Russia-Ukraine support and resources

Find the latest updates, guidance and resources about Russia-Ukraine and how Cigna is here to support you.

Global Employer Health Frequently Asked Questions

Financial Sanctions

International financial sanctions (including those imposed by the US, UK and EU) are applicable to Cigna and are continually evolving. This means that we cannot:

  • Pay claims into bank accounts at sanctioned banks
  • Collect premiums from credit cards held with sanctioned banks
  • Make premium refunds to a sanctioned bank.

Please refer to this link for the updated list of sanctioned banks:

https://www.cignaglobal.com/russia-ukraine-update

Please bookmark this page as this information may change regularly.

Please also note that foreign subsidiaries of these banks are also subject to financial sanctions.

Cover

As a result of sanctions, many businesses, including Cigna, are unable to provide services to anyone in the self-proclaimed Donetsk People’s Republic (DNR) or Luhansk People’s Republic (LNR). This means that we can no longer provide coverage after February 21, 2022 to anyone living in the DNR or LNR regions.

Cigna are also unable to offer cover in the Crimea region of Ukraine/Russia.

Due to the ongoing conflict in Ukraine and our inability to guarantee continued access to treatment for customers we have regrettably taken the decision to temporarily halt the sale of policies to new customers moving (inbound) to Ukraine. We will, for so long as we are able, continue to renew and service the policies of existing customers in Ukraine.

Yes, we can still approve treatment in Russia & Belarus, however:
In order to pay claims, we will ask customers with a bank account registered at sanctioned banks to provide us with a bank account with a bank that has not been sanctioned.

If the customer’s health care provider holds an account at a sanctioned bank, we will advise them that they may have to pay for services directly to the provider and we will reimburse the customer to a bank account which has not been sanctioned.

With increasing international sanctions being imposed on Russian businesses and restrictions on their ability to pay or receive payment this may change at short notice. Customers should be aware that as a result we cannot guarantee there will be no disruption to our ability to provide access to treatment in Russia and Belarus.

Cigna’s ability to issue GOPs to a hospital may be impacted due to the current sanctions. As we will not know whether a hospital or particular provider has an account at a sanctioned bank, we will not be in a position to guarantee payment. We can confirm coverage and eligibility for an existing customer, but our ability to pay a hospital or provider will be solely dependent upon the banking institution to which their payment would be made.

Cigna is legally prohibited from accepting or sending payments to any customer, provider, client or broker that has an account with any bank on the sanctioned list. The existence of a fully executed GOP will not override the prohibition on making a payment to a sanctioned institution.

Yes, Cigna is currently continuing to provide coverage subject to all the terms, conditions and limitations of a customer’s policy for customers located in Ukraine (excluding Crimea, the Donetsk People's Republic (DNR) or Luhansk People's Republic (LNR).

Cigna cannot pay for any claims incurred in DNR or LNR on or after February 21, 2022, but can pay for claims incurred before that date up until March 23, 2022, after which no claims incurred in those regions will be payable.

For customers outside the DNR and LNR regions, claims incurred in Ukraine (excluding the Crimea region) will continue to be paid as normal provided they are to an unsanctioned bank. Although as highlighted above, our ability to continue to provide cover or access to treatment may alter at short notice.

Note that our policy wording has a general exclusion which means that we will not pay for treatment which is required as a result of war or conflict or where an individual has deliberately placed themselves in danger in a conflict zone.

Cigna Support

At Cigna, we’re committed to ensuring the health, well-being and peace of mind of our clients, customers and their families. In challenging times such as these, we’re here to support you.

In addition to resources available through our customer service, we can offer customers the following:

Dedicated support helpline - Cigna has activated a 24/7 crisis support line through which customers can access free counselling support. This line can be used when being confronted with trauma, feelings of anxiety or distress. Counsellors will attend the call in English initially, but counsellors or translators speaking additional languages, subject to availability, can join the call upon their request.

In the event of needing urgent support, customers should call:

› Phone number: +44 20 8987 6273

Please note international charges will apply. To minimise charges, a call back service can be requested.

Counselling support can also be arranged by email. All emails are responded to within 48h. Customers should send their details including the number they wish to be contacted on to:

Email address: support@resourcesforyourlife.com

IGO, NGO and Government Frequently Asked Questions

Financial Sanctions

International financial sanctions (including those imposed by the US, UK and EU) are applicable to Cigna and are continually evolving. This means that we cannot:

  • Pay claims into bank accounts at sanctioned banks
  • Collect premiums from credit cards held with sanctioned banks
  • Make premium refunds to a sanctioned bank

Please refer to this link for the updated list of sanctioned banks:

https://www.cignaglobal.com/russia-ukraine-update

Please bookmark this page as this information may change regularly.

Please also note that foreign subsidiaries of these banks are also subject to financial sanctions.

Visa, MasterCard and American Express have recently announced that they are suspending operations in Russia. Additionally American express have suspended all business operations in Belarus.

As a result, Cigna will no longer be able to accept premium payments from a Visa, MasterCard or American Express credit card issued by a Russian bank. Customers who currently use one of these cards to pay their Cigna premium will need to provide us with an alternative card which has not been issued in Russia and is not restricted. Customers can do this via their online customer area or by contacting the customer service team.

Cover

A number of IGOs and NGOs can benefit from specific OFAC Licenses allowing them to operate in the Donetsk People's Republic (DNR) or Luhansk People's Republic (LNR) Regions, authorizing specific activities for the conduct of the official business of these organizations. This means that at this moment and subject to specific conditions we can continue to provide coverage to our members working for one of the organizations which can benefit from a specific OFAC License and are residing in DNR or LNR. Please contact your dedicated Client Manager for further information.

For IGOs or NGOs that cannot benefit from any OFAC License, Cigna are unable to provide services to anyone in the Donetsk People's Republic (DNR) or Luhansk People's Republic (LNR) regions. This means that we can no longer provide coverage after February 21, 2022 to anyone living in the Donetsk or Luhansk regions.

Yes, we can still approve treatment in Russia & Belarus, however:
In order to pay claims, we will ask customers with a bank account registered at sanctioned banks to provide us with a bank account with a bank that has not been sanctioned.

If the customer’s health care provider holds an account at a sanctioned bank, we will advise them that they may have to pay for services directly to the provider and we will reimburse the customer to a bank account which has not been sanctioned.


With increasing international sanctions being imposed on Russian businesses and restrictions on their ability to pay or receive payment this may change at short notice. Customers should be aware that as a result we cannot guarantee there will be no disruption to our ability to provide access to treatment in Russia and Belarus.

Cigna’s ability to issue GOPs to a hospital may be impacted due to the current sanctions. As we will not know whether a hospital or particular provider has an account at a sanctioned bank, we will not be in a position to guarantee payment. We can confirm coverage and eligibility for an existing customer, but our ability to pay a hospital or provider will be solely dependent upon the banking institution to which their payment would be made.

Cigna is legally prohibited from accepting or sending payments to any customer, provider, client or broker that has an account with any bank on the sanctioned list. The existence of a fully executed GOP will not override the prohibition on making a payment to a sanctioned institution.

Yes, Cigna is currently continuing to provide coverage subject to all the terms, conditions and limitations of a customer’s policy for customers located in Ukraine, subject to the following:

For a number of well defined IGOs, there is a general license that permits United Nations and certain other IGOs such as OSCE and EBRD to operate in the Donetsk People's Republic (DNR) or Luhansk People's Republic (LNR) Regions. This means that at this moment we can continue to provide coverage to our customers living in the Donetsk or Luhansk regions who work for one of these organizations.

For IGOs or NGOs that cannot benefit from this license, Cigna are unable to provide services to anyone in the Donetsk People's Republic (DNR) or Luhanske People's Republic (LNR) regions. This means that we can no longer provide coverage after February 21, 2022 to anyone living in the Donetsk or Luhansk regions.

Cigna is unable to offer cover to any customer in the Crimea region of Ukraine.

Cigna Support

At Cigna, we’re committed to ensuring the health, well-being and peace of mind of our clients, customers and their families. In challenging times such as these, we’re here to support you.

In addition to resources available through our customer service, we can offer customers the following:

Dedicated support helpline - Cigna has activated a 24/7 crisis support line through which customers can access free counselling support. This line can be used when being confronted with trauma, feelings of anxiety or distress. Counsellors will attend the call in English initially, but counsellors or translators speaking additional languages, subject to availability, can join the call upon their request.

In the event of needing urgent support, customers should call:

› Phone number: +44 20 8987 6273

Please note international charges will apply. To minimise charges, a call back service can be requested.

Counselling support can also be arranged by email. All emails are responded to within 48h. Customers should send their details including the number they wish to be contacted on to:

Email address: support@resourcesforyourlife.com

Global Individual Health Frequently Asked Questions

Financial Sanctions

International financial sanctions (including those imposed by the US, UK and EU) are applicable to Cigna and are continually evolving. This means that we cannot:

  • Pay claims into bank accounts at sanctioned banks
  • Collect premiums from credit cards held with sanctioned banks
  • Make premium refunds to a sanctioned bank

Please refer to this link for the updated list of sanctioned banks:

https://www.cignaglobal.com/russia-ukraine-update

Please bookmark this page as this information may change regularly.

Please also note that foreign subsidiaries of these banks are also subject to financial sanctions.

Visa, MasterCard and American Express have recently announced that they are suspending operations in Russia. Additionally American express have suspended all business operations in Belarus.

As a result, Cigna will no longer be able to accept premium payments from a Visa, MasterCard or American Express credit card issued by a Russian bank. Customers who currently use one of these cards to pay their Cigna premium will need to provide us with an alternative card which has not been issued in Russia and is not restricted. Customers can do this via their online customer area or by contacting the customer service team.

Cover

As a result of sanctions, many businesses, including Cigna, are unable to provide services to anyone in the self-proclaimed Donetsk People’s Republic (DNR) or Luhansk People’s Republic (LNR) regions. This means that we can no longer provide coverage after February 21, 2022 to anyone living in the DNR and LNR regions.

Cigna are also unable to offer cover in the Crimea region of Ukraine/Russia.

Due to the ongoing conflict in Ukraine and our inability to guarantee continued access to treatment for customers we have regrettably taken the decision to temporarily halt the sale of policies to new customers moving (inbound) to Ukraine. We will, for so long as we are able, continue to renew and service the policies of existing customers in Ukraine.

Yes, we can still approve treatment in Russia & Belarus, however:
In order to pay claims, we will ask customers with a bank account registered at sanctioned banks to provide us with a bank account with a bank that has not been sanctioned.

If the customer’s health care provider holds an account at a sanctioned bank, we will advise them that they may have to pay for services directly to the provider and we will reimburse the customer to a bank account which has not been sanctioned.

With increasing international sanctions being imposed on Russian businesses and restrictions on their ability to pay or receive payment this may change at short notice. Customers should be aware that as a result we cannot guarantee there will be no disruption to our ability to provide access to treatment in Russia and Belarus.

Cigna’s ability to issue GOPs to a hospital may be impacted due to the current sanctions. As we will not know whether a hospital or particular provider has an account at a sanctioned bank, we will not be in a position to guarantee payment. We can confirm coverage and eligibility for an existing customer, but our ability to pay a hospital or provider will be solely dependent upon the banking institution to which their payment would be made.

Cigna is legally prohibited from accepting or sending payments to any customer, provider, client or broker that has an account with any bank on the sanctioned list. The existence of a fully executed GOP will not override the prohibition on making a payment to a sanctioned institution.

Yes, Cigna is currently continuing to provide coverage subject to all the terms, conditions and limitations of a customer’s policy for customers located in Ukraine (excluding Crimea, the Donetsk People's Republic (DNR) or Luhansk People's Republic (LNR).

Cigna cannot pay for any claims incurred in Donetsk or Luhansk regions on or after February 21, 2022, but can pay for claims incurred before that date up until March 23, 2022, after which no claims incurred in those regions will be payable.

For customers outside the DNR and LNR regions, claims incurred in Ukraine (excluding the Crimea region) will continue to be paid as normal provided they are to an unsanctioned bank. Although as highlighted above, our ability to continue to provide cover or access to treatment may alter at short notice.

Note that our policy wording has a general exclusion which means that we will not pay for treatment which is required as a result of war or conflict or where an individual has deliberately placed themselves in danger in a conflict zone.

Medical evacuations and repatriations caused by war, or an act of war, whether declared or undeclared, riot, civil commotion or police action are excluded from the plan.

Given the complexities of determinations of whether medical treatment is caused by war, claims determinations need to be made and assessed on a case by case basis for customers with these benefits.

No, Cigna has paused all new business quotes on Cigna Global Individual policies for customers looking to relocate to, or currently living in Russia, Ukraine or Belarus.

Yes, at this time, provided that the customer has an address outside of Russia, Belarus or Ukraine at the point of sale. However this may change at short notice.

Cigna is unable to offer cover to any individuals who are subject to financial sanctions.

We are also unable to:

  • Pay claims into bank accounts at sanctioned banks
  • Collect premiums from a bank account held at a sanctioned bank
  • Collect premiums from credit cards which have been issued in Russia or held with sanctioned banks
  • Make premium refunds to a sanctioned bank

Yes, you can. Mid-term adjustments, such as life events, are allowed as long as they are not otherwise subject to sanctions. Customers must also be able to make payments from a non-sanctioned bank account.

Cigna Support

At Cigna, we’re committed to ensuring the health, well-being and peace of mind of our customers and their families. In challenging times such as these, we’re here to support you.

In addition to resources available through our customer service, we can offer customers the following:

Dedicated support helpline - Cigna has activated a 24/7 crisis support line through which customers can access free counselling support. This line can be used when being confronted with trauma, feelings of anxiety or distress. Counsellors will attend the call in English initially, but counsellors or translators speaking additional languages, subject to availability, can join the call upon their request.

In the event of needing urgent support, customers should call:
› Phone number: +44 20 8987 6273

Please note international charges will apply. To minimise charges, a call back service can be requested.

Counselling support can also be arranged by email. All emails are responded to within 48h. Customers should send their details including the number they wish to be contacted on to:

Email address: support@resourcesforyourlife.com

Global Telehealth - Cigna’s Global Telehealth service offers 24/7 access for customers to speak to a doctor by phone or video for non-emergency health issues. This service is available for any health concerns and the doctors are usually available within 24 hours (depending on language preference).

The Cigna Wellbeing™ app is the easiest way to access Global Telehealth and can be downloaded for free from the App Store or Google Play.

Please note that Telehealth services may not be available in all jurisdictions. Not all providers have video chat capabilities and video chat may not be available in all areas. Cigna offers global telehealth in partnership with Teladoc. All doctors are licensed in the countries where they practice medicine and are fully qualified and trained to provide this service.