Cigna Customer Center

Contact Your Insurer

  • 24 hour helpline in China: 400 820 0955
  • 24 hour helpline outside China: +86 (21) 6086 3108
  • Email address: [email protected]
  • Claim mailing address: Cigna & CMB 7th Floor, Block E, Poly Plaza, No. 18 Dong Fang Road, Pudong New Area, Shanghai, PRC 200120

Contacting The Emergency Services

  • Call an ambulance: 120
  • Call the fire department: 119
  • Call the police: 110

Download Useful Documents

You can download useful documents below

Direct Billing Network List
Medical Claim Application Form
Cigna ONE Policy Wording

Contact Us

If you’re having any difficulties with your insurance company and need our help, fill out the below form

Pre-authorization Items

You need to contact your insurer before you receive any of these treatments unless it’s an emergency. If it’s an emergency you, a friend or a family member must notify the insurer within 48 hours.

1. Inpatient or day-patient treatment
2. CT scans, MRI scans and PET scans
3. Surgical procedures (including organ donation, bone marrow or stem cell procedures) and minor operating procedures, wherever occurred in outpatient, inpatient or day-patient
4. Acupunctures, physiotherapies / complementary therapies, occupational therapies and restorative speech therapies, or any treatments for rehabilitations, wherever occurred in outpatient, inpatient or day-patient
5. Psychiatric treatment
6. Home nursing
7. Pain management, including inpatient and outpatient
8. Dental implant or dental orthodontic procedure
9. Psychiatric treatment
10. Home nursing
11. Palliative care

High-cost Providers

Some insurance plans do not have full cover in the below medical facilities. To check whether your plan provides cover in these facilities refer to your insurance card or insurance certificate.

1. Beijing United Family Financial Street Clinic
2. Beijing United Family- Shunyi Clinic
3. Beijing United Family Wudaokou Clinic
4. Beijing United Family Hospital
5. International Medical Center-Beijing
6. Beijing United Family- CBD Clinic
7. Beijing United Family Guangqumen Clinic
8. Beijing United Family Jianguomen Clinic
9. Beijing United Family Liangma Clinic
10. Beijing United Family New Hope Oncology Center
11. ParkwayHealth-Chengdu Medical Center
12. Guangzhou United Family Clinic
13. Shanghai United Family Hospital
14. St.Michael Hospital
15. Shenton Health Hong Qiao Medical Center
16. Shanghai East International Medical Center
17. ParkwayHealth-Shanghai JinMao Tower Medical Center
18. ParkwayHealth-Jin Qiao Medical and Dental Center
19. American Medical Center
20. Shanghai United Family Fengshang Clinic & Minhang Clinic
21. ParkwayHealth-Shanghai Gleneagles International Medical & Surgical Center
22. ParkwayHealth-Shanghai Centre Medical and Dental Centers
23. ParkwayHealth-Specialty and Inpatient Center
24. ParkwayHealth SIP Medical Center
25. Tianjin United Family Hospital
26. Wuxi United Family Healthcare Center
27. Beijing International SOS Clinic Managed by Raffles Medical
28. International SOS Tianjin Clinic Managed by Raffles Medical
29. International SOS Tianjin TEDA Clinic Managed by Raffles Medical

How To Make A Claim

  • Once you receive treatment ensure the medical provider gives you a chopped medical fapiao, medical report including diagnosis and list of medications prescribed
  • If available you can submit your claim via the insurance company’s website or app
  • Download a claims application form form the ‘Download Useful Documents’ section of this page and complete the form as best you can.
  • Scan and send all documentation including the claim application form to [email protected]
  • The insurer will then confirm that all documentation is in order and will ask you to submit the original claim documents to the insurance company. If it is a non-China claim scanned copies may suffice.
  • The insurer will email you the claim application result and will reimburse eligible claim amounts to you bank account.

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