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For information regarding Travel Insurance and Coronavirus please read our Travel Alert

COVID-19

At Cigna, looking out for our customers is at the heart of everything we do, and now, more than ever you can feel assured that our team will be there to support you throughout this time.

The coronavirus, also known as COVID-19, pandemic is rapidly evolving. As an essential service under the New Zealand Government’s Level 4 alert criteria, all of our business operations including customer services, daily underwriting and claims processes will continue as normal.

All of our teams are now working from home and observing physical distancing and self-isolation protocols. However, you can still continue to contact us in all the same ways you would’ve before the lockdown.

While we’re seeing increased customer demand, we’re confident that we can continue to provide essential services to our valued customers, business partners and stakeholders.


Got any questions?

Please consult the Frequently Asked Questions below in the first instance.

Got a Cigna Travel Insurance policy?

Please read these FAQs alongside your policy documents to understand exactly what you are and aren’t covered for.


What you’re covered for depends on the policy you have. Some policies are designed to pay out if you get sick or have an accident, lose your job, or pass away – and some policies do many of these things.

Please read these FAQs alongside your policy documents to understand exactly what you are and aren’t covered for.

What are you doing to make sure you are available to pay my claim if I need it?

Insurers are classified as an essential service so all of our business operations, including customer services, daily underwriting and claims processes, will continue as normal. We’re all set up to work remotely and our hours of operation remain the same.

Our continued priority is the safety and wellbeing of our people, customers and wider communities in what is a constantly evolving situation.

How financially secure is Cigna?

Cigna New Zealand is part of Cigna Corporation, we have an A (Excellent) financial strength rating which was given by A.M. Best Company Inc. This means we are financially secure (otherwise known as solvent) and have the provisions in place to deal with unprecedented situations such as the COVID-19 pandemic.

Secure

Vulnerable

A++

A+

Superior

B

B-

Fair

A

A-

Excellent

C++

C+

Marginal

B++

B+

Good

C

C-

Weak

D

Poor

E

Under Regulatory Supervision

F

In Liquidation

S

Suspended

For more rating information visit

www.ambest.com/ratings/guide.pdf

I have Income Cover with Cigna. Am I covered if I contract COVID-19 and can’t work?

If you have a policy which has Income Cover (such as Assurance Extra Income Cover or Cigna Bill Cover), you may be able to make a claim if you get sick with COVID-19 and you’re medically certified as being unable to work and you meet the required criteria to claim. Our Income Cover policies don’t have any pandemic exclusions which would stop you being able to make a claim.

To be able to claim on your policy, you’ll still need to meet all of your policy’s terms and conditions. For example, if you have a wait period of 30 days, you’ll need to wait 30 days before a claim is payable.

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I have Income Cover with Cigna. Am I covered if I have to self-isolate?

If you have a policy which has Income Cover (such as Assurance Extra Income Cover or Cigna Bill Cover), and you’re self-isolating because you’re sick and medically certified as being unable to work, you may be able to make a claim provided you meet the required claims criteria.

Most of our Income Cover policies have wait periods which is the period of time you need to wait until your claim may be payable. Your policy document will provide you with details on what the wait period is before any claim may be payable for your particular policy.

If you’re self-isolating but still healthy (not suffering from an accident or illness), you’re not able to make a claim under your Income Cover. Income Cover is designed to protect you if you have an accident or illness.

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I have Redundancy Cover with Cigna. Am I covered if my work has shut for now, but I haven’t been made redundant?

Redundancy Cover is designed to protect you if you’re made involuntarily redundant. It provides a benefit while you look for a new job, which usually is paid for up to 6 months, but this may vary depending on the policy you have. Please check your policy document for your specific terms and conditions.

If you are on unpaid leave, reduced hours or expect to return to your job in the future, you’re not able to make a claim under your Redundancy Cover.

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I have Life Cover with Cigna. Am I covered if I contract COVID-19 and I pass away?

If you have a policy which has Life Cover (such as Cigna LifeOne, Assurance Extra Life & Life Income Cover), your family may be able to make a claim if you get sick with COVID-19 and pass away.

Our Life Cover policies don’t have any pandemic exclusions and we won’t exclude COVID-19 as a cause of claim. Your claim will be paid provided you fully disclosed any pre-existing conditions at the time of application and all terms and conditions have been met.

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I have Funeral Cover with Cigna. Am I covered if I contract COVID-19 and I pass away?

If you’ve had your Funeral Cover for more than 24 months, your policy will cover for if you were to pass away due to COVID-19.

If you’ve had your Funeral Cover for less than 24 months, your policy’s 24 month stand-down period for death by natural causes will apply. This means we’ll refund all the premiums you paid towards your policy to your family.

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What can I do if I can’t afford my payments?

If you’re struggling to keep up with your insurance premium payments due to the financial impacts of the coronavirus pandemic, you may be eligible for our COVID-19 Hardship Policy, which provides short-term premium relief.

As well as the Hardship Policy we have a range of other options available to support customers during this time. Please get in touch with our friendly team to discuss the options available to you.

You can find our contact details here. We’re here to help you Monday to Friday during regular business hours.

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Can I apply for a new policy?

We’re continuing to accept applications for policies, but in light of the medical and financial impacts that COVID-19 is likely to have, we’ve made some changes to how we assess applications for underwritten products, such as Life Cover or Income Protection.

There may be heightened risk for applicants with certain occupations, employment status and underlying medical conditions. So we need to take these risks into account before we issue new policies.

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Can I apply for an income protection policy?

In light of the impact that COVID-19 is likely to have on the economy, we’ve made some changes to how we deal with income protection cover. Our current priority is assessing applications for people working in an essential business as defined by the NZ Government. Those not working in essential business will be given individual consideration.

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If I apply for a policy now, am I covered for redundancy?

We’re continuing to accept applications for policies that include redundancy cover, however, due to the current economic environment the assessment of the redundancy portion on the policy will be deferred for three months.

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I recently took out Redundancy Cover, am I covered for redundancy?

If you already have Redundancy Cover accepted by us and in place, you’ll still be able to claim in line with the terms and conditions of your policy, provided your redundancy, or notice of potential redundancy, was after your stand down period ended.

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My policy has lapsed, what are my options?

If you think your policy may have lapsed, please get in touch with our friendly team to discuss the options available to you.

You can find our contact details here. We’re here to help you Monday to Friday during regular business hours.

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I need to complete a Cigna form but I can’t print it. What should I do?

If you can’t print and sign your form, you can complete the form digitally. Please provide proof of signature by attaching photographic evidence of your passport or New Zealand driver’s license which displays your signature. For security reasons, we aren’t able to accept digital signatures.

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