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    Claims Process

    Claims Process

    This page tells you how our claims and treatment process works.

    If you have any questions regarding any aspect of the process, call our Customer Care Team on +44 (0) 1475 788182 or from the US on 800 835 7677.

    For Spanish domestic members visit your member area for more details.

    Getting treatment

    When you need treatment, call our Customer Care Team on +44 (0) 1475 788182 or from the US on 800 835 7677.

    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 and/or cost share options you may have chosen) - saving you the time and hassle of paying for it yourself and claiming back from us later.

    You can also search for direct billing providers near you by using your secure online Customer Area. You should still contact us prior to receiving treatment.

    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 applicable deductibles and/or cost share options.

    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 and/or cost shares 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 and/or cost shares you may have chosen, from us. You'll find claim forms in your welcome pack, or you can download them below.

    You can send your invoice and claim form to us by any of the following means:

    Submit them directly via your secure online Customer Area.

    Email them to: cghoclaims@cigna.com

    Fax them to : +44 (0) 1475 492113

    Post them to:

    Customer Care Team,

    Cigna Global Health Options,

    Customer service

    1 Knowe Road

    Greenock

    Scotland

    PA15 4RJ

    Help us to reimburse you quickly

    Normally, we'll reimburse you within five 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.
    • Please clearly state your policy number on any documentation you submit to us.

    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 £100, you'll need to pay the first £100 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.

    If you chose to apply cost shares to your plans, you'll need to pay this amount towards the treatment yourself. This is a percentage you must pay towards your cost of treatment. This applies after any applicable deductibles are calculated, and will be capped by the out of pocket maximum amount you have selected per period of cover.

    Claims diagram

    This simple diagram illustrates how our claims and treatment process works. If you have any questions regarding any aspect of the process, call our Customer Care Team on +44 (0) 1475 788182 or from the US on 800 835 7677.

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    *Please note, this is a representation of the benefits available and does not contain the terms, conditions, and exclusions specific to each benefit. The benefits may be subject to change. Some benefits may be part of an optional module. Please see the Customer Guide for full details.

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