"eDoctor" Video Consultation for Family
Unlimited consultations at home for you and your family
Service subscription and usage

  • Q1
    How can I subscribe to and activate the service?

    A1

    First, subscribe to the eDoctor service at SmarTone, you will receive an activation SMS with a link to the activation page. eDoctor service is provided by Cigna, and you will be required to provide personal information at the activation page and download MyCigna HK App to use the service. If you are an existing MyCigna HK App member, you may use your existing login to access the App. You may register your children who are under the age of 18 as your dependents under your same account.

  • Q2
    Must I be 18 years old and have a HKID card in order to subscribe to eDoctor?

    A2

    Yes, all eDoctor subscribers must be over the age of 18 and provide HKID information at the activation page.

  • Q3
    Can I share the same account with my spouse and children?

    A3

    Each main subscriber of eDoctor can register up to 3 dependents under the age of 18. If their spouses or adult children would like to use the eDoctor service, they would need to separately subscribe to it.

  • Q4
    If I share my account with my children who are abroad, how do we login?

    A4

    MyCigna HK App allows multi-portable device login at the same time. Main subscribers and their 3 dependents can login to MyCigna HK App and enter to “My Virtual Health” to make appointment and consultation. For the children under 18, parents or legal guardian are always included in the consultations.

  • Q5
    What is the service hour of eDoctor?

    A5

    Hong Kong: Monday to Sunday (8:00am – 10:00pm) (excluding public holidays); Other regions: service hour maybe vary, please check the MyCigna HK App for available timeslots.

  • Q6
    Other than Hong Kong, where can I use eDoctor?

    A6

    This service is available in around 100 regions (as of 28 OCT 2021), including: Mainland China, Macau, Japan, Taiwan, Thailand, Singapore, Malaysia, South Korea, UK, USA, Canada, Australia, Germany, Netherlands, France, Switzerland, Italy, Philippines, Indonesia, U.A.E. etc. You may check the most updated available regions list in MyCigna HK App “My Virtual Health”. The regions list may change without any prior notice.

  • Q7
    If I use eDoctor abroad, which languages will the service be available in?

    A7

    If you use eDoctor abroad, you will be able to schedule video consultations and phone call mainly in English, while Cantonese service will be subject to the availability of doctor pooling when making appointment.

  • Q8
    How can I check the available consultation timeslots?

    A8

    You may check the available timeslots in MyCigna HK App “My Virtual Health” when making the appointment.

  • Q9
    Can I choose voice consultation instead of video consultation?

    A9

    Yes, when you are making your appointment, you can choose between voice and video consultation. Please note that if you select Hong Kong as your current location on the consultation request, doctor will call you via a Hong Kong phone number; if you select non-Hong Kong region as your current location, doctor will call you via an international phone number. Calls made by the mobile numbers under this service will incur voice usage and be counted as voice minutes. Roaming charge and standard roaming data charge apply when roaming. For details of the charges, please visit https://www.smartone.com/en/mobile_and_price_plans/roaming_idd/coveragencharges/charges.jsp. Any additional usage incurred will be charged to the monthly bill accordingly.

  • Q10
    Are there any age limitation on using eDoctor?

    A10

    No, but we recommend babies under 6 months old or adults over 80 years old to proceed to other face-to-face consultation.

  • Q11
    What happens if the voice/video consultation call is disconnected?

    A11

    The treating doctor will call the patient at the number the patient initially provided to resume the appointment.

  • Q12
    What happens if I missed the appointment?

    A12

    The treating doctor will call the patient within the 15 minutes at the number the patient initially provided to resume the appointment. If the doctor cannot reach you, your appointment will be cancelled.

  • Q13
    What is the usual wait time for consultations?

    A13

    It depends on the length of people who are queueing. Generally, a voice consultation will be available in less than 60 minutes, and a video consultation available within 12 hours.

  • Q14
    What can I do if I am not available in the provided time slots for video consultation?

    A14

    We suggest you request a phone consultation, which is relatively more flexible and will be scheduled in less than 60 minutes.

  • Q15
    Do I need to fill in "Postal Information" under "Account Settings" of Teladoc account?

    A15

    No, it is not applicable for Hong Kong users to fill in "Postal Information" under "Account Settings" of the Teladoc account.

  • Q16
    How can I change the email address for Teladoc account?

    A16

    To change the email address for your Teladoc account, please contact Cigna CS at +852 2560 1990 (Monday – Friday 9am – 7pm (Hong Kong time), except for Saturday, Sunday and public holidays). The update will be completed in 3 working days so please take note that the Teladoc emails will be sent to the original email address until the new email address is updated by Teladoc.


    *Please note any change in email address under “My Settings" in MyCigna app will not synchronize with Teladoc account.


Medical Consultation related

  • Q1
    Can I use eDoctor for emergency medical treatment?

    A1

    eDoctor is not intended to treat medical emergencies, and we advise calling the emergency medical service in your country, or visiting your nearest emergency medical centre/hospital in case of emergency.

  • Q2
    What symptoms/medical conditions are not covered by eDoctor?

    A2

    This service does not cover the symptoms/medical conditions which are classified as high risk, please click here or contact Teladoc’s CS hotline 3168 0106 or Teladoc email CignaHK_telehealth@teladoc.com for details.

  • Q3
    Where are eDoctor’s registered doctors from? Are they registered and qualified?

    A3

    eDoctor’s Hong Kong service is manned by Hong Kong based doctors, while doctors abroad are recruited in major cities. As Telehealth service is required to comply with local country’s regulations, you will be receiving advisory consultation from a licensed physician with practicing jurisdiction at your requested location. To clarify, in some consultation cases, you and the licensed physician will have to be in the same jurisdiction, while in other consultation cases, you and the licensed physician are not in the same jurisdiction. Teladoc as our service provider is responsible to comply with the local requirements that may apply to the provision of telemedicine services in each country. For more details, please call Teladoc CS hotline +852 3168 0106 during Hong Kong hours 8am –10pm Monday to Sunday (excluding public holidays) or email to CignaHK_telehealth@teladoc.com.M

    Different countries have conflicting laws regarding licensure of a health care providers in a telemedicine scenario:
    US: States differ in how telemedicine is defined and regulated.
    APAC: Health care providers are required to be licensed in the same jurisdiction as the patient is located.
    EU: Legal framework for telemedicine services clarifies that a healthcare professional offering telemedicine needs only to be registered in the country where they are licensed to practice.

  • Q4
    Can I use eDoctor if I am pregnant?

    A4

    It is not recommended for a Pregnant individual to use eDoctor service if there is any medical emergency or symptoms/medical conditions which are classified as high risk, or if there is any serious or severe conditions in respect of the pregnancy, we recommend that you visit an emergency medical centre immediately.

  • Q5
    Can I get prescription, medical certificate (sick leave certificate) and/or referral letter?

    A5

    If the doctor renders it necessary and appropriate based on his professional judgement after the consultation, doctor may issue prescription, medical certificates (e.g. sick leave certificate) and/or referral letter via email in digital format. According to Hong Kong’s regulation, certain patient’s personal information e.g. Hong Kong ID number and address are required to be included in prescription, sick leave certificate and referral letter, doctor will ask patient to provide such information during consultation or via email / phone call when they find it necessary and appropriate to issue these medical certificates. Customers should check in advance if the submitting organisation accepts such digital medical certificates and/or referral letter.

  • Q6
    Can I get a prescription after the consultation?

    A6

    If the doctor renders it necessary and appropriate based on his professional judgement after the consultation, doctor may issue prescription via email in digital format.

  • Q7
    How can I receive the medical certificates (e.g. sick leave certificate) and/or referral letter and/or prescription? How long will it take to receive them?

    A7

    The doctor may send the document to your registered email address provided on the eDoctor activation page. Doctor will send the documents within 1 day. If you need it urgently, you may request the doctor to provide it asap during consultation. If the consultation ends up with prescription, sick leave certificate or referral letter issued, these documents will also be uploaded under “Your Appointments” of the Teladoc account in the MyCigna HK App.

  • Q8
    Will pharmacies accept a digital prescription shown on mobile phone?

    A8

    All prescriptions are issued by registered doctors with the doctors’ signature/authorisation. Customers may choose to print out the prescription for easier read and checking. If the pharmacy has any doubt, they may contact the doctor for verification.

  • Q9
    Can I check my medical record in the MyCigna HK App?

    A9

    You can only check the consultation record (date and time) under “Your Appointments” of the Teladoc account in the MyCigna HK App.

  • Q10
    Will the symptoms I entered be accessible to other parties?

    A10

    No, the entered symptoms will only be provided to the treating doctor for reference.

  • Q11
    Does eDoctor record my video medical consultation?

    A11

    Video and phone consultations will not be recorded by the service provider.


Outpatient Discount related

  • Q1
    What medical services are covered by this discount

    A1

    This discount covers visits to network general practitioners, specialists, physiotherapists, Chinese medicine and acupuncture practitioners.

  • Q2
    Which clinics are covered by this discount?

    A2

    This discount covers Cigna’s medical network, including EC HealthCare, Human Health, HMMP. Cigna’s medical network will be updated from time to time without prior notice. For the latest list of medical professionals, customer should refer to the doctor list available in the MyCigna HK App.

  • Q3
    What is the discount amount?

    A3

    The discount amount may vary for each medical network. Customers should refer to the doctor list available at MyCigna HK App to enquire about the discount. In case of any dispute, Cigna’s decision shall be final.

  • Q4
    Can my dependents also enjoy this discount?

    A4

    No, only main subscriber can enjoy this discount.

  • Q5
    How can I use this discount?

    A5

    When making an appointment at the medical network, show the e-medical card in MyCigna HK App with identification in order to enjoy the discount.


Body Check Discount

  • Q1
    What body check items do this discount cover?

    A1

    This discount may be used for the body check package which includes laboratory investigation on: Physical Examination, Liver Function Screening, Renal Function Screening, Diabetes Screening, Cholesterol Screening, Urine Examination.

  • Q2
    What is the discount amount?

    A2

    Please check the MyCigna HK App for the discount amount details.

  • Q3
    Where are the body check centres located?

    A3
    V-Care Appointed Servicing Centres Opening Hours (Hong Kong time)
    V-Care Health Centre : Rm. 2302, Hang Lung Centre, 2-20 Paterson St., Causeway Bay, HK Mon - Fri 9:30am – 1:30pm
    2:30pm – 6:30pm
    Sat 9:30am – 1:30pm
    2:30pm – 6:00pm
    PHC Medical Diagnostic Centre Ltd.: Rm. 613, Champion Bldg., 301-309 Nathan Rd., Kln Mon - Sat 9:30am – 1:30pm
    2:30pm – 6:30pm
    PHC Medical Diagnostic Centre Ltd.: Rm. 1107, Nan Fung Centre, 264-298 Castle Peak Rd., Tsuen Wan, NT Mon - Sat 9:30am – 1:30pm
    2:30pm – 6:30pm

    If you have any enquiry on this discount, please contact V-Care CS hotline 2539 9215.
    V-Care reserves the right to change the availability and servicing hour of center without prior notice.


Charging and Others

  • Q1
    How much does eDoctor cost?

    A1

    eDoctor charges a monthly service fee for unlimited video consultation. Please check our “Charge” page for details.

  • Q2
    What is the arrangement of data waiver and does it include both local and roaming data usages?

    A2

    The data waiver is only applicable to local data usage incurred by MyCigna HK App’s video consultation, conducted on smartphone using SmarTone’s mobile network. Data usage incurred by App download and software updates are excluded. When the monthly local data allowance of the designated service plan has been fully consumed and the data service is suspended, this data waiver will also be suspended until next bill month and will only be resumed once the customer purchases data top-up options. Standard roaming data charges will apply while using the service abroad. If the customer has applied for a Roaming Data Pack, data will be deducted from the plan. Please visit smartone.com/roamingdatapacken for details.

  • Q3
    If I have any queries or concerns who do I contact?

    A3

    For non-urgent general queries please feel free to either call us or email us below:
    Related to use and setup of MyCigna app
    •Cigna CS hotline: +852 2560 1990 (Monday – Friday 9am – 7pm, Hong Kong hours, except for Saturday, Sunday and public holidays)

    Related to Teladoc app / prescription and medical issues
    •Teladoc CS hotline: +852 3168 0106 (Monday – Sunday 8am – 10pm, Hong Kong hours, except for public holidays)
    •Teladoc email: CignaHK_telehealth@teladoc.com

  • Q4
    what are the MyCigna HK App’s system requirements?

    A4

    The minimum requirement of iOS/Android software version is the latest version minus 2


    *Above information provided by Cigna (except for SmarTone’s mobile network service and cost related information)

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