CISI – Cultural Insurance Services International
Frequently Asked Questions
Once you are enrolled, you will receive an email from CISI Enrollments (enrollments@culturalinsurance.com), with the subject line ‘CISI Materials’. Attached to this email, you will find the following:
- Brochure (outlining the coverage of the plan)
- ID Card
- Consulate Letter (to obtain your visa, if necessary)
- Claim Form (if you need to submit a claim)
- Link to create a login to our participant portal
- Link to our myCISI Traveler App
In the case of a MINOR injury or illness
Be prepared to pay for doctor visits for minor illnesses such as a sore throat or a sinus infection. Present your card to your medical provider at the time of service. If the overseas doctor is willing to bill us directly, we are willing and able to pay them directly for covered medical expenses. Foreign providers can contact your assistance team (AXA Assistance) toll-free to verify eligibility and/or benefits 24/7/365. If they prefer to have you pay for any medical services, medicines, or equipment out-of-pocket at the time of your visit, hold onto all documents, bills, and receipts, and submit them along with a claim form to CISI for reimbursement.
In the case of a SERIOUS injury or illness
For all emergencies, seek help without delay at the nearest facility and then, after admittance, open up a case with AXA (our 24/7 assistance provider). Our goal is to have the hospital or facility bill us directly. If personal payment has already been processed, we can expedite reimbursement. CISI has the ability to pay by check or wire transfer to foreign hospitals when necessary/requested. AXA is also able to guarantee/make payments when necessary (CISI then reimburses AXA).
For help locating a provider overseas, you can do either of the following:
- Contact the assistance team (AXA) by calling the collect number on your insurance ID card (also provided at the top of this page); OR
- Log in to your myCISI portal or through the myCISI Traveler App and click on ‘Provider Search’. Select your Country and City, and a list of providers will populate. Please note that you can seek treatment at any medical facility abroad. There are no in-network nor out-of-network restrictions.
No, you can seek treatment at any medical facility abroad. There are no in-network nor out-network restrictions.
If you seek medical treatment for an Injury or Illness while abroad and pay out-of-pocket, you are eligible to submit a claim. Claims should be submitted for processing as soon as possible (and no later than one year after treatment was received, if possible).
- Fully complete and sign the medical claim form for each occurrence, indicating whether the Doctor/Hospital has been paid.
- Attach itemized bills for all amounts being claimed and documentation. *We recommend you provide us with a copy and keep the originals for yourself.
- You can submit claims by mail: 1 High Ridge Park, Stamford, CT 06905, e-mail: claimhelp@mycisi.com, or by fax: (203) 399-5596.
Approved reimbursements will be paid to the provider of the service unless otherwise indicated on the form. For claim submission questions, call (203) 399-5130, or e-mail claimhelp@mycisi.com.
Turnaround for claim payments is generally 15 business days from the receipt date. To check the status of your claim, contact CISI at (800) 303- 8120 from 9 am-5 pm EST.
The claim form is provided at the end of your brochure, attached to your welcome e-mail, and on the myCISI Participant Portal. Please follow the directions at the top of the form on how to submit your claim and the necessary documentation you will need to submit with it in order to receive reimbursement.
If you have the myCISI Traveler App, you will find your card and information in the palm of your hand. You can also reprint it from your welcome e-mail or sign into your myCISI portal and access it there.
Another option is to dial (800) 303-8120 or email claimhelp@mycisi.com or enrollments@mycisi.com, and CISI can email you a new ID card within a few minutes.
No. You are covered worldwide except within the United States.
Contact CISI
CISI Claims Department
Hours: 9:00 a.m. to 5:00 p.m. EST, Monday-Friday
Phone: (800) 303-8120 | (203) 399-5130
E-mail: claimhelp@mycisi.com
Team Assist – AXA
Hours: Always available
Phone: (443) 470-3043 | (855) 951-2326
E-mail: medassist-usa@axa-assistance.us
Team Assist Plan (TAP)
The Team Assist Plan is designed by CISI in conjunction with the Assistance Company to provide travelers with a worldwide, 24-hour emergency telephone assistance service. Multilingual help and advice may be furnished for the Insured Person in the event of any emergency during the term of coverage. The Team Assist Plan complements the insurance benefits provided by the Accident and Sickness Policy.
If you require Team Assist assistance, your ID number is your policy number. In the U.S., call (855) 951-2326, worldwide call (443) 470- 3043 (collect calls accepted), or e-mail medassist-usa@axa-assistance.us.
TAP services
The TAP offers these services (these services are not insured benefits):
Medical Referral
Referrals will be provided for doctors, hospitals, clinics or any other medical service provider requested by the Insured. Service is available 24 hours a day, worldwide.
Medical Monitoring
In the event the Insured is admitted to a foreign hospital, the AP will coordinate communication between the Insured’s own doctor and the attending medical doctor or doctors. The AP will monitor the Insured’s progress and update the family or the insurance company accordingly.
Prescription Drug Replacement/Shipment
Assistance will be provided in replacing lost, misplaced, or forgotten medication by locating a supplier of the same medication or by arranging for shipment of the medication as soon as possible.
Emergency message transmittal
The AP will forward an emergency message to and from a family member, friend or medical provider.
Coverage Verification/Payment Assistance for Medical Expenses
The AP will provide verification of the Insured’s medical insurance coverage when necessary to gain admittance to foreign hospitals, and if requested, and approved by the Insured’s insurance company, or with adequate credit guarantees as determined by the Insured, provide a guarantee of payment to the treating facility.
The TAP offers these services (these services are not insured benefits):
Obtaining Emergency Cash
The AP will advise how to obtain or to send emergency funds worldwide.
Traveler Check Replacement Assistance
The AP will assist in obtaining replacements for lost or stolen traveler checks from any company, i.e., Visa, Master Card, Cooks, American Express, etc., worldwide.
Lost/Delayed Luggage Tracing
The AP will assist the Insured whose baggage is lost, stolen or delayed while traveling on a common carrier. The AP will advise the Insured of the proper reporting procedures and will help travelers maintain contact with the appropriate companies or authorities to help resolve the problem.
Replacement of Lost or Stolen Airline Ticket
One telephone call to the provided 800 number will activate the AP’s staff to obtain a replacement ticket.
The TAP offers these services (these services are not insured benefits):
Credit Card/Passport/Important Document Replacement
The AP will assist in the replacement of any lost or stolen important document, such as a credit card, passport, visa, medical record, etc., and have the documents delivered or picked up at the nearest embassy or consulate.
Locating Legal Services
The AP will help the Insured contact a local attorney or the appropriate consular officer when an Insured is arrested or detained, is in an automobile accident, or otherwise needs legal help. The AP will maintain communications with the Insured, family, and business associates until legal counsel has been retained by or for the Insured.
Assistance in Posting Bond/Bail
The AP will arrange for the bail bondsman to contact the Insured or to visit at the jail if incarcerated.
Worldwide Inoculation Information
Information will be provided if requested by an Insured for all required inoculations relative to the area of the world visited, as well as any other pertinent medical information.
The Team Assist Plan provides services and pays expenses up to the amount shown in the Schedule of Benefits for:
- Emergency Medical Evacuation
- Repatriation/Return of Mortal Remains
All services must be arranged through the Assistance Provider.
The Company shall pay benefits for Covered Expenses incurred up to the maximum stated in the Schedule of Benefits, if any Injury or covered Sickness commencing during the Period of Coverage results in the Medically Necessary Emergency Medical Evacuation of the Insured Person. The decision for an Emergency Medical Evacuation must be ordered by the Assistance Company in consultation with the Insured Person’s local attending Doctor.
Emergency Medical Evacuation means:
a) the Insured Person’s medical condition warrants immediate transportation from the place where the Insured Person is located (due to inadequate medical facilities) to the nearest adequate medical facility where medical treatment can be obtained; or
b) after being treated at a local medical facility, the Insured Person’s medical condition warrants transportation with a qualified medical attendant to his/her Home Country to obtain further medical treatment or to recover; or
c) both a) and b) above.
Covered Expenses are expenses, up to the maximum stated in the Schedule of Benefits, Emergency Medical Evacuation, for transportation, medical services, and medical supplies necessarily incurred in connection with Emergency Medical Evacuation of the Insured Person. All transportation arrangements must be by the most direct and economical route.
The Company will pay the reasonable Covered Expenses incurred up to the maximum as stated in the Schedule of Benefits, Return of Mortal Remains, to return the Insured Person’s remains to his/her then current Home Country, if he or she dies. Covered Expenses include, but are not limited to, expenses for embalming, cremation, a minimally necessary container appropriate for transportation, shipping costs, and the necessary government authorizations. All Covered Expenses in connection with a Return of Mortal Remains must be pre-approved and arranged by an Assistance Company representative appointed by the Company.
Coverage (up to the amount shown in the Brochure’s Schedule of Benefits, Security Evacuation) is provided for security evacuations for specific Occurrences. To view the covered Occurrences and to download a detailed PDF of this brochure, please go to the following web page: http://www.culturalinsurance.com/cisi_forms.asp