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:10/28/2022

  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.

  i got a bill from my Doctor date of service 1/28/2022 for the amount of $321.64.I called Cigna Iron health and they told me that they can see where it was approved and a check for $140.00 was to be sent out. But at this time they do not have the funds to pay it! She said she didnt know when they would be able to pay it. I said well what do i do about this bill? she said that was between me and my provider. The premiums were paid through my employer! Are they going bankrupt? How do i get this paid??

  Business Response

  Date: 11/22/2022

  Hello,

  Cigna is only a third party pricer for this customer's plan and does not make payments on claims. ****** ************************* is responsible for the administration and payment of claims for the plan. As a courtesy we have forwarded this issue to ****** ************************* for handling. The customer would need to contact them for additional questions and resolution.

  Thank you.

• Initial Complaint

  Date:10/05/2022

  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 husband needed an MRI as next step to diagnose severe back pain. On April 30th 2022 When he arrived for his MRI at ******** Medical they told him we'd have to pay $1,332 out of pocket as they had not received approval from Cigna. They refused to give him the MRI without this payment. I reached out to Cigna who advised the claim was denied as ******** had not submitted for approval prior to the MRI. ******** had a preauthorization code but not the 'approval' code. The claim was denied. I filed an appeal immediately; Cigna took me through the appeals process, even joining a call with me to talk to ******** to resubmit. It is my understanding ******** resubmitted May 6th. Since them I've been told an appeal takes two months; I've waited checking in to make sure all info was there. Then I received a letter via online Cigna they needed more info. I went back to the primary doctor who filled out all the info and I personally sent to Cigna and confirmed they had received it. Then on a call two weeks later I was told my appeal was closed. No reason. I had the appeal re-opened twice as I've never been given a reason why appeal was closed. I have called ~15 times since April, always being told my appeal was being escalated; someone would call be back. I have several names and Ref #'s. This week I found a new letter in Cigna online asking for more info; such as what my husband's dietary habits were, nursing records....it was an MRI. None of this info exists. I called to update this with Cigna; they told me to send ******** the EOB to explain my benefits and that would solve things. Ridiculous. I would like Cigna to process this claim and settle the amount so I can go back to ******** Hospital for a reimbursement. Thank you for any help you can provide. I'm at my wit's end dealing with them. *****.

  Business Response

  Date: 10/13/2022

  Cigna is reviewing this matter and will respond with additional information.
  
  We take patient confidentiality seriously
  
  Protecting our customerspersonal 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/her to give us permission to share our findings with the Better Business Bureau. ****************** and ********************** can grant this permission by signing the attached Authorization for Use and Disclosure form.
  
  Daven B***********
  Senior Leadership Escalations

• Initial Complaint

  Date:10/04/2022

  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.

  I was insured by Cigna, through my employer, from 1/1/2021 to 4/1/2021. My employer was late setting insurance plans up, but coverage was back-dated to 1/1/2021. I keep getting bills from ******* pharmacy because they need payment. The bill is $1,433.74. I continue to call Cigna, but they can't ever solve anything after they tell me they have solved it. Even ******* has tried to fix things and they have not been able to either. I have called on 20 different days and have been hung up on "accidentally" 3 times. No one calls me back after the phone goes dead. Once, when I called, they said they sent me a check - which they did not. They have looked and said nothing had been cashed but they won't pay *******, so now it's "my responsibility." I don't owe any money, as I was fully covered at the time of service. I already paid the $15 copay. This has been over a year with zero resolution. I called again today and no resolution. The gentleman on the line said he had resolution and then the phone went silent. I waited 10 minutes in silence and then the phone hung up. He had my phone number but never called back. I have spent hours on the phone. At this point, it has been over 20 hours. This company has horrible service and can't fix the easiest issues.

  Business Response

  Date: 11/18/2022

  November 14, 2022

  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:10/03/2022

  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.

  Dental claim - has not been processed since May 2022. Every time my dental office sends them pending documents, they tell me it will be reviewed between 10 business days. Then 15 business days. Then they apologize and won’t say why they’re apologizing. Then they escalate it and say it will take 60 business days. Now they’re telling me it was not processed and it will be another 10 business days. It’s always a different story. It’s so unprofessional.

  Business Response

  Date: 10/12/2022

  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. 

  Renee B**********;

  Senior Leadership Escalations 

• Initial Complaint

  Date:09/26/2022

  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 sent a request to the executive office for direct-mail to be limited. They replied by a pre formatted response. This is the sort of thing where you end up going in circles, get transferred, and get no where. In laymen’s terms: the runaround. Here is what I sent. Dear Executive Staff, With this message, please receive my most cordial of salutations, together with the best of wishes for you, your staff, and all your loved ones during these trying times. In my Post Office Box, I was pleasantly surprised to receive an offer for a ******** Plan from your office. First and foremost, I’d like to thank you for sending it out. In my case, my prior relationship with CIGNA came about through the Affordable Care Act (ACA). As much as.I would like to be covered by ******** eligibility, it is not the case. With regard to my mail I have a PO Box because I travel for extended periods of time. If I had to place my mail on vacation hold, there is some lag between the request being made to the branch, and when it starts. Additionally, I must specify a date for it to stop. Should my trip be further extended, I then need to get a hold of the post office and it just complicates things. There is no Vacation Hold option for a PO Box. Rather, once it fills up, they take it out, and allow mail to accumulate for an additional 30 days. The idea for me is to extend how long it takes for the box to become full. As such, I try to receive anything I can via electronic means and avoid correspondence via snail mail whenever possible. For this reason, as happy as I am to receive your marketing material via email, I ask that you kindly avoid sending them by physical mail. Please understand that there is a degree of interest in once again considering CIGNA for my 2023 ACA Plan selection. Kindly forward my request to the appropriate department so that this can be taken care of. Please let me know that you have received my mess

  Business Response

  Date: 09/27/2022

  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/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.
  
  Daven B************
  Senior Leadership Escalations

  Business Response

  Date: 10/03/2022

  Thank you for forwarding this complaint to Cigna. Cigna has reviewed this complaint regarding the customers request to opt out of communications via mail.  The customer was added to the do not contact list for direct mail services 9/27/2022, this opt out request can take up to 3 months to sync through on departments.  A resolution call was completed with the member advising they have been added and the timeframes to sync on 9/28/2022.

   

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

  Senior Leadership Escalations

  Customer Answer

  Date: 10/03/2022

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

• Initial Complaint

  Date:09/15/2022

  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 am having gum diseases and gone through some operations. However the claim has been denied by Cigna. The claim for biologic material, which should help me to recovery from tooth extraction, has also been denied. My dentist did call Cigna before all the operations and was told that 80% of items were covered by the insurance. The manager of global benefit from my employer did contact Cigna afterword and was told that "Dental implants have never been covered under the We apologize for the inconvenience but this order was delivered in May 2021. It is beyond the one-year manufacturing warranty. If the previous ownership informed the customer they will provide new furniture beyond its one year manufacturing warranty, we cannot honor that as it was not in conformity with manufacturing requirements.  plan since 2021 when coverage with Cigna began. The only part of the implant that is covered is the prosthesis which goes over the implant". I understand that Cigna is one of the insurance companies out there that haven't stayed up-to-date with the science and I did not expect any coverage of implants. However, the gum is part of my mouth NOT part of any implants. My gum has been there since the date when I was born and I still need gum without implants.

  Business Response

  Date: 09/21/2022

  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.
  
  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.
  
  Thank you,
  Lydia H********
  Senior Leadership Escalations

  Business Response

  Date: 10/21/2022

  Thank you for forwarding this complaint to Cigna. This is to advise you that the Reject Complaint ID # ******** for ********* has been re-reviewed. Resolution outcome has been sent to the customer on October 21, 2022.  The decision remains the same due to Dental Implants are not covered under the plan nor is dental surgery if it does not meet medical necessity.

  Thank you,

  Lydia H*******

  Customer Answer

  Date: 11/01/2022

  [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 insists that the gum around implants area should be treated as part of implants. This is not acceptable to me. Gum is part of my own body and has been there since I was born. 

  Regards,
  
  *********

• Initial Complaint

  Date:09/14/2022

  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 been submitting and resubmitting requests for medical supply reimbursement since May 2021. I have been calling Cigna every two weeks to get an update. I have provided reference numbers and each time I have to speak to a supervisor because they can't locate the reference numbers. Every time I call I have to rehash the issue from the beginning. It is like the first time I every time. I have been told on 8/10 that my reimbursement was escalated. On 8/29 I was told Cigna sent the money to the wrong person and I had to recoup the funds from that agency that deposited the funds. I spoke to a supervisor on 8/29 they said that they would recoup the funds and reissue me a check. I was told to wait until 9/13 for the check to arrive. I called on 9/14 and the supervisor said no funds were repurposed from ********************* and I should have never submitted a reimbursement claim.I am now being told that I should not have submitted the reimbursement because the medical supply store should have been submitting the reimbursement. At no point since I have been calling since May 2021 did anyone from Cigna tell me I should not be submitting a reimbursement claim. No one at ********************* told me I can't submit reimbursement and BOTH agencies were aware of me seeking reimbursement after paying out of pocket. I advised BOTH agencies EVERY TIME I called up and spoke with them. Ref **** (On 9/14 I was advised the ref number I was given **** was incorrect)Ref ************************** (I was advised on 9/14 that he was not supposed to provide this and it is incorrect)Ref ****

  Business Response

  Date: 09/19/2022

  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.

   

  
  Winona C**********

  Senior Leadership Escalations

   

  Customer Answer

  Date: 09/30/2022

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

• Initial Complaint

  Date:09/13/2022

  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.

  My wife left her employer to go back to College. Since her coverage from her employer ended we needed to find dental coverage and we couldnt wait 12 months because she was experiencing a lot of dental pain. This limited the scope of our search, due to a this we specifically only contacted dental insurance companies with no waiting period for dental care. I contacted Cigna and specifically asked about coverage the care my wife needed and was assured it would be covered. Upon hearing this we enrolled in Cigna. I again called Cigna before my wife had her surgery of August 15th 2021 to ensure it would be covered, again I was assured it would be. We received an explanation of benefits denying any coverage for the dental procedure from Cigna. Apparently this was due to the few months of lapsed coverage for my wife. This was due to her leaving her job and becoming a college student. We enrolled her in a healthcare plan right away, but as I stated before struggled to find a dental plan that would cover her needed surgery.

  Business Response

  Date: 09/19/2022

  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/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.
  
  Daven B*************
  Senior Leadership Escalations

• Initial Complaint

  Date:09/08/2022

  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.

  Dental claim for May 23, 2022. Showed as in processing until June 30 at which time my dentist answered questions.Called back multiple times & was told concern was escalated with no response. Sept 8 called again & told issue would be escalated AGAIN. No resolve & no reason for not escalating prior to now.Claim was for 5/23/22. Very dissatisfied with claim turn around.

  Business Response

  Date: 09/21/2022

  We have reached out to this customer directly with our resolution to the mentioned concerns. This matter has been closed.

   

  Thank you

  Customer Answer

  Date: 10/03/2022

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

• Initial Complaint

  Date:08/30/2022

  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.

  A claim was submitted for a patient for date of service 3/17/20222. The normal procedure, is you submit the claim for the services provided. In return, the claim in processed, a check is sent back to provider with an explanation if it was denied, needs more information or if the service was paid. In this case six codes were submitted for the services provided on 3/17/22. The claim was processed but only four services codes were paid and listed on the explanation of benefits. We have called the customer service line as well as the patient. we both cannot seem to get a physical copy of an explanation of what happened to the other codes that were not listed on the explanation of benefits. I've been told one be be created manually , it never arrived.

  Business Response

  Date: 09/09/2022

  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. 

  
  

  Deanna C*********

  Senior Leadership Escalations Team