Frequently Asked Questions

You can login to MyCigna HK App to submit the following policy change request :

• Basic Information
• Beneficiary
• Ownership
• Request for Policy copy or and Medical Report copy
• Premium Payment Information

The steps are as follows:

1. Log in to the MyCigna HK mobile application.
2. Click "Change Policy"
3. Select the item, enter the information, and submit the application

Should you need further assistance, please feel free to contact your Financial Consultant or Cigna Customer Service Hotline at (852) 2560 1990 during office hours (Mon – Fri, 0900 - 1900, except Public Holidays).

When you submit a claim through "MyCigna HK" mobile app, please have the below documents ready. Below required documents must be received within 90 days from the date on which medical expense were incurred (Please refer to actual policy terms and conditions).

• Completed Claim Form (Part I)
• Attending Physician Statement or Accident or Medical Expenses Doctor Form completed by your attending doctor (Part II of the Claim Form)
• Medical Receipt(s)
• Hospital statement of charges / invoice / bill with breakdown of charges
• Hospital Discharge Summary or any document(s) issued by doctor/hospital with diagnosis proof
• If you have submitted a claim to other insurer(s), please provide a copy of the relevant Compensation Breakdown

Cashless Medical Service is applicable to designated Cigna medical plans, and the covered medical expenses are subject to the terms & conditions and benefit coverage of your policy. If you fail to meet the requirements for the Cashless Medical Service, you may need to pay for the consultation and/or medical expenses upfront, then submit a claim to Cigna Healthcare for reimbursement, which shall be subject to the terms & conditions and benefit coverage of your policy.

The Policy Holder is responsible for settling any amount if there is any remaining deductible in any Policy Year (if applicable). If the medical expense exceeds the payable amount under the eligible benefit of the policy, or is otherwise not eligible for reimbursement under the policy, the Policy Holder is required to settle the remaining amount.

Your Cashless Medical Service pre-approval request might be declined due to but not limited to the following reasons:

• The treatment or surgery is not medically necessary
• The medical condition for application is under and/or related to an exclusion
• Incomplete information on the Pre-approval Form for Cashless Medical Service
• Overdue premiums and/or shortfalls have not been fully paid
• Unable to submit the application 5 working days before admission/procedure date, for example, emergency admission
• Treatment or surgery performed in public hospitals under the Hospital Authority
• Treatments in non-network doctors/clinics
• Medical expenses within annual deductible
• Not applicable for Cigna Plus Medical Plan, Cigna DIY Health Plan and Cigna Telehealth Service

Cashless Medical Service is a value-added service which provides preliminary review of requested treatment/procedure based on medical information received, policy coverage, benefit and Term & Condition. If your application is declined (except for the following circumstances), you may submit a claim to Cigna Healthcare for reimbursement, which shall be subject to the terms & conditions and benefit coverage of your policy.

• The treatment or surgery is not medically necessary
• The medical condition for application is under and/or related to an exclusion