We would like to inform all AFS-USA volunteers that, in January, the claims and reimbursement process of the AFS participant medical plan will be changing. We wanted to give you a heads-up in case you get any questions from students or host families. Most importantly, the hosted students’ current coverage and benefits will remain the same, with some additional enhancements. AFS is sending an updated Medical Plan Pamphlet that includes the benefits to the participants and their natural family/ guardian(s). For your reference, the new Medical Plan Pamphlet can be accessed online now and will be posted to Help & Learning for Volunteers, Help & Learning for Host Families, and Help & Learning for Study Abroad Students and Families before the end of December.

Effective January 1, 2025, AFS will work with new service providers for medical insurance.
Insurance Provider: Cigna Life Insurance Company of Europe SA/NV
Claim Administrator: Willis Towers Watson GmbH

Please note that services provided on December 31 or earlier will still be covered and paid for by the current GMMI medical plan.

IMPORTANT INFORMATION ABOUT FILING MEDICAL CLAIMS

There are two additions to coverage that were not covered under our previous medical plan: Emergency Dental is now part of the plan with a raised limit of $600 USD and non-emergent surgery for sports injuries coverage has been added.

The process for filing claims and receiving reimbursements will differ depending on the type of medical service.

1. Hospitalization: If the hosted student needs to be hospitalized during the program, the insurance company will work directly with the hospital to pay the medical bills. Neither the hosted student nor the host family needs to pay anything upfront – this is the same as it’s always been.

2. Outpatient (Ambulatory) Care: For non-hospitalized medical treatments, there are two possible scenarios:

• In-Network Providers: If the medical service is provided by one of Cigna’s 550,000+ in-network providers across the U.S., the insurer will pay the bill directly. To maximize convenience and benefits, we highly recommend using in-network providers whenever possible. You can locate in-network providers using the Cigna App, which participants will have access to, or going to this public webpage (click on “Find a Doctor”, select “Employer or School” and PPO – Preferred Partner Organizations).
• Out-of-Network Providers: If the hosted student uses an out-of-network provider, it is possible that the provider will require the bill be paid upfront by the participant*, host family, or the AFS office. A claim for reimbursement can then be filed through the Cigna App or by email (afs@wtwco.com), and the payment will be reimbursed to the party who settled the bill. If assistance is needed in this process, please contact the AFS office.
  
  * If the participant is in the U.S. on a YES or FLEX program, the bill must be paid by the host family or the AFS office.

Insurance ID and App Access

In December, Cigna will send the digital insurance certificate and ID card, along with other important information, directly to the hosted student via the email address on file with AFS. The Cigna App will also be available, providing easy access to in-network provider information and the ability to file claims.

Here is the contact information for the help desk of the new providers, in case a student or host family asks you about it (note that we have been told that they will only speak to the student):

• E-mail: afs@wtwco.com
• Phone number: +1 888 545 4518 (toll free)
  (Please note that this number will be active only from January 1, 2025!)

If you have any questions about these changes, please contact the AFS-USA Support and Learning Team, at 800-237-4636.

Thank you!