Member FAQ’s & Resources
At Cigna, we’re constantly listening to members and adapting to suit their needs. Recently, we learned what members’ most frequently asked questions were.
Scroll down to learn what those are. Then, get guidance on how to make your healthcare journey as smooth as possible.
Understanding Exactly What’s Covered
We want every Cigna member to have access to quality care. When you understand what your plan covers, you’ll never be turned away and will be met with a seamless experience.
What can I do?When you become a Cigna member, please review the materials sent to you, such as the Member Booklet and Helpful Guide. Once you’re done, keep them handy on your hard drive and/or in a desk drawer. Then, when you have a medical concern, you can quickly find out if it’s covered in your plan. Or, if you prefer, simply reach out to Cigna customer service.
It’s helpful to remember that:- Employers customize our plans to meet the needs of their employees. Cigna members can have very different levels of cover
- Cover can change from year to year. So, when seeking care after the renewal of your insurance, make sure to have a look at your updated table of benefits
- Alternative treatments and supplements are less likely to be covered
We’re here to help: If you’re not sure if a healthcare provider, procedure, or medication is covered, reach out to Cigna BEFORE any appointment.
Understanding The Pre-Approval Process
As a Cigna member, there are certain procedures, medications, and treatment plans that require approval before moving ahead.
What can I do?- If your healthcare provider is talking about a treatment or medication, contact Cigna to find out if pre-approval is required.
- Get informed. Be sure to go through your table of benefits and the helpful guide to understand what may not be covered.
While different plans have different rules, you’ll likely need pre-approval for:
- Treatments that cost over AED 2,000 in the UAE and are equivalent to $400 in Bahrain, Qatar, Oman, Egypt & Kuwait.
- In-patient and complex out-patient tests and procedures – like MRIs, CT scans, or dental procedures.
- Medications and supplements (varies by country).
We’re here to help: If you have any questions about the pre-approval process, reach out to Cigna customer service by calling the number on your ID card.
Understanding the Claims Process
As Cigna’s network continues to expand across the Middle East, there are good reasons to stay in-network - lower costs and a hassle-free experience are just two of them. Should you choose to go out of network, you’ll need to submit a claim. Here is some guidance that can make that easier.
What can I do?
While it doesn’t happen often, sometimes customers have problems submitting a claim:
If you’re having an issue with submitting a claim through Cigna Envoy, watch this video. It provides a step-by-step guide to submitting a claim through the Cigna Envoy app or web portal. Of course, you can contact customer service if you continue to have an issue.
- Getting familiar with Cigna Envoy should make your experience easier. Be sure to register, log in, and explore the site
- We’re working to improve Cigna Envoy’s user experience
- Out-of-network claims are usually paid within 10-14 business days
- You can track the progress of your claim on Cigna Envoy
We’re here to help: If you have any questions about a claim, reach out to Cigna customer service by calling the number on your ID card.
Connect via digital apps, to experience the Cigna difference
We’re continually getting input from customers. In a recent survey, customers who use Cigna Envoy and the Cigna Wellbeing App report that they are even more satisfied with Cigna.
Cigna Envoy®
Use Cigna Envoy to submit pre-approval requests, check the status of a claim, access your membership card, and more. Here’s a quick video that explains all of Envoy’s features.
Cigna Wellbeing App
Once you have registered for Cigna Envoy, you can use the same details to log onto the Cigna Wellbeing App.
Download the Cigna Wellbeing App to take advantage of features like telehealth, access to wellness coaches, a health tracker, and more. Learn more by watching this video now.