FAQ

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).
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 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.
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
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.
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.
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.
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 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 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.
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.
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 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.
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.
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.
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.
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.
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.
Any impact on my policy coverage and return after the implementation of levy?
Levy will not affect your insurance coverage or return.
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.
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.
Any Levy Rate & Cap Per Policy Per Policy Year will be posted in Cigna Healthcare website?
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.
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.