Insurance Companies
CignaThis business is NOT BBB Accredited.
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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 ComplaintThe 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:12/23/2022
Type:Customer Service IssuesStatus: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.
***** ********************* GROUP ****** Claim filed 11/17/21. I have called numerous times for claim update. I talked to representative ****** and was refused a supervisor or manager. I called corporate number and it took 7 times asking for management before ******** would transfer. I talked to supervisor ***** and was disconnected when they had to transfer to claims department for supervisor in that department. I filed this claim over a month ago and no one has claim status besides correspondence and claims 3 weeks behind. No estimate on claim processing time and still have not been given a claim number. I have never dealt with such an unprofessional and unorganized supplemental health company. I pay every 2 weeks through my employer for over a year and the first claim I have to file after missing a week of work being in the hospital sick for a week to be treated like this. It is unfair and unacceptable for any company to treat any customer like this. I was given corporate address PO BOX 182201 CHATTANOOGA, TN******* for complaints.Business Response
Date: 01/09/2023
January
9, 2023Dear 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 CorrespondenceInitial Complaint
Date:12/16/2022
Type:Customer Service IssuesStatus: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.
Last night I began trying to reach Cigna, as I had received an email saying I owed $40 before 1/1/2023. They just took my auto payment on 12/5/2022, so I went into their website that had conflicting information on the same page. One place stated I owed $40 and another said the auto payment had paid the $40. On the same page, they had this warning: [CRITICAL] Renewal service Error. Last night I tried to reach them based on the number provided in an email saying I owed $40. The wait time said it was 92 minutes. I tried several times this morning and the system said they would have someone call me back within various times, ranging from 12 - 25 minutes. I would get the callback and then no one was available. The last time it called me back, as I tried so many times to reach them, it said I was next inline and it took an additional 14-20 minutes to finally reach someone. The agent seemed to be authoritative and tried to demonstrate he had control and even said I have your social security number and looked you up. I never gave him my SS#, and I’m certain this was not a US based call center. Allowing a non USA based call center to have customers full SS# is a lifelong headache, which the executives are making millions from saving costs by hiring overseas, having equipment that is not working and wait times of 92 minutes. Their phone system failed to work. Their website had the error above and inaccurate information. The agent that finaly answered said he couldnt see the error message I could see. I sent it to their team of executives, since I was unable to reach anyone. The agent said it was due to the seasonal signups. Well, Cigna is not a startup and knows that the seasonal time needs additional staffing to meet the call volumes. I'm so frustrated as you cannot reach them and their online website and phone system is wrong. They never sent new cards and my attempts at reaching someone higher goes without an answer. I guess that's why they are a 1.2.Business Response
Date: 12/29/2022
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 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.*********************Senior Leadership EscalationsCustomer Answer
Date: 01/03/2023
[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:12/16/2022
Type:Customer Service IssuesStatus: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 made several attempts to contact Cigna to end my dental insurance coverage with them. Each time I use the directed call in numbers, it becomes an endless loop that does not end with me speaking with a representative. The automated system does not allow for the action i need taken. I need to cancel my insurance as I have had a life change and no longer need the insurance. But since I can not get ahold of representative I am stuck paying for something I need cancelled. I have tried the number listed on the back of my ID card ************** I have tried the number listed on the Cigna website **************** Both cycle back to the same automated system.Initial Complaint
Date:12/14/2022
Type:Service or Repair IssuesStatus: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'm writing to request reimbursement for claim number *************. For the second time recently, a Cigna associate gave me what has turned out to be incorrect information about the processing time for this claim - this was over the phone on 11/28/22. The associate also would not or could not tell me what third party company has been contracted by Cigna to process these claims. To resolve this issue, I request (1) reimbursement of my claim ************* as soon as possible, (2) the name of the third party claims processor, and (3) an explanation as to why your associates have repeatedly given me incorrect information about claims processing timelines. Thank you for your consideration and I look forward to reaching a resolution with you.Business Response
Date: 12/21/2022
Cigna is reviewing this matter and will be working directly with the complainant to resolve the inquiry.Customer Answer
Date: 01/05/2023
[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 partially satisfactory, in terms of completing my claim processing and reimbursement. However, I am still waiting to hear from Cigna regarding who their third-party claims processor is; there is no resolution in this regard yet.
Regards,
*******************Initial Complaint
Date:12/11/2022
Type:Product IssuesStatus: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.
This complaint regards patient ID number ************ and claim number #************* for $7740.04 for services received at **********************. I am the policy owner. This complaint relates to multiple denied, reversed, and/or pending claims related to CIGNA claiming they are not our primary insurer and requesting information about additional insurance. I have provided physical evidence and proof that no other insurance exists, and it was previously accepted by CIGNA. I have spoken verbally to CIGNA customer service over the phone more than a dozen times since 10/2022. I have spoken to managers attempting to resolve the issue, and those managers have stated the issue has been resolved. I provided physical evidence and wrote formal complaints to the CIGNA Appeals Unit on 11/05/2022 (I have retained copies). CIGNA eventually re-processed (i.e. paid) denied claims from 06/01/2022, 07/18/2022, 08/22/2022, 08/31/2022, 09/05/2022, 10/07/2022 after I provided the requested information. However, CIGNA continues to delay processing claims (in this case claim number ************* for services received on 07/17/2022-07/18/2022) stating the same rationale: Requesting that we prove we do not have other insurance. Medical providers have sent us final notices demanding payment because CIGNA has delayed payment. It is my belief that CIGNA is the responsible party, and it is my belief that we have provided the information that CIGNA has requested on multiple occasions. I am requesting that CIGNA accept information that has been communicated to and pay the claim that is currently pending immediately.Business Response
Date: 12/21/2022
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 TeamCustomer Answer
Date: 01/03/2023
[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:12/07/2022
Type:Customer Service IssuesStatus: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 CIGNA website is supposed to permit users to designate a primary care provider (PCP) but it does not. Doctors may be added to an insured person's "health care team" but not as a PCP. I have called the customer service number multiple times. CIGNA "customer service" reps are rude and inept. I am left with no PCP designated for my health insurance and thus no ability to get a specialist referral.Business Response
Date: 12/20/2022
We have communicated with this customer directly on the matter. We are considering this matter closed.Initial Complaint
Date:11/25/2022
Type:Product IssuesStatus: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.
Per Federal IRS requirements, I was supposed to have received a 2021 W2 I have called numerous times and am sent to VM If CIGNA TRANSFERRED LIFE INDEMNITY TO ** LIFE INSURANCE WHICH HAS NO MATCHING ADDRESS ON THE STATEMENTS I HAVE IN MY POSSESSION, CAN YOU ASSIST WITH FIGURING OUT WHO IS RESPONSIBLE FOR THE TAX BILL FOR 2021 AS THE EMPLOYER KEEPS HARASSING ME FOR SOCIAL SECURITY BACKPAY BASED ON AN EMPLOYEE BENEFIT AND SEEMINGLY MY PRIVATELY PAID FOR BENEFITS COMPANY WANTS PUBLIC MONEY..ITS SUSPICIOUS COMPANY ACTIVITY ADDRESS IN PHOENIX AZ AND NOT LISTED AS A CREDIBLE COMPANY. PLEASE SEND MY 2021 W2 OR CONTACT THE DISABILITY WHO WANTS PUBLIC MONEY FOR A PRIVATE ACCOUNT PAID INTO THE COMPANY PRIVATELY. THANKS FOR HELPING IN OK THIS POSSIBLE FRAUDULENT ACTIVITY USING NY LIFE INSURANCE NAME AND PROVIDE MY WE 2021Business Response
Date: 12/09/2022
December 9, 2022
Dear *** *****,
We are writing in response to your November 29, 2022 correspondence from ***** ********* about her claim for Long Term Disability (LTD) benefits under the above referenced policy.
In her complaint *** ********* expressed frustration with trying to obtain her 2021 W2 for her records. Customer service is extremely important to us, and we regret that she’s had a frustrating time with obtaining the documents that she requested.
On August 12, 2022 the claim staff received a message from *** ********* that indicated she did not receive her tax forms from 2021. A return call was placed by the claim staff, but we were not able to connect with her. On December 7, 2022 the claim staff contacted *** ********* and discussed her request. The claim staff provided her with a number to our tax department so she could request a copy of her 2021 W2. The claim staff offered to transfer her to the department at the time of the call, but *** ********* declined. To follow up on the phone call, the claim staff also sent *** ********* a letter on December 8, 2022 that provided contact information for our tax department.
We apologize for any delay that *** ********* experienced in requesting her documents. At this time, Ms. Ristovski has been provided with the contact information to request her personal and private tax documents.
Should *** ********* have any further questions regarding her LTD claim, she can contact her LTD claims manager Johnny D. at ###-###-####. She may also contact our tax department at ###-###-####.
Sincerely,
Kristi S
Senior Consumer Advocate GBS Consumer AdvocacyInitial Complaint
Date:11/18/2022
Type:Delivery IssuesStatus: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 ordered an at-home Covid-19 antigen test box on Aug 20, 2022. I submitted the claim to Cigna. Cigna issued a reimbursement check, which was lost in the mail. I have requested the re-issuance of the check four times but still have not received the check. The Member ID is *********. The Check number is *********. The payment ref # is ****************.Business Response
Date: 11/21/2022
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 her 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
Initial Complaint
Date:11/11/2022
Type:Billing IssuesStatus: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 Cigna Dental insurance through my employer. It is 100% coverage for in network dentists. Cigna frequently denies payment for a variety of reasons and makes dentists and patients jump through ridiculous hoops and often delays or denies payment. My dentist finally fired them due to these issues. My husband was having 2 partials made. They work was nearly complete and our dentist had billed as in network while they were still in network. My husband went in to pick up the partials 6 days after in-work coverage ended. Now Cigna is saying because the "set date" was after the in-network coverage ended, they are not going to pay for any of the partial work in-network. Both the dentist and I have called Cigna multiple times to try to get Cigna to pay for this treatment which was 99% completed while our dentist was in-network. The total charge for the 2 partials was $2066 each (our dentist's in-network rate). Cigna has only paid 1694, leaving me to pay over $2400. My dentist has told me that Cigna has paid for work completed after the dentist becomes "out of network" for other patients, as long as the work was begun while in-network. I need some help with this situation please.Business Response
Date: 11/22/2022
We have reviewed this inquiry and a decision letter has been mailed to the customer.Initial Complaint
Date:10/29/2022
Type:Billing IssuesStatus: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 Health and Life Insurance Co., which provides my health insurance through my employer, has failed to process a routine claim of mine (Claim Number: *************) which they received in early August, and Cigna’s representatives have repeatedly misrepresented to me, over the phone, the timeline for processing this claim when I have called to inquire about it and have its priority escalated. I would kindly request that Cigna process my reimbursement ASAP, and that I be given an accurate timeline for my reimbursement. I would also like to understand why this claim wasn’t reimbursed in the usual timeframe, which is about one month from receipt. Please find attached my insurance cards as proof that I’m a customer, as well as a letter from Cigna regarding this claim, which confirms the date they received the claim. For your reference, the phone calls with Cigna reps, during which they misrepresented the claim processing timeline to me, took place on 10/24/22 and 10/5/22.Business Response
Date: 11/28/2022
This matter has been resolved.Customer Answer
Date: 11/30/2022
[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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