Claims

The claims process will depend on whether or not you are in a CignaLinks country, as listed in the Plan Details section of this website.

Cigna global claim form: Cigna International Medical/Dental/Vision Form for medical, dental and vision claims. Please refer to the claim form for mailing and contact information.

If you are in a CignaLinks country, please see below:

For any other inquiries, see Contacts.

Alternatively, you do not need to include a claim form if you provide Cigna with a confirmation of your medical condition and treatment details as follows:

• Details of the treatment you received (consultation, x-ray)
• Details of your symptoms/condition (e.g. stomach ache, back pain)
• The invoice from the doctor/dentist
• Confirmation of how you want your claim reimbursed
• Your e-mail address in case of questions

Simply go to www.cignaenvoy.com to track the progress of your claim. Manually submitted claims will be paid within 10 days on average if all of the necessary information is provided. On occasion you may be asked to provide additional information regarding your claim. This is not unusual and your provider should be willing to provide information to Cigna.

Cigna will pay claims by electronic funds transfer or cheque in the currency of your choice. Please remember to provide full bank details when requesting a bank transfer, including any international routing codes and/or prefixes (e.g., IBAN, SWIFT, BIC, ABN and ABA). Contact your bank to confirm any specific requirements or receiving fees apply. (Note: this is not commonplace; Cigna cannot cover these but can send a cheque instead)

Claim reimbursement is usually made in the same currency as the claim (unless you want Cigna to credit a bank account in your home country with an equivalent sum).

We hope you never have to, but if you have any cause for complaint, please contact Cigna.

Cigna will acknowledge your complaint within five business days of it being received by them as required under UK regulatory obligations and aim to resolve all complaints fairly, consistently and promptly. Cigna will also notify Rio Tinto when complaints are received to allow Rio Tinto to monitor Cigna's performance.

If the complaint is not resolved to your satisfaction, you may wish to use an independent dispute resolution scheme. As Cigna's services are provided from the UK, you can refer your complaint to the Financial Ombudsman Service (FOS).

The FOS can handle most complaints, and can be contacted in over 25 languages. If for any reason the complaint is out of their jurisdiction, they may be able to advise you of what you need to do. Their decision is binding on Cigna but you may reject it without affecting your legal rights.