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| Home > Brokers > Frequently Asked Questions > Medical Benefits Abroad FAQs | |
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Benefits Abroad (MBA) Frequently Asked Questions Find answers to questions about access, claims, processes, policies, and standards of CIGNA International’s Medical Benefits Abroad plan. Is MBA coverage available to participants anywhere in the world? Does my MBA coverage terminate with CIGNA International when I return to my home country? What type of customer service support does CIGNA International Expatriate Benefits provide to international business travelers? Can my CIGNA International MBA ID card be used worldwide? How does CIGNA International verify that I am eligible for benefits? When outside the U.S. do I have to use a preferred provider? What must I do if I have an emergency? Does CIGNA International pay for my evacuation or repatriation if that ever becomes necessary? Where do I get MBA claim forms? What if I need a form in another language? Is there a deadline for submitting a medical claim? How are exchange rates handled? How long does it take CIGNA International to reimburse claims? Do I have to convert the claim into English or U.S. dollars for your claims processing? What do I need to do when submitting claims from providers outside the U.S.? What if my claim is lost in the mail? What if I have an accident at work while traveling outside my country of residence or permanent assignment? How can I set up direct deposit or wire transfer to my bank account? What options do I have for reimbursement in local currency? How do I authorize wire transfer to a bank outside the U.S.? Will CIGNA International Expatriate Benefits MBA plan authorize prepayment of hospital charges in a foreign country? What if the physician or hospital insists I pay the bill myself? Will CIGNA International Expatriate Benefits make direct reimbursement to a hospital or physician? Is MBA coverage available to participants anywhere in the world? Except where prohibited by applicable law, coverage is provided on a worldwide basis to international business travelers who are actively working for an MBA client company of CIGNA International Expatriate Benefits. Does my MBA coverage terminate with CIGNA International when I return to my home country? Yes. International business travelers are covered under their local health plans when they return from an international business trip. What type of customer service support does CIGNA International Expatriate Benefits provide to international business travelers? CIGNA provides:
Can my CIGNA International MBA ID card be used worldwide? Yes. Your CIGNA International MBA ID card can be used worldwide at major hospitals. CIGNA International covers approximately 150,000 members worldwide, including business travelers and their dependents. How does CIGNA International verify that I am eligible for benefits? You will receive an International Business Travelers’ Information Kit that contains all the necessary paperwork including, but not limited to, your Certificate of Insurance, MBA claim form, Eligibility Verification Form, and detailed instructions. When outside the U.S. do I have to use a preferred provider? No. You are able to visit virtually any physician, hospital or clinic when traveling outside the U.S. Through our Global HealthCare Management Services, we provide global referral to health care providers in most countries of the world. Our 24-hour Customer Service Center is always available to help you obtain provider information. Contact Us. Our Service Center is available 24 hours a day, 7 days a week. What must I do if I have an emergency? You may go to any emergency room at any time. However, having your MBA ID card with you does not necessarily mean that a hospital will waive admission charges before admitting you and providing the care you need. If a hospital needs to verify your benefits or eligibility, call the Customer Service Center: Contact Us. Does CIGNA International pay for my evacuation or repatriation if that ever becomes necessary? We typically cover emergency ground transportation to the nearest health care facility able to handle the situation. Please check with your company's benefits representative/plan administrator for your specific plan of benefits regarding evacuation and repatriation and how these expenses should be handled. Where do I get MBA claim forms? What if I need a form in another language? A standard English claim form is included in your International Business Travelers’ Information Kit. If you need more forms or different language forms, the Customer Service Center can help you. We provide claim forms in English, Spanish, French, Italian, German, Czech, Russian, Chinese, Thai, Portuguese and Japanese. Is there a deadline for submitting a medical claim? How are exchange rates handled? CIGNA International will accept claims for up to 18 months from the date of service. We base currency conversion on the date of service and assume the exchange rate risk for all conversions. It’s best to submit claims as soon as possible after receipt of services. How long does it take CIGNA International to reimburse claims? We reimburse more than 90% of claims within 10 business days or less. Claims submitted for payment in local, non-U.S. currency take a few days longer due to currency conversion banking procedures. Do I have to convert the claim into English or U.S. dollars for your claims processing? No. We specialize in reimbursing international claims, which we receive in many languages and currencies. What do I need to do when submitting claims from providers outside the U.S.? Provide a diagnosis on a claim form or a suitable explanation for treatment. Clearly state where you want your reimbursement issued, in what currency, and by what payment method. A personal note on your claim to explain anything that may be unclear will help us process your claim properly. Since international mail can be lost or delayed, be sure to save copies of your bills and receipts for your records. What if my claim is lost in the mail? We recommend sending claims by fax to 1.800.243.6998 or 1.302.797.3150 and also confirming that the fax went through. However, you should always retain copies of your medical bills. What if I have an accident at work while traveling outside my country of residence or permanent assignment? Work-related claims are typically reimbursed by a Workers’ Compensation plan, not by CIGNA International Expatriate Benefits. How can I set up direct deposit or wire transfer to my bank account? Direct deposit is available in the U.S. and Canada only; you can set it up by filling out the information on the front of the MBA claim form. What options do I have for reimbursement in local currency? You have the option of receiving payment in U.S. dollars, in your home country currency, your host country currency, or the currency of the country in which you received services. If your physician requires payment in the local currency, you should indicate this on the claim form. How do I authorize wire transfer to a bank outside the U.S.? Your claim reimbursements for amounts totaling at least $100 U.S. equivalent may be sent via wire transfer to your bank outside the U.S. A customer service representative can assist you with additional instructions when you call 1.800.441.2668 or 1.302.797.3100 collect. Will CIGNA International Expatriate Benefits MBA plan authorize prepayment of hospital charges in a foreign country? Hospitals in some countries will not admit someone from another country without prepayment of the charges. Contact a customer service representative for more information. Our Service Center is available 24 hours a day, 7 days a week. What if the physician or hospital insists I pay the bill myself? For small charges and expenses, most providers will ask you to pay the bill yourself. Submit your claim with payment receipts by fax to CIGNA International at 1.800.243.6998 or 1.302.797.3150 as soon as possible. You should let your doctor know, however, that your CIGNA International insurance program can pay directly, quickly and in local currency. Will CIGNA International Expatriate Benefits make direct reimbursement to a hospital or physician? For CIGNA International to pay a provider directly, you must sign the appropriate section of the claim form authorizing direct reimbursement. You may mail or fax us a letter providing reimbursement instructions and details along with the submitted claim. You may also ask a physician or hospital to contact us directly to initiate a direct payment arrangement. |
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