Frequently Asked Questions

Adding or removing someone from your account is easy, and available 24/7 to HR administrators. Plan administrators can remove someone by visiting our secure customer portal. If you are a member wanting to add or remove a dependent from your account, please visit your Human Resources office for additional assistance.

You may change your address by submitting a request on our customer portal or by advising your HR department who can make this change on your behalf.

Electronic download of your Digital ID card can happen right on your smartphone! Alternatively, you can print a hard copy of your ID card. Login or Register at and follow the instructions to get your copy.

All local providers are able to invoice CG directly, if they choose. Please check with your individual provider at the time of service or prior to your scheduled appointment. When searching for US providers, you may visit www.aetna.com/asa. Please ensure your plan includes overseas coverage. If you have questions, contact us at the number listed on your digital ID card.

Most of the common prescription drugs will be covered under your medical plan. If you or your physician have questions about specific drugs, including compound drugs, please call us at the number listed on the back of your ID card.

A deductible is an amount the insured is responsible for before the insurance plan pays. The deductible does not include non-covered expenses under the plan.

Coinsurance is a percentage of the amount you will be charged for services related to your insurance. You start to pay coinsurance after your deductible has been satisfied.

A copay is a fixed amount you pay for health care services, usually given when you receive the service. The amount can vary by type of service and type of provider. Not all plans contain a copay feature.

An out-of-pocket maximum is a cap, or limit on the amount of money you have to pay for covered health care services in a plan year. If you meet that limit, your health plan will pay 100% of all covered health care costs for the rest of that plan year. A plan year is a 12 month period from January 1 through December 31.