ComplaintsforCigna

• Initial Complaint

  10/03/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I signed up with Cigna, policy # ********* effective 9/1/23. When I go to set up an account online, it says I don't exist. I have talked with customer service multiple times, who assures me my account is active. But to set up the online account I have to call the online department (************). They say they have no record of me and I have to contact customer service. No one is willing or able to resolve my issue. Everything is done through my online account which I have no access to.

  Customer response

  10/23/2023

  Cigna has resolved the issue.

• Initial Complaint

  09/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been in contact with this company since July for an issue I haven’t been able to resolve since. I’ve opened 11 chat conversations, called about 10 times and am consistently told the issue is being escalated and to allow an additional 7-10 business days for a call back. The initial contact where I reported being billed incorrectly was never filed or documented. I was given no explanation as to why the representative didn’t enter a dispute or provide a reference number. I’ve been billed $0 copays since 2020 and now since June, I have over $400 in claims Cigna is refusing to cover for the same service/same provider without any notice of changes to my coverage and benefits. I get different information every time I call, they’re harassing my provider seeking reimbursement for years worth of copays for an “error” they were responsible for. I have multiple coworkers with the same plan experiencing this issue and the amount of time and stress we’ve spent attempting to get resolution is very disappointing. Im at a loss for what to do and where to get help, this is a last resort as I would never typically file a formal complaint. I cannot afford the copays I’m being charged in error and I’m nowhere near satisfied with the way Cigna has handled their customers concerns.

  Business response

  10/04/2023

  Tracking ID: **********
  Complainant: ***********
  
  Dear Sir/Madam:
  
  Cigna is reviewing this matter and will be working directly with the complainant to resolve the inquiry. We will notify your office, of the outcome, upon completion. 
  
  Sincerely,
  **********************************

  Business response

  11/01/2023

  Tracking ID: **********

  Dear Sir/Madam:

  This is to advise you that ***** ***** concern related to claim reimbursement has been reviewed. Several outreach attempts have been made to the customer to discuss the outcome of our review, to date ***** ***** has not responded and therefore her case has been closed as resolved.

  Sincerely,
  ***** ************
  Senior Manager, Executive Correspondence

  Business response

  11/01/2023

  Tracking ID: **********

  Dear Sir/Madam:

  This is to advise you that ***** ***** concern related to claim reimbursement has been reviewed. Several outreach attempts have been made to the customer to discuss the outcome of our review, to date ***** ***** has not responded and therefore her case has been closed as resolved.

  Sincerely,
  ***** ************
  Senior Manager, Executive Correspondence

  Business response

  11/13/2023

  Tracking ID: **********
  Complainant: ***** *****
  
  Dear Sir/Madam:
  
  This is to advise you that several outreach attempts have been made to ***** ***** to discuss the concern related to billing questions.  To date, the customer has not returned our calls and therefore we have no choice but to close her case. Should the customer contact our office, we will be more than happy to assist with their concern. 
  
  Sincerely,
  ***** ************
  Senior Manager, Executive Correspondence

  Business response

  11/13/2023

  Tracking ID: **********
  Complainant: ***** *****
  
  Dear Sir/Madam:
  
  This is to advise you that several outreach attempts have been made to ***** ***** to discuss the concern related to billing questions.  To date, the customer has not returned our calls and therefore we have no choice but to close her case. Should the customer contact our office, we will be more than happy to assist with their concern. 
  
  Sincerely,
  ***** ************
  Senior Manager, Executive Correspondence

• Initial Complaint

  08/30/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have several, on-going issues with Cigna, for which I have spent dozens of hours trying to get resolved via Cigna and a separate health advocate, with no luck. One issue is I submitted a claim to be reimbursed for daycare. I submitted a receipt and the claim was denied. I was told it was because Cigna did not see the receipt that I attached, and that my claim would be reassessed. That was over a month ago and I still have not been paid. It is my own money that they won't give me access to. Another issue is that I received a bill for my daughter's hospital stay months after my out of pocket maximum was met. When I raised this issue with Cigna, I did not get a logical answer. I was told that my out of pocket maximum wasn't met, but that is impossible because Cigna had treated other bills as though my maximum was met and by their own calculation it was met previously. Another issue I've had with Cigna is that I have not been reimbursed for 2 prescriptions. I submitted receipts 3 separate times with the new/additional details Cigna told me were required at each denial, and finally the prescription was denied because the container that it came in was not covered by insurance, per Cigna. This is despite the fact that the container was on every submission; Cigna had me resubmit more detailed receipts for no reason, and I don't understand how a container couldn't be covered.

  Business response

  09/07/2023

  September 7, 2023
  
  Better Business Bureau
  1411 K ST NW, 10th Floor
  Washington, DC 20005-3404
  
  Customer: ******* ****
  Tracking ID: **********
  
  Dear Sir or Madam:

  Cigna is reviewing this matter and will be working directly with the complainant to resolve the inquiry. We will notify your office of the outcome upon completion.  
  
  Sincerely,
  
  ***** ************
  Senior Manager, Executive Correspondence

  Customer response

  09/14/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: it is a full week after Cigna said they will contact me and they have not contacted me.
  
  Regards,
  
  ******* ****  
  

• Initial Complaint

  08/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  on July 09, 2023, I took my daughter to her pediatrician as she was complaining her left ear was pain and "blurred" hearing in her left ear. The doctor checked and founded some cerumen in the left ear canal and we left and returned to recheck in 2 week. On July 28, 2023 we went back to the doctor office to recheck the ear since she had some fluid behind the TM at the time of last visit. I received the bill from the doctor in August and was told that the first office visit $247 (09 July 2023) was not covered by the insurance but the second office visit (28 July 2023) was covered. From the EOB, it said " ROUTINE HEARING EXAMS OR HEARING AIDS ARE NOT COVERED UNDER YOUR PLAN." under the office visit. It is NOT a routine exam and it is a procedure that doctor check and find out what's wrong with my daughter's left ear. It is so ridiculous that Cigna said they are not covered that. What's more, for the same ear problem, the first visit is not covered BUT the second visit is covered. It does not make sense at all. Also, from Visit Account Detail, there are only 2 billing code, the first is office visit $247 which they said not covered and the second one is "Removal Impacted Cerumen Irrigation Uni" which is $68, But from EOB, Under Surgery which is $68, it said "THE SUBMITTED PROCEDURE IS DISALLOWED BECAUSE IT IS INCIDENTAL TO A CODE BILLED ON THE SAME DATE OF SERVICE." Which code bill is identical to the $68 one?? I have no idea where the $58 in the EOB come from. I request Cigna to conduct a full and fair review of its decision for the bill on 09 July 2023 and I reserve my right to take my appeal to an independent third party for review.

  Business response

  09/08/2023

  September 8, 2023
  
  Better Business Bureau
  1411 K ST NW, 10th Floor
  Washington, DC 20005-3404
  
  Customer: **************
  Tracking ID: **********
  
  Dear Sir or Madam:

  Cigna is reviewing this matter and will be working directly with the complainant to resolve the inquiry. We will notify your office of the outcome upon completion.  
  
  Sincerely,
  
  **********************************
  Senior Manager, Executive Correspondence

  Customer response

  09/14/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  **************
  

• Initial Complaint

  08/24/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I keep receiving phone calls from Cigna Health from phone number ************. I continue to tell them they have the wrong number and to stop calling me. They called me on 8/18 and left a very detailed message about a patient that, i am not and have no knowledge of who this person is. They left full name, date of birth and the reason why they were calling. I called them to tell them they had the wrong number and they were rude. I received another call today 8/24 from the same number asking about a doctor office name. Again, i said remove my number since you keep calling me and it 's not correct. First and foremost, i do not even have Cigna Health Insurance, which is really concerning that they keep getting my information to call me about other patients. I want this resolved.

  Business response

  08/30/2023

  August 30, 2023
  
  Better Business Bureau
  1411 K ST NW, 10th Floor
  Washington, DC 20005-3404
  
  Customer: ***************************
  Tracking ID: **********
  
  Dear Sir or Madam:

  Cigna is reviewing this matter and will be working directly with the complainant to resolve the inquiry. We will notify your office of the outcome upon completion.  
  
  Sincerely,
  
  **********************************
  Senior Manager, Executive Correspondence

  Business response

  09/20/2023

  September 20, 2023
  
  Better Business Bureau
  1411 K ST NW, 10th Floor
  Washington, DC 20005-3404
  
  Customer: ***************************
  Complaint ID: ********
  
  Dear **************:
  
  Thank you for your patience as I, and other colleagues at The Cigna Group, reviewed *** ****** *******’s concerns regarding phone calls that she is receiving from Cigna.
  
  We can confirm that this matter was referred to Cigna's Legal and Compliance Affairs Unit for review and investigation. These are their findings:
  
  The Privacy Office reached out to *** ******* on September 7, 2023, and September 11, 2023. They were unable to reach her, and voicemail messages were left requesting that she return their call.
  
  The Privacy Office subsequently reached out to *** ****** by email September 13, 2023, and she responded on September 15, 2023, asking that they no longer contact her.
  
  The Privacy Office confirmed that *** ******* is listed as a Cigna member in our system.
  
  We can confirm that there has been no documented communication or outreach to *** ******* by Cigna, aside from the Privacy Office’s calls to her regarding this complaint.
  
  Cigna takes privacy protection seriously and has policies in place prohibiting leaving protected health information on voicemail. We are unable to substantiate her claim that Cigna made outreach to her by the phone telephone, and we cannot substantiate that Cigna left a voicemail containing patient information, as there is no record of this in our system.  
  
  *** *****, should you have additional questions or concerns, please call me at ###-###-####. I will be happy to assist you. Thank you again for sharing your concerns with the Office of Senior Leadership Escalations.
  
  Sincerely,
  
  *** *****
  Operations Lead Analyst
  Office of Senior Leadership Escalations

  Business response

  09/20/2023

  
  Cigna's Statement on Robocalls:
  
  It has come to Cigna's attention that individuals are receiving suspicious robocalls from an entity falsely identifying itself as Cigna. The purpose of these calls seems to be to collect personal information or to market insurance products and services.
  These robocalls share the following characteristics:
  Calls occur multiple times throughout the day.
  Calls may come from different phone numbers.
  Caller may request personal information under the false pretense that you are purchasing Cigna insurance coverage.
  Automated recording may prompt you to "press 1 to speak to the operator or get your name taken off the list."
  
  These calls are not coming from Cigna or any Cigna partners. Cigna and its partners will identify themselves as Cigna or a representative of Cigna and will comply with the Federal Trade Commissions' National Do Not Call Registry.

  Protecting your privacy is very important to Cigna and Cigna partners. If you receive an unwanted or unauthorized robocalls that claims to represent Cigna, this is likely a malicious or fraudulent call, and we advise you to take the following action:
  Please do not respond to the prompts or requests to share personal information, as this may cause additional calls.
  Block the phone number(s) on your cell phone and/or through your carrier.
  Report unauthorized/unwanted robocalls or other calls at one of the following federal agencies:
  
  The ************************ at: **************************
  The ********************************* at: ******************************************;

• Initial Complaint

  08/02/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am writing to file a complaint regarding unfair and unlawful business practices. I obtain this voluntary critical Illness ( ********)through *** **********, a company I used to work for at ***************************************** and ******************Dallas, TX **********: When I stop working for the company I was given the option to keep my Insurance and pay on it myself instead of it coming from my check, since I would no longer be employed by the company. I have had this critical Illness policy for over five years or more. The certificate number for this policy is **********. I pay on over the phone with my Bank debit card to a underwriting company **** ********* ******* ** ***** *******. I received a letter or statement in the mail, that they had not received my premium payment and to remind me that my critical Illness coverage is due on April 28,2023, and that my coverage will automatically terminate if they do not receive my premium payment for the total amount due within the 31-day. It said my grace period ends on May 3,2023. In order to keep my coverage. I made a payment on ***** 28,2023 Friday in the amount of $83.67 the confirmation number is ********** which was given to me over phone when I paid with my debit card. I called on July 19,2023 Wednesday to talk with someone because I had not received billing statement. I was told that my insurance had terminate because the person who took my payment over the phone on April 28,2023 Friday did not update it and didn't put it in the system. She also said she would it into the system so that would be corrected and that a message would be sent to the back office as well as someone will call me to take my next payment. I called again on July 25,2023 Tuesday, the lady I talked to said she would send another message to the back office. She ask for my email and phone number and said someone will contact me by email or text message, no one never did.I call on August 1st, 2023 Tuesday, talk to a lady who she would schedule a call back today for a supervisor to call me back to take my next scheduled payment and update and straighten out the problem with the payment I made on April 28,2023 Friday which was never updated in the system. No one never called. I call back again on that same day August 1,2023 Tuesday about 4:25p.m. , talk to man. Told him all the time I call and that I had been waiting for a supervisor to return my call. He said that he did not see that it was noted anywhere in the system that I had been calling about this problem. There has not been any update. He said it only shoi call on April 28,2023 Friday when I made the payment. I called again this morning August 2,2023 Wednesday about 7:59a.m. , in the morning waited on hold for about 45 minutes and was hung on me.

  Business response

  08/17/2023

  Dear Sir/Madam:

  Cigna is reviewing this matter and will be working directly with the complainant to resolve the inquiry.  We will notify your office, of the outcome, upon completion. 

  Sincerely,
  **********************************
  Senior Manager, Executive Correspondence

  Business response

  10/02/2023

  Tracking ID: **********

  Complainant: ****** **********

  Dear Sir/Madam:

  This is to advise you that ****** ********** concern related to her premium payments has been resolved. The customer was notified and satisfied with the outcome.

  Sincerely,

  ***** ************

  Senior Manager, Executive Correspondence

• Initial Complaint

  07/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Cigna owes me $1,100 for paying out of pocket for a procedure that is covered by my plan. The procedure was done in Jan. 2023. I have yet to receive the check, I have called everyday for the last two weeks looking for my check.

  Business response

  07/27/2023

  July 27, 2023
  
  Better Business Bureau
  1411 K ST NW, 10th Floor
  Washington, DC 20005-3404
  
  Customer: ***********************   
  Tracking ID: **********
  
  Dear Sir or Madam:

  Cigna is reviewing this matter and will be working directly with the complainant to resolve the inquiry. We will notify your office of the outcome upon completion.  
  
  Sincerely,
  
  **********************************
  Senior Manager, Executive Correspondence

• Initial Complaint

  06/26/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  My insurance company Cigna is not paying the amount I was told they would pay. I called ahead to make sure what they covered as the conselor I was seeing is out of network. The representative on the phone said my out of network deductable is $500.00 and then the insurance would pay 60% after that. I have paid a total of $870.00 and they do not consider my deductable paid because they determine how much they are going to pay the counselor. So if they charge me 210 dollars a visit and the insurance says they are only going to pay 110 then take 60% off of that and apply it to my deductable. That is wrong. That is not how it was explained to me or I might have not chosen to go out of network. This is why people do not get the mental health care they need is because insurance doesn't not want to pay what they rightly should.

  Business response

  07/13/2023

  July 13, 2023
  
  BBB
  1411 K St. NW, 10th Floor
  Washington, DC 20005-3404
  
  Re: Customer: ******* ********

  Dear Sir or Madam:
  
  Cigna is reviewing this matter and will be working directly with the complainant to resolve the inquiry. We will notify your office, of the outcome, upon completion.
  
  Sincerely,
  
  ***** ************
  Senior Manager, Executive Correspondence

  Business response

  07/19/2023

  July 18, 2023  
  

  Dear Sir/Madam:  
  

  This is to advise you that ******* ********’s concern related to the processing of her  out of network claims has been resolved. The customer was notified via telephone  the claims processed per her plan’s benefits. She was given proper information  concerning her benefits prior to receiving them.  
  

  Sincerely,  
  Cigna's Office of Senior Leadership Escalations

  Customer response

  07/19/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: We did not settle it.  All they did was argue and refuse to admit they told me several different ways they told me my benefits went.  Please see attatched.  I'm the only one seeing the counselor so out of pocket deductable there saying is $250 individual.  Why are they making me pay $500?  How am I suppose to know they pick and choose how my out of pocket maximum will be paid.  They can decide what they think how much the dr. appointments was worth paying instead of what the dr. actually billed.  The person would not listen to me at all just kept repeating herself like I was a little child. Very rude.  
  
  Regards,
  
  ******* ********
  

• Initial Complaint

  06/19/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Patient went into hosptial for emergency tumor excision surgery, On-call surgeon requested intraoperative neuromonitoring from his preferred provider. Neuromonitoring team is out of network with Cigna, However per the 2022 "No Suprise Billing Act". Out of network providers at an in network facility on an emergency basis are to be processed in-network at the average in-network rate (called the QPA or "Qualified Payment Amount")For nearly a year, Cigna continues to tell the provider to bill the family for a service in violation of federal law. Provider has already appealed and had claim upheld. Please get in touch and rectify this case, get it off the patient's back.

  Business response

  07/06/2023

  Dear Sir or Madam:

  Cigna is reviewing this matter and will be working directly with the complainant to resolve the inquiry. We will notify your office, of the outcome, upon completion.  
  
  Sincerely,

  **********************************
  Senior Manager, Executive Correspondence

• Initial Complaint

  06/19/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  This company will not stop calling me with there automated message. It have asked multiple time to be removed from the list and I am filling this out in hopes that I am finally not contacted by them ever again. They come off as a scam and just because of all the calls I would never use Cigna.

  Business response

  07/05/2023

  It has come to Cigna's attention that individuals are receiving suspicious robocalls from an entity falsely identifying itself as Cigna. The purpose of these calls seems to be to collect personal information or to market insurance products and services.

  These robocalls share the following characteristics:
  -Calls occur multiple times throughout the day.
  -Calls may come from different phone numbers.
  -Caller may request personal information under the false pretense that you are purchasing Cigna insurance coverage.
  -Automated recording may prompt you to "press 1 to speak to the operator or get your name taken off the list."

  These calls are not coming from Cigna or any Cigna partners. Cigna and its partners will identify themselves as Cigna or a representative of Cigna and will comply with the Federal Trade Commissions' National Do Not Call Registry.

  Protecting your privacy is very important to Cigna and Cigna partners. If you receive an unwanted or unauthorized robocall that claims to represent Cigna, this is likely a malicious or fraudulent call, and we advise you to take the following action:
  -Do not respond to the prompts or requests to share personal information, as this may cause additional calls.
  -Block the phone number(s) on your cell phone and/or through your carrier.
  -Report unauthorized/unwanted robocalls or other calls at one of the following federal agencies:
     -The ************************ at: **************************
     -The ********************************* at: *************************************

  Customer response

  07/06/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *************************
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩