CignaReviews of cigna.com

Terrible service - still on hold after an hour. Not even a decent call queuing service to give you an idea of how long you might wait. Clearly this company doesn’t care about adding to someone’s stress levels when they’re already unwell. Will be feeding back to my company on how well their staff are not provided for, for the premium paid. Shocking. Choose bupa or spire

I spent 45 minutes on hold before someone actually answered to tell me that yes they were charging me two excesses for the same course of physio. I tweeted and sent a direct message to Cigna to try to challenge this but, surprise, surprise, no one ever got back.

Sadly in the same situation as other reviewers - cannot obtain an authorisation code I have tried every channel no one responds including LetUsHelpU email Calls are never answered, callback requests ignored Really not fit for purpose

I have tried ringing, requested a call back, used the contact facility in the portal and emailed the UKHB email address given in the automated phone message and received no response other than a server message telling me that my email had been rejected. I need to speak to someone regarding pre-authorisation for a referral. While the consultant I hope to see works for Cigna UK’s preferred provider, theassessment costs £1200. I don’t want to book an assessment only to find that my claim is not authorised. I have just forwarded my email to the US email address given, but this is no way to run a service! We have had healthcare schemes with previous companies and have got through in minutes any time we have called. We have never come across a healthcare service like this. All organisations have been affected by the pandemic, but most by now have developed very effective ways of working online. Having read reviews citing the issues experienced by members in the past few weeks, I do wonder if customer service difficulties in the UK go beyond the constraints of pandemic working. Update: I am pleased to report that I have had an initial reply from the US customer service team. Hopefully they will be able to assist. Latest update - on the phone for a further 30 minutes today with no success. Have now taken the callback option but am not hopeful. Still no update from the LetUsHelpU team after the initial email yesterday asking for my DOB. GP has now written referral letter, I have identified a consultant who operates through the preferred provider, and T&Cs indicate that an assessment will be covered, but until I can get pre-authorisation of my claim, I am unable to proceed. I note a press article referring to 36 jobs axed at Cigna in Scotland, and wonder if this may be the reason that so many people are unable to get through? 27/5 - I appreciate the reply from JW at Cigna, but I have already contacted this email address and provided my DOB as requested, and I am still awaiting a response. 28/5 - received a call-back and the team couldn’t have been more helpful. My pre-authorisation is now in place. However, I almost gave up pursuing this medical assessment because of the extended call waiting, etc. I hope that the customer service team is bolstered as soon as possible, so that existing staff aren’t over-loaded and response times can return to an acceptable level.

I have been trying to get through for over a week for a hospital referral and I am in agony whist having to through through this hassle. No matter what time of day I call, no one ever answers, absolutely shocking customer service. I have left my number for the call back option they recommend but no one has ever called me back. I am at an utter loss of what to do to get the treatment I need. So incredibly frustrated.

On hold over an hour (and counting) for breast cancer screening authorisation code. This is completely appalling and well out of line with the market (previous employers have provided Bupa and WPA cover). It's terrible to add to customers' stress. Every day of delay in diagnosis matters, and presumably customers of competent providers are booking up appointments whilst I wait. Perhaps Cigna is hoping we'll just give up and pay for private referrals? It's nothing short of a scam.

2 days of trying to make contact to obtain a referral authorisation. Phones just ring and ring. Have left details for call back service but still no response. For a company that is meant to help with well being, there is nothing worse than receiving poor service and left hanging around. Certainly would not recommend

Terrible service. Pay a medical insurance, and then when its time to claim, Cigna make it as hard as possible. Been on hold for an hour, have left two automated call back requests - nothing! I have a medical appointment booked with a BMI hospital and require an authorization number,