Cigna Customer Service

Cigna appeals the "NAO" sucks, they could care less about customer service to either members or providers. They will let an appeal sit for a year and still not address it or so called "escalations" by their representatives. They are a money mill that only cares about lining their own pockets.

In 2023 my wife and I had Cigna Dental insurance. Absolutely horrendous company to do business with. They constantly look to deny and if that doesn't fly they will absolutely nickel and dime. The dentist (Cigna preferred ) has actually withdrawn from accepting any Cigna dental insurance in 2024.
Worst of the worst and frequently give incomplete and/or inaccurate information
Best advise I can give - pick another company- they are truly awful

Called to check on changes that weren't list in the change notice. Called CS, got girl in S America that could barely understand me. Spent 1/2 Hour of her trying to find my answer. Finally xfered to Plan Specialist. Recording sd all lines busy, try back later. Each time I tried back- Got Overseas CS who refused to Xfer & Refused to get Supervisor. Several hung up when I asked for Supervisor. It took 3 days to finally get a Plan Change Specialist, who answered my questions. The whole thing makes me want to find a diff Insurance Company

The overseas call center in Manilla is an absolute waste of time! They are script readers that are not properly educated/trained in coding, billing, remark/remittance denial code language, no real education in medicolegal terminology, have ZERO knowledge about what our laws and regulations are, and to make it even worse: the poorest listening skills ever.

Im sitting on SEVERAL Cigna payer errors in processing.

The overseas call center REFUSES to give me my Provider Relations Representative's name and contact information that we are rightfully allowed to have when Cigna keeps screwing up (which lately, is constant) -

Im tired... so tired.

OK, it took me months and many phone calls. Maybe I'm slow but I finally realized what is the real problem with Cigna customer service. There are two levels of employees at Cigna CS
1) The people who answer the phone. These people are not authorized to help you.
2) These are the people who can help you. But you can not call them.
So you call any of the numbers. You reach group 1. After the usual maze of constantly changing options. (try 2-2-4-2) you are on hold waiting to talk to a human. Human comes on asks for all the same information you just gave to the robot (of course) Then they inform you that they can't help you, and that they will give your information to the other employees, the ones in group (2) above. This is so someone from group 2 can call you back.

GUESS when you should expect someone to call you back? If you guessed "never", you get the gold star!!!

OH, and the kicker? I wasn't even filing a claim. I had been informed of an over-payment to my provider, for which Cigna was claiming I owed them hundreds of dollars. So it took months, about a dozen International phone calls, and 4-5 hours on hold...

To PAY Cigna money that Cigna claimed I owed them. (wow)

Cigna misrepresented efforts to get additional information from DDS. Cigna promised to have representative return my call, made same promise to DDS. Never called. Months later they deny/don't have records of additional material sent and put me on hold for over 90 minutes.

Calling or using Chat with Cigna is always hit or miss...Sometimes you get someone who truly knows what they're talking about and the next time you get off the call or Chat thinking, that can't be right.
I called in November about a surgery I needed to have...I knew because of the type of surgery I needed, Cigna might give me a hard time...The rep I got, thought it should be covered and that I wouldn't have any out of pocket costs because I had met my deductible as I thought, but he did further research just to make sure and he confirmed...I ended up having to pay in full for the surgery only because the In-network provider had previously had too many issues with Cigna claims filing and getting paid properly or timely...So I turned in a claim in March...Cigna required additional info...That brings us to last week; I did a Chat session with a Cigna Rep to have them explain exactly what I need...The Rep explained what was needed...She then tells me my Provider was out of network and those claims take longer to process and i would be reimbursed less...I told her I found the Provider on the Cigna website and he was listed as in network because otherwise I wouldn't have gone to him...So I get the info and send it directly to the Rep...She replies back to tell me the codes listed the Provider's medical form are not CPT codes...I had checked the codes they used myself to make sure they used medical codes and not dental codes and the codes are truly CPT codes and are correct for the procedures done...I told the Rep all that and I have not heard back from her since...I don't think some of the Cigna Reps are from the U.S.
This is frustrating to think I may never get my money back and knowing I'm owed full reimbursement since my deductible was paid in full.
These situations make me want to tell my employer to consider another carrier when it's time to renew.

Cigna provider customer service is a joke. You get overseas operators who you cannot understand, and they are highly undertrained. cigna has brow beat them into not going off script to the point they cannot hold an intelligent conversation. I would prefer a computerized interaction at this point. If you ask a question, they continue to repeat their "scripted" responses, even it has nothing to do with the question asked. Then their internal processes for handling appeals is an entire other matter. No way to get follow thru on a claim as they communicate from an "internal personalized email system" that does not automatically update information on the individual claim. So one rep has to call the other rep to see if they got an answer from the National appeal organization. THE NAO never responds. Their system is entirely disrespectful to their customers / members.

The customer service is horrible. The system is set up to delay filing claims and then use any technicality to lower payment. Do not ever use this company!!!

Worst customer service ever. I am paying on a dental plan and checks are not being posted to my account. But Cigna is cashing the checks. They told me they needed proof so I sent copies from bank to an address in Tampa Florida a month ago still not posted on my account. I have talked to so many people and numbers. Twice I asked for supervisor instead went to Survey. My only next step is Attorney Generals Office. If I went to the dentist tomorrow I would have no coverage because of this.

I'm so disappointed but happy i can change from this crap before March 31st. .
My claim that was suppose to be no co-pay for a simple office visit was given a "specialist" cost if 55.00... And she's NOT a specialist, she's my PCP... Humana paid her with no Co pay for my wife's visit but Cigna called her a specialist...my first claim and this is what i get????? I think I've veen scammed and WILL change to Humana ASAP...

Absolutely the worst in the past year. What has changed? No one follows though, all are polite but do nothing. I've been double billed for copay for a year. Seems simple to correct. Every time I call they say they will look into it. Nothing ever done and getting bills from docs that should be paid.

One rep said that they would do it, the next rep said they would do it and the last one said that there was no record of it being done.

Walmart of insurance. high profit low quality. They deny life saving meds (like insulin) surgery etc. Lobbied against isulin price capping and on and on. They are now a giant and I recomend leaving.

They lie over and over and do not do what they say they are going to do. When I got my card I got a Dr. for PCP that I did not ask for. THe dr. they sent for me to have is at least 80 to 90 years old. I need to see a dr. I called again 1/23/23 and talked with a very nice girl who seems to know what she is doing. THe last guy I spoke with did not even make the changes I ask for nor did he bother to send out a book that has all the drs in it and said it would be 15 to 20 days before I would receive anything. Well considering he made no changes Ill not get anything until I spoke with the girl on 1/23/23. She assured me I would receive the PCP that I have requested and would send out the book. I have gone on the Cigna website and was not able to pull anything.

Called customer service to get a physical ID card but was told since we moved I had to first talk with billing to change my address. Was given a number to call. When I called it, I realized it was the very same # I had just called and there was no option for billing. This rep ga e me a different number to call which I did. That rep told me since my address change was not within the same state, I had to speak with dental plan soecialist!?! Once I reached them I was told they wouldn't put the change Thru as the plan is under my husbands name. Even though every single person before them knew this as well as had our new address to know we were moving out of state!!! Amazing how I had been in such a good mood at the start of these calls and now feel so entirely belittled.

The worst customer service.
Discounted three times.
Going with another insurance carrier.

Tried to get two of my meds switched to home delivery. All they had to do was call my Pharmacy to switch them. After two customer service representatives, who did not know what to do, I gave up. Bad connections with both their phones. The first one did not have good English. Bad system in place. This experience gave me a head ache!!

I need my cigna health and pharmacy insurance and I need to change my email address also help me please I have no money coming in I do need the insurance

Worst worst and worst customer service . First it is hard to hold some one ,minimum wait time 2 hours . After two hours when rep pick up phone she does not know what she is doing . So totally worst worst experience . Please do not sign up with Cigna.

Trying to set up online account for husband since he doesn't use computer and can't hear for the phone. Went back and forth from Cigna to Express Scripts and back again. He gave permission for them to talk to me and call was never disconnected, so permission was there. Each person kept asking to talk to him. I finally hung up. Hopefully when the doc sends Rx in January it works. GRRR

Customer Service representatives will avoid connecting you to a Supervisor (maybe they are told so) and will only do so when you repeat your request 10 times. Then when they "connect you" you will stay on the phone for 1 hour and then they hang up or make you give up and hang up, and you won't talk to a supervisor. I feel like I am in a third world country when I call them.

I spoke with Marco Perez today regarding part d. And I was so dissatisfied. He was a terrible customer service representative. He did not answer my questions and he hung up on me. Shame on you.

I have called several times trying to get information about my drug plan. They are always very nice; however I have a hard time understanding what they are saying and they seem to not understand my questions, because I have to repeat myself over and over. And time I am put on hold while they find the answer, and when they come back on the line they still don't the answer to my question. I give up. Plus there is no link to email them.

Cigna and their partner ASH has been denying one of my claims of physical therapy. It was one of the sessions and same as others I was receiving. Unfortunately Cigna and ASH kept requesting MNRs and other documents from my provider- and denied it again and again. Cigna and ASH said I'm getting better and on the other hand both my provider and I thought that we would need more improvement. I stopped the session because I am afraid that Cigna and ASH aren't going to cover it in the future, so my ankle hurts from time to time and thanks to them I can't do anything about it.

my husband just got changed to Cigna part D FROM MEDICARE, I KNEW NOTHING ABOUT HOW TO GO ABOUT CHANGING ALL HIS MEDICATIONS OVER TO THIS INSURANCE OR WHAT TO DO NEXT,, I spoke to KAREN, from the help desk, today nov.22, I kept asking many questions, and she kept right on answering, it was a pleasure to speak to a person that understood, she was the kindest and very patient, it was truly so helpful and it was so nice to speak to someone like that, I am sure you get complaints, so I just wanted to tell you a very good report, Thankyou for having people like Karen working there it does make a difference

I have Cigna dental for Meadows Dental Associates and have never had a problem either with Cigna insurance or with my dental caregiver. I would recommend both, especially Dr. Porter and Debby who both do a stellar job.

I think it's typical to only leave reviews when upset so I want to make an effort to give the customer support team their flowers. The support team has continuously been kind, thoughtful, and gone above and beyond to help me with Rx coverage and appeals. I cannot thank you enough.

just got off the phone with Natasha in customer service regarding helping me look and narrow down a plan for my health insurance, she was so informative and happy from the start! She helped me as an adult doing this for the first time which was so confusing prior to my call with her, Much kudos to her and her happy spirit in customer service! please give her praise :)

I'm a new member and thank goodness for the new member services, they were amazing.

I found this site when frustrated with what I perceived to be a lack of response from CIGNA to a request for CT scan approval. Once I contacted CIGNA via email, I very quickly received a response and the appropriate action was taken.

The moral of the story ... it may not be the fault of the insurance company but rather the staff at your medical facility for not properly filing the required paperwork.

Thank you CIGNA for jumping right on this.

Liz B (located in Calif) customer service provided excellent service for me today 3/6/15 by contacting all the parties involved (Carecentrix and Durable Goods management group) and getting to the root of the process get my insulin pump supplies ordered.
She was very patient and explained everything so I know how we could proceed to follow up with the Vendor who provides the supplies.
She provided one of the best customer service experiences I can remember.

We are re-enrolling in Cigna Part D because the customer service has been excellent. Have called several times for info. No long menu either.

its all the same i mean all insurance co has good & bad side of it. im just tired of complaining, but i think cigna is better compared to my prev ins (Aetna)

i like their service esp Dental.. reps are very efficient and courteous. but most of the time you have to wait for more than 5 mins to get a rep.

Overall, a very good experience...24x7 is tremendous!

I find Cigna to be a great ins. company to deal with. I have not ever had any trouble reaching anyone about my ins. needs. They are always very understanding and friendly

I am a former employee of Cigna who resigned only to pursue my overall life purpose. I am surprise at the ratings referenced on this Score-Board due to having witnessed the amount of emphasis that Cigna places on providing quality service. In addition, Cigna hold their employees accountable for proving superior service. Cigna is a company that continuously invests an enormous amount of money to ensure that their customer service and claim payment systems are consistent with today's technology. Cigna also has a reputation for the exceptional training they make available to all employees. I will forever be grateful to Cigna for being the best employer I have ever worked for. Thank you Cigna for equipping me to be "Passionately Committed To Making Every Experience Right The First Time Every Time" and for treating me like a valued employee and customer. Ryland Arthur Gittens