Frequently Asked Questions

General Information

With MDLIVE for Cigna, you can access board-certified doctors and mental health professionals by video or phone. MDLIVE for Cigna is a low-cost, convenient option for non-emergency medical conditions, preventive wellness screenings, and behavioral health services. MDLIVE for Cigna doctors are available 24/7/365 to diagnose and treat urgent care needs and can have a prescription sent directly to your pharmacy, if appropriate. Appointments must be scheduled for virtual wellness screenings and behavioral care visits.

MDLIVE for Cigna is available anywhere in the United States**. Your MDLIVE doctor will be licensed in the state in which you are located at the time of your visit.

**In Arkansas and Idaho; an initial visit must be completed via video. After an initial visit, subsequent consultations may be completed via phone.

All MDLIVE for Cigna doctors are U.S. board-certified and specially trained to deliver care virtually to treat a wide range of patients and conditions. MDLIVE for Cigna doctors have an average of 15 years of experience and most practice in-person care along with telemedicine-based care.

Yes. Confidentiality is a critical component of MDLIVE for Cigna’s Code of Ethics. We take your privacy very seriously. Laws are also in place to protect your privacy. The HIPAA Privacy Rule is designed to be a minimum level of protection. Some states have even stricter laws in place to protect your personal health information.

Cigna customers and covered dependents with Cigna medical coverage are eligible to use virtual care.

While some of our providers speak other languages, MDLIVE services are currently only available in English and Spanish.

Covered members and eligible dependents may access the program by either:

Logging into myCigna.com or the MyCigna mobile app, locate the “talk to a doctor or nurse 24/7” callout and click “Connect”
Logging into mdliveforcigna.com
Calling 1-888-726-3171 to speak with an MDLIVE customer service representative

Medical Care with MDLIVE for Cigna

Your primary care physician is unavailable
You need care at any time of day or night, including weekends and holidays
You are considering an ER or an urgent care center for a nonemergency medical issue
You need to request prescriptions or get refills
You are traveling and in need of medical care

Acne
Allergies
Cold/Flu
Constipation
Cough
Diarrhea
Ear Problems
Fever
Headache
Insect Bites
Nausea
Pink Eye
Rash
Respiratory Problems
Sinus Infection
Sore Throats
Urinary problems/UTI *Females only
Vaginitis
Vomiting

Minor children can receive medical care through MDLIVE. You may select a pediatrician from the MDLIVE network to provide the care. A parent or legal guardian must participate in the consultation between the physician and a minor child.

MDLIVE cannot provide care for children under three with a fever or children under twelve with ear pain.

A typical medical care visit is about 10 minutes long.

The cost of the visit depends on your medical plan. Your cost will be displayed to you prior to setting up your appointment.

If any payment is due after your health plan benefit is applied, you may pay with credit and debit cards, as well as health savings accounts and flexible spending accounts. Your form of payment will be requested prior to the visit, but will only be charged AFTER the visit is completed and benefits information is received from Cigna.

You can cancel your appointment and receive a full refund, provided you cancel at least 24 hours before your appointment time.

Yes. The claims will be processed by Cigna and you will receive an explanation of benefits (EOB), just as you do when other medical claims are processed.

Yes. If the MDLIVE provider believes medication is warranted, he or she can write a prescription for nonnarcotic medications, which can be sent electronically to your preferred pharmacy.

If for any reason your pharmacy is unable to receive e-prescriptions, a traditional prescription can be faxed. The prescription is fully compliant and includes all required information.

Please note:

MDLIVE providers will prescribe antibiotics in accordance with sound medical practice. As such, prescriptions will adhere to recommended dosage when issued. The MDLIVE providers closely monitor prescription use through the patient's EMR, and will refer a patient to their PCP if prescriptions are not having the desired effect or if the provider believes in-person care is required.

IMPORTANT: Some state laws require that a provider can only prescribe medication in certain situations and subject to certain limitations. MDLIVE providers will not prescribe substances controlled by the DEA, including narcotics, pain medications and mood stabilizer, for nontherapeutic use, and/or those which may be harmful (potential for abuse or addiction).

MDLIVE is not intended to replace your primary care physician. For common or chronic conditions, a virtual consultation can sometimes replace a provider's office or emergency room visit. Communication with your primary care physician is important for continuity of care.

No. MDLIVE is designed to handle nonemergency medical issues. You should NOT use telehealth if you are experiencing a medical emergency. If you have a medical emergency, dial 911 immediately.

If the patient’s chief complaint is inappropriate for telemedicine, he or she will be directed to in-person care instead of a virtual visit. MDLIVE will also refuse treatment to minors who are not accompanied by a parent or legal guardian.

Yes, you can upload and share an image.

Yes. Before meeting with the doctor, the MDLIVE platform will prompt you to complete a thorough health profile and health risk assessment. Your doctor will review this information in advance to better understand your history, lifestyle, and health concerns.

Yes, this can be done with your permission. The MDLIVE patient portal has a PCP tab that allows you to document your PCP who, with your permission, will receive a record of every telehealth visit you have with MDLIVE.

Yes. MDLIVE provides a consultation summary following your online visit and you can elect to share your consultation summary with your primary care provider.

Yes. Like seeing any provider, if you are referred to another provider, the consultation fees still apply.

Virtual Primary Care with MDLIVE for Cigna

Virtual Primary Care provides a full suite of primary care services, including preventive wellness screenings and routine care for everyday health needs and chronic conditions.

Virtual Primary Care gives you access to board-certified doctors from almost anywhere via video or phone with evening and weekend appointments available.

A virtual wellness screening is an appointment with a board-certified doctor offered through MDLIVE for Cigna. You will complete a health risk assessment survey and get lab work done at a local LabCorp or Quest facility before your screening. Then during your scheduled video or phone visit, your doctor will review your health assessment and lab results with you, including identifying any potential health issues, discussing ways you can improve your health, and suggesting follow-up care, if necessary.

Virtual wellness screenings and the associated lab work are covered at no cost* to you as part of your preventive care benefits through your health plan.

A virtual wellness screening usually takes about 15 minutes to complete. Appointments are easy to schedule, with convenient scheduling options, including weekends and evenings.

There are two easy ways to schedule an appointment:

Log in to myCigna, click "Talk to a doctor"
Call 888-726-3171. MDLVE customer care team is available 24/7/365 to help make your appointment

Whichever way you access your account, you will select "Primary Care" from the list of services and follow the prompts to schedule your wellness screening.

Yes. This allows for a more thorough discussion when you speak with your doctor. Labs can be completed at conveniently located LabCorp or Quest facilities. Fasting is not mandatory for your lab tests.

Lab tests include a general health panel, lipid panel, and HbA1c test. These tests will help your doctor assess your risk for high cholesterol, diabetes, and other health conditions. In addition, the labs will also take readings on blood pressure, height, weight, and waist circumference.

No. Currently, virtual wellness screenings and routine care visits are only available for adults 18 years of age and older.

Upon request, your virtual wellness screening results can be shared with your primary care doctors.

Yes. Virtual wellness screenings serve the purpose of education, prevention, and early detection of clinical conditions, and a prescription can be written, if necessary, as determined by your doctor. Your doctor may recommend a follow-up routine care visit as part of your treatment which can be scheduled by following the scheduling instructions above.

Once MDLIVE receives your lab work, you will receive a text message informing you that the labs have been received. You will be able to review your lab results in your Lab Folder found in the MDLIVE patient portal and prepare any questions for discussion with your doctor.

Virtual routine care helps you manage chronic conditions and establish a relationship with a Virtual Primary Care Provider (PCP). Your dedicated Virtual PCP will help manage your health and well-being through regular visits, labs, diagnostics, and specialist referrals. During your appointments, your doctor can order ad-hoc labs to measure the success of your treatment plans. Your visit cost will be displayed prior to scheduling your appointment.

Yes. You can choose a dedicated MDLIVE Virtual PCP, so the doctor can get to know you and your health concerns. You also have the flexibility to change your provider at any time.

No. A virtual wellness screening is not required but is recommended.

Yes. MDLIVE Virtual PCPs can help you manage new and existing chronic conditions.

Routine care is appropriate for a wide range of non-urgent health needs that you would typically address with an in-person PCP visit, including medication refills and more complicated health needs like diagnosing and managing chronic conditions, such as diabetes, high blood pressure, cholesterol issues, thyroid conditions, asthma, and COPD.

No. Currently, both routine care visits and virtual wellness screenings are only available for adults 18 years of age and older.

Behavioral Health with MDLIVE for Cigna

With behavioral virtual care, you can see an MDLIVE counselor or psychiatrist via video or phone, anywhere and anytime that works for you.

Addictions
Anxiety
Bipolar Disorder
Depression
Grief and Loss
LGBTQIA Support
Life Changes
Men's Issues
Panic Disorders
Parenting Issues
Postpartum Depression
Relationship Issues
Stress Management
Trauma & PTSD
Women's Issues

The cost of the visit depends on your medical plan. Your cost will be displayed to you prior to setting up your appointment.

You can cancel your appointment and receive a full refund, provided you cancel at least 24 hours before your appointment time.

Visits with a counselor are typically 45 minutes. Initial visits with a psychiatrist last approximately 1 hour, while follow-up visits for medication management are 15 minutes.

MDLIVE virtual behavioral services can typically be scheduled within 4-7 days. Once you choose a provider, you can schedule an appointment at a convenient time for you. Many providers offer appointments during daytime, evening, and weekend hours.

Absolutely. MDLIVE behavioral health services are meant to be ongoing. At the end of your visit, your provider will schedule a follow-up appointment.

You can select a provider of your choice form MDLIVE’s national network of licensed doctoral-level psychologists and master’s level therapists, as well as board-certified psychiatrists. Each provider is credentialed according to NCQA guidelines and trained on best practices in behavioral virtual care.

A counselor provides guidance and support by talking to you. They do not prescribe medications. A psychiatrist is a medical doctor who primarily prescribes medication for the treatment of behavioral health conditions.

Yes. Your provider will work to understand how you’re currently feeling as well as any important history, what you’d like to accomplish, and then work with you to identify the right treatment plan for you. With virtual care, you have the added conveniences of no travel time and can receive care anywhere.

Only psychiatrists can prescribe medications. If appropriate, he or she will send your prescription electronically to the pharmacy of your choice. If your pharmacy is unable to receive e-prescriptions, a traditional prescription is generated for MDLIVE providers to sign and fax.

Note: MDLIVE psychiatrists can prescribe many types of antidepressants and mood stabilizers, among other things. They cannot prescribe controlled substances (narcotics, benzodiazepines, or stimulants.

No. All behavioral health visits are scheduled in advance.

There are two ways to connect with a therapist - either by video or phone.

If you have feelings that you may want to hurt yourself or someone else, please dial 911 or call the crisis counselors at
1-800-273-TALK (8255), where you’ll be connected to a skilled, trained counselor at a crisis center in your area 24/7.

Dermatology with MDLIVE for Cigna

Virtual dermatology gives you fast, customized care for skin, hair, and nail conditions by board-certified dermatologists. Simply answer a few questions online about your condition and upload photos to our secure platform. You will receive a diagnosis, treatment plan, and prescription, if appropriate, from your dermatologist within 72 hours – and usually within 24 hours. No long waits or appointments are required.

Step 1: Login or register on myCigna.com and select "Talk to a doctor." Then select "Connect" under the medical option.

Step 2: Select the "Dermatology" service offering option from MDLIVE, which is shown along with your out-of-pocket cost.

Step 3: Click on the "Start/Resume Visit" button to start your visit.

Dermatologists are able to care for most common skin, hair, and nail issues by seeing photos and a description of the condition. You will answer a few basic questions, provide a brief medical history, describe your symptoms, and upload photos of your condition you are seeking treatment for. Within 72 hours – and usually within 24 hours – you are notified of your diagnosis and treatment plan from a board-certified dermatologist. Prescriptions, if appropriate, will be sent to your local pharmacy.

In addition, you may submit a message to your dermatologist for up to 30 days after your visit through the portal if you have an additional question or comment – at no additional cost.

MDLIVE dermatologists are trained to diagnose and treat over 3,000 medical conditions affecting the skin, hair, and nails. Some of the most commonly treated conditions include but are not limited to acne, dermatitis, eczema, folliculitis, psoriasis, rosacea, and more.

Virtual dermatology is available 24 hours a day, 7 days a week, 365 days a year, even on holidays. Virtual dermatology is a convenient alternative to visiting the dermatologist's office or as a way to avoid a lengthy wait for an in-office appointment.

Adults and minors under the age of 18 can be seen with parent or guardian consent.

Please note that pregnant or nursing mothers, or those who are trying to become pregnant, are not permitted to conduct a virtual dermatology visit. Virtual dermatology services are not to be used in the event of an emergency. In case of a life-threatening medical emergency, dial 911 immediately.

While most issues are successfully resolved virtually, the doctor may determine that an in-office visit is needed for a more accurate diagnosis or to best address the condition. That in-office visit would be outside of MDLIVE dermatology services, and payment or insurance coverage for those services would be separate. Patients who are unable to be treated online are fully refunded the cost for their MDLIVE appointment.

Your employer's benefits will apply to these visits. Your visit cost will be displayed prior to starting a visit.

We have the largest national network of dermatologists certified by the American Board of Dermatology or the American Osteopathic Association. All dermatologists live in the United States and only see patients in states for which they are licensed. Each dermatologist is credentialed according to NCQA guidelines.

Yes! You may select any dermatologist in our network who is licensed to practice in your state. If you are currently seeing a dermatologist and they are in our network, you may select that doctor — or pick someone new. If you choose "no preference," you will be treated by the next available dermatologist licensed to practice in your state.

You may submit questions via message to your online dermatologist for up to 30 days after your visit through the MDLIVE portal at no extra cost if you have an additional question. Simply follow the same login process and click on "Start/Resume Visit," where you will see the option to message your doctor.

No. Each visit covers the review, diagnosis, and treatment plan for one condition of the skin, hair, or nails.

*For customers who have a non-zero preventive care benefit, MDLIVE virtual wellness screenings will not cost $0 and will follow their preventive benefit.