Complaints

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

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• 

  Cigna

  1601 Chestnut St Philadelphia, PA 19103-0003

• 

  Cigna

  53 Glenmaura National Blvd Moosic, PA 18507-2160

• 

  Cigna

  PO Box 22325 Pittsburgh, PA 15222-0325

• 

  Cigna

  PO Box 22308 Pittsburgh, PA 15222-0308

• 

  Cigna Corporation

  1450 Diamond Ky Stone Mountain, GA 30088-3478

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:02/08/2023

  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.

  I had a health insurance policy with Cigna effective January 1, 2021 to December 31, 2021 that covered myself and my dependent son. During that policy period, the out of pocket maximum for my son's coverage was satisfied. After satisfaction of the out of pocket maximum, I received a bill from ******************* in *********, **. I contacted Cigna and told them that the bill must be paid by the insurer as the out of pocket maximum for my son's coverage had been met. Cigna advised that it would pay the bill. Months later I received a collections notice dated May 20, 2022, from the law firm of ***************************************************************** saying that the$200 bill from ******************* was outstanding and must be paid. I called the law firm on May 31, 2022 (call reference number ****) and was told that the firm would contact Cigna for payment. I also called Cigna again on June 20, 2022, and was told that the bill would be paid as my son's out of pocket maximum had been met. I didn't hear anything from the firm, Cigna, or ******************* until February 2, 2023 when I received a letter from Certified ******************* stating that Cigna had not paid the $200 bill as required under the terms of my policy and that the amount is outstanding. Cigna has failed to satisfy the terms of its policy. I have wasted hours of my time trying to get this resolved and sustained harm to my credit score. Cigna needs to pay the outstanding $200 bill and contact credit reporting agencies to resolve any damage done to my credit score.

  Business Response

  Date: 03/01/2023

  Thank you for forwarding this complaint to Cigna. Cigna has reviewed this complaint regarding a bill the member was receiving for $200.  It was verified the member owed zero dollars for this claim, the ****** was faxed a copy of the explanation of benefits on 2/17/2023 showing no cost to the member.  On 2/20/2023 the billing office confirmed removing the $200 balance from the members account.
  
  A *************** was completed with the member providing this outcome 2/20/2023.
  
   
  
  *******************************
  
  Senior Leadership Escalations

  Customer Answer

  Date: 03/01/2023

  [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,
  
  ***********************************
  
  

• Initial Complaint

  Date:02/07/2023

  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.

  My Cigna annual out of pocket deductible was satisfied beginning with a claim dated 5/04/22 from my provider, who was paid in full by Cigna. The next claim from the same provider dated 6/15/22 was paid in full by Cigna. For the next claim from the same provider dated 8/10/22 I was charged a $240.00 copay. The next claims, from the same provider, dated 9/28/22 and 11/21/22, were both paid in full by Cigna. My complaint is that I was charged a copay for services on the 5/04/22 claim that Cigna should have (and had been) paying for. I have made at least 5 phone calls to Cigna, as well as sending a claim appeal form with supporting documentation to them via **** per Cigna's request. The **************** Representatives that I have spoken with essentially talk in circles, and I am left with no more information than before I called. I have been given multiple reference numbers by the Reps I have spoken with, and when I call back and give the reference number to check on the status of the claim appeal I am told it is "in process", or "being reviewed". I've been attempting in good faith to resolve this issue for the past 5 months, and have gotten nowhere.

  Business Response

  Date: 02/17/2023

   

  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:02/05/2023

  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.

  I bought international health insurance. I was hospitalized while in school/experiencing the COVID pandemic. Cigna not only refused to pay the hospital, nearly costing me my life, but refuses to reimburse me. They also continued to charge my credit card for months following--while I was in a coma, eventually medivaced and cared for in the USA costing my life's savings not to mention thousands of hours of suffering for me and my family.

  Business Response

  Date: 02/16/2023

  Cigna is reviewing this matter and will respond with additional information. 
  
  We take patient confidentiality seriously. Protecting our customers personal health information is critical. So much so, that the Health Insurance Portability and Accountability Act (HIPAA) requires that we protect an individuals private health information (PHI). Because this matter requires that we look into personal information, we need him to give us permission to share our findings with the Better Business Bureau. *************** can grant this permission by signing the attached Authorization for Use and Disclosure form.
  
  Christine A*****
  
  Senior Leadership Escalations Team 

  Customer Answer

  Date: 02/24/2023

  I am not sure what is being asked of me. I have submitted my documents in support of my complaint. I do not wish to have my medical records publicly posted but they can be used in reference to my complaint. They have already been submitted directly to CIGNA through ever venue available for direct resolution. I've asked for my medical expenses to be covered, as was expected when I purchased health insurance. Further, I would request a refund of my premiums paid (including charged to my card while I was in a coma hospitalized in ICU, nearly taken off life support because of Cigna) and interest, anxiety, pain and suffering for the nearly year of stress I've experienced while my life savings was being held.
  

• Initial Complaint

  Date:02/04/2023

  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.

  I filed a claim with Cigna 9/2022 and again on 11/2022 for reimbursement/coverage for my sons therapy appointments. I have called no less than 20 times, spent hours on the phone and continue to get the same answer. In November the claims department stated its in review and should pay out within ********************************************** negotiations with the provider and the time is almost up. I called every 7 days because I e been strung along. Today I call and the representative stated it was in another department, she was going to call them to see if anything could be done today, but she wasnt sure they were open. She didnt call them, she just transferred me to another person, who asked for all my information again, only to tell me that department it closed. Cigna did the same thing to me 2 years ago, at the 1 year **** they said oh sorry we cant cover it because its past 1 year. Even though I had been calling throughout the year. I need this resolved. Apparently this is the only way this company is willing to assist their customers.

  Business Response

  Date: 02/17/2023

  Cigna is reviewing this matter and will be working directly with the complainant to resolve the inquiry.  

• Initial Complaint

  Date:02/03/2023

  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 have now called Cigna customer service 12 times because they have processed a claim Out of Network and all 12 **************** reps said they would fix this claim, change it to In Network, and I would not have to pay it. The service is from 08/25/22 for $220. The only thing I should owe is a $20 copay. We have gone to the same doctors for years and they are In Network. I have even gotten supervisors involved and they have promised follow-*** and call backs and I HAVE GOTTEN NOTHING. I have received 4 bills now from the doctor's ********* latest bill now shows another claim dated 11/09/22 that Cigna has not paid it either. I don't know what to do and obviously transferring me to a supervisor is doing nothing. .I have provide the bill along with other claims that have been processed In Network

  Business Response

  Date: 02/23/2023

  Thank you for forwarding this complaint to Cigna. Cigna has reviewed this complaint regarding claims for dates of service 8/25/2022 and 11/9/2022. These claims were both processed as in network on 2/8/2023. A resolution call was completed with the member 2/16/2023 where she verified this concern is resolved and had no other questions.  
  
   
  
  *******************************
  
  Senior Leadership Escalations

• Initial Complaint

  Date:02/03/2023

  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.

  On December 27th 2022 information was submitted from my dentist to Cigna Dental Insurance company, after 2 weeks I have waited and called numerous times to get back any information regarding my tooth extraction. In this time the insurance keeps telling me everything is pending, it will take 10 business days maximum to be approved or denied. I ask several times in the weeks and weeks of waiting and calling what is holding up the approval as my tooth began to get worse and worse, the pain is extreme and now I can not eat anything solid. They send paper work stating they need medical necessity from the dental office to why I need anesthesia for my tooth removal. After calling again every single day, no one from the insurance reached out to me or to the dental office to seek the medical information needed to resolve the hold up for my procedure. Now it is February 3, 2023 and I am still calling the insurance to seek information regarding getting my tooth removal. I have called several times all of which no one has given me an answer as to if they have reached out to the dental office to seek the information needed to approve my procedure. No one from the insurance had reached out to me to seek the information needed for this procedure, which is worsening by the day. I have called again today and still no one can help me, I have explained every time I called, as a Cigna customer who pays this ********************** for ********************** coverage of dental work, why do I have to suffer because Cigna does not do their job? Why as a customer of **************** can no one help me with my service or claims? I have called and left a complaint as well, because no one has an answers as to why they have not followed through with my pending procedure. This has been a nightmare and unfortunately one that I still have to pay for out of pocket, because, so not only have I been waiting for the insurance to decide if my procedure is medically necessary I will also have to pay out of pocket for everything!

  Business Response

  Date: 02/16/2023

  February 16, 2023
  
  ***
  **** **********************************************************************
  
  *** ********* *****************
  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

• Initial Complaint

  Date:02/03/2023

  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.

  My child is afflicted with Autism, he is non verbal and requires *************** and training from his Behavioral Analyst. Based on established protocols relating Medical Necessity, Therapy is covered by Cigna. Last June (2022) we learned that Cigna had been denying medical claims due to an internal error on Cigna's part. Thousands of dollars in claims have been denied since May through December 2022. Apparently, all claims for Autistic Children covered by Cigna in the ************* have been affected by Cigna's failure to update rate tables. My son is at risk of losing his Therapist because Cigna has not paid claims in over six months. **************** is at risk of losing their practice because Cigna has not paid over $200,000.00. for multiple patients for services provided between May and December of 2022.Calls to Cigna are an exercise in futility, all they can tell me is that "claims are processing." Why does it take over six months to correct a technical issue that was caused by Cigna?

  Business Response

  Date: 02/21/2023

  Dear *** 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:02/03/2023

  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 CALLED FOR ASSISTANCE WITH A BILLING ISSUE. INITIALLY I WAS OUT INTO CONTACT WITH A FOREIGN AGENCY, THE LANGUAGE BARRIER WAS ASTRONOMICAL. I WAS HUNG UP ON 3 TIMES. I THEN CALLED A DIFFERENT NUMBER MADE AVAILABLE AND SPOKE TO 4 DIFFERENT AGENTS ALL OF WHICH DECIDED TO HANG UP VS HELPING ME WITH MY ISSUE.

  Business Response

  Date: 02/13/2023

  February 13, 2023
  
  
  
  BBB
  **** *********************************************************************************** ********* *******************************
  ********* **********
  
  
  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:01/31/2023

  Type:Order 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.

  In December 2022, I enrolled my mother in a new dental plan with another provider through *** ********. I followed their instructions to cancel the previous plan with Cigna once the new plan was approved. For the first two weeks of January 2023, I attempted to call several times, waiting on hold for lengthy periods before giving up. On 1/19/23 at 2:24pm, I spoke to **** who claimed that I was not listed as an authorized agent even though the paperwork including *** had been submitted at the beginning of 2022 and was confirmed via mail in March of 2022. I asked her to note that we were terminating the policy nonetheless. On 1/25/23, I mailed a letter addressed to Cigna's ******************************** informing them of my previous attempts and declaring the termination of the policy effective January 1, 2023. I included the *** document. I have since received a letter from Cigna informing ******* $50.00 increase in her monthly premium to be deducted from the credit card on file and to continue until further notice.

  Business Response

  Date: 02/09/2023

  February 9, 2023
  
  
  
  BBB
  **** **********************************************************************************: 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: 02/13/2023

  [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 neither accepting or rejecting this response. I received a second phone from a different person at Cigna today informing me that my mother's policy has been terminated effective December 31, 2022 and we will be receiving a refund for monies collected in January and February. I asked if  I would receive this in writing through the BBB and she agreed. Once I receive this in writing, I will accept the response.
  
  Regards,
  
  ***************************
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:01/31/2023

  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.

  My Cigna ID# ********* and I have contact Cigna on 1/18/2023, 1/26/2023 and 1/31/2023 about my pre-approval on a prescription drug ********* 25 mg, RX# *******-****. My primary physician, **********************, MD has sent in request for pre-approval several times but Cigna said they do not have record of my doctor sending in pre-approval form. I believe Cigna is trying to avoid approving prescription.

  Business Response

  Date: 02/23/2023

  February 20, 2023
  
  Dear Sir/Madam:
  

  Express Scripts 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,
  
  Casie H***********
  Senior Manager, Executive Correspondence