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

958 total complaints in the last 3 years.
284 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:06/26/2025
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 has made it impossible to get the care that I need at ************************. My family has tried to change my primary care physician at least 15 times with Cigna, starting in April, and we are still unable to get my primary care physician changed to ******* Porciuko, which is the doctor I saw with my previous insurance. I have since been hospitalized.We have been given the run around so many times by Cigna and have to spend over an hour on the phone each time. Every time, we are told it will take 72 hours for the system to change the doctor and that everything looks good, then when we call back several days later, the doctor hasn't changed. This has happened at least 10 times now. We are exhausted and need a resolution.We have tried all escalations with them and are unable to get my doctor to see me even though we got this insurance because she is listed on it. The alternative is to pay $500 out of pocket to see the doctor even though I am paying for this insurance by Cigna.We were able to get PCP changed to a doctor at ********* given to us by Cigna during one of our attempts, but now we are told that this doctor is an attending physician and can't see patients, so the appointment was denied for a third time. All efforts to change to a proper doctor, or my doctor *******, has ************, we tried to change the *** to another doctor at another hospital listed on their website that I used before, and the agent immediately said she's not part of the plan, which we argued, and then she realized she was indeed part of the plan. We are consistently given wrong information or have roadblocks in the way of seeing a doctor. It should not take this much work to change a simple primary care physician.Please help a senior in need that requires medical care. I don't know what else to do. We can't cancel this insurance for several more months and they are not living up to their end of the contract.
Business Response
Date: 07/02/2025
July 2, 2025

Name: Ms. ******* *****
            Better Business Bureau
            ************************************
            **********, ** 20005-3404

Re: ***** File #: 23525412
      Complainant:*** *****

Dear Ms. *************** am responding to your correspondence dated July 2, 2025, in connection with the above referenced file number.

As you may be aware,Cigna recently sold its ******** and other ******** health business to Health ************ Corporation (HCSC).

*** ***** now has coverage through a plan offered by ****. Please forward this complaint to *****

HCSCs address is:

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

Email:
********************************* (Supplemental business)
*********************************************** (******** business)

It is our understanding that **** will provide the *** with a response to this complaint once received from the Department. Therefore, we ask that you do not log this complaint against Cigna.

Sincerely,

***** ******-*****
Senior Manager,Executive
Initial Complaint
Date:06/19/2025
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 am formally submitting a complaint to the Better Business Bureau in regard to several processing issues with Cigna.First and foremost, I was able to secure a *** approval for several CPT codes regarding maternity care with ****** *****, CNM, at Breathe Birth and Wellness. As of today, I have encountered hurdle after hurdle trying to process both the professional and facility claim at the in-network level approval. My claims initially processed under the wrong plan (a Bronze plan) then finally the claim reprocessed under the correct plan (a Gold plan). My claims are still processed out of network and honestly, I don't feel Cigna is doing all they can to address my concerns regarding the *** approval.I have attached a copy of the *** approval to this email. I graciously ask the Better Business Bureau to please contact Cigna to request assistance in finalizing my claims at the correct gold plan level in addition to processing both claims at the in-network level as approved by the authorization ************** attention to this very time sensitive matter is greatly appreciated.
Business Response
Date: 06/24/2025
June 24, 2025

Better Business Bureau
************************
********************-3404

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

Dear Ms. ********************************** 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:06/17/2025
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 reached my deductible and yet I'm still paying full price and getting bills for my doctor's office even though I reach my deductible I'm paying full price for my prescriptions I reach my deductible back in January and they're not honoring it
Business Response
Date: 07/01/2025

July 1, 2025

Better Business Bureau Serving ******************* &********************
*******************************************;
********************
Attn: Dispute Resolution Department

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

Dear ********************** is to advise you that ******* Mccauleys concern has been addressed. We contacted *** ********,discussed his concerns and this matter is considered closed.

Sincerely,

***** ******-*****
Senior Manager, Executive Correspondence
Initial Complaint
Date:06/16/2025
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.
On 4/30 I was let go from my job and needed to go on Cobra benefits. I paid my Cobra premiums on time for May and June but Cigna did not cover any of medical or prescriptions. I called Cigna to report this and they then called Cobra with me still on the line because they said they didnt get confirmation from Cobra that the premium was paid. ***** confirmed they received the payment and communicated this to Cigna via email and now in person. Within 2 weeks of this phone call my coverage was denied again due to Cigna saying they did not get my payment. The timeframe of the coverage was still what was paid on June 1, 2025 and which was confirmed by Cobra to Cigna. They are denying coverage without reason. They have been paid and have gotten confirmation twice now of the payment.
Business Response
Date: 06/17/2025
Dear Sir/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:06/13/2025
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 am filing a formal complaint against Cigna regarding a medical claim submitted on February 2nd, ******* claim has been processed at the out of network level; however, I have fought incredible hard to obtain a *** approval under authorization number OP2062253147. My maternity claim should be adjusted to reflect in-network level of benefits. I have tried sending the claim back for in-network processing, but the claims department is denying m request stating the claim is adjusted at the in-network level of benefits.I am formally requesting the Better Business Bureau to please intervene and make Cigna accountable for the *** approval attached to this complaint form. Please find approved CPT code ***** is a blanket code used by Cigna to approve the provider at the in-network level of benefits during the one year approved span.Thank you for your assistance and attention to this urgent request.
Business Response
Date: 06/16/2025
June 16, 2025

Better Business Bureau
************************
********************-3404

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

Dear Ms. ********************************** 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: 06/19/2025
[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: 23465686

I am rejecting this response because:

I have not yet heard from someone from Cigna regarding this matter. I will be more than happy to accept their response after they contact me and we resolve the issue according to what they promised (accepting our provider as in-network and covering the agreed upon amount according to our policy).

Regards,

Kailtyn Funk

Business Response
Date: 07/01/2025
July 1, 2025

Better Business Bureau
************************************
*************************

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

Dear Ms. ********************************** is reviewing this matter, and we are 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:06/10/2025
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 Loyal PPD has been debiting my business account for $47.50 a month since June 2021 for a total of 46 months. As of right now, that is a total of $2,612.50. I have tried to cancel this debit since 2021. No one can tell why it is being debited. I do not have an account number or policy number. No one is able to find an account number or policy number and yet they still debit $47.50 every months. I have emails stating that I do not have an account. I am not able to speak with a supervisor because I'm told an account number is required, which I don't have. I have asked for a refund, which has been denied because I don't have an account; however, they will not stop debiting my account.
Business Response
Date: 06/11/2025
June 11, 2025

Better Business Bureau
************************
********************-3404

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

Dear Ms. ********************************** 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:06/09/2025
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 was contacted by CIGNA via postal mail who advised they were putting a hold on my FSA card (flexible spending card) as they were disputing the charges for Harlem Dental. They asked for supporting documentation to confirm the charges. (attached)This has been supplied twice.I have spent hours on the phone with customer service **** who assured me the hold would be lifted. I believe the dates of the calls I made to Cigna are as follows 04/01/2025, 04/23/2025,05/16/2025 - each spending about an hour on the phone, and uploading the attached supporting document in the CIGNA portal via email. The **** ****** are ***************************************** and *********************************************** The **** both advised the hold would be lifted once the adjuster reviewed the receipt, and the most recent *** advised the supporting documentation supplied was sufficient. And yet my card is still on hold. I tried to use the card today (my own funds) to pay some medical bills and its still not working. I called CIGNA today and they were unable to provide an update. CIGNA has not acted in good faith to remove the hold off my card so I can utilize my funds for Health Care expenses.
Business Response
Date: 06/16/2025
June 16, 2025

Better Business Bureau
************************
********************-3404

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

Dear Ms. ********************************** 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: 06/19/2025
I received a call from CIGNA today who were still unable to resolve my claim without additional substantiation which is provided here.
They did not provide a contact to send this to, but here are the Explanation of Benefits for all my dental procedures in 2024, with the exception of Dec 5.
Please pass on these files.
Customer Answer
Date: 06/26/2025
[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: 23445933

I am rejecting this response because:I received a call from CIGNA today who were still unable to resolve my claim without additional substantiation which is provided here.

They did not provide a contact to send this to, but here are the Explanation of Benefits for all my dental procedures in 2024, with the exception of Dec 5.

Please pass on these files.

Regards,

******* ****-****

Business Response
Date: 07/01/2025
July 1, 2025

Better Business Bureau
************************
********************-3404
Complainant: ******* ****-****
Complaint ID: ********

Dear Ms. ********************************** is reviewing this matter, and we are 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:06/05/2025
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 am type 2 diabetic. I've been on Ozympic for many years now. I went to refill my prescription and it was denied because now Cigna claims i am not type 2 diabetic anymore. I know there is no cure for diabetes and i reached out to my healthcare provider and they sent the prior authorization 7 times. Still i'm being denied the medication i need.
Business Response
Date: 06/13/2025

June 13, 2025

Better Business Bureau Serving ******************* &********************
*******************************************;
********************
Attn: Dispute Resolution Department

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

Dear ********************** is to advise you that ****** ********** concern has been addressed. We contacted *** *********,discussed his concerns, and this matter is considered closed.

Sincerely,

***** ******-*****
Senior Manager, Executive Correspondence
Initial Complaint
Date:06/04/2025
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.
Re: Cigna Claim Number ************* DATE OF SERVICE: 09/12/2024 BBB,I am a small business owner who has a contract with ********************* as a claims ****** for both medical and dental for the surgical suite. Cigna is refusing to process the above mentioned claim number. They have stated that they have not received supporting documentation. The requested information has been faxed numerous times to both Cigna fax numbers; ************ and ************. These fax numbers have been utilized for years. The supporting documentation has also been mailed to Cigna at ****************************************. Still, to this day, Cigna is sending Tribeca Dental Studio correspondences as though they never received the fax or mailed supporting documentation. I SENT THE DOCUMENTS PERSONALLY. Today, the owner of the office threatened to terminate our relationship behind this matter. Cigna refusal to process the claim is going to cost me my livelihood. I am asking for the BBB to assist in this matter. If I lose my job I will sue Cigna. Please make Cigna acknowledge the supporting documentation so I wont lose my job. Thank you kindly for your time.******* ******* DMCC, LLC
Business Response
Date: 06/10/2025
June 10, 2025

Better Business Bureau
************************
********************-3404

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

Dear Ms. ********************************** 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: 06/16/2025
[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: 23418866

I am rejecting this response because:
To the Better Business Bureau and Cigna,
Cigna, it has become clear that direct resolution with your company is not forthcoming. My issue is straightforward: the reluctance of insurance companies to fulfill their claim obligations is a known challenge. Medical and dental insurers frequently employ tactics such as stalling, processing claims incorrectly, or, as in my experience, denying receipt of submitted documentationeven though supporting documentation typically accompanies CMS 1500 or ADA ***** forms.
Cigna, and other insurers, are impacting my professional standing through their practices regarding claim payouts. While the reluctance to pay claims is problematic, outright misrepresentation is unacceptable, especially when it leads to a ******** termination. The challenges are compounded by third-party repricing companies like **********, *********, and Stratos, which medical and dental insurance companies utilize to reduce provider reimbursements. However, the falsehoods perpetuated by these insurance companies can directly jeopardize an individual's livelihood. Let me be clear: I am not to be trifled with.
Going forward, Cigna, I will not engage with you directly on this matter. I demand oversight. Should your company, or an insurance company for that matter, repeats these actions, which I anticipate, the consequence will be immediate action through the Better Business Bureau or legal proceedings." I am not the one or the two. Don't not try me, try *****.

Regards,

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

Business Response
Date: 06/27/2025
June 27, 2025

Better Business Bureau
************************
*************************

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

Dear Ms. ****************** is to advise you that ******* Wheelers concerns regarding the processing of a dental claim have been resolved. Ms. ******* was notified and advised of the outcome.

Sincerely,
***** ******-*****
Senior Manager,Executive Correspondence
Initial Complaint
Date:06/04/2025
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 October 2nd, 2024, I received a bill from Quest Diagnostics for $426.25 for a blood test as part of my yearly physical, which the plan I have with Cigna advertises covering 100% once a year.The bill included a note that Cigna had denied their initial claim.After several calls with Cigna, I re-submitted the claim through their app on December 28th, 2024.On December 30th, 2024, they denied it again claiming the diagnosis codes were not present or were illegible in the claim, but all of this information was plainly visible in my claim.After calling several more times, a Cigna representative agreed that the information was all visible on the document and resubmitted the claim again through her own channels on April 9th, 2025.After getting more bills from Quest Diagnostics in the mail, I called again on April 23rd, May 27th, and June 3rd, each time being assured that the issue would be resolved within 10 days and that I would receive a call back from a representative when it was. Each time, they were lying and did not resolve the claim, did not pay the bill, and did not notify me.The bill has since gone to collections and I'm now being harassed by debt collectors because Cigna is continuously refusing to process a claim that's been submitted 3+ times, which I've reminded them of over a dozen times by phone. There is no reason for me to believe that they've done anything at all to move this claim forward. Cigna appears to be dealing in bad faith.
Business Response
Date: 06/10/2025
June 10, 2025

Better Business Bureau
************************
********************-3404

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

Dear Ms. ********************************** 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.