CIGNA

Hello,Thank you for this information.I will be in review of the issue and will contact the customer directly.Thank you,Nicole P [redacted]

December 11, 2015Dear Sir or Madam:We are writing in response to your correspondence dated December 2, referencing [redacted] 's claim for Long Term Disability (LTD) benefits [redacted] was covered under his employer full-insured LTD group benefit policy [redacted] This policy was underwritten by [redacted] (***) and sitused in the state of Pennsylvania[redacted] continues to raise concerns regarding his most recent LTD claimPlease allow us this opportunity to address his concerns and provide a current update of his claim.We understand that [redacted] continues to debate what documentation was sent to him and what information he did not receiveUnfortunately, we can only report what information is reflected in our recordsOur previous response to your department dated November 30, 2015, explains in detail this documentationTo ensure [redacted] s concerns are thoroughly addressed, and per his request, we have referred his claim to our appeals department for reconsideration of benefitsAs with all claims, we remain fully committed to conducting full and fair reviews, and will consider any and all information [redacted] wishes to submit.We acknowledge that [redacted] mentioned that he has not received a recent phone call from his previous Claim Manager (CM), Matt RPlease note, once his appeal was referred to our Appeals Department, [redacted] was assigned an Appeal Specialist who will perform a completely separate review of his caseAfter discussing his concerns with our Appeals Department, we were advised that his case has been assigned to Appeal Specialist, Kristi S., who will be reaching out to [redacted] and will explain the appeal processShould [redacted] have any specific questions regarding the appeal processhe can contact Kristi directly at [redacted] ext [redacted] for further assistance.Thank you for allowing us this opportunity to respond to your inquiry regarding [redacted] 's LTD claimWe hope the information provided is helpfulShould you have questions or would like to discuss this matter, please do not hesitate to contact me directly at ###-###-####You may also contact CGIs Consumer Advocacy department regarding any group disability, life or accident concerns at:Cigna Consumer Advocacy Attn: Meredith *L [redacted] Phoenix, AZ [redacted] Email: [email protected]: Fax: ###-###-####Sincerely,Rick P.Consumer Advocacy Specialist

June 27,2014Dear ** [redacted] :We are in receipt of your correspondence submitted on behalf of ***We have reviewed his concerns regarding what he considers to be delays in the processing of his foreign travel claim.Our records show that during the review of ***’s claim we found It necessary to request medical records on several different occasionsOnce proper documentation was received and reviewed his claim was processedPlease be advised that benefit checks totaling $10,were mailed to ** [redacted] on June 11,2014, In payment of the claim In question.In closing we regret any Inconvenience this matter may have causedShould you have any questions please feel free to contact me at ###-###-####

[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.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that though no explanation or apology has been given, this resolution is satisfactory to me Regards, [redacted]

Hello,This complaint was received by Cigna's Executive Office Advocacy Team. We will research the issue and follow up with the customer directly.Thank You,Rafael P [redacted]

February 3, Dear ** [redacted] : We are writing in response to your correspondence dated January 30, 2014, regarding ** [redacted] ’s claim for Short Term Disability (STD) benefitsShe was covered under her employer provided, self - funded STD plan *** [redacted] , which was administered by [redacted] (***) In her letter, ** [redacted] expressed concern regarding ***’s adverse determination for ongoing STD benefits and lack of communication during the handling of her claimWe appreciate the opportunity to explain ***’s decision and address her concerns On November 11, 2013, we received ** [redacted] ’s claim for STD benefitsBased on our initial review of her medical records, her claim was initially approved for the period of November 11, through December 4, For ongoing benefits to continue, we needed to assess how ** [redacted] ’s ongoing medical condition impacted her ability to function, and whether it continued to prevent her ability to return to workFor this purpose, we followed up with her treating physician to monitor her progress On December 11, 2013, we received ** [redacted] ’s medical recordsThe information received consisted of an office visit note dated December 4, This information was reviewed by a [redacted] Nurse Case Manager The review noted that the medical information did not provide sufficient details to measure the severity of ** [redacted] ’s ongoing condition or how it was impacting her ability to function and perform her work duties beyond December 4, Specifically, there were no clinical or observed findings documented, other than her reports of back and knee pain, demonstrating a severe functional impairmentBased on this information, and the review of her file as whole, we determined that the information provided did not substantiate an ongoing Disability beyond December 4, 2013, and her claim was closed Regarding the lack of communication, we would like to clarify our contact timelineOn November 13, 2013, we reached out to ** [redacted] to conduct the initial STD interviewHowever, we were unable to reach herAccording to an automated message, her voice mail was not set up and we were unable to leave a messageOn this same date we mailed out a letter acknowledging the receipt of her claimOn November 18, 2013, we reached out to ** [redacted] againDuring the conversation she confirmed her treating physicians and we informed her that we would be requesting medical information on her behalfOn December 5, 2013, we received a voicemail from ** [redacted] indicating she would be off work until her next doctor’s appointment On this same day we returned ** [redacted] ’s phone call and left her a message requesting a call back to discuss her claimOn December 10, 2013, we contacted ** [redacted] and notified her of the claim approvalWe also informed her that to be eligible for ongoing benefits additional medical information would be requested on her behalfOn January 03, 2013, we reached out to inform her of our adverse determination for ongoing benefitsHowever, we were unable to reach herOn January 9, 2013, we successfully contacted ** [redacted] and informed her of our decisionIn addition, we offered assistance with the appeal process Subsequent to our decision, on January 23, 2014, we received ** [redacted] ’s request for an administrative appeal reviewAs part of the appeal process, we referred her file to the Disability Appeal Team and assigned it to Appeal Specialist (AS), [redacted] *., for reconsiderationUpon the completion of the appeal review, and once a decision has been rendered, we will notify ** [redacted] directly of the outcomeWe appreciate ** [redacted] ’s continued understanding and cooperation as we consider her eligibility for, and entitlement to, ongoing benefits under her STD planShould she have any questions or concerns regarding the appeal process, she may contact her AS, [redacted] *., at [redacted] We appreciate the opportunity to be of service and hope that the information provided is helpful to you Should you have any further questions or concerns, please do not hesitate to contact our office Sincerely,

I have been in contact with [redacted] in regard to Revdex.com complaint # [redacted] Cigna considers this as resolved

I will have this addressed and outreach to the customer regarding the payments Thank you, Kelly M [redacted]

Cigna is reviewing this matter and will respond with additional information We take patient confidentiality seriouslyProtecting our customers’ personal health information is criticalSo much so, that the Health Insurance Portability and Accountability Act (HIPAA) requires that we protect an individual’s private health information (PHI)Because this matter requires that we look into personal information, we need her to give us permission to share our findings with the Revdex.comAmy Burke can grant this permission by signing the attached Authorization for Use and Disclosure formCharlene V [redacted] Executive Office Advocacy Team

We are writing in response to your April 11, inquiry regarding Mr [redacted] 's Short Term Disability (STD) claimMr [redacted] is covered under his employer’s STD Policy VDT [redacted] , which was underwritten by Life Insurance Company of North America (LINA) and issued in the state of FloridaIn our April 6, 2016, response to your previous inquiry, it was noted that we had received a response from Mr [redacted] 's treatment provider on April 1, That information was in the process of being reviewed when we sent our previous responseAfter review, it was determined that further records were necessary and were requested from Mr [redacted] ’s treatment providerWhile we understand that Mr [redacted] feels that all needed records have been obtained, to ensure a fair and accurate review our claim manager felt it necessary to request additional documentation from his treatment providerAnother response from Mr [redacted] ’s treatment provider has been obtained, and as of April 12, 2016, is under reviewMr [redacted] will be promptly notified of the outcome of our review, once a decision has been reachedIf additional medical information is required from his providers, he will also be notified of this factFinally, Mr [redacted] brought up concerns that his claim manager had gone on vacation and his claim was left idle in her absenceWhile Mr [redacted] 's claim manager was out of the office, other claim managers from ourclaims team continued the review of his claimThe claim manager's time out of the office has had no impact on the length of the reviewShould you have any questions or would like to discuss this matter further, please feel free to contact me directly at ###-###-####.Sincerely, Eric F [redacted] ,Compliance Specialist CGI Consumer Advocacy

Thank you for forwarding this complaint to CignaCigna will review this complaint and will follow up with the customerCharlene V [redacted] Executive Office Advocacy Team

April 28, Dear Sir or Madam: We are writing in response to your correspondence dated April 21, 2015, regarding [redacted] ’s claim for Short Term Disability (STD) benefits [redacted] was covered under her employer provided, self- funded STD plan SHD [redacted] , which was administered by [redacted] (***)[redacted] has brought to our attention her concerns regarding the delay of her STD claim and benefitsWe appreciate the opportunity to address her concerns, and to provide the current status of her claimOur office received [redacted] ’s claim on February 25, 2015, and after completing our initial eligibility and medical reviews, her claim was approved on March 24, Her benefits were released for the period of February 28, through March 21, STD benefits were extended on April 6, through April 7, For benefits to continue beyond April 7, 2015, our office needed to determine [redacted] ’s entitlement to continued benefits under the terms of her STD planUpdated medical information was requested, and was received in our office on April and April 17, [redacted] ’s medical records were reviewed on April 22, 2015, and it was determined that STD benefits were payable through April 27, On April 27, 2015, STD benefits were released for the period of April 8, through April 27, STD benefits will continue as long as the requirements of [redacted] ’s STD plan continue to be satisfiedWe regret any stress caused to [redacted] during the claim review processMoving forward, we will ensure that she is kept informed regarding any possible delaysWe would like to advise that although STD benefits are paid on a weekly basis, prior to those benefits being released, we must validate [redacted] ’s continued disability statusWe appreciate the opportunity to be of service and hope that the information provided has been helpfulShould you have any further questions or concerns, please do not hesitate to contact our officeSincerely, Bianca W [redacted] Consumer Advocacy Specialist

Thank you for this information. This issue has been reviewed and communication sent to the customer directly. Thank you, Nicole P [redacted]

Thank you for this information, It will be reviewed and outreach to the customer will take placeThank you, Kelly M***

I received your correspondence on April 15, regarding complaint ID [redacted] from [redacted] ***I am a member of the Executive Office Advocacy team, which was established by Cigna to respond to any customer who brings their concerns to the attention of the President and/or the Senior Management TeamI was asked to respond to this matterThis complaint was closed as unresolvedI would like this to be reconsideredI responded to the customer's initial request and rejection with written correspondenceI was able to respond directly on the Revdex.com (Revdex.com) website for the initial complaintThe rejected complaint did not have an option to respond on the websiteThe message that was posted is as follows: "There is nothing for you to do on this complaint right now." Under Health Insurance Portability and Accountability Act (HIPAA), Cigna HealthCare may not disclose Protected Health Information (PHI) under these circumstances without an authorization signed by the memberTherefore, if you wish to be advised of the outcome of our investigation, [redacted] must complete the attached written authorizations and return them to me at the address on this letterheadPlease feel free to contact me at ###-###-#### if you have any questionsWe appreciate your assistance in protecting the privacy of our member's Protected Healthcare Information as mandated by lawSincerely, Nicole P [redacted] Executive Office Advocacy Team

Revdex.com Complaint # [redacted] is dated 08-04- Calibri, sans-serif;">We were not aware of it until 08-29- I spoke with the customer today to let him know that we would be closing the Revdex.com as we are working on the same complaint received from another area I went out on the website to close itI can no longer access the complaint I’m sending this email for documentation purposes

Acknowledgement letter with disclosure form sent to customer on April 5, I have attached a copy of the disclosure form also

Hello-Thank you for forwarding this complaint to Cigna. This complaint is being reviewed and Cigna will work directly with the customer. Tanya H***CignaExecutive Office of Complaint

Thank you for this information I have reached out to the customer to go over resolution [redacted] ***

Hello- Thank you for forwarding this customer's complaintCigna will review this customers complaint and provide written response to the customer Thank you Tanya H [redacted] Cigna's Executive Office of Complaints