Telemedicine offers a quick and easy way to see a doctor on your computer or phone, and it usually costs less than an in-person visit. Virtual visits for physical and mental health care are available to all team members and dependents enrolled in a Gen medical plan.

Virtual visits save time

Virtual visits are a convenient option for nonemergency care, such as:

  • Flu, allergies, a sinus infection, a sore throat, or an earache
  • Dermatology issues, such as a rash, psoriasis, eczema, or acne
  • Mental health care, such as help with anxiety, an eating disorder, or depression
  • New prescriptions or refills 

MDLIVE for Cigna members

If you’re enrolled in a Cigna medical plan, you can use MDLIVE for 24/7 access to board-certified primary care doctors, pediatricians, and behavioral health professionals by video conference or phone.

Get started

To begin using MDLIVE services:

  1. Visit
  2. Select Create My Account in the upper right corner.
  3. When prompted for insurance plan information, select Cigna Open Access Plus (OAP). You can leave the service key section blank.
  4. After completing a few additional questions for registration, you will be able to begin using the site. 

Once you’ve signed up, you can also use the MDLIVE mobile app.

Costs and payment

Visits with MDLIVE doctors are covered at the in-network rate. Claims are be processed by Cigna, and you will receive an explanation of benefits (EOB), just as you do for other medical claims.

Annual physical exams with an MDLIVE physician are covered at 100%. The amount you pay for other visits depends on your medical plan and whether you have met your annual deductible.

Privacy and security

MDLIVE is a confidential health care service, subject to health care privacy laws. MDLIVE communications and records are processed and stored in a secure manner in accordance with HIPAA regulations.

Just like any other health care, unless you voluntarily tell someone at work, no one at Gen will know any details about your use of the service.

Get help

The MDLIVE support team can help if you are having trouble with the MDLIVE website or mobile app. They can also help reset your password and assist with questions or concerns about your visit. Call 800-400-6354.

Kaiser members

Phone and video visits are available to Kaiser members and your covered family members. To schedule an appointment, call the phone number on the back of your Kaiser ID card.

How to join a video visit

From your phone or tablet:

  1. Go to the App Store or Google Play, and download the Kaiser Permanente app.
  2. Sign on to the app using your user ID and password.
  3. Go to Appointments, and tap Join to start your video visit.

From your computer:

  1. Click the link in your appointment confirmation email, or sign on to
  2. Download and install the VidyoWeb browser plug-in (first visit only).
  3. Select Join Your Video Visit to start your visit.