Report: #1116233

Complaint Review: Cigna

  • Submitted: Fri, January 17, 2014
  • Updated: Fri, January 17, 2014
  • Reported By: Elizabeth — Savannah Georgia
  • Cigna

    Savannah, Georgia

Cigna Health Insurance Cigna repeatedly denies receiving payment Savannah Georgia

*Consumer Suggestion: Suggestion on help with Cigna

Show customers why they should trust your business over your competitors...

I spoke with a licensed agent via phone, Lisa, on December 17th to clarify some information that I was reading online regarding their health insurance plans.  In order to have a plan that covered the three primary doctors I routinely see I had to choose an expensive plan and a mental health rider, which was additional.  That in itself is nonsense.  They can't deny me coverage but they can charge an outrageous amount to cover my mental health.  It's 552.55 a month.

I signed up for coverage a few days later online and filled in my credit card information for the initial payment and my banking account number as well as my routing number because they won't take credit cards/debit cards after the initial payment.  I received a letter on January 5th, 2014 stating that my credit card/debit card had been declined.  Since the money was in the account I was very frustrated and confused. 

On the morning of January 6th, 2014 I called Cigna to make the payment.  I was on hold for 54 minutes on the 877-484-5967, Cigna Billing & Enrollment Services. before Annette answered.  I spent 36 minutes on the phone with Annette attempting to clarify all of my information in their system and to make a payment.  At the end of the call when I was holding for her to give me my confirmation number she said she was sorry but their system had just crashed and she couldn't verify payment so I'd have to call back later.  When I asked if someone could call me back so I didn't have to wait on hold she said no.  She wasn't rude but very unhelpful.  When I asked to speak to a supervisor she said there wasn't one available but she'd take my name and number and have one call me back within 24 to 48 hours.  As of January 17, 2014 I still haven't received that call back.

I called at 4:30 that afternoon, January 6th, 2014 and was on hold for 59 minutes before Henry answered. He was very apologetic and provided excellent customer service.  I was on the phone with him for 23 minutes.  He said he didn't see any notes from where I'd spoken to Annette that morning.  He took my card number and checking account number and routing number to pay the initial payent and to guarantee that the payment, going forward, would be directly taken out of my account.  HE GAVE ME A CONFIRMATION NUMBER FOR THE INITIAL PAYMENT THAT HE PROCESSED WHILE I WAS ON THE PHONE WITH HIM!

On January 15th, 2014 I received another letter stating that my credit card was declined!  At this point I have no idea how to get a payment processed by them.  There were more than sufficient funds in my account to pay for the insurance so it was very obvious that this was a problem on their end!  I was on hold for 26 minutes before Joe, a woman, answered.  HER CUSTOMER SERVICE SKILLS WERE APPALLING!  Of course I was angry.  Or course I was short with her.  However, rather than respond with courtesy she responded with shortness, abruptness and rudeness!

I was on the call with her for 33 minutes, most of which was on hold waiting for a manager.  I attempted to get her to help me but she said she didn't see any notes where I'd spoken to anyone. She definitely didn't see a payment with a confirmation number.  SHE STATED THAT MY CONFIRMATION NUMBER FOR MY PAYMENT MEANT NOTHING! I asked what a confirmation number was for if not to verify a payment.  She had no answer.  After several minutes of dealing with her I asked to speak to a manager.  She said there wasn't one available.  I insisted that I speak with one.  She stated again there weren't any available nor would there be and that she could only take my number and pass it on but she couldn't guarantee that they'd return the call within 24 to 48 hours. 

I insisted again and she put me on hold.  After 26 minutes she came back on the line and said she'd been told that either she could help me or she'd have to end my call.  I asked her what I could do to guarantee they received my payment?!  She said all I can do is take your bank account number and routing number and send it on for someone to attempt to process the payment BECAUSE DUE TO MY CARD BEING DECLINED THEY WOULDN'T TAKE MY CARD INFO AND ATTEMPT TO USE IT AGAIN!

Today is January 17th, 2014 and there still hasn't been a payment taken out of my account!  Neither have I received a call from a manager! I did an online report on January 16th, 2014 to Office of Insurance and State Fire Commissioner for the state of Georgia but that isn't going to immediately solve my problem.

I am beginning to believe that they don't want to insure me thus they can't/won't process my payment. I'm going to have to call them back today and sit on hold forever and speak to another rep who can't/won't guarantee my payment...EVEN IF THEY GIVE ME A PAYMENT CONFIRMATION NUMBER??!! ANY SUGGESTIONS??

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#1 Consumer Suggestion

Suggestion on help with Cigna

AUTHOR: Pet Lover - ()

Hi. I have been where you are. Stop calling Cigna. You're right; the "confirmation numbers" the reps give you mean nothing! Also, the reps are supposed to write detailed notes of their conversations with you. Yet, they rarely do. Each time you speak to someone at Cigna, you must repeat your story from the beginning because none of the previous reps have kept any records of their calls with you. In my experience, Cigna reps are poorly trained and clueless about processing claims or how to practice good customer service. Calling the Cigna 1-800 number is unfortunately futile. Don't waste any more of your time! Instead, email them at this address:

Using this email address was the only way I got anywhere with Cigna. I believe the email address is manned only by supervisors, not untrained reps. By writing to the above address, you're assured that your issues (and the Cigna responses) are in WRITING. That goes a long way. 

The email address and whatever correspondence you receive are completely secure and confidential. You will need to set up an account first and provide your Cigna i.d., date of birth, etc. I was skeptical at first, so I sent a test email to that address. Do that first if it makes you feel more comfortable. But, it is indeed a legitimate email address.

I wish you luck.  


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