INFORMATION SHEET CGS CUSTOMER PORTAL REGISTRATION AND LOG IN

Transcription

1 INFORMATION SHEET CGS CUSTOMER PORTAL REGISTRATION AND LOG IN The following information describes how an employee registers for and logs in to the Cigna Guided Solutions (CGS) Customer Portal. To register for and log in to the CGS Customer Portal 1. Launch the following URL: The Cigna Guided Solutions marketplace opens. Figure 1: Cigna Guided Solutions marketplace website 2. Click the Go button in the Log In Here section. A new browser window opens where you enter your user ID and password. 1 Figure 2: Cigna Guided Solutions Customer Portal Login Page

2 3. Do one of the following: a. If you have been a Cigna customer within the last two years at your current employer, and have created a mycigna.com user ID and password, continue with your mycigna.com user ID and password to log in. Notes: Most coverages allow a two-year run-out period after the coverage cancellation date. If you have been a Cigna customer within the last two years at your current employer, and had created a mycigna.com user ID and password but have forgotten your user ID or password, click Forgot User ID or Forgot Password respectively to have either one reset. Any mycigna.com user ID and password that you created while covered under a different employer will not work here. Your mycigna.com user ID and password must be associated with your current employer. Do not use your login credentials from any previous Cigna online benefits enrollment tool because those credentials are no longer valid. b. If you are a new Cigna customer, or were an existing Cigna customer at a previous employer, click the Register Now button. The Registration page opens at the Enter Personal Details tab. Figure 3: Enter Personal Details tab 2

3 i. Enter your personal details in each of the fields on the Enter Personal Details tab and click Next. Note: Your personal details information must match the information that your employer supplied to Cigna. The Confirm Your Identity tab opens. Figure 4: Confirm Your Identity tab ii. Enter your Social Security number and click Next. The Create User ID tab opens. Note: If you receive an error after you enter your Social Security number and click Next, make sure that you have correctly entered your personal details on the Enter Personal Details tab. You can click the Previous button to go back to the Enter Personal Details tab, verify your information, make any changes necessary, and then continue in the process. For security purposes, the system does not highlight specific errors. You must verify each key field carefully, and pay particular attention to your date of birth and zip code, because these are easy to mistype. 3

4 Figure 5: Create User ID tab iii. Create your user ID and password, enter your address, select your security questions and answers, and then click Next. Note: The system uses your personal details and your security questions to validate your identity if you forget either your user ID or password. The system also uses the personal information that your employer sends to Cigna that allows you to sign up for Customer Portal access. For more information, see Troubleshooting. Important! The user ID and password that you create for access into the CGS Customer Portal becomes your user ID and password for access into your mycigna.com account (with your current employer) in the following cases: You do not have an existing mycigna.com user ID and password. Your existing mycigna.com user ID and password is with a previous employer or under another existing coverage (as a dependent, for example). If either case applies to you, remember that your CGS Customer Portal user ID and password will become your mycigna.com user ID and password. 4

5 The Review & Submit tab opens. Figure 6: Review & Submit tab iv. Review the information on this page to ensure that it is correct, and then click Submit. You return to the Login to Cigna Guided Solutions page. 5

6 v. Enter your user ID and password that you just created and click Login. The User Agreement page opens. Figure 7: User Agreement page vi. Select the I Agree button for the User Agreement. The system logs you in to the Customer Portal. Note: The User Agreement displays once at initial log in. The User Agreement does not display at subsequent log ins. 6

7 Troubleshooting Review the following troubleshooting information if you are having issues registering for the CGS Customer Portal. Confirm Your Identity Tab The following information describes issues that you may encounter in the Confirm Your Identity tab. If you receive an error after you enter your Social Security number, it is because the system does not recognize your personal details, which can affect your ability to register. Figure 8: Error message on the Confirm Your Identity tab You can receive an error because of any of the following reasons: Recent name change Hyphenated names try entering your name using a space instead of a hyphen Using a different name than what is on your paycheck try using the name that is on your paycheck Recent address change if you moved recently, make sure that your employer has your new address. Otherwise, try entering your previous address. Date of birth is incorrect with your employer Social Security number is incorrect with your employer When you receive an error, you can do either of the following: Click Previous to go back to the Enter Personal Details tab to verify that you entered your personal details correctly. Click Cancel to cancel the registration process. 7 The Cancel Account Registration dialog opens, prompting you to confirm whether you want to cancel your registration. Click Yes. You return to the Login to Cigna Guided Solutions page.

8 Note: You can only attempt to register your account a maximum of three times before you receive an error and the system prevents you from registering for one hour. Figure 9: Maximum registration attempts error message Create User ID Tab The following information describes issues that you may encounter in the Create User ID tab. Keep the following in mind when you create your user ID and password: Make sure that you use the correct format when you create your user ID and password, and that your intended user ID is available for you to use. Figure 10: Validating a user ID 8

9 Figure 11: Validating a password Do not use your Cigna ID or Social Security number as your user ID. You can click the Check Availability link to make sure that your user ID is unused. Make sure that your password is between 6-12 characters with one number, one letter, and no spaces. The only special characters allowed are _!. In general, make sure that you are using the information that your employer has on file for you. In addition to validating the personal information that you enter, the system also uses the personal information that your employer sent to Cigna. Make sure that the information that you are using to sign up matches the information that your employer has on file for you. Notes: If you have any questions about the CGS Customer Portal or mycigna.com, or continue to have issues specific to registering for or logging in to either the CGS Customer Portal or mycigna.com, contact Cigna at If you have any questions regarding your online enrollment, including questions such as how to navigate the CGS technology, enroll into benefits, or understand plan options, contact one of the following numbers, depending on the Cigna products your employer offers: Cigna SureFit plans contact All other Cigna plans contact All Cigna products and services are provided exclusively by or through operating subsidiaries of Cigna Corporation, including Cigna Health and Life Insurance Company, Connecticut General Life Insurance Company, Life Insurance Company of North America, Cigna Life Insurance Company of New York, Cigna Benefit Technology Solutions, Inc., and HMO or service company subsidiaries of Cigna Health Corporation and Cigna Dental Health, Inc. The Cigna names, logos, and other Cigna marks are owned by Cigna Intellectual Property, Inc Cigna April 2017