CIGNA Corporation

Review: Repeated denial of claims and large amounts of time required on phone and writing to get services that customer has already paid for. Frequent denial of service, various inaccurate and false explanations for denial. Business fails to acknowledge the hours spent on the phone trying to get services already paid for or correcting their billing errors. Had health care providers, spouse and myself on phone prior to surgery after the insurance carrier decided they did not feel that the professional diagnosis of two Dr's for a surgery was enough to authorize the procedure.

Frequently deny covered service and require customer to endure long holds, frequent transfers and varied reasons for denial(often changing as different representatives are talked to or when follow up correspondence is received)Desired Settlement: Would like to be refunded for the over 30 hours myself and my spouse have spend writing, talking on the phone, staying on hold and being misinformed and manipulated for a service we pay for each month out of a hard earned paycheck. Numerous claims including CIGNA's preventative health initiatives have been incorrectly billed and required my time and effort to prevent the theft of funds from this unhappy customer. At a rate of pay approximate to that of what two professionals with graduate degrees make even in low paying community college employment my time is worth a significant amount of money. No other service provider or retail merchant could have such poor customer service and be able to operate without some reimbursement for the time. At the rate of 20 dollars per hour I would like to be reimburse $600.00 for the time spent trying to recover funds the the service provider has billed me for incorrectly.

My insurance premium has always been deducted on time out of my pay check and the service never meets a fair standard to keep from having to spend hours in order to get the promised service delivery.

Business

Response:

Thank you for this request, a letter was sent to customer directly. Thank you, Kelly M[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: The Cigna Executive Office Advocacy team sent a response letter that said they could not disclose any information pertaining to my complaints due to HIPAA law Protected Health Information(PHI). They said they did not have records of any complaints in the same letter. Included were four more pages of release and HIPAA documentation to fill out. This is simply a way to inconvenience the customer, hide behind a law that has nothing to do with their poor service and cause increased inconvenience to an already mistreated customer. Customer service complaints, billing problems, claim inconsistencies and the outright misrepresentation of the facts is in know way related to HIPAA. The insurance carrier is simply hiding behind a health information disclosure law to ignore the Revdex.com complaint and blame the customer.

Review: A request was submitted on May 30, 2014 for a reimbursement from my flexible spending account. This request has been "in process" for over 7 weeks. Typical time for reimbursements (per Cigna's website) is 7 days. I have called numerous times, as has my employer, and have been told it is a technical issue (i.e. computer glitch) and that is the cause for the delays. This is MY money that I am entitled to, and the tax deferred benefit has been made obsolete since the interest I am being charged on my credit card is higher than the tax advantage of having a flexible spending account.

This is not the first occurrence of problems with Cigna providing timely FSA reimbursements. Every year they fail to return my money to me in less than 30 days.Desired Settlement: Deposit MY money into my bank account today.

Business

Response:

Hello-This complaint is being addressed.Thank you.

Review: My wife was suffering with severe tooth ache and on 6/25/2012 she made an appointment with Dr. XXX Cigna In net work provider(Physician name is not mentioned here but it was provided to Cigna) on the same day. She was very disappointed by the services she received at Dr. XXX office. He took couple of x rays and examined her and gave estimation for the treatment plan. He did not provide any temporary treatment option especially he didnt even address her severe pain (main reason for visit). There was no follow up on how she was doing in terms of pain. She had to suffer with pain for a month. Then we went [redacted] on 27th and we were referred to good dentist on July 28th who provided antibiotic treatment and analgesics for temporary pain relief followed by root canal treatment on August 15th. We could not contact Cigna for preauthorization from [redacted]. We assumed that fee can be reimbursed because the Cigna cost was lot less than estimated costs in USA. According to D. XXX (Cigna net work provider), estimated costs for Cigna was around $1250.00. Services were provided for lower cost around $ 500.00 (30,300 [redacted] Rupees). Cigna denied reimbursement claim was denied based on HMO contract terms. We were expecting that Cigna would honor this claim and reimburse the costs because my wifes dental services were provided by an out of net work only as a second option. We did seek medical assistance from a Cigna net work provider. My wife felt like that she was at a car service center where they give an estimation of repair cost. Dr. XXX has did not focus on patient's chief complaint and my wife was uncomfortable receiving treatment. I think Cigna denied reimbursement only based HMO terms without considering customer satisfaction and needs. Cigna should get "Zero score" on customer satisfaction.Thank you for your attention to this matter.Sincerely,[redacted]Desired Settlement: DesiredSettlementID: Other (requires explanation)

I would like request reimbursement and Cigna should try to solve the issues based on the individual case context instead of denying the claim based on contract terms .

Business

Response:

Please see response

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:

Review: After cancelling my health insurance policy with CIGNA, they still processed the automatic bank draft for the premium. I have called 4 times and have been promised a refund of the premium for the policy that was cancelled as of 1/31/2014. The last two times I was promised it would be received within 5-7 business days and that was 2 weeks ago.Desired Settlement: I want the money put back into my account.

Business

Response:

Cigna has completed our review of this Revdex.com request and a final resolution was sent to the customer today, April 11, 2014.

Review: My daughter went to the pediatrician (The [redacted]) on 8/2/13, 8/22/13, 10/29/13, and 11/08/13; Cigna still has not processed these claims. My daughter had primary insurance with Cigna (through my mother's place of employment) and secondary insurance through the State of Maryland ([redacted]). Cigna's policy was cancelled with an effective termination date of 12/31/13. Cigna keeps stating they are not primary and unable to process these claims until the primary takes action. I have called 4 times, each time told a different story. I spent $10.00 faxing bills that my wife continues to receive from the [redacted] and they stated they did not receive all the pages. I also mailed this on Friday 1/10/14. I am not understanding why these claims are not being processed? The [redacted] says Cigna has not been cooperative with them and I feel this is unacceptable business practices.Desired Settlement: I would like these claims to be processed so that my wife stops receiving bills.

Business

Response:

Verbal contact has been made with the customer. I will work with the customer until the matter is resolved.

Review: I have been on long term disability insurance from Cigna since 2007. I bought this policy through [redacted] restaurants who I worked for many years.In 2005, I got a TIA,I developed vertigo from this, while in the hospital, it was also discovered I had HEP C. For the next 2 years I was out of work for 13 weeks due to very bad vertigo attacks. I was hospitalized numerous times. I kept going back to work because I was hoping I would improve. I also lost about 70 pounds. In the fall of 2006, I was treated for my Hep c, because Hep c causes liver cancer. The treatment was supposed to last 11 months, I was only able to take it a little more than 3 months. I got horrible side effects, extreme, back, knee, and hip pain, low platelets, anemic, anxiety. I was forced to stop treatment for the hep c because of the terrible side effects. I went back to work again in Feb. of 07 after being in the hospital in Jan. of 07 due to the side effect of Hep c medicine. Around April of 07, I was so sick, my doctor took me out of work completely because I was unable to sustain even a 3 hour work day without getting very sick. Since, 07, I have had 7 surgeries, rod in hip because of AVN in both hips, left thumb surgery, tumor removed from of mouth, and 3 back surgeries( plates in back with fusion.) I have had low platelets, been anemic which creates fatigue like hep c. I have been on many medications for vertigo and still am,and pain medicine for the extreme bone pain I suffer. In the last 6 months, I have also gotten stage 2 diabetes and cirrohis of the liver. I have also had many other varied procedures. I suffer from chronic vertigo and extreme pain and fatigue. In 2008, cigna took me off their insurance because they said I could work, I won and was reinstated. As of Oct.28,2013, Cigna removed me from their policy saying I could do sedentary work. I am unable to sit or stand more that a half hour at a time, vertigo gets so bad, I throw up for hours at times. Cigna gas a habit of doing this as shown in lawsuits they lost.

Product_Or_Service: Long term Disability

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

I would like my long tern benefits restored, because without them I will become homeless. Its not a tremendous amount of money, but it pays some very important living expenses. My primary doctor totally supports me and has and can provide evidence to this effect.Some weeks I average 3 appt. because of physical problems.These are very expensive. I can provide documentation of all doctors I see an when. Cigna has lost suits in California and Florida for doing the same

Business

Response:

Please note that the customer's complaint is still in review, he has been advised (11/15/2013) that a final decision will be sent to him in writing upon completion of the review.

Thanks.

Review: I have chronic daily migraines with an average daily pain level of 8/10. I have had this condition for 5 years ever since I had viral meningitis. Cigna has covered several injections, infusions, and other treatments over the last few years, but none have significantly helped my pain, which is complicated and largely neuropathic in nature.I learned about neuro-stimulator implant surgery last year after a friend with chronic migraines had this done and it reduced her migraine pain by 90%. I found a doctor who works with my neurologist and is very experienced at doing this and thought it was very likely to help my pain. A trial is first done, and if it works, the stimulators are permanently surgically implanted.Cigna, however, denied the trial for the procedure, saying that it is "experimental". It is their policy that they do not cover any "experimental" procedures. An appeal was put together and was denied for the same reason. I am in constant pain, however, and on a lot of medication, and my family (who are not wealthy by any means) paid for the trial themselves. I am a teacher and had a very difficult time making it through the school days and year last year despite loving my job, not to mention my quality of life with this pain.I was relieved and very happy that the trial has been very successful and significantly helped my pain. I called Cigna to ask if a trial paid for out of pocket that is successful would change Cigna's decision and the customer rep still replied that despite any trial results and/or statement by my doctor, it is still "experimental" and the permanent surgery would not be covered. "You can still appeal to a higher level, but it is still experimental and Cigna won't cover it for that reason". Chronic migraines have almost no proven treatments other than FDA approved Botox. There is little you can do for the immense pain other than take handfuls of pills and hope they will be somewhat effective. Cigna will not do the humane thing of approving this procedure.Desired Settlement: DesiredSettlementID: Other (requires explanation)

I would like Cigna to approve the neurostimulator implant procedure. They denied it and its appeal saying it is "experimental". On Cigna's Healthcare Policies website however, it says they make decisions about experimental procedures on a case by case basis and a person from an ethics council takes part in the decision making. Since I have truly tried everything else, I don't know how this is ethical or right as I will remain in constant severe,

Business

Response:

Hello,

Thank you for bringing this to Cigna's attention. I contacted the customer today in order to confirm receipt and research of this issue. Upon resolution, I will provide my findings to the customer directly.

Thanks,

Review: My member ID# is [redacted]. I have ongoing problem with perscription coverage for almost a year now. I keep getting denied coverage because the insurance company has it their system saying I have another insurance coverage. I had spend hours and hours on the phone trying to get this resolved and no luck. All they do is fix it temporarily and I have same problem about avery 2 weeks. I contacted Medicare and [redacted] and explained the situation and was told that Cigna Healtspring is the only company who can get this fixed. I have Medicare set aside from Gallagher Basset which cannot be romoved but is only related to low back problems. According to Medicare and [redacted] if Cigna puts in the system that it is not low back related there would be no problem with my coverage ever. I asked many times when I called Cigna for them to contact [redacted] to get this resolved and they said they cant. When I called [redacted] I was told that CIgna has to call them, they cannot call them. This is absolutely terrible, I am a cardiac patient and cannot get anyone to resolve this. I called again Cigna today and Ruth not only was not rude , would not listen to me and also hung up on me in the middle of our conversation. If this does not get resolved I will have to hire an attorney. My health and life are at big risk just because insurance company cannot their system accordingly. Since both companies are connected it should not be my problem to get this error fixed, they should work together on this.Desired Settlement: DesiredSettlementID: Other (requires explanation)

I have to have the prescription coverage fixed permanently ASAP. I am cardiac patient, had a heart attack and triple by pass. This is putting my life at high risk.

Business

Response:

Hello,Thank you for sharing the information. Cigna's Executive Office of Complaints has received the complaint and will be following up with the customer.Thanks again, [redacted]

Review: Hospitals and doctors offices have been billing me for out of network when My family and I have been going in network. This is all because Cigna had it wrong and did not inform me about. I had to call and complain. This resulted in hundreds in over charges. The point of it all is how many people are they doing this to.Desired Settlement: Desired Settlement: No settlement requested - for

none

Business

Response:

Hello, Thank you for forwarding this complaint. Cigna has received it and will review the complaint for further research/follow-up and resolution with the customer. Thank you, Rafael P[redacted]

Review: A Cigna employee cancelled my marketplace healthcare account when I was trying to only cancel dental insurance.

I called Cigna dental to cancel my dental coverage on 10/8/2014 and spoke with Lorna. After being on the phone about 20 mins she began the cancellation process and read to me the statements required to agree to when cancelling. After this process was finished she proceeded to say things such as "Uh oh, on no, this isn't right" and then told me she wasn't supposed to close a marketplace account. My marketplace healthcare is through Coventry Healthcare, how she was able to cancel it I am unsure. By the end of the call she had informed me the dental was cancelled and nothing of my healthcare would be affected. Now, on Oct 20th I have received a letter from my healthcare that it is cancelled. I have now talked to Coventry who referred me to the marketplace since it was cancelled through them. The marketplace has now opened an investigation to find out why the healthcare plan was cancelled since their records don't show the reason for cancellation. They recommended for me to call Cigna back to discuss how this happened, and after being on the phone for 30 minutes I was informed by Jerome that there is no way they can cancel an account in the way I described. They refused to transfer me to a manager or supervisor. Ultimately I would like an explanation as to how this could have happened, my spouse and I are now uninsured and I do not even know how long it will take for this to be resolved and can only hope nothing happens to us to require insurance.Desired Settlement: I would like an explanation and feel as if they are taking steps to ensure this never happens to anyone again.

Business

Response:

Hello-Thank you for forwarding this complaint. Cigna will review the complaint and provide follow-up directly with the customer.Thank you.Tanya H[redacted]

Review: I keep getting bills from Drs. that have sent bills to Cigna and then they will pay and then take back saying my Cobra wasn't paid I filed a complant once for this same reason. I paid all of my payments to Cigna until Sept 2012 when it ended ths is a never ending story. Now I recieve a bill from [redacted] date of service 2/22/13 for 120.00 Cigna paid then tooked back the money saying I had not paid my payment. I have proof thru my bank and Cigna also knows I have paid please do something with them.Desired Settlement: I just want the Drs. paid since I paid Cigna and they know it and for once and for all them make sure all of my claims is paid since I paid my payments to them. It is now over a year and my Dr's office is getting over this as well

Business

Response:

Good day,

I have contacted the customer and we have resolved the matter.

Thank-you.

Review: I contacted Cigna on March 19, 2014 to discuss obtaining medical coverage.I spoke with [redacted] at ###-###-####. **. [redacted] explained the type of coverage available, I agreed to a plan. **. [redacted] then took both my and my husband's personal information including SSN's. He said he would get back to me because the system was slow due to number of people calling in. I never heard back from **. [redacted] even though I left messages. I finally reached another sales agent, [redacted] at ext. [redacted] who gave me **. [redacted]'s extension and said he would have [redacted] return my call.I have called numerous times since and continue to receive **. [redacted]'s voicemail but no return call and no medical coverage. I sent an email to Cigna to request assistance and again no response. My greatest fear is this person, if he is not a Cigna representative, has all our personal information.Desired Settlement: I want confirmation the individual I spoke with is a Cigna representative and why he did not follow through with my medical coverage benefits.

Business

Response:

Thank you for the information. Out reach to the customer will be completed today to go over our findings. Thank you, [redacted]

Review: I am disabled and prefer to communicate with Cigna via email. I have so many issues with my current representative that I requested contact information for his immediate superior - and all I have received is phone numbers - "I have been asked that you contact Joshua at either ###-###-#### or directly at ###-###-####. This is the only means of communication provided to me for contact with him. You may also contact [redacted]. at ###-###-#### or directly at ###-###-####." - I have already indicated - repeatedly - that I would appreciate the ACCOMODATION of email communication - (considering they are in the DISABILITY field - they should understand that) but I have not received an email address - even though I have been asking for it for MONTHS.

Completely unacceptable - to REQUIRE a handicapped person to use the telephone even though they KNOW I have speech issues is wrong.Desired Settlement: I want to receive an email from either [redacted] or [redacted] - I do not want to communicate with them via phone - I shouldn't have to.

Business

Response:

Thank you for bringing this to our attention. I will research and respond to customer directly.

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:

Simply stating they will respond to me directly isn't sufficient - should I assume they will contact me via email? or by phone? who is the responder? I would have preferred an answer along the lines of "we will respect the customer's requested accommodations and confirm they will respond VIA EMAIL.

Thank you - you've received better response than I have done previously.

Regards,

Business

Response:

I have reached out directly to the customer and provided the email addresses as requested.

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I did receive an email from one of the people indicated.

THANK YOU

Regards,

Review: I contacted the Customer Service # on the back of my Cigna medical insurance card to discuss some issues in reference to claims. Long story short, the CSR was not able to assist and I asked to speak with an individual in the Appeals department and I was told that they do not take phone calls. I asked then who the CEO is and requested to be transferred to him/her or to their admin. The CSR told me that they could not give me the CEO's name that it was private information and that he did not have an Admin for me to speak to. Then I asked to speak with someone in senior management and was told that they do not take calls either. I have spoken with 3 different CSR's on 3 different occasions and have not had any issues resolved. I have submitted 1 verbal appeal and 1 written appeal and have yet to get a response.Desired Settlement: Desired Settlement ID: Other (requires explanation)

I want a member of Cigna's Senior Management to contact me at [redacted] for further discussion.

Business

Response:

Hello:

Thank you for bringing this inquiry to our attention. I have made an outreach to the customer. We are currently reviewing this item and will respond to the customer directly once resolution has been achieved.

Thank you,

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and I have been contacted by [redacted] and he has corrected their error.

Regards,

Review: I applied for individual/spouse dental insurance online, application & payment accepted. Cigna now denies that I have coverage, despite proof of pmt.

Online application for dental insurance submitted on 12/10/13, application #[redacted]. Credit card payment made online, Cigna website showed app approved with effective date of 1/1/14, policy # [redacted]. Tried to go to the dentist on 1/7/14, Cigna now claims that I do not have insurance. I have spent over TEN HOURS on hold with Cigna, spoken to at least 8 representatives, and the final consensus seems to be that an old policy I had in 1998 is causing some system error and my new coverage has vanished into thin air. Cigna now refuses to refund my money, nor will they provide the coverage promised in my original contract, and my dentist is refusing care. Most recent contact was with Cigna supervisor [redacted] ###-###-####, who keeps promising me results within specified timeframes, and has failed to meet every promised deadline.Desired Settlement: I want proof that Cigna will honor the coverage I paid for; if they refuse, then I want a refund.

Business

Response:

The customer was notified of a resolution by phone on 01-15-14. Cigna is closing this complaint.

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: Cigna did not contact me on 1/15/14 as they claim. When I log onto myCigna, it still shows that I am not covered. At this point, I have been denied treatment because of Cigna's technical issues, therefore, I requested a chargeback on my debit card for the premiums I paid, and will find another insurance provider so that my treatment can resume.

Regards,

Business

Response:

A written response was sent out to the customer yesterday, February 10, 2014 in regard to Revdex.com complaint number [redacted]. This issue has been closed.

Review: My insurance company, Cigna, owes my daughter's psychotherapist, [redacted], for two sessions for her services. The dates are: 1/15/13 and 1/22/13. **. [redacted] has called Cigna multiple times regarding this and each time Cigna insists they have sent her a check. **. [redacted] has repeatedly told them that she did not received the check. Cigna owes her $47.82 per session.Desired Settlement: Desired Settlement: Other (requires explanation)

Cigna will pay [redacted] the money they owe her for above claims.

Business

Response:

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

Review: I have sent at lease 10 certified letters to Cigna over some wrongful items they somehow are able to put on my Credit Report. They have failed to give me any explanation as to why it is there or how we can resolve. [redacted] at their executive office ###-###-#### ex [redacted] will not discuss anything with me - she tells me to "go away" and hangs up on me. She has done this on several calls, she refuses to let me speak to her supervisor. Also I have tried to contact [redacted] ###-###-#### and he has yet to return a call to me. I have full documentation of all calls and all certified letters sent and yet Cigna reps refuse to speak with me and refuse to let me speak with a manager to get resolution on this matter.Desired Settlement: I want Cigna to remove this wrongful report on my credit report and an apology for disclosing my medical information to outside vendors. I also want an apology from [redacted] for her unprofessional and outright disgraceful treatment of another person. (me)

Business

Response:

A response was sent to this customer on August 30, 2013 by [redacted]. This issue is closed.

Review: This complaint is regarding claim [redacted]. As per my insurance coverage, it clearly says that in urgent care service plan will pay 80% and I will pay 20%. But in the claim information CIGNA did not pay even a single penny and claim that I have to pay it through the deductible. But the plan did not say any such thing in case of urgent care that I have to pay the deductible first.

Plan coverage in case of urgent care taken from my coverage.

Coverages In-Network Out-of-Network

Urgent Care

You pay 20%

Plan pays 80%

Out of Network

You pay 20%

Plan pays 80%

When I tried to talk to customer care no good response and they don't even understand what they are talking about and try to justify written in claim not my plan and assume that I will understand non written things.Desired Settlement: I want CIGNA to pay my bills as per my coverage and do not make stories and force to fill plenty of documents. They should have some online method for claims reconsideration in place of paper method and should work as per the contract.

Business

Response:

Cigna has completed our review of this Revdex.com request and a final written resolution will be sent to the customer today, October 23, 2013.

Review: CIGNA is using bait and switch techniques to delay paying health insurance claims in the hopes that you will give up and they will never have to pay. I have submitted multiple out-of-network, out-of-pocket claims up to 4 times each, and each time their response is to send me back an explanation of benefits denying the claim because of a single missing piece of information. When I resend the claim with the requested information, I get the same response about a different piece of information. Most recently after re-submitting multiple times, I received a denial based on the timeliness of the filing and check for $2.12, which made no sense. I have called and talked to representatives 3 or 4 times with no helpful advice, other than to appeal the claim, which I will continue to do. When we finally have a choice for health insurance, techniques like this will hopefully force them to change their business model or risk losing customers.

Product_Or_Service: Health Insurance

Order_Number: [redacted]

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

I would like my claims paid in full. I paid $3,889.91 total in out-of-pocket, approved out-of-network expenses. After my out-of-network $1500 deductible, that leaves $2,389.91.At 50% reimburement, I am owed $1,194.95.

Business

Response:

Cigna has completed our review of this Revdex.com request and a call was made to the customer today.

Review: CIGNA Home Pharmacy calls me 2 times a day every day to use their service

CIGNA Home Pharmacy calls me 2 times a day every day to use their service. This is harassment and just crazy. I have asked them every time I answer to please remove my number. They say they will, then they call the next day. It is driving me insane.Desired Settlement: I just want them to stop calling me.

Business

Response:

Cigna's final response was sent to **. [redacted] on July 26, 2013.

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 was never contacted like they said.

Regards,

Business

Response:

Dear **. [redacted], Cigna's response was sent July 26, 2013 to the address listed on your Revdex.com complaint. Please allow mailing time. If you would like to speak with us, you may contact us at [redacted], also we will be happy to mail a copy of the response to a fax of your choice.

Thank you.