CIGNA HealthSpring Customer Service Issues

Subject: Difficulty Getting Explanation of Benefits from CIGNA I urgently need help with receiving my Explanation of Benefits from CIGNA in the correct format. This is my sixth attempt at resolving the issue. Initially, I made an error by adding my brother as a personal representative, causing complications as CIGNA interpreted this as a change in participation. Despite seeking assistance from multiple CIGNA phone representatives in the past four attempts, including discussions with Erica Black from CIGNA's South Carolina office, I have not received a resolution. I have contacted Erica Black at [redacted], but she has not responded to my messages. Although the EOBs are now being sent to my Florida address, they are still addressed to my brother, despite numerous explanations to CIGNA representatives. I am frustrated by the complexity involved in such a simple task with CIGNA. Thank you, J. F. Slagle Group Number: [redacted] ID Number: N[redacted]8

I'm a provider inquiring about a claim. After attempting to reach a representative for 45 minutes, I encountered issues with being transferred to inactive lines or getting disconnected. The last interaction led me to the patient line out of desperation, which also did not assist me. Upon reaching a person and explaining my concern, I was promptly transferred to a survey without addressing my issue. The lack of professionalism among your customer service representatives is disappointing. I seek guidance on how to address why claims are denied, and I urge for a direct conversation with a representative rather than automated responses. Thank you, T. Erwin

I am experiencing a frustrating situation with my recent visit to Beckman Audiology Center following an approval letter from May 23, [redacted]. Despite purchasing new hearing aids due to a significant decline in my hearing, I am facing challenges with Cigna Healthspring regarding my reimbursement claim. After contacting them multiple times and being given different addresses for submitting the claim, I have yet to receive any updates or reimbursement. The cost of the hearing aids was $6,[redacted].00, and I was informed that Cigna could cover up to $[redacted].00 based on my approval letter. I am seeking assistance in locating my claim and expediting the processing to resolve this issue promptly.

I am extremely dissatisfied with Katzen Eye Group. Are you considering changing vendors in Maryland for [redacted]? My visit to Katzen was 1 1/2 years ago. The doctor I saw was pleasant until she learned I wasn't buying new glasses. She then suggested I might fail my next DMV eye test. I went because of a film over my left eye from a cataract removal 5 years ago. The doctor found an irritated cornea, provided eye ointment and preservative-free dry eye drops. Despite dilating my eyes, I couldn't see, so no eye test was performed, yet she advised new glasses? After using the ointment and drops, the film vanished, and my vision improved. I prefer seeking eye care elsewhere following my negative experience at Katzen. Thank you, Anita Barkhorn.

On December 1, [redacted], I contacted your company to enroll in insurance. After researching, I opted for the "Cigna HealthSpring Preferred Direct plan." Despite initially expressing interest in a different plan when speaking with representative "Gail," I later confirmed my choice for the Preferred Direct plan. While I received my new insurance card and communication from you, I did not receive any information regarding the dental insurance I signed up for until I inquired on January 2, [redacted]. Speaking with "Daniel," I learned about the statement schedule and requested a Summary of Benefits. On January 3, a pharmacy visit revealed missing BIN and PCN numbers on my insurance card. After contacting customer service and speaking with "Teresa," I obtained the necessary information. A subsequent call on January 4 to the customer service line led to a conversation with "Monica," who mentioned a discrepancy in the application submitted by "Gail." Monica assured me of re-submission and remedying the situation promptly. As of today, I am still without the correct plan details, dental information, and clarity on the next steps. This ongoing issue is frustrating and concerning, and I expect a resolution soon.

On January 2, [redacted], I submitted a dispute letter to Cigna Healthsprings regarding a claim they declined to pay additional charges for. On February 27, [redacted], I received a bill from my provider for the disputed claim. I contacted the provider first, who directed me to my insurance company. I then called Cigna customer service on the same day and was transferred to the dispute claims department after a few minutes on hold. I waited for 1 hour and 20 minutes on hold before leaving a call back number as prompted by a recording. However, as of March 4, [redacted], I have not received a call back yet. Even though I no longer have Cigna coverage, this issue occurred during my active coverage period, and I believe Cigna Healthsprings should address it appropriately.

I have been a loyal customer for years. I recently filed a reimbursement claim with my insurance for my eyeglasses. Even though I provided the requested information to X, my claim was denied because the receipt I submitted from Walmart did not meet your standards. I am owed $[redacted] in reimbursement, and this issue has been ongoing since August. It is crucial that this matter is resolved promptly. Please process my reimbursement so that I can continue to be a satisfied customer. This is the third time I have encountered issues with receiving reimbursements, and I hope we can resolve this quickly.

On May 22, [redacted], I was contacted by the MOOP department regarding a check sent to my late spouse at the wrong address. I promptly submitted all necessary documentation to your office that day for the check to be reissued. Despite the check being reissued, it was once again sent to an incorrect address. Despite providing my current address in all five of my calls to customer service in the last 90 days, it was only today that the correct address was acknowledged. This experience has left me questioning the competence of your customer service team and IT system integration. I received a call from the MOOP group today indicating that the process to resend the check has begun. I am now considering switching my insurance provider due to this level of inefficiency. I hope this issue will not impact the resolution going forward, but it raises concerns about your overall service quality. Please feel free to contact me via email regarding this matter. - Thomas K., Hohenwald, TN

I received a phone call about 15 days ago regarding an order, but I was confused as I hadn't received a catalog of products to order from. The caller mentioned I could order up to $[redacted] worth of items monthly and that I had $[redacted] credit. However, I still haven't received the catalog. I'm unsure if this is a legitimate service or a scam. I tried calling, but the wait time is very long. Can someone please provide more information about the catalog and how it works? Thank you.

I am looking to explore the additional benefits my mother may qualify for. I came across Joe Namath's advertisement about benefits, but I am having trouble locating Cigna Health Spring's version of it. I am particularly interested in details about arranging home visits as my mother's health is declining. Can you please provide me with a link to the Medicare resources related to this policy? Thank you. R. Scott (daughter of R. Dooley) Designated Representative for Ms. Dooley under HHS.

I am Reba S., acting as an authorized representative for my mother regarding her Cigna Health Spring policy. Her details are: Member ID# [redacted]2, DOB 11-6-[redacted], and contact number [redacted] (use my number [redacted] as she struggles to hear). I am encountering difficulties in utilizing her hearing aid benefit to acquire a new one. Consequently, I have two inquiries: 1. In light of the Covid-19 situation, my 86-year-old mother is unable to leave the house. How can we obtain a new hearing aid without a hearing test? I doubt the online test's validity. Is there an alternative to the test to secure a high-level aid? 2. Are OTC hearing aids covered under her policy at the same $[redacted] per ear rate? Additionally, could you provide me with the policy guidelines and relevant information on the hearing aid section? Thank you, Reba S. [redacted]

I am a board-certified American cardiologist with 20 years of experience in interventional cardiology. Throughout my career, I have worked both independently and as part of various medical groups and hospitals, allowing me to gain valuable insights into billing practices within the healthcare industry. I am currently transitioning away from direct patient care and am interested in joining your esteemed institution in a role focused on evaluating claims submitted by practitioners and hospitals. My background has provided me with a deep understanding of billing fraud and overpayments, and I believe I can effectively identify and rectify inappropriate reimbursements. If this department is not the right fit for my expertise, I would appreciate any guidance on where my skills may be better suited within your organization. Thank you for considering my application. Kind regards, Dr. Amjad Butt, MD, FACC

I am an American-trained and board-certified physician in internal medicine and cardiology with extensive experience in solo and group practices. Recognizing the widespread issue of fraudulent billing practices in the healthcare industry, I am eager to leverage my expertise to detect and prevent false claims and overbilling. After years of independent practice, I have made the decision to transition to a role within an institution like yours where I can contribute to rooting out financial discrepancies and protecting healthcare providers from undue financial strain. Should you not be the appropriate contact for such inquiries, I kindly request guidance on how to proceed with my application. Thank you for your consideration. Sincerely, Amjad Butt, M.D., FACC [redacted] Email: [redacted]

I, Deborah J., with Member #[redacted]4, recently received a "Notice of Denial of Payment" from you for $3,[redacted].30 for services on January 8, [redacted]. Reviewing past services, it consistently showed patient responsibility of $0, with a few $[redacted]+ amounts labeled as potential bills. This unexpected discrepancy is concerning, especially for someone dealing with a heart problem like myself. If this is a coding error, please coordinate with the appropriate staff at Wake Forest Baptist Hospital to rectify it promptly. I am alarmed by the surprise billing for such a large amount, and I believe there are regulations against such practices. I urge you to address and resolve this issue quickly. My expectation is that the $[redacted].00 payments I've already submitted cover these procedures, as indicated by my doctors.