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:07/14/2023
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 refuses to pay for routine tests. Saw my general practitioner on June 23 2023 and received a bill for vitamin D testing for anemia. After inquiring they said that’s not covered and that their doctors don’t think it’s necessary. I have a transcript of the chat. My complaint is that I have had anemia for 20 years, and I need this yearly testing to see where my levels are, and they refuse to pay for it even though I’ve never had this tonight in the past. That doesn’t seem right, not to cover testing for something so basic and critical. I am in a demographic that typically has higher levels of anemia, which can cause other problems with aging. Therefore their denial without knowing my history is disappointing and more so dangerous to my health.
Business Response
Date: 07/24/2023
July 24, 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
August 10, 2023
Dear *** *****:
This is to advise you that ***** ******’s concerns regarding the processing of a medical claim have been answered. The customer was notified by a formal resolution letter, dated August 10, 2023. It was sent to the address on file.
Sincerely,
Office of Senior Leadership Escalations
Initial Complaint
Date:07/14/2023
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.
Medical Claim #************* I did an ultrasound exam, it was scheduled and in network (02/15).I paid my copay in the same day. After a month I received an extra bill of $155.80 I contacted Cigna and on their chat (03/06) they said in writing that they would pay 100% for it.Now after 5 months they haven't, and are now saying that they won't cover it anymore.Horrible customer service.
Business Response
Date: 07/24/2023
July 24, 2023

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

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

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

Sincerely,

**********************************
Senior Manager, Executive Correspondence
Customer Answer
Date: 08/02/2023
[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: There is no date provided.
I escalated the issue several times.

Regards,

*******************************
Business Response
Date: 08/10/2023
August 8, 2023
Dear *** *****:
This is to advise you that ****** ******** *********’s concerns regarding his claim for the date of service February 25, 2023 have been answered. After a comprehensive investigation, it was determined the claim processed correctly per *** ******** *********’s plan's benefit design. The customer was notified and advised of the outcome by letter, date August 2, 2023.
Sincerely,
Office of Senior Leadership Escalations

Customer Answer
Date: 08/10/2023
[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: I have proof that they said it was an error on their side, and that they would pay for it.
They keep referencing the plan, but no information was provided. Just honor what you said you do in writing.

Regards,

*******************************
Business Response
Date: 09/12/2023
September 12, 2023

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

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

Dear **************:

Thank you for your patience. We can confirm that the Office of Senior Leadership Escalations answered this complaint with a formal resolution letter dated, August 2, 2023.

We explained to *** ********* that his claim processed correctly per his plan's benefit design. The claim was submitted by a radiologist, and the claim processed under the in-network Professional Services – Radiologist benefit. His plan's in-network Professional Services – Radiologist benefit states: If the charges relate to Preventive Care, there is no deductible, and the plan pays 100% of the allowed amount. If otherwise, then the following bounds apply: An individual plan deductible of $1,000.00 per calendar year, which is limited by a $5,000.00 out-of-pocket maximum. When the deductible is met the plan pays 80% coinsurance, and the patient will have assigned patient responsibility of 20% coinsurance. This is why the allowed amount of $155.80 was applied to his $1,000.00 individual deductible and was assigned as patient responsibility. Please note, this claim cannot be adjusted. Mr. Salaverry was advised of his appeal rights.

This is our final determination. Thank you for bringing your concerns to the Office of Senior Leadership Escalations.

Sincerely,

Cigna's Office of Senior Leadership Escalations
Customer Answer
Date: 09/13/2023
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: ********

I am rejecting this response because:
They are going back on what they said in wiriting.
I have their email saying that the charge was being reversed and that I didn't have to pay anything.
Just read their own email.

Regards,

*******************************
Business Response
Date: 09/19/2023
September 19, 2023

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

Dear **************:

We can confirm that **. ********** claim for date of service February 15, 2023 - $155.80, claim # *************, for radiological and imaging services processed correctly.

The claim was submitted by a Radiologist, and the claim processed appropriately under the Professional Services Radiologist benefit, as explained in the formal resolutions letter sent to ********************** on August 2, 2023.

We can confirm that on March 6, 2023, a Click to Chat Customer Service Advocate (CSA) sent the claim back to Cigna's Claim Unit with a request to adjust the claim to the Outpatient Lab & Radiology - Facility Services benefit: No deductible and plan pays 100%. The processor correctly declined to adjust the claim, because this claim was not submitted as an outpatient radiology facility services claim.

In addition, we can confirm that on July 14, 2023, ********************** was advised by a Click to Chat (CSA) that the claim had been reviewed and confirmed that the claim processed correctly.

Please note, that the Click to Chat transcripts state: This conversation provides no guarantee of benefits or payment for services under your plan.

This letter represents the final determination of this issue. Thank you for bringing your concerns to the Office of Senior Leadership Escalations.

Sincerely,

Cigna's Office of Senior Leadership Escalations
Customer Answer
Date: 09/22/2023
[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 SAID IN WRITING THAT THE CHARGE WAS NOT CORRECT AND THA THEY WERE GOING TO BE REMOVE IT.

Regards,

*******************************
Initial Complaint
Date:07/14/2023
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 was involved in an accident I mid May of 2023. I had hospital coverage thru Cigna. It had now been 8 weeks and still no resolution. I was told in the beginning that I did not have to provide anything, they would do it. After no movement and 30 days, I called and they then said, "oh no you must provide records". So I did, then they said it will be another 2-3 weeks. We'll it's been 3 weeks and they still keep saying, "it is processing". Seems to me that they hold out as long as possible so you either forget, it gets denied if you don't call, or Cigna goes out of business. I pay my premium every month, no issues. Yet, they can refuse to pay out for the service. I have bills that are late cause I was depending on them to help me with it. THATS WHY I PAID FOR THE SERVICE, SO I WOULDNT HAVE TO WORRY ABOUT BILLS. Yet, here I am.
Business Response
Date: 07/19/2023
Cigna is reviewing this matter and will be working directly with the complainant to resolve this inquiry.

We will notify your office of the outcome, upon completion.

Sincerely,

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

Senior Leadership Escalations

Customer Answer
Date: 08/06/2023
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: ********

I am rejecting this response because:
I have not received the correct resolution as of yet. The company keeps saying it will be reviewed in 3-4 weeks.

Regards,

***************************
Business Response
Date: 09/12/2023
Cigna is reviewing this matter and will be working directly with the complainant to resolve this inquiry.
We will notify your office of the outcome, upon completion.
Sincerely,
*********************
Senior Leadership Escalations
Business Response
Date: 09/22/2023
This is to advise you, reject Complaint ID # ******** regarding ******************* claim concern has been resolved.

On 09.11.2023 ********************** confirmed he received his reimbursement and stated everything is good to go now.

Thank you,

*********************
Initial Complaint
Date:07/10/2023
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
i filed a claim in April and i have heard nothing regarding claim I can only call 800 number which has no information on claims. Website is not updated I cannot speak to anyone. They have me on hold for an hour with no answers because they will not tranfer me to anyone in claims I am to call back they send messaages but I get no calls
Business Response
Date: 07/13/2023
Cigna is reviewing this matter and will be working directly with the complainant to resolve the inquiry.
Initial Complaint
Date:07/06/2023
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.
Subject: Complaint Regarding Delayed Processing and Reimbursement of Dental Claim for my Son I am writing to express my deep concern and frustration regarding the delayed processing and reimbursement of a dental claim for my son under our Cigna dental coverage. The claim in question relates to orthodontic trays, a service that our policy clearly states is covered at a rate of 50% with reimbursement. The service was performed in January 2023, and I filed the reimbursement claim with Cigna in February 2023. Since filing the claim, I have diligently followed all the instructions provided by the claims representative. I have submitted all the necessary documents via mail, fax, and email, as requested. I have maintained thorough documentation of all conversations and interactions with multiple Cigna advocates throughout this process. However, despite my efforts and compliance, the claim has not been processed or reimbursed to date. This delay in processing and reimbursement has caused significant inconvenience and financial strain for our family. We had relied on the coverage outlined in our policy and expected a timely resolution of this claim. Unfortunately, the lack of progress in this matter is deeply concerning. I kindly request immediate attention to this issue and a prompt resolution of my son's dental claim. I urge you to conduct a thorough review of the submitted documents and adhere to the terms outlined in our policy, which clearly state coverage for orthodontic trays at a 50% reimbursement rate. I expect to receive a detailed explanation from Cigna for the delay and a firm timeline for the processing and reimbursement of this claim. Should this matter not be resolved satisfactorily within a reasonable timeframe, I may be left with no choice but to escalate this complaint to the appropriate regulatory authorities ie: the Texas Insurance Commissioner.
Business Response
Date: 07/13/2023
July 13, 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
Business Response
Date: 08/02/2023
We are currently still working to resolve this concern. The member has been made aware this concern is still open and under review as we are waiting for additional information from the provider. We will provide resolution once completed.

Sincerely,

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

Senior Leadership Escalations
Initial Complaint
Date:06/30/2023
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.
Today I had the worst phone call with a Cigna agent today who was very rude and unhelpful. He continued to speak over me and belittle me. I have called several times in the past to get help with a Claim with service date of May 23, 2021. I have not been able to get any reconciliation from the provider or Cigna. I was told Mutiple times in the past by Cigna the claim was paid out. I was given a surprise bill 18 months after the service date by the provider. Texas law sates no surprise billing after 11 months. I am trying to solve this issue as the provider has now initiated collections services for the bill and will not speak to me or insurance. Cigna never called to rectify or explain the mistakes they made with this claim. I have paid my portion of the bill and it was a $0 balance due for 18 months. Then I got a surprise bill and I am getting no help from Cigna.
Business Response
Date: 07/13/2023
Cigna is reviewing this matter and will be working directly with the complainant to resolve the inquiry. We will notify your office, of the outcome, upon completion.

***************************
Senior Leadership Escalations
Initial Complaint
Date:06/27/2023
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 received a routine yearly check up covered under my plan. But had to pay out of pocket due to job loss and temporary suspension of my plan. But my plan was still active. I wan to receive a reimbursement for my claim. The reason I'm filing is because the service was provided 6 months ago and they've dropped the ball at every turn. I had to call them, email and chat with them more than a dozen times and got promises that it will be resolved any day now, for months.
Business Response
Date: 07/12/2023
July 12, 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: 08/03/2023
Hi,
The complaint hasn't been resolved. I've talked to representative from CIGNA but they haven't been able to find a solution.
I'm yet to receive my reimbursement.
Best,
Business Response
Date: 08/23/2023
August 22, 2023
Dear Sir/Madam:
This is to advise you that ***** ********’s concern related to reimbursement of a claim has been resolved. This issue was already reviewed and the resolution stands.
The customer was notified and advised of the outcome.
Sincerely,
***** ************
Senior Manager, Executive Correspondence
Initial Complaint
Date:06/26/2023
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.
My insurance company Cigna is not paying the amount I was told they would pay. I called ahead to make sure what they covered as the conselor I was seeing is out of network. The representative on the phone said my out of network deductable is $500.00 and then the insurance would pay 60% after that. I have paid a total of $870.00 and they do not consider my deductable paid because they determine how much they are going to pay the counselor. So if they charge me 210 dollars a visit and the insurance says they are only going to pay 110 then take 60% off of that and apply it to my deductable. That is wrong. That is not how it was explained to me or I might have not chosen to go out of network. This is why people do not get the mental health care they need is because insurance doesn't not want to pay what they rightly should.
Business Response
Date: 07/13/2023
July 13, 2023

BBB
1411 K St. NW, 10th
Floor
Washington, DC
20005-3404

Re: Customer: ******* ********
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: 07/19/2023
July 18, 2023
Dear Sir/Madam:
This is to advise you that ******* ********’s concern related to the processing of her out of network claims has been resolved. The customer was notified via telephone the claims processed per her plan’s benefits. She was given proper information concerning her benefits prior to receiving them.
Sincerely,
Cigna's Office of Senior Leadership Escalations
Customer Answer
Date: 07/19/2023
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: ********

I am rejecting this response because: We did not settle it. All they did was argue and refuse to admit they told me several different ways they told me my benefits went. Please see attatched. I'm the only one seeing the counselor so out of pocket deductable there saying is $250 individual. Why are they making me pay $500? How am I suppose to know they pick and choose how my out of pocket maximum will be paid. They can decide what they think how much the dr. appointments was worth paying instead of what the dr. actually billed. The person would not listen to me at all just kept repeating herself like I was a little child. Very rude.

Regards,

******* ********
Initial Complaint
Date:06/26/2023
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.
I have a Cigna ******** Advantage plan . My plan pays 100% up to $2000. I filed a claim for $124 and I only paid me back $48. They will do nothing to resolve my problem. They lied in writing and said it was resolved, but never actually did anything about it
Business Response
Date: 07/13/2023
Cigna is reviewing this matter and will be working directly with the complainant to resolve the inquiry. We will notify your office, of the outcome, upon completion.

***************************
Senior Leadership Escalations
Business Response
Date: 08/10/2023
July 27, 2023
Dear Sir/Madam:
This is to advise you that *** ********’s concern related to claim for $124.00 has been resolved. The customer was notified and advised of the outcome. I can confirm
that a resolution letter was also sent to the customer on 07/24/2023.
Sincerely,
***** ************
Senior Manager, Executive Correspondence
Initial Complaint
Date:06/19/2023
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.
Patient went into hosptial for emergency tumor excision surgery, On-call surgeon requested intraoperative neuromonitoring from his preferred provider. Neuromonitoring team is out of network with Cigna, However per the 2022 "No Suprise Billing Act". Out of network providers at an in network facility on an emergency basis are to be processed in-network at the average in-network rate (called the QPA or "Qualified Payment Amount")For nearly a year, Cigna continues to tell the provider to bill the family for a service in violation of federal law. Provider has already appealed and had claim upheld. Please get in touch and rectify this case, get it off the patient's back.
Business Response
Date: 07/06/2023
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

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