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:06/02/2023
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.
On 10.07.2022 while walking in local park (10 min drive from home) I lost conscience and fainted. My husband called 911.The Town of ******* ambulance arrived and drove me to local hospital. We got bill for $1695. CIGNA paid only $267.59. I called them on 12.20.2022 and they promised to negotiate the bill on my behalf or pay 90% of remaining sum and told that it would take 45 business days. On 01.20.2023 they paid another $123, told me to pay $644.49 and that case was resolved. However provider continued sending me bills for remaining $650.I called CIGNA on 02.17.2023, they promised to investigate and set deadline for 45 business days. On 06.01.2023 the case was still unresolved and status is unclear. Their representatives give confusing information, break deadlines and cannot make decision. I continue getting bills from provider. Health insurance company has to pay ambulance bills according Massachusetts General Law Chapter 176G, section 5. Claim#/ID *************/********* Account # EPAM ******** ***** *******
Business Response
Date: 06/20/2023
June 20, 2023

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

Complainant: *****************************
Tracking ID: **********

Dear **************:
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: 07/07/2023
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

*****************************
Initial Complaint
Date:06/01/2023
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 received a letter April 2023 from Cigna stating that coverage for our daughters *** ****** diabetes supplies was being denied. Since then I have been working with 6 different people to get it fixed, been on the phone for 10+ hours. The reason "Cigna" say she's being denied is "because she is not on insulin" and they need more "clinical notes" to show she is. She has been a Type 1 Diabetic for 13 years and has been on insulin since that time - she wasn't even 2 years old when diagnosed. The silly thing is, Cigna covered all these supplies for her 3 years ago when we were previously on Cigna. Our doctor has called Cigna, spent over an hour of his busy time to only be told to send in additional documents.Which he did and said this was the 2nd time he did so.And then a few days after that, I had to fight to have our health plan administrator get through to "Cigna" to check up on what our daughter's doctor sent, to only be told it will take 60 days (because they are so backlogged, they say) for them to go through the faxes her doctor sent containing the same info, "clinical notes", he's already sent before that shows she needs insulin and a ****** *** and the supplies.The people we call on the Cigna denial letter (we were told a month and a half into this process that we are dealing with a "3rd party company" through Cigna when we call) told us that this denial was done "electronically" so they can't tell us what was missing from her "clinical notes"; they also can't tell us if it's being processed or what we need to do to get it processed now that the doctor sent documents. We are then told we can't personally talk to the pharmacy review person. They say to do a Peer to Peer but that got us nowhere. We know this is a common occurrence with Cigna as we can read on BBB's reviews and find articles about claims being denied. There have been many times when this ****** *** alarm has alerted us to our daughters extreme low blood sugars.
Business Response
Date: 06/19/2023
June 19, 2023
Dear *** *****:
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:06/01/2023
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.
Hello-- my daughter is receiving orthodontist treatment. We have not received timely reimbursement from Cigna. Over the last 5 months I have been told differing information which has been incorrect. All chat transcripts are available for review.12/29/2022 Chat with *******-- advised there would be $1500 reimbursement. Nothing mentioned that the payment would be made in installments.1/24/2023 Chat with ******. He advised no claim had been received. (DOS was 12/27/2022. Submitted by the orthodontist 1/10/2023.1/26/2023 Chat with *******. She confirmed the claim actually was received. She noted payments would be made in installments over the course of treatment. A January payment of $576 was being made. Next payment would be in April for $305.34.4/5/2023 Chat with *****. She advised the check will be sent in April but she didn't have an exact date. She advised if payment was not sent Cigna would escalate the claim to get it corrected.5/9/2023 Chat with ******* (who was rude!). He advised payment would be made in May, not April.5/31/2023 Phone conversation with ****** (he advised it was a recorded line). He advised because two claims were received no payment had been made. When I expressed frustration over the lack of payment as well as the differing answers each time I spoke with someone he advised a manager/leader was unavailable and I would receive a callback. I did not.This is atrocious, unethical and misleading. This company should not be in business if they cannot be held accountable for payment of claims and information provided to policyholders.
Business Response
Date: 06/26/2023
Cigna is reviewing this matter and will be working directly with the complainant to resolve the inquiry.
Customer Answer
Date: 07/06/2023
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

*******************************
Initial Complaint
Date:05/30/2023
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 have called 6 TIMES and they still have not processed my claim. It is a simple $35 reimbursement for a rapid covid test taken at a pharmacy. Not rocket science. The claim under Zois ref# was **** then changed to ref #****. The last time I called the SUPERVISOR swore it was escalated and that someone would get back to me in a few days. And again NOTHING. This is pathetic. I submitted this claim for reimbursement in 2022. They sent letter needed code. I provided that code and called over and over and over again. Send me my $35 reimbursement already this is infuriating. ID#***********
Business Response
Date: 06/08/2023
June 08, 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: 06/23/2023
June 08, 2023
Dear Sir/Madam:
This is to advise you that ****** ********s concern related to a claim not processing has been resolved. The customer was notified and advised of the outcome.
Sincerely,
Senior Manager, Executive Correspondence
Customer Answer
Date: 07/13/2023
THE COMPLAINT WAS PREVIOUSLY FILED HOWEVER BBB CLOSED IF BECAUSE CIGNA SAID IT WAS FIXED. Complaint ID: ******** It has been ANOTHER MONTH and I still haev not gotten my check. This is borderline fraud. I have a letter from ***** ************ Senior Manager that the problem with my claim not processing was fixed. ANOTHER MONTH AND I STILL DO NOT HAVE MY CHECK. I have wasted over 5 hours on this ridiculousness. Process my claim and now you should pay me for my excessive time. I am so MAD.
Business Response
Date: 07/26/2023
July 13, 2023
Dear Sir/Madam:
This is to advise you that ****** *******’s concern related to a claim that was not paid has been resolved. The claim previously applied to the deductible and has now been
reprocessed to pay the customer. The customer was notified and advised of the outcome.
Sincerely,
Senior Manager, Executive Correspondence
Initial Complaint
Date:05/23/2023
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 submitted an out of network claim to Cigna for reimbursement - the first receipt from my Dr had an error on it and I followed the instructions of a Cigna representative who filed for that receipt to be canceled and after that I submitted a corrected claim as instructed. The visit on March 16, 2023 was $500 (paid in full at time of service) and this amount is on the invoice - in Cigna's system this receipt shows as $275 billed by the doctor, which is incorrect as it was clearly written $500 paid in full. I called at least 5 times over the last two months and spoke to many representatives. I got a phone message today from Cigna that the issue was resolved - which it is not - nothing has changed - the incorrect amount still shows online and I have not be reimbursed for the full amount. I would like this error to be corrected and to receive the reimbursement of the corrected amount.
Business Response
Date: 06/07/2023
Complainant: ***************************
Tracking ID: **********
Dear **************:
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: 07/06/2023
I was only notified that the business was working on it. The case is not resolved - can you re-open it?
Thank you,
********
Business Response
Date: 10/30/2023
Dear Sir/Madam:
This is to advise you that on August 09, 2023, a letter was sent to ******** ***** of the review and resolution of the claim in question, along with a detailed list of the charges applied to her 2023 in and out of network deductible as of the date of the letter.
Sincerely,
***** ************
Senior Manager, Executive Correspondence
Initial Complaint
Date:05/17/2023
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.
Cigna's delayed processing of medical claims. When my deductible is not met - the turnaround time is less than 8 days - as they don't have to reimburse the insured. However, I have noticed, now that I met my deductible and they have to reimburse me - they are delaying the processing of the claim. This has happened in the past. I have reached out to the company and they still haven't processed the claim. Additionally, they are not covering lab work - ordered by a physician in-network and performed at an in-network facility. This is disgraceful and is happening - i am sure - to millions of people who don't have the resources/time to complain.
Business Response
Date: 05/17/2023
May 17, 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: 06/22/2023
May 30, 2023
Dear Sir/Madam:
This is to advise you that ******* *****’s concern related to a claims reimbursement has been resolved. The member was issued the reimbursement on 5/10/2023. The customer was notified and advised of the outcome on 5/19/2023.
Sincerely,
Casie H***********
Senior Manager, Executive Correspondence
Initial Complaint
Date:05/16/2023
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.
On 07-06-22 I went to my dentist because my rear anchor tooth of my 3 crown bridge had cracked. The tooth had to be extracted and the bridge had to be sectioned leaving me missing my back 2 teeth. My dentist placed 2 implants to replace the back tooth and the middle tooth that was bridged. Another bridge was not an option as my dentist told me you can"t put a bridge from a natural tooth to an implant. Cigna paid their part of the extraction and the sectioning but denied coverage for the implants after 3 1/2 months of phone calls on my part. My dentist is in network and implants are a covered procedure. Cigna said since I have 2 back teeth missing on the other side of my mouth that they are not going to cover the implants and that they think I should have gotten a partial denture instead and have made no further payment. My dentist and myself strongly disagree. I want to be able to chew food with my back teeth again and not worry about damaging my front teeth and this is why I have dental insurance. I don't think it is proper for cigna to dictate my dental care. I have filed an appeal and it was denied and my dentist has also filed I believe 2 appeals which were also denied. My dentist has requested a peer to peer meeting with a Cigna dentist and has been getting a run around on that. My maximum benefit is only $2000 a year. I would like Cigna to cover my implants with my remaining benefits. Per my EOB from Cigna "$646.60 has been applied towards your $2,000 in network individual maximum" so $1353.40 could be applied to pay for part of the implants. I have already paid the Dentist My part of the bill.
Business Response
Date: 05/30/2023
May 30, 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, Manager,Executive Correspondence
Customer Answer
Date: 06/24/2023
[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 called me and continued to deny the claim based on that when the dentist sectioned the bridge I had 4 teeth missing on the bottom arch at that point in time and should have gotten a denture which the dentist said would not have worked because I only have back teeth on side of the mouth that the failed bridge is. I want Cigna to pay something even if they have to make an exception in my case they could do it based on their untimely handling of my claim and stringing it along only to deny it. It has now been almost a year and I still can't afford to finish my implants because of their denial.

Regards,

*********************
Business Response
Date: 07/27/2023
July 14, 2023
Dear Sir/Madam:
This is to advise you that ****** *** *****'s concern related to the denial of dental services has been resolved. The final determination letter was mailed to the customer on July 14, 2023. Cigna will not review this claim again.
Sincerely,
Cigna's Office of Senior Leadership Escalations
Customer Answer
Date: 08/03/2023
Last year when I was assigned an escalation person because of a bad review I left to a requested survey. This person was also the first person to contact me with the news that my claim was being denied for the first time. She was vey apologetic and said she had heard of instances similar to mine where Cigna would not pay for the implant for the stated reasons but would pay thier part of what a partial denture would have cost. I would like Cigna to consider how my claims experience has been regarding this matter (It's been over a year) and do this for me as well.
If Cigna were willing to do this I would consider this whole matter including my BBB complaint successfully resolved.

Customer Answer
Date: 08/24/2023
Cigna has stuck to original denial and has not offered any compromise although I was told by one of their escalation reps that this had happened in the past. Therefore I do not accept their decision.
Business Response
Date: 08/29/2023
August 10, 2023
Dear Sir/Madam:
This is to advise you that ****** *** *****'s concern related to the processing of his dental claims has been resolved. The customer was notified verbally, on June 2, 2023, the claim has been denied correctly per his plan benefits. The customer was sent a Final Determination Letter on 07/14/2023. He has been advised a peer-to-peer reviewed was conducted, the claim has been appealed, and it has been reviewed twice by dental consultants and remains denied. An alternate benefit is not an option. The claim will not be reprocessed.
Sincerely,
Cigna's Office of Senior Leadership Escalations
Initial Complaint
Date:05/12/2023
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 an accidental injury claim on March 8th with all supporting documentation , ER visits, MRI scan CT Scans and doctors visits to Cigna. They told Me that had 30 day to process it. 30 days goes by nothing. I call. They tell yes they have it but it hasn’t been process but what they will need is my Accident report. To send that it it should be processed in a few days emailed my accident report. Waited a week called back yeah still hasn’t been processed “ it’s should t be long, by thing point we are at 6 weeks which I explained truly is not acceptable and I would like the pesos handling my case to please call me as everting is there for them in a neat little bow. Another week goes by and nothing. I call again as they said it’s has not been looked at and not notes . I then asked to speak to a manager. She said I can escape it to a manger and a held **** call in 5 days. I said “ 5 days?” She said then will need time to look and you case and speak the person assigned to you case and see what is going on. That 5 days was up on Monday of this. I tried to give them the benefit of the doubt here but by today I knew no one was calling. I called back and the told me no one has looked at my case and that he will put in another request for management to call me. They are obviously not going to call me . All I am trying to do is get my claim processed and get some as weed and all of have gotten is lies and the run around. 30 days and then into 9 weeks, and that Few days has turned into weeks. I need help.
Business Response
Date: 05/17/2023
May 17, 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: 05/26/2023
May 18, 2023
Dear Sir/Madam:
This is to advise you that *** ******’s concern related to a critical illness claim has been resolved. The customer was notified and advised of the outcome.
Sincerely,
Casie H***********
Senior Manager, Executive Correspondence
Initial Complaint
Date:05/12/2023
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.
CIGNA cancelled my insurance for three months nonpayment of premiums AND then bars me from re-enroling in special enrollments. Why ban its customers from dental enrollments because os non-payment for this? To punish them? Or are they weeding out customers they don't want back? This s should not have happened. My premiums are on autopay and CIGNA has managed to s**** that up twice this year and twice the previous year. I was just on CIGNA and found an issue, paid the account to make it current, and paid one month in advance to be sure wouldn't be a problem. I updated the autopay information which they had problems with. This should hot have happened and I do not understand how it COULD happen. I picked CIGNA from the benefits management company for **** and paid it out of my HRA. CIGNA messed that up and no the management company has no record of me having CIGNA for dental. This is CIGNA's fault and might be a bigger problem than I thought. I have also been dealing with CIGNA taking me off last year's plan, without notification or my authorization, and putting me on a worse plan with a lower annual payout. In doing this, all my dentists became "off network" dentists even though they all accept CIGNA and are considered network doctors on other CIGNA plans. And then, this year, every claim has been denied. CIGNA is a terrible insurance company but I want my policy reinstated immediaI want CIGNA to reinstate my insurance ASAP backdated to its date of cancellation. Once this is done, if it is possible, I would like a guarantee that CIGNA has the ability to do its part in collecting autopayments each month like every other company can do.
Business Response
Date: 05/19/2023
May 19, 2023

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

Complainant: ***********************
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:05/04/2023
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 am writing to you today with great concern over the practices of Cigna Insurance Company. I have been a customer of Cigna’s since February 2022. I have found that the company has systematically delayed payment for mental health benefits that should have been paid out. I can send you a detailed timeline of events if needed. Between October 23, 2022 and May 4, 2023 Cigna has repeatedly delayed the processing of my claims. I spoke with 11 different representatives and each one said that the claims need further time and information. I believe I have done well over what has been asked of me. I have spent well over 12 hours dealing with this issue. As a customer of Cigna I do not expect it to be this difficult to have claims submitted and paid out. I would like to file a complaint on behalf of myself but also for those who may be also dealing with this issue.
Business Response
Date: 05/17/2023
May 17, 2023

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

Complainant: *********************************
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

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Cigna is NOT a BBB Accredited Business.