Business Profile

Insurance Companies

Cigna

Headquarters

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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

1,051 total complaints in the last 3 years.
270 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:12/19/2023
Type:Product 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 Nov 12, I received an email from your company that my order for Ipratropium was being processed. My credit card was charged and I received another email that I would receive my prescription last week. For the past week I have phoned customer service 8 times and spoken to representatives. I was hung-up on 4 times. The other times I was met with rude, argumentative, and non-responsive representatives. The last time was this morning at 10 AM with *******. They all want me to answer their questions but none want to answer mine. I was told that the order is possibly lost and that they could not get any information from the shipper since last Tuesday. I have been out of my prescription since last week. I am to;d that they want to charge me again to reship the prescription. I am 76 years old and can not afford that. I ask that my charge be refunded and that the order be cancelled. I was told that I had to wait 30 days for a refund and that in the mean time I had to pay again. That is not acceptable. Imagine if Cigna did not receive its premium and I told Cigna to wait for 30 days. That would not be acceptable. Well, waiting 30 days is not acceptable to me. I will give you 5 days to refund my money, cancel my order, and cancel my plan. I do not expect to be billed or charged any premium for December. I am through with your company. Cancel as of today. Refund my money. It will cost me twice as much now to get my prescription which I need and have been without since last week. This is very unfair, unjust, and not very good practice. I will be away from Memphis for the next 30 days. I advised your personnel of this but they did not care. If Cigna sends it now, I will not be here to receive it and it will get lost. Again, give me a refund, cancel my plan and do so ASAP, NOW! Very unfair.
Business Response
Date: 01/24/2024
January 24, 2024

Better Business Bureau Serving Metro Washington DC & Eastern Pennsylvania
1411 K St. NW, 10th Floor
Washington, DC 20005-3404
Attn: Dispute Resolution Department

Tracking ID #********

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

Dear Sir/Madam:

This is to advise you that **. ****** concern related to their refund request has been addressed. The customer was notified and advised of the outcome on 1/09/2024.

Sincerely,

*******************************
Senior Manager, Executive Correspondence
Customer Answer
Date: 01/26/2024
[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:12/06/2023
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.
Cigna is not paying/covering medical bills that they are responsible for (for the birth of my child). I received medical services through ********* Medical Group along with other providers, who are supposed to be paid through Cigna. Cigna has not paid any of the claims, and instead has filed these claims against my child’s name. Cigna has admitted that they should not have assigned these claims against my son’s name and has confirmed that they will make system changes within their billing platform, to have those reassigned to my name, which will allow their systems to release funds to cover these claims (as I have already met my deductible, while my son has not). 6 months have now passed (Jun 2023) since these medical claims/expenses were incurred, and Cigna has yet to make any updates to their system (as they stated they would), to cover these claims. Cigna is deliberately holding payment to my providers, which has now driven ********* and others, to threaten to send me to collections unless I pay out of pocket. Cigna is responsible for these claims (Cigna has confirmed that they are responsible and will pay).I have spent hours speaking to Cigna’s Customer Service, which has yielded nothing. I continue to hear their representatives tell me “they will make those systematic changes within 30 days.” Months have passed and no action has been taken. Cigna made false promises. The result of their lack of action will negatively impact my credit score.I have attached a screenshot of the open claims with Cigna. ***** ****** claim is ********* Medical Group, the group that is about to send to collections. I also have 2 hard copy bills from the ****** ** ******* claim for $1,460. They haven’t communicated whether or not they are sending to collections, but they typically don’t communicate that. I had to threaten to go to the BBB to ********* for them to be transparent about exactly when I would be sent to collections.
Business Response
Date: 12/27/2023
December 27, 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: 01/05/2024
January 2, 2024
Dear Sir/Madam:
This is to advise you that **** ***’s concern related to claims adjustment has been resolved on 12/20/2023. The customer was notified and advised of the outcome.
Sincerely,
Senior Manager, Executive Correspondence
Initial Complaint
Date:11/21/2023
Type:Sales and Advertising 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 have asked cigna in every way possible again and again to stop spamming me with their ******** advantage plan sales calls, mail, and so on. They never stop. Hounding me like this just makes it very clear that I should never choose them as an advantage plan provider. Leave me alone.
Business Response
Date: 12/14/2023
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

Customer Answer
Date: 12/17/2023
Received a voicemail while I was out of town that the request takes 3 months but they'd expedite it to 2. Nonetheless, this has been going on for over a year. It seems that since my ******** drug plan is with them that they just automatically sign me up for all of the spam every year no matter how many people I ask to do and how many times I request that it ends.
Customer Answer
Date: 12/20/2023
[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 to reject it so it stays open. I prefer written responses via this site or email so that I have a record. I'm not sure what they mean when they say they're resolving it with me as they aren't.

Regards,

***************************
Business Response
Date: 12/20/2023
Please accept our sincerest apologies for the manner in which this issue was handled prior to the Senior Leadership Escalations office engagement. We can confirm *** *******’s request with the Senior Leadership Escalations office has been executed. It takes three full calendar months for a standard do not contact request to take effect and an urgent request reduces the process time by one month. The urgent request was submitted on December 14, 2023.
***************************
Senior Leader Escalations
Customer Answer
Date: 01/03/2024
[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 will open a new case if I continue to receive solicitations after Feb 13. Though it is ridiculous that it takes months to remove someone from the lists but in that time they have entire staff writing, calling, and emailing people spam.
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:11/15/2023
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 been paying $23/paycheck for Cigna Hospital insurance for 11 months. I started this service with the intent of having a baby and knowing i would be hospitalized. My dauggter and i spent four days in the hospital. The policy which i filed the claim for was filed on 9/20/23. under the policy i should receive $1000 for the day of admission and $100 for each additional day. I have called the company four times since filing and keep being told its being processed but they have to find my policy to submit it. I have asked multiple times to speak with a supervisor but none ever seem to be available and no one ever returns my calls. I know two of my coworkers, one who delivered 3 months before me have also had issues and not received their checks. I just want the check ive been paying for.
Business Response
Date: 12/06/2023
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
Initial Complaint
Date:11/09/2023
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.
Tried to cancel dental insurance in Oct said to call back after Nov 5 I called on November 6 was told it was cancelled. Today I have automatic payment taken out of checking. After many calls and transfers they told me I was billed because of their payment structure. She told me today that I have to have a valid reason and told her I don’t want it any longer our dentist doesn’t take. They have been nothing but a pain to work with always get run around. I want refund and was told no. Not a good company or good customer experience.
Business Response
Date: 11/15/2023
November 15, 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:11/06/2023
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 have health insurance coverage with Cigna. Gave birth on 5/12/23. I contacted Cigna via MyCigna portal under my account and chatted with a Cigna rep on 6/15/23 to confirm that my son would be covered under my insurance for the first 30 days of life even if I didn’t enroll him to my plan. I had previously been told this by Cigna reps via phone but wanted to confirm in writing. The Cigna rep stated my son would have coverage under my insurance coverage even if I did not add him to my insurance plan after the first 30 days (screenshot of conversation provided). I went to check my recent claims 5 months later (October 2023) and didn’t see any claims for my sons birth/first 30 days in the hospital. When I asked a Cigna rep they told me that my son was not covered for the first 30 days since I didn’t add him under my plan for the year. I told that rep about my previous conversation with Cigna and they confirmed they saw that conversation. They then told me they were sorry I was misinformed and there’s nothing they can do. When I finally got a manager to email me they said they will not even process the medical claims for my son they received via fax, and without a claim processed I cannot file an appeal. They said they are sorry I was told wrong by their employee but they will not cover my son. I would like them to be held responsible for what several Cigna reps told me (in writing and on the phone) that my son would have coverage regardless. It is fraudulent that they can lie and not uphold what their customer service specialist tell customers when they ask specific coverage questions about their specific plan. Further, they will not let me (a current, eligible and insured member) file an appeal!! I have been relying on their coverage/services as they assured me in writing and via phone call. The hospital billing manager also called Cigna and was told my son should be covered for 30 days regardless of being added. Cigna has internal miscommunication among their reps
Business Response
Date: 12/01/2023
December 01, 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
Customer Answer
Date: 12/05/2023
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:11/03/2023
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 am absolutely mind-blown and appalled by my pathetic experience with CIGNA. I have spoken to 20+ representatives on the phone over the past few months and am truly appalled and saddened by my experience. I have a number of health issues, including a ***** ***** I have been trying to have an MRI taken for months now but have not been able to get everything aligned DUE TO LACK OF DILIGENCE AND CARE WITH CIGNA. My plan is through the Marketplace through ******* *** ****** Colorado and began JUN 1. I am being told by CIGNA that my plan started in July and is a ******** plan or some reps are telling me there is simply NO ACTIVE PLAN. This does not make ANY since, I am 31 years old and enrolled in JUNE of 2023. According to my ******* *** ****** Colorado, I should have a Cigna Connect Flex Silver 4100 Plan I have called SOOOOOO many times, but last week I had several ******* *** ****** Colorado representatives on the phone with me who were dumbfounded as to why we could not get a single helpful representative on the phone. I have a reference number from ******* *** ****** Colorado REF: CAS- ****** - ****** I have asked SIX of the representatives I talked to today to allow me to speak with a Supervisor or Manager and was told they were busy or could not help me and then GOT HUNG UP ON. I am very ready to take this case to the Better Business Bureau and if my ***** ***** has further issues from the allotted time I have had to push things off due to CIGNA, I will be pursuing further LEGAL matters. PLEASE have someone call me asap. *********************** ************ Member ID *********
Business Response
Date: 11/20/2023
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: 12/20/2023
December 1, 2023
Dear Sir/Madam:
This is to advise you that ****** *****’s concern related to coverage and MRI authorization have been resolved. We have made multiple attempts to contact the
customer with verbal resolution which have been unsuccessful. I can confirm a resolution letter was sent to the customer on December 1, 2023.
Sincerely,

Senior Manager, Executive Correspondence
Initial Complaint
Date:10/09/2023
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 March 2020 I received invisible aligners treatment for orthodontia from ***** ****** ****. I then submitted a claim to CIGNA dental for payment of their portion of the bill. The claim came back denied under the statement "Benefits are not provided for supplies or kits for orthodontic treatment to be rendered outside of the dental office (take home or mail order)." I appealed again, this time I also attached a copy of my Summary Plan Description proving coverage. in this document it states: - Under Covered Dental Expenses: “Provided by or under the direction of a Dentist or other appropriate provider as specifically described;” - Under Covered Dental Services: “Covered Dental Services delivered through teledentistry are covered to the same extent We cover services rendered through in-person contact including the same cost- share, frequency limitations or any applicable benefit maximums or lack thereof.” - Under Covered Orthodontic Treatment: “Comprehensive Orthodontic Treatment adult and child;” All these 3 items apply to my case as stated in the itemized receipt. Still, CIGNA completely ignored it and denied my claim again under the same pretext. I expect CIGNA to honor its policy as per the terms of our agreement.
Business Response
Date: 10/30/2023
October 30, 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
Customer Answer
Date: 11/06/2023
[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:
CIGNA denied my claim again for the same pretextual reason. They are still unable to produce any document backing up their reason for denial.

Regards,

************************
Business Response
Date: 11/30/2023
November 30, 2023
Dear Sir/Madam:
This is to advise you that ******** *******’s concern related to denied claims has been resolved. The complainant was notified and advised of the outcome. This is the
final review and resolution.
Sincerely,

Senior Manager, Executive Correspondence
Initial Complaint
Date:10/04/2023
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.
I had health insurance with Cigna health care company since 3 years ago. During these 3 years, my wife and my son used to receive allergy shots free of charge (for both the serum and the injections) as a type of preventive care medicine. The problem stared this year (2023) as they changed the policy of dealing with that. So, it is now not considered as a preventive care service which resulted in accumulation of a large balance on my account that I have to pay. Changing the policy is not the problem, but the problem is that they changed their policy without any previous notice so I was surprised that I owe above $500 that I should pay. I think it is required by law from the health insurance companies to inform their customers with any change in the policy before it is applied to them.Thanks
Business Response
Date: 10/27/2023
October 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
Customer Answer
Date: 10/31/2023
[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 contacting me to solve this issue

Regards,

*******************************
Business Response
Date: 11/17/2023
November 17, 2023

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

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

Dear **************:
This is to advise you that ************************ concerns regarding his assertion that one of his medical plan benefits changed without prior notification has been resolved.
The customer was notified of the outcome by a formal resolution letter, dated November 16, 2023.

Sincerely,
**********************************
Senior Manager, Executive Correspondence
Business Response
Date: 12/21/2023
December 21, 2023

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

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

Dear **************:
We can confirm that **. ********* complaint was thoroughly investigated, and a formal resolution letter was sent on November 16, 2023, to his address on file: ********************************************************************

The Office of Senior Leadership Escalation confirmed through the Client Service Executive for the State of Tennessee (SOT) account that SOT always confirms benefit updates during their open enrollment. The change to this benefit was communicated in several ways, one of which was the annual enrollment newsletter. It was also communicated via an annual enrollment postcard. The newsletters for active employees were digital, and the postcard went out first, letting members know where to find the newsletter.

The information about the allergy serum benefit change is on page 3, the fifth bulleted item under the “Here’s What’s changing for your 2023 health benefits” heading: "Allergy serum for Premier and Standard PPOs will change to deductible and coinsurance.

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

Sincerely,

The Office of Senior Leadership Escalations.
Initial Complaint
Date:10/03/2023
Type:Customer Service 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 signed up with Cigna, policy # ********* effective 9/1/23. When I go to set up an account online, it says I don't exist. I have talked with customer service multiple times, who assures me my account is active. But to set up the online account I have to call the online department (************). They say they have no record of me and I have to contact customer service. No one is willing or able to resolve my issue. Everything is done through my online account which I have no access to.
Customer Answer
Date: 10/23/2023
Cigna has resolved the issue.

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