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:04/06/2023
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.
In 11/22, I applied for health insurance for my grandson. I was told there would not be a charge, because it was part of Obamacare. in 1/23, I was a past due bill for $477.00 and policy subsequently cancelled. I tried for three months to resolve this issued with Cigna to no avail. They had set up an ACH under my name. My grandson who is now nineteen is being told he has to pay his own bill. He has no means. He is a full time College Student. Cigna was aware of this when I signed him up. Now all of a sudden I need a power of attorney to pay his bill. This is ludicrous. On 3/31/23, I paid his premium. Today 4/6, I received an email stating he is past due $977.00. I am not paying for services previously terminated. The insurance has never been used. Cigna has misplaced the meaning of service. They are a horrible company to deal with, no one is on the same page.
Business Response
Date: 04/14/2023
April 14, 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:04/03/2023
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.
This is in regards to claim regarding the birth of my son on 01/03/2023 at an in-network hospital for Cigna. We paid my deductible of $600 before leaving hospital and later on started receiving out of network bills on Cigna's claim website. The cigna rep told me that "The hospital where the newborn was born is in network with your plan, this is eligible for enhancement as you have no option to choose the network participation of the provider during the service." I started reaching out multiple times to Cigna for resolution starting 02/27/2023 and they haven't been able to fix the billing issue on their side. They have given me a reference number of **** for escalation on 04/03/2023, after more than a month of chasing them. I would like the below five claims to be resolved asap to avoid me any further harassment. Medical Claim #************* Medical Claim #************* Medical Claim #************* Medical Claim #************* Medical Claim #*************
Business Response
Date: 04/13/2023
April 13, 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:03/31/2023
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.
My periodontist filed a dental claim on 2/14/23 for services I had done on 1/30/23. The claim was processed and additional information was required. The claim was resubmitted on 3/14/23 and processed on 3/24/23. I checked the claim online on 3/31/23. At that time, it stated that action was required by my doctor or myself and to see notes in the claims detail. I checked the claim details page and there were no notes, prompting me to call Cigna's customer service. I called Cigna's customer service number and spoke to Employee #******. That is the employee number she provided me to identify her and the reference number for my claim/our conversation is Ref #****. She told me I needed to wait 10-12 business days for the claim to be processed and no action was required at the time. I told her it had been that long already and the website showed it was processed on 3/24/23 but was pending information. She seemed confused and said she would double check. She came back and said it was actually pending information from my dentist and that she would call them. I expressed frustration that my claim was sitting there for the past week requiring action and Cigna made no notification to myself or the doctor. She called the doctor but could not get through and that she would try again later. I don't believe the fact that she will try again later considering she gave me misinformation and it was already been sitting with no one doing anything about it so I asked to speak to a supervisor. She told me a supervisor wasn't available. I asked for the number or email to the complaint department and she told me they didn't have one. I expressed frustration again at how poorly this was being handled and she told me they did have a complaints department but only the supervisor could give me that information. I thanked her and ended the call. I am requesting that my frustrations are addressed, my claim processed, and I am reimbursed for the up-front costs I paid to my doctor.
Business Response
Date: 04/20/2023
April 20, 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:03/30/2023
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.
Beginning 01/01/2023, my employer switched to Cigna from ****** **********. Prior to switching to Cigna, I was being treated in Physical Therapy weekly for recovery, flexibility, and strengthening following 2 lower back surgeries for Microdiscectomy and Laminectomy of the L5/S1 and L4/L5 lumbar spine. During this timeframe, I developed reoccurring thoracic muscle spasms in which was also being treated with a referral from my Neurosurgeon. An MRI was requested by my doctor in which was declined several times, until I got my employer involved. They then approved the MRI. However, the authorization request to continue Physical Therapy is also being declined. With my history of back trauma, medications, physical therapy, and the reoccurring spasms, I am not understanding why there continues to be resistance from Cigna. These issues did not occur when approvals were requested through ****** **********. The only reason I can see for denial would be based on annual revenue numbers for Cigna and not patient care. There is no evidence to support a denial of treatment needed for my recovery and quality of life. Especially when these treatments are being requested by my Neurosurgeon and Physical Therapist. Cigna has been denying requests since the beginning of the transfer to them 01/01/2023. They stopped approving authorizations for physical therapy this month. They have not provided any evidence of why treatment is not necessary. I have records of all Physical Therapy treatments dating back to 2019, a list of all medications prescribed by my doctor for relief of these spasms, and documents of surgical history. This is a direct attempt for Cigna to save money with no regard to patient care. pain relief, or quality of life. Hoping this can be resolved, but unfortunately, will probably require escalation. At this point, I have lost all faith in Cigna for my care.
Business Response
Date: 04/20/2023
April 20, 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:03/24/2023
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 a procedure done on Jan 1 for an *** due to having a previous ******* *********. It was a traumatic event and I thought I was getting ahead and preventing another one from happening by getting checked out. Cigna denied the claim because it was billed as unexplained infertility. I knew I did not have fertility coverage but did not know it would be billed that way. I tried to explain to Cigna that this was done as a precaution due to my history and was told that it could happen again. The rep said even though this was a preexisting condition, I did not have infertility coverage. I talked to my doctor and she resubmitted the claim as tubal obstruction and again it was denied. This time I was told that it was because the doctor used the wrong code. The rep said he was not allowed to tell me the code. But the next rep I talked to told me it was billed as chronic *********** and ********** and is still considered infertility. So my issue is why was I told it was a coding error on the providers side then that it was actually because it still considered an infertility issue. I dont see this as an infertility issue considering I had this before and wanted to take preventative measures to avoid it from potentially happening again. I would like for Cigna to approve this because this is a preexisting condition and I was just trying to save myself from going through another traumatic emergency surgery.
Business Response
Date: 04/04/2023
April 4, 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
Customer Answer
Date: 04/14/2023
[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:

No one has reached out to me from Cigna as of yet. So I am still waiting to hear from them in resolving the issue.

Regards,

*******************************
Business Response
Date: 05/02/2023
May 2, 2023

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

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

Thank you for your patience.

We can confirm that Cigna is diligently working this complaint, and the consumer will be notified when resolution is reached.

Thank you.

Sincerely,

Cigna's Office of Senior Leadership Escalations
Customer Answer
Date: 05/03/2023
[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:

A resolution still has not been made, so I am waiting for Cigna to continue their research into the issue
Regards,

*******************************
Business Response
Date: 05/22/2023
May 22, 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 a formal resolution letter was sent to **************** at her address on file.

Sincerely,

Cigna's Office of Senior Leadership Escalation
Customer Answer
Date: 05/24/2023
[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:

I have not received the official letter from Cigna with a resolution yet. I am unable to accept or reject until I see the contents of the letter. The document attached does not provide any resolution and only states that a letter was mailed out.

Regards,

*******************************
Business Response
Date: 06/21/2023
June 21, 2023

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

Re: Customer: *******************************
      Complaint ID: ********

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

Cigna completed a comprehensive review of ****************** Better Business Bureau Complaint under complaint ID # ********. We can confirm that a formal resolution letter was sent to **************** on May 22, 2023, to the address on file: **************************************************************. We can confirm that a second resolution letter will be sent to **************** at the aforementioned address.

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
Initial Complaint
Date:03/24/2023
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 for dental visits for October 27, 2022 for two family members, ***** and *****. They were both denied with a note, "NX-Benefits are not provided for service(s) performed after the claimant's termination date." I have paid the premiums for both of them each month and have proof that Cigna took money out of my bank account each month as payment for both their coverage since October 2015. I called them two seperate times weeks apart and spoke to several different departments and no one has been able to help resolve this issue. They just transfer me to a different department over and over keeping me on the phone for long periods of time with no help whatsoever. One person I spoke to sent this information to the "eligibility department" and gave me a reference number to the phone call: **** and a promise to call back once the issue was resolved. However, I have not received any calls with any updates. When I called last time with the reference number, they had no idea what that reference number was or if anything was being done to resolve this issue. Also, in one department I was told that everything was correct in the system showing ***** and ***** have had coverage since October 2015 with no breaks in their coverage and that all the premiums have been paid, but in other departments they tell me that it says their coverage was terminated from, I believe, 2019-2022, even though they have been covering claims for ***** and ***** during that time period. Randomly, I received new insurance cards in January 2023 saying ***** and ******* coverage effective date 1-1-2023 which is totally incorrect. I wish them to resolve all the issues in their systems, keep me updated, improve their customer service, and cover the claims from October 27, 2023 as I have faithfully paid my premiums all these years since 2015.
Business Response
Date: 03/31/2023
March 31, 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,

Casie H********************
Senior Manager, Executive Correspondence
Initial Complaint
Date:03/23/2023
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 submitted claims on Cigna's website on February 9th, 2023 for claims in the 2022 policy year. As of 3/23/23, Cigna still has not reimbursed for my portion of the coinsurance. I have followed up in writing and used their customer service chat on their website.I dont want to submit my claims information to a public forum but can confirm my information is listed on the cigna website along with date of submittal.This is the second time this happened with Cigna after they owe money.
Business Response
Date: 03/28/2023
March 28, 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,

Casie H**************
Senior Manager, Executive Correspondence
Initial Complaint
Date:03/22/2023
Type:Order 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.
Cigna refuses to accept the documents I have submitted as POA for my mother. Additionally they have refused to stop withdrawing money from my mother's fixed income. My mother does not need a supplemental plan and they refused to let me cancel this useless policy. They refused to help me via phone or fax. I want a refund for every installment payment that was made once she was qualified for ********* I have been touch with her caseworker as well as my attorney.
Business Response
Date: 03/28/2023
March 28, 2023

Better Business Bureau
1411 K ST NW, 10th Floor
Washington, 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
Customer Answer
Date: 04/04/2023
[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:03/17/2023
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.
We purchased a ******** Policy from Cigna for my Husband at within the signup period. The price was $24 dollars a month. When we received the first bill we were accessed a $7.20 monthly late sign up fee for prescription drugs. We did not sign up late. He has had continuous coverage since 2016. NO ONE at CIGNA will address this. Their call center is in several different countries, so I keep getting passed all over the world, and kept on hold for hours. They need to get the billing correct, and they need to do it now.
Business Response
Date: 04/20/2023
April 18, 2023
Dear Sir/Madam:

Express Scripts is reviewing this matter and will be working directly with the complainant to resolve the inquiry. We will notify your office, of the outcome, upon completion,

Sincerely,

Casie H***********
Senior Manager, Executive Correspondence
Initial Complaint
Date:03/17/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased 8 COVID at-home test kits over the counter on March 5, 2023, and submitted the receipt via www.cigna.com using their COVID test reimbursement form. The claim never showed up on Cigna.com, so I spoke with customer support on March 13, who told me Cigna never received it. I re-submitted the claim per instruction on March 13. The claim still doesn't show up when I log in to my account on Cigna.com.
Business Response
Date: 04/12/2023
April 12, 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,

Casie H****************
Senior Manager, Executive Correspondence
Business Response
Date: 04/13/2023
April 12, 2023
Thank you for bring your concerns to the attention of the Executive Office at Cigna.
Dear *** ****:
I want to let you know that I received an email from the Better Business Bureau on April 12, 2023 regarding your claim for COVID-19 Over-the-Counter (OTC) test kits purchased on March 5, 2023. I am part of the Senior Leadership Escalations team. My job is to look into the concerns Cigna customers bring to the attention of our president and senior leadership.
On behalf of Cigna, I sincerely apologize for the inconvenience and frustration you have experienced. I would like to share with you my findings.
• Claim number ************* was received on March 5, 2023. The timeframe for processing of this type of claim is 10-15 business days. It can take up to 48 hours to then issue any reimbursement.
• Your claim processed on March 23, 2023. Check number ********* in the amount of $94.77 was issued on March 25, 2023. It is showing cashed as of April 10, 2023.
Questions or Concerns?
Please contact customer service at the number of the back of your card or you may use the chat feature on your MyCigna.com account.
Sincerely,

Winona C.
Senior Leadership Escalations
Customer Resolutions for the Office of The President and CEO
Customer Answer
Date: 04/15/2023
[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,

*******************
Business Response
Date: 04/20/2023
April 18, 2023
Dear Sir/Madam:

This is to advise you that ***** ****’s concern related
to receiving reimbursement for Covid Tests has been resolved. The customer was notified and advised of the
outcome.

Sincerely,

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

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