Frequently Asked Questions

More information about the EAP can be found at myCigna.com and the myCigna app. Activate EAP visits, find in network providers, schedule a consultation with a clinician, or chat with a Cigna representative should you need additional support. You can also call 800-952-6676 to speak with a dedicated Disney Master’s level behavioral advocate to get started or learn more about your options. For plan details you can access your Summary Plan Description on the Disney Benefits Portal at Benefits.Disney.com.

No, you will not have to pay for EAP services. EAP is provided by the Company to all employees and their household members at no cost – regardless of whether you’re eligible for or enrolled in a Disney medical option, you will receive access to the EAP.

Yes! EAP is a household benefit. This means spouses/domestic partners, dependents on your medical plan, and household member will receive access to your EAP benefit. This means your mother-in-law in the spare bedroom, your friend sleeping on your couch, your roommate, or your adult child on your medical plan at college can all utilize this no cost benefit. Please note, family members who are not enrolled on your medical plan, or who do not live in your household are not eligible to utilize the EAP benefit.

To see a counselor at no cost, you do need to call Cigna at 800-952-6676 or visit myCigna to activate your visits, but there is no longer an EAP code requirement. If your provider requests a code, use Disney. The activation ensures your claim can be connected Cigna to pay the EAP sessions at 100%. Your EAP code is good for 1-10 short term counseling sessions, and you will have 6 months to utilize EAP services.
To activate your visits:
• Go to myCigna.com or the myCigna app, then select ‘Enhanced EAP’ in the drop-down under ‘Coverage’
• Under ‘Emotional Health and Family Support’ select ‘visit an EAP therapist’, then ‘Activate EAP visits’, complete the fields, and submit.

You may also call Cigna at 800.952.6676 or use Live Chat on myCigna.com or on the myCigna app to activate your visits.

Your EAP benefit includes up to 10 free visits per person, per topic, per year, at no cost to you. Subsequent visits, if needed, may be covered by your medical plan’s behavioral benefit, at which time they would be subject to your medical plan’s deductible/co-pay/co-insurance.

After your EAP sessions for a specific topic have been used, if you are working with the same provider on a new issue then the provider will contact Cigna to provide clinical summary and close out your prior case, and request to open a new case under the other topic. You are eligible for 1-10 short term counseling sessions per person, per topic, per year. This means you could use 1-10 short term counseling sessions for grief and loss and then later 1-10 sessions for stress. However, you cannot call the same topic something different to get additional sessions. For example, if I am working on parenting stress, I don’t get 10 sessions for parenting and 10 sessions for stress, as they are the same clinical issue.
If you want to continue to work with your provider on the same issue after your 10 free sessions, this will roll into your behavioral benefit, at which time you would be subject to cost share as set forth by your medical plan’s deductible/co-pay/co-insurance provisions.

Yes, your EAP sessions are per topic, per year, per participant. If you and your spouse are having challenges, each of you (if living in same household) can take advantage of the sessions. This means you could still use 1-10 individual sessions for personal stress.

Yes! Virtual visits make it easier than ever to engage with a therapist on your time. Your EAP benefit includes virtual provider networks like Talkspace, Sondermind and more. It’s confidential and at no cost to you. To get started online:
– Visit myCigna.com or the myCigna app
o Cigna Healthcare medical plan participants: log in to your myCigna account.
o Don’t have a Cigna Healthcare medical plan?
Register as: Employee Assistance Program Only
Employer name: Disney
– Select the blue “Talk to a Therapist” button on the home screen once you’re logged in.
– Pick one of the virtual options or select “Cigna Healthcare” to search for a provider in your community who does virtual visits.
– Click on “Activate EAP visits” when prompted. When using Talkspace, Sondermind, or other virtual providers, if you are asked to provide an EAP code, use “Disney”.

You can also call the Disney dedicated Cigna Care Guide team 24/7 at 1-800-952-6676 to activate your EAP visits before registering with a virtual provider network so they know it is part of your free EAP sessions. You will not be prompted to provide payment information.

To find an in-network provider in your community, call the Disney-dedicated behavioral/EAP number at 800-952-6676, request an appointment assistance and an EAP Code. Advise your Cigna rep if you have specific requests for your provider (e.g. gender, topic or specialty). They will contact providers on your behalf to find open dates and times and then email those openings to you in a couple of days. You then contact the provider to secure your appointment. If you’d rather search for providers and contact them yourself for availability, you can search for a therapist and activate your EAP visits at myCigna.com or on the myCigna app. Select EAP in the drop-down under Coverage, then ‘visit an EAP therapist’ under Emotional Health and Family Support.
If you are an employee or Cast Member aligned to a work location with a dedicated/onsite counselor (listed in Q11), you have the option to schedule directly with an EAP provider dedicated to your location (sessions may be virtual) using the online onsite EAP scheduling tool.

Currently, dedicated providers are available to employees and Cast Members at ABC News (Los Angeles, New York, & Washington DC) Burbank/Glendale, Disneyland Resort, ESPN (Austin, Bristol, Charlotte, Los Angeles, New York City), Lucasfilm, Ltd., Disney Theatrical (New York or Traveling), New York City (7 Hudson Square), and Walt Disney World.

If you are in crisis and need to speak to someone immediately call 800-952-6676 and select the option for crisis. Cigna offers a network of crisis providers on hand 24/7/365 to provide quick access for urgent needs.
If you would like to speak to someone today, but are not in an actual crisis, call 800-952-6676 and ask to speak to a licensed clinician. Cigna offers same-day phone calls to help you problem-solve. These calls are offered in-the-moment from 8am-6pm ET (5am-3pm PT). Outside of these hours, Cigna offers a 3-hour call back window to help you address these issues in a reasonable amount of time.

Cigna and Disney take your privacy very seriously. Any personal health information you provide will remain confidential and will be handled by Cigna and the EAP providers according to strict privacy guidelines. No personally identifiable information will be provided to Disney at any time. The only exceptions to confidentiality are reported risk of harm to self and/or others.

If you separate from the Company for any reason, you have 30 days to activate your visits, then 6 months to use them.

Chat with Cigna at myCigna.com or on the myCigna app, or call the Disney-dedicated behavioral/EAP number at 800-952-6676 where Cigna’s Master’s level behavioral advocates can support your questions.