Before I Login

Please Note –

Change in TPA from Euro Assist to May Fair for Cashless claim facility outside India for Lifetime product is on hold.

If customer call / marks an Email for Cashless claim facility outside India for Lifetime product, HRM will share TPA details of Euro Assist till further Notice.

Please Note –

HUMS tool access has been granted to all the associates of Email and Inbound associates.

Kindly refer below link to access HUMS –

• http://mbihumsapp1.asia.intl.cigna.com/HUMS/

HUM tool is used to check the policy status, renewal status & endorsement status

All associates of Email and Inbound were trained on HUMS

Please Note  -

ManipalCigna has introduced new rider option in Lifetime Product and launch date is 21^st Dec’23 (Tentative)

Below are the Riders which customer can opt –

1. Maternity Expenses
2. Surrogacy Cover
3. Oocyte Donor Cover
4. Cumulative Bonus (Mandatory)
5. Reduction in Pre-Existing Disease (PED) Waiting Period   
6. Worldwide Medical Emergency Hospitalization (Mandatory)

Cumulative Bonus and Worldwide Medical Emergency Hospitalization will be added in customer’s policy if policy is due for renewal ( Automatically) and renewal premium will increase.

If customer wish to buy Lifetime product he/she need to add the rider at the inception of policy

Product Construct is saved in below mentioned path –

• X:\INFO LINKS\Product\Retail\Lifetime Global & India Plan\ ManipalCigna Lifetime Plus Rider Construct V.08

Dear Team,

Please ensure we start pitching for Vaccination during the IB call starting today.

WeCare pitch is being put on que and on call hold hence, we need to start pitching for Vaccination and share the link from CRM – Quick Deliverable – Send.

Please find below the verbiage that IB associates will be using on the calls and sharing the link from CRM to update the vaccination details –

Verbiage:

Request you to kindly confirm if all the members in your family which are included in the policy have been vaccinated.

If YES: It’s great to know that you have vaccinated yourself and the other members in the policy.

Just to keep your vaccination details updated in your health insurance policy;

We are sharing a link with you in which needs to be updated with Insured Name, Vaccine Name, Date of Dose 1 & 2 and Beneficiary ref ID ( 14 digit numerical number). Post updating the beneficiary ID you will need to upload the Vaccination certificate for every Insured member.

If NO: COVID-19 vaccines are an important tool to help stop the pandemic. We urge you to get yourself and your family vaccinated to protect yourselves against the virus. By getting vaccinated first, you serve as a role model & can positively influence vaccination decisions for your family & friends

Closing: Hope you and your family is safe during this pandemic situation. In case you have any queries or need any assistance please feel free to call us on our toll-free number 1800-102-4462 or write to us at customercare@manipalcigna.com

Mentioned below is the email which is shared with the customer requesting him to update the vaccination details.

Dear Customer,

Greetings from ManipalCigna Health Insurance.

This is with reference to your interaction with our representative dated 24-Nov-21 and the service request no. for this interaction is 2021112401849

We request you to access the below link to fill and share the Vaccination related details for the insured members covered in the policy number PROHLN150024804

Click https://bit.ly/2XsFr6O to update.

Assuring you of our best services at all times.

Yours sincerely,

ManipalCigna Health Insurance Company Limited

FAQs about Vaccination details capturing:

• Why do you require this details?
  1. To collect the COVID vaccination status of all ManipalCigna customers as it will help us to take required steps to assist our customers for vaccination in case of need
• What if the customer is not comfortable in giving the information?
  1. It is recommended that you keep your health insurance policy updated with the latest information including the COVID vaccination details
• What if the customer ask that why do you require beneficiary ID, when I am confirming that we are vaccinated?
  1. Beneficiary ID is a unique ID for each individual issued by the relevant authority and this will help us to identify and extend any vaccination related support to you
• Will it impact my premium or claim or anything else in my policy?
  1. No, there will be no impact on your current policy premium or the claim under the existing policy
• What if the customer doesn't remember the exact vaccine taken date, will only beneficiary id be sufficient?
  1. Please ask for vaccination certificate for the insured members and these details can be captured from the certificate
• What needs to be informed in case the customer ask us that whether he is going to get any reimbursement against the vaccine?
  1. You can claim the cost of vaccination under the OPD benefit available under your policy upto the available HMB limit (applicable only for Prohealth policy and subject to approval)
• What if the customer is not vaccinated and he is asking us that are we planning any campaign of vaccination for MCHI customer, will it be chargeable?
  1. We are collecting this information is to evaluate the best possible ways to provide assistance on COVID vaccination to our eligible customer base
• What if the customer is not aware of vaccine details for all insured members, can we take details for few members?
  1. Yes, you can capture information for the available insured members and request customers to write back to dedicated email ID along with policy number for remaining insured members
• Please confirm whether this information needs to be captured from proposer only or from any person whose name is reflecting in the policy (Proposer, insured and nominee)
  1. Information can be captured from Proposer or any Insured member under the policy

Please capture the details in the CRM - Quick Deliverable – Update & Send.

Also, we need to update the same in the Excel –

Please note: THIS IS EFFECTIVE FROM 1^st Dec 2021 

• If customer is facing pre login issue & error is "Details Doesn't Match ", then Scenario 2 should be followed as per the briefing update of 3^rd July 2021
• If the customer post sharing the consent for cancellation come backs stating that he/she wants to continue with MCHI & don’t want the policy to be cancelled, for such scenario email should be marked to retention team as well as looping Risbud, Meeta meeta.risbud@manipalcigna.com  & Utekar, Vaibhav Vaibhav.Utekar@manipalcigna.com in TO & Simerjit, Dharampal & Sudarshan in CC.
• Aadhar card can be accepted in case of baby addition, If Birth Certificate is not available.
• First year vaccination can be paid without any claim opted for Maternity (It is not mandatory to opt for a claim under Maternity), However Final decision will be provided by the claims team.

            Note: The baby has to be new born.

• New Link for CRM And Filenet is as below:

Filenet: https://mbifnicn01.asia.intl.cigna.com:9443/navigator/

CRM    : https://prayag.asia.intl.cigna.com/ManipalCigna/main.aspx#

If the Associate shares the customized renewal link with customer, they will receive the email/SMS mentioning the due date as T + 1 day (T being the renewal end date).

Example:-

End date: 22^nd Jan 2022 but when the SMS/Email is received by customer it will be reflecting as 23^rd Jan 2022

If Customer upgrade the opted plan from Plus to Preferred or Premier, then no waiting period will be applicable for enhanced maternity Sum Insured

However if the customer changes the base sum insured then waiting period will be applicable on enhanced Sum insured.

Please note:

If the customer is requesting us to confirm on which payment modes are available on the shared customized link, kindly refer the below mentioned snapshot & guide them accordingly:

Please Note, instead of pitching the vaccination details at end of the call, we will now pitch the same at the beginning of the call, flow is as below:

Verbiages:

Opening to be Given

Listen to the customer query properly then inform them,  I have understood you concern I’ll surely assist you further (assurance given)

Pitch for vaccination details here

Mr/Ms/Mrs. <Customer name> As im checking the details for your query, Could you please confirm that all the insured members in your policy are vaccinated with 2nd dose?

If Yes:

Request you to kindly confirm on few details (Vaccine name, date<month will work if customer is unaware with the date> & 14 Digit beneficiary Id, tracker to be updated as earlier), post this share the vaccination Link via Quick Deliverable for self Updation

If No:  We urge you to get yourself and your family vaccinated to protect yourselves against the virus

Customers who are eligible for renewal & for vaccination pitching, From tommorrow i.e. 25^th Feb 2022 Pop UP will emerge on the screen once we enter the policy number.

Pitching is to be done mandatorily on the calls getting the pop up.

Snapshot:

If Customer has ported their plan with disclosure of treatment taken during the previous policy, then that disease will be treated as PED with continuity benefit.

Please Note:

We have rolled out Tele UW relaxation for age group 56-65 for all Indemnity products for fresh new business (non-port policies). And Loading Waiver has also been rolled out as an initiative to boost the confidence and increase the uptake of sales.

100 %

This is with respect to the vaccination drive and capturing the customer’s information. The “COVID Vaccination form” on MCHI website >> Quick links section is enabled for the tele-callers to capture the details on behalf of the customers. Please note that the below fields are made non-mandatory because the entire information is not handy with the customers while being over the call.

• Vaccine name
• First Dose Date
• Second Dose Date
• Vaccine Ref ID

Please start capturing the vaccination information on the below screen with immediate effect

Please note:

If customer wants to proposer change in Policy Bazar below process need to be followed and rest changes will be same as per existing process.

In case insured is getting proposer then only consent email is required from the register email id , In case of new member then proposal form is required along with customer consent.

Please Note:

1. If the customer is enquiring about the policy soft copy reprint i.e. for Name, DOB, Gender of the insured person, CB, start date/end date etc. kindly confirm the details on CRM and C2l (DEA) post this share the details with the customer.
2. If detail is incorrect in C2L and also incorrect in soft copy then share the endorsement process or else take a live endorsement request if offline proposal form is available instead taking request for kit reprint or detail correction. And if detail is correct in C2L and incorrect in soft copy then take request  in policy kit details correction

Note: This is applicable for Email & Inbound Both.

3. If we receives mail from internal team to correct/Change in the details in group policies which mistakes done by sales team then we required below details for detail correction

• Channel head’s approval (Or)
• Customer consent with supporting document (Or)
• Inception proposal form (Or)

4. If endorsement has rejected in the case as NEFT details not updated. Close looping need to request the customer to share the NEFT details Instead of  reassigning the case to endorsement.
5. Associates has to check the HB refund tracker and if refund details not available then raise the SRN for cancellation instead of forwarding the case to Manali for refund. Refund team cannot process the refund unless SRN is

Please Note:

Customer will get continuity benefit on entire opted SI for those with existing health cover of 10 Lacs and above in Lifetime policy

Please Note:

Steps to register self and Family member on ProActiv Living portal and initial login process is saved on below path.

Training related data is saved at:-INFO LINKS\Process\Retail\System and Process PPT\Wellness IGS Training

Register on ProActiv Living portal:

Step-1:-

To register on PAL portal, customer need to below URL and then click on Register. https://wellbeing.manipalcigna.com/Account/Login

Step-2:-

Once customer clicked on register button, page will appeared. Then customer need to enter Policy Number, Select Date of Birth of Proposer from dropdown and then need to click on ‘Get Verification Code’.

Step-3:-

Customer need to enter OTP send to Proposer’s mobile number, enter the Password and confirm it by re-entering the same. Then click on ‘Terms & Conditions’ label highlighted in Red box.

Once clicked on Terms & condition label, page will open. Now read all the Terms and condition carefully and then close the open T&C tab as shown in red box in below screenshot

Step-4:-

Once customer closed the T&C tab, customer will back to the registration page. Now customer need to click on checkbox and then then click on “Sign Up” button.  Once clicked on Signup, customer will get the message for completion of registration.

Note:

If Customer is already registered on wellbeing portal, he/she simply enter the registered Email ID and Password and then click on sign in.

Register family member on ProActiv living :

Step-1:-

Step-2:-

Step-3:-

Step-4:-

Dear All,

We are excited to announce the launch of our revamped ManipalCigna ProHealth Insurance Version 6.

Pro Health Version 6 will launched tomorrow (07-Apr-2022)

Below are the changes done in Prohealth V6:-

1. Calculation of HRA and TRA under Healthy Reward Points:-

Under ProHealth v5, customer can earn 2.5% each on completion of HRA or TRA Now under ProHealth v6, customer can earn 2.5% on completion of both HRA and TRA

2. Revised on annual premium:-

Sample premium calculation

100 %

3. Revised the cancellation Grid:-

Rebuttals:-

During Cut-off date of ProHealth Insurance V6 + 90 days i.e. from 7th April till 5th July, renewal of V3, V4, V5 will be to V5 policy only. Please find the below rebuttals for premium hike.

Rising cost of treatment as given below –

During T+90 days for renewal (From 7^th Apr 2022 to 5^th July 2022):

If customer renews from ProHealth V3 to ProHealth V5:-

The change premium shall be basis age and due to the following apart from the age and other conditions such as Zone change, member addition, additional coverage related increase in premiums

1. 1. Modern and Advanced Treatment included
   2. Treatment for HIV/AIDS covered up to SI
   3. Artificial Life Maintenance covered under in-patient hospitalization (The above three treatments were not covered in ProHealth Insurance V3 policy)
   4. Standardization of permanent exclusions and terms and clause

If customer renews from ProHealth V5 to ProHealth V5:-

No impact as there is no change in product version. The change premium shall be basis age and other conditions such as Zone change, member addition, additional coverage etc.

After T+90 days for renewal and NB (on and after 6th July 2022):

If customer renews from ProHealth V3 to ProHealth V6:-

Dear Mr. /Ms. /Mrs. ____, we understand your concern. As you are aware that the health care expenses is witnessing a steep rise every year ,the growing medical costs, lifestyle disease burden and infectious diseases like Coronavirus has impacted the overall treatment cost that led to an overall increase in Health Insurance premiums. The medical cost have increased significantly in last 3 years, with medical inflation hovering around 15% during 2020. Having a robust health insurance coverage has become a necessity for every individual and family, to protect against the medical expenses of the future.

Thus leading to overall increase in Health Insurance premiums across the companies. It has been observed across the health insurance industry that, the premiums were increased in the range of around 10% to 24%.

Pro Health Insurance will continue to provide comprehensive solution for rising health risk. The plan continues to cater to the varied requirements of the dynamic health insurance market including Maternity benefit, Worldwide Emergency Cover, Unlimited Restoration for unrelated illness/injury, Health Maintenance benefit for immediate OPD cover, inflation protection guaranteed cumulative bonus and many more.

If customer renews from ProHealth V4, V5 to ProHealth V6:-

Dear Mr./Ms./Mrs. ____, we understand your concern. As you are aware that the health care expenses is witnessing a steep rise every year ,the growing medical costs, lifestyle disease burden and infectious diseases like Coronavirus has impacted the overall treatment cost that led to an overall increase in Health Insurance premiums. The medical cost have increased significantly in last 3 years, with medical inflation hovering around 15% during 2020. Having a robust health insurance coverage has become a necessity for every individual and family, to protect against the medical expenses of the future.

Thus leading to overall increase in Health Insurance premiums across the companies. It has been observed across the health insurance industry that, the premiums were increased in the range of around 10% to 24%.

Pro Health Insurance will continue to provide comprehensive solution for rising health risk. The plan continues to cater to the varied requirements of the dynamic health insurance market including Maternity benefit, Worldwide Emergency Cover, Unlimited Restoration for unrelated illness/injury, Health Maintenance benefit for immediate OPD cover, inflation protection guaranteed cumulative bonus and many more.

We stay committed to our goal of being “Preferred partner of choice” by providing innovative solutions in the health care space.

Note: Launch Pack including soft copies of relevant Product information materials is available at \\mbifsp01\IGS_Common\INFO LINKS\Product\Retail\ProHealth Ver 6

-          Policy Terms & Condition

-          Prospectus

-          Proposal Form

-          Claim Form

Please Note:-

All Email and SMS communication details for V6 has been saved under below path for the reference.

Path: - IGS_Commo \INFO LINKS\Trackers To be referred by HRM\Trackers To be referred by HRM\Process Related\ V6 communication