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?
In general, your claim status should be updated within 2 working days. For any claims payment, it should be ready within 3-6 working days after notification (if any).
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?
In general, it is not necessary to mail the original claim documents to us. However, if the reimbursement claim is settled by other party/parties, please be reminded to submit the reimbursement settlement advice from the third party/parties.
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?
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.
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 portal?
Step 1 – Click "My Claim" Step 2 – Click "Make a new claim" 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 “My Claim – In progress” section to continue the claim submission.
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 landing page you will see "You have xx message(s)" on the orange bar Step 2 - Click on the orange bar to expand Step 3 - Choose your claim Step 4 - Click on the "Reply" button and type in your reply Step 5 - Click "Submit" button
Will My Cigna reflect the claim record upon I submitted a claim?
Please note that the claim record will not be reflected on My Cigna immediately, we will send you email/SMS when the details are available for viewing online. Then you can login to My Cigna to check the claim status upon receiving our notification.
Why Cigna Healthcare e-Medical Card?
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 may simply login to their registered account via My Cigna Portal or My Cigna Mobile App to access the e-Medical Card, or they can choose to download and save the e-Medical Card’s image in their mobile device, or print it out.
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?
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. Can I use Cigna Healthcare e-Medical Card?
Cigna Healthcare e-Medical Card is available to all new customers and existing customers now.
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.
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 12 hospitals and over 2,000 clinics within Cigna Healthcare’s network providers in Hong Kong.
How do I find a hospital or network doctor?
You may look up a hospital, clinic or doctor from Cigna's network providers in "Find a Doctor".
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.
How do my clients’ family members gain access to Cigna Healthcare e-Medical Card?
For group policy customers, your clients’ family members (aged 18 or above) can access their Cigna Healthcare e-Medical Card via your clients’ My Cigna account or via their own account; family members (aged below 18) can access their Cigna Healthcare e-Medical Card via your clients’ My Cigna account. For individual policy customers, each policy holder may view and download the Cigna Healthcare e-Medical Card of each insured person.
What should my clients do if the information displayed on the Cigna Healthcare e-Medical Card is incorrect?
For group policy customers, your clients may contact Cigna’s Customer Service Hotline at 2539-9215 within office hours, or they can correct the record via their company’s Human Resources Department, who may follow up with Cigna Healthcare and update the information. For individual policy customers, your clients may contact us via Live Chat on our corporate website: www.cigna.com.hk or via My Cigna Portal. They may also contact Cigna’s Customer Service Hotline at 2560-1990 within office hours.
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 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.
What should my clients do if they cannot connect to My Cigna 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 My Cigna to their mobile devices in advance, so that they do not need to login online to retrieve the e-Medical Card every time for usage. For group policy customers, they may contact Cigna’s Group Customer Service Hotline at 2539-9215 within office hours. For individual policy customers, they may contact Cigna’s Individual Customer Service Hotline at 2560-1990 within office hours.
My clients do not have any mobile devices. Can they request Cigna Healthcare to issue physical medical cards for them?
Your clients can contact us via Live Chat on our corporate website: www.cigna.com.hk or via My Cigna from a laptop computer to request physical card issuance. They may also 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.
My clients have requested for physical medical card. How will Cigna Healthcare send it to them?
If your clients have purchased a new policy or confirmed to renew their policies recently, the physical medical card will be sent together with the fulfillment pack by post. If your clients place the request in the mid-term of the policy year, their physical medical card will be sent by post.
How can my clients retrieve their username and/or reset password for login to My Cigna?
If your clients want to retrieve their username, they can contact us via Live Chat on our corporate website: www.cigna.com.hk or via My Cigna for assistance. Your clients can reset password by clicking “Forgot Your Password” link in My Cigna, after then a password reset email will be sent to the email address they registered with us.
How can I retrieve my username and/or reset password for login to My Cigna?
If you want to retrieve your username, you can contact us via Live Chat on our corporate website: www.cigna.com.hk or via My Cigna for assistance. You can reset password by clicking “Forgot Your Password” link in My Cigna, after then a password reset email will be sent to the email address you registered with us.
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.
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 your computers and mobile devices.
When is e-Correspondence launched?
For group policy members, the launch date of e-Correspondence is 1 November 2018.For individual policy customers, the launch date of e-Correspondence is 22 January 2019.
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 correspondence?
You may simply log in your account on the My Cigna Portal or My Cigna Mobile App to access your correspondence. To access My Cigna Mobile Portal or My Cigna Mobile App, customers can search Google Play or Apple App store for My Cigna to download the App or visit www.mycigna.com.hk, or sign in via the top menu on www.cigna.com.hk.
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.
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.
What kind of e-Correspondence will customers receive via My Cigna?
Customers will receive policy documents, claims correspondence and policy correspondence (if applicable) via My Cigna Portal or My Cigna Mobile App. For example, Cigna Healthcare may send customers claim correspondence to keep them posted on claim status, such as Claim Settlement Advice and Claim Explanation Letter, etc.
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 My Cigna Portal or My Cigna Mobile App. You can then log in My Cigna Portal or My Cigna Mobile App to view the correspondence.
If I do not have a mobile phone number or email address registered with Cigna Healthcare, how will Cigna Healthcare notify me?
All customers should register My Cigna 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.
How can my family members access their claim correspondence (if applicable)?
For insured family members aged 18 or above, and if their HKIDs were provided to Cigna Healthcare, they can register their account on My Cigna for claim correspondence. For insured family members aged below 18, they can access their claim correspondence via your account.
Will I be able to download all the correspondence previously issued?
Only correspondence issued after the service launch date will be available for download. You would not be able to download the correspondence issued before the service launch.
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 My Cigna Portal or My Cigna Mobile App to access the voucher, 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 individual customers and group policy members. If hardcopy is needed, you may retrieve it online via the portal and print it. If you prefer to have the hardcopy correspondence be mailed to you, you can request via Live Chat on our corporate website:www.cigna.com.hk, or via log in My Cigna Portal or My Cigna Mobile App to contact us. For group policy members, you may also contact Cigna Healthcare's Group Customer Service Hotline at 2539-9215 within office hours. For individual policy customers, you may also contact Cigna Healthcare's Individual Customer Service Hotline at 2560-1990 within office hours.
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 company 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. There is a levy cap 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.
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 bearing and paying levy to the Insurance Authority (IA)?
Levy has to be paid when the premium is paid. Policyowner must pay levy via insurance company together with premium when the premium is paid.
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.
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.
Could a policy owner pay the Levy alone in advance?
No. A policy owner 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 has to be paid when the premium is paid. Policyowner must pay levy together with premium. Policyowners shall commit an offence and be liable to a pecuniary penalty for failure to pay the levy in a timely manner.
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 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.
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.
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?
Implementation of levy does not affect the continuity of insurance coverage. If you pay premium only without levy, policy will not be terminated. However, Policyowners shall commit an offence and be liable to a pecuniary penalty for failure to pay the levy in a timely manner.
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 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 all outstanding levy, if any.
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?
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.
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?
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 refund.
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 do I delete my MyCigna account?
You may send your account deletion request to enquiryhk@cigna.com, stating your login name and a contact phone number for our follow-up.