The world of international health insurance is changing rapidly. From digital transformation to shifting global health priorities, today’s consumers expect more transparency, flexibility, and accessibility than ever before.
To better understand what’s ahead, International Citizens Insurance spoke with Neil Kirby, CEO of Cigna Global Individual Health, about the key forces shaping the future of global healthcare, what expats and globally mobile individuals should know, and how innovation is redefining the customer experience.
Below, he shares insights from the Cigna Healthcare International Health Study 2024, real-world stories, and a clear vision for what’s next.
1. A New Era of Global Health Awareness
The pandemic reshaped how people think about health, well-being, and access to care. According to Cigna’s 2024 International Health Study, only 16% of people globally fall into the “high vitality” category – those who feel confident and capable across multiple dimensions of health.
“People are taking a more active role in their health,” says Kirby. “They’re paying equal attention to mental and physical wellbeing, and looking for insurance solutions that are globally portable, simple, and personal.”
He highlights several trends gaining momentum over the next three to five years:
- A stronger push for personalised, customer-centric engagement
- Greater demand for speed, simplicity, and convenience
- A broader understanding of holistic health and wellbeing
Technology, he adds, will remain the great enabler—especially services like Global Telehealth, which offer 24/7 access to care and help customers take a proactive approach to their health.
2. What Global Citizens Should Know Before Choosing a Plan
With mobility and lifestyle diversity on the rise, Kirby advises individuals to start with self-awareness. “The most important step is understanding your own health needs and lifestyle,” he explains.
He encourages globally mobile individuals to look beyond emergency coverage and prioritize plans that include:
- Mental health support and preventive care
- Global hospital access and repatriation services
- Multilingual support and digital tools for seamless care access
- Modular flexibility to add benefits like dental or family coverage
“Don’t wait for a health issue to learn your benefits,” he adds. “Familiarising yourself early ensures you’re prepared when it counts.”
3. Building Confidence in Unfamiliar Healthcare Systems
Accessing care in a new country can be overwhelming, but the right tools and support can make the experience far more manageable. We believe the best approach combines digital accessibility, clear information, and proactive communication.
Kirby outlines practical strategies to feel confident when accessing care overseas:
- Use digital platforms for on-demand telehealth and 24/7 support.
- Know your provider network and locations before traveling.
- Leverage multilingual and concierge services for navigating local systems.
- Keep digital and physical copies of essential documents handy.
- Engage early with your insurer for authorisations and guidance.
“Digital accessibility and proactive communication go hand in hand,” he says. “When clients know where to turn, the entire experience becomes less stressful and more empowering.”
4. Responding to Evolving Expectations
As expectations shift, especially in moments of stress or uncertainty, Cigna is focused on delivering accessible, responsive care through digital innovation and specialised support services.
Telemedicine has become a cornerstone of our offering. All individual customers have access to Global Telehealth, powered by our trusted partner Teladoc, which enables unlimited consultations via phone or video for non-urgent medical concerns.
Where clinically appropriate and permitted, prescriptions are also provided—bringing peace of mind without the need to navigate unfamiliar healthcare systems.
Kirby points to partnerships with Carrot (for reproductive and hormonal health) and Omada (for virtual weight management and chronic condition prevention) as examples of a more holistic, human-centered approach.
“These services reflect our commitment to meeting the evolving needs of globally mobile individuals, not just in crisis, but throughout their health journey.”
Telemedicine and AI are driving the next phase of innovation. “Digital innovation is reshaping how healthcare is accessed and delivered,” says Kirby.
Cigna’s Global Telehealth service, powered by Teladoc, provides unlimited virtual consultations, prescription support, and continuity of care across borders. Complementing that are tools like:
- Carrot, offering virtual fertility and menopause support
- Omada, providing lifestyle-based weight management
- AI-driven platforms for policy navigation, risk assessment, and fraud prevention
“Ultimately,” Kirby says, “our goal is to make healthcare more accessible, intuitive, and responsive—wherever our customers are in the world.”
6. Balancing Compliance with Global Consistency
Operating across borders adds complexity, but Kirby sees it as a core strength. “We don’t just provide coverage; we act as strategic partners helping clients navigate the intersection of mobility, regulation, and risk.”
Cigna’s extensive compliance infrastructure – supported by 175 legal and privacy experts across 12 global service centers – ensures coverage that’s both locally compliant and globally reliable.
7. Real Stories, Real Impact
Cigna sees the value of international health insurance play out every day – not just in coverage, but in the confidence and care it brings to people navigating life’s unexpected turns.
Take Peter Coray, a Swiss expat living in the Philippines. When Peter began experiencing troubling symptoms, he sought local care, but his condition escalated quickly.
After a cancer diagnosis, Peter reached out to Cigna to ask if he could return to Switzerland for treatment. “Our team didn’t just say yes – we coordinated directly with the University Hospital in Zurich, managed the payments, and ensured Peter had everything he needed to focus on recovery.
From nutritional support to pain management, our Nurse Case Manager was by his side throughout. Today, Peter is cancer-free. That’s the kind of outcome that reminds us why we do what we do,” said Kirby.
He also pointed to another example: Mia, who moved to the U.S. for work. She was loving her new life – until a sinus infection disrupted her routine.
Thanks to Cigna’s Global Telehealth service, Mia was able to speak to a doctor within minutes, get a diagnosis, and start treatment – all without stepping into a clinic. “It’s a small example, but it shows how access to care, wherever you are, can make a big difference,” said Kirby.
Cigna has supported families through more serious events – like a car accident in Thailand, where we arranged a medical transfer and covered dental surgery costs. Or Tom, who suffered a stroke and was struggling to communicate.
His family felt lost until the Clinical Case Management team stepped in. “We provided tools, emotional support, and coordinated ongoing care – helping Tom regain confidence and giving his family peace of mind.”
Kirby values the partnership with ICI, “Even in the everyday moments — like issuing a digital ID card within minutes — our team is there. It’s part of our commitment to being proactive, not just reactive.”
Ultimately, international health insurance isn’t just about coverage. It’s about connection, clarity, and care. We’re proud to stand alongside our broker partners to deliver that – every single day.”
8. Clearing Up the Biggest Misconception
Kirby closed with an important reminder: “International health insurance isn’t just for emergencies or short-term travel—it’s a proactive investment in long-term wellbeing.”
Unlike travel insurance, International Private Medical Insurance (IPMI) offers preventive care, mental health coverage, and continuity of care across borders, helping global citizens live and work confidently anywhere in the world.
Conclusion
From expanding digital ecosystems to redefining holistic health, Cigna’s approach reflects the changing needs of a truly global customer base.
At International Citizens Insurance, we’re proud to partner with innovators like Cigna Healthcare to bring these solutions to individuals, families, and organizations around the world, helping every client stay protected, informed, and empowered wherever life takes them.
Learn more about international health insurance options with Cigna Global.
Cigna Global Insurance Plan
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- 1.5M+ providers in 200+ countries
- 24/7 multilingual customer support
