CIGNA Corporation

Review: My health insurance is from Cigna. They had my deductible correct through June 2014, then without reason changed it to reflect a lower amount spent this year to date by over $1400 dollars. I called numerous times and everybody I talk to agrees with me that their system is showing the incorrect amount for my year to date spent BUT they can not fix it. There system clearly shows I meet the deductible for my insurance and they where paying their share until about 1 month ago at which time they stopped paying their share and said I did not meet my deductible. I have prescriptions that can not be filled because the pharmacy wants full value and Cigna is aware of this. I told them that we had doctor appointments coming up in September that this needs to be fixed. Cigna said that they would not process any more doctor bills until my account was correct. They lied, the bills where processed showing I owe another $1000. I called my companies advocacy about this problem and Cigna is giving them the run around also. I now have doctor bills for over $1000 that the doctors want paid, but I refuse to since I meet my deductible months ago.Desired Settlement: I want my amount shown as spent year to date corrected.

I want my last doctors bills re-processed with Cigna paying their share.

I want this fixed ASAP as I have other doctors appointments coming up next week.

Business

Response:

Hello-Thank you for notifying us of this complaint. A full audit will be completed and I will follow-up with the customer directly.Thank youTanya H[redacted]

Consumer

Response:

[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 Administratively Resolved]

Review: [redacted]

I am rejecting this response because: It has been over 1 month now, and I have doctor bills piling up because Cigna can get their records straight. Not only have they not fixed the problem, today the amount that shows I have already paid (dropped even lower). They must fixed this now. Somebody must call me to get this fixed, the doctors want their money...

Regards,

Business

Response:

Hello-Thank you for forwarding this. Cigna with reach out to the customer to discuss.Thank youTanya H[redacted]

Review: Dear Complaint Department Manager:

My wife [redacted] is blind and needs a Certificate of Creditable Coverage in order to obtain part A and B of Medicare. The vast majority of people on Medicare pay $104.00 per month, but with penalties the cost would be about $250.00 per month. I was the primary account holder and the required dates by Medicare are January of 1986 to December of 2004. The Medical Insurance Company was named [redacted] when I started [redacted] on April 23, 1979. [redacted] had a medical self-insurance plan at the time and the [redacted] was the plan administrator - The Cigna Insurance Company purchased the [redacted] many years ago.

The Cigna Customer Care Representatives that I contacted are:

• [redacted]) was able to pull up all the required information on his computer screen on January 29, 2013 and said I should have it in the mail in seven days. This required information never came in the mail.

• [redacted]) was able to pull up all the required information on her computer screen on February 12, 2013 and said I should have it in the mail in seven days. This required information never came in the mail.

• [redacted]) was able to pull up all the required information on her computer screen on February 25, 2013 and said I should have it in the mail in four days. This required information never came in the mail.

• [redacted]) was not able to pull up all the required information on her computer screen on March 4, 2013 and said she did not know when this information would come in the mail. This required information never came in the mail. The Research Team conformation number is [redacted].

Please talk to Cigna Customer Care Representatives and mail me a Certificate of Creditable Coverage in order to obtain part A and B of Medicare. Everyone was very polite but they need a Certificate of Creditable Coverage Training Course.

I thank you in advance for your help in this matter.

Sincerely,

[redacted]Desired Settlement: Certificate of Creditable Coverage for the required dates by Medicare are January of 1986 to December of 2004.

Business

Response:

Good day,

I have been working with this customer since the middle of March. Unfortunatley, due to the age of the requested paperwork, our archives had to be reviewed in order to obtain it. I was able to locate the necessary paperwork and I mailed it to the customer yesterday. In addition, I called the customer and left a voicemail for him.

Thank-you

Review: Insurance policy voided without proper notification and reason.

About 7 years ago I purchase a life insurance policy in the amount of $100.000 with Cigna through my place of employment. On March 12, 2014 I was terminated from my employment and offered to keep my life insurance policy active if I desired. I faxed in the required forms needed to keep the policy active. I telephone the company several times regarding no feed back and was told I will receive something via mail. Today June 30, 2014 I contacted Cigna again inquiring about the status of my policy. I was told that documents have been mailed to my address two times and returned back to sender and that my policy has been voided. I spoke with a supervisor by the name of John and he indicated that they can not honor my policy due to returned documentation. He told me to write an appeal letter and submit it to the company. How can I write a appeal when I was never notified of a cancelation notice. I have paid into this policy for 7 years and made all attempts to obtain such policy. This address error was made with the postal office which is out of my control I have a lease indicating my residency. The company did not bother to telephone me regarding cancelation, so I was awaiting notice that they indicated I will receive via the mail. They told me I will be billed every three months, so when I did not receive a bill I contacted them to find out they voided by policy. How can such business be conducted without notifying the client properly?Desired Settlement: I'm seeking assistance to keep my policy active, or for the company to refund all funds that I made within the last 7 years on this policy if they do not want to honor the offer that was made to me to keep it if I was terminated.

Business

Response:

July 18, 2014Dear [redacted]:This is in response to your letter dated July 1, 2014 regarding the above captioned matterRegrettably we have been unable to identify the area responsible for handling the account mentioned in your letter with the information provided by [redacted].The following items would be helpful in identifying the appropriate office handling this account. You may send this information to the above address or fax it to us at ###-###-####.Complete Name of Group policyholder (Insured’s Employer)Group policy number - Complainant’s social security numberA copy of any correspondence from Cigna relating to this coveragePlease be assured that once we received the above information, we will respond to your inquiry. Should you have any questions, please don’t hesitate to contact me.Sincerely,

Review: I had a crown/root canal done. We owed an excess of $585.00, which we paid. It states in our medical insurance that we are allowed to get that money from our HRA. They stated we could refile the claim (after it was denied) once the dentist office had processed their claim. It has been processed and yet it was denied again. Customer service stated that it was an "ineligible expense" and therefore cannot pull from our HRA. That is incorrect; it states in our detailed description of coverage that any "overages" will be covered and will be reimbursed through the HRA.Desired Settlement: To Direct Deposit the $585 for the claim into our checking account on file, as stated was covered per the addendum.

Review: My wife and I had a baby in November wherein Cigna was the secondary insurance. We have gone round and round with Cigna wherein they finally concluded that they corrected their errors (they had billed Medicare when no one in our family is on Medicare; they billed as double primary when they were secondary; etc) and notified the hospital and me that there would be zero patient responsibility. The hospital agreed that they received everything they needed to finalize this as zero responsibility to my family. Now Cigna is once again retracting the money paid to the hospital and the hospital is forced to send me the bill. I am not quite sure, but I think this is the third or fourth time they have attempted to do this. Every time, it is a different reason with the same result. I have spent no less than 20 hours on the phone, not including all the lost production and sleepless nights over this issue.CignaDesired Settlement: Cigna has told me directly that I will have zero patient responsibility/owe nothing. They have told the hospital that I will owe nothing. I want Cigna to follow through with their word that I will owe nothing as they have already stated to me and the hospital. No more excuses or changes in clerical paperwork/contracts/loopholes.

Business

Response:

Thank you for this information. I have spoken with the customer. I am waiting on an Explanation of Benefits to send to the facility. Once completed, I will follow up with the customer and send correspondence. Thank you,Nicole P[redacted]

Consumer

Response:

[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 Administratively Resolved]

Review: [redacted]

I am rejecting this response because:We received a check for $.02. Yes, that's 2 cents. I have requested Dameca J[redacted], the current supervisor handling my case, to call me back on 11/13/14 between 1-5pm mountain time. She said she would call. I never received a call. I called back in and she told her associate that she would call me back on 11/14/14 between 8-10am mountain time. Again, no call. I called in at 10am 11/14/14 mountain time and requested to speak to her immediately. I was promptly hung up on. That is I believe the fourth or fifth time I have been hung up on.

Review: I was declined life insurance for a single episode of depression experienceed in 2011 and since in remission. The episode of depression did not cause me to alter my lifestyle or miss any work, nor never required hospitalization. While the official diagnosis was Major Depressive Disorder this is the ONLY diagnosis that will permit coverage by health insurance companies and thus is the standard diagnosis for any symptoms of depression that requires a doctor's care. As stated my episode was a singular occurence in 2011, was a mild episode as I continued with my normal everyday life without incidence and has been in remission every since.By declining coverage, Cigna is literally declining everyone who suffers any kind of depression - whether mild or severe.I have appealed their decision and requested further reasons for their denial of insurance and they have provided no further specifics.Plus they are denying me coverage based on my current doctor's description of my condition in 2011 though she was not the doctor treating me at the time of the depression occurence in 2011. In 2011, I was being treated by another doctor.Desired Settlement: I would like the decision to decline the life insurance to be rescinded and for Cigna to provide the life insurance requested.

Business

Response:

Attached please find our response to **. [redacted]'s complaint.

August 30, 2013

Dear **. [redacted]:

Our office received your complaint that was submitted through the Revdex.com. I carefully reviewed **. [redacted] underwriting file and determined that she can be reconsidered for term life insurance.

I contacted **. [redacted] in writing and provided her with information about the reconsideration and included a new insurance application for her to complete. Thank you for forwarding this consumer complaint to our attention.

If you have any questions or need additional assistance, please call our Customer Service Center toll-free at [redacted] Monday through Friday, 3 am to 6 pm Eastern Time. We also offer a toll-free line for the hearing impaired at [redacted].

Sincerely,

Review: Cigna will not approve Dr recommended test. Dr cannot diagnose/treat cause of pain without identifying source of medical issue.

Client has request help from Cigna. Cigna has not provided client with medical care to resolve client's pain. Client has been in pain for several weeks.Desired Settlement: Requesting Cigna to cover testing needed to identify treatment plan and source of medical issue.

Business

Response:

Good day,

Correspondence has been sent to the customer.

Thank you.

Review: At the beginning of this year, my dentist called CIGNA on my behalf to see if my insurance policy allows me to have 2 regular adult teeth cleaning plus 2 periodontal maintenance a year. CIGNA did not give a clear, definite answer on the phone; they instead asked my dentist to submit pre-treatment estimates for their review, which would serve as a formal answer. So my dentist submitted 3 pre-treatment estimates on February 25 and 27, including 2 pre-treatment estimates for periodontal maintenance and 1 pre-treatment estimate for adult teeth cleaning, since I already did another 1 teeth cleaning back on January 31. CIGNA approved all these 3 pre-treatment estimates on February 25 and March 8. For any reasonable customer like me, these 3 approved pre-treatment estimates mean that CIGNA allows me to have three more cleanings this year. That’s what pre-treatment estimates are meant for. However, CIGNA refused to pay $89 for my third cleaning of the year on August 4. The reason they gave is that my insurance policy allows only 2 teeth cleaning or 2 periodontal maintenance, but not both, which was never made clear to me before this. If they did their job correctly, they should not have approved those three pre-treatment estimates back in February and March. If they had rejected them, I would not have gone to my dentist for the third cleaning. CIGNA definitely misled a regular customer like me. They should take responsibility of this mistake and pay the $89 bill.

I called CIGNA on August 28 and the representative (her name is Lynita J.) recognized the mistake and agreed to file an empowerment request to make a one-time correction (confirmation number is [redacted]). However, she informed me on Sept. 19 that the empowerment request was denied. Then I asked her to file an appeal for me. I just learned today (Sept. 23) that my appeal was denied too.

I felt this is so unfair. CIGNA made a mistake in the first place and misled me. It is their fault. I want them to take the responsibility and pay the $89 bill.Desired Settlement: I want CIGNA to take the responsibility and pay $89 for my Auguest 4 dentist visit.

Business

Response:

Please be advised that this case is still under review. Upon review a response will be sent to the customer.Thanks.

Review: CIGNA/ [redacted] IS NEGLIGENT DUE TO POOR COMMUNICATION WITH PATIENT. CIGNA /[redacted] DOES NOT RESPOND TO MEDICAL SERVICE COMPANY'S INVOICES IN A TIMELY MANNER,CONSEQUENTLY, PATIENT WAS UNAWARE OF FINAL BILL DUE REQUESTED BY MEDICAL SERVICE COMPANY FOR MONTHS WHICH BY THEN THE BILL WAS OVERDUE PER MEDICAL SERVICES AND PUT A NEGATIVE IMPACT ON PATIENT'S CREDIT WHEN MEDICAL BILLS WERE SENT TO COLLECTION WHEN PATIENT AND/OR CIGNA /[redacted] DID NOT PAY AMOUNT REQUESTED BY MEDICAL SERVICES.Desired Settlement: PATIENT IS REQUESTING CIGNA/ [redacted] TO RESPOND TO ALL 2013 MEDICAL SERVICE BILLS THAT WERE SENT TO CIGNA/[redacted] ON BEHALF OF PATIENT, EXPLAIN TO MEDICAL SERVICE COMPANIES THAT IS CIGNA/ [redacted]'S NEGLIGENCE NOT THE PATIENT'S THAT MADE THE DELAY IN PAYMENT THAT WAS REQUESTED BY MEDICAL SERVICE COMPANIES, CONSEQUENTLY, CIGNA/[redacted] REQUEST ALL 2013 MEDICAL SERVIE COMPANY'S TO REMOVE NEGATIVE REMARKS FROM PATIENT CREDIT REPORTS.

Business

Response:

October 6, 2014Dear Sir or Madam:We are responding to a complaint filed by [redacted], which we received on October 3, 2014, regarding her plan benefits and limitations.Our records show that [redacted] had coverage with Cigna/[redacted] plan from September 1, 2012 through December 31, 2013.The CGUC/[redacted] Sickness and Accident Plan Is a fully insured limited plan with limited benefit structure. The plan has accident benefits which consist of $1,000.00 maximum per occurrence, payable at 80% of eligible charges after a yearly deductible of $50.00 is satisfied. Ths pian allows two occurrences per benefit plan year, injury must occur while covered under the plan and only charges within 90 days of the accident are eligible for benefits.Upon review of [redacted]’s complaint, we found that the claim in question, [redacted], was received for processing on December 14,2013. We were unable to complete the processing of this claim as additional information was needed to rule out work related Injury.The accident detail questionnaire was sent to [redacted] on January 2, 2014. [redacted] returned completed accident detail questionnaire on January 15, 2014 noting that this was not a work related injury. The claims related to this accident were reconsidered on January 22, 2014 allowing plan benefits. [redacted]'s claims were processed to her maximum per occurrence accident benefit for 2013 benefit plan year. No additional benefits are due at this time.Enclosed you will find the Explanation of Benefits for the claims paid in relation to this accident.If you have any questions or concerns regarding this matter feel free to contact me at ###-###-####.Sincerely, Millie I Regulatory Compliance Analyst

Review: Our office is required by CIGNA to obtain "pre authorization" on surgical procedures. The most recent (there have been many) is on January 18, 2013 @ approx. 2:35.p.m. I faxed the completed request for "pre authorization" to CIGNA, along with the entire medical records. On January 21, 2013 I was sent a fax with a "pending case" number and that the request was pending further reveiw by clinician. The surgery was on Feb. 7, 2013. We receieved notice from CIGNA the charges were denied, because no prior authorization was obtain. When our office contacted CIGNA, they said, the codes submitted were not the codes pre authorized. After a length full conversation with two differenet people. They had faxed our office the wrong "pending case" number and we were told, quote, "somehow missed" our records. Even though they did have a case number for us, they "missed" it. This unacceptable behavior, it cause alot of stress on the cancer patient and all billings are held up for another 15 days or longer before they can correct their mess! Then our office has to take the time to RE-BILL the claim. It's unacceptable, this has happenend more than once with this company. They need an investigation into their business practice. I am filing a complaint with the Insurance Commission also. When they have a form, we've completed it correctly, we've faxed all information in, they've confirmed they receieved the information, and then DENY our claims, there is something wrong with their chain of command.Desired Settlement: better business practice. follow through, better customer service, have everyone on ONE PAGE, not 2-3 different people that have no clue what is going on. terrible practice, terrible.

Business

Response:

Good day,

Thank-you for the information you provided. I will be happy to have the matter investigated so that Cigna can better service our healthcare providers.

Please provide the customer's information, i.e. name and Cigna ID#, so that I can have the necessary research started.

Thank-you.

Review: [redacted]

To

the[redacted]

My husband and I currently have a Cigna wellness plan. In order to maintain coverage on that plan we have to do wellness checks each year. Every year prior, we had to do blood work, annual physician appointment with biometric screenings and a health survey and every year we comply by their due date. This year we did as well. However we got notice that we are no longer eligible for this plan because we didn't comply with all the requirements and we would loose the HRA incentive too! This year they added another requirement that we were unaware of, another health survey on a separate website. I have multiple problems with their course of action, 1) we were NEVER aware of this. Obviously if we comply every year and we did hours of other preventive work for this plan, we would have spent the 10 extra minutes filling out an additional survey 2) I called regarding the HRA incentive when I called about breast pumps asking if they received everything and when the incentive would be in the account and I was told everything was received and the money wouldn't be there until the following year. I was told the representative didn't document that part but I shouldn't be penalized for someone else's mistake 3) as they can see, I have been hospitalized 3 times this year and our two year old has been hospitalized as well all while we are expecting our second child so as on top of everything as I normally am, if there was ever a time to allow discretion and a late submission on this NEW third requirement, I would think we have plenty of reason to! However, Cigna is saying that there is not one single person who can review this to make a decision!!! I can only appeal if we did it by the due date. I can't tell you how disquisted I am with the way I have been treated regarding this! We are being kicked off our plan and we are loosing our HRA money too! There has to be someone who can allow a late submission on this one survey given the above justifiable circumstances! I can't imagine anyone who wouldn't care and anyone who wouldn't be devastated in our situation too! We count on that incentive money each year and with a high deductible plan and having a baby, every little bit counts! But not only are we now being denied that but they are kicking us off our plan now too!Desired Settlement: I want a late submission accepted on this new third requirement thus allowing us to receive the HRA incentive and maintaining coverage.

Business

Response:

We are unable to locate the customers. Please advise customer to provide their cigna ID# or a copy of their ID card. Thank you.

Consumer

Response:

[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 Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

I am just replying to the business's response. My Cigna ID number is [redacted].

Regards,

[redacted] & [redacted]

Review: Per my employer's insurance contract, I am forced to use Cigna mail order pharmacy for any medication used more than 3 months. I am aware of the amount of time required to receive medications from failed attempts at reasonable turn-around for prescriptions in the past. On April 5, 2014, I called Cigna and ordered two refills that would require them to contact my physicians for renewals. I called Cigna on Saturday, April 12, to verify the receipt of prescription renewals. The representative I spoke with assured me that the 2 renewals had been received. He then informed me that since one of the meds was insulin, they would both be shipped overnight. He said that since I had called, he would move my order to the pharmacist for processing and shipment on Monday, and I would receive them on Tuesday, April 16th. I did not solicit this response but was happy and thankful. On Tuesday, April 16th, I had not received the shipment by 5:00 p.m. and called Cigna again to determine the delay. I spoke with a customer "specialist" named [redacted] who informed me that the renewal for the insulin had not been received and they were waiting to hear from my physician. He informed me that he was within the accepted turn-around time for refills. I replied that I understood but was told three days earlier that the renewals had been received, would be filled and shipped Monday, and I would receive them Tuesday. He repeatedly informed me of Cigna's "rights" and how long it takes to receive renewals from physicians. [redacted] could only tell me the employee I spoke with was #[redacted]. If this employee had not volunteered the information that I would receive my medications on Tuesday, I would not have a problem. I accidentally dropped and broke my last full vial of insulin on Monday. I had enough in a nearly-empty vial to last until the insulin arrived the next day. Of course, no medications arrived. It was too late to contact my physician. The customer service is consistently poor and defensive in nature.Desired Settlement: I would like Cigna to be aware that provision of medications is a life and death matter. Customers do not care if you are "right". If I am paying you money, not by choice or for convenience but because I am being forced, you should try to be worth the effort I have to make.

Business

Response:

We have sent a written response to the customer in regard to Revdex.com Complaint # [redacted].

Review: I have contacted Cigna 10 times to get my dependent care flex money back and no one there is getting it complete. I submitted all proper documentation that is acceptable and they do not have their systems together and are not responding to calls.Desired Settlement: Desired Settlement: Refund

I just want my money back that I put into FSA as well as want to know why their customer service is horrible.

Business

Response:

Additional time is needed to investigate this customer’s

concern. An extension request letter will be issued to the customer today,

April 25, 2014.

Review: Cigna suspended my employer issued debt card to my medical spending account without proper notification preventing me from using my funds by year end.

I have a health care spending account through my employer. It is managed my Cigna. In May I took my son to the dentist and paid for his treatment,as allowed per the IRS, with my spending account. In September, I received an email stating that my account was going to be suspended because the charges were not verified and I needed to provide receipts to Cigna. I called Ciga immediately and was told they had sent prior letters. I explained that I did not get them and they sent out a new letter for me to attach to the receipts to clear up this issue. I returned their letter and my receipts in Oct. On 12/29/13 I received an email that my card was suspended and no longer available for use. I called on 12/30/13 very angry because my son has a scheduled appt today 12/30 and I am left with no means to pay for the appt. In speaking with customer care she finds my fax and says that it was overlooked and she apologized and stated it would be fixed within 24 hours. This did not help the issue with my sons appt and I was unable to reschedule it for tomorrow and this was my last 2 days to use the funds. I asked to speak to her manager several times but her manager did not wan tto speak to me because "there was nothing she could do". After demanding to speak to her, I was transferred and disconnected. A short time later I received a call from [redacted] who said she was a manager and basically told me the same thing. They would unsuspend the account but it would take at least 24 hours. It is completely unreasonable that no one from Cigna contacted me between October - December to tell me that they didn't get the information (even though they clearly did) and to request additional information and then suspend my means of using my own money when there are only 2 days of the year left. This is complete abuse of management of my funds and Cigna should be held accountable.Desired Settlement: Reimbursement of my left over funds since I was not able to use due to a SYSTEM ERROR BY CIGNA. In addition, I would like to be awarded $150 in damages due to not being able to take my son to the dr. due to their negligence.

Business

Response:

Thank you. I will review and reach out to the customer regarding the concerns listed in this complaint.

Thank you,

Review: I contacted Cigna Customer Care- USA and asked them if various items were covered in my policy. They told me they were and have recorded conversations- which they have admitted to hold, which confirm I was told this. They have now said that I am not entitled to these items, and I have been told that if I go ahead and purchase them they will not pay for them. I have sent a letter to Cigna's CEO- [redacted], which was acknowledged on 10 October, following receipt of my letter on 4 Oct 2013. I called them yesterday and spoke to [redacted]- in the executive office. She was unhelpful and rude and refused to give me the details of the Customer Service Team in Connecticut that she says has to deal with this. I can send you copies of emails received from Cigna which admit liability along with my complaint letter to them. Original message Subject: RE: Re: (NR) Complaint Reference [redacted] (EU-[redacted]) From: Outbound Ice Team To: "[redacted],[redacted] CC:

Dear [redacted],

I am emailing you in relation to your complaint reference [redacted]. Please accept my apologies again for the delay in response. I can confirm I have discussed this with my manager in detail and confirmed all points raised by you. We acknowledge that you were provided with incorrect policy information from our US office on 3 occasions, and this is completely unacceptable and we understand this would have been misleading and caused you inconvenience. So I apologize for this, as this is not our usual standard of service and is completely unacceptable. We aim to deliver a high service to all our members and on this occasion this was not the case. This has been raised with our internal management and will be addressed with the individuals concerned. We have taken this fact into consideration while making our decision, however, this treatment is not covered under your policy with [redacted]. These policy benefits, terms and conditions have been agreed with your company and therefore we must process all

Product_Or_Service: Cigna Life Insurance

Account_Number: [redacted]Desired Settlement: Desired Settlement ID: Other (requires explanation)

I would like the US office to agree to pay for a breast pump and a Douala, as this is what I was promised on the phone. I would also like some compensation, in the form of a check, for my wasted time, phone calls and stress caused. I have been trying to resolve this since August and am frustrated by the way my complaint has been handled.

Business

Response:

Please note that the customer's complaint was completed on 10/24/13 and notified of the resolution. She was satisfied with the final response.

Thank you.

Consumer

Response:

[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 Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

The offer that Cigna have made is a goodwill gesture. They did not stipulate that I would need to halt my complaint with the Revdex.com- if I accepted their goodwill gesture? Am I able to pursue the complaint and accept this gesture of goodwill? I am still unhappy that they agreed to pay for a Doula, and I have this in writing, that I was told this, but they are not prepared to stand by what they agreed to pay for.

Review: As a doctor, I've received at least a dozen "requests for additional information" on the same patient for the same service date. I've sent in 3 or 4 of these to no avail. I would like to submit this once and be finished with it since this situation is taking way too much of my time.

Product_Or_Service: NA

Order_Number: NA

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Other (requires explanation)

The patient's name is [redacted] and the claim# is [redacted]. The form asks if I saw the patient between 12-01-2012 and 02-28-2013. The answer is no, I did not see her for treatment during that period. Please apply this answer to her file and stop sending me these forms to fill out. Thank you.

Business

Response:

Please note that this complaint has been completed a final response sent today December 9, 2013.

Thank you.

Review: Cancelled policy 8/31 w/ marketplace; info to Cigna. Cigna auto withdrew Sept money from my account. Cigna again told me today, I'm still enrolled.

After canceling my policy in mid-August with the marketplace, to take effect August 31, 2014, Cigna automatically withdrew money from my checking account to pay for a nonexistent September bill. Throughout the course of the last six weeks, I have called Cigna weekly and had conference calls with Cigna representatives and marketplace representatives, lasting up to two hours (the majority of that time on hold), in order to verify that I had, in fact, cancelled August 31, 2014.

Notwithstanding the irony of stopping payment to a company of which I am no longer a policy holder, I also had to call twice to ensure automatic withdrawal cessation had been effected; after calling in mid-September to inquire about the refund, I was told the automatic withdrawal had not be modified, in spite of a previous call and confirmation it had been amended. I am still, of course, waiting for the refund, which was supposed to be sent in September, when I first confirmed through a conference call with Cigna and the marketplace, that I had indeed cancelled. Obviously after my call today, this process has yet be initialized, when once again, I was told Cigna had no record of my cancellation, and I endured yet another conference call with the marketplace verifying that yes, I had cancelled August 31.

In September, I received a letter from Cigna doubling my policy - the specific amount paid by the marketplace subsidy. This leads me to believe at least one department of Cigna did receive information from the marketplace that I was no longer privy to the subsidy and had cancelled my policy.

Cigna representatives have repeatedly refused to provide a supervisor for me to speak with, including today. Cigna representatives also transferred me to departments I had not asked to speak with, whether through incompetence or maliciousness, I do not know. I spoke with Mya today and once again, was promised that within ten days, I should have a refund. Based on prior corporate actions, I have little doubt I will need to again contact Cigna and proceed through this tortuous process anew. When I asked to speak with Customer Service, I was similarly stonewalled as when I was asked to speak with a supervisor.

I am a graduate student working simultaneously to afford school. I have a superior health insurance policy through my university, and do not have time or energy to make a weekly phone call to ensure a corporation is adhering to its rudimentary obligations. How many people do I need to speak with to ensure due process of a cancelled policy? Cigna representatives continually try to pass me off to marketplace representatives, only to have the marketplace representatives continually, and without hesitation, verify my cancellation.

Consequent to my past transactions with Cigna, I have little faith that Mya will follow through and alert her colleagues and ensure my policy is noted as cancelled in August and in need of refund. I am quite worried that I will have credit problems later due to this ineptitude and the inability of Cigna to recognize a cancellation.Desired Settlement: $148.07, the amount incorrectly withdrawn from my checking account in September; I also request a letter in writing explaining the company course of action and verification of cancellation and a balance of zero.

Business

Response:

Hello-This issue has been resolved and we have spoken to the customer directly to advise on the resolution.Thank you.Tanya H[redacted]

Consumer

Response:

Second Revdex.com complaint to Cigna HealthCare regarding the same problem. After terminating service with Cigna on 8/31/2014, I continued to receive bills from the company and had funds automatically withdrawn from my bank account, notwithstanding the termination. After months of fruitless and frustrating telephone calls between Cigna representatives, national/Colorado marketplace representatives, and myself, I contacted the Revdex.com Complaint ID#: [redacted] Business Name: Cigna Health Care. Following the initial complaint, I requested and received two letters from Cigna, on corporate letterhead, verifying my policy was terminated on 8/31/2014. I will be happy to scan these letters and email them to provide further verification of cancellation. The bills ceased for two months, yet began again in the closing months of 2014. I have spoken with 3 separate Cigna employees in December/January who promised that I would never again receive a bill (Jessica in Billing 12/24/2014; Amber and Tamara in Billing 1/9/2015; Erik E. in Billing 1/20). I received a bill for over $600 on Tuesday 1/20/2015. I was also just told Cigna could not have sent me a letter confirming cancellation 8/31/2014, however, the letters are on company letterhead. Cigna employees continue to pass me around from department to department and stall any attempt to speak with a supervisor, even though following my initial Revdex.com complaint, the Cigna representative verified former customers have the right to speak with a supervisor. After 1 hour and conversations with four separate Cigna employees, the supervisor spoke with me. I now need to pay for a fax to prove to Cigna that I have letters on company letterhead verifying my account and termination beginning 8/31/2014. If the bills do not cease or if they are sent to collections, in spite of Cigna employees stating that this will not occur, my next contact with Cigna will be not through the Revdex.com, but through a lawyer. The ceaseless statements and requisite time spent discussing the situation with a seemingly unending flow of Cigna employees is amounting to harassment. The fact that I now need to spend time and money to verify my account is appalling, as is the fact that Cigna did not ensure I would have no further problems following an initial Revdex.com complaint.

Review: I had a dental procedure performed on 7/10/12. I paid the portion of the claim that was not covered based on the estimate at the time of the service. In March of 2013, I received a bill from my dentist. When I inquired with my primary insurance company as to why the claim was not paid, I was quickly and efficiently given an answer that I had reached the maximum coverage for the calendar year. I then called my secondary insurer, CIGNA, to inquire why they didn't pay their portion of the claim. After talking with 9 different representatives and having the claim reprocessed and expedited and forwarded to 3 managers, I still cannot get an answer to why they haven't covered the remaining $300 that I have left in my benefits. I have been given a variety of excuses and promises of call backs from this company. I still do not have an answer and cannot get an answer. I was told again by another representative that they were forwarding to a manager and I should receive a call back. I really feel 3 months and 10 calls should be sufficient to receive an answer about a dental claim.Desired Settlement: I would like for them to reprocess my claim and explain why/why not the dental procedure should have been covered. I just need an answer from the company.

Business

Response:

Good day,

Outreach has been made to the customer to rectify the matter.

Thank you.

Review: Cigna missed applying insurance discounts for some of the claims they received for my wife [redacted]. On my original appeal to reprocess the claims, only one of the claims ref# [redacted] was reprocessed for which discounts were applied successfully.

On following up for the claims that were missed out I was asked to file a customer appeal request which I did for the claims that were missed from reprocessing:

Claims Numbers:

I have received Cigna's response that they are upholding their original decision. I need Cigna to reprocess the claims that they had missed processing correctly and be consisted with claims ref# [redacted] which was successfully reprocessed per my original request.Desired Settlement: Reprocess the above mentioned claims so right discounts are applied and I am refunded the additional charges by the health care professional/ facility.

Business

Response:

The customer has been contacted as of 05-09-13 in regard to his concerns.

Consumer

Response:

[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 Administratively Resolved]

Review: [redacted]

I am partially rejecting this response because:

Spoke to the Cigna representative on 5/9. They advised that all claims but one have been reprocessed and I should receive the updated benefit statements in 3 weeks. Thanks and appreciate the status update. I will review these statements as soon as I have received them.

However, I do need that one claim [redacted] to also be reprocessed and appropriate discounts applied.

Regards,

Business

Response:

I sent a follow up letter to the customer on 05-10-13 after our conversation on 05-09-13. The customer is asking for a discount to be applied to a claim where there is no discount to apply. We can not grant his request and are closing the case.

Review: I am out on disability leave due to a car accident. I called cigna the first day I missed to be proactive and gave them my doctors info and job info. I told them it was for disability but they filed my claim as Fmla and never sent out paperwork to me. I called back and spoke to Ashley a supervisor there and she confirmed that I was right that the messed up and did my claim wrong. She was suppose to expedite the pro essential but has not done so. I am going to be evicted from my house unless my payment is sent out soon plus they haven't even sent the paperwork to my doctor. This is unbelievable. Then I call to day and can't get a hold of any management or my claim rep.Desired Settlement: To be issued out my benifits at 100% instead of 66% due to their error and now I am occurring numerous late fees and fees for borrowing money to survive

Business

Response:

Thank you for this information. I will have this reviewed and will have an outreach to the customer directly. Thank you, Kelly M[redacted]