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Cigna Insurance Review

Cigna insurance plans include individual health plans, supplemental health plans, and life insurance. Cigna insurance has an A+ rating with the Better Business Bureau. Use our free comparison tool to compare online insurance quotes now.

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Eric Stauffer is a former insurance agent and banker turned consumer advocate. His priority is to help educate individuals and families about the different types of insurance they need, and assist them in finding the best...

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UPDATED: Jul 28, 2020

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A big name in health insurance, Cigna traces its roots back to two venerable insurance companies that came together in the 1980s. Cigna offers individual and group health insurance plans as well as a range of supplemental products including Medicare, dental, and lump sum terminal illness plans.

About Cigna

Cigna has an impressive history; it was created in 1982 by the merger of two very old insurance companies. The first, Connecticut General Life Insurance Company, was founded in 1865. The second, INA Corporation, is the parent company of Insurance Company of North America, formed in 1792 and the nation’s first stock company. That takes Cigna’s history can more than 200 years.

Initially a big player in the property & casualty market, Cigna sold off a lot of worldwide assets in the 1990s including its life insurance business and focused on healthcare. The 2011 acquisition of HealthSpring, Inc. gave Cigna a big step into the Medicare market.

In 2015, Anthem, Inc. made a deal to acquire Cigna, but the merger was shot down in early 2017 after a protracted antitrust suit. The merger would have created a true health insurance giant.

For 2017, Cigna was ranked at number 70 on the Fortune 500 list. The company employs about 40,000 people and serves 15.2 million medical customers around the world. They provide Medicare Advantage plans in 17 states and Supplemental plans in all 50; our review of Cigna’s Medicare plans can be found here.

Cigna’s head office is located in Bloomfield, Connecticut. They have branch offices located in multiple locations across the country.

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Cigna Products

Cigna offers a variety of individual and group health insurance plans that differ from state to state. The website lists nine states in which individual plans are offered but provides employer-sponsored group plans across a larger region. Currently, Cigna offers individual plans in Arizona, Colorado, Florida, Illinois, Missouri, New Jersey, North Carolina, Tennessee, and Virginia

Beyond major medical, they also have an array of supplemental health plans available.

Individual Health Plans

For the purpose of this review, we chose to examine the plans offered in Illinois as a sample; again, these plans may differ from state to state. Plans are available at the Bronze, Silver, and Gold levels, with cost-sharing reduction options for those who qualify through the marketplace. These plans all utilize the Connect network and none of them offer out of network coverage. Cigna does offer PPO plans elsewhere.

Bronze Plans

There are two Bronze tier plans offered by Cigna, each with a cost-sharing plan option for those who meet income requirements.

The Cigna Connect 6650 has a $6,650 individual deductible that is doubled for a family. The plan has a $25 copay for primary care office visits, and a 50% coinsurance for specialist visits, which kicks in after the deductible is met. Copays for prescription drugs start at $10 with this plan.

The Cigna Connect 7150 plan has a higher $7,150 individual deductible, doubled for a family. Most services are subject to the deductible, including primary care visits for illness or injury. After the deductible is met, these are covered at 50%.

Silver Plans

There are two Silver plans available, each of which has multiple levels of cost-sharing options as well as American Indian specific plans. Applicants must qualify for these options through the marketplace.

The Cigna Connect 4000 has deductibles of $4,000 individual and $8,000 family. Primary care office visits are covered with a $25 copay before the deductible is met, but specialist visits are not; they are covered with a 30% coinsurance only once the deductible has been met. Prescription drugs are not subject to the deductible and start at $8 for Tier 1.

With a slightly lower deductible, the Cigna Connect 3400 plan covers primary care visits with a $15 copay before the $3,400 individual/$6,800 family deductible is met. Specialists, however, are subject to the deductible and covered with 30% coinsurance thereafter. Like the Connect 4000 Silver plan, prescriptions start at an $8 copay and are not subject to the deductible.

Gold Plan

There is only one plan at the Gold level, and it also has a few cost-sharing reduction options. This plan is the Cigna Connect 1400, which has a $1,400 individual deductible and a $2,800 family deductible.

While both primary care visits and specialist visits are covered before the deductible is met – at $15 and $50 copays respectively – many other services are still subject to the deductible and covered with a 20% coinsurance thereafter. The deductible on this plan is relatively low, but a Gold plan typically as better coverage than what we see here. Prescriptions on the Gold plan have the same copay amounts as the Silver plans, again surprising.

Supplemental Plans

Cigna offers a range of different supplemental plans to fill the gaps left by major medical plans.

Dental plans are available at several levels, from basic plans to cover preventative services, to more comprehensive options including orthodontic coverage.

Other supplemental health plans include:

  • Accident Expense
  • Lump Sum Cancer
  • Lump Sum Heart Attack and Stroke
  • Cancer Treatment

Life Insurance

Although Cigna has mainly divested itself of the life insurance market, they do still offer a whole life insurance product.

This permanent coverage is available with the option of a level benefit or a modified benefit amount. It is intended as a final expense plan, with issue ages between 50-85. Death benefit amounts range from $2,000 to $25,000.

The whole life program is available in most states.

Rates

This review was written outside of open enrollment, and as a result, Cigna was not offering rate quotes on their website. The site instead directs visitors to the marketplace website to compare quotes; here those who qualify for special enrollment can compare rates from multiple companies and not just Cigna.

That website required a series of qualification steps, and as a result, we were unable to obtain quotes.

It is unusual for a company as big as Cigna to make it difficult for visitors to get a quote, even outside of open enrollment. Since any number of reasons may qualify a person for special enrollment, quoting should be readily available at all times. This is the first major health insurer we have encountered where quoting was not available all year.

Claims

Cigna does not make any claims information readily available on their website, a practice that is common for health insurance companies. Most claims are handled internally.

Customers can view claims status when logged into the “myCigna” area of the website.

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Ratings and Consumer Reviews

Cigna has an A+ rating with the Better Business Bureau (BBB), with 426 total complaints on file in the past three years. 165 of those were closed in the past 12 months. For such a huge company, that’s not a particularly high complaint volume.

Since Cigna serves a number of states under a variety of company names, there is more than one report on this company from the National Committee for Quality Assurance. An overview of most of the states they serve, however, shows an average rating of 2.5-3.5, with a 3.0 in most states. Only in Maryland did the company earn a 4.0 rating.

Consumer Affairs has 644 reviews of Cigna, most of which are negative. Most of the complaints cite denied claims and poor customer service. Again, the complaint volume is not high for a huge company, and although the comments are similar in nature, they are generally the same complaints we see with most health insurance companies.

Cigna has been at the center of a few controversies; most notably a 2007 case where they denied a liver transplant to a patient who died while the case was being appealed.

The Bottom Line

Cigna’s appeal is most likely to depend on where the customer lives and what plans are available; it appears that a large portion of their business comes via employer group benefits rather than marketplace purchases. This means many customers are with Cigna because it’s what their employer offers, and may not have selected that company on the open market. Cigna’s complaint volume and ratings seem to put them in the middle of the pack for health insurers – average. Without rates for comparison, we are unable form a solid conclusion on Cigna.

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About Eric Stauffer

Author: Eric StaufferI am a former insurance agent and banker turned consumer advocate. My priority is to help educate individuals and families about the different types of insurance they need, and assist them in finding the best place to get it.

16 Comments

  1. I made 2 Flu shots for me and for my wife in Costco Pharmacy.

    Sent all provided documents including detailed receipt and prefilled forms from Cigna site.

    And, of course, before I went to Costco I call their customer service and they confirmed that Costco Pharmacy is in-network.

    Still refusing for reimbursement, demanding all kinds of nonsense: diagnoses, diagnoses code, tax information from Costco, itemized receipt (was sent with all documents).

    And that`s for $39.99

    Reply
  2. My primary physician has ordered within the last 3 or 4 years S/I joint injections to alleviate pain in my left S/I joint.

    The request was delivered to eviCore the contracting company employed by Cigna to evaluate the treatment my primary physician had prescribed.

    Each time eviCore made it difficult by requesting my primary physician to perform useless in-office tests which in my opinion amounted to nothing more than a stalling tactic for the procedure.

    In January of this year, 2029, I had lower back surgery. Subsequent to the surgery my Neurosurgeon ordered about three months of physical therapy.

    On the 14th of August, 2019 and after several weeks of discomfort in my left S/I joint, my neurosurgeon ordered another S/I injection.

    Last week I spoke with someone from Cigna and was told the procedure had been denied and that the anesthesiologist should arrange a peer to peer with their, eviCore, medical director.

    Apparently eviCore has a medical director in each of their offices.

    The eviCore website has multiple opening for medical directors.

    I also with someone for eviCore who told me the denial was due to the fact that their, eviCore’s, medical director thought I should have physical therapy prior to the S/I injection.

    My response to that statement was the it seemed to me the therapy should come after the injection and after the pain had subsided.

    My anesthesiologist’s staff is looking into the situation at this point in time in order to see if they can’t comply with eviCore’s wishes.

    A few years ago, when I had my first injection I paid for it out of my pocket as eviCore did not approve the procedure.

    I just do not understand how a physician, hired by an insurance company, who is several hundred miles away from me and has never seen me, can know what is best for my health.

    I watched eviCore’s video which shows their solemn faced, righteous, honest physicians deny that they make money from denying claims. BUNK!

    Reply
    • Executive Compensation
      As President and Chief Executive Officer at CIGNA CORP, David M. Cordani made $18,944,045 in total compensation.

      Name and title
      total compensation
      Timothy C. Wentworth
      President, Express Scripts & Cigna Services
      $8,875,346
      Nicole S. Jones
      Executive Vice President, General Counsel
      $4,009,355
      Jason D. Sadler
      President, International Markets
      $3,526,008
      David M. Cordani
      President and Chief Executive Officer
      $18,944,045
      Alan M. Muney M.D.
      Former Executive Vice President, Total Health Network & Chief Medical Officer
      $5,862,659
      Christopher J. Hocevar
      Former President, Strategy, Segments & Solutions
      $5,352,336
      Eric P. Palmer
      Executive Vice President and Chief Financial Officer
      $4,770,408

      Reply
  3. This pertains to CIGNA LTD (Long Term Disability) Insurance

    I purchased Long Term Disability Insurance with CIGNA (LINA) for about 25 years prior to making a claim.

    The insurance was offered through my employer State Farm. CIGNA covered 2 years of my disability (after the 6 month wait), however now they are performing a two year review for any occupation.

    An IME (Independent Medical Exam) has been scheduled by CIGNA for me, even though Social Security approved my claim on the first review.

    My medical records/history is very extensive, covering multiple surgeries and procedures in an attempt to try and make my conditions manageable; however they just keep getting worse.

    The pain is excruciating, it affects my sleeping, moods, mobility, relationships, everything in my life.

    It started out with Endometriosis in my mid early to mid-twenties, which ended up in a total Hysterectomy.

    The Endometriosis developed into Fibromyalgia, which then also was complicated my Diffuse Small Fiber Neuropathy (diagnosed as a result of a Skin Punch Biopsy).

    This affects my bladder, causing incontinence which is unable to be helped by Rx medications as I am beyond that point.

    I can wear heavy adult protection, with a heavy pad, all meant for adults with Incontinence, but when stressed it has gone through all my protection, soaking my blue jeans, causing me to have to put a towel on my car seat to drive home.

    I have Mental and Cognitive issues, which are in large due to my Physical Conditions which are all predicted to stay the same or get worse.

    There is NO prognosis for the medical conditions to ever get better, and or improve.

    From the voluminous amount of complaints by claimants about CIGNA on the Internet, I fully expect them to deny my claim as this is standard procedure for the company so their CEO, and VP’s can make all the money they do being overpaid for denying valid claims as indicated by past State Insurance Department investigations, fines, rulings.

    I have a Psychiatric Nurse Practitioner, Primary Care Physician, Rheumatologist, and Neuropsychologist who all support my disability and have written letters explaining the same along with what they are basing it on.

    I also have an Urologist who can support my Bladder/Incontinence issues, along with a prior Pain Management Doctor who after several procedures said there was nothing else he could do for me, as everything he could try was exhausted.

    I also provided a complete record from my prior Rheumatologist who I went to for years prior to my new one.

    CIGNA (LINA) has immense amount of test results, history of countless failed procedures performed in an attempt to alleviate my pain and urinary issues with no success, record of past missed work, and medical history which all backs my claim as being legitimate.

    *It is amazing just how many times CIGNA claims to not have received documentation even though the medical provider or us have included the Incident Number with a cover sheet, and every other place we are sending that information has received it.

    Also how many times the Medical Examiners reviewing the documentation for CIGNA take only certain words or sentences from a claimants Medical Providers to bolster their case, IE CIGNA Cherry Picks what they want to use, and disregards what does not support CIGNA’s case.

    For those suffering or those family members and friends going through this: I strongly encourage using this website as a means to voice your issues/concerns, along with writing your State Insurance Department and the Insurance Department for whatever state your disability policy was written in.

    Also writing the State Insurance Departments that previously investigated and fined CIGNA in the past Connecticut, California, Massachusetts, Maine, and Pennsylvania, as a means of letting those agencies know even though they cannot address your claim (if the policy and or state you live in is not in their jurisdiction) that things have not changed with CIGNA, so hopefully the States reinvestigate CIGNA and fine them again.

    Your State Legislature, Local Official’s, News Agencies such as Daily Mail, CBS, NBC, ABC, ETC. are all worth writing, along with Social Media and CIGNA’s Executives (once you have your handling Reps Email Address then you should be able to figure out the Executive Email Addresses by using the same format).

    The more people that fight this Mega Company the more chance they will be held responsible for their crimes of greed, dishonesty, and Bad Faith Claims Handling all for The Powerful Almighty Dollar.

    CIGNA has a massive amount of Lawyers and Lobbyist to make sure the deck is stacked in their favor, so only through a mass effort can we hope to change Corporate America.
    ***********************************************************************************
    Update:
    The CIGNA rep called to advise their doctor (the CIGNA doctor) is waiting for a return call from one of my wife’s medical providers, the Neuropsychologist, in the event we wanted to followup to make sure their call is returned.

    What is amazing is the letter from the Neuropsychologist is very clear regarding the medical issues preventing my wife from working.

    We feel it is very clear as well that CIGNA contacts the medical providers even if no clarification is needed, in order to skew the statements received in order to make them support CIGNA’s predetermination, that everyone CAN WORK NO MATTER WHAT.

    PER CIGNA IF YOU CAN FEED YOURSELF, AND ANSWER THE PHONE, THEN YOU CAN WORK!!!!!!

    ****Keep this in mind when you are looking into using them for LTD, and consider policies outside of what State Farm offers.

    Also, I read the CEO David Cordani made around 49 Million in 2016.
    *************************************************************************************
    The IME is over:

    The Dr. took 1/2 hour, refused to take any of the paperwork/medical records and supports we brought with us. Said he had everything they needed. This was a JOKE.

    Called the claims rep, she said they (CIGNA) take the limitations given by my medical providers, then reduce THE LIMITATIONS TO WHAT CIGNA FEELS IS SUPPORTED BY THE MEDICAL DOCUMENTATION (MEANING CIGNA CHERRY PICKS WHAT SUPPORTS THEIR STANCE) AND THEN SEARCHES FOR JOBS I CAN DO (EVEN THOUGH I CANNOT USE MY HANDS TO WRITE OR TYPE DUE TO EXTREME PAIN).
    ***********************************************************************************
    My husband does all the typing for the complaints.

    CIGNA would have paid around $46K for the rest of the claim as they are paying $250 which is the policy minimum based on how much I collect from Social Security.

    Bottom line: CIGNA Owns many politicians as they have many lobbyists and I am sure making many contributions to political campaigns to make sure the laws are in their favor.

    Fight so others may not get screwed as CIGNA does not believe in paying what they owe, no more, no less!
    **********************************************************************************

    Reply
    • Executive Compensation
      As President and Chief Executive Officer at CIGNA CORP, David M. Cordani made $18,944,045 in total compensation.

      Name and title
      total compensation
      Timothy C. Wentworth
      President, Express Scripts & Cigna Services
      $8,875,346
      Nicole S. Jones
      Executive Vice President, General Counsel
      $4,009,355
      Jason D. Sadler
      President, International Markets
      $3,526,008
      David M. Cordani
      President and Chief Executive Officer
      $18,944,045
      Alan M. Muney M.D.
      Former Executive Vice President, Total Health Network & Chief Medical Officer
      $5,862,659
      Christopher J. Hocevar
      Former President, Strategy, Segments & Solutions
      $5,352,336
      Eric P. Palmer
      Executive Vice President and Chief Financial Officer
      $4,770,408

      Reply
  4. Cigna plays God with your health.

    The company refuses to cover medical expenses for treatments other insurance companies have covered for years.

    Cigna does not consider how well your chronic conditions have been managed in the past, or what your doctor may order to monitor your condition.

    I’ve had rheumatoid arthritis for years, and under United and Blue Cross coverage was able to receive the treatments I need to manage my condition well.

    My husband has a severe case of myasthenia gravis that we have been able to manage with Blue Cross and United.

    Cigna does not care if people suffer; nor do the company’s doctors respect their highly reputable colleagues in the field of medicine.

    The doctors spend no time understanding your medical history; they simply follow standard black and white written protocols, without regard for patients’ well-being.

    Doctors should never prescribe treatments without seeing a patient and examining the patient, yet insurance company doctors dictate what can and cannot be done for patients without ever seeing them or reading their health histories.

    It should be grounds for them losing their license to practice medicine!

    They simply want to do the least amount they can for people so they can show corporations how much money they can save them.

    All medical insurance companies employ doctors to make such calls, but Cigna’s docs must be the worst in the country!

    AVOID CIGNA IF AT ALL POSSIBLE … YOUR HEALTH AND WELL-BEING DEPENDS ON IT!

    Reply
  5. If you have a health concern, CIGNA is NOT the health insurance you want. To get any procedure done, you will have to get prior approval which can take months. Their processes of appealing these cases if you do get a procedure done are obscure, to say the least. They have a 3rd party (EviCore) that reviews the claims and once they’ve denied it twice, you go straight to CIGNA only to find out you have 4 months to appeal the claim. The policy and procedures that they follow are asinine. Do yourself a favor, if you have other options, do not choose CIGNA as your provider.

    Reply
  6. Cigna Dallas Disability Management Solution group and their associated appeals group have engaged in possible fraud and conspiracy to commit fraud with practices like running the clock out, this is requiring information and testing to be submitted by a given date or they will terminate your claim. Cigna does not give ample time to get an appointment for testing and then have the information sent to them. If a person managed to get the information sent Cigna will claim they did not receive it, this has happened repeatedly. Cigna personnel never sent a copy of my policy even though I requested it 4 separate times and was told twice they would send it and when I contacted my agent they said they it had been sent and did not know why I had not received it. After terminating my policy I demanded a copy of the policy and to date, I have received 4 different versions. Each time I found items in the policies that would have been to my benefit they would state that it was the wrong policy and send a different one. All the copies show signs of being fabricated by “cut & paste” document manipulation. I have started the process of turning everything over to the Federal Authorities at Gov/SHIBA.

    Reply
  7. My mother has been on Zoloft, the brand name for 25 years. Multiple times she has tried other medications, but she is either allergic or they don’t work. Here I am 2 weeks before Christmas and Cigna, who she has had for 6 months, refuses to fill her prescription…. asking her to take the generic that she is allergic to. Claiming she is not established on the medicine… FOR 25 YEARS!!!!!!! This is a mood stabilizer and she is a teacher! What is wrong with this company ???

    Not to mention being denied my appeal to Cigna because they didn’t explain the directions properly to the doctor’s office!!!

    Reply
  8. Cigna is definitely NOT good insurance. They deny and delay necessary procedures and treat their members poorly.

    In short, I have a torn spinal disc on which I was supposed to have surgery about 2 months ago. Cigna denied my surgery, and my experience since then with Cigna in trying to resolve this has been utterly awful.

    Cigna decided that my surgery was not medically necessary because I hadn’t seen a psychiatrist, which is absurd. 2 MRI’s and other diagnostic procedures clearly indicate a torn L5-S1 disc as the source of pain. The issue with my spine is quite obviously mechanical, and so the requirement to see a psychiatrist was a complete waste of my time and money and kept me in pain needlessly. But I went ahead and saw the psychiatrist anyway, figuring it was the fastest way to get approval.

    After Cigna lost the records my doctor sent over multiple times, I was finally able to get them to confirm they had what they needed. At this time, I was told they would reach a decision in 5 business days. After a week, I called to find my case was not even under review. Then, I was given a new promise of a decision within 72 hours. After that time elapsed, I was told that no decision had been made and they couldn’t even tell me why. After several more calls and more conflicting answers, I’m now being told that I’ll have to wait 30 days. No one at Cigna seems to have any clue what is going on with my case, and they just give me false or conflicting information.

    Cigna “Customer Service” is a complete nightmare. They have given me false information over and over, and refuse to take any responsibility for it. I satisfied their requirements for this surgery over a month ago, and yet they continue to delay. They seem content to keep me in pain indefinitely, with an ever-changing story about when I’ll get a resolution. Cigna simply does not care about their members at all, and they operate in bad faith by using questionable denials and delays.

    Reply
  9. I live in Houston Texas, in the 77015 zip code, and Hurricane Harvey permanently closed East Houston Regional hospital. Then 3 weeks ago, another hospital my Cigna said I could use closed, Bay Area in Webster. This leaves one small hospital for my area, with over 100,000 Cigna Health Spring used to go to and it is over 45 minutes from our area. Plus, it has no specialists, few surgeons, and is very crowded. I want Cigna to open up conversations with hospitals in the Houston Medical Center, so we on Cigna Health Spring Medicare can use the Medical Center.

    Reply
  10. CIGNA CEO AND OTHERS SENIOR MANAGERS SHOULD IN MY OPINION HAVE A CLOSE LOOK TO THEIR MANAGERIAL STAFFS DEALING WITH CLAIMS AND OTHER ADMINISTRATIVE MATTERS IF THEY WANT SERIOUSLY TO DEAL WITH THEIR CUSTOMERS AND HAVE AN ACCEPTABLE REPUTATION.
    LATELY, I HAD A NIGHTMARE DEALING WITH CIGNA STAFFS. MOST OF THEM INCOMPETENT AND RUDE,
    I SPENT TODAY (26 DECEMBER 2017) MORE THAN A HOUR TRYING TO FIX A SERIOUS MISTAKE, AT THE INSURANCE PROFIT AND ADVANTAGE., I SPOKE WITH 5 STAFFS, WITHOUT ANY KNOWLEDGE OR UNDERSTANDING AND EACH TIME, THEY CUT THE PHONE. I REPORTED THIS MISTAKE MORE THAN 5 MONTHS AGO AND NO REPLY SO FAR. IN MORE THAN 20 YEARS OF MEMBERSHIP, I ONLY GOT TWO CLAIM STATEMENTS AND TOTALLY WRONG.
    THIS INSURANCE COMPANY IS THE MOST INCOMPETENT THAT I KNOW. ZERO MARK. TO BE AVOIDED. UNITED NATIONS SHOULD CUT THEIR COOPERATION WITH CIGNA

    Reply
  11. I need help with Cigna short-term and long-term disability. This is an awful company. I’ve been out of work for a year due to Dysautonomia, Severe Paradoxical Parasympathetic Syndrome, Chronic Fatigue, Severe Venous Flow issues, vestibular migraines, and possibly Multiple System Atrophy or Autoimmune Neuropathy. This awful company continues to cherry pick information sent to them to back up their denials. What do I do???

    Reply
    • Hi Colleen,

      It may be time to contact a local attorney that can help you in this manner. They will generally be much better at navigating through the red tape and getting to the bottom of issues like this. Many will work on a percentage basis of the total settlement, so you don’t have to pay if they don’t collect. Plus, almost all of them will provide a free consultation where they can give you a clearer view of the process.

      Best,
      Eric Stauffer

      Reply
  12. These people will not cover annual mammograms .We have been trying for 3 years they refuse to cover we pay for all charges

    Reply
  13. I have had Cigna as a supplement insurance since March of 2014. They were to pay twenty per cent of my medical bills after Medicare paid their eighty percent. Cigna was deducting $161.00 from my checking account each month. I have paid Cigna $1,777.00 and have paid nothing on my medical bills in which Medicare paid. I contacted Cigna in March of 2015 and informed them as of April I was canceling their service. When checking my bank account they took the months of April and May out of my account. I wrote them and requested a refund for those two months they took out and they have refused. I am contacting the Texas Insurance Agency regarding this company. I did not know this company operated in this manner.

    Reply

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