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Initial Complaint
12/07/2021
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.
I paid $30.00 which was to be reimbursed by *******************************, St. Louis, MO or CIGNA.CIGNA informed me that this payment was covered (refraction charge) but after a year of back and forth, I still have not been reimbursed. I sent in all my paperwork to CIGNA and they said they would find a resolution but I have not heard anything back.
Business response
12/15/2021
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
Customer response
01/13/2022
[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:
same reasons I have given previously. You can close as UNRESOLVED but I don't accept CIGNA's explanations. I and ***** ******* did everything possible to get my visit reimbursed after NUMEROUS contacts with CIGNA.

Regards,

*************************
Business response
01/25/2022
Thank you for forwarding this complaint to Cigna. Cigna has reviewed this complaint and previously issued resolution letters to the customer on 12/15/21, 01/03/21 and 01/11/22. Cigna has not received a claim for these services. Cigna cannot review payment for services without a claim. It is too late to file a claim for this date of service. Another letter has been sent to the customer via email on 01/25/2022.
Initial Complaint
12/01/2021
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. I have submitted four claims for this issue. It has been almost an entire year of back and forth about this one thing. I am being scammed I was not given credit for completing the Preventive Care wellness activity to earn $200 last year. I have contacted support about this before and thought it was solved. The claim was also denied for this physical despite Cigna customer service directly telling me to go to that *** ************* and it would be covered 100% with credit for the physical. This is claim ************* / ********* service date 12/23/20. The customer service interaction 12/21/20 with ***** directly stated this would be covered 100% and count toward the Annual Physical component of Preventive Care wellness activity for 2020. On 8/2/21 I spoke with ***** from Cigna. She spoke to *** Caremark The *** rep advised they aren't able to update any of the coding. The *** rep did advise that I can contact them and request a summary of care from them, but advised it did have to be requested by me directly. I called *** immediately afterwards and they advised me ************* physicals are not meant to replace Annual Physicals. Despite this, as you can see within your system, my customer service interaction 12/21/20 with ***** directly stated this would be covered 100% and count toward the Annual Physical component of Preventive Care wellness activity for 2020. The customer service interaction 12/21/20 with ***** directly stated this would be covered
Business response
12/13/2021
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,

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

Executive Office Advocacy Team

Enclosure: Non-Discrimination and Language Assistance Notice
Initial Complaint
11/29/2021
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.
The Pharmacy and Doctor office have advised me that my coverage is no longer active. This is incorrect as I am fully paid with Cigna thru 12/31/21. My wife and I have spent 10+ hours working with various Cigna resources a couple weeks back who have confirmed that my coverage (2 adults, 2 minors) is valid and that their system has been updated accordingly to demonstrate the correct coverage - Case # *******. However, since then, my pharmacy and Dr Office have both advised that the coverage is NOT valid. My wife needs to pick up a life-sustaining prescription TODAY and I need Cigna to fix their problem. Between the hours spent with various Cigna agents trying to get this resolved, the pharmacy/ doctors offices and driving around, I would like compensation from Cigna as well!
Business response
01/18/2022
December 9, 2021

Better Business Bureau Serving Metro Washington DC & Eastern Pennsylvania
1411 K Street NW, 10th Floor
Washington, DC 20005
Attn: Dispute Resolution Department

Re: ***** ******* / #********

Dear Sir/Madam:

I am in receipt of your letter regarding a complaint filed by *** *******. Express Scripts reviewed *** *******’s concern and would like to take this opportunity to respond.

By way of background, ******* ******* administers prescription drug benefit plans on behalf of plan sponsors. ******* ******* provides plan sponsors with “core” pharmacy benefit management services, including third-party claims processing, formulary administration, benefit plan communications, and other similar activities. ******* *******’ home delivery pharmacy provides home delivery of prescription medications to beneficiaries of the pharmacy benefit plans sponsored by the clients. These services, contracted by the plan sponsors, satisfy the plan sponsors’ goals of providing a cost-effective, seamless and clinically appropriate benefit for its patients.

*** ******* expressed concern with difficulty obtaining his wife’s medication at the retail pharmacy due to his prescription plan coverage no longer being active and requested his coverage be updated. *** *******’s eligibility was updated, on November 30, 2021, to reflect full family prescription coverage with an end date of December 31, 2021. As a result, ********* Pharmacy was contacted and ********’s confirmed that **** ******* secured the medication on November 29, 2021 with a ****** coupon.

I trust this letter has been responsive to your request for information regarding this complaint. If you have any questions regarding this matter, or desire any further explanation or information, please contact me directly at ###-###-####.

Sincerely,
Casie H***********
Senior Manager, Executive Correspondence
Business response
02/08/2022
December 9, 2021
Dear Sir/Madam:
I am in receipt of your letter regarding a complaint filed by *** *******. ******* ******* reviewed *** *******'s concern and would like to take this opportunity to respond.
By way of background, ******* ******* administers prescription drug benefit plans on behalf of plan sponsors. ******* ******* provides plan sponsors with "core" pharmacy benefit management services, including third-party claims processing, formulary administration, benefit plan communications, and other similar activities. ******* *******' home delivery pharmacy provides home delivery of prescription medications to beneficiaries of the pharmacy benefit plans sponsored by the clients. These services, contracted by the plan sponsors, satisfy the plan sponsors' goals of providing a cost-effective, seamless and clinically appropriate benefit for its patients.
*** ******* expressed concern with difficulty obtaining his wife's medication at the retail pharmacy due to his prescription plan coverage no longer being active and requested his coverage be updated. *** *******'s eligibility was updated, on November 30, 2021, to reflect full family prescription coverage with an end date of December 31, 2021. As a result, ********* Pharmacy was contacted and Walgreen's confirmed that **** ******* secured the medication on November 29, 2021 with a ****** coupon.
Sincerely,
Casie H*********** Senior Manager, Executive Correspondence
Initial Complaint
11/24/2021
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
ATTN:Cigna ******** ATTN: Appeals Unit PO Box ****** Chattanooga,TN******** FAX: ************** NAME: ***************************** Cigna ID: ************************* Claim ID: ************* WHY: On October 30, 2021, I went to my dentist and had dental work performed. On this same date October 30,2021, I mailed my *************************** Dental Claim Form to Cigna's Provider Reimbursement Dental Claims Office, Cigna PO Box **********, Chattanooga, TN ********, 1-************, for reimbursement for this claim, in the amount of $620 -- all receipts for payment were included for my payment to my dentist, ******** ******* DMD, **********************,********************************************************, Windermere, FL *****************************, ************.Beginning on January 1, 2021, Cigna Preferred ******** (HMO) *********, was my Cigna provider, which has dental coverage in the amount of $1,000 per year (an earlier dental claim for $520 was previously made in 2021, leaving a balance of $480). After receiving information from my dentist concerning a need for further dental work, I called a Cigna representative, who stated that a good option for increasing my dental coverage was to go with their Cigna Primary ******** (HMO) *********, which would boost my dental coverage from $1,000 to $2,000 per year, and had a monthly fee of $18.90 -- the Cigna representative stated that a switch to this plan would not entail any problems! The new plan became effective on November 1, 2021, and I still had coverage with my original CIgna plan in the amount of a remaining $480.However, on Friday, November 19, 2021, I called the Cigna Dental Services 1-************, inquiring about the status of my October 30, 2021, dental reimbursement. I was told that the claim was DENIED, because I did not have any Cigna coverage. She stated that the new plan was not in effect until November 1, 2021, and that I did not have coverage prior to November 1, 2021. I directed her attention to the fact that I had been a Cigna customer since January 1, 2021,
Business response
12/15/2021
Cigna HealthSpring's Member Grievance Unit is reviewing this matter and will respond with additional information.

Thank you.
Customer response
12/23/2021
ATTN: *************************

Please close my BBB complaint, ID ********, with Cigna Dental for reimbursement of my October 30, 2021, *** dental reimbursement claim. I received a check in the amount of $480 from the Cigna Dental Reimbursement Department. I appreciate your efforts in contacting Cigna -- your assistance was invaluable. Thank you so much.

Have a wonderful Christmas and a JOYOUS New Year!

Sincerely,
*****************************
Initial Complaint
11/16/2021
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.
Prior to a dental appointment, when speaking with a Cigna representative, I was told that I would receive limited coverage for a visit to an out-of-network dentist. Then the claim filed by that dentist was completely denied. On the phone, I was quoted payment of $117 toward a bill of $144. I have since tried to call Cigna three times to resolve this issue, but each time I call I am quoted a wait-time of between 1.5 and 2 hours. This seems unreasonable to me. I have also tried to use Cigna's 'chat with a representative function' on their website, but after being told that the chat will begin in 9 minutes, no one ever becomes available.
Business response
11/22/2021
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 individual’s 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.
Executive Office Advocacy Team
Customer response
11/23/2021
[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: there is no way for me to sign these forms and submit them electronically. Even if I printed them and signed them, I have no idea where to send them.

Regards,

******* ******
Initial Complaint
11/15/2021
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.
We have had Cigna insurance for than a year. Now they have unilaterally decided I can no longer cover my husband since he works for the same company. They charge us $800 a month to not cover anything. This is bait and switch and borderline illegal. I demand this company refigure their policies out, or we will sue for negligence, harassment and any other thing they piss me off over. Do their job correctly and fairly, or lose clients, gain a bad reputation in the military community, and get sued your choice I don’t care. Either way most unprofessional ******** I’ve dealt with, and your customer service sucks
Business response
12/01/2021
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 individual’s 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.
Business response
12/09/2021
Thank you for forwarding this complaint to Cigna. Cigna has reviewed this complaint regarding ***** ******* concerns about their Medical policy. I can confirm a resolution letter was sent to the customer on December 3, 2021 , confirming their employer will not allow employees to cover other employees for 2022. The employer confirmed all employees impacted were informed of the changes for 2022. For additional questions the customer should contact their employer directly.

Thank you again for sharing your concerns with the Executive Office at Cigna.

Sincerely,

Christine A****
Executive Office Advocacy Team
Customer response
12/09/2021
[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:
You did not duely inform employees of the change until the last possible second when it was impossible to change it. There was no letter sent out, and you know that. We argued about that on the phone. And last I checked our employer doesn’t make decisions about your policy, stop lying and passing the buck

Regards,

***** *******
Initial Complaint
11/03/2021
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.
ONGOING ISSUE FROM 2020- I NEVER GOT MY $125 GIFT CARD AS A REWARD FOR DOING MY HEALTH COACHING BY PHONE FOR $50, PERSONAL ASSESMENT FOR $50 AND PREVENATIVE CARE FOR $125. KEEP BEING REFERREDTO A GIFT CARD NUMBER WHO CANT ASSIST BC IT WASNT GENERATED. I CALL CIGNA BACK AND SPEAK WITH MARK, CHRSTINE AND CURRENTLY JACQUELINE. WHO CONFIRMS THIS BUT DOESNT RESOLVE ME IN GETTING THIS! spent over a week , 8 plus hours and nothing!
Business response
11/16/2021
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 individual’s 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.
Thank you again for sharing your concerns with the Executive Office at Cigna.

Sincerely,

Christine A****
Executive Office Advocacy Team
Customer response
11/19/2021
[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: 16091520

I am rejecting this response because:

where does this form get sent to? FAX?

Regards,

Paul Wanson-simmons
Initial Complaint
10/19/2021
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.
My daughter was referred to get an Xray and Ultrasound on her head because two different pediatricians recommended that she needed this done ASAP. They said they had never seen anything like that and were wondering if she fell or sustained a serious injury. After these appointments, they recommended we see a neurosurgeon in a different county -- that's how serious the diagnosis was at the time. Now, Cigna is claiming that the service was not medically necessary and want me to pay 1,036 for these charges. First off, I'd like to call BS. Having doctors tell you that you need to take your 2 month old daughter to see a neurosurgeon is a scary endeavor for a new parent. The gaul of these people to state that this was not "medically necessary" is laughable. It is apparent that whomever made this decision is in their pocket. Judging from their BBB score, others agree with me. I want Cigna to know two things. I will not be paying anything charged here and I will be switching coverage.
Business response
10/26/2021
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.

Winona C**********
Executive Office Advocacy Team
Initial Complaint
10/18/2021
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I filed two out-of-network dental claims to Cigna Dental in July 2021 while still employed by ** ***** in New York. They were processed and paid in checks but were then sent to Cigna Dental in TN instead of my work address in NY. They knew I would not be able to claim the checks from there as I worked in NY and have since returned to Canada due to our office closure during pandemic. I called to change the address but Cigna said that only ** ***** could request the address change. My former employer has already changed my address in the system to Canada which is shared with Cigna, but Cigna still refused to acknowledge my verified Canadian address. The checks are still unclaimed and I've been following up with Cigna how to reissue and send the checks to my permanent address in Canada. I have since separated from ** ***** in September and my former employer does not know how else to help me. Only Cigna would not cooperate and has unilaterally change my address to Cigna Dental in TN.
Business response
11/11/2021
Good evening,
I have sent a written response to the customer indicating that we have corrected the mailing address in our system. I have also confirmed that both checks have been reissued to the customer at the correct mailing address on November 9, 2021. The customer should receive the checks within 10 business days. A copy of the explanation of benefits was sent to the customer along with our response.
Thank you,
Kelly
Customer response
11/25/2021
[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. I'm just waiting for the checks to arrive.

Regards,

****** *********
Initial Complaint
10/16/2021
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Remove this name and address from mailing list. This person died almost a year ago and has never lived here. ****** ******** *** *********** ** Henrico, VA **********
Business response
10/21/2021
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 individual’s 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*******

Executive Office Advocacy Team
Business response
11/08/2021
- Thank you for forwarding this complaint to Cigna. Cigna has reviewed this complaint regarding adding a person to our Do Not Contact list. A resolution letter has been emailed to the customer on October 29, 2021 advising this has been completed and to please allow 6 weeks for it to take effe
  
  Winona C*******
  Executive Office Advocacy Team
Customer response
11/08/2021
[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,

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

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