ComplaintsforCigna

Insurance Companies

Additional Complaint Information

Customer Complaint:

Please be advised that due to the high volume of complaints received for this business, BBB publishes 1 out of every 10 complaints handled through our conciliation process.

See all additional business information

Need to file a complaint?

BBB is here to help. We'll guide you through the process.

File a Complaint

Initial Complaint
03/07/2022
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I am primarily insured under my fathers medical plan through Cigna. I have no other insurance coverage. Cigna has been claiming that I am covered by ****************** for months now. I have no idea where this came from, as Cigna won't even give me a reference or group ID number for this coverage that they claim I have through *******. I've been fighting Cigna to update their coordination of benefits to rightfully cover me for months now. I have repeatedly been told by customer service that they have escalated the issue to their CoB team, only to call 10 business days later and find out they couldn't update because they found a fake ******* coverage. I even called ******* and spoke to a representative there who confirmed with me that I am not covered by them, who then got a representative from Cigna on the same call to verbally confirm with them that I have no such coverage. That phone call ended with the representative from Cigna verbally confirming to me that my CoB would be updated to primary coverage, since ******* confirmed that I have no coverage with them. I then called back 10 business days later to confirm that the update had gone through, only to hear the same lie again, that I am covered by *******. Cigna will not give me a reference number or group ID for this coverage that they claim I have. So for all I know they are just making this up. I now have close to $1000 of medical bills that are going to be sent to collections because this CoB process has taken months with no resolution. I cant afford these bills without coverage and I cant afford to be sent to collections. I have now been on hold with Cigna for 1.5 hours waiting to speak to a supervisor.
Business response
03/18/2022
Cigna is reviewing this matter and will respond with additional information.

We take patient confidentiality seriously

Protecting our customers personal health information is critical. So much so, that the Health Insurance Portability and Accountability Act (HIPAA) requires that we protect an individuals private health information (PHI). Because this matter requires that we look into personal information, we need him/her to give us permission to share our findings with the Better Business Bureau. ********************* can grant this permission by signing the attached Authorization for Use and Disclosure form.

Winona C***********
Senior Leadership Escalations
Initial Complaint
02/23/2022
Complaint Type:
Order Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Hello, We are a member of cigna insurance. We went to a weight loss center for potential weight loss surgery. We called cigna they stated it could be covered, the surgery team stated they called and it would be covered if we met 4 conditions. We have spent 1500 filling these conditions. During this time us and the surgical team called again to confirm. Now that we submitted for the approval. They denied us stating that the service is a non covered procedure. We called cigna and they guy admitted they made a mistake and that we might be able to get an exception made because of the screw up. They transferred me to the precertification team who hung up on me saying not their problem. I would like them to cover the service they promised to cover.
Business response
03/08/2022
Cigna has reviewed this inquiry and sent our decision letter to the customer via mail on March 8, 2022. If **************** wishes for us to share our decision with the BBB Cigna will need the attached authorization for disclosure of information form completely filled out and returned.
Thank you
Business response
03/18/2022
A letter has been sent to the customer with Cigna's decision. I understand the customer may disagree with the outcome, however the decision made is our final determination. We are happy to share a copy of our decision letter with the BBB but we will need a copy of Cigna's Authorization for disclosure of information form completely filled out and returned to us. A copy of this form is attached.
Thank you
Customer response
03/29/2022
[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: cigna is liars, told my wife doctor one thing and then changed up their story.

Regards,

***************************
Initial Complaint
02/22/2022
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Hello and good Day, Claim for Dental service due to a fall from Cigna Insurance. Cigna ID# ********* Account# ******** Date of service June 15th, 2021 See attached letter for more information. Cigna must be held responsible this type of predatory practices. Thank you for your assistance with this matter.
Business response
03/02/2022
Cigna is reviewing this matter and will respond with additional information.

We take patient confidentiality seriously. Protecting our customers’ personal health information is critical. The Health Insurance Portability and Accountability Act (HIPAA) requires that we make every effort to protect an individual’s Private Health Information (PHI). Since this matter requires that we look into personal information, we will need to secure permission from the customer to share our findings with the Better Business Bureau.

******* *********** can grant this permission by signing the attached Authorization for Use and Disclosure form.

Pamela D*****

Senior Leadership Escalations

Office: ###-###-####
Customer response
03/02/2022
[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:

Cigna can simply resolve and pay my claim. Then there is no reason for Cigna to disclose any HIPPA information to BBB. This is simply another delay tactic.

Regards,

******* ***********
Initial Complaint
02/18/2022
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
My employer chose ********** a Cigna Company to manage our Flexible Spending Accounts. This is an account of my own pre-taxed money that I can only use on select medical items and services. I understand the conditions of what is eligible for FSA and what is not. I made a mistake and submitted payment for eligible services that happened to have occurred in the previous tax year (making it an ineligible payment) and ********** a Cigna Company's response was to lock me out of my account. They removed access to my own money and denied several eligible claims I tried to submit! Even after I repaid the amount of my said mistake - they continued to deny me access to my own money! I have sent many angry emails and made a couple angry phone calls. The most recent phone associate assured me that everything is fine, but I do not believe her.
Business response
03/17/2022
Thank you for forwarding this complaint to Cigna.
******************************* does not have a line of business with Cigna Corporation.

****************** Flexible Spending Account (FSA) is administered by Allegiance,and his complaint should be addressed by Allegiance.

Allegiance Corporate Headquarters
**** ************************************
P.O Box ****
Missoula, MT **********
Toll Free:************
*************************
Thank you for your assistance with this matter.
Customer response
03/31/2022
[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:
This is a typical pass-the-buck response. If Cigna owns or collaborates with ********** to provide a service, then they need to own or collaborate with ********** when their service fails. "Oh, you need to contact Cigna for this." Come on. Who hasn't heard something like this before? It says on the card ********** is a Cigna Company. Well, Cigna, it's your company - your company's failures are your failures. The responsibility to do something about it is on you.

Regards,

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

Business response
04/27/2022
As stated in an email to you on 02/24/2022:

The complainant, ***************************, does not have a line of business with Cigna Corporation. This BBB complaint cannot be handled by Cigna Corporation.

The complainants Flexible Spending Account (FSA) is administered by **********, and his complaint must be addressed by **********.

Please send the complaint to ********** Corporate Headquarters.

********** Corporate Headquarters

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

P.O Box ****

Missoula, MT **********
Toll Free: ************

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

Please advise.

Thank you for your assistance with this matter.
Initial Complaint
02/17/2022
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I have had this issue with Cigna paying out my claims. This started in 2018. They would deny my claim then with multiple phone calls and contacting the dept. Of labor Cigna would pay out the claim. Each year I file they do the same thing. Deny for out of network. Then I provide my in-network adequacy number and refile. Then they charge me a daily copay. I go to a clinic once every 28 days and get medication that I take daily at home. Cigna wants to charge me a daily copay for taking medication at home. After jumping through hoops they finally cover this service and medication. Once my deductible is met its cover by co-insurance at 80/20. I have gone through this for 2018,2019,2020, and now fighting for payment for 2021. This is ridiculous to have to fight for over a year to reimburse me for medical coverage that you cover every year after a long process. I ask that my claims from 2021 be covered like they were for previous years. Also put a note in my file so this doesn't keep happening every year.
Business response
03/10/2022
Cigna has mailed our decision letter to the customer on March 10, 2022. If *** ***** wishes for us to share a copy of our decision letter with the BBB we will need the attached authorization for disclosure of health informaion form completely filled out and returned.

Thank you
Customer response
03/14/2022
[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:

I have had this same issue since 2018. Cigna has paid out these claims and reimbursed me every year after the back and forth and getting the Department of Labor involved. They apply it to my deductible then once my deductible is met its applied as co-insurance. I am attaching a copy of an email that was sent to the Department of Labor from Cigna Employee Pamela L** stating that Cigna's claim department had incorrectly coded the claim as an in office visit rather then a take home medication that I take on a daily basis. All I am asking is that Cigna process these claims as it did for 2018, 2019, and 2020. I am asking that it be applied to my deductible then applied to co-insurance as it was last year and the 2 years prior. It's insane that I have to go through this process every year for Cigna to correctly process and pay my claims. I also attached a copy of an EOB that was processed correctly as co-insurance. It was processed with 80/20 after my deductible was met and I was sent a check from Cigna for $417.60.
I am confused why Cigna wants to process this as a daily copay for taking daily medication at home. Co-pays are for the visit to the doctor's office. Lastly I would like to touch on this matter from my personal experience with addiction. I am in recovery from drug addiction. I have been clean and sober for over 14 years. This medication was a life saver for me. Because it was a life saving medication for me I view it as one would view insulin for a diabetic. An insurance company wouldn't expect someone to pay a daily copay for giving themselves their insulin everyday. So why would an insurance company expect someone to pay a dialy copay for taking medication at home for addiction recovery.

Regards,

********* *****
Initial Complaint
02/15/2022
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
In July, ************** and Medical Group went out of business and my Primary Care Physician (PCP) was transferred to the ******** ******* *****. At that time my new PCP order Lab work (blood work) for me and I happen to metion that Cigna ******** like their Lab Work done by Quest Diagnostic. So the nurse wrote up the Lab Work order for ***** **********. Later, I receive a bill form ***** ********** because Cigna ******** refused to pay. Cigna reason was that ******** ******* ***** was suppose to pay for the lab work. ******** ******* *****, states that they do all of their lab work in house (which I was not informed about, neither by Cigna or ********). I have called Cigna Medical Group every month since then and they state that they are working on it and it has been seven months and I am still receiving bills from ***** **********. Who is suppose to pay for this ****?Acct. #: ******* Bill Dates: 7/21/2021 12/07/2021 1/05/2022 2/02/2022 Amt.: $625.38
Business response
03/10/2022
We are a ******** Advantage plan and will review and process our Customers concerns according to the Centers for ******** and ******** Services (***) guidelines. Cigna ******** is a covered entity under HIPAA and must comply with its standards and restrictions. We are not able to release Personal Health Information (PHI) to a member representative without written consent from the member. As a result, we are unable to initiate a review of this grievance without the appropriate written member consent. We have included an Appointment of Representative form for you to complete with the member and then return it back to us. We will review your request again once the appropriate valid written member consent has been received. Thank you for bringing your concerns to our attention and allowing us the opportunity to respond.
Customer response
05/12/2022
[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: The paper work was mailed to Cigna and no response was ever received from them. Advocate Health Care and Cigna do not communicate with each other and Medicare should be made a where of it.

Regards,

***** ********
Business response
05/18/2022
We are a Medicare Advantage plan and will review and process our Customer’s concerns according to the Centers for Medicare and Medicaid Services (CMS) guidelines. Cigna Medicare is a covered entity under HIPAA and must comply with its standards and restrictions. We are not able to release Personal Health Information (PHI) to a member representative without written consent from the member. As a result, we are unable to initiate a review of this grievance without the appropriate written member consent. We have included an Appointment of Representative form for you to complete with the member and then return it back to us. We will review your request again once the appropriate valid written member consent has been received. Thank you for bringing your concerns to our attention and allowing us the opportunity to respond.
Initial Complaint
02/15/2022
Complaint Type:
Order Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I have Cigna health insurance through my job. We have a $3,000 deductible. The company I work for provides us with $2,000 on an FSA card to go towards the deductible. I elected to put an additional $1,000 on this card from my salary. I had an endoscopy done in November. At the time, I had not yet met the deductible. In between having the procedure and getting billed for it, I met my deductible. Now Cigna is refusing to cover half the procedure, saying I owe it due to the deductible. But I have records of all my transactions on the FSA card. I met the $3,000 deductible without the charge for the endoscopy. I called Cigna and they just said I have to pay the money. Cigna must cover this.
Business response
02/18/2022
Cigna is reviewing this matter and will respond with additional information.

We take patient confidentiality seriously

Protecting our customers personal health information is critical. So much so, that the Health Insurance Portability and Accountability Act (HIPAA) requires that we protect an individuals private health information (PHI). Because this matter requires that we look into personal information, we need him to give us permission to share our findings with the Better Business Bureau. *********************************** can grant this permission by signing the attached Authorization for Use and Disclosure form.

Deanna C********
Senior Leadership Escalations Team
Customer response
03/15/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********. I have decided not tp pursue this any further. I thank the BBB for their assistance. I have decided not to deal with Cigna and their unreasonable solutions. I spoke with the medical provider billing office today (***). The person I spoke to said that Cigna's solution is ridiculous and that they never heard anything like that before. She assured me that *** will resubmit the claim to Cigna and Cigna will pay it.
Regards,

***********************************
Business response
03/31/2022
Thank you for forwarding this complaint to Cigna. Cigna has reviewed this complaint regarding ******* **********’s concern. We did attempt to contact the customer a few times with no success.

The plan deductible/out of pocket is determined when the claim is processed, it is not calculated on what the customer paid up front to the provider(s). When a customer has a plan with a deductible or out of pocket maximum, the provider may have a policy to collect the estimated rate at the time of service. The arrangement will be between the doctor and the customer. The customer should review their Explanation of Benefits (EOB) when the claim processes and request a refund on any overpayment directly from the provider.

We understand ******* ********** may disagree with our decision, however this review serves as our final review of this matter. A resolution email has been sent to the customer on March 23 2022.

Deanna C******
Senior Leadership Escalations
Initial Complaint
02/04/2022
Complaint Type:
Order Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Service Date: 10/7/2021, Provider ************************* CignaID: ********* **. ****** Health initially went out of network at the end of Sept. This was then adjusted for a contract end on Oct. 30th. I utilized a ** ****** Health Medical Group provider, *************************, who had been in network when I utilized her in August. As informed by saveourhealthcare.cigna.com/****** (pdf attached), this doctor was going to stay in-network until the end of the month. I filed 3 claim adjustments and an appeal (which was cancelled without any notice to me), to no avail. The first dispute was filed incorrectly, then the other adjustments claimed that the doctor wasn't providing service under the extended contract. Per the official Cigna published website, **. ****** Health would be leaving the network at the end of the month. Several times in the published website does Cigna claim to be attempting to keep these individuals in their provider network, but they now claim that they had already left the network on my date of service. If they are correct and my provider was out of network, then Cigna engaged in extremely deceptive practices. I was force to pay $297.00 by my health care provider, due to lack of payment by Cigna. I seek a direct payment of $267.00 ($30 co-pay), or I will be heavily lobbying to ensure that Cigna does not remain my company's insurance provider in the future. The terrible service, and the extreme lack of transparency is disgusting and unacceptable.
Business response
02/18/2022
This issue has been reviewed and marked as resolved. We have communicated resolution with the customer directly.
Thank you
Customer response
03/01/2022
[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
01/22/2022
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Our daughter had ********** services to correct her teeth through *********** Orthodontics in Pennington, NJ. Since ************* Orthodontics is not an in-network provider with Cigna, my dental insurance company, we had to pay ************* Orthodontics for the ********** services out of pocket, starting with a deposit of $2,400 on 1/21/20 and the remainder of $3,721 on September 21, 2021 for a total of $6,221. When our daughter had the ********** services performed at ************** Orthodontics on October 22, 2021, the service date, the office of ************* Orthodontics filed the claim on our behalf and stated that Cigna is to pay the claim benefit directly to me. The amount Cigna still needs to reimburse me for the claim is $2,000, which is the benefit maximum for Orthodontics. Both ************* Orthodontics and I have been calling Cigna almost every week to follow up on the claim since I have not received any reimbursement from Cigna for the ********** services that my daughter received on October 22, 2021. Every time I called Cigna, the representative apologized and stated that an escalation ticket will be opened, and that it will take a couple of weeks before we get any follow-up from Cigna. Here are 2 of the escalation ticket numbers that the Cigna representative opened: #**** on 11/15/21 and #**** on 12/3/21. Cigna has yet to provide an estimate of when it will be issuing a refund for our paid services.
Business response
02/21/2022
Cigna is reviewing this matter and will respond with additional information.

We take patient confidentiality seriously

Protecting our customers personal health information is critical. So much so, that the Health Insurance Portability and Accountability Act (HIPAA) requires that we protect an individuals private health information (PHI). Because this matter requires that we look into personal information, we need her to give us permission to share our findings with the Better Business Bureau. ***************** can grant this permission by signing the attached Authorization for Use and Disclosure form.
Sincerely,

*****************************
Senior Escalations Leadership Team

Enclosure: Non-Discrimination and Language Assistance Notice
Customer response
02/26/2022
[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 I would like to close the complaint since my employer is addressing the issue with Cigna. I appreciate your team's help with the matter.

Regards,

*****************
Initial Complaint
01/18/2022
Complaint Type:
Order Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I was going to retire as of 12/24/2021 which I did. All of my health benefits were terminated as of 12/31/2021 with my employer. I looked into a dental insurance with Cigna back in September 2021, I told them that I would need coverage for a dental plan, and that I already had dental coverage with Cigna through my employer. I was informed that I could have coverage with both at the same time. But I could have effective after my termination date and that I had to pay $54 for that coverage which I did and the payment was processed from account on September 30, 2021. The new personal insurance policy would be effective as January 1, 2022. I called today to cancel that policy and was told by Maria that my new personal insurance policy was in effect as 12/01/ 2021. How can you have two insurance coverages with the same insurance company when my employer health plan coverages did not terminate until 12/31/2021. Is this legal?
Business response
01/27/2022
Cigna is reviewing this matter and will respond with additional information.

We take patient confidentiality seriously

Protecting our customers personal health information is critical. So much so, that the Health Insurance Portability and Accountability Act (HIPAA) requires that we protect an individuals private health information (PHI). Because this matter requires that we look into personal information, we need her to give us permission to share our findings with the Better Business Bureau. ******************************* can grant this permission by signing the attached Authorization for Use and Disclosure form.

Sincerely,
Christine A*******
Senior Leadership Escalations Team
Customer response
03/31/2022
This complaint has been resolved.

Thank you,

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

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. ↩

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.

Cookies on BBB.org

ComplaintsforCigna

Additional Complaint Information

Need to file a complaint?

Complaint Details

Showing all complaints

Business response

Business response

Business response

Customer response

Business response

Customer response

Business response

Customer response

Business response

Business response

Customer response

Business response

Customer response

Business response

Business response

Customer response

Business response

Business response

Customer response

Business response

Customer response

Business response

Customer response

BBB Rating & Accreditation

Contact Information

Customer Complaints Summary