The International School of Kuala Lumpur (ISKL)

Customer Satisfaction Survey on Insurance Services

Tell us about your experience with Cigna Healthcare

Thank you for taking the Customer Satisfaction Survey. Please help us by taking a few minutes to complete the survey regarding the services that you have received so far from Cigna Insurance.

Section 1: Cigna Customer Support & Online Platforms

1. How would you rate the following services provided by Cigna Insurance;

A. OUR STAFFS

B. CIGNA ENVOY PORTAL

C. CIGNA ENVOY MOBILE APP

2. Overall, how would you rate your experiences with Cigna Insurance on the following;

3. Is there anything you would like to add with regard to Cigna services? We love feedbacks.

Section 2: Cigna Medical Network

4. To date, have you visited a clinic within Cigna Medical Network (CignaLinks) on a Direct Billing Settlement?

Yes, please continue to Question (5).No, please skip to Question (6).

5. Please choose the reason(s) as to why you would utilize Cigna Direct Billing Settlement. You can tick more than 1 option.

Panel clinic is located within my area of vicinity.My preferred clinic is part of Cigna Medical Network.Cigna has a wide medical network in Malaysia and other countries.Claim submission is not required when visiting Panel clinics.It is on a cashless basis.

5a. Usually, how do you locate the Panel Clinics (CignaLinks) for Direct Billing Settlement?

By using the Cigna Envoy Portal/Mobile AppBy contacting Cigna for the Panel ListingBy contacting Pacific Prime for the Panel ListingNot applicable

5b. How would you rate your overall experiences with Cigna Direct Billing Settlement?

6. Please choose the reason(s) as to why you did not utilize Cigna Direct Billing Settlement to date. You can tick more than 1 option.

I did not require any visits to a medical practitioner for this year.My preferred clinic is outside of Cigna Network.Cigna Panel Clinics is located outside my area of vicinity.I am unsure where to locate/identify Cigna Panel Clinics from.I prefer to Pay-and-Claim.

Section 3: Cigna Claims Process

7. Have you submitted any claims to Cigna for the past 6 months (inclusive of your dependents if any)?

Yes, please continue to Question (8).No, please skip to Question (9).

8. Which method did you opt for in submitting your medical claims to Cigna? You may tick more than 1 option.

By Cigna Envoy Portal/Mobile AppBy Email SubmissionThrough the broker (Pacific Prime)

8a. Did you encounter any issues when submitting your claims to Cigna or during the review process?

Yes, please do specify in details;No, please skip to Question (9).

8b. Who did you reached out to rectify the issue? You may tick more than 1 option.

Cigna InsurancePacific PrimeOur School HR/colleaguesNot applicable

8c. Were the issues raised resolved satisfactorily?

YesNo, please do specify in details why;

9. Overall, how would you rate your experiences with Cigna Claims process in terms of the following;

My claims were processed within the stipulated timeframe (i.e 15 working days) upon complete submission of documents to Cigna.

My processed/completed claims were reimbursed on time (i.e 7-10 working days from the payment date) via bank transfer.