Help

Choose a topic link below to find help on specific tasks.

Registration

You must register to access secure email. An invitation to register will be sent directly to you when someone at Cigna sends you a secure email. Steps for registration are outlined below:
    Step 1:
    You will receive an invitation to register from Cigna. Click on the link in the notification.
    Step 2:
    Clicking on the link will open the registration page. Provide all of the requested information on the registration page and click the "Register" button.
    Step 3:
    After you register (completing steps 1 and 2), you’ll receive a confirmation email. Use the link in this email to activate your Cigna secure email account.
Step-by-step illustrated instructions: Registration (pdf)
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Log In

Every time you receive mail in your secure mailbox, you will be notified by an email notification to your mailbox address that your Cigna contact has on record. Choose the link enclosed in the notification to access the secure mailbox log in page, then log in to your secure email box to retrieve your message.
There are several ways to log in to retrieve messages from your secure mailbox, they are:
  • Use the following URL: https://www3.cignasecure.com
  • Save the above link in your Favorites or Bookmarks and click on it to access your secure mailbox
  • Use the link from any notification email
Step-by-step illustrated instructions: Login (pdf)
If you forget your password, you can:
  • Request your password reminder. Here’s how:
Step 2:
On the next page, enter your email address and click the "Enter" button.
Step 3:
After you request your password reminder, you will receive an email that contains your password reminder phrase.
Step-by-step illustrated instructions: Password Reminder (pdf)
  • Create a new password. Here’s how:
Step 2:
On the next page, enter your email address and click the "Enter" button.
Step 3:
On the next page, answer both challenge questions with the same answers you provided during registration and click the "Enter" button.
Step 4:
If your answers match those in our records, you will be able to change your password and password reminder. Enter all of the requested information and click the "Change Password" button.
Step 5
After you change your password, you will receive a confirmation email. Follow the instructions to activate your new password.

Important: You must activate your new password within 24 hours or your password will remain unchanged. Your new password will not be effective until the change is activated. Step-by-step illustrated instructions: Change Password (pdf)

    Lockout

    If multiple unsuccessful attempts are made to access your secure email account, your account may be temporarily disabled for security purposes.

    If your account is temporarily disabled, you will receive an email notifying you when your account will become available. This is a security measure to protect users’ privacy and to prevent unauthorized access.

    Profile

    Your profile has all your identifying information you entered during registration and you can update this information at any time by clicking on the Profile tab.

    Step-by-step illustrated instructions: Updating Profile (pdf)

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Messages

Receiving a Secure Mail

Every time you receive mail in your secure mailbox, you will be notified by an email notification to the mailbox address that your Cigna contact has on record. Choose the link enclosed in the notification to access the secure mailbox login page, then log in to your secure email box to retrieve your message.

Important: Every secure email message expires in 60 days, including any secure email that you have sent. Expired messages cannot be retrieved. If you need access to an email for more than 60 days, download it to your local PC before the 60-day expiration period.

Downloading Secure Mail and/or Attachments

You have three options to save your secure email and any attachments to your local PC drive:
  • Click on the "Download" button with the label "Email message as a text file" to save the body of the email message and other identifying information such as the recipients, subject line, time/date information as a text file.

  • Click on the "Download" button with the label "Attachment" to save the corresponding individual file attached to the secure email. Note: You will have as many "Download" buttons as there are attachments. For example, if you have three attachments, then you will have three download buttons of this type.

  • Click on the "Download" button with the label "Email message and Attachments as a group(Zip file)" to save a Zip file that contains the text file and all other attachments.

Step-by-step illustrated instructions: Downloading Attachments (pdf)

Composing Secure Mail

To compose a secure message, click on the "Compose" tab. Via the compose feature, you can initiate and send secure email messages to Cigna only. Recipients may be included on both the "To" and "Cc" lines.

If you include more than one recipient on the "To" or "Cc" lines, separate the email addresses by a semi-colon (;) or comma (,).

Step-by-step illustrated instructions: Composing/Replying to/Forwarding mail (pdf)

Replying to a Secure Mail

You can reply to any secure email message you receive. To reply to a secure mail, click the "Reply" button while viewing a secure email. The "To" line of the email reply will be pre-filled with the original email sender. You can add more recipients in the "Cc" line. The recipients can include other Cigna recipients or registered recipients with the same email domain as you. A recipient has the same email domain as you if the part of the email address following the "@" sign is the same.

If you include more than one recipient on the "Cc" line, separate the email addresses by a semi-colon (;) or comma (,).

Step-by-step illustrated instructions: Composing/Replying to/Forwarding mail (pdf)

Forwarding to a Secure Mail

You can forward any secure email message you receive. To forward a secure mail, click the "Forward" button while viewing a secure email. You can add recipients in the "To" line. The recipients can include other Cigna recipients or registered recipients with the same email domain as you. A recipient has the same email domain as you if the part of the email address following the "@" sign is the same. The "Cc" line of the email reply will be pre-filled with the original email sender.

If you include more than one recipient on the "To" line, separate the email addresses by a semi-colon (;) or comma (,).

Step-by-step illustrated instructions: Composing/Replying to/Forwarding mail (pdf)

Saving Drafts of Secure Mail

To avoid losing work, it is a good idea to save any unfinished messages as Drafts. You can save any email you are working on by clicking the "Save Draft" button.

Important: You will be automatically timed out of the system if you remain on the same page for more than 30 minutes. Any email you were working on that was not saved in the Drafts folder will be lost.

Attaching Files to a Secure Mail

You can attach files to any secure email you Compose, Forward or Reply. You may upload as many as 10 attachments totaling up to a maximum of 50MB. If you have a business need to send attachments over the 50MB limit, contact your Cigna recipient for assistance.

Step-by-step illustrated instructions: Attaching Files (pdf)

Printing Secure Mail

When viewing the details of any message you send or receive, click on the "Printer-Friendly" link to display the email in a format for printing. The printer-friendly format contains all of the same information, but has reduced graphics and colors.

Step-by-step illustrated instructions: Printing Mail (pdf)

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FAQ

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1. How secure is this email system?
Messages sent via secure email are transmitted from Cigna's secure network to the secure email application in an encrypted form, unreadable and inaccessible to anyone other than intended recipients. Messages stored in the secure email application are encrypted as an added level of security.

Recipients of secure messages retrieve them by logging in to a mailbox using a self-selected password, ensuring protection. Within the mailbox, each message is encrypted while displayed, preventing unauthorized viewing by any party.
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2. How can I access my secure email account?
You can access your secure email account with any computer that has the following:
  • Internet access
  • SSL-enabled browser
  • Suggested browser type:
  • Microsoft Internet Explorer (IE) 4.0, IE 5.0, IE 5.5 and IE 6.0
  • Netscape Navigator 7.0
If you are accessing your secure email account from behind a Firewall, your Firewall may need to be configured.
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3. Can I access this mailbox through any Internet browser?
The secure email application supports the following Internet browsers:
  • Microsoft Internet Explorer (IE) 4.0, IE 5.0, IE 5.5 and IE 6.0
  • Netscape Navigator 7.0
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4. What should I do if I receive an error message when I try to log in?
Make sure you have entered your log in information correctly. If you still receive an error message, you can do one of the following:
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5. How do I change my password?
Refer to the instructions under Create a new password.
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6. Can I send large file attachments?
The secure mailbox can accept attachments of up to 50 MB in each message. If your message is undeliverable because the intended recipient cannot receive a large file, you will receive a notification email.
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7. How do I register to receive secure email?
See Registration.
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8. What is a Zip file?
The Zip file type is used in the secure email application to allow you to download multiple attachments all at once. A Zip file contains a group of files, bundled together and compressed into one file for convenience. Zip files require software, such as WinZip, in order to open them.
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9. What is a PDF file and how do I read it?
The step-by-step instructions available here are PDF files. PDF files provide a reliable way to send an attachment and preserve the formatting of the document. To read PDF files, you can use Adobe's free Reader.
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10. How do I address an email to more than one recipient?
When including more than one recipient on the "To" or "Cc" line of an email, separate the email addresses with a semi-colon (;) or a comma (,). Including spaces between the email addresses and punctuation will not affect the delivery.
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11. Who can I contact for technical assistance?
The Cigna Customer Support Center (CSC) provides support for the secure email application and can be reached at
+1-800-284-8346. UK Callers Please dial: 01475 492378.
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