susan P.
Cigna doesn't care
I had Cigna dental for a few years and the plan was ok. I got new insurance in May 2025 and called Cigna on 5/2/25 to cancel my policy and auto-pay. The representative asked me if i wanted to cancel the May payment. I said yes, since I was cancelling the policy, I wouldn't need a payment for May. The representative told me that it would take 3 business days to cancel the policy and 7 days for a written confirmation. On 5/21/25 I received an email indicating my account was past due. I called customer service immediately and was told that the policy was scheduled to be cancelled 5/31/35, the May payment was due, and an auto-payment was scheduled for 6/5/25. On 5/2, the rep (Matt) did not tell me the cancellation would occur 5/31 and that the May payment was required to be paid. Why would he ask if I wanted to cancel the May payment if he knew the policy had to remain in effect until 5/31 and a payment would be required? Incompetence or lack of training from Cigna. On 5/21, after 40 minutes on the phone with the billing department, they said if I didn't pay the May payment, they would send it to collections. I shouldn't be penalized for Cigna's incompetence. The billing supervisor stuck to the script and didn't attempt to resolve the issue that was caused by their employee's error. The only recourse I have is to make the payment to avoid being sent to collections and write this review. Is it too much to ask that companies actually care about their customers and provide good customer service? Cigna doesn't.
Response from CignaMay 23, 2025
Hi Susan, we care about your customer experience and we would like the opportunity to help look into your May payment concern. Please email us at [email protected] and include your Trustpilot profile name to be connected with a customer advocate.