Frequently Asked Questions

We've compiled a list of answers to frequently asked questions based on feedback from our valued customers. These include information about making a claim on your Cigna Insurance Policy, applying for a new policy or finding out more about our insurance products. Please do not hesitate to contact Cigna on 0800 900 047, or email us at contactus.nz@cigna.com if you have another question.

Available Policy Wordings

What policy wordings are available on the site?

On our site we have links to the current policy wordings only. If you have had your policy in place for a while the terms and conditions may differ from those in the linked policy wording on our site. If you’re unsure or have lost your policy wording please contact us to confirm the wording which applies to your policy.

Cigna Insurance Claims

How do I make a claim - what's the first step?

The first step in making an insurance claim is to contact Cigna directly. Our team will guide you through the claims process, beginning with giving you clear information on your policy and sending out any required forms for your claim. Call us free on 0800 900 047, or email us atclaims.nz@cigna.com.

What type of information will I need to provide when making an insurance claim?

The information you need to provide when making an insurance claim will vary depending on the type of claim you are making. We will send you a claim form when you contact us that describes in detail the information you need to provide us to assess your claim.

What happens once I have returned the claim form?

Once you submit your insurance claim form, Cigna guarantees to assess your claim within five working days of receipt. At this point, we will let you know if we need any additional information. We will keep you updated as we process the claim, but if you have any questions give us a call on 0800 900 047.

How do I know if I have a valid claim? What if I'm not sure?

Our claims team are here to help. Call us on 0800 900 047 or email claims.nz@cigna.com and we will look into your policy details and help you decide if your specific circumstances may be covered.

Need help with a claim or have a question not answered here?

Call us free on 0800 900 047, or email claims.nz@cigna.com.

Underwriting

What is involved in obtaining a Cigna Insurance Policy?

We make every effort to make an assessment on your insurance policy application based on the information provided on a straightforward application form and will only request more information if absolutely necessary. To make the process even easier, Cigna has developed a telephone-based underwriting service, eliminating the need for cumbersome paperwork. In many instances after completing a telephone conversation, we are able to issue you cover immediately.

Will I need to have a medical examination?

You will not necessarily require a medical examination in order to obtain a Cigna Insurance Policy. Medical examinations are only required for two reasons. First, if you have requested a large amount of cover. Second, if you have a medical condition that requires a doctor's input to make a fair assessment. In some cases where you report a medical condition, we may send a form to your doctor to complete, rather than require you to visit your doctor for an examination.

Who will pay for my medical costs?

Cigna will meet the medical costs involved if we have requested medical information from your doctor, or if we have asked for a blood test or specific examination. If, however, you are already scheduled to have a specific test, or are due for a review of a medical condition which would ordinarily occur with your doctor, the cost will be your responsibility to meet.

How long will the underwriting process take?

The processing time for your application will depend largely on the information that you provide. If the information is complete and there are no medical issues to consider, we may issue cover within 48 hours of receipt of your application. For those applications that require more detail for us to evaluate, such as medical reports, it may take a few weeks. This may also depend upon how quickly you or your doctor are able to respond to our questions.

Can I reduce or increase the cover after my application has been submitted?

Yes. You can reduce or increase your requested insurance cover at any time during the assessment process. If you wish to increase cover, be aware that the process could take longer as additional information may be required.

What if I change my mind after the cover has been issued?

With most insurance policies* Cigna issues, you have 30 days to consider the policy. If you decide within 30 days to cancel the policy, simply advise us in writing and we'll send you a full refund of any premiums paid. You can of course cancel the policy at any point after the first 30 days. If you do, any premiums paid to Cigna will not be refundable. This is because Cigna will have been covering the risk of anything happening to you under the terms and conditions of your policy.



* the exception to this being Identity Theft Insurance - If you are not completely satisfied, you can, within 30 days of receipt of the Policy Wording, cancel the policy by advising Cigna in writing or by telephone and receive a full refund of any premiums paid. If you complete and send Your Personal Credit File and Credit Alert form you understand that your free look period ends.

Live Chat

What is Live Chat?

Live Chat is an easy way to help us answer any questions you may have as you navigate through the Cigna website

What hours and days is Live Chat available?

Mon - Fri, 9am - 5pm.

What devices can I Live Chat on?

Live Chat works on any device i.e. Your desktop, smartphone, tablet or iPad.

Co-browse (Share My Screen)

What is Co-browse?

Co-browse is an easy way to help us guide you through the Cigna website.  If you want to apply for one of our products online, but you need help navigating around our website then use co-browse to help us guide you through your application.

What hours and days is Co-browse available?

Mon - Fri, 9am - 5pm.

What are the system requirements for Co-browse?

If you can use the Cigna website, then you can also use Co-browse

Will a Cigna rep be able to view my information without my knowledge?

No! Only you can request Co-browse, by clicking the 'share my screen' button on our website. While you are co-browsing, you will see a panel at the top of your page which shows that someone else is viewing your page. You can choose to end Co-browse at any time, by clicking the panel and selecting end.

How does Cigna protect the information of customers that use chat/co-browse?

When you have completed a chat, the chat conversation is recorded securely. We can email you a transcript of the chat if you would like. We don't share your chat conversations with anyone else. If you contact us again then we are able to share your chat history with you. We ask you not to provide any sensitive credit card information in your chat. With co-browse, we cannot change your data, we can only view it. We have also made sure that we cannot see your credit card information at all.

How do I end a co-browse session?

By clicking 'end' in the Co-browse panel at the top of your page. If you cannot see the panel, just tell our customer representative that you want to end co-browse and they will end it for you.

What can you see when we co-browse?

If you are viewing any page in the Cigna website then we can see the only the Cigna page you are looking at. As you complete the form, we’ll see the information you have entered. We will see your mouse move around the form, and we will see when you select a button.

If you navigate away from the Cigna website then you're on your own, and we cannot see what you are looking at. If you have other pages open from other websites at the same time, in other tabs or browsers, then they can't be seen either. We have also blocked the credit card name and number on our payment pages so that our customer representatives cannot see them.

 

Got a Question?

Got a question that’s not answered on this page? We'd love to hear from you.