ComplaintsforCigna

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Initial Complaint
05/12/2023
Complaint Type:
Customer Service 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 filed an accidental injury claim on March 8th with all supporting documentation , ER visits, MRI scan CT Scans and doctors visits to Cigna. They told Me that had 30 day to process it. 30 days goes by nothing. I call. They tell yes they have it but it hasn’t been process but what they will need is my Accident report. To send that it it should be processed in a few days emailed my accident report. Waited a week called back yeah still hasn’t been processed “ it’s should t be long, by thing point we are at 6 weeks which I explained truly is not acceptable and I would like the pesos handling my case to please call me as everting is there for them in a neat little bow. Another week goes by and nothing. I call again as they said it’s has not been looked at and not notes . I then asked to speak to a manager. She said I can escape it to a manger and a held **** call in 5 days. I said “ 5 days?” She said then will need time to look and you case and speak the person assigned to you case and see what is going on. That 5 days was up on Monday of this. I tried to give them the benefit of the doubt here but by today I knew no one was calling. I called back and the told me no one has looked at my case and that he will put in another request for management to call me. They are obviously not going to call me . All I am trying to do is get my claim processed and get some as weed and all of have gotten is lies and the run around. 30 days and then into 9 weeks, and that Few days has turned into weeks. I need help.
Business response
05/17/2023
May 17, 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
05/26/2023
May 18, 2023
Dear Sir/Madam:
This is to advise you that *** ******’s concern related to a critical illness claim has been resolved. The customer was notified and advised of the outcome.
Sincerely,
Casie H***********
Senior Manager, Executive Correspondence
Initial Complaint
05/12/2023
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.
CIGNA cancelled my insurance for three months nonpayment of premiums AND then bars me from re-enroling in special enrollments. Why ban its customers from dental enrollments because os non-payment for this? To punish them? Or are they weeding out customers they don't want back? This s should not have happened. My premiums are on autopay and CIGNA has managed to s**** that up twice this year and twice the previous year. I was just on CIGNA and found an issue, paid the account to make it current, and paid one month in advance to be sure wouldn't be a problem. I updated the autopay information which they had problems with. This should hot have happened and I do not understand how it COULD happen. I picked CIGNA from the benefits management company for **** and paid it out of my HRA. CIGNA messed that up and no the management company has no record of me having CIGNA for dental. This is CIGNA's fault and might be a bigger problem than I thought. I have also been dealing with CIGNA taking me off last year's plan, without notification or my authorization, and putting me on a worse plan with a lower annual payout. In doing this, all my dentists became "off network" dentists even though they all accept CIGNA and are considered network doctors on other CIGNA plans. And then, this year, every claim has been denied. CIGNA is a terrible insurance company but I want my policy reinstated immediaI want CIGNA to reinstate my insurance ASAP backdated to its date of cancellation. Once this is done, if it is possible, I would like a guarantee that CIGNA has the ability to do its part in collecting autopayments each month like every other company can do.
Business response
05/19/2023
May 19, 2023

Better Business Bureau
1411 K ST NW, 10th Floor
Washington, DC 20005-3404

Complainant: ***********************
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
05/04/2023
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 writing to you today with great concern over the practices of Cigna Insurance Company. I have been a customer of Cigna’s since February 2022. I have found that the company has systematically delayed payment for mental health benefits that should have been paid out. I can send you a detailed timeline of events if needed. Between October 23, 2022 and May 4, 2023 Cigna has repeatedly delayed the processing of my claims. I spoke with 11 different representatives and each one said that the claims need further time and information. I believe I have done well over what has been asked of me. I have spent well over 12 hours dealing with this issue. As a customer of Cigna I do not expect it to be this difficult to have claims submitted and paid out. I would like to file a complaint on behalf of myself but also for those who may be also dealing with this issue.
Business response
05/17/2023
May 17, 2023

Better Business Bureau
1411 K ST NW, 10th Floor
Washington, DC 20005-3404

Complainant: *********************************
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
05/03/2023
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
My family is all on my Cigna insurance. My wife gave birth on 2/9/2023 to our son. That week we paid a lump sum of over $4700 to the hospital. Our yearly out of pocket maxes at $6,000. I have called them every week on Thursday since about 2 weeks after the payment we made did not clear. I have had the itemized paperwork resent (The ****) twice by mail and twice by fax. The customer service reps have confirmed they have everything they need multiple times. On 4/11/2023 a rep told me they put in an adjustment ticket. That my claim would clear in a max of 10 business days. This do has not been done and when I call weekly I am told that they are apparently just al being slow. It has been 83 days since he was born and the claim is not reconciled in our account. We are now paying out of pocket for post birth appointments because cigna has failed to even log the money we have proven we have paid.
Business response
05/17/2023
May 17, 2023

Better Business Bureau
1411 K ST NW, 10th Floor
Washington, DC 20005-3404

Complainant: ***********************
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
05/19/2023
[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:
I have continued to call every week on this matter. On May 5th, 2023, I was given the reference number of **** as an escalation reference number, and was told I would be contacted no later than 48 hours from that time frame. When this was never followed up with I reached out early this week. The customer service member reviewed all of my information and confirmed it has been resubmitted twice for adjustment and also escalated, and that she could see no where that any progress was being made. After putting me on a 25 minute hold, while she was claiming she was transferring me to a supervisor directly, she got back on the line and stated, "they must be all busy." At this point she confirmed a call back number and again I was promised a 48-72 hour window for a callback. We are now at the full 3 month mark on this issue, and despite the ridiculous number of calls and contacts I have made nothing has happened, and no one has reached out from Cigna. I have zero faith or trust that they will handle this matter directly with me, as they have had more than an adequate timeframe to do so, and have refused. It is absurd to have to make so many calls and take up so much personal time for a company that I pay every two weeks to load a paid bill into their system. If it were the other way around and I had not paid my insurance for 3 months, then I am sure I would not still have coverage.

Regards,

***********************
Business response
06/27/2023
June 26, 2023

Better Business Bureau
1411 K ST NW, 10th Floor
Washington, DC 20005-3404

Complainant: ***********************
Tracking ID: **********
Complaint ID: ********

Dear **************:

Thank you for your patience. We can confirm that an outreach call was completed with **************** on June 6, 2023, in order to discuss the resolution of his BBB complaint, and answer any questions he had regarding the processing of his spouses claim and out-of-pocket maximum. The consumer expressed understanding and satisfaction with the resolution.

In addition, a courtesy call was placed to **************** on June 23, 2023, as a follow up on the BBB rejection. **************** stated that he had sent the rejection prior to resolution being reached. He had no additional questions or concerns regarding this matter.

Sincerely,

Cigna's Office of Senior Leadership Escalations
Customer response
06/28/2023
[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
05/02/2023
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.
I'm a dermatology RN with **************** in Berlin Vermont. I had filed a medical prior authorization appeal with Cigna for denied in-office ***** injections on 3/2/2023. When Cigna was called (************) on 3/10/2023 was told by a representative that that the appeal was currently pending and Cigna has a 30 day response policy. When Cigna was again called on 4/7/2023 was informed by a representative that it is now a 60 day response policy. When Cigna was called again today 5/2/2023 am now being told that the request is still pending but that request was sent to an MD on 4/28/2023 who needs to sign off and that the policy for this to be done is within 24-72 hrs. Appeal Reference## ********
Business response
05/17/2023

May 17, 2023

Better Business Bureau
1411 K ST NW, 10th Floor
Washington, DC 20005-3404

Complainant: *****************************, RN
Complaint 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
05/01/2023
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 April of 2023, I signed up for Cigna Dental Insurance for my family. I used their online signup and entered everyone's information and entered in my credit card information for the monthly payment. I hit submit or the equivalent thereof. Our coverage was set to start on 1 May 2023. On 1 May (which is today), I called Cigna because I never received our dental cards. I was told that my application was never entered into their system. My telephone agent, ***************************, informed me that sometimes the system "glitches" after the credit card payment is entered and that there were additional screens after that point. How was I to know that my screen glitched and my payment never went through?? Cigna never emailed me that my application was apparently incomplete and never notified me that I would receive a confirmation and that I shouldn't assume I had applied until I get a confirmation email. So, we still don't have coverage because Cigna's computer system "glitched".
Business response
05/18/2023
Cigna is reviewing this matter and will be working directly with the complainant to resolve this inquiry.
We will notify your office of the outcome, upon completion.

Sincerely,
*********************
Senior Leadership Escalations
Business response
06/22/2023
This is to advise you that Complaint ID # ******** regarding ******* ***********’s concern related to effective date of coverage has been resolved. The customer was notified on May 25, 2023 and advised of the outcome.

Thank you,

***** *****
Initial Complaint
04/14/2023
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 need emergency care while we were oversea, I called and follow all the steps. When I got back to the State and file a claim with them, first they make it impossible to get anywhere. I filed a claim online, come back and check and they told me I cannot do that, I have to reply to an inbox and the representative will file it for me. will So I did. Fast forward 3 weeks, I check on the claim and they said they claim was never filed. So now I have to redo everything again. Then they denied it saying I need to send in an invoice that was paid and they will process it. They gave me a fax number to fax it in. 3 weeks went by, and nothing so I check back and they said, no fax was received even though it shown fax delivered. They then said the previous two representatives gave me the wrong fax number!!! How can 2 of the representatives gave out the same wrong number. She said that was for claim, appeal is a different number. So now I have to refax and wait another 30 days. It has been 3 months going around with this. I have all the screenshot of the conversations. This is a scam, trying to get people too just give up. How can your own people dont know their own people fax number.
Business response
04/17/2023
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.

***************************
Senior Leadership Escalations
Business response
05/08/2023
May 4, 2023
Dear Sir/Madam:
This is to advise you that ******* ********’s concern related to claim reimbursement for dependent has been resolved. The customer was notified and advised of the outcome.
Sincerely,
***** ************
Senior Manager, Executive Correspondence
Initial Complaint
04/11/2023
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 submitted a claim for reimbursement for services I had paid for from a medical provider--the dates of services spanned 11/15/2022 to 12/19/2022. I have an authorization from Cigna to have this provider considered in-network for me and Cigna has processed numerous claims over the past few years in which this provider is marked as in-network. For some reason, this claim was incorrectly processed and the provider was marked out-of-network, so Cigna denied my request for reimbursement for the $1400 I had already paid. Since then, I have called Cigna no less than 7 times, spoken to multiple representatives, including most recently *** (Ref ****) on April 7th, 2023, who promised me that she had escalated it to a special team and that my claim would be correctly reprocessed in less than 48 hours. Again, that promise was proven to be untrue, as the uncorrected claim is still listed in my Claims Center with no updates. I called again this morning--the first representative hung up on me, the second, ******, did his best to figure out the problem, but basically confirmed that the Claims Department was refusing to reprocess the claim because they say it falls within the province of another team. At this point I have spent more than 2 months and upwards of 10 hours on the phone trying to get this resolved. What makes it especially maddening is that Cigna has processed a claim from this provider submitted afterwards with no problem--so this just feels like recalcitrance, because this claim should be reimbursed IN FULL because I reached my in-network out-of-pocket maximum for 2022, meaning that they are responsible for the full amount. The claim number is Claim # ************. Any help that the BBB can give me would be much appreciated, as I really have no idea what else I can do.
Business response
04/14/2023
Cigna is reviewing this matter and will be working directly with the complainant to resolve this inquiry.

We will notify your office, of the outcome, upon completion.

Sincerely,
*********************
Senior Leadership Escalations

Business response
04/27/2023
This is to advise you that Complaint ID # ******** regarding ********************* concern related to in-network claim reimbursement has been resolved. The customer was notified on April 14, 2023 and advised of the outcome.

Thank you,
*********************
Initial Complaint
04/10/2023
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.
Cigna ******** Supplement Insurance deducted $186.93 from my *********** checking account #************* on 11/30/2022, which I set up autopay through my Bank Account to pay my monthly Cigna Insurance Premiums. The $186.93 CLEARED my account on 11/30/2022 & I have bank statements to prove this. Cigna denied this fact after repeated calls to their Customer Service Department on 11/29/2022, 11/30/2022 & twice on 2/7/2023. Each phone call ended with them denying that I paid them although I had *********** statements stating that the funds went to Cigna Ins.. Each time I called I was told, that they sent the money back, but that would be impossible because I closed the bank account a week after the $186.93 cleared my ****** Checking account. I asked them why would you send my premium payment back? The Customer Service Dept at Cigna ******** Supplement Insurance was very rude to me, refused to hear my complaint, refused to refund my money, the young lady I spoke with on 2/7/2023 tried to talk one me as I was trying to explain the situation, I asked for the Financial Dept but was told there was none & she literally hung up on me without reason. I was charged an additional $186.93 on my following months premium on top of my upcoming premium payment on 2/1/2023 of ($210.00 my new rate, which is correct) plus some sort of late fee because they said i didn't pay them, resulting in $409.68 taken out of my **** ************************* checking account ***********) attached to pay my monthly premium. I was devastated to say the least. Im on a fixed budget & the money that came out of my **** ******************** account was unexpected & uncalled for. Cigna sent me a check for $35.82 on 2/20/2023 which I haven't cashed, stating it is for the overpayment of premium.Cigna still owe me $151.11 Cigna ******** Supplement Insurance MY POLICY #**********
Business response
04/13/2023
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.

***************************
Senior Leadership Escalations
Initial Complaint
04/08/2023
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.
I have reached out to Cigna numerous times regarding my complaint against ****** Health. Cigna has not responded to my greveiance and complaints. Now, I have to file a formal complaint against Cigna, my insurance company, as well as the health facility that treated me.On 3/11/23, I went to ****** Medical lab to have STAT bloodwork drawn. Before making the appointment, during check-in, and during the blood draw, I was assured that the results would be STAT. My physician required the results by 2 pm PST that day. The results never arrived by 2 pm PST. I called the lab and they were closed. The after-hours line could not assist me. My treatment (which is why I required ****** services) is time sensitive. I prefer to not disclose the nature of the treatment on a public-facing website such as BBB. The doctor who requested these results never got the results the following day, since his office was closed. By the time he got them on Monday, it was too late. My doctor and I had missed critical information and my treatment was ruined due to ******'s negligence. I have been unable to locate the proper dept at ****** to file a complaint. I am filing a formal grievance and disputing the claim billed to my insurance as well. I should not have to pay or have my insurance cover this blood draw as it was not drawn STAT and I'm out thousands of dollars due to late test results.
Business response
04/17/2023
April 17 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
Customer response
04/22/2023
[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: On 4/17/23, I called and left a message for ****** from Cigna Senior Leadership. I am awaiting a call back from her since I was out of town. This matter cannot be resolved until we've discussed the issues.

Regards,

*********************
Business response
06/14/2023
May 24, 2023
Dear Sir/Madam:
This is to advise you that ******** *******s concern related to a provider has been resolved. The customer was notified of the need to file a complaint with the provider via email on 04/28/2023 and via mail on 05/24/2023.
Sincerely,
Casie H***********
Senior Manager, Executive Correspondence

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