Patients may more frequently start to present your office with their Cigna Healthcare digital ID cards. Your patients have the option to:

• Share their digital ID card image on a phone screen in the office
• Relay the information verbally over the phone to preregister for their appointment
• Upload a digital ID card image to your health portal
• Email a digital ID card image directly to your office from the myCigna app
• Print a copy of their digital ID card and share it with your office

Cigna Healthcare understands that providers are at varying stages of readiness to accept digital ID cards, and we are committed to making the transition as smooth as possible for you. From verifying a patient’s benefits and eligibility to accessing ID cards online, below are tutorials to help you and your office staff be ready:

• Benefits, eligibility, and ID card look-up step-by-step guide for desktop reference
• Benefits, eligibility, and ID card look-up video

For more information on our digital capabilities, please visit our Education and Training page.

Your patients (and their employers) who are switching to digital-only ID cards will receive communications and guidance from Cigna Healthcare to make the transition as seamless as possible. If your patients ask you questions about accessing their digital ID cards, you can direct them to the Member Guide on Cigna.com, which includes:

• Directions on how to download the myCigna app
• Accessing digital ID cards via myCigna.com and the myCigna app
• How to use digital ID cards at a provider’s office

1. Why is Cigna Healthcare transitioning to a digital-only ID card?
Digital-only ID cards are a logical next step in Cigna Healthcare delivering on customer, client, and provider requests for more digital-first solutions. Further, as patient health plans change and the information on ID cards needs to change along with it, Cigna Healthcare can make digital updates in real-time with greater efficiency, speed, and security compared to producing physical ID cards.

2. When might providers see a patient with a digital-only ID card from Cigna Healthcare?
Because digital ID cards are not new, you may be seeing digital ID cards today. However, throughout 2024, Cigna Healthcare will transition more customers to digital-only ID cards, with the goal to fully transition all customers by 2025.*

3. What happens if a patient shows up to their appointment without their ID card?
Please do not turn away patients if they present to an appointment without an ID card. Please direct your patients to get a copy of their digital ID card on the myCigna app or by visiting myCigna.com. For more information, please see Resources for your patients.

Providers and their office staff can also view and print a patient’s ID card (see question #4 below) or verify eligibility and benefit information by logging into Provider.Evernorth.com. If unable to access Provider.Evernorth.com, they can also call Provider Services at 800.926.2273.

4. If a patient doesn’t have a digital ID card, can providers contact Cigna Healthcare to obtain one?
No. To protect customer protected health information (PHI) and avoid fraud, Cigna Healthcare will never email or text digital ID card images. However, you can access your patient’s digital ID card by logging into Provider.Evernorth.com.
Patients can also securely log on to myCigna.com or the myCigna app and share their own ID card images with you.

5. Can providers view and print a patient’s ID card?
Yes. Your office can view, download, and print a patient’s digital ID card from Provider.Evernorth.com (see the screenshot below). For more information, please see Digital ID card toolkit.

6. What happens if a provider can’t check a patient’s benefits and eligibility on Provider.Evernorth.com?
The provider should call Provider Services at 800.926.2273. At least three of the patient criteria listed below are required to check benefits and eligibility:

• Identification (Examples include Cigna Healthcare ID number, case number, authorization number, or claim number)
• Name (first & last)
• Date of birth
• Address
• Telephone number

7. Where can providers refer their patients if they have questions about digital ID cards?
Please refer patients to the Member Guide on Cigna.com, which includes:

• Directions on how to download the myCigna app
• Accessing digital ID cards via myCigna.com and the myCigna app
• How to use digital ID cards at a provider’s office

For more information, please see Resources for your patients.

* Some states have mandates that prohibit digital ID cards. Colorado, Texas, Minnesota, New York, Florida, and Georgia have certain exclusions. Patients residing in these states may continue to receive physical ID cards in the mail depending on their plan type.