InsuredBetter's Cigna Score
2.5 Stars
We award Cigna 2.5 out of 5.0 stars. Cigna is one of the largest health insurers in the US, and is highly rated by AM Best and the BBB. The company offers a variety of health plans for employer groups, as well as plans for individuals and families.
Cigna’s plans offer coverage for hospitalization, office visits, immunizations, and other types of preventive care services. Members also have access to HSA plans (available for high-deductible plans). The company offers customer services 24/7, 365 via its award-winning call center, and online through the myCigna member portal and mobile app. The company provides a variety of other resources, such as provider and procedure search, prescription drug management, and more, through myCigna.
Cigna has a large provider network, and most plans cover out-of-network providers, as well, although at a lower amount. Plans types include HMO, PPO, Open Access, and high-deductible health plan with HSA. There is something to fit the needs of most employer groups.
Cigna also has numerous positive customer reviews. As with many large companies, Cigna also has a lot of negative reviews. Most of the complaints against Cigna revolve around denied claims and poor customer service, which are very common complaints against health insurance companies. The company would be well-served to improve its performance in these areas in order to bolster its reputation.
Cigna at a Glance
- Cigna is a global health insurance provider that offers private health insurance in ten US states: Arizona, Colorado, Florida, Illinois, Kansas, Missouri, North Carolina, Tennessee, Utah, and Virginia
- A (Excellent) rating from AM Best
- Cigna has an “A+” rating with the BBB; it is not accredited but has applied for accreditation and it is under review
Cigna Pros and Cons
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Cigna is a financially sound insurance company.
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Cigna health insurance is not available nationwide.
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The carrier has high financial strength ratings as well as an award-winning customer service center that’s available to members 24/7.
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Not all forms of supplemental health insurance policies are able to be combined with the basic health insurance policy.
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Out-of-network approvals are not required for most plans.
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There are a large volume of customers complaints about claims denials and customer service problems.
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The company provides access to a large national network of quality providers and facilities, and also offers free telehealth services to members.
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The myCigna website and mobile app makes it easy for members to manage coverage details, claims, appointment reminders, spending, health goals, and more.
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Policyholders can search plan network doctors, estimate costs, check claims status, and get insurance ID cards all online.
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There are several attractive member benefits including access to a home delivery pharmacy, health information helpline, rewards programs, and flu shot information.
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What Type of Insurance Does Cigna Offer?
Cigna offers health insurance for individuals and families on the health insurance marketplace. The company also offers dental insurance, vision insurance, Medicare plans, and other supplemental insurance plans for individuals and families.
For employers, Cigna offers the following types of insurance.
- Group health insurance (PPO, HMO, Open Access, customized local plans, traditional indemnity plans, high-deductible health plans)
- Savings and spending accounts (HSA, FSA)
- Dental and vision plans
- Health and wellness programs
- Pharmacy programs
- Group disability, life, and accidental death and dismemberment insurance
An independent insurance agent can help you learn more about Cigna's individual plans or employer group plans.
What to Know about Cigna
Cigna is a global health services company dedicated to improving the health, well-being, and peace of mind of its customers. The company was formed in 1982 as a result of the merger of INA Corporation and Connecticut General Corporation. Both INA and Connecticut General Life Insurance Company were old, well-respected company names in the insurance industry. The Insurance Company of North America (INA) was founded in 1792 and Connecticut General Life Insurance Company (CG) was founded in 1865.
Today, Cigna has over 180 million customer and patient relationships in more than 30 countries. The carrier is headquartered in Bloomfield, Connecticut, and has a global workforce of more than 70,000 employees. Cigna has an annual revenue of over $153 billion, and is rated A (Excellent) for its financial strength by AM Best.
Cigna’s subsidiaries include Connecticut General Life Insurance Company, Cigna Health and Life Insurance Company, Life Insurance Company of North America, and Cigna Life Insurance Company of New York.
Quick facts about Cigna
- Over 1.5 million relationships with health care providers, clinics, and facilities
- Over 67,000 contracted pharmacies representing more than 99% of all US pharmacies
- Over 175,000 mental and behavioral health care providers, a network that has grown 70% since 2016
- 17 million global medical customers
- 17 million global dental customers
- 22 million US customers covered by group disability and life
- Medicare Advantage plan in 16 states and Washington, D.C.
- Medicare prescription drug plans in all 50 states
- Ranked #13 on the 2020 Fortune 500 List
What Discounts Does Cigna Offer?
Cigna does not make information about its specific discounts or reward programs readily available.
Cigna Customer Service
Here's what you need to know about Cigna's customer service.
- 24/7, 365 customer service by phone
- Online live chat, Monday – Friday, 9:00 am – 8:00 pm EST, via myCigna member portal
- Message Cigna on social media via Facebook and Twitter
- Contact any time by regular mail
| Days | Hours (EST) |
| Monday-Friday | 24/7, 365 |
| Saturday | 24/7, 365 |
| Sunday | 24/7, 365 |
Cigna FAQs
What is Cigna’s average claim response time frame?
The provider, not the member, typically files health, dental, and vision claims. Cigna does not report an average claims response time.
Cigna customers can view their claims status by creating a user ID and logging into myCigna.
What is Cigna’s customer service availability?
Cigna’s customers can contact the carrier by phone 24/7, 365. Policyholders can also search plan network doctors, estimate costs, check claims status, and get insurance ID cards all online. The company also offers customer service via live chat, email, regular mail, and via Facebook and Twitter.
The company offers a robust myCigna member portal and mobile app. From the member portal or mobile app, members can do the following.
- View, print, or send ID card information (front and back) from mobile device
- View, search, and bookmark claims quickly
- Instantly access deductibles, out-of-pocket maximums, and health fund balances and contributions
- Manage prescriptions
- Look up drugs and compare actual costs at pharmacies nationwide
- Research quality and cost of in-network doctors, dentists, and pharmacies
- Look up common procedures and compare costs of providers
- View plan coverage and details
- Track progress toward achieving health goals and awards
- Organize and manage your health information and contacts
The company also offers the Cigna Wellbeing mobile app, which provides valuable health assessments, exercise and nutrition trackers, health tips, wellness tools, and access to telehealth.
Employers have access to a variety of online tools as well. The employer member portal lets employers do the following.
- Support employees’ benefits and claims
- Manage eligibility information
- Track spending and plan performance
- Manage finances and plan for expenditures
What is Cigna’s claims process?
When Cigna receives a claim from a provider, the company checks it against your plan to make sure the services are covered. In some cases, procedures must be pre-approved before you receive care or the claim may be denied. If you purchased coverage on your own through a state or federal marketplace, the plan may require that you see providers in the plan’s network; the claim may be denied for out-of-network services.
Customers can see the status of any claims on the myCigna customer portal or mobile app. When a claim is approved, Cigna pays the health care provider or you, depending on who submitted the claim. In most cases for in-network care, providers will file claims for you and you’ll receive an explanation of benefits, or EOB. Your EOB is not a bill, but an explanation of how your claim was paid. The provider will bill you directly for any amounts you owe to them under your plan.
Does Cigna create a user-friendly experience for customers?
Cigna’s website is comprehensive and was easy to navigate. The company offers an easy-to-use and robust online portal and mobile app where member can access a wide variety of information about their policy, and other tools for managing costs and care. Cigna also has an award-winning national call center that is open 24/7, 365.
Does Cigna have good health insurance?
Cigna offers health insurance to individuals and families on the health insurance marketplace. These plans are somewhat constrained by the mandates of the Affordable Care Act and the various plan levels that are available on the exchanges. But Cigna’s plans are backed by its financial strength and award-winning customer service offerings.
Group health insurance plans are highly customizable with many plan and network types, as well as the same award-winning call center and online customer service options.
All in all, in most cases Cigna is considered to have good health insurance.
Is Cigna a good insurance company?
Cigna is a large and financially stable health insurer. The company has a lot to offer to its customers in terms of plan options and robust provider networks. It also focuses on providing numerous convenient customer service options. But like any large company, customer satisfaction doesn’t always match up with the company’s promises. While the company receives numerous positive reviews, it also has an equal amount of complaints. Overall, however, Cigna is a good insurance company.
