy of receipt(s).
Where can I access E-Medical Card?
Our “MyCigna HK App” has been fully upgraded to support various types of claims applications.
Please download “MyCigna HK” app from the App Store or Google Play store and register user account to get access for all features.
The e-Medical Card is available on the MyCigna HK App. After logging in to the app, simply tap the icon in the center of the bottom navigation bar on the app’s home screen.
How does Cigna Healthcare e-Medical card help me, and how do I use it?
The Cigna Healthcare e-Medical Card offers the convenience of storing and displaying multiple medical cards on your mobile device. Within Cigna Healthcare’s medical network, it can be used at network doctors’ clinics to access credit facility services if you have the optional outpatient benefit.
This digital card eliminates the need to carry physical cards and simplifies access to medical services. To use it, log in to your registered account via the My Cigna HK App, then tap the icon in the center of the bottom navigation bar on the home screen to access your e-Medical Card. You may also choose to download and save the card image to your mobile device for easy reference.
I am an existing customer. Do I have a Cigna Healthcare e-Medical Card?
Cigna Healthcare e-Medical Card is available to both new customers and existing customers now, except for those covered under Cigna Plus Medical Plan, who are currently not eligible.
How does Cigna Healthcare e-Medical card help me, and how do I use it?
Cigna Healthcare e-Medical Card offers the convenience of storing and displaying multiple medical cards in a mobile device. The Cigna Healthcare e-Medical Card can be used at hospitals or clinics within Cigna Healthcare’s medical network and saves the hassle of carrying physical cards all the time. Customers can download and log in to the MyCigna HK App. To access the e-Medical Card, simply tap the icon in the center of the bottom navigation bar on the home screen.
Alternatively, you may choose to download and save an image of the e-Medical Card to your mobile device.
I am an existing customer. Do I have a Cigna Healthcare e-Medical Card?
Cigna Healthcare e-Medical Card is now available to both new and existing customers, except for those covered under Cigna Plus Medical Plan, who are currently not eligible.
Do hospitals / clinics in Hong Kong accept Cigna Healthcare e-Medical Card?
Cigna Healthcare e-Medical Card is accepted by 13 hospitals and over 2,000 clinics within Cigna Healthcare’s network providers in Hong Kong.
For products that include value-added services, please note that prior approval is required before treatment to enjoy the cashless services.
How do I find a hospital or network doctor?
You may look up a hospital, clinic or doctor from Cigna's network providers via MyCigna HK App as below steps:
1. Tap the navigation menu at the top left corner
2. Tap on "Find a Doctor".
3. Search for a hospital, clinic or doctor from Cigna's network providers
Do hospitals / clinics in Hong Kong accept Cigna Healthcare e-Medical Card?
Cigna Healthcare e-Medical Card is accepted by 12 hospitals and over 2,000 clinics within Cigna Healthcare’s network providers in Hong Kong.
How do my family members gain access to Cigna Healthcare e-Medical Card?
Each policy holder may view and download the Cigna Healthcare e-Medical Card of each insured person.
How do I find a hospital or network doctor?
You may look up a hospital, clinic or doctor from Cigna's network providers using the MyCigna HK App.
Just follow these steps:
1. Log in to the MyCigna HK App on your mobile device
2. Tap the navigation menu at the top left corner
3. Tap on "Find a Doctor"
4. Search for a hospital, clinic or doctor from Cigna's network providers
The MyCigna HK app is available for download on Google Play Store and App Store.
What should I do if the information displayed on the Cigna Healthcare e-Medical Card is incorrect?
You can update your personal details by submitting a policy change request through the MyCigna HK App.
Just follow these steps:
1. Log in to the MyCigna HK App on your mobile device
2. Tap the navigation menu at the top left corner
3. Tap on “Policy / Account” > "Change Policy Details"
4. Select the item you wish to update, enter the new information, and submit the request.
The MyCigna HK app is available for download on Google Play Store and App Store.
What should I do if the information displayed on the Cigna Healthcare e-Medical Card is incorrect?
You can update your personal details by submitting a policy change request through the MyCigna HK App.
Just follow these steps:
1. Tap the navigation menu at the top left corner
2. Tap on “Policy / Account” > "Change Policy Details"
3. Select the item you wish to update, enter the new information, and submit the request.
What should I do if I cannot connect to MyCigna HK via my mobile devices and present my Cigna Healthcare e-Medical Card to the staff at hospitals / clinics?
You can download or save the image of Cigna Healthcare e-Medical Card from MyCigna HK App to your mobile devices in advance, so that you do not need to login online to retrieve the e-Medical Card every time for usage.You may contact Cigna’s Customer Service Hotline at 2560-1990 within office hours.
What should my clients do if they cannot connect to MyCigna via their mobile devices and present their Cigna Healthcare e-Medical Card to the staff at hospitals / clinics?
They can download or save the image of Cigna Healthcare e-Medical Card from MyCigna HK App to their mobile devices in advance, so that they do not need to login the App to retrieve the e-Medical Card every time for usage. You may contact Cigna’s Customer Service Hotline at 2560-1990 within office hours.
How can I retrieve my username and/or reset password for login to MyCigna?
You can reset password by clicking “Forgot Your Password” link in MyCigna, after then a password reset email will be sent to the email address you registered with us.
How can I retrieve the username and/or reset password for login to MyCigna?
You can reset password by clicking “Forgot Your Password” link in MyCigna HK App, after that a password reset email will be sent to the email address that you registered with us.
Why e-Correspondence?
Cigna Healthcare strives to digitalize our services and reduce paper wastage, which we believe can positively transform our customer's health and well-being journey. Thus, we have launched the e-Correspondence service to provide clients easy access to their correspondence anytime and anywhere. You can now access your policy documents, claims correspondence and policy correspondence (if applicable) electronically through MyCigna HK app.
How can I gain access to my policy documents and policy correspondence?
You may access your policy documents and policy correspondence simply log in your account on the MyCigna HK app or web portal and tap “My Policy”.
The MyCigna HK app is available for download on Google Play Store and App Store.
How can I access my claims correspondence?
You can log in to the MyCigna HK app, tap on “Claims” in the bottom navigation bar on the home screen, and select the relevant claim record to view your claims correspondence.
The MyCigna HK app is available for download on Google Play Store and App Store.
How can I gain access to my policy document and correspondence?
You may log in your account via MyCigna HK App to access your correspondence from the bottom navigation bar on the home screen:
1. Tap “Policy” to view your policy-related correspodence and documents.
2. Tap “Claims”, then select the relevant claim record to view your claims correspondence.
How will I know when I have new policy documents ?
If there is a new policy documents , Cigna Healthcare will notify you through email or SMS (if a mobile number is provided) based on your pre-selected preference when registering MyCigna. You can then log in MyCigna HK App to view the correspondence.
What kind of e-Correspondence will customers receive via MyCigna HK?
Customers will receive policy and claims documents (if applicable) via MyCigna HK App. For example, Cigna Healthcare may send customers claim correspondence to keep them posted on claim status, such as Pending Claim Notification and Claim Settlement Advice.
If I do not have a mobile phone number or email address registered with Cigna Healthcare, how will Cigna Healthcare notify me?
Please download MyCigna HK App and register an account as soon as possible. You are encouraged to provide and check that the registered mobile phone number and email address are valid and reachable, in order to ensure receiving timely notifications via email or SMS for new correspondence.
Will I be able to receive the annual body check voucher online or by hard copy (if eligible)?
The voucher will be available online only. You may log in MyCigna HK App or website portal to access the voucher, please refer to the voucher details for the appointment and present it at the clinic to redeem the body check service.
How will I know when I have new correspondence?
If there is a new correspondence, Cigna Healthcare will notify you through email or SMS (if a mobile number is provided) based on your pre-selected preference when registering MyCigna. You can then log in MyCigna HK App to view the correspondence.
Will I be able to download all the correspondence previously issued?
You can download correspondence issued within the past three years.
Will I be able to receive the annual body check voucher online or by hard copy (if eligible)?
The voucher will be available online only when it is eligible under your plan. You may log in MyCigna HK App or Web portal to access the voucher. Please refer to the voucher details for the appointment and present it at the clinic to redeem the body check service.
Can I opt-out of the e-Correspondence service, or in other words, request for correspondence in hard copy from Cigna Healthcare? How will Cigna Healthcare deliver it?
To reduce paper consumption and save the environment, e-Correspondence feature is enabled for all Cigna Healthcare's customers. If hardcopy is needed, you may retrieve it online via the App and print it.
What is insurance levy and when does it become effective?
From 1 January 2018 onwards, a levy on insurance premiums for insurance policies will be payable to the Insurance Authority by policyowners via insurance companies under Insurance (Levy) Order and Insurance (Levy) Regulation in order to support the operational costs of IA. Levy is calculated based on the levy rate on the premium payable per policy with a cap on the levy per policy per policy year.
What is insurance levy?
From 1 January 2018 onwards, a levy on insurance premiums for insurance policies will be payable to the Insurance Authority by policyowners via insurance companies under Insurance (Levy) Order and Insurance (Levy) Regulation in order to support the operational cost of IA. Levy is calculated based on the levy rate on the premium payable per policy with a cap on the levy per policy per policy year.
When will levy become effective (for both new business and inforce policy)?
New business: Any policies with policy commencement date on or after 1 Jan 2018 are subject to levy.
In force policy: For all in force and premium paying policies, first levy is payable for the policy when it reaches its anniversary date in 2018.
Who is responsible for paying the levy to the Insurance Authority (IA)?
Levy has to be paid at the same time as the premium. The policyowner must pay levy via the insurance company together with premium.
Who is responsible for paying the levy to the Insurance Authority (IA)?
Levy has to be paid at the same time as the premium. The policyowner must pay levy via insurance company together with premium.
Can a policyholder pay the Levy alone in advance?
No. A policyholder can pay the levy together with the premium in advance, but cannot pay the levy alone in advance.
Could a policyowner pay the Levy alone in advance?
No. A policyowner can pay the levy together with the premium in advance, but cannot pay the levy alone in advance.
When do I need to pay levy? What will be the consequence if I do not pay levy on time?
Levy is due when the premium is paid. Policyholders must pay the levy together with the premium. As stated in the law, if a policyholder fails to pay the required levy on time, the Insurance Authority (IA) may impose a pecuniary penalty of up to HK$5,000 and has the authority to recover the outstanding levy as a civil debt.
When do I need to pay levy? What will be the consequence if I do not pay levy on time?
Levy is due when the premium is paid. Policyowner must pay levy together with the premium. As stated in the law, if a Policyowner fails to pay the required levy on time, the Insurance Authority (IA) may impose a pecuniary penalty of up to HK$5,000 and has the authority to recover the outstanding levy as a civil debt.
For autopay payment, will you collect the Levy with the premium? If it is noted that the respective policy has an overdue levy, will this outstanding amount be collected at the same time?
Yes. For all policy owners who pay premium through autopay, unless they have informed us in writing that they would arrange to pay the levy separately, we will collect both premium and levy in one go via autopay, but an overdue levy will not be collected. We therefore advise our policy owners to have sufficient funds in their bank account and adjust the autopay withdrawal limit with the bank (if applicable) to avoid additional bank charges.
For auto-payment, will you collect the Levy with the premium? If it is noted that the respective policy has an overdue levy, will this outstanding amount be collected at the same time?
Yes. For all policy owners who pay premium through autopay, unless they have informed us in writing that they would arrange to pay the levy separately, we will collect both premium and levy in one go via autopay, but an overdue levy will not be collected. We therefore advise our policy owners to have sufficient funds in their bank account and adjust the autopay withdrawal limit with the bank (if applicable) to avoid additional bank charges.
Can I pay levy to IA directly?
Cannot. Under Insurance (Levy) Regulation, policyholders have to pay levy to the Insurance Authority via insurance company.
Can I pay levy to IA directly?
Cannot. Under Insurance (Levy) Order and Insurance (Levy) Regulation, policyowner have to pay levy to Insurance Authority via insurance company.
Any impact on my policy coverage and return after the implementation of levy?
Levy will not affect your insurance coverage or return.
Any impact on my policy coverage and return after the implementation of levy?
Levy will not affect your insurance coverage or returns.
Will my policy be terminated If I didn't pay the levy?
The implementation of levy does not affect the continuity of insurance coverage. If you pay your premium only without the levy, your policy will not be terminated. However, if a policyholder fails to pay the required levy on time, the Insurance Authority (IA) may impose a pecuniary penalty of up to HK$5,000 and has the authority to recover the outstanding levy as a civil debt.
Will my policy be terminated If I didn't pay the levy?
The implementation of levy does not affect the continuity of insurance coverage. If you pay your premium only without the levy, your policy will not be terminated. However, if a policyowner fails to pay the required levy on time, the Insurance Authority (IA) may impose a pecuniary penalty of up to HK$5,000 and has the authority to recover the outstanding levy as a civil debt.
Can I apply for addition of benefits / policy changes if I do not pay levy? These changes may affect the premium amount, will levy be adjusted correspondingly? And do I need to pay the levy difference to complete the application?
If the policy change request results a premium adjustment, the difference in premium will be subject to levy. Furthermore, the policy change request will only be completed upon settlement of any outstanding levies.
Can I apply for addition of benefits / policy changes if I do not pay levy? These changes may affect the premium amount, will levy be adjusted correspondingly? And do I need to pay the levy difference to complete the application?
If the policy change request incurs a premium adjustment, the difference in premium will be subject to levy. Furthermore, the policy change request will only be completed upon settlement of any outstanding levies.
Any Levy Rate & Cap Per Policy Per Policy Year will be posted in Cigna Healthcare website?
Yes, information regarding the Levy Rate & Cap will be available on the Cigna Healthcare website: https://www.cigna.com.hk/en/levy
Any Levy Rate & Cap Per Policy Per Policy Year will be posted in Cigna Healthcare website?
Yes, information regarding the Levy Rate & Cap will be available on the Cigna Healthcare website: https://www.cigna.com.hk/en/levy
When does Insurance Authority (IA) starts to collect levy?
New business: Any policies with policy commencement date on or after 1 Jan 2018 are subject to levy.
In force policy: For all in force and premium paying policies, first levy is payable for the policy when it reaches its anniversary date in 2018.
Will levy be refunded to policy holders?
A refund of levy is allowed if the corresponding premium becomes refundable, e.g. cancellation of policies, cooling-off, etc. However, there will not be refund of levy if the amount of levy payable on premium after refund has reached the levy cap and for cancellation of policies that do not constitute any premium refunds.
Will levy be refunded to policy holders?
Refund of levy is allowed if the corresponding premium becomes refundable, e.g. cancellation of policies, cooling off, etc. However, there will not be refund of levy if the amount of levy payable on premium after refund has reached the levy cap and for cancellation of policies that do not constitute any premium refunds.
How to apply for Cashless Medical Service?
To apply the service, a Pre-approval Form for Cashless Medical Service must be submitted to us for approval prior the Hospitalization, Day-Case Surgery and Advanced Diagnostics Imaging (ADI) Services.

Pre-approval Form for Cashless Medical Service:
https://www.cigna.com.hk/iwov-resources/docs/Cigna-Pre-Approval-Form-For-Cashless-Medical-Service.pdf
Will all medical expenses be fully covered by Cigna Healthcare? Or no extra out-of-pocket expenses is required to be paid?
Cashless Medical Service is applicable to designated Cigna medical plans, and the covered medical expenses are subject to the terms & conditions and benefit coverage of your policy. If you fail to meet the requirements for the Cashless Medical Service, you may need to pay for the consultation and/or medical expenses upfront, then submit a claim to Cigna Healthcare for reimbursement, which shall be subject to the terms & conditions and benefit coverage of your policy.
The Policy Holder is responsible for settling any amount if there is any remaining deductible in any Policy Year (if applicable). If the medical expense exceeds the payable amount under the eligible benefit of the policy, or is otherwise not eligible for reimbursement under the policy, the Policy Holder is required to settle the remaining amount.
How can I check the Cashless Medical Service pre-approval result?
Upon receipt of the Cashless Medical Service request with completed information, we will inform you the pre-approval result, approved credit amount and out-of-pocket amount (if any) via email or phone call within 5 working days.
Under what circumstances will the Cashless Medical Service pre-approval request be declined?
Your Cashless Medical Service pre-approval request might be declined due to but not limited to the following reasons:

- The treatment or surgery is not medically necessary
- The medical condition for application is under and/or related to an exclusion
- Incomplete information on the Pre-approval Form for Cashless Medical Service
- Overdue premiums and/or shortfalls have not been fully paid
- Unable to submit the application 5 working days before admission/procedure date, for example, emergency admission
- Treatment or surgery performed in public hospitals under the Hospital Authority
- Treatments in non-network doctors/clinics
- Medical expenses within annual deductible
- Not applicable for Cigna Plus Medical Plan, Cigna DIY Health Plan and Cigna Telehealth Service
If the application of Cashless Medical Service pre-approval service is declined, will Cigna Healthcare pay my medical expenses?
Cashless Medical Service is a value-added service which provides preliminary review of requested treatment/procedure based on medical information received, policy coverage, benefit and Term & Condition. If your application is declined (except for the following circumstances), you may submit a claim to Cigna Healthcare for reimbursement, which shall be subject to the terms & conditions and benefit coverage of your policy.
- The treatment or surgery is not medically necessary
- The medical condition for application is under and/or related to an exclusion
If the Cashless Medical Service only appliable for hospital admission?
Cashless Medical Service is also available for designated day surgery procedures, including Oesophago-gastro-duodenoscopy (OGD) and Colonoscopy (with/without polypectomy). Access our extensive network of reputable multi-disciplinary specialists and well-equipped day procedure centres across Hong Kong.

Please refer to the Day Procedure Centre Cashless Service for more details :
https://www.cigna.com.hk/en/customer-service/medical-support/cashless-day-procedure
Does forgetting to pay the premium mean the policy is terminated?
Our company provides policyholders with a grace period of thirty (30) days from the premium due date to pay the premium. The policy remains effective during the grace period; however, no claims will be paid until the premium is fully paid. If the policyholder fails to settle the full premium by the end of the grace period, the policy will be terminated on the premium due date.
How does policy termination affect me?
Upon termination of this policy, the coverage under this policy will also be terminated. Unless otherwise specified, any premiums paid for the current policy year and all previous policy years will not be refunded.
Can a policy be reinstated after termination?
Under specific policy terms, if the policy lapses due to outstanding premiums, the policyholder can apply for reinstatement within three (3) months from the first premium due date. However, this is subject to policy requirements and approval by our company. (Please note that the reinstatement clause only applies to certain policies. Please refer to the specific policy terms and conditions for details.)