CIGNA

Cigna is reviewing this matter and will respond with additional information.  We take patient confidentiality seriouslyProtecting our customers’ personal health information is critical. So 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.com. Amy Burke can grant this permission by signing the attached Authorization for Use and Disclosure form. Charlene V[redacted]Executive Office Advocacy Team

A private written response was sent to the
customer as of January 29th, 2016.

Hello-
Thank you for forwarding this customers complaint to Cigna. We will be reviewing this and will follow-up directly with the customer.
Thank You
Tanya H[redacted]
Cigna's Exeuctive Office of Complaints

August 6, 2015
Dear Sir or Madam,
This will acknowledge receipt of your correspondence dated August 5, 2015, regarding the above captioned matter. Please be assured that we will respond to your inquiry as soon as the necessary research is completed, but no later than the due date...

provided in your letter. If our research or response efforts are delayed for any reason, we will notify you in writing.Meanwhile, should you have any questions, please contact me directly at [redacted]Sincerely,
Rick P.
Consumer Advocacy Specialist

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

Thank you for this information.This issue has been resolved and the customer contacted on 12/29/2015.Thank you,Nicole P[redacted]

Cigna reached out to the customer, [redacted].  Customer's dental predetermination was showing on her member portal as pending, then wasn't there while it was processing.  Customer called to Cigna customer service a few days later and then the claim was there again.  CSA explained...

to the customer about the claim at that point. [redacted] indicated that she has now gotten what she needed from Cigna and that this case can be closed.

[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]
 Complaint: [redacted]
I am rejecting this response because:
There is still no clear reason why it took almost a month to even get my claim started. Cigna received several messages from me and I even had my human resources manager e-mail them to find out why it was taking so long for any paperwork to be sent to me. Clearly this companies customer service failed me on more than one occasion. And the only time I got a quick response is when I filed this complaint with the Revdex.com. My disability plan may not cover any additional payments to cover late fees...past due rent...and the stress that Cigna caused me but as a company they should have some type of funds available when they have failed as a company to provide the services they are there for. This company took no responsibility for the way they have handled my case except to say they understand the stress it has caused...but what are they going to do to make sure this doesn't happen to someone else? Or to compensate me for the errors and lack of communication they showed me??
Regards,
[redacted]

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

[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]
 Complaint: [redacted]
I am rejecting this response because: because they will not even talk to me I want to be compensated for which they will not provide me
Regards,
[redacted]

I have been in contact with the customer and all her concerns have been addressed.Pamela D[redacted]

Cigna is reviewing this matter and will respond with additional information.  We take patient confidentiality seriouslyProtecting our customers’ personal health information is critical. So 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.com. [redacted] can grant this permission by signing the attached Authorization for Use and Disclosure form.

Good morning,
I sent a written response to the customer in regard to his concerns earlier today. The response was sent out via email and regular mail. The claim for the customer was processed on 11-29-16 per the instructions on the electronic claim. This issue has been...

resolved.

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

[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 although I haven't verified the completeness/correctness of the audit results I am ok with closing the complaint. The business has tried to contact me a couple of times over the phone as well as sending the results, but I have been unavailable due to travel, so they made their best effort.   
Regards,
[redacted]

[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]
 Complaint: [redacted]
I am rejecting this response because:
Nicole P[redacted] stated she called me, however this did not happen. On Tuesday 11/25/14 we received a new explanation of benefits showing zero patient responsibility. I think this is the fifth version of explanation of benefits that we have received in total. Today, 11/26/14, I called [redacted] to ask if they received the new EoB and they stated they had not. I am not accepting any closure of this ticket until this ticket is 100% closed. I would appreciate better communication from Cigna in regards to my case and would like absolute closure on this issue.
If this case is attempted to be closed because we received a new explanation of benefits stating zero patient responsibility, I would highly recommend holding off on making that judgment call. Cigna has already paid this bill before and repealed it after a set amount of time and dropped communication. Until the hospital is paid and Cigna does not retract payment will I consider this closed. However, they have retracted payment on multiple occasions before so I am not sure how long we have to wait until we can consider this resolved.Here's what I would like:
Cigna calls me to discuss this issue and alert me to the current status.
Cigna communicates with [redacted] that they will not retract payment.
Cigna puts in writing to me that they will not retract the payment after this Revdex.com case is closed.
My contact information is readily available and I hope that Cigna contacts me to settle this completely.
Regards,
[redacted]

Hello,
bold;">Thank you
for this information.
Written
correspondence was sent to the customer on January 29, 2016.
Thank
you,
Rae B[redacted]

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

June 27,2014Dear **. [redacted]:We are in receipt of your correspondence submitted on behalf of **. [redacted]. 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 **. [redacted]’s...

claim we found It necessary to request medical records on several different occasions. Once proper documentation was received and reviewed his claim was processed. Please be advised that benefit checks totaling $10,076.00 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 caused. Should you have any questions please feel free to contact me at ###-###-####.

Revdex.com Complaint # [redacted] is dated 08-04-14.
Calibri, sans-serif;">We were not aware of it until 08-29-14.
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 it. I can no longer access the complaint.
I’m sending this email for documentation purposes.