CIGNA Corporation

Review: We were new to Cigna insurance this year. On April 4, 2014, I went to the doctor for my anual physical. The person who usually works the front desk was not there, and the nurse assisted me w/ my insurance information. The nurse is untrained, and did not notice that there is NO co-pay for a routine physical. She charged my health debit card $20, and then another $5 since a co-pay *would* have been that amount. Cigna notified them that this charge was illegal, and they returned $20 only. Since then we have received several letters, threatening to deactivate our debit card (which still has over $200 on it). We called Cigna and the MD office, and finally got a check for $5 and mailed it to Cigna on July 20. 2014. The check was cashed. We received yet another letter, and I phoned yet again on September 3, 2014. I was on the phone w/ a representative for over an hour. She finally concluded that there was service help for agencies that charge for services, but no customer service for customers, like me, that had an issue regarding my health debit card. We have received yet another letter threatening to deactivate our card.Desired Settlement: Please show that our $5 payment has been accepted (we sent them a copy of the cancelled check) and stop threatening us. It is not good for a person's health to be under this kind of stress. Also, they need to have someone available to help customers who may have this problem in the future.

Business

Response:

Hello-Thank you for sending this complaint to us. Cigna will review this customers complaint and follow-up directly with the customer.Thank you.Tanya H[redacted]

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.

Regards,

Review: I have an HRA plan for 2014 sponsored by my work. I had $1500 deposited to the account at the start of the year. on Jan 06 2014 my wife visited the doctors office and had lab work done. The claim was filled and I see the money paid out of my HRA account on Jan 28 2014. I received a bill from my medical provider about this bill in Feb. I ignored it since the payment was done per my understanding. I received the same bill again in March and April. Finally I smelled something wrong in this and called up Cigna. I had to call like 5 times with different people before I can get a straight answer about what is going on. Finally on Apr 02 2014, I filled a complain # [redacted](account representative [redacted].) based on identification of error that was done by the cigna claims payment team. Apparently the money(2 bills for $37.87 and $111.49) was pulled out of my HRA account but never payed to the Medical provider. I was assured that the resolution will be done within 10 business days and I will receive the notification about it. I was never notified till Apr 24 2014 and then I also got a new bill from my medical provider stating that the account has gone for collection action due to non payment. I called up Apr 24 2014 again to cigna only to get the same answer and after spending 3-4 hrs on the phone, still no resolution. I have collection agencies trying to collect the money which I have already paid and have no reasons to default on. this is is effecting me and my family substantially as this is not who we are. This is disgusting and very shameful.Desired Settlement: I would like them to correct the problem and send out the payment to the medical provide asap. Also, I want them to issue a formal apology for the mental suffering we have experienced due to this issue and also compensate for my time that I have to be on the phone to explain the issue to the many agents that I have to juggle thru during this painful process.

Business

Response:

Request is still in review.

Review: I placed an order online for my prescription medication on 7-2-14. Shortly after I called them requesting another delivery address be used. The rep verified I have an alternative address on file and it would be sent there. I was then provided tracking information on their website when it was shipped. It was shipped to my home address and not the requested work address. This is the second time this happened. I asked for a refund for shipping the first time and was denied on 1/14/2014. I am only disputing the charge this time for delivery made 7/8/2014 at the wrong address. I took the time to call them to verify that the information was correct and the failed as a company to provide the service I was paying for. Again, this is the second time this has happened and they refused to refund my shipping cost by phone. However, this time, I am filing a claim with the Revdex.com in order to get resolution on my end with a refund.Desired Settlement: I ordered overnight shipping as this medication cannot be in extreme weather for long periods of time. As it was shipped to my house this can lead up to many hours in the heat this time of year. For the extra cost of overnight, they need to get this right. They failed; thus requesting a refund for Rx order Pharmacy Order Confirmation #: [redacted] Received: 07/03/2014 Internet Reference Number: [redacted]......I am requesting refund $17.95

Business

Response:

Please be advised that a response was sent to the customer ([redacted]) on July 17th via mail. We have concluded our research. 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 find that this resolution is satisfactory to me.

Regards,

Review: Customer service will not give me a straight answer when I will be given a premium refund. I have called five diffrenet times and received five different stories.Desired Settlement: I want my $551 premium refunded immediately

Business

Response:

Thank you for bringing this item to our attention. We will contact the customer in order to acknowledge receipt of the inquiry. Cigna will researcht the pending complaint and provide resolution directly to the customer.

Thanks,

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.

Regards,

Review: CIGNA's Flexible Spending Account has repeatedly denied payment of eligible expenses with reasonable documentation for no reason

In on instance a copay was not payed from the account because CIGNA FSA thought it unreasonable to have 2 copays on the same day when it is very possible to see two different medical practioners on the same day.

CIGNA FSA is seeking repayment of $147.50 out of a co-pay of $250 on my FSA debit card when $250 was not charged to the debit, merely $147.50 was charged. The additional $102.50 was paid out of pocket by myself.Desired Settlement: I would like CIGNA FSA to correct its audit process so it does not make so many errors on eligible charges and I expect $100 in compensation from CIGNA itself for the extraordinary amount of time it takes to resolve issues that are already properly documented.

Business

Response:

Good day,

Written correspondence outlining the resolution has been sent to the customer.

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 find that this resolution is satisfactory to me.

Regards,

Review: I have filed an appeal with Cigna, I have only had the insurance for one month now, through [redacted] College; upon verifying coverage, finding doctor both online and by phone twice over the phone (allergy specialist and pediatrician for my two sons and in-network), upon doing the procedures lab and allergy injections covered by my plan on page 16 Access Plus Plan A and also confirmed over the phone, they decided to charge me deductible and .10 percent instead. When talking for hours over the phone with both the [redacted] Clinic (**. [redacted]) and Cigna, they simply refuse to pay or do anything, they keep talking about codes. [redacted] Clinic says Cigna is familiar with the way they bill. I talked to a number of people at [redacted] College who use the same doctors and have been charged correctly. Even the representative at [redacted] cannot say we should not go there because the doctors are in-network and should be covered by our plan. But noone budges or tries to help in anyway. I need to go to the doctor and use doctors under my plan, but now I am afraid because Cigna receives more complaints than any other company in the Northeast and seem to purposefully refuse to pay, claiming codes etc. This is to me is fraud and stealing money from people who pay for their insurance and their family's insurance (which is my case).Desired Settlement: This is fraud and the bill needs to be adjusted. Cigna should have a more transparent and prepared representatives to deal with these issues so if they say the doctor and the service is covered and it says it is covered, they are supposed to resolve the other problems.

Business

Response:

Our office has received the customer's complaint, please advise to forward a copy of her Cigna ID card or her ID#, 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 have already contacted them several times and no proper response. I include here a copy of my id card.

Regards,

Review: 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 disgusted 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 just want a late submission granted on this one new requirement which was just an online survey and them to allow us to get our HRA incentive money and remain on the wellness policy.

Business

Response:

I sent a response yesterday indicating the following:

This is in response to the second notice received from the Revdex.com in regard to Revdex.com # [redacted]. A response was sent to the customer on 08-07-13 by [redacted].

This is our third 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:

I got a response from the business that they are denying the late

submission. I'm sorry but that is the craziest thing in the world.

They are kicking us off our plan and denying us our HRA money because we

didn't fill out one stupid 10 minute health survey online when I was in

the hospital 3 times this year, had over a dozen doctors appointments

and my son was in the hospital for a week! They said they sent us

something in the mail about the deadline.... well, our neighbors got our

mail while we were in the hospital! Plus, I don't believe for one

second that there isn't a personal health emergency exception. I hope

to god that our health issues never happen to anyone and especially that

they are never treated the way we have been by Cigna regarding it! We

aren't even asking for a waiver for a ridiculous health survey, we are

just asking that they grant a late submission which we did the second we

found out about it! Oh, and they said in the response that we didnt appeal, that is because they told us on the phone twice that we couldn't!!! They said that unless we did it on time, we weren't eligible for an appeal! This has to be against the law to deny us coverage

for not filling out a wellness survey while we were in the

hospital!!!!!!!! And its not like they don't know this, they are our

insurance company! They may not insure my son to see he was

hospitalized too but he was! This is so sick and disgusting! I would

really like them to think for one second, if this happened to them and

their young child, how would they feel if their insurance company turned

around and did this to them? This is totally unacceptable and the worst

I have ever been treated by anywhere in my entire life!

Regards,

[redacted] & [redacted]

Business

Response:

Contacted customer 08-30-13 to advise of next steps to follow in regard to the rejection of our previous response.

The member will need to follow the appeal process found at [redacted]

Left message for the customer to advise.

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:

They never called me nor left a message and their people told me I was ineligible to file an appeal with the state because I never originally filed an appeal with them. So what is it? Was it a lie before or now? And I am SO SICK of being lied to by this company, 1) that I never called to see if the requirements were fulfilled 2) that I was ineligible for an appeal 3) that no one could accept a late submission, etc. They are the most dishonest disgusting company and should personally be ashamed of themselves! I hope their family is never hospitalized and late on a stupid online survey that they weren't aware of then threatened to be kicked off their insurance and not receive their HRA money!!!!

Regards,

[redacted] & [redacted]

Review: CIGNA processed an unauthorized bank debit on 11/5/2014 against a policy that they cancelled on 10/31/2014. I have a new policy effective 11/1/2014 and they charged me for both the old and new policies, even though the old policy is in another state and was reportedly cancelled by CIGNA. In attempting to contact CIGNA they advised that it is under review but have no commitment to returning the funds in a timely manner. I have requested all ACH transactions to cease from my account going forward, reverting to paper bills as I have no confidence in their ability to follow-up through with their promises and commitments.Desired Settlement: I demand a FULL refund to my bank account for the full amount of the unauthorized debit, an actual cancellation of my former healthcare policy so that I continue with only one policy going forward, and compensation for my time and financial disruption.

Business

Response:

Hello,Cigna's Executive Office Advocacy Team has received [redacted]'s complaint and will be taking action to further investigate and rectify the situation. We will follow up directly with the customer.Thank You, Rafael P[redacted]

Review: I got Cigna Health Insurance to help pay my medical bills, but every time I go and see one of my doctors they do not pay the bill they say it is a pre-existing condition. I work only part-time due to medical problems, so I was ecstatic when I finally got a job, then when I was told I was eligible after 90 days for health insurance, and being only part-time, I could not have been happier. My issue is, I only make around $50.00 a week at the most, and I pay automatically $25.00 to CIGNA. The company hides behind the 4-word sentence about pre-existing conditions, in the middle of a 5-page contract.

Anytime I go to any different Dr. for say a blood draw, x-rays, or any consultation they deny the bill and I have to pay it. I have spoke with 3 different people at Cigna, I do not remember their names and cannot find the paper work. They told me all my Drs appointments are linked to the same medical issues and I could not cancel my health insurance plan until I was at my current employer for a year, then I could cancel, but they would still charge me another 3 months until the end of the year; unless I have a life altering event. Which is another job, or if I bought health insurance on my own.

This is getting outrageous, corporations doing whatever they feel like doing. I will never get out of medical debt. I just got done with bankruptcy 3 years ago, because of situations similar to this.Desired Settlement: I would like 1 of the 2 outcomes: 1) is to pay the bills, 2) drop me from the group plan.

[redacted] will not drop me from the plan neither will Cigna.

Business

Response:

Good day,

Written correspondence has been sent to the customer.

Thank you.

Review: March 25, 2013

Cigna

Attn: Executive Office Advocacy Team

To Whom it May Concern:

RE: Letter regarding claim for [redacted] DOB: 3/19/02

This letter is written out of extreme frustration with Cigna and the lack of customer service.

Approximately two weeks before December 25, 2012, I mailed a certified letter that included a doctor’s itemized bill for September 2012. The last appointment we had was in December of 2012. I also included a medical claims form complete with [redacted]’s name and date of birth and on a piece of notebook paper, I wrote “[redacted] DOB: 3/19/02.”

I further included the [redacted]’s doctor’s name, [redacted] that included dates of services from August to December of 2012.

After I received confirmation that Cigna received my letter, I called to verify all the information about my son. I was told in January of 2013 that they, Cigna, had never received the information.

As a result, I am out the money that it cost to send a certified letter and am now told that I must fax the information. So, following these instructions, I faxed the requested information to the number Cigna provided. After faxing, I called to confirm that Cigna received the information and was told, “Yes, we have.” After two weeks, I called again to follow-up and no one could tell me anything. I call every week and Cigna continues to tell me that “we know absolutely nothing about your fax.”

After four weeks, I receive a letter from Cigna stating that they “need up to 30 days more.”

I call again, and every time, no matter who I talk to, I am being told “give me your phone number and give me a couple more hours and I’ll call you back.” Each and every time, I do not receive any calls. So, I continue to call weekly and after another two weeks, I receive a second letter that states, “Cigna needs another 30 days.” At this point, I am so stressed that I am seeing my own physician for stress-related illnesses. My doctor wants his money and is adding interest every 30 days for an unpaid balance that Cigna should have taken of in the first place.

By that time, it was February first and after no less than 14 phone calls asking for information and updates on why this situation is taking so long and why I haven’t received any payments plus several Cigna staff telling me they will call me back and then never returning my calls and receiving three letters for a total of 90 days worth of extensions, I’m told to write this letter.

I don’t think any of you have any idea how stressed I am by all of this. I am so stressed with resultant depression that I am now on anti-depressants and am having more and more physical ailments as a result of all this stress that Cigna has caused.

Interest is adding up on a bill that could have been paid and thus avoided.

To add insult to injury, I have received a partial payment that is the name of my younger son, [redacted]! Cigna cannot even provide the correct name even though I’ve given them the correct name and date of birth with each phone call and each fax. Could this possibly get any more fouled-up?

Again, trying to do the right thing, I call Cigna to report this error. I was told that I was to keep the check and deposit it. I asked to talk to a manager and was given [redacted]. She told me they would reprocess this claim using the correct child’s name and would call me back when it was taken care of and that the check would be mailed that same day. I never received that call so I waited a few days and called [redacted] back. Cigna stated that a check was put in the mail on March 19, 2013. On March 21, 2013, I receive a _______ that I owe $237.00 for an incorrect contract rate for [redacted] for dates of service; August 21, 2012 to November 13, 2012. Once again, I call Cigna back and they tell me ______ all over again. I don’t understand why I would need to mail the check back—why couldn’t I just shred the check and Cigna could send me another check for the amount or just note the amount on the account!

I am out another amount of money to mail the erroneous check back and I have to wait for who knows how many more days before I receive the correct amount of money for the correct child’s account.

I cannot begin to tell you how frustrated I am as I feel I will have to go all over this again and again and again before Cigna finally makes this right.

I feel that I have been sorely mistreated by Cigna because my employer, [redacted], discontinued Cigna as an insurance carrier. While I feel I’m being treated unfairly, I am actually glad that [redacted] made the decision to discontinue Cigna… no one should have to go through a situation such as this. Cigna is the reason insurance companies have such a bad reputation. The old saying is true, “If you are dissatisfied with customer service, you’ll tell 10 people and those 10 people will tell 10 people” and so on and in my mind, Cigna has brought the bad press on themselves.

It is already hard enough to have a child with ADHD, anger issues, mood disorders plus other diagnoses, I have been put through horrible, stress-filled months because your company failed to do what they should have done. I can’t eat or sleep. I worry constantly. I work and make a good faith effort to pay my bills and be a person of integrity and now it appears to my providers that I cannot pay my bills—I am not a deadbeat but Cigna is making me look like one!

I am not made of money and I pay a lot of out-of-pocket money for insurance and now useless phone calls and faxes.

I submitted all the correct paperwork with all the pertinent information and I am treated like this!

I also have already paid my 250.00 co pay and they are taking it again from the amount owedDesired Settlement: I would like this to be settled now not several more weeks

I also have already paid my 250.00 co pay and they are taking it again from the amount owed

Business

Response:

Verbal contact was made with the customer in reagrd to Revdex.com # [redacted]. A written response was sent out today. 04-08-13

Review: Stall tactics in paying months old medical claims

Cigna received medical claims from me on 9-17-13. They said they had the wrong procedure codes. My doctor provided the corrected procedure codes and Cigna received them by 10-6-13. I have a voicemail from a Cigna employee named [redacted] as proof that they did receive the corrected forms. A month and half went by, and I kept calling and they kept giving me more stall tactics. It took until 12-2-13 and I got a Cigna rep named [redacted] who left me 4 more voicemails promising checks and that she would call within a week to let me know the checks were sent. I never received that call, but I still have the 4 voicemails as evidence of promised payment. Now it is almost a whole month later, A Cigna manager named [redacted], I spoke with her on 12-20-13, and SHE promised to call when the checks were sent. No call. I don't care if it is the week of Christmas, there have been plenty of work days since the 20th, for them to pay me. Now this morning, I called again, after almost 4 months since this started. and this morning I got the stall tactic yet again, the Customer Service rep telling me, "Oh, those went for adjustment, they have been passed to the adjustment department." In other words, in spite of 5 voicemails promising payment, and a manager ([redacted]) promising me payment, they still won't pay. I was promised the amounts of $214.38 for one claim, $107.19 for a second claim, and $415.59 for the 3rd claim. Now I am afraid that the latest stall tactic is in place, claiming they are being "Adjusted" they will knock down the prices they committed to pay. A Cigna manager promised me the amounts I just gave you.

In addition, there is a 4th claim that Cigna put into their website, as "paid" then they took it out, and changed the status to "not paid" when I was told at least 5 times that with an "out of network" doctor, that I have a year to file a claim. That claim is dated 2-19-13, and they actually committed in their website that they were paying $266.00, as if a check had been sent. then, they changed it. They are not paying a 4th claim that I was told I was filing within the one year for an "out of network" doctor.

So, the 3 amounts I already mentioned above, plus the $266.00 for the claim for 2-19-13 service, this is a lot of monty that they are playing stall tactics to get out of paying. Even, for the 2-19-13 claim, putting "paid" then changing it to "not paid" one or two days later.

I also have fax confirmation pages from when I faxed some of these claims and updated procedure codes, from the fax machine I used, confirming that the faxes went through successfullyDesired Settlement: I want the promised amounts of $$214.38, $107.19, $415.59, and $266.00, the amounts promised me, paid to me. In addition I want some kind of monetary compensation, for their bad faith practices. This has been stalled by Cigna since 9-17 when I first faxed the claims, and 10-6 at latest, with the voicemail I still have as evidence, from [redacted] at Cigna, confirming that they had the correct procedure codes to proceed with payment. I want monetary compensation on top of the amounts they promise

Business

Response:

Thank you for sending this issue, I will review the customer's concerns and reach out to them upon completion.

Thanks,

Review: in June 6th I was taken off the line at work due to dizzyness. they took me to the first aid room and found my blood pressure was 178/110. I was sent home. I went to doctor and after repeatedly trying to get my blood pressure to respond to medication they set me up to see a specialist and took me out of work. I had taken short term and long term disability insurance out with cigna through my job. they took out 3.00 a week for short term and 7.00 a week for long term. I was suppose to receive a check for 60% of my normal pay for 13 weeks on short term disibility and 60% of my normal monthly income on long term. after 5 weeks they finally approved my claim and sent me a check for 5 weeks then closed my claim even though the dr had not cleared me to go back to work stating they did not have sufficient records. I had signed a consent form allowing them access to all medical records but they never had contacted any of my doctors. I had to pitch a fit before they finally reopened the claim and finished paying me my short term. My HR office tried to help me by contacting them because they did not pay me correctly but they still shorted me 275.00. It was suppose to automatically roll over to long term disability but cigna did nothing until I called and started complaining. I have called repeatedly and they will not take my calls or return them. If I stay on the line to speak to another member of the team they are short and always trying to hurry the call up. It has been in long term for two months now but is still under review. I have received no money and they have made no attempt to contact my drs or the hospital where I had surgery. I had a 75% blockage in my left renal artery and a 75% blockage in my coronary artery repaired with stints. it has left my heart weak and I have fribulations. I am having to wear a life vest at the moment which is a exterior defribulator. I have tried to call the last three weeks and they pick up the phone and hang it back up without answering. im losing my house.helpmeDesired Settlement: I would like for them to pay me the way they were suppose to and on time. They had no problem taking my money each and every payday. They are going to cause me to lose my home. I have already lost my medical insurance which I very much need because I am not receiving the checks I am suppose to when I signed up for this insurance. The company I work for is dropping their service in december due to the way they have handled their employees. This is not ok and shouldn't be allowed to continue.

Business

Response:

Thank you for this information. It will be reviewed and Cigna will contact the customer directly. Thank you, Kelly M[redacted]

Consumer

Response:

From: Revdex.com of Metro Washington DC<[email protected]>

Date: Mon, Nov 3, 2014 at 9:26 AM

Subject: Fwd: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].

To: [redacted] <[redacted]>

---------- Forwarded message ----------

From: [redacted] <[redacted]>

Date: Sun, Nov 2, 2014 at 2:43 PM

Subject: RE: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].

To: [email protected]

in regards to my complaint against cigna. They have contacted me and sent a packet with request. they want a copy of my license which I have provided. My license are still in my maiden name of [redacted] due to the fact that I have not had the money to get them changed. my married name is [redacted] . I have provided them with a copy of my social security to prove this. They stated they needed permission to go back three months prior to my ensurability to see that this was not pre existing. I have signed and given them permission to see my medical records three months prior as I only saw a Dr for aurthoritis. they also requested that I give them proof that I have signed up for ssdi. I spoke with the ssdi department and they stated that I did not qualify to even apply as my Dr has not stated that I am expected to be disabled for 12 months or more or until death. I can not give them this proof as I do not qualify to apply. They want me to use [redacted] to apply. I will not use this company as I know they do not have my best interest in mind. They are paid and represent cigna when all is said and done. They also require that I give them at will access to my checking account to make a one time debit at their determination if cigna decides that they have over paid me. That is laughable considering I cant get them to pay me what they owe me much less an overpayment. I will not give anyone unrestrained access to my checking account and they have no legal right to ask that. This is all the contact that I have receive so far and I have answered all request except to use advantage and after talking with ssdi agent the ssdi application.

Review: Explanation of benefits Reference # [redacted] sent to us by Cigna Corporation on 06/29/2012 received for my wife stated that our plan had paid $238.79 of the $965.00 amount billed for visit on 06/29/2012 and that the amount we owed to [redacted] MD was $0.00. In the Notes section is written "A - PATIENT NOT LIABLE FOR INTERPLAN HEALTH GROUP DISCOUNT THROUGH COALITION AMERICA. Patient contacted Cigna on 12/18/2012 and the Confirmation number for the call is # [redacted] and filed a dispute regarding the bill received from [redacted], LLC NPI # [redacted] Owned by DR. [redacted] NPI # [redacted] stating patient balance owed to Dr. [redacted] NPI # [redacted] is $726.21 and balance owed to Dr. [redacted] NPI # [redacted] is 649.05 for a total of $1,375.26 due. Patient was assured by Cigna customer care representative that the medical provider had been paid and that the patient was not liable for any additional payments and again the Confirmation number for the call on 12/18/2012 is # [redacted]. Patient continued to be billed by [redacted], LLC and contacted Cigna again on 04/03/2013 and spoke with Melinda M. and the Confirmation number for the call is # [redacted] and again was assured that the medical provider had been paid and that the patient was not liable for any additional payments and again the confirmation number for the call is # [redacted], LLC sold their outstanding debt to [redacted] who we sent a cease and desist notification and then DR. [redacted] owner of [redacted],LLC located at 20900 BISCAYNE BLVD AVENTURA, FL 33180-1407 ###-###-#### sold the bogus outstanding debt to Phoenix Financial Services who is now threatening legal action against us. We are in the process of filing an appeal with Cigna and are filing complaints against all involved parties. I contacted Cigna Corporation today 10/18/2014 and was told by customer service representative Pat Confirmation #'s [redacted], & [redacted] that she could not locate any of my previous records regarding this matter because Cigna Corporation purges data 18 months or older and that I should file an appeal. We are the "little guy" being abused by the intentional or unintentional deficiencies in the medical billing practices of behemoth unethical medical providers and collection agencies.Desired Settlement: Notify [redacted], LLC NPI # [redacted] owned by DR. [redacted] NPI # [redacted] to cancel the debt and cease and desist all efforts to collect on this debt Account Number [redacted] and to also notify any party they have contracted to collect on this bogus debt specifically [redacted] and Phoenix Financial Services to cease and desist as well or pay [redacted], LLC NPI # [redacted] owned by DR. [redacted] NPI # [redacted] the outstanding balance or whatever you two agree on. Contact all 3 of the major credit bureaus and explain that you destroyed my wife's credit by not correctly informing your customers regarding your billing and customer service practices.

Business

Response:

Hello-Thank you for the inquiry. Cigna will be reviewing and will follow-up directly with the customer.Tanya 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: Cigna Corporation has had the opportunity to follow up directly with me and resolve this matter since June 2012 and has not done so as of yet and today is October 21, 2014 so this is why I need the Revdex.com to stay involved in this matter until this matter is resolved satisfactorily and this is the reason I contacted the Revdex.com in the first place and one of the main reasons for the very existence of the Revdex.com.Regards,[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: I cannot accept this response at this time because to date I have not received any correspondence from Cigna in writing regarding this matter.

Regards,

Business

Response:

Hello-A formal response was mailed out on 11/03/2014. Please allow 7-10 days for delivery.Thank you.

Review: I have been over billed for over my out of pocket maximum of $8000 per calendar year for family medical expenses by $225.17. I have called Cigna customer service at least 10 times and keep getting told that claims is working on this issue. It's a very simple issue and one customer service agent agreed that I've been overbilled by the amount of $225.17, but they keep telling me they are processing this error. It's been ongoing for over a month. In the meantime, I'm get re-billed by the healthcare facilities looking for payment with the incorrect amount. Eventually, I'll be turned over to collections because the insurance company is being incompetent.

I've spoken with highest level of customer service and all they tell me is they are working on it. It's gotten nowhere in a month plus. Cigna Customer Service Number ###-###-####Desired Settlement: I'd like Cigna to complete this job ASAP. This is not acceptable customer service and I find it ridiculous that you can't speak with claims to go over the inaccuracies. I have an excel spreadsheet with the bills that match Cigna.Com's that I went over with the first customer service agent clearly showing the over-billed amount. It's black and white.

Business

Response:

Cigna received Revdex.com complaint # [redacted] for the first time on 09-27-14. Contacted the customer today to discuss his concerns. This issue has been resolved.

Review: I was denied pre-authorization for a L4-L5 fusion for which myself and my doctor agreed was the best approach considering the existing damage. To avoid permanent nerve damage, surgery is needed immediately.Desired Settlement: Authorize the procedure by May 1st, a lesser surgery is scheduled on May 7th.

Business

Response:

Good day,

A written response has been sent to the customer.

Thank-you.

Review: A few days ago, I received 2 EOBs (explanation of benefits) from Cigna - those EOBs are not bills, rather they are statements that explains how much of my medical bill is covered by them, and how much I owe my practitioner's office. Those EOBs relates to my doctor services for 2 dates: Jan 14 2013 and Dec 21 2012. On those EOBs, it states that I owe 10% of the medical bill, which are: $16.65 for Jan 14th, and $33.21 for Dec 21st.

However, previously, within the last 2-4 months, I received a separate EOBs that showed that I owe nothing for both services - when I received those back then, I assumed it's because they were 'preventive visits' during my pregnancy.

In sum, previously it was stated that I owe nothing, and now I am charged for those visits. I called them some nights ago to get clarification (I believe it was Thurs night, May 30th) and spoke to an agent, but she was not able to assist because, to quote her 'our system updates every night so I am unable to get more info for you'. So she asked me to call back.

Today, Mon June 3rd, I called Cigna again to get clarification on those EOBs, but the agent I spoke to said she is unable to assist me because she cannot locate those previous statements that I received (that was sent previously by regular mail). I told her that she should be able to view them, since they were generated by Cigna and I have hardcopies of them - so it makes no sense that they are unable to view their our documents. Afterwards, she asked me to fax over those EOBs to her (her name was [redacted] I believe) - I told her it is hard for me to fax over documents since I would need to go to a nearby store and pay for the fax charges - which is something I shouldn't have to do since they should have a copy of those documents in their system. I offered to scan it and email it, but she said their system cannot accept documents via email; the ONLY way is to fax it or send it via regular mail.

After the call, I logged online to My Account with mycigna.com and I can clearly see those EOBs listed - for both service dates - so it does not make sense to me as to why the agent stated that she is not able to view it in their system. I feel like I was given the run-around, so they don't have to deal with my dispute. I have downloaded the softcopies of those EOBs from mycigna.com that I can attach to this complaint.

As a consumer, I don't appreciate the run-around - and I doubt any person does.Desired Settlement: Since I received 2 explanations or benefits (EOBs) before stating that the doctor visits were fully covered by my insurance plan, I would like them to revised the billing statement/EOBs to show that I owe nothing. Also, in this day and age with all the technology that is available, they should be able to see the EOBs that I was referring to during my calls - if I can see those EOBs by simply logging into my account, then I cannot comprehend why they are not able to, unless they are simply giving me the run-arounds. Thirdly, they should be able to receive documents via emails instead of asking me to fax it - it is easier to email the EOBs to them rather than fax (cheaper too since I would need to pay for fax services, and email is free).

Business

Response:

Good Day,

Written correspondence has been issued to the customer.

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 have not received the written correspondence as of June 11th 2013. It would have been nice if they just called me, or email me, to save time. I am assuming I will be receiving their written letter in the mail soon.

Review: CIGNA has failed to pay for my 1/24/13 urgent care visit. They are asking me for diagnosis codes which is ridiculous.

CIGNA and [redacted] MD, Inc., [redacted] should communicate with one another.Desired Settlement: Full payment of the $319.95 1/24/13 bill. Account number 155212. CIGNA reference # [redacted], ID [redacted], account name/# [redacted]./ [redacted].

Business

Response:

Thank you for bringing this complaint to our attention. I have made outreach to the customer in order to inform him of my handling of this issue. We will research his concerns and provide resolution directly to the customer.

Thanks,

Review: Cigna repeatedly delays making reimbursements for dental care. Over the years that we have had Cigna Dental they have changed PO boxes for claims without notification, they have lost claims, they send correspondence and payments to the dentist rather than the patient (which causes several more days of delay due to the fact that the dentist must forward the correspondence.)

We were due several hundred dollars a few years ago for my children's dental work, but they claimed they never received forms, and then when we remailed them they went to a wrong department and there was no response. On the phone we were told that the time period for reimbursement had gone by.Desired Settlement: I would like reimbursement for my children's dental service from a few years back and a change of policy so that they do not delay reimbursements to me or to any other of their policy holders.

Business

Response:

Thank you for this information. I have reached out to the customer to address the issues.

Thank you,

Review: I am submitting another complaint because my previous one was closed based on the fact that CIGNA contacted me, however they have not resolved my complaint to my satisfaction. They resubmitted my claim but found another way not to pay it, sending me a check for $20 when they owe me closer to $1200. They are now claiming that my copay is the same as the covered amount even though co-pays for out-of-network providers doesn't even make sense. It has now been almost 10 months since I originally filed this claim and I have been paying interest on my credit card for charges related to this and another out-of-network claim through CIGNA. If this is not resolved to my satisfaction in 30 days, I will be trying to collect through small claims court, which will include a claim for interest paid by me in the last 10 months. It is clear to me that CIGNA is purposefully and deliberately avoiding paying claims in any way possible. Starting today, a lot of people will have a choice for health insurance, and I would encourage them to choose anyone other than CIGNA. I previously had [redacted] and filed a similar type of claim once time and received a check within 30 days with no hassle. Here is my previous complaint:

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.Desired Settlement: 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.

They have so far paid me $21.20. So they still owe me $1173.75.

Business

Response:

We have confirmed with the customer that the matter adheres to Cigna's policies. We have provided next steps for the customer if she is still dissatisfied.

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 even though CIGNA has informed me that their processing of my claim adheres to their policy, portions of my claim were processed, not according to my plan book, but according to a CIGNA decision to change how they process certain out-of-network claims with no notice to me. Additionally I spoke to a customer service representative prior to filing the claim in question and no mention was made of this changed policy. From my point of view this is still a valid claim that CIGNA is bending over backwards not to pay, even though it is totally legitimate.

Regards,

Business

Response:

The customer's claims have been processed correctly according to Cigna's protocol. Written correspondence has been issued to the customer. This correspondence outlines the appeal process.

No additional review will be performed without a formal appeal from the customer.

Review: Cigna had a "system error" around August 18th. At that time my policy was scheduled to be closed. When their system closed the policy it automatically re-issued a new policy and automatically, without authorization, charged the credit used to pay for the previous policy. This illegal charge caused my bank account to immediately over draft. I immediately called my bank and asked them to cancel the transaction but was told that was not possible. They said I only needed to call Cigna and have them fax a document over releasing the funds. I then called Cigna and over the course of the next FOUR HOURS I was told repeatedly "Sir we will not be sending you anything" when asked if they could send the document to TD Bank. The rep explained the "system issue" and said they would "take care of it and any over draft fees". I was told at that time that it was escalated to the accounting team and would be handled immediately. While on the phone waiting for resolution someone from Cigna reached out to me by secure email asking me to hang up that call because someone would be calling me "ASAP". I mistakenly believed them and hung up the call. The call that was supposed to be "ASAP" never happened. At that end of the day Cigna has still not corrected the error or taken any such action to do so. The next day I had to call Cigna again and ask what the status was and why they had not fixed it yet. I was AGAIN told it was being "worked on" and that they were aware of the issue. At this point my account is incurring $70 a day in over draft fees. On the first call (day one) I was told it would be processed as a refund and take "3-5 days" to process. Last night I called and spoke to some liar named Angela, she swore up and down it was being taken care of and that it would be done by "9AM tomorrow" (today) and that she would be calling at 9am. Of course Amanda did not call at 9 am. I called into Cigna and was only hold waiting for a manager fro 123 minutes before getting some lady who told me that in actuality the refund and the "expedited request" was not actually put in until today (4 DAYS after this started) and that it would be ANOTHER 7-10 days before the refund is done. I was then put on hold again after demanding another level of management and put through to this Amanda lady who has a problem with time keeping. Amanda, just like the rest, refused to take immediate action and only said that the previous reps statements about it taking an additional 7-10 days was incorrect. Cigna had a system issue and acknowledged that issue publicly but then blatantly refused to take responsibility for their actions. They have caused an incredible stress on my health and my family. Not to mention the fact that they cancelled my policy with provocation, reason or notice. They have left me without coverage and with an overdrawn account incurring more and more debt every single day. The way I have been treated is egregious and appalling. Cigna has failed on every level to provide even the most remedial level of customer service. I never should have had to even call them regarding this error. The refund should have been immediate and made by ACH to prevent over draft fees and an inconvenience on my part. I will be filing this complaint with every regulatory body available. This is beyond belief. To make matters worse they hide their "accounting" department behind walls of non-communication to prevent the customer from being able to address things with them directly. This is done in an effort to discourage complaints and resolution.Desired Settlement: I need immediate executive level action. I need to reimbursement of the $301.04 that was taken from my account along with 10 days of over draft fees in the amount of $700. Additionally I need to be compensated for my time, I have currently spent over 8 hours on the phone with Cigna, this amounts to an additional $640. So I require a total of $1641.04 to be paid by credit to my credit card immediately. There will be an additional $100 charge per day starting August 22nd. This is non-negotiable and must be adhered to strictly.

Business

Response:

A written response has been sent to the customer today in regard to Revdex.com complaint # [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:

Cigna has made no effort to address or remedy the issues they have caused directly and by their own admission. They sent me a check only for the amount they stole but did nothing to address the hundreds of dollars in overdraft fees or lost hours. I am out over $1300 because of a mistake they admit making and that they did nothing to prevent.

Regards,

Business

Response:

We sent a letter to the customer yesterday in regard to his concerns. The letter covers next steps for the customer surrounding his concerns.