Business Profile

Insurance Companies

Cigna

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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.
275 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:01/30/2023
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.
The customer service representative I was on the phone with refused to give me her name or the call reference number. I simply wanted to know why Cigna asked for a prior authorization from my doctor last week and now today are telling me that the medication isn't covered. The woman simply ignored me talking to her and I repeatedly said hello hello are you there and she kept ignoring me and then eventually hung up. This occurred on January 30th, 2023 at 4:27 PM Central Time and the number I was on the phone with was ************.
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
Initial Complaint
Date:01/27/2023
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.
In 2022, I received treatment for neck and shoulder pain (Therapy, cortisone shot, three rounds of prednisone and gabapentin). There has been noticeable loss of muscle mass. I was taken out of work Dec. 14th and the Dr requested a MRI. Cigna an insurance I have paid for 6 years has given the run around ever since the request. They have blamed the Dr's saying they needed more info the doctors keep sending and over a month of excruciating pain, anxiety and worry, they still denied the MRI!! From researching this company's practice on social media and internet, they are only in the business of customers paying premiums that are steadily increased and then using a third party company that is set up to DENY any and all procedures outside of preventive care. The first time since having this insurance needing a procedure. This company has shown me and all complaints and reviews are totally true. They LIE!!! When if they respond I don't trust them! I'm afraid of the damage that's continuing to happen to my neck and shoulder and possibly needing surgery. This has been mentally draining and affecting my family. They shouldn't be in business playing with the wellbeing of people. CIGNA SUCKS!
Business Response
Date: 02/02/2023
February 2, 2023

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,

Casie H******************
Senior Manager, Executive Correspondence
Initial Complaint
Date:01/26/2023
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.
Cigna has repeatedly lied about our health care coverage. At the beginning of September 2022 my wife was referred to specialist by her in network doctor for diagnosis of possible endometrioma among other things. She began seeing this specialist because we were told they took cigna and were in network. She went through several appointments which included an MRI. It was revealed in addition to endometrioma she also had a double hernia. They had enough information to schedule for surgery. Much to the relief of my wife, who's pain had grown to unboreable everyday. Then, at the beginning of October after the bills had been submitted to claim, we were informed by cigna that the doctor was not in network. So we contacted the specialist and that cannot be true because they only take cigna. So back to cigna they tell us they will make an appeal for the outstanding bills. So we put the specialist on hold for surgery while this is taken care of. They said it takes up to 30 to 60 days to have an answer. Come the beginning of December my wife calls cigna to find out the appeal was promptly denied. The reason was the cigna agent did not fill it out correctly, so it had to be redone and sent again. So again we wait. In the meantime the outstanding bills needed to be payed. So we did not want to start anything with the specialist we payed it out of pocket hoping when things are sorted out we can get reimbursed. We contacted cigna again in the middle/ late December about the appeal. They said it was denied because the doctor was out of network. We told them they only take cigna and how can that be. It was only now revealed to us by cigna that there contract with the doctor is for a cigna epo plan, not a ppo plan which is what we have. Well, guess what it was just past open enrollment so we couldn't switch to a different plan. I believe they purposely strung us along until the end of the year to not cover it. They then gave us a list of in network "doctors" that had nothing to do with her condition. And even if there was one, we would have to start all over again and my wife would be in pain, unable to work for another year. Of course cigna's response has been oh well, "sucks to be you". We can't change things. On a side note before this we had been repeatedly lied to about copays also. We would call them up before an appointment to check what the copay was, to be told it was zero. Then showing up the day of the appointment to find out it is over $100.00. Anyway, my wife is in too much pain so the only thing we can do is try to pay for surgery ourselves and go into debt.
Business Response
Date: 02/02/2023
February 2, 2023

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: 03/17/2023
I wish to file a compliant on behalf of my wife, ******* **** regarding our healthcare provider Cigna. My wife was diagnosed with stage 3 to 4 *************, an enlarged ****** and a double hernia. My wife is in excruciating pain daily as a result and cannot work. Since her diagnosis in October of last year Cigna has denied coverage of her much needed surgery The specialist, Dr. *** of the ************ Center for reproductive medicine, she had been seeing for months was all of a sudden was "not in network" anymore even though all they take is Cigna. Only later did they tell us they only take a certain type of Cigna coverage we didn't have. This was right after open enrollment had ended and we couldn't switch. We even had the surgery date scheduled, March 21st. I believe they did this on purpose. They gave us a list of doctors supposedly "in network". We went through their list and found most of it being regular OBGYN, garbage or not even related to her condition. One was a plastic surgeon in Miami who's website had bikini girls dancing around like soft core porn. We are on our 3RD APPEAL as my wife's condition gets worse. We requested they expedite the appeal but were told it was not 'medically necessary for expedition". Unbelievably disturbing. They said it could be up to 45 days for results of the appeal. This is our nightmare. So here we sit. My wife doubled over in bed with a heating pad to the point of burning herself waiting on these clowns. We even have consented audio of one of their reps confiding to her that we have been done dirty. Any help you could give us would be greatly appreciated. Thank you for your attention in this matter
Business Response
Date: 04/27/2023
April 24, 2023
Dear Madam:
This is to advise you that *** *****’ concerns regarding his wife’s denied network adequacy authorization, and four denied claims have been resolved. The customer was notified and advised of the outcome.
Sincerely,
***** ************
Senior Manager, Executive Correspondence
Customer Answer
Date: 04/27/2023
[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 rejecting this response because :Cigna Healthcare has done nothing to resolve our issue. They denied our third appeal deeming my wife's condition "not medically necessary". Even though we have a letter from a doctor with 40 years experience with her disease stating it is. We had to take matters into our own hands and were able to get my wife onto a different provider. She will now be able to have her surgery as soon as it is scheduled. But in the process I accidently got knocked off of the Cigna plan. I no do not have health insurance until the next enrollment which is a the end of the year. Cigna is a garbage health provider and mired in bad faith.

Regards,

*** *****
Initial Complaint
Date:01/26/2023
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 signed up for a Cigna Health plan which has a $0 premium due each month. I don't owe ANY monthly premiums for this plan!!!! On 1/11/23 I received an email from Cigna stating that my online payment of $100 has been processed! I was shocked, because I don't owe any monthly premiums and obviously didn't make an online payment! Cigna has committed FRAUD! They tried to deduct $100, which I don't OWE, from my checking account WITHOUT my authorization and I have no idea how they got my checking account number!!! I immediately called my bank and told them not to process the debit!! I then called Cigna and tried to get answers as to how and why this happened, how they got my checking account info, etc. I've spent HOURS on the phone since then, trying to get to a billing supervisor to get this resolved and it's been impossible! The situation is getting worse by the day. On 1/18/23 I received an email that stated my payment of $100 didn't process correctly due to insufficient funds and to keep my coverage my payment of $0.00 must be received immediately or my policy may be terminated!! WHAT? A couple days ago I received a bill from Cigna for $45 due 1/31/23, for a NSF fee, which they need to remove from my account, since they are the ones committing FRAUD!I received another letter today stating there was a problem with my recent EFT payment (which I didn't make) and I need to mail a payment to keep my insurance from cancelling.Now I'm getting harassed almost daily from Cigna, because they illegally and fraudulently tried to deduct money from my account, when I don't owe them any money! I need a competent person at Cigna to call me at ************ and get this resolved ASAP or I will be contacting the *** and media outlets! If I don't answer, leave your number, so I can contact you! This has been so stressful and time consuming for me, due to their incompetence and negligence. This is so egregious and incomprehensible that this could even happen!
Business Response
Date: 02/02/2023
February 2, 2023

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: 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 rejecting this response because: The people that have contacted me regarding my complaint are NOT addressing the main issue and problem. Nobody has told me how and why Cigna had access to my banking information and why they used it to make an online payment when I didn't owe any money and didn't authorize the payment!!! This is a major security breach and a serious problem that can't be swept under the carpet!!! The people that have called me are only telling me that the NSF fee has been waived and don't know the answers to how this even happened which is unacceptable! This ordeal has caused me so much stress and has wasted so much of my time trying to get it straightened out that I need to know that the issue that caused this problem has been fixed, so it doesn't happen to me or anyone else in the future. It can't be fixed if no one is researching how this happened in the first place!!! I NEED ANSWERS AND THIS NEEDS TO BE RESEARCHED!!! This complaint will not be closed until I get those answers and the issue has been fixed! I need a competent person from Cigna to research this and tell me how and why this happened! They need to call me at ###-###-#### and if I don't answer they need to call me back until they reach me and not leave me a general 800 number that I can't reach that same person at. That is why I had to file this complaint, because I could never get through to a competent person after spending ten to 15 hours on the phone and getting nowhere. Cigna is the absolute worst insurance company and I WILL NEVER USE THEM AGAIN! That's why they have a 1 star rating on the BBB Website!

Regards,

*********************
Business Response
Date: 04/13/2023
May 17, 2023
Dear *** *****:
Cigna completed an in-depth review of *** ******’s Better Business Bureau Complaint under complaint ID # ********. As previously stated, we can confirm that a formal resolution letter was sent to *** ****** on April 6ch, 2023, to this address: **** ****** ***, Alpharetta GA ****** ****.
We can confirm an additional letter was sent to *** ****** on May 17, 2023, to the above-mentioned address, which is the address we have on file for her: **** ****** ***, Alpharetta GA **********. The letter explains the investigative steps Cigna's Information Technology (IT) department and Cigna's Individual, Family Plan (IFP) division took to resolve *** ******’s complaint.
This letter represents the final determination of this issue.
Respectfully,
*** *****
The Cigna Group’s Office of Senior Leadership Escalations
Customer Answer
Date: 04/27/2023
I received an email that the above complaint was closed, because I didn't respond after Cigna sent their last response. Cigna stated that they sent me a letter, which I never received! I was waiting for the letter before I sent in another response. They never stated how they were sending it...I assumed by mail. I don't know why they didn't attach it thru the website. Can you open this complaint back up and let them know I never received the letter they were referring to in their last response? Please advise...thanks!

Regards,

**** ******
Business Response
Date: 05/02/2023
May 2, 2023

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

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

Dear *** *****

This complaint
was answered by a formal resolution letter, which was sent to **. **** ****** on April 6, 2023. It was sent to the address on file: **** ****** ***, Alpharetta, GA
**********.

This letter
will be resent to *** ****** on May 2, 2023.

Thank you.

Sincerely,

Cigna's Office
of Senior Leadership Escalations, formerly known as Cigna's Executive Office
Customer Answer
Date: 05/03/2023
[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 rejecting this response because:

I want to keep this complaint open until I receive their response by mail and have a chance to respond based on the information in the letter.

Regards,

**** ******
Business Response
Date: 05/17/2023
May 17, 2023

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

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

Dear *** *****:
Cigna
completed an in-depth review of *** ******’s Better Business Bureau Complaint
under complaint ID # ********. As previously stated, we can confirm that a
formal resolution letter was sent to *** ****** on April 6ch, 2023, to this
address: **** ****** ***, Alpharetta GA **********.
We
can confirm an additional letter was sent to *** ****** on May 17, 2023, to the
above-mentioned address, which is the address we have on file for her: **** ****** ***, Alpharetta GA *****-****. The letter explains the investigative
steps Cigna's Information Technology (IT) department and Cigna's Individual,
Family Plan (IFP) division took to resolve *** ******’s complaint.
This letter represents
the final determination of this issue.

Respectfully,
*** *****
The Cigna Group’s Office of Senior
Leadership Escalations
Customer Answer
Date: 05/19/2023
[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 rejecting this response because: I haven't received the additional letter Cigna sent, but there is no way any competent person researched why Cigna illegally and fraudulently deducted $100 from my checking account when my monthly premium is $0. They never should have had my checking account info, because I NEVER EVER made an online payment to Cigna! MY PREMIUMS ARE $0! Then they had the audacity to continue harassing me and threatening to cancel my policy for insufficient funds, because I had my bank stop payment on the $100, that I didn't owe and that they illegally tried to deduct! It took them 3 months to "research" the issue only to tell me I made the payment????? WHAT? This takes INCOMPETENCY and FAILURE TO OWN THEIR MISTAKES to another level that only Cigna could achieve! This is a serious issue and a major security breach that the public needs to know about if they choose Cigna as their insurance provider!! Not only was this ordeal very stressful and time consuming, but to add insult to injury, they are not even owning the fact that THEY screwed up, because they are too lazy, incompetent or just want to sweep it under the carpet, because they know they committed FRAUD! I will be escalating this issue to the CEO, so he knows what kind of INCOMPETENT people he has working at CIGNA in EVERY department!!!!! This behavior and attitude from Cigna is so EGREGIOUS and INCOMPREHENSIBLE that it's very important you post this complaint on the BBB website, so people know what they are getting themselves into when they sign up for Cigna!!!!

Regards,

**** ******
Business Response
Date: 05/23/2023
May 23, 2023

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

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

Dear *** *****:
Cigna completed an in-depth review of *** ******’s Better Business Bureau Complaint under complaint ID # ********. As previously stated, we can confirm that a formal resolution letter was sent to *** ****** on April 6ch, 2023, to this address: **** ****** ***, Alpharetta GA *****-****.
We can confirm an additional letter was sent to *** ****** on May 17, 2023, to the above-mentioned address, which is the address we have on file for her: **** ****** ***, Alpharetta GA *****-****. The letter explains the investigative steps Cigna's Information Technology (IT) department and Cigna's Individual, Family Plan (IFP) division took to resolve *** ******’s complaint.

This letter represents the final determination of this issue.

Respectfully,
*** *****
The Cigna Group’s Office of Senior Leadership Escalations
Initial Complaint
Date:01/24/2023
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 paid $920 for Cobra insurance in January. Its January 24th and they haven't even completed my enrollment. They are also refusing to refund the money. I am a cancer patient and have to have good insurance. My elbow needs an X-ray and they know about all this. They don't care. They are saying its a system error.
Business Response
Date: 02/03/2023
February 3, 2023

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,

Casie H********************
Senior Manager, Executive Correspondence
Initial Complaint
Date:01/20/2023
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 health insurance with Cigna, purchased for 2022 through the ******* *** ****** ******** marketplace. As I turned 65 in mid-December, and started ******** on December 1, 2022.I called the phone number on the back of my Cigna insurance card on November 21, 2022 and asked the guy to cancel my policy after November 30, 2022. He said he could do that, and I requested an email confirmation, which he agreed to send, but which I never received. This week I’ve started getting emails from Cigna saying my December payment of $850 was late. I called Cigna, and the woman told me “Cigna cannot cancel my policy, only ******* *** ****** ******** can cancel the policy”. So I called ******* *** ****** ******** and explained the situation. They are telling me I am still enrolled in Cigna through December 31st and the policy can’t be canceled before that, leaving me to pay the $850 charge. I can’t even cancel my policy today, even though I’m enrolled in ********. I have asked ******* *** ****** ******** to have a supervisor call me, but my two attempts have failed. I really can’t afford to pay $850 to Cigna as a punishment for not calling ******* *** ****** ********.
Business Response
Date: 02/27/2023
February 27, 2023

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: 03/09/2023
[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:01/17/2023
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.
Follow up to Case #******** Dear **. ***************************** you for taking the time to assist in the above-referenced BBB Case number. On January 12th, I received the notification, in the attached file, from the Postal Service, notifying of a new piece of marketing correspondence from CIGNA. While their responses a clearly receptive to cooperating, it may be that their system contains multiple components, related to their mailing list. They did affirm that the 90-day time period, necessary to be removed, has in fact lapsed. They went on to express confidence that I would not be receiving additional correspondence. Given that this has occurred, it may be necessary to further review how it is that they maintain their contact database. For this reason, I ask that you kindly reach out to them and advise them of this matter. Given what has been presented, closing the case as Satisfied does not represent an accurate manner, reflecting what has ultimately happened. While I do not wish for this to reflected an Unsatisfied status, it should remain open until further communication for their staff is received. Can you kindly provide confirmation that you will take the aforementioned steps and provide an update? This would be greatly appreciated. Thank you for offering off of your assistance, and that of the Better Business Bureau.Sincerely,*************************
Business Response
Date: 02/09/2023
Thank you for forwarding this complaint to Cigna. Cigna has reviewed this complaint regarding the members request to be placed on the Do Not Contact list (DNC list) for direct mail offers. The member was placed on the DNC list 9/29/2022 and the turnaround for that to sync through all departments is 3 months. On 11/17/2022 the member received a mailer that was already scheduled to be sent before the DNC time frame had synced. A resolution call was completed with the member 2/2/2023 verifying he was placed on the DNC list back on 9/29/2022. Although every effort is made to exclude these communications there may be occasions where this is missed. The member may still receive communications or documents Cigna is required to provide him. We deeply apologize for this situation.

Daven B***********
Senior Leadership Escalations

Customer Answer
Date: 02/10/2023
[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 rejecting this response because:
Mr. Daven B********* would answer specific questions with general answers. He avoided answering questions in a direct fashion. He was clear that there were no specific guidelines he could offer as to what was on the list of permissible mail that could be sent and wasn’t. SOMEONE has to know - but it is a culture of non-comittal answers - he passes the buck.
Regards,

*************************
Business Response
Date: 03/21/2023
Thank you for forwarding this complaint to Cigna. Cigna has reviewed this complaint regarding ******************** request to be placed on the Do Not Contact list (DNC list) for direct mail offers. The customer was placed on the DNC list 9/29/2022 and the turnaround for that to sync through all departments is 3 months. On 11/17/2022 the member received a mailer that was already scheduled to be sent before the DNC time frame had synced. A resolution call was completed with the member 2/2/2023 verifying he was placed on the DNC list back on 9/29/2022. **. ******** has not been a member of Cigna since 12/31/2021 and will not receive any further correspondence. This represents Cigna's final review on this matter.

Daven B*************

Senior Leadership Escalations
Customer Answer
Date: 03/30/2023
[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 rejecting this response because:
The guy was attentive. However, it appears that what is behind him is a company that promotes not providing consumer with clear-cut answers - these are the businesses that turn healthcare into a "dirty business" - it is the fleecing of America! So no....I am sorry....but I cannot trust these people...perhaps no one should.

Regards,

*************************
Initial Complaint
Date:01/17/2023
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.
On 8/8/22 I purchased a concentrator $1210. I've been requesting Cigna to reimburse me. I resubmitted my request was 12/21/22.
Business Response
Date: 02/07/2023
February 7, 2023

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,

**********************************
Initial Complaint
Date:01/13/2023
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 have Insurance with Cigna which pays $1400 on hearing aids I went to ******* hearing center in Calhoun Georgia And got pre approved for some rechargeble hearing aid's cost $1189.88 Cigna has only paid $650.00 and are refusing to pay the balance of $539.88. This is bad for a big company like them to not pay what they are suppose too. Cigna ID# ******** Thank You *******************************
Business Response
Date: 01/23/2023
January 23, 2023

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,

Casie H*****************
Senior Manager, Executive Correspondence
Customer Answer
Date: 01/30/2023
[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,

*******************************
I got a Check for $539.88 on 01/30/2023
Initial Complaint
Date:12/27/2022
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.
Purchased a dental plan through my employer and it was advertised that they cover root canals. A few months later I found out that I needed two root canals, that I had an infection, and that I needed to have a procedure done as soon as possible. I contacted my regular dentist and they referred me to a location that doesn't accept my insurance who quoted me 4 thousand dollars for the two tooth root canal and doesn't accept payment plans. I contact my insurance back and they said they would send me a list of people who could accommodate me. Out of the list they sent me I contacted every single person and every single one of them said they do not perform root canals. I contacted the insurance again and they claimed that besides those people they do not have anyone within the state that can help me. I feel like I was mislead by the advertising that Cigna sent out saying that I would be taken care of with this procedure. Now I have to drop insurance and find an out of pocket which is also going to cost me more than it would have if I would have just been told the truth by the Cigna representatives to begin with. Cigna should be ashamed of how they are negatively affecting peoples lives during the recession and depression our country is having. I will be escalating this through our corporation and doing everything in my power to ensure our company drops this insurance company.
Business Response
Date: 01/06/2023
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,
Daven B*************
Senior Leadership Escalations
Business Response
Date: 01/20/2023
Thank you for forwarding this complaint to Cigna. Cigna has reviewed this complaint regarding the member trying to locate an in network dentist to perform a root canal. The member was sent an acknowledgement email on this concern 1/6/2023, as well two additional calls with voice messages left on 1/9/2023 and 1/12/2023 with no response. This complaint is being closed as of 1/17/2023 due to no customer response.

Daven B*************

Senior Leadership Escalations

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