CIGNA SERVICES
MOST FREQUENT ASKED QUESTIONS (FAQ)

CLAIM

1. What should I do to make a claim? 
   • 
     
   • Make sure that you and your family's insurance are still active
   • Follow the claim procedures written on your insurance policy.
   • Send a written notice to PT Asuransi CIGNA. Please take note of the deadline set from the date of the event resulting in the claim. Ask for the appropriate claim-submission form if you don't have any.
   • Thoroughly fill in the claim form. Answer all questions. Attach your supporting documents. Return your claim form within the period specified.
   • Write your bank's name, branch and account number for claim payment.
     
     Please send the complete claim documents to:
     PT Asuransi CIGNA
     Menara Kadin Indonesia , 6th Floor
     Jl. HR Rasuna Said Blok X -5 Kav. 02 - 03
     Jakarta 12950
     Tel. 021 - 5299 6080 / 0804-1-808080
     Fax. 021 - 5299 6007
     Attn. Claim Department 
     
2. What documents are required in order to make a claim?
   
   Different documents are required, depending on the type of insurance you may have. Insurance claims are generally classified as follows:
   
   Hospitalization and Surgery Claims

   
   

   1. Treatment claim form (from CIGNA)
   2. Doctor's certificate form (from CIGNA)
   3. Original/legalized copy of hospital billing statements and details of transactions
   4. Copy of laboratory results (if any)
   5. Original/legalized accident account issued by the police (in case of accident)

   
   Death Claim
   
   

   1. Death claim form (from CIGNA)
   2. Doctor's certificate form (from CIGNA)
   3. Copy of ID card
   4. Copy of legalized family card
   5. Original/legalized copy of death certificate from local authority
   6. Original/legalized copy of death certificate from head of RT (neighborhood association) / RW (citizen association)
   7. Original/legalized copy of accident report issued by the police (in case of accident)
   8. Original/legalized copy of hospital's certificate (in case of death caused by illness)
   9. For credit card protection: billing statements - 3 months before and 1 month after death
   10. For credit card protection: bank's claim submission and loan ledger/loan amortization

   
   Permanent/temporary disability claim
   
   

   1. Disability claim form (from CIGNA)
   2. Doctor's certificate form (from CIGNA)
   3. Copy of family card
   4. Copy of ID card
   5. Laboratory test results/medical support documents (original/legalized copy)
   6. Bank's cover letter
   7. Loan ledger/loan amortization
   8. Accident report issued by the police (in case of accident)

   
   
   
3. How long will it take to receive a claim payment? 
   
   Payment for a valid claim will be made no less than 14 working days after submission of complete documentation (no further investigation is necessary ).
    
4. What kind of information is necessary for me to know if want to make a claim? 
   
   Make sure that the claim does not include pre-existing conditions and excluded items, and is not submitted within the 15-day deferment period (stated in the insurance policy).
    
5. Can I send photocopies of the required documents in order to send a claim? 
   
   Yes, you may send the legalized photocopy documents as been described and stated on the policy
   

GENERIC INSURANCE TERMS & CONDITION

1. What is a Policy? 
   
   Insurance Policy is a proof of participation and an insurance contract between you as a policy holder and/or an insured and PT Asuransi CIGNA as an insurer. As it is a highly valuable document, make sure that all stated in it is properly understood. Keep the policy in a safe place and call us if it is missing or damaged. When you change address, please inform us as soon as possible so that we can keep communicating with you by mail.
   
   A ) What should I do if my policy is missing?
   
   You can file a request to have a Duplicate Policy printed by supplying the following requirements:

   • A written request by policy holder for duplicate policy printing
   • Photocopy of valid proof of identity (ID card, driver's license or passport)
2. What is a Premium? 
   
   Premium is a certain amount of money to be paid by the policy holder (you) to the insurer (PT Asuransi CIGNA) as written in the policy.
   
   A ) How can I pay my premium?
   
   Premium payments can be made by automatically debiting your bank or credit card account; therefore, make sure that you have enough fund or credit in your bank or credit card account at the time of the debit.
   
   Any change of your bank account/credit card number or your credit card expiry date should be immediately informed for smooth account debit process.
   
   B ) What proof will I get after I pay my insurance premium?
   
   Debit transactions printed on your statement of accounts, your passbook or your credit card billing statement serves as proof of premium payment.
   
   C ) What would happen to my policy if I paid my premium past its due date?
   
   Your policy will lapse, and your insurance protection will automatically be void.
   
   
3. If I have no credit card or is not a client of CIGNA's partner banks, can I still buy CIGNA insurance products? 
   
   For any purchase of insurance products launched by our business partners, insurance premium payments should be made with credit card or through the bank's or the financial institution's account. For CIGNA's own insurance products, payments can be made with VISA/MASTER credit card
   
   
4. What should I do to change my policy data? 
   
   You can change your data only if your policy is active. Changes that may be requested are as follows:
   
   

   No.	Change	Required Documents
   1 2 3 4 5 6 7	Name of : - Policy Holder - Insured - Appointee / Beneficiary Mailing Address Date of Birth Account or Credit Card Number Credit Card Expiry Date Addition/removal of appointees / beneficiaries Revise Policy Holder	- Data change form (available at CIGNA Customer Service) *( for no 1 - 7 ) - Photocopy of ID card *( for no 1 - 7 )
   8	Insurance benefit increase	- Data change form - Photocopy of ID Card - Health Status Form

   
   
5. Who are entitled to have insurance benefits? 
   
   Policy holder and/or beneficiary included in the policy and/or amendments.
   Insurance benefits may be claimed when the policy is active.
   
   

   No.	Claim	Required Documents
   1 2	Hospitalization Permanent/partial disability	- Photocopy of ID card - Claim form (provided by CIGNA) - Hospital billing statement - Original/legalized hospital payment receipt - Medical examination results (if any/required) - Other documents required by the company
   3	Death	- Photocopy of ID card - Photocopy of family card - Claim form (provided by CIGNA) - Death certificate by Local authority. - Police report for unnatural death (e.g. domestic accident/death) - Certificate from the Embassy Of the Republic of Indonesia in case of death occurring outside Indonesian - Death certificate from treating Doctor/hospital - Other documents required by the company

   
   
   For enquiries or further information, please call our customer service officers at:
   Customer Service PT Asuransi CIGNA
   Menara Kadin Indonesia , 6 th Floor
   Jl. HR Rasuna Said Blok X-V, Kav 02-03
   Jakarta 12950
   Phone : (021) 5299-6080 and 0804-1-808080
   Fax : (021) 5299 6007
   E-mail: customer.services.indonesia@cigna.com