Business Profile

Insurance Companies

Cigna

Headquarters

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Important information

Customer Complaint:
Please be advised that due to the high volume of complaints received for this business, BBB publishes 1 out of every 10 complaints handled through our conciliation process.

Complaints

This profile includes complaints for Cigna's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

1,064 total complaints in the last 3 years.
280 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:03/01/2024
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
This is our second year having Cigna insurance. I had paid a $35 copay last year for my son's speech therapy. This year, the copay should be $25. I have been charged $228 per visit because Cigna is denying the claim, saying my deductible applies. After four follow ups, the agent I spoke with finally admitted this information is not anywhere in the plan documents. The only information In the plan says the co-pay amount and that the deductible does not apply. Cigna says that internally they have a document that says that it does apply but that I do not have access. I have paid $1000 out of pocket. I even went back to the speech therapist because 3 Cigna employees told me it was supposed to be a $25 co pay.
Business Response
Date: 03/15/2024
Cigna is reviewing this matter and will be working directly with the complainant to resolve the inquiry.
Initial Complaint
Date:02/26/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Please note, this is NOT a request for a resolution to a claim being filed for an Out of Network service, but this IS a request for a resolution due to me being misled by the business as they provided incorrect information which I acted upon based on their guidance and direction. I needed a root canal treatment in March of 2023. On March 27, 2023 at 10:09AM EST, I called Cigna Member Services (###-###-####) and spoke with a representative because I wanted to find out if an endodontist I saw listed on Cigna’s website and app would be in network for the root canal procedure. The reason I called is because the endodontist, Dr. ******* ** *******, DDS, is listed on the Cigna website and app as being in-network but the address did not match (which I presumed to be because the office I was seeking treatment at was brand new). On the call on 3/27/23, the Cigna representative called the dental office to confirm Dr. ******* ** ******* was in fact in network for the procedure at that location. On March 28, 2023 I had the root canal at that office by Dr. ******* ** ******* and was asked to pay my total patient responsibility (copay) of $615.00 USD. During a follow-up appointment on 4/13/23, the billing representative said I owed an additional $194.80 because Cigna initially told the dental office the procedure was covered in network but then later said it was not covered in network after the final bill was paid. The billing representative said she confirmed with Cigna during my initial visit on 3/28/23 that the procedure would be covered as an in-network procedure. Cigna denied my appeal as being out of network. The purpose of this complaint is to have Cigna reimburse me the $194.80 (difference between the procedure/doctor being in network vs out of network). I reason for this BBB complaint is because I went forward with the procedure based on Cigna’s direction. If they told me it was out of network, I would not have had the procedure at the particular office.
Business Response
Date: 03/04/2024
March 4, 2024

Better Business Bureau
1411 K ST NW, 10th Floor
Washington, DC 20005-3404

Customer: *******************************
Tracking ID: **********

Dear Sir or Madam:
Cigna is reviewing this matter and will be working directly with the complainant to resolve the inquiry. We will notify your office of the outcome upon completion.

Sincerely,

*************************************
Senior Manager, Executive Correspondence
Customer Answer
Date: 03/12/2024
Thanks for the follow up. Since the company is researching the complaint and is going to reach out to me, I didnt want to select the option to indicate I am satisfied with the business response just yet as that would close out the case. Just noting that I am waiting on their response.
Initial Complaint
Date:02/20/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased medical insurance thru the Colorado health exchange from Cigna in November 2023 for the calendar year 2024. On 11/28/23 I paid Cigna $1,766.24 for the first months premium, however in February 2024 Cigna terminated my coverage with no explanation and no refund. I would like them to honor the medical and dental insurance plans I purchased for 2024.
Business Response
Date: 02/26/2024
Cigna is reviewing this matter and will be working directly with the complainant to resolve the inquiry. We will notify your office, of the outcome, upon completion.

***************************
Senior Leadership Escalations
Business Response
Date: 02/26/2024
Cigna is reviewing this matter and will be working directly with the complainant to resolve the inquiry. We will notify your office, of the outcome, upon completion.

***************************
Senior Leadership Escalations
Initial Complaint
Date:02/16/2024
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have two dental claims that have been approved for reimbursement.through the Appeals Department at Cigna Dental. My case number is *** *** **. I have been dealing with a special supervisor in the Appeals Settlement Department named ****. I have been waiting for reimbursement and dealing with these two claims since last year. I keep getting told that I need to wait a bit longer for them to issue a check. I have waited for 9 months to get reimbursed for the first visit and and 5 months to get reimbursed for the second visit. Service dates: May 3, 2023, amount $53.00, I paid dental office.This amount is to be reimbursed to me by Cigna. September 8, 2023 amount $53.00 pd to dental office and to be reimbursed to me by Cigna. I would like your help in getting this resolved. I have communicated with Cigna by sending emails, faxes and talked to customer service in person on many occasions. As of February 14, 2024 still no one can tell me why I have not been reimbursed. I have been told that my claims have been approved, but that is all that has happened to date, no payment has been made. This is the contact information that I have for the Appeals Department of Cigna Dental: My case number is **********.My contact is ****, Special Supervisor in Appeals Settlement Department/Resolution Team Cigna Dental phone number is ************** email: [email protected] Attention ****
Business Response
Date: 02/26/2024
February 16, 2024

BBB
1411 K St. NW, 10th Floor
Washington, DC 20005-3404
Re: Customer: *************************
Tracking: **********

Dear Sir or Madam:

Cigna is reviewing this matter and will be working directly with the complainant to resolve the inquiry. We will notify your office, of the outcome, upon completion.

Sincerely,

**********************************
Senior Manager, Executive Correspondence
Customer Answer
Date: 03/03/2024
My complaint has been settled to my satisfaction. Thank you for very thing you did to help me out.
Initial Complaint
Date:02/07/2024
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Cigna opened an investigation on my behalf after I received a surprise bill from my dentist. The told me to email all my information, which I did, but I never heard back. I did not get a resolution letter or was ever interviewed or contacted about the issue. I contacted Cigna after month and was told that they closed the investigation. They did not resolve my issue or explain what happened with my issue.
Business Response
Date: 02/28/2024
February 28, 2024

Better Business Bureau
1411 K ST NW, 10th Floor
Washington, DC 20005-3404

Customer: ***********************
Tracking ID: **********

Dear Sir or Madam:
Cigna is reviewing this matter and will be working directly with the complainant to resolve the inquiry. We will notify your office of the outcome upon completion.

Sincerely,

**********************************
Senior Manager, Executive Correspondence
Customer Answer
Date: 03/06/2024
[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.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and look forward to the update.

Regards,

***********************
Initial Complaint
Date:01/26/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I cancelled my 2024 policy on December 16, 2023. I was told it could take up to 21 business days to be cancelled. I was still charged a monthly premium January 12, 2024 for the month of January. I called Cigna today and they told me my policy is still being showed as active. I had to stay on the phone for 45 minutes and jump through hoops to prove that should not be the case. Now they told me that I will have to wait until the end of February to get my money back. I have never heard of a refund taking so long. Unacceptable and borderline criminal.
Business Response
Date: 02/20/2024
February 20, 2024

Better Business Bureau
1411 K ST NW, 10th Floor
Washington, DC 20005-3404

Customer: ***************************
Tracking ID: **********

Dear Sir or Madam:
Cigna is reviewing this matter and will be working directly with the complainant to resolve the inquiry. We will notify your office of the outcome upon completion.

Sincerely,

**********************************
Senior Manager, Executive Correspondence
Initial Complaint
Date:01/11/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On Oct. 27, 2023 I contacted Cigna to cancel my Cigna plan as of Dec 31, 2023 because my new insurance covers dental. I was given a confirmation number of ******* and told that it would be taken care of. I was billed for $86.95 on Jan 5, 2024for January 2024 coverage. When I called Cigna I was told that they had my call from 10-27 on file but that I was supposed to call back during the month of December to cancel. I was not told that and when given the confirmation number assumed that I did not need to to anything else. I would like the January payment of $86.95 refunded.
Business Response
Date: 01/23/2024
Cigna is reviewing this matter and will be working directly with the complainant to resolve this inquiry.
We will notify your office of the outcome, upon completion.

Sincerely,
*********************
Senior Leadership Escalations

Customer Answer
Date: 02/02/2024
[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.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. They have cancelled my subscription and refunded the January payment.

Regards,

*****************************
Initial Complaint
Date:01/07/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I made deposit of $208.34 on January 2022 for Dependent Care Spending Account. Shortly during the same year, I wanted to stop deposit because of some family uncertainties so I asked Cigna to stop future deposit. I was told by their representative that I would get a check mailed to my address for this already deposited amount if I file a claim. They did not mention any particular time restriction so I assumed that the normal timeline applies. Starting September 2022, I did end up paying day care tuition and I filed this claim in Jan 2023 for reimbursement. However, they denied the claim silently and I only noticed that recently when revisiting financial records. After contacted Cigna, they sent me a denial letter which I never received before. It indicated that my claim could not be processed because there was not an active account. It does not make any sense to me - if they needed an active account in order to process a claim, why did the original representative not inform me when I inquired about stopping future payments? If that was really the policy, I would have reconsidered how to handle the DCFSA funds. Now as an outcome, what I deposited in 2022 did not apply to what I paid for day care in 2022. This is not acceptable.
Business Response
Date: 01/24/2024
January 24, 2024

Better Business Bureau
1411 K ST NW, 10th Floor
Washington, DC 20005-3404

Customer: *******************
Tracking ID: **********

Dear Sir or Madam:
Cigna is reviewing this matter and will be working directly with the complainant to resolve the inquiry. We will notify your office of the outcome upon completion.

Sincerely,

**********************************
Senior Manager, Executive Correspondence
Initial Complaint
Date:12/22/2023
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Cigna Take Control Rewards Wellness Incentives Program offered 350 points for A1C screenings. I completed my A1C screening at ***** *********** and the lab test results were reviewed as part of my Annual Wellness Checkup done by MDLIVE on June 2, 2023 and the claim summary was submitted and paid on June 10, 2023. I received credit for the Annual Wellness Checkup which was 1000 points but I have not received the 350 points for the A1C screening. I have contacted Cigna on several occasions since August 2023 and by several occasions I mean at least 15 times. Each time I have been getting the runaround from the customer service advocates. Reasons given for no credit for the screening is that it has not been confirmed that I have had it done. I submitted my medical records for verification as well as submitting a claim online and uploading documents such as the Lab Test Summary. On November 18, 2023 a Cigna Support Advocate spoke with a representative at ****** to get the specific information needed to verify the A1C screening was done. The Cigna Support Advocate named ***** assured me that she was sending the verification of the screening to the team responsible for crediting the points and that it should be credited to my account by December 8, 2023. On December 19, 2023 I contacted Cigna again because I have not received credit and ****** gave me a reference number **** and said that she was going to resubmit the verification and the points would be received within 48 hours. I contacted Cigna today December 22, 2023 and spoke with **** and he told me that I have to submit another claim online and that it will be another 30 days before an update will be available for me. The Wellness points expire at the end of this month. Cigna has delayed crediting the points for A1C screening for over 6 months and I would like to get credit for the activity completed in June 2023 that has been verified several times within the past 5 months. I should not be expected to wait again
Business Response
Date: 01/11/2024
January 11, 2024

Better Business Bureau
1411 K ST NW, 10th Floor
Washington, DC 20005-3404
Customer: ***********************************
Tracking ID: **********

Dear Sir or Madam:
Cigna is reviewing this matter and will be working directly with the complainant to resolve the inquiry. We will notify your office of the outcome upon completion.

Sincerely,

**********************************
Senior Manager, Executive Correspondence
Customer Answer
Date: 01/22/2024
I no longer have access to the "Take Control Rewards" on MyCigna.com website. I have changed my insurance provider because Cigna raised my monthly premium from $0 to $414. I can't afford that amount. I would still like to receive the incentive for the A1C screening because I completed the screening while insured by Cigna last year, and they failed the give me the points promised.
Customer Answer
Date: 01/26/2024
[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 as Answered]

Complaint: ********

I am rejecting this response because:
I no longer have access to the Take Control Rewards account. I don't have a policy with Cigna as of January 1, 2024 and I tried to log into my Cigna account but didn't receive access. I have not received any communication from Cigna regarding this matter. I would like to keep this complaint open until the matter is resolved by Cigna.

Regards,

***********************************
Business Response
Date: 02/12/2024
February 12, 2024

Better Business Bureau
1411 K ST NW, 10th Floor
Washington, DC 20005-3404

Complainant: ***********************************
Complaint ID: ********

Dear **************:

Thank you for your patience. We have finished our review of ***************************** Better Business Bureau (BBB) complaint, dated January 11,2024, regarding her Take Control Reward Wellness incentive points. ****************** asserts that she did not receive the 350 points after she participated in the A1C screening.

On behalf of Cigna, I sincerely apologize for the inconvenience and frustration you have experienced. I would like to share with you the steps I took to investigate this matter.

- MD Live can assist with wellness screenings and other ongoing medical conditions with virtual appointments. They serve as the physicians office for the wellness visit.
- The document that ****************** provided as proof of her A1C wellness visit was in fact, the results that ***** *********** sent MD Live.
- For a service to qualify for the Take Control Reward Wellness incentive points, Cigna requires a claim from the laboratory that rendered the service.
- We can confirm that Cigna did not receive a claim from ***** ***********, and without the claim on file Cigna cannot award the wellness incentive points.

Cignas Individual and Family Plans (IFP) Care Advocates reached out to ***** *********** to request the claim. ***** representatives were unable to find **. ******** lab invoice from May 2023. They completed additional searches by name and date of birth and were still unable to find anything for ******************. ***** located **. ******** patient profile and advised there were no active invoices or balances.

Unfortunately, Cigna will not be able to honor **. ******** request to award her the incentive points because of the above issue, and the fact that her policy terminated on December 31, 2023.

On behalf of Cigna, we sincerely apologize for the inconvenience and frustration ****************** experienced. We are sorry her concerns were not managed with more professionalism, sensitivity, and clarity. Her complaint has now been reviewed by the appropriate departments and aspects have been used for coaching as part of our improvement process.

This letter represents the final determination of this issue. Thank you for bringing your concerns to the Office of Senior Leadership Escalations.

Sincerely,

Cigna's Senior Leadership Escalations Office
Customer Answer
Date: 02/23/2024
[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 as Answered]

Complaint: ********

I am rejecting this response because:
Although the response from the business gives a clear explanation of why the rewards points were not issued at this time, it does not explain why I was not given a clear explanation of what was required to resolve the problem preventing the points being credited at my first inquiry to the customer service advocates.
I feel that the businesses response adds validity to my complaint that the company delayed the resolution of the matter until the deadline to award the points passed. Which is unfair and deceptive. I accept that nothing can be done to resolve my issue but I would like it to be noted that there was ample time for the issue to be resolved and the points awarded had my claim been properly handled by the business.

Regards,

***********************************
Initial Complaint
Date:12/19/2023
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On Nov 12, I received an email from your company that my order for Ipratropium was being processed. My credit card was charged and I received another email that I would receive my prescription last week. For the past week I have phoned customer service 8 times and spoken to representatives. I was hung-up on 4 times. The other times I was met with rude, argumentative, and non-responsive representatives. The last time was this morning at 10 AM with *******. They all want me to answer their questions but none want to answer mine. I was told that the order is possibly lost and that they could not get any information from the shipper since last Tuesday. I have been out of my prescription since last week. I am to;d that they want to charge me again to reship the prescription. I am 76 years old and can not afford that. I ask that my charge be refunded and that the order be cancelled. I was told that I had to wait 30 days for a refund and that in the mean time I had to pay again. That is not acceptable. Imagine if Cigna did not receive its premium and I told Cigna to wait for 30 days. That would not be acceptable. Well, waiting 30 days is not acceptable to me. I will give you 5 days to refund my money, cancel my order, and cancel my plan. I do not expect to be billed or charged any premium for December. I am through with your company. Cancel as of today. Refund my money. It will cost me twice as much now to get my prescription which I need and have been without since last week. This is very unfair, unjust, and not very good practice. I will be away from Memphis for the next 30 days. I advised your personnel of this but they did not care. If Cigna sends it now, I will not be here to receive it and it will get lost. Again, give me a refund, cancel my plan and do so ASAP, NOW! Very unfair.
Business Response
Date: 01/24/2024
January 24, 2024

Better Business Bureau Serving Metro Washington DC & Eastern Pennsylvania
1411 K St. NW, 10th Floor
Washington, DC 20005-3404
Attn: Dispute Resolution Department

Tracking ID #********

*********************

Dear Sir/Madam:

This is to advise you that **. ****** concern related to their refund request has been addressed. The customer was notified and advised of the outcome on 1/09/2024.

Sincerely,

*******************************
Senior Manager, Executive Correspondence
Customer Answer
Date: 01/26/2024
[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.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

*********************

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Cigna is NOT a BBB Accredited Business.