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Business Profile

Insurance Companies

Cigna

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Insurance Companies.

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

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    Customer Complaints Summary

    • 1,064 total complaints in the last 3 years.
    • 279 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:08/25/2022

      Type:Order Issues
      Status:
      Answered
      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.
      Worked with Cigna representatives for 2 years regarding a medical procedure I had done. After months of trying to get my claim submitted, it was finally submitted and quickly rejected. After appeal it was rejected again. I feel I was misrepresented by my insurance company. Having taken the right steps to get my procedure covered, and then not getting a single penny of coverage for a procedure costing almost $7000.It is my understanding that Cigna Dental has denied this claim due to a lack of coverage for the completed procedure. The claim was then filed under Cigna Medical in good faith that the procedure would be covered based on instructions from a Cigna representative. After months of speaking to many different Cigna representatives, they all had a unique reason why the claim would be denied. I am bringing this issue to the BBB to hold Cigna accountable.

      Business Response

      Date: 09/01/2022

      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 Team 

    • Initial Complaint

      Date:08/09/2022

      Type:Billing Issues
      Status:
      Answered
      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 rejected a claim again because they do not look at the claim. Both of my children had their wisdom teeth removed 3 weeks apart. We have 2 Cigna dental plans. My daughters took 6 months to pay and now they are denying my sons satatingbit is medical. But again it was wisdom teeth removal and I did as Cigna advised and filed with medical and once denied it was sent to them for processing. Now after 6 months of waiting on my sons claim they are just denying stating it is medical. NO IT IS WISDOM TEETH REMOVAL by an IN NETWORK oral surgeon!!! Cigna is the worst dental coverage I have ever had. I am ready for January so we can cancel both plans. Why Pay for coverage that they refuse to pay but is listed as covered?

      Business Response

      Date: 08/15/2022

      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.

       

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

      Senior Leadership Escalations

       

    • Initial Complaint

      Date:08/03/2022

      Type:Billing Issues
      Status:
      Answered
      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 March 10, 2022 I underwent Laboratory Services with ********* Health Systems, Inc. I called Cigna on February 18, 2022 prior to my appointment to confirm that Cigna covers laboratory as part of wellness examinations and creates no patient monetary responsibility. I also downloaded a copy of my benefits coverage from my portal to verify in writing that Cigna covers routine laboratory work.
      After receiving my service, I received a bill from ********* Health Systems, Inc., reporting that I still owe $277.30 for the service. When I called Cigna on May 22, 2022, to review the matter a Cigna representative named Melvin informed me that he opened a case (Reference Code ****) to determine if the provider incorrectly billed. I never heard back from Melvin but received a final-due-before-collections notice for the $277.30. I called the provider who instructed me to call Cigna.
      I called Cigna again to contest the payment on June 28. Cigna stated that a certain Vitamin was not covered in their testing, but their coverage plans said all bloodwork as prescribed by doctors. Additionally, the coverage plan makes no mention of the Vitamin not covered, so the Cigna is contractually bound to cover as defined in my plan. I explained this to the Cigna representative and a supervisor, the supervisor said he called ********* Health Systems to override the payment and ensure I do not go to collections. I recently received a collection bill, and a voicemail that Cigna unilaterally undid the coverage and broke their contractual plan.
      For that reason, I request that Cigna reimbursement be for all payments to ********* and the health account, and cover the tests as defined in the agreement.

      Business Response

      Date: 08/11/2022

      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
      individual’s 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.

      Renee B******* 
      Senior Leadership
      Escalations 

      Customer Answer

      Date: 08/19/2022

      [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 the response does not resolve the matter. I understand the request to release health records, and I have returned the disclosure form to Cigna via mail as requested. However, I am rejecting the response to ensure that the matter remains open and examined by Cigna with regard to the contractual commitments regarding bloodwork (i.e., all tests prescribed by physician) and the omission of the test(s) Cigna suggests no coverage ownership.

      After Cigna receives the disclosure form, and then examines the case, I will determine proper acceptance or rejection of the resolution. In this respond, Cigna deferred the matter requesting more information rather than resolve the complaint.


      Regards,



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

    • Initial Complaint

      Date:08/01/2022

      Type:Billing Issues
      Status:
      Resolved
      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 a policy with Cigna through my work *******. My out of pocket maximum for my policy is $3,500. As of today, they are claiming my responsibility is $3,775. There are 4 claims which are not showing the correct patient responsibility (claims dated 5/16/22, 5/19/22, 5/20/22, and 5/26/22) Cigna's website says the patient responsibility is $0 even though my responsibility should be 20 percent. I believe I met my out of pocket maximum around 6/6/22. I called in May, they assured me it would be resolved by May 30. It wasn't. I called again in June, they promised me it would be resolved by June 30th, it wasn't. I called again in July, they promised me it would be resolved by July 14th, it wasn't. Again, I called and they promised it would be resolved by July 29th. It still has not been resolved. They have not offered me any reasoning for this. Or told me they're rejecting my request for such and such reason. They are just silent. Meanwhile, I have bills from providers expecting payment even though I shouldn't owe anything since my out of pocket has been met.

      Business Response

      Date: 08/17/2022

      This issue has been resolved. Communication has been made directly with the customer.

      Customer Answer

      Date: 08/28/2022

      [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:07/26/2022

      Type:Billing Issues
      Status:
      Answered
      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 1 and 2: Cigna's Statement dated June 15, 2022. Cigna 3 and 4 are my attempts to communicate, dated June 26 and July 12, with Cigna regarding their Statement. Would like BBB to use its good offices to persuade Cigna to reply to my correspondence date June 26 and July 12.

      Business Response

      Date: 09/09/2022

      September 6, 2022 

      Dear Sir/Madam: 

      I am in receipt of your letter regarding a complaint filed by *** ******. As a result, ******* ******* reviewed *** ******'s concern and would like to take this opportunity to respond. 

      By way of background, ******* ******* administers prescription drug benefit plans on behalf of plan sponsors. ******* ******* provides plan sponsors with "core" pharmacy benefit management services, including third-party claims processing, formulary administration, benefit plan communications, and other similar activities. ******* *******' home delivery pharmacy provides home delivery of prescription medications to beneficiaries of the pharmacy benefit plans sponsored by the clients. These services, contracted by the plan sponsors, satisfy the plan sponsors' goals of providing a cost-effective, seamless and clinically appropriate benefit for its patients. 

      *** ****** expressed concern stating he received an invoice, in the amount of $332.85, from Cigna ******** Prescription Drug Plan. Cigna processes claims based on the *** ******'s drug plan and stages of coverage at the time of service; however, there may be situations that result in a change to customer's benefit amount that can result in overpaying or underpaying for a medication. As a result, *** ****** received the Pharmacy Payment Adjustment notice dated June 15, 2022 due to an out of cycle reversal that will cause his accumulators to be realigned resulting in a copayment change. In this case, after the adjustments were made, the claim in question was reprocessed, as a straddle claim, from *** ******'s deductible to the initial coverage phase leaving an amount owed of $332.85. *** ****** can pay the balance due by sending a check or money order to the below address. 
      Cigna Dept **** 
      PO Box ***** 
      Birmingham, AL ***** 

      I trust this letter has been responsive to your request for information regarding this complaint. If you have any questions regarding this matter, or desire any further explanation or information, please contact me directly at ###-###-####. 

      Sincerely, 
      Casie H*********** 
      Senior Manager, Executive Correspondence 

    • Initial Complaint

      Date:07/20/2022

      Type:Order Issues
      Status:
      Answered
      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.
      Hello, Hope this finds you well. I was employed with *************, a staffing agency, from 8/9/2021 to 10/27/2021 for a contract that was planned for 6 months. I received a call over the phone on 10/27/2021 end-of-day to know that I was terminated due to requirement misalignment, team and business change of plans. But, as a gesture of curtesy I was informed that my pay will be for the whole week, and my insurance is until end-of-month. I had a dentist visit on 10/30/2021. Few weeks later I received a call from my dentist clinic telling me that Cigna is not responding and won't pay for my dentist visit; that costs ~$5,000 without coverage. I feel blind-sighted with the guidance I got from my HR point-of-contact at ************* and Cigna terms. Appreciate your assistance with this issue. Kind regards, ****** ************* address: **** **** ***** ****, Ste. *** Folsom, CA ***** United States

      Business Response

      Date: 07/28/2022

      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:07/19/2022

      Type:Service or Repair Issues
      Status:
      Resolved
      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 a rewards program. Just like last year, there are completed tasks in my profile that have been pending for all of this year and they were pending last year. I have reached out using the contact form to no avail. The response states the tasks are managed by a third party. Oh well, they need to reach out to these other vendors and make them perform their function to credit the points.

      Business Response

      Date: 07/22/2022

      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

      Customer Answer

      Date: 08/05/2022

      [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:07/19/2022

      Type:Billing Issues
      Status:
      Answered
      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 Part D prescription coverage from Cigna. I opted for autopay from my **** credit card. Twice a received a bill from Cigna and when questioned about the autopay, their response was computer problems. We resolved the problem, and on April 28, I traveled to Nicaragua until July 14, 2022. I returned to League City. The next day I tried to pick up prescriptions at the drug store related to my health and wellbeing. The pharmacy informed me the insurance, Cigna, denied all payments and would not fill the medications. I call Cigna, and the said the autopay had been canceled. I told them I would pay with credit card. They accepted payment and now have canceled my Part D policy. Denied reinstatement. My Cigna information: **** ** **** CUSTOMER ID *********** HEALTH PLAN (*****) ********** CIGNA CUSTOMER SERVICE: 1-800-222-6700

      Business Response

      Date: 08/23/2022

      August 15, 2022 

      Dear Sir/Madam: 

      I am in receipt of your letter regarding a complaint filed by *** ****. As a result, ******* ******* reviewed *** ****' concern and would like to take this opportunity to respond. 
      By way of background, ******* ******* administers prescription drug benefit plans on behalf of plan sponsors. ******* ******* provides plan sponsors with "core" pharmacy benefit management services, including third-party claims processing, formulary administration, benefit plan communications, and other similar activities. ******* *******' home delivery pharmacy provides home delivery of prescription medications to beneficiaries of the pharmacy benefit plans sponsored by the clients. These services, contracted by the plan sponsors, satisfy the plan sponsors' goals of providing a cost-effective, seamless and clinically appropriate benefit for its patients. 

      *** **** expressed concern stating Cigna cancelled his Medicare D Prescription Drug Plan and he requested to be reinstated. An invoice in the amount of $115.50 for March, April, May, June and July premiums was mailed to *** **** on June 9, 2022 that included a collection letter in the amount of $69.30 that must be paid by June 30, 2022 to avoid disenrollment from the plan. As a result, an Involuntary Disenrollment letter was mailed to *** ****, on July 7, 2022, due to non- payment of his monthly premiums effective July 1, 2022. Additionally, *** ****'s Good Cause Reinstatement request was denied since non-payment for premiums does not meet the criteria. *** **** continues to have a past due balance from January 1, 2022 - June 30, 2022. 

      I trust this letter has been responsive to your request for information regarding this complaint. If you have any questions regarding this matter, or desire any further explanation or information, please contact me directly at (**** ********. 

      Sincerely, 

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

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