Claims and treatment information

Our customer care team will help you access the medical expertise you need quickly and easily. They'll help you find the most appropriate hospital, doctor or clinic near you and will arrange, wherever possible, to pay them directly - so you can focus on getting better.

Find out about:

For an overview of how our claims and treatment process works, take a look at our simple diagram.

Getting treatment

When you need treatment, call our Customer Care Team on 400-820-7553. If you are not in Mainland China, please call +86 21-6086-3160. We will help you to find the most appropriate hospital, clinic or doctor near you, and arrange, wherever possible, to pay them directly (less any deductibles you may have chosen) - saving you the time and hassle of paying for it yourself and claiming back from us later.

Your hospital, clinic or doctor will usually send their invoice straight to us. However, sometimes they'll invoice you after treatment. On these occasions, simply send your invoice and claim form to us and we'll pay them directly, less any deductibles.

In an emergency

If for any reason it's not possible to call us before treatment, such as an emergency, you may need to pay for your treatment up front, and claim your covered costs back from us, less any deductibles you may have chosen. Please advise us of any emergency treatment within 48 hours.

Claiming back your costs

If you've paid for your treatment yourself, you'll need to claim back your covered costs, less any deductibles you may have chosen, from us. You'll find claim forms in your welcome pack, or you can download them here.

You can email your invoice and claim form to us at, fax them to +86 21-6086-3199 or post them to:

CIGNA & CMB Life Insurance Co Ltd,
PO Box 120-118, Shanghai,
PRC, 200120

Help us to reimburse you quickly

Normally, we'll reimburse you within 10 business days of receiving your claim. To help us achieve this, please follow these simple tips:

  • If you provide confirmation of your diagnosis or explanation of treatment you don't need to send a claim form.
  • Tell us how and where you want your refund issued.
  • Send us your invoice and claim by fax or email scanned copies instead of posting them.

Paying your deductibles

If you chose to apply deductibles to your plan, you'll need to pay this amount towards the treatment yourself. So, for example if you choose a deductible of ¥1000, you'll need to pay the first ¥1000 of a covered claim or covered claims in any period of cover at the time of treatment. We'll pay the remainder of the covered costs of your claim directly to your hospital, clinic or doctor. If a deductible is chosen, you would only have to pay this once during any period of cover irrespective of the number of claims.




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400 880 3633
+86 400 880 3633

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