Cigna Healthcare: billing error

Collect

• provider bill
• EOB
• member ID card

Steps

1. Compare the provider bill with the EOB in myCigna.

   OnlineFile a claim, view claims and EOBs (myCigna) Sign-in required

2. Call the claims line about a claim processed wrongly. Ask the provider to rebill to the EOB amount.

   PhoneMedical, dental and vision coverage and claims +1-800-244-6224

3. If it is not fixed, file an appeal with the medical appeal form.

   FormMedical appeal request form (printable PDF)

More contacts for this issue

Rules in force

• No Surprises Act (surprise billing protections and good faith estimates)
  45 CFR part 149 (including 149.420 and 149.610)

  Protects patients from out-of-network surprise bills for emergency care, for non-emergency care by out-of-network providers at in-network hospitals and surgery centers, and for air ambulance services. People who are uninsured or not using insurance get a good faith estimate and can dispute a bill that is at least $400 over the estimate.

  Source: cms.gov, verified 2026-10-12

  3 citable points

  • Deadline

    Uninsured or self-pay patients must get a written good faith estimate: not later than 1 business day after scheduling when care is scheduled at least 3 business days ahead; not later than 3 business days after scheduling when scheduled at least 10 business days ahead; and not later than 3 business days after a request.

    Source: law.cornell.edu, verified 2026-10-12

  • Deadline

    Patient-provider dispute resolution is available when the provider charged "$400 or more" than its good faith estimate, for care on or after January 1, 2022, with an initial bill dated within the last 120 calendar days. The patient pays a "$25 non-refundable administrative fee".

    Source: cms.gov, verified 2026-10-12

  • Policy

    While a patient-provider dispute is in progress, the provider or facility may not move the bill to collections or threaten to, and must stop pursuing payment of a bill already in collections until the dispute is resolved.

    Source: cms.gov, verified 2026-10-12

• Restore Online Shoppers' Confidence Act (ROSCA) negative option requirements
  15 U.S.C. 8401-8405

  A seller that charges consumers online through a negative option feature (for example an automatic renewal or a free trial that converts to paid) must clearly disclose all material terms before taking billing information, get the consumer's express informed consent before charging, and provide simple mechanisms to stop recurring charges. The FTC enforces ROSCA.

  Source: law.cornell.edu, verified 2026-10-12

  1 citable point

  • Policy

    The seller must obtain "a consumer's express informed consent before charging the consumer's credit card, debit card, bank account, or other financial account".

    Source: law.cornell.edu, verified 2026-10-12

If that fails, escalate

Go up one step at a time. Keep the reference numbers and dates from each contact.

1. Customer service

   PhoneCigna Healthcare customer service +1-800-997-1654

   Use the number on the back of the member ID card.

2. Written complaint

   FormMedical appeal request form (printable PDF)

   Internal appeal or grievance, sent to the address on the denial letter.

3. State agency

   Your state’s insurance department. Find it in the list of state agencies (also as JSON: states/<code>.json, for example states/ny.json).

   External review for fully insured plans; complaint to the state.

4. Federal regulator

   RegulatorU.S. Department of Labor, Employee Benefits Security Administration +1-866-444-3272

   Employer self-funded (ERISA) plans.

5. Federal regulator

   RegulatorCMS No Surprises Help Desk +1-800-985-3059

   Surprise bills under the No Surprises Act.

Watch out

Related

• Billing error at other companies
• How Cigna Healthcare complaints actually go (dossier, checked 2026-10-12)
• Health insurance — how complaints work
• Cigna Healthcare: insurance claim denied
• Cigna Healthcare: surprise medical bill