Cigna Healthcare’s customer service team is available whenever people need help navigating their health care benefits. By answering questions, addressing concerns, and providing personal support, our representatives strive to make health care easier to manage. Here are four examples of how they help customers through challenging times, offering guidance and providing peace of mind.

Guiding a new Medicare customer through the transition

Anne*, who had just turned 65 and was navigating the complexities of Medicare for the first time, was anxious about the cost of her medications and setting up home delivery. She reached out to Cigna Healthcare for assistance.

Anne spoke to Patricia, a customer service senior advocate who explained the entire home delivery process, one step at a time. Patricia stayed on the call until she had answered all of Anne’s questions and addressed all her concerns. After verifying Anne’s contact information, Patricia set up automated notifications to remind Anne when to refill her prescriptions and to provide status updates regarding her medication delivery. Patricia also reviewed each medication to verify the coverage and Anne’s anticipated out-of-pocket expenses.

“Patricia was a godsend,” Anne said. “She relieved my stress and answered all my questions. She is a good employee and a good person.”

Verifying a customer’s coverage

Believing that her medical coverage had been canceled, Brittany* was panicking about how to pay for numerous upcoming medical appointments and procedures.

She began to feel more at ease when she was connected to Melissa, a Cigna Healthcare customer service advocate who confirmed that Brittany’s benefits were still active. As an additional step, Melissa told Brittany that she had documented detailed notes of their conversation to ensure that any future inquiries about her benefits would reference the confirmed active status of Brittany’s policy. This provided Brittany with additional peace of mind.

“I just wanted to thank Melissa again for everything she did,” Brittany said. “She was very comforting, she was reassuring, and you have a good employee in her!”

Resolving a critical appointment issue

Linda* received a call from her eye care provider late on a Friday afternoon, informing her that the office had not received prior authorization approval for her Monday morning appointment and asking her to reschedule. With Linda’s tight schedule and the doctor’s limited availability, the thought of needing to reschedule the appointment was overwhelming.

At 6:58 that evening, Linda called Cigna Healthcare and was connected with customer service senior advocate Caroline, who took action immediately. She placed Linda on hold and reached out to the authorization service department, checking back with Linda twice during the wait time to reassure her that she was working on resolving the issue.

Caroline explained Linda’s situation and secured the prior authorization approval, which the doctor’s office received in time for Linda to keep her Monday morning appointment.

“Caroline was so professional, kind, and empathetic,” Linda said. “She just made me feel better about the whole situation.”

Getting “in the boat” with customers to navigate health reimbursement issues

Sam* and his wife, Tina*, encountered issues when their health reimbursement account (HRA) management company suspended their payment card. Tina had experienced a cardiac event earlier in the year, and they had been using their HRA card to pay her medical bills when they received a letter indicating certain payments needed to be verified as eligible expenses.

Sam explained their situation to Matt, a Cigna Healthcare customer service analyst, and expressed his concern about submitting the requested information to the HRA in time. Understanding the urgency, Matt arranged a follow-up phone meeting with an HRA representative, Sam, and Tina. During that call, the HRA representative confirmed which charges were being questioned and identified the Cigna Healthcare explanation of benefits (EOB) documents needed to substantiate them. The HRA rep guided Sam on how to submit those EOB documents through the HRA’s website, and Matt made sure Sam knew how to find and download the documents from myCigna.com.

“I just wanted to give a huge shout-out to Matt because he really, really helped us,” Sam said. “It was a very stressful thing… [that HRA] money was set aside at the beginning of the year to cover our budgeted medical expenses.”

Matt works hard to improve the health and well-being of our customers, but delivering peace of mind is where he feels he can make a significant impact. “Our members are as much a part of Cigna Healthcare as we are,” he said, adding an analogy of “getting in the boat” with people who need help. “You can give advice and direction from the ‘dock’ and stay safe on land, but if I am ‘in the boat’ with my customers, they know I am with them for the entire journey,” he said.

*Names have been changed to protect the privacy of the customers in this article.

This content was created with the assistance of AI tools. It was reviewed, edited, and fact-checked by Cigna Healthcare’s editorial team.