CIGNA Corporation

Review: I contacted an Attorney. I am an RN ([redacted]) currently on STD due to Stress, Anxiety, Medications Adjustments, History of Military Sexual Trauma. I have been on Short Term Disability (STD) since April 2014. I had to extend my STD after returning to work one day and suffering an anxiety attack. I am a service connected Veteran receiving treatment for a PTSD/Sexual Assault. Cigna is STD my provider, my claim number [redacted]. A Cigna representative , [redacted] (###-###-#### Ext [redacted] had called me several times in one day (1 June 2014) and several times the next day in order to inform me that my STD was up and I needed to provide additional paperwork to extend. Each time she called I informed her that I needed to sleep and give me some time. During this entire process my leave representative came across as short and abrasive towards me. I explained my anxiety diagnosis and asked her to give me time. I had not slept in 3 or 4 days. Also adjustments were being made to my medications. I had also recovered from SEROTONIN SYNDROME a potentially life threatening condition that occurs due to an interaction of anti-depressants. She contacted me via phone the morning of June 1, the afternoon, and the evening of June 1 while I was trying to rest. I checked my email that night which had an email from the Cigna rep again telling me I needed more documents and the information I had sent was insufficient. I emailed her back asking her to "Give me some f[redacted] time!! I also emailed to her that if she kept harassing me I would file a law suit. A day or two later I sent an email apologizing for the email. I even contacted the rep and apologized by phone.This morning, (23 June 2014), I received a phone call from [redacted] HR, stating that Cigna sent my email to them and stated that I had been abusive towards the Cigna Rep. The [redacted] rep stated the email was sent to the VP of [redacted] and she threatened to terminate my employment if it continued. I tried to explain

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

I would like a new STD claims representative. Cigna should contact my employers at [redacted] and explain that I apologized two days later via phone and via email.Due to the nature of my disabilities, I feel that the Rep should have only contact my providers. I feel that this is a violation of HIPPA. Adjustments were being made to my meds and I wasn't sleeping. Cigna should issue a formal apology to me.

Business

Response:

Hello [redacted], please note that this request is still in review. Upon completion a request will be sent to the customer. Thank you.

Review: At the beginning of this year I received notice that Cigna Healthcare did not receive my payment for the month of January 2014. Since I have established an automatic bill payment from my [redacted] account I quickly took a look online at my account. I could see that the payment was sent to Cigna on 01/13/2014 and received by Cigna on 01/16/2014.

I contacted Cigna immediately and their representative, [redacted], told me that they would credit my account as the error was Cigna's. I was told it could take a few days for the credit to appear when I log into my Cigna account. A week later, no credit. So I contacted them again. This time [redacted] told me to fax over documentation to prove payment. So I sent over the confirmation printed directly from [redacted] as well as the bank's list of the last 12 months of consistent payments they should have received. Since the payment is setup to be paid automatically, the payment gets debited from my account on the same date each month. So I explained that if Cigna shows any gap in those dates, then they have not properly credited the payment they clearly received. [redacted] also faxed them the front and back of the cancelled check that clearly shows Cigna's deposit info.

From that point forward I have documented more than 20 phone calls to Cigna (and conferencing in [redacted]), but all have taken place with no success of my account being credited for the payment Cigna clearly received. I have faxed proof of payment to Cigna numerous times. [redacted] has faxed proof of payment to Cigna numerous times. On 05/16/2014, I was finally able to speak directly to a Cigna Billing Supervisor by the name of [redacted] stated that he was personally handling the case and would get it resolved immediately. However, I have had 4 such calls with [redacted] and they still will not credit me for my payment. My typical phone calls with Cigna last anywhere from 45 minutes to 2 hours. At the end of that time the representative always tells me that my account has been credited for the January payment and that it will take a few days to appear online. But no matter how many times I ask, they have repeatedly refused to send me any kind of written proof that they have credited me though and the credit never appears online. I keep getting the same excuses from every representative and now also the supervisor [redacted]. As of this email still no resolve. To this day, I keep receiving late notices from Cigna for Cigna's error. It has been repeatedly proven that Cigna cashed the check. Cigna has now stolen this money.

It has been 6 months of constant phone calls to Cigna Healthcare with my [redacted] representatives also with no resolve. At this point, I am left to send emails with all my documented proof to every branch of Cigna I can find for this issue to be resolved - -media outlets and lawyers will be next.Desired Settlement: Show online that my payment has been processed EVERY SINGLE MONTH WITH NO GAPS!!!

Business

Response:

Please note that the customer's complaint is still in review. Upon completion a response will be sent to [redacted]. 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 received the letter from Cigna stating that my account is now current, but after checking Cigna's online payment portal their correction does not appear - even though the letter states the correction was applied over a month ago. So I am unable to verify that the account has truly been corrected. I have been told numerous times that the correction has been made only to receive another late notice and be forced to start all over again. So this complaint will remain open until I can verify.

Regards,

Business

Response:

Our office has sent [redacted] a letter and confirmed with Cigna Individual Family Plans that her account is current and that all payments have been posted. No further notices will be sent. Thank you.

Review: I called Cigna in September 2012 to see if a plasma injection procedure for my right elbow in the amount of the $400.00 was covered by my Health Insurance. I talked to a customer service representative which I notice was very annoyed by my call. After telling her the reason for my call, she look up the information in her computer and said "that procedure will be cover by Cigna”. I offered to give her the procedure code because of her bad attitude, I wanted to double check if it was covered but she refused it saying that it was covered and my doctor's office had to get in touch with them. I went ahead and I got the procedure done based in the information I got from Cigna.

I called again in October after I received a claim denial letter and informed the representative that I wanted my claim to be reviewed. She told me no to worry about because her company was already working on my case. I called once again after receiving Cigna's Explanation of Benefits with the information that the claim was still denied and procedure the amount of the $400.00 was not covered by them. I appeal the claim twice because Cigna hasn't been truthful with me and they keep giving me the round around providing the same answer to my appeals without reading them or addressing my requests and concerns. I’m asking you to review my first call to Cigna and the two appeals I have sent them to see how they are misleading the customers.Desired Settlement: I want for Cigna to reimburse me for the $400.00 I paid for a procedure I had done; after I was assured by one of their representative that it was covered by them.

Business

Response:

A written response was sent to the customer today in regard to Revdex.com complaint # [redacted].

Consumer

Response:

When I called Cigna I was informed and assured by the representative that the procedure was cover by my insurance and to have the Dr's office to call but I was never told that it was for a pre certification and I never told [redacted] from the Dr's office to submit documentation for a pre certification as is stated by [redacted] from Cigna's Executive office in her response to me dated 3/12/14. I'm asking Cigna to provide the phone recording to the Bette Business Bureu; so they can evaluate the call and see how I was mislead with information that was not true. I know that I have an accent and the representative couldn't hide that she was annoyed by it and the way she was taking to my was like if I were a second hand citizen.[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:

Regards,

Review: Cigna issued a check for services rendered, but it was returned as "Not Sufficient Funds" and a bank fee was assessed on my account. This is check fraud. Multiple attempts on my end to get this resolved have been unsuccessful.Desired Settlement: Cigna check #[redacted], dated 2/14/2014, amount $63.75 plus my bank's NSF charge of $30. Total: 93.75 now due to me.

Business

Response:

The customer has been contacted via phone call. Cigna will continue to work with the customer until the matter has been resolved.

Consumer

Response:

[redacted] MD

Review: [redacted] I am rejecting this response as there has been no resolution! The check fraud amount and associated bank fee is still outstanding 2 months later.

Review: To whom it may concern,

I have been trying to submit a claim for the flu shot for months. I have sent the updated requested information and each time it is rejected. I am not sure what CIGNA does with the previous faxes I have sent and why they are not being cross referenced. But this process has become very frustrating.Desired Settlement: I would like my flu shot claim processed without future issues.

Business

Response:

Please be advised that a final response was sent to the customer today (2/28) advising that his plan does require a deductible for medications before the plan will pay at 100%. Any questions customer may contact Cigna Customer Service.

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: This message see** to be meant for someone else. My issue was in reference to 9/16/2013 reimbursement submission for the flu shot from [redacted]. I have submitted countless requests and each time there is an issue. CIGNA should have the previous copies of my submission to cross reference.

I also requested a phone call from CIGNA to discuss this issue and I have yet to receive a call.

Regards,

Business

Response:

Please be advised that **. [redacted]'s request is in review. A response will be sent to her upon completion.

Thank you.

Review: Cigna has delayed my treatment on 4 occasions regarding a timely medical treatment without just cause. I believe that their full intention is to deny medical treatment,intimidate, bully and scare their customers from pursuing treatment. A 'health care professional' from Cigna lied as to the reasoning for denial an that is unconscionable. Especially in regards to my medical best interest. Conservative measures have been taken and at this point, and in the opinion of my doctor surgery is the solution. As of 1.30.14 my surgery is denied and after peer to peer review they are allowed 15 day review period which puts me outside of my surgery date of 2.18.14.Desired Settlement: My request is that Cigna respond in a timely manner after peer to peer review is completed. I just want to get back to my life and feel better. I want them to be aware that their actions have effected my livelihood dramatically.

Business

Response:

We have been in contact with the customer in regard to Revdex.com complaint # [redacted]. The customer has been advised of the next steps.

Review: I have short term disability insurance through my employer who uses this insurance company. I have been out of work since October 15, 2013 and have YET to receive a check from this company. They first attempted to send the check out at the beginning of January and my house number was missing a single digit. I called the "claims manager" and told her about this. She stated she corrected this and would send out another check. I checked and saw that she had corrected my house number but THEN had deleted the street number off of my highway number! I AGAIN called and told her about this. She stated that I had told her to do so! She then "promised" me that a check would be over nighted to me on January 17, 2014 and would arrive on January 18, 2014. Well, that day has come and gone. Their offices are closed today due to a national holiday. I attempted to contact any and all carriers that use over night service and NONE have a record of anything being shipped to my address! I can't even get in touch with anyone to get any tracking information! I am about to lose my electric and am still out of work due to this back injury!Desired Settlement: I want my check! I have been out of work since 10/15/13!

Business

Response:

Please be advised that the customer's compliant is still in review. Upon completion a response will be sent to [redacted].

Thank you.

Business

Response:

February 3, 2014

Dear **. [redacted]:

We are writing in response to your correspondence of January 23, 2014 regarding [redacted]’s claim for Short Term Disability (STD) benefits. **. [redacted] was covered under her employer provided, fully insured STD policy [redacted], which was underwritten by [redacted]). This policy is sitused in Tennessee.

**. [redacted] has expressed her concern regarding the delay in the delivery of her STD benefit check. We appreciate the opportunity to address her concern.

We acknowledge **. [redacted]’s frustration regarding the length of time it took for her check to be received.

It was not our intention to cause such a delay, As a company, we strive to achieve accuracy in administrating all claims, however, occasionally errors do occur and they are addressed on a case by case basis.

Based on a review of her financial record, a check with the correct address was issued on January 17, 2014, sent via overnight mail, and paid by the bank on January 23, 2014. We regret any stress caused as a result of the payment delay.

We appreciate the opportunity to address **. [redacted]’s concerns and hope the information provided has been helpful. Should you have any further questions or concerns, please do not hesitate to contact our office,

Sincerely,

Review: I started a Health Insurance policy with Cigna in February 2014. When my baby girl was born on October 15, we added her to the policy. During the pregnancy, Cigna stated that the baby would be covered under my policy for the first 30 days of life, which ended up not being true. When the baby was added, I specifically asked Cigna for a price breakdown for adding the baby. They would not provide a price over the phone and said we would get a bill for it in the mail.

Once I received the bill and realized how expensive the premium was, I called Cigna to cancel the policy for the child. The baby had health insurance coverage from October 15 -31, 2014.

Cigna has continually billed me for the premium of the baby. I've called Cigna at least once a month to get the issue resolved, yet no results. My last phone call with Cigna was right around the Christmas Holiday; I was on the phone for over two hours. They even had a manager to review the prior recorded phone calls and stated they would get this fixed. They gave me the assurance that everything would be adjusted properly and I could see the adjustments online after a weeks time. However, I received a phone call today from Cigna stating they I still owe for the baby's premium since October.

I've consistently paid my $353.75 premium on time since being a customer in February of 2014. I also understand that I am responsible for paying the baby's premium when she was covered from Oct 15-31 (which should be pro-rated) and I have no issue paying that.Desired Settlement: Adjust the billing correctly where I only owe a pro-rated price of the health insurance premium for the baby from October 15-31.

Business

Response:

Hello, This complaint has been received by Cigna's Executive Office of Complaints. Cigna will follow up with the customer directly for review. Thank You, Rafael P[redacted]

Review: Massachusetts state law requires that a 1099 form is sent to everyone with health insurance. If the form is not sent I'm not able to file my taxes. It's now late July and I should have received this form long before April 15. I've spent over ten hours on the phone requesting this form and Cigna will not send it to me. Every time I call everyone tells me they're working on it and will get back to me when it's resolved. I've spoken with more than ten people and no one has ever called me back. At this point I'm not able to file my taxes. I'm hoping they will adhere to Ma law and send me my 1099 form.Desired Settlement: I need my 1099 form to file my taxes. A phone call back and an explanation as to when I'll receive my form would be perfect!

Business

Response:

Please advise customer that his request is under review. Upon completion a response will be sent to him. Thank you.