Question 1

How does Supportiv work?

Accepted Answer

Supportiv matches you, in less than one minute, with other people who are struggling with something similar so everyone can immediately relate and help each other as peers. You can chat about any topic, and everyone is always anonymous. All chats are guided in real-time by a professionally trained moderator to ensure safety and keep the conversation on track. As you chat and express what you’re going through, you’ll also see resources like articles, videos and worksheets that are useful for coping with, problem solving, and healing from your struggle appear as links. All it takes for us to do the matching is one phrase describing what you’d like to talk about. We take care of everything else!

Question 2

Is my identity really kept anonymous?

Accepted Answer

Yes, everyone is 100% anonymous. No one can know who you really are because you are never asked for a name, ID#, work location, a credit card, or any contact information. You do not need to register with any identifying information at all. Each user decides his/her/their own display name, which can be anything. Your real identity is known only to you.

Question 3

How can I trust that the chats are safe?

Accepted Answer

If anyone in the chat starts dominating the conversation, or acting judgmental, or is ignoring the chat rules for peaceful participation, the Supportiv moderator is there to mute them or remove them as needed to maintain the flow of the chat in a supportive way.

Question 4

Who are the moderators?

Accepted Answer

Supportiv moderators are psychology students (graduate and undergraduate) who’ve completed extensive training in all aspects of facilitating and safeguarding the chats. They can ask questions, mute or remove any troublemakers, route people to crisis services, and share resources with the group, among other functions.

Question 5

Are these group chats or one-on-one?

Accepted Answer

We focus on small groups because of how beneficial the support group experience can be, where you get to hear multiple perspectives and share your struggle with even more people who understand what you’re going through. Many people who haven’t experienced a moderated group format before find that they come to enjoy it.

Question 6

Is peer support like therapy?

Accepted Answer

Some of the most familiar forms of peer support are grief support groups and Alcoholics Anonymous® where regular people band together to help each other through a common struggle. Supportiv has expanded that concept of peer support to cover every possible mental, emotional, and social struggle we go through in everyday life. Unlike therapy, there is no therapist present to diagnose or treat participants. Instead, Supportiv provides a real-time moderator who facilitates the chat among peers to ensure everyone feels safe and secure and who guides the conversation forward.

Question 7

Who are the other people I’m chatting with?

Accepted Answer

Regular people like you, who are going through a similar struggle as you so you’ll have that in common. You are all anonymous, so you won’t know each other’s real names, and contact information cannot be shared.

Question 8

Will I get advice?

Accepted Answer

In the chats, people may share what has helped them cope with their struggles. It is not meant as advice, because everyone is different, and you get to decide what is relevant and helpful to you. No one is going to make decisions for you. You may share your ideas, and together as a group you may brainstorm ideas with the other chatters. You’ll also receive resources like articles, videos, podcasts, meditation and mindfulness exercises, coping tools and healing techniques like worksheets.

Question 9

When are Supportiv chats open?

Accepted Answer

24-7-365 (really!) No matter what time of day or night, there’s always less than one minute wait time to start chatting.

Question 10

How long can I chat?

Accepted Answer

As long as you want. If one chat topic ends, and you wish to continue, you can be matched again right into another chat by sharing another struggle. And you can come back here to chat more as many times as you’d like.

Question 11

Can my friends or family use Supportiv?

Accepted Answer

Sponsored access is only for members covered through their own Cigna Healthcare Medicare Supplement plan.

Question 12

How much will this cost me?

Accepted Answer

There is no cost! Supportiv is a value-added service that is offered alongside your Cigna Healthcare Medicare Supplement Insurance Plan.

You never have to sign up or give your payment information, so no worries about canceling the service. Using Supportiv is no-strings-attached.

Cigna Healthcare has arranged for Supportiv to offer their services to you, however this program is not an insured benefit under this Policy. Using this service may not be available to persons who “opt out” of marketing communications and where otherwise restricted by law.

Question 13

How can I contact Supportiv with a problem or suggestion?

Accepted Answer

For questions about Supportiv or how to use Supportiv, please contact Supportiv at info@supportiv.com or by phone at 1-800-845-0015 Mon-Fri 8am-5pm PST. For questions related to your Medicare Supplement policy or benefits, please contact csbsupport@cigna.com.

Question 14

How long will access to Supportiv last?

Accepted Answer

Cigna has arranged for Supportiv to offer their services to you, however this program is not an insured benefit under this Policy. Using this service may not be available to persons who “opt out” of marketing communications and where otherwise restricted by law.

This program is not part of your contractual benefits under your Medicare Supplement plan. This service may be discontinued at any time and is not guaranteed renewable under this Policy.

If Cigna Medicare Supplement decides to end its engagement with Supportiv, you will be notified of that change. You can continue to use it on your own at supportiv.com.

FAQs Answered