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:08/04/2023
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.
CIGNA USED PREDATORY PRACTICES TO ENLIST ME AS A CUSTOMER, THEN USED BAIT AND SWITCH TACTICS TO DENY MEDICAL COVERAGE UNDER PRE-EXISTING CONDITIONS. AGENT ALSO WILLINGLY AND KNOWINGLY COMMITTED INSURANCE FRAUD BY INSISTING THAT I PROVIDE AND ADDRESS NOT BELONGING TO ME TO GAIN HIGHER INSURANCE PREMIUMS AND HIGHER COMMISSION.
Business Response
Date: 08/18/2023
Hello,
Cigna is currently reviewing this matter. The customer's policy is an International Private Medical Insurance (IPMI) policy. The policy is retained and written in the United Kingdom (UK). Please note, all communication with the customer will come directly from an IPMI UK office representative.
****** *********
Senior Leadership Escalations
Cigna Global Health Benefits
Customer Answer
Date: 09/10/2023
[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: Cigna Global Insurance is a US based company with corporate headquarters with an address of:
P.O. Box ***** Wilmington, DE *****, USA

The policy may be an internaional policy; however, all financials are passed through to Cigna Global in the US which are then reported to the Securities and Exchange Commission under the ticker CI for The Cigna Group.
Cigna / Cigna Global / The Cigna Group actively participated in Insurance fraud, predatory tactics of a disabled person, sold a policy and then fundamentally changed the terms of the contract after being approved. This contract was sold under 'BAD FAITH' terms and their response is already indicative of the type of corrupt business this company is engaged.
As an Disabled American, I found Cigna Global's telephone number directly from Cigna's Primary US website. At no time was I informed that there were pre-existing conditions or limitations when enrolling in the plan. I provided details to this in my correspondences with Cigna on 27 April 2023. The agent asked specific questions, but did NOT ask for additional information or if there were ANY OTHER conditions for which I need to disclose. The agent also actively insisted that I provide a false address in Brazil that does not belong to me so that Cigna may charge a higher premium and higher commission for their sales agent. As I do not live in Brazil, nor have I ever lived in Brazil, this is clear and unprecedented insurance fraud by the provider.
I have complained about this to Cigna and the agents response clearly outlined that the use of fraudulent addresses are NORMAL practices and thus I am requesting that the BBB help to intervene to resolve this egregious and abuse of position.
Cigna has denied and/or refused to pay for a medically necessary procedure to help improve my ability to breath and chronic pain. The surgeon who performed the operation in Geneva Switzerland is one of the top Surgeon's who specialize in this area. I have attached Dr. ********* **********'s summary of my condition and treatment recommendation to this complaint along with the robust email communications between myself and Cigna.
The agent validates the fraudulent company wide practices along with lying about the corporate structure when as a United States publicly traded company, the quarterly and annual financials presented to Wall Street clearly outline and contain financial performance of Cigna and it's subsidiaries. These include Cigna and Cigna Global both with US headquarters.
When I phoned Cigna, I retrieved and dialed the telephone number found on the Cigna website. At no time was I told during enrollment that this company was operating outside the US, nor was I told that there would be pre-existing limitations. Cigna has violated both the Affordable Care Act (ACA) and the American's with Disabilities Act (ADA).
Cigna also continues to overcharge me based on an address that does not belong to me nor authorized to use.

Regards,

*** *****

Customer Answer
Date: 09/10/2023
Cigna has actively engaged in fraud, harassment, manipulation, and overall Bad Faith. I have attempted to supply the corroborating documentation; however, Cigna has repeatedly sent lengthy emails detailing their 'normal practices', but unfortunately your system will not allow me to submit all documents relating to this matter.
Initial Complaint
Date:08/02/2023
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.
I am writing to file a complaint regarding unfair and unlawful business practices. I obtain this voluntary critical Illness ( ********)through *** **********, a company I used to work for at ***************************************** and ******************Dallas, TX **********: When I stop working for the company I was given the option to keep my Insurance and pay on it myself instead of it coming from my check, since I would no longer be employed by the company. I have had this critical Illness policy for over five years or more. The certificate number for this policy is **********. I pay on over the phone with my Bank debit card to a underwriting company **** ********* ******* ** ***** *******. I received a letter or statement in the mail, that they had not received my premium payment and to remind me that my critical Illness coverage is due on April 28,2023, and that my coverage will automatically terminate if they do not receive my premium payment for the total amount due within the 31-day. It said my grace period ends on May 3,2023. In order to keep my coverage. I made a payment on ***** 28,2023 Friday in the amount of $83.67 the confirmation number is ********** which was given to me over phone when I paid with my debit card. I called on July 19,2023 Wednesday to talk with someone because I had not received billing statement. I was told that my insurance had terminate because the person who took my payment over the phone on April 28,2023 Friday did not update it and didn't put it in the system. She also said she would it into the system so that would be corrected and that a message would be sent to the back office as well as someone will call me to take my next payment. I called again on July 25,2023 Tuesday, the lady I talked to said she would send another message to the back office. She ask for my email and phone number and said someone will contact me by email or text message, no one never did.I call on August 1st, 2023 Tuesday, talk to a lady who she would schedule a call back today for a supervisor to call me back to take my next scheduled payment and update and straighten out the problem with the payment I made on April 28,2023 Friday which was never updated in the system. No one never called. I call back again on that same day August 1,2023 Tuesday about 4:25p.m. , talk to man. Told him all the time I call and that I had been waiting for a supervisor to return my call. He said that he did not see that it was noted anywhere in the system that I had been calling about this problem. There has not been any update. He said it only shoi call on April 28,2023 Friday when I made the payment. I called again this morning August 2,2023 Wednesday about 7:59a.m. , in the morning waited on hold for about 45 minutes and was hung on me.
Business Response
Date: 08/17/2023
Dear Sir/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
Business Response
Date: 10/02/2023
Tracking ID: **********
Complainant: ****** **********

Dear Sir/Madam:
This is to advise you that ****** ********** concern related to her premium payments has been resolved. The customer was notified and satisfied with the outcome.
Sincerely,
***** ************
Senior Manager, Executive Correspondence
Initial Complaint
Date:08/02/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I obtained Cigna medical health insurance through the **********.gov marketplace. I find their billing practices with customers to be predatory and unethical. After enticing one to sign up for autopay with ads for wellness points redeemable for cash, come to find out that the reason the reward has been stuck processing for months is because that is only if the autopay is through a bank account, not a credit card (not disclosed until contacting customer service). Cigna does not allow you delete your payment method online once autopay is set up, so you have no way to cancel. I tried at least altering the expiration date so the information would be incorrect and they would have to cancel it or contact me, and instead it was somehow put thought and over-drafted my credit card account for the second time. I did not receive notice of this until 4:24 AM 8/1, via email. However, I had already changed insurance plans through the healthcare.gov marketplace to an entirely new provider on 7/30. Hence, Cigna charged the premium for Aug., a month I do not have insurance through them. When I clicked the payment confirmation email they did not send until today to log in as it instructed, my online account says that very thing, "You have no active medical insurance plan" (paraphrased). So, I can not access billing, see how I was charged, or do anything to ensure it won't happen again or that I will be refunded. I have disputed the claim through ***** bank, my credit card company, but that will take time and I am now out that money, after already paying the premium for my new insurance plan through another provider. I want Cigna to not only refund this erroneous charge ASAP, but change their unethical practices. They need to employ truth in advertising and clearly state the parameters on their autopay and wellness rewards adverts. I also want them to change their predatory and unethical practice of making it impossible for customers to remove payment methods or cancel their autopay.
Customer Answer
Date: 08/18/2023
Since originally submitting my complaint, Cigna has continued to attempt to charge my card for both the premium for a month I do not have coverage with them and a prescription, even after confirming cancellation of services prior to those dates. I attached an email from Cigna to me 8/3 confirming cancellation of services 7/31, aka no coverage for August. Then, an email from Cigna to me 8/11 stating that they had tried charging the August premium again 8/9 without success (I already contacted my credit card company ****** Bank about this complaint for a formal dispute and refund) and asking for payment claiming it was overdue, days after sending the confirmation letter. Lastly, an email from Cigna to me 8/13 from their mail-order pharmacy department through ******* ******* claiming they couldn't send a prescription order placed on 8/13 (which I did not do), nearly two weeks after termination of my services per their prior email, and halfway through a month I do not have coverage with them. Of course, when I click the link in their email stating "for information about your order, log in anytime" only to get the error message in the screenshot I attached. I can not see or change anything at all to prevent them from continuing to try and charge my card.
Business Response
Date: 08/21/2023
Customer: *****************************
Tracking ID: **********
Dear Sir or Madam:
Cigna is reviewing this matter and will be working directly with the complainant to resolve the inquiry. We will notify your office of the outcome upon completion.
Sincerely,
**********************************
Senior Manager, Executive Correspondence
Initial Complaint
Date:08/01/2023
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.
Re: Auth ************ denial I have a fracture in my spine, along with a calcified cyst causing neurogenic claudication. The pain and neurological symptoms are unimaginable - and progressive. 7/19/23 Auth for spinal fusion, cystectomy, and allograft was denied requesting "more information". My doctor's office immediately sent duplicate clinical notes. 7/26/23 Denied again. Now they are requesting my smoking status and name of the specific graft. information that was in the clinical notes. 7/26/23 Doctor's office faxed the information again (that was already contained in the clinical notes) and *confirmed receipt* with Cigna 8/1/23 I called Cigna and was told that they just received the information on 7/31/23. Either they lied on the 26th or are lying on the 1st. I now have to wait another 10 days for my authorization to be reviewed. 10 days is a long time when you cannot watl/sit/stand/lay down, every movement causes pain, and you are intermittently incontinent. Whether they are intentionally dragging their feet, are illiterate, or are simply inept, I do not know. My guess is they really don't wish to pay for this surgery. I am requesting that the information provided by my doctor's office (smoking status and allograft name) be reviewed immediately. Cigna has dragged their feet for weeks with the approval for my spinal fusion and cystectomy - all the while, my neurological symptoms and pain have been worsening. They have the information. In triplicate. Not to mention, this information could have easily been obtained by reaching out to my doctor's office with a 5 minute phone call. Better insurance companies do this for their members. Cigna is not in the business of providing compassion- they aren't even in the business of reading and comprehending submitted medical requests.
Business Response
Date: 08/22/2023
This matter has been resolved. A letter has been mailed to the member regarding the authorization.
Initial Complaint
Date:08/01/2023
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 had root canal therapy done by ********************* and I ended up with 2 infections and lost my tooth not to mention all the pain I was in. I was issued a refund and Cigna sent the check to *********************. ****** office called Cigna and told them they were shredding the Check. Cigna did nothing. My wife called and they said they would send the reimbursement that was almost 3 months ago. My wife calls back and they rerouted it to the wrong place again!!!??? A manager called and said he would take care of it and over night it and call back the next day and there has been no calls! This is the most pathetic insurance we have ever dealt with! They still arent paying what they are obligated too! The money came out of our HRA. They are intentionally delaying this! They should be sued for all the ignorance and time we have wasted!
Business Response
Date: 08/23/2023
Payment issued to customer on 08/22/23. This matter has been resolved.
Initial Complaint
Date:07/26/2023
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.
On May 18th, 2023, I had dental work done. on the 19th of May 2023 we submitted an insurance claim, that we had to fax over the same information 6 times, and email 5 times we have records of each. On the form the dental office which did the surgery stamp at the top of the form they do not accept check or any type of payment the patients paid for the services render, and all payment should go to the patient. It took them until May 31 to confirm the received the forms, On July 4th they sent a check to the dental office which they received July 14th. We called them (by now we don't know trust the company practices) and talked to at least 5 different customer service reps before we talked to a supervisor. Which he informs me that our case will be expedited since they made many mistakes. He gave us a timeframe of 10 days, before the new check will go to the right address and made out to policy holder's name. Again, since this company has showed us by this time to follow up ourselves, we did just that and now we are getting the run around from everything 60 days to notes on the account is not reflecting any information. It seems like they are intentionally trying to delay our claim.
Business Response
Date: 08/07/2023
August 7, 2023

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

Customer: *******************************
Tracking ID: **********

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
Business Response
Date: 08/22/2023
This is to advise you that **** ******** concern related to his dental claim has been resolved. The customer was notified and satisfied with the outcome.

Sincerely,
***** ************
Senior Manager, Executive Correspondence
Initial Complaint
Date:07/25/2023
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.
We have Cigna health insurance for our whole family, and this complaint is in regards to my son. He has treatment once per week for a service specifically covered through our insurance, the provider is out of network, so the way that this works if we personally pay 100% of the charges, then submit a superbill to Cigna for them to pay us back the 70% that our insurance plan states they owe. Now about hald the time they have done this and the other half they deny the claim and then give me the runaround. I have called customer service no less than 20 times, and each time it takes about an hour only to hear how they submitted it for further review and someone will call me back within 10 business days-- fast forward passed that and no one has called, so I call again, and this process has been ongoing now for MONTHS. I have lost so much time trying to have them make this corect, and at this point they owe me hundreds if not thousands of dollars. I feel like they are just giving me the run around because they don't want to pay which is so WRONG.
Business Response
Date: 08/07/2023
August 7, 2023

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

Customer: ****** *******
Tracking ID: **********

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: 08/08/2023
[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: they are NOT helping me. I have called many many times and I am always told someone will call back with a resolution and no one calls back.

Regards,

****** *******
Initial Complaint
Date:07/20/2023
Type:Sales and Advertising 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.
This company calls me multiple times daily with robo calls and provides no means of opting out of these calls. They are calling about small business/self-employed services and I am neither. When I took the time to listen through the automated recordings to get a live agent, they promptly hung up on me.
Business Response
Date: 07/31/2023
July 31, 2023

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

Customer: **** ******
Tracking ID: **********

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
Business Response
Date: 08/22/2023
July 31, 2023
Dear Sir or Madam:
Cigna is reviewing this matter and will be working directly with the complainant to resolve the inquiry. We will notify your office of the outcome upon completion.
Sincerely,

Senior Manager, Executive Correspondence
Business Response
Date: 08/22/2023
August 9, 2023

Dear *** *****:

This is to advise you that **** *****s’ concerns regarding robocalls from Cigna have been answered.
The customer was notified by a formal resolution letter dated, August 8, 2023, which was sent to the address given in his Better Business Bureau complaint.

Sincerely,
Office of Senior Leadership Escalations
Initial Complaint
Date:07/20/2023
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 owes me $1,100 for paying out of pocket for a procedure that is covered by my plan. The procedure was done in Jan. 2023. I have yet to receive the check, I have called everyday for the last two weeks looking for my check.
Business Response
Date: 07/27/2023
July 27, 2023

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

Customer: ***********************
Tracking ID: **********

Dear Sir or Madam:
Cigna is reviewing this matter and will be working directly with the complainant to resolve the inquiry. We will notify your office of the outcome upon completion.

Sincerely,

**********************************
Senior Manager, Executive Correspondence
Initial Complaint
Date:07/19/2023
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 signed up for Cigna Dental member number ********* after speaking with *********************** on June 13th 2023 for a policy that went into effect on July 1, 2023. She said that there would be no waiting periods as long as I had dental coverage for 12 months prior. When I signed up online I indicated the prior insurance companies. Then when I asked my dentist to send Ciga a Prior Auth the dentist told me that I had a 12 month waiting period on Major Restorative Services. I called Cigna today July 19, 2023 to try and correct this and I would like someone to look into it. I have had continuous dental coverage that has included major restorative services since 12/24/2021 and this was verified by Cigna. They called my Provider ***** Dental and confirmed that I had their service from June 1-310th of this year and **** ****** and confirmed that I had their services from 12/24/2021. At Cigna, I last spoke to ***** who said that she would put into a request and it will take 3-5 days - REquest # ****
Business Response
Date: 07/20/2023
July 20, 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

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Cigna is NOT a BBB Accredited Business.