Frequently asked questions

To help answer any questions you may have about getting treatment, making claims or how your plan works, we've compiled a list of some of our most frequently asked questions.

If you can't find the answer you're looking for here, we'll be happy to help. You can call us any hour of the day or night on 400-820-7553. If you are not in Mainland China, please call +86 21-6086-3160.

Find answers to questions about:

Claims and treatment

Q. Can I go anywhere in the world for treatment?

Q. How do I get treatment?

Q. How do I find my nearest hospital, clinic or doctor?

Q. How can I contact you if I want to discuss my treatment plan?

Q. Do I need to pay for treatment up front?

Q. What do I need to know before making a claim?

Q. How do I download a claim form?

Q. How can I get reimbursed for my claim?

Q. What currency will my claim be reimbursed in, and how long will it take?

Q. How do deductibles work?

Q. Can I go anywhere in the world for treatment?

CIGNA & CMC Global Health Options offers two areas of cover - Worldwide including USA and Worldwide excluding USA. If you choose Worldwide including USA you can receive treatment anywhere in the world. If you choose Worldwide excluding USA, you can receive treatment anywhere except in the USA.

Q. How do I get treatment?

Whenever you need treatment, simply call our Customer Care Team on 400-820-7553. If you are not in Mainland China, please call +86 21-6086-3160. We'll help you find the most appropriate hospital, doctor or clinic for your condition near you - and arrange to pay them directly wherever possible.

If for any reason, such as an emergency, this isn't possible, contact us as soon as you can after treatment so we can confirm that all following specialist treatment is covered by your plan. We will, of course, cover the cost of your GP or initial specialist consultation, along with any prescribed medication without prior approval having been obtained, providing the treatment is covered by your plan.

Q. How do I find my nearest hospital, clinic or doctor?

Log into the customer area and you can search our USA directory of hospitals, clinics and doctors. Simply type in your zip code, specify the distance you are willing to travel and it will list the medical experts within your area. Alternatively, if you are outside the USA, simply call our Customer Care Team on 400-820-7553. If you are not in Mainland China, please call +86 21-6086-3160. Where possible, we'll arrange to pay the hospital, clinic or doctor you wish to see directly.

Q. How can I contact you if I want to discuss my treatment plan?

If you need to speak to us about your treatment plan, contact our Customer Care Team who can direct your call to a CIGNA & CMC healthcare professional:

  • Email: CIGNACMC.care@CIGNA.com
  • Telephone: on 400-820-7553. If you are not in Mainland China, please call +86 21-6086-3160
  • Fax: +86 21-6086-3199

Q. Do I need to pay for treatment upfront?

Where possible we will arrange to pay your hospital, doctor or clinic directly. However, if you have chosen a deductible, you must pay this amount yourself.

Q. What do I need to know before making a claim?

You must call us before getting treatment. We can help you find the most appropriate hospital, clinic or doctor near you and arrange to pay them directly - saving you the cost and hassle of paying for it yourself and claiming back from us later.

We will, of course, cover the cost of your GP or initial specialist consultation, along with any prescribed medication without prior approval having been obtained, providing the treatment is covered by your plan.

In most cases, your hospital, doctor or clinic will invoice us directly. However, sometimes they may give you the invoice after treatment. If this happens, courier the claim form, medical report, invoice or Fapiao to us and we'll pay them.

If you've chosen to apply any deductibles to your plan, you'll need to pay this amount to your hospital, clinic or doctor yourself.

If for any reason, such as an emergency, you can't call us before getting treatment, you'll need to pay for your treatment yourself and courier the claim form, medical report, invoice or Fapiao to us. We'll reimburse you, less any deductibles, usually within five days of receipt.

Q. How do I download a claim form?

You'll find full details on how to get treatment, how to make a claim and copies of claims forms in your welcome pack. You can also download more claims forms here.

Q. How can I get reimbursed for my claim?

If you've paid for your treatment yourself, simply complete a claim form; attach relevant medical report, invoice or Fapiao etc. and then courier to post to us.

Q. What currency will my claim be reimbursed in, and how long will it take?

We aim to reimburse you within 5 business days of receiving your fully completed paperwork and can pay you in either the currency in which the claim was incurred or in Renminbi

Q. How do deductibles work?

When you create your tailored plan, you have the option of adding deductibles. If, for example, you choose a deductible of ¥2500, you'll need to pay the first ¥2500 of a covered claim or covered claims in any period of cover directly to your hospital, clinic or doctor at the time of treatment. So if your treatment costs are ¥5000, you'll need to pay ¥2500, and we'll pay the remaining ¥2500 of covered costs. If a deductible is chosen, you would only have to pay this once during any period of cover irrespective of the number of claims.

 

Your plan

Q. Will pre-existing conditions be covered by my plan?

Q. Am I covered for dental treatment?

Q. Am I covered for inpatient treatment?

Q. Am I covered for outpatient treatment?

Q. Does my membership card provide guarantee of cover?

Q. What information will I find in the customer area?

Q. How do get a user ID and password?

Q. Who should I contact with questions about my payment?

Q. Will pre-existing conditions be covered by my plan?

If you've sought advice or experienced symptoms before the start date of your plan - whether you have been diagnosed or not - we may decide to add special exclusions to your plan. So it's important that you complete the medical questionnaire as accurately as possible when applying.

Q. Am I covered for dental treatment?

Our International Medical Insurance provides cover for core benefits, such as emergency dental cover in the event of an accident that requires you to have treatment in a hospital. If you want more cover, choose our International Vision and Dental option and enjoy access to a wide variety of preventative, routine, major and orthodontic treatments.

Q. Am I covered for inpatient treatment?

Yes you are. Inpatient treatment is included as standard within our core International Medical Insurance. It covers you for treatment received as an inpatient when staying overnight in hospital, or when receiving treatment at hospital as a day case.

Q. Am I covered for outpatient treatment?

International Medical Insurance covers you for selected outpatient costs such as consultations with Medical Practitioners and Specialists, diagnostic testing, physiotherapy, osteopathy and chiropractic treatment, acupuncture, homeopathy and chinese medicine, restorative speech therapy, drugs and dressings, rental of durable medical equipment, adult vaccinations.

Q. Does my membership card provide guarantee of cover?

No, it doesn't. Your membership card is purely a means of identifying you and has no payment capabilities. If you need treatment, call our Treatment Approval team on 400-820-7553. If you are not in Mainland China, please call +86 21-6086-3160.

We'll arrange to pay your hospital, doctor or clinic directly wherever possible.

Q. What information will I find in the customer area?

The customer area is secure and gives you access to:

  • All your personal policy documents including your welcome letter, certificate of insurance, customer guide and policy rules
  • Our full USA list of approved network hospitals, doctors and clinics
  • Country guides containing medical, travel, safety and cultural information
  • Claim forms to download

Q. How do I get a user ID and password?

Once you've registered an account with us online, we will issue you with a user ID and password. You can then choose to change this password to one that is memorable to you personally.

Q. Who should I contact with questions about my payment?

If you have any questions regarding your payment, our Customer Care Team will be happy to help. You can reach them by:

  • Email: CIGNACMC.care@CIGNA.com
  • Telephone: on 400-820-7553. If you are not in Mainland China, please call +86 21-6086-3160
  • Fax: +86 21-6086-3199
 

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