Cigna Healthcare

In short

Call Cigna customer service (1-800-997-1654, 24/7) or the number on your ID card, get the denial reason in writing, and file the internal appeal with Cigna's medical appeal form within the deadline in the denial letter. Whether external review is run by your state or under federal ERISA rules depends on whether the plan is fully insured or self-funded by the employer, so ask. Cigna's claim-review practices have drawn press scrutiny, and appeals often succeed. Be wary of "free" tests that ask for your insurance information; report fraud to Cigna's Special Investigations hotline at 1-800-667-7145.

How complaints actually go

• Customer service is 1-800-997-1654 and medical, dental and vision coverage and claims is 1-800-244-6224, both 24/7; behavioral health is 1-800-433-5768. Live chat (myCigna sign-in) runs Monday-Friday, 9 a.m.-8 p.m. ET for some products. Cigna contact us
• The contact page lists no specific complaint or appeal line; Cigna's member rights page says to call Customer Service at the toll-free number on your ID card, and that Cigna will guide members through the grievance process if they disagree with a decision. Cigna member rights
• Appeal forms are on Cigna's customer forms page: the Medical Appeal Request, an Appointment of Representative form, and a separate Evernorth behavioral health appeal form for behavioral health denials. Cigna customer forms
• After the internal appeal, ask for external review within 4 months of the final denial; the insurer must follow the reviewer's decision. HealthCare.gov: external review

What tends to work

• Appeal. In Medicare Advantage, The Cigna Group overturned 96.0 percent of appealed denials for skilled nursing facility admission in June 2024. HHS OIG OEI-09-24-00331, June 2026
• Ask why a claim was denied and who reviewed it. In 2023, ProPublica and The Capitol Forum reported that Cigna doctors denied over 300,000 payment requests in two months through a "procedure-to-diagnosis" (PXDX) review, spending an average of 1.2 seconds per case; Cigna called the description "incorrect" and said the reviews happen after care is given and do not deny care. ProPublica, March 2023
• Language interpretation and TTY services are available for complaint and appeal processes; ask for them. Cigna member rights

Traps and fine print

• Claims, explanations of benefits and chat need a myCigna sign-in, and chat is English only. Cigna contact us
• Claims go to product-specific mailing addresses (medical: Cigna Healthcare, PO Box 182223, Chattanooga, TN 37422-7223); appeals go to the address on the denial letter. Cigna contact us
• Cigna's external review request form on the forms page is for certain Virginia plans only; other members should follow the external review steps in the denial letter or call the number on the ID card. Cigna customer forms
• Missing the 180-day internal appeal window under the federal rules ends the right to appeal. HealthCare.gov: internal appeals

By the numbers

• Medicare Advantage, June 2024: The Cigna Group denied 8.8 percent of skilled nursing facility admission requests (239 of 2,705) and overturned 48 of 50 appealed denials. HHS OIG OEI-09-24-00331, June 2026

Scams that target customers

• Cigna warns about promotions that offer free tests, treatment or services, especially when a provider asks for your insurance information. Cigna: report fraud
• Report suspected fraud to Cigna Healthcare Special Investigations: 1-800-667-7145, specialInvestigations@evernorth.com, or 900 Cottage Grove Road W3SIU, Hartford, CT 06152. Cigna: report fraud
• "Free" genetic tests offered by phone, at events or door to door are used to steal Medicare information; refuse kits your doctor did not order. HHS OIG genetic testing alert