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Cigna Emergency Contacts: Actions in the Event of a Sudden and Unforeseeable Medical Emergency for MBP Members in Country Offices

This page provides information to country office staff regarding the actions during a sudden, unforeseeable medical emergency or an accident. Medical Benefits Plan (MBP) members should complete these steps for:

Admission to a hospital within Cigna International Health Services’s network

·         Refer to Cigna’s network at to identify a provider.

·         Show the Cigna medical insurance card to the medical provider at the time of admission.

Note: In an emergency, a staff member can be admitted to a hospital without requesting prior approval from Cigna.

Contact Cigna immediately, preferably by telephone, or send an email, if it is not possible to present the Cigna medical insurance card.

Note: The hospital or the staff member’s spouse, family member, or colleague may contact Cigna in place of the staff member. Cigna will require the patient’s full name and the staff member’s UPI number. Cigna accepts collect calls.

Cigna will send the Guarantee of Payment (GoP) within two hours of receiving notification of the emergency.


Admission to a hospital which is not part of Cigna’s medical network

·         Inform Cigna, preferably by telephone, or by email that the patient has been admitted to a hospital in an emergency.

Note: The hospital or the staff member’s spouse, family member, or colleague may inform Cigna that the patient has been admitted to a hospital in an emergency. Cigna will require the patient’s full name and the staff member’s UPI number. Cigna accepts collect calls.

Cigna will send the GoP within two hours of receiving notification of the emergency.

If hospitalization lasts more than the period guaranteed in the GoP, the hospital must complete the Extension of Stay form. This form is sent to Cigna’s Medical Advisory Board to extend the period covered in the GoP.

If Cigna is not accessible in a life-threatening situation, the staff member may call the World Bank Group Security on (202) 458-8888 and ask for the medical duty officer.

Note: In case of conflict between this guidance and the applicable staff rule, the staff rule prevails.