Cigna Customer Service: Claims, Coverage & Appeals Help

Cigna Healthcare members may need help with a denied claim, incorrect bill, missing identification card, prior authorization, provider-network question, prescription problem, dental coverage, behavioral-health benefit, appeal, or inaccessible myCigna account.

The correct customer-service department can depend on the member’s employer, state, policy, insurance subsidiary, and type of coverage. Members should generally call the telephone number printed on their current Cigna identification card when it differs from a general number shown online.

Cigna Healthcare contact information reviewed and updated in June 2026.

How To Contact Cigna Customer Service

• General Cigna Healthcare Customer Service: 1-800-997-1654
• General Customer-Service Availability: 24 hours a day, 365 days a year
• Medical, Dental and Vision Support: 1-800-244-6224
• Lost Medical ID Card: 1-866-494-2111
• Individual Medical and Dental Plan Billing: 1-877-484-5967
• Express Scripts Home Delivery Pharmacy: 1-800-835-3784
• Behavioral Health Benefits: 1-800-433-5768
• Website Assistance: 1-800-853-2713
• Health Care Fraud Hotline: 1-800-667-7145
• Health Care Fraud Email: specialInvestigations@evernorth.com
• TTY and Relay Service: Dial 711 and follow the prompts
• Cigna Contact Page: Find the correct Cigna department
• myCigna Member Portal: View coverage, ID cards, claims and benefits
• Find a Doctor, Dentist or Facility: Search the Cigna provider directory
• Cigna Forms: Find claims, appeal and authorization forms
• Corporate Address: The Cigna Group, 900 Cottage Grove Road, Bloomfield, CT 06002
• Website: www.cigna.com

Important: General numbers do not apply to every Cigna-administered plan. The telephone number on the member ID card, explanation of benefits, denial notice, prescription card, billing statement, or policy document should take priority when it differs.

Cigna does not prominently advertise one general email address for ordinary member support. Members are generally directed to telephone assistance, live chat, secure myCigna tools, or a plan-specific form.

Cigna Customer Service Hours

Cigna currently lists general customer service at 1-800-997-1654 as available 24 hours a day, 365 days a year.

Medical, dental and vision support and Express Scripts Home Delivery Pharmacy are also listed as available around the clock. Specialized billing, sales, behavioral-health, appeals, employer, and other departments may follow different schedules.

Eligible members can sign in to myCigna for secure plan information and live support. English-language live chat is generally listed Monday through Friday from 9:00 a.m. to 8:00 p.m. Eastern Time for customers enrolled in eligible products or services.

Choose the Correct Cigna Support Route

• Plan benefits, coverage, claims or general questions: Call the number on the ID card or 1-800-997-1654.
• Medical, dental or vision claim: Call 1-800-244-6224.
• Lost medical ID card: Call 1-866-494-2111 or download a digital card through myCigna.
• Individual-plan premium or billing problem: Call 1-877-484-5967.
• Employer-sponsored plan: Call the ID-card number and contact the employer’s benefits department when the issue involves enrollment, payroll deductions or eligibility.
• Prescription or pharmacy benefit: Call the number on the prescription card. For home delivery, call 1-800-835-3784.
• Behavioral-health benefit: Call 1-800-433-5768 or the behavioral-health number on the ID card.
• Denied claim or coverage decision: Call the ID-card number and follow the appeal instructions in the denial notice.
• Suspected health care fraud: Call 1-800-667-7145.
• Former Cigna Medicare plan: Use the current HealthSpring identification card and plan documents.
• Provider claim or authorization issue: Providers should use Cigna for Health Care Professionals or the provider number associated with the patient’s plan.

Information To Gather Before Contacting Cigna

• The member identification number
• The group, employer or policy number
• The patient’s name and date of birth
• The current Cigna identification card
• The claim or document-control number
• The date of service
• The provider or facility name
• The billed and allowed amounts
• The explanation of benefits
• The prior-authorization or reference number
• The prescription name and pharmacy rejection message
• The denial letter or adverse-benefit notice
• Copies of bills, receipts and payment confirmations
• Previous Cigna case or call-reference numbers
• The specific correction or resolution being requested

Do not publish member identification numbers, claim numbers, Social Security numbers, medical records, diagnoses, payment information, home addresses, or other sensitive information in a public review.

Common Reasons Members Contact Cigna

• Claim denied or processed incorrectly
• Provider shown as out of network
• Prior authorization delayed or denied
• Medical bill does not match the explanation of benefits
• Deductible, copayment or coinsurance appears incorrect
• Coverage or eligibility problem
• Missing identification card
• Premium payment or automatic billing issue
• Prescription not covered
• Pharmacy prior authorization
• Home-delivery prescription delay
• Dental or vision claim problem
• Behavioral-health coverage question
• Appeal or grievance status
• Unable to access myCigna
• Provider directory information appears incorrect
• Suspected insurance or health care fraud

How To Review a Cigna Claim and Explanation of Benefits

A Cigna explanation of benefits, often called an EOB, is not necessarily a bill. It generally explains how a medical, dental or vision claim was processed.

An EOB may show:

• The amount charged by the provider
• The amount allowed by the plan
• The amount Cigna paid
• The amount applied to the deductible
• The member’s copayment or coinsurance
• Amounts identified as not covered
• Claim-adjustment or denial codes
• The amount the member may owe

What To Check Before Paying a Provider Bill

1. Compare the provider’s bill with the Cigna EOB.
2. Confirm the patient and date of service.
3. Check whether the provider was processed as in network.
4. Review the deductible, copayment and coinsurance amounts.
5. Look for denial or adjustment codes.
6. Confirm whether prior authorization was required.
7. Check whether another insurer was listed as primary.
8. Contact Cigna and the provider’s billing office when the records do not match.

Ask Cigna to explain every claim code and identify the plan provision used to process or deny the claim. Record the call-reference number and the representative’s explanation.

Common Reasons a Cigna Claim May Be Denied

• The service is excluded by the plan
• Prior authorization was required but not obtained
• A referral was required
• The provider was outside the network
• The claim contained incomplete or incorrect information
• The provider used an incorrect procedure or diagnosis code
• The claim was filed after the applicable deadline
• The member was shown as ineligible on the service date
• The service was considered not medically necessary
• The treatment was classified as experimental or investigational
• A benefit limit was reached
• Another insurer was considered primarily responsible
• The service did not match the approved authorization

A denied claim does not always mean the member must immediately pay the entire provider charge. Read the denial reason, contact Cigna, and ask the provider whether corrected information or additional records can be submitted.

How To Appeal a Denied Cigna Claim

An appeal asks Cigna to reconsider a claim, prior-authorization or coverage decision. A grievance or complaint may concern service, access to care, billing, plan administration, or another issue that is not limited to a claim denial.

Steps To Appeal a Cigna Decision

1. Read the complete denial or adverse-benefit notice.
2. Identify the reason for the decision.
3. Locate the appeal deadline.
4. Call the number on the member ID card.
5. Ask whether the issue can be corrected without a formal appeal.
6. Request the denial code and plan provision involved.
7. Ask what records or clinical information were missing.
8. Gather medical records, provider letters, prior approvals and relevant plan language.
9. Submit the appeal through the method stated in the denial notice.
10. Keep proof of submission.
11. Record the expected decision date.
12. Review any external-review rights if the internal appeal is unsuccessful.

For many employer-sponsored plans, Cigna states that an appeal should be initiated within 180 calendar days of the initial payment or denial notice. However, deadlines can vary by plan, decision, state and applicable law. Always follow the deadline printed in the actual denial notice.

Supporting Information for a Cigna Appeal

• The denial notice
• The member and claim information
• A concise explanation of why the decision should be changed
• Medical records
• A letter of medical necessity
• Clinical studies or professional guidelines when relevant
• Prior-authorization records
• Provider correspondence
• Relevant policy or benefit language
• Bills and receipts
• Previous case numbers

Use the appeal address, fax number, portal or form listed in the denial notice. Sending an appeal only to Cigna’s corporate headquarters may delay review and may not satisfy the plan’s filing requirements.

Urgent Cigna Appeals

An expedited or urgent review may be available when waiting for the normal appeal process could seriously jeopardize the patient’s life, health, ability to regain maximum function, or ability to manage severe pain.

Ask the treating professional to contact Cigna and explain why expedited review is medically necessary. Follow the urgent-review instructions in the denial notice or plan documents.

For an immediate medical emergency, call 911 or seek emergency care. For a mental-health or suicide crisis in the United States, call or text 988.

Cigna Prior Authorization Problems

Some procedures, services, medications, equipment and treatments require prior authorization before they are provided.

Before a Scheduled Service

• Ask Cigna whether prior authorization is required.
• Confirm who is responsible for submitting the request.
• Ask the provider whether the request was submitted.
• Request the authorization or reference number.
• Confirm that the exact procedure and service date are covered.
• Confirm that the facility and involved professionals are in network.
• Ask whether a referral is also required.
• Check the authorization expiration date.

Prior authorization is a coverage review and does not necessarily guarantee final payment. Other plan terms, eligibility, coding, network status and benefit limits may still affect the claim.

If Prior Authorization Is Delayed

1. Ask the provider when the request was submitted.
2. Ask whether Cigna requested additional clinical information.
3. Confirm that the correct member and procedure information was used.
4. Request the case or authorization number.
5. Ask for the expected decision date.
6. Ask whether expedited review is appropriate.
7. Document every call and requested item.

Cigna Provider-Network Problems

Network status can affect how much a member pays. A hospital or facility may be in network while an individual physician, anesthesiologist, radiologist, laboratory or other professional involved in the same visit is not.

How To Verify Network Status

1. Sign in to myCigna.
2. Search the provider directory for the exact plan.
3. Confirm the provider’s name, address and specialty.
4. Call the number on the ID card.
5. Ask Cigna to confirm network status for the planned date of service.
6. Ask the provider’s office to verify participation.
7. Record the date and reference number.

Do not rely solely on a provider’s statement that it “accepts Cigna.” A provider may accept some Cigna plans but not the member’s specific network.

If directory information appears incorrect, save a screenshot and report the discrepancy to Cigna.

Cigna Billing and Premium Problems

Billing problems may involve:

• Duplicate premium charges
• Payment applied to the wrong account
• Automatic payment not processed
• Coverage canceled for nonpayment
• Retroactive premium adjustment
• Employer payroll deduction problem
• Marketplace subsidy or enrollment issue
• Refund for an overpayment
• Coverage start or termination date

Before Reporting a Billing Problem

• Gather invoices and premium notices.
• Locate bank or card payment confirmations.
• Identify the exact coverage month involved.
• Check whether the payment is pending or completed.
• Review the policy’s grace-period rules.
• Confirm whether Cigna, an employer, the Marketplace or another administrator collected the payment.
• Save enrollment and cancellation records.

Individual medical and dental plan billing can be reached at 1-877-484-5967. Employer-plan members may also need assistance from their human-resources or benefits department.

Ask for written confirmation of any correction, reinstatement, refund, credit or cancellation. Continue checking the account until the promised adjustment actually appears.

Cigna Medical, Dental and Vision Claims

General medical, dental and vision support is available at 1-800-244-6224.

Current General Claims Mailing Addresses

• Medical Claims: Cigna Healthcare, P.O. Box 182223, Chattanooga, TN 37422-7223
• Dental Claims: Cigna Healthcare, P.O. Box 188037, Chattanooga, TN 37422-7223
• Cigna Healthcare Vision Claims: P.O. Box 495918, Cincinnati, OH 45249
• Vision Claims Serviced by EyeMed: Cigna Healthcare Vision Claims Department, c/o First American Administrators, Inc., P.O. Box 8504, Mason, OH 45040-7111

Claims addresses can vary by plan. Check the ID card, claim form and current plan documents before mailing medical information.

Keep copies of everything submitted and use a delivery method that provides tracking when appropriate. Do not send original medical records unless specifically required.

Cigna Pharmacy and Prescription Support

Cigna pharmacy benefits may be administered through Cigna Healthcare, Express Scripts or another plan-specific pharmacy service. The member’s prescription card should identify the correct contact number.

Express Scripts Home Delivery Pharmacy can be reached at 1-800-835-3784.

Common Prescription Problems

• Medication requires prior authorization
• Medication is not on the formulary
• Step therapy is required
• A quantity limit applies
• Refill is considered too early
• Pharmacy is outside the network
• Prescriber information is missing
• Home-delivery order is delayed
• Specialty medication requires another pharmacy
• Drug coverage changed

Questions To Ask About a Denied Prescription

• What is the pharmacy rejection code?
• Is prior authorization required?
• Is a covered alternative available?
• Does step therapy apply?
• Can the prescriber request an exception?
• What clinical information is needed?
• Is an emergency or temporary supply available under the plan?
• How can the decision be appealed?

Ask the prescribing professional to submit the required medical information. Keep the pharmacy rejection notice, prescription details and case number.

Cigna Behavioral Health Support

Cigna Behavioral Health general information is available at 1-800-433-5768. Members should use the behavioral-health number on the ID card when it differs.

Contact Cigna about:

• Mental-health coverage
• Substance-use treatment benefits
• Finding an in-network therapist or facility
• Authorization requirements
• Behavioral-health claim problems
• Residential or inpatient treatment
• Employee Assistance Program benefits
• Appealing a behavioral-health coverage decision

For an immediate safety or medical emergency, call 911. For the Suicide & Crisis Lifeline in the United States, call or text 988.

Lost or Missing Cigna ID Card

Members can generally view or download a digital identification card through myCigna.

For a lost medical card, call 1-866-494-2111. For dental-plan questions or a lost dental card, call 1-800-244-6224.

Information Needed To Replace an ID Card

• The member’s full name
• Date of birth
• Home address
• Employer or group name
• Member number when known
• Email address connected to myCigna

If Cigna cannot locate an employer-sponsored member, contact the employer’s benefits department to confirm that enrollment was transmitted correctly and is active.

Unable To Access myCigna

Members can use myCigna to:

• View digital ID cards
• Review claims and EOBs
• Check plan benefits
• Search for providers
• Review prescription information
• Access forms
• Manage certain spending accounts
• Contact support

myCigna Login Troubleshooting

• Confirm that the correct username is being used.
• Use the forgotten-password or username option.
• Check whether the member recently changed employers or plans.
• Confirm that the date of birth and ZIP code match Cigna’s records.
• Try another supported browser.
• Clear browser cookies or use a private window.
• Update the myCigna app.
• Call Website Assistance at 1-800-853-2713.

Do not create multiple accounts unless Cigna instructs you to do so. Duplicate online registrations can make account access more confusing.

Reporting Cigna Health Care Fraud

Suspected health care fraud can be reported to Cigna’s Special Investigations hotline at 1-800-667-7145 or by email at specialInvestigations@evernorth.com.

Possible concerns include:

• A provider billing for services not received
• Duplicate claims
• Incorrect dates or procedures
• Someone using another person’s insurance card
• Falsified medical records
• Unrecognized claims appearing on an EOB
• A provider waiving required member costs as part of a billing scheme

Keep the EOB, bill, provider information and dates involved. Do not confront a suspected person or provider when doing so could create a safety risk.

Cigna Medicare Is Now HealthSpring

The former Cigna Medicare business is now operated under the HealthSpring name. Former Cigna Medicare Advantage, Medicare Part D and Medicare Supplement members should use the current telephone number on their HealthSpring ID card or plan documents.

• HealthSpring Medicare Advantage Members: 1-800-668-3813
• HealthSpring Medicare Prescription Drug Plan Members: 1-800-222-6700
• HealthSpring Website: www.healthspring.com

Some older documents, cards, websites and reviews may still use the names Cigna Medicare or Cigna HealthSpring. Always confirm the current plan administrator and member-services number before submitting a claim, appeal or payment.

How To Escalate an Unresolved Cigna Complaint

1. Call the correct department. Use the number on the ID card, claim notice, pharmacy card or denial letter.
2. Request a call-reference or case number. Record the representative’s name, department, date and explanation.
3. Ask for supervisor review. Clearly state what remains unresolved and the result being requested.
4. Use myCigna. Review claims, download documents and use available secure forms or messages.
5. Contact the employer benefits department. This may help with enrollment, eligibility or payroll-deduction problems.
6. File a formal grievance or appeal. Follow the deadline and submission method in the plan documents or denial notice.
7. Request expedited review when appropriate. Ask the treating professional to document the urgency.
8. Review external appeal rights. Certain coverage decisions may qualify for independent external review.
9. Keep a written timeline. Include calls, transfers, promised callbacks, submissions and decisions.
10. Contact the appropriate regulator. Depending on the plan, this may include a state insurance department, federal employee-benefits agency, Marketplace appeal system or another regulator.

What To Include in a Written Cigna Complaint

• The member and policy information
• The claim or case number
• A concise chronological timeline
• The departments previously contacted
• Copies of EOBs, bills, denials, authorizations and receipts
• The plan benefit or policy language involved
• The specific requested resolution
• A request for written follow-up

Use secure channels for medical and identity information. Do not send sensitive records to an email address or website that has not been verified as belonging to Cigna or the current plan administrator.

Cigna Customer Reviews and Complaint Sentiment

At the time this page was updated, the CustomerServiceNumbers.com rating module displayed a Cigna rating of 3.0 out of 5 stars based on one review.

The single visible review was submitted in April 2014. The reviewer stated that they had Cigna For Life coverage but could not locate their identification number and were told that customer service could not find their account.

This review identifies account recognition and missing ID information as the reason that customer visited the page. However, one review from 2014 is not enough to measure Cigna’s current claim handling, coverage, network, billing, pharmacy service, or customer-support performance.

The previous article referred generally to praise for coverage options and complaints about claims, responsiveness and coverage limitations. Those claims were not supported by reviews submitted on this page and have been removed.

What To Include in a Cigna Review

• The type of plan involved
• Whether coverage came through an employer, individual policy or another source
• Whether the issue involved a claim, bill, authorization, pharmacy, dental or account access
• The department contacted
• Whether Cigna opened a case or appeal
• How long it took to reach assistance
• Whether requested documents were submitted
• Whether a promised callback occurred
• Whether the decision or charge was corrected
• Whether the issue was ultimately resolved

What To Expect When Contacting Cigna

• The representative may request the member ID and group number.
• Different benefits may be handled by different departments.
• Employer-sponsored plans may require coordination with an employer.
• Claims questions may require the EOB and provider bill.
• Prior-authorization problems may require action by the treating provider.
• Prescription issues may be handled by Express Scripts or another pharmacy administrator.
• An appeal may require medical records and written documentation.
• A promised adjustment may take time to appear.
• Plan-specific rules may differ from general information shown online.
• Cigna Medicare references may now route to HealthSpring.

Cigna Customer Service Frequently Asked Questions

What is the Cigna customer-service number?

General Cigna Healthcare Customer Service can be reached at 1-800-997-1654. Members should use the number on their current ID card when it differs.

Is Cigna customer service available 24 hours?

Cigna currently lists its general customer-service number as available 24 hours a day, 365 days a year. Specialized departments may have different hours.

What is the Cigna medical, dental and vision number?

General medical, dental and vision support can be reached at 1-800-244-6224.

How do I replace a lost Cigna ID card?

Download a digital card through myCigna or call 1-866-494-2111 for a lost medical card.

How do I appeal a Cigna claim denial?

Call the number on the ID card, request the denial explanation, and follow the appeal instructions and deadline shown in the denial notice. Appeals may also be available through myCigna or Cigna’s Forms Center.

How long do I have to appeal a Cigna denial?

Many employer-sponsored plans allow 180 calendar days, but deadlines vary. Use the deadline printed in the actual denial notice or plan documents.

What is the Cigna pharmacy number?

Use the number on the prescription card for plan-specific pharmacy benefits. Express Scripts Home Delivery Pharmacy can be reached at 1-800-835-3784.

What is the Cigna behavioral-health number?

Cigna Behavioral Health general information can be reached at 1-800-433-5768. Use the ID-card number when it differs.

How do I find an in-network Cigna doctor?

Sign in to myCigna or use Cigna’s provider directory. Confirm that the provider participates in the exact network shown on the ID card.

Why did Cigna deny my claim?

Possible reasons include missing authorization, out-of-network care, incorrect claim information, lack of eligibility, excluded services, benefit limits, or a medical-necessity decision. Read the EOB and contact Cigna for the exact reason.

How do I report an incorrect provider bill?

Compare the bill with the Cigna EOB, call Cigna, and contact the provider’s billing department. Ask both parties to identify the specific amount or claim code in dispute.

How do I report Cigna health care fraud?

Call 1-800-667-7145 or email specialInvestigations@evernorth.com.

Does Cigna have email customer service?

Cigna does not prominently publish one general email address for ordinary member service. Use the contact page, telephone support, myCigna, or a plan-specific secure form.

What happened to Cigna Medicare?

The former Cigna Medicare business now operates under the HealthSpring name. Members should use their current HealthSpring ID card and plan documents.

Where is Cigna headquartered?

The Cigna Group is headquartered at 900 Cottage Grove Road, Bloomfield, Connecticut 06002.

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Why Trust CustomerServiceNumbers.com?

CustomerServiceNumbers.com has helped consumers locate company-support information and share customer-service experiences since 2004. We independently organize verified contact routes, common insurance problems, complaint information, claim guidance and practical escalation steps.

Our goal is not simply to publish one general telephone number. Cigna members may need different departments for medical claims, dental benefits, prescriptions, billing, behavioral health, prior authorization, appeals, fraud reports or former Medicare coverage.

Reviews may be moderated for spam, profanity, scams and personally identifiable information while preserving the reviewer’s original meaning.

Share Your Cigna Customer Service Experience

Have you contacted Cigna about a denied claim, billing problem, prior authorization, provider-network issue, prescription, dental benefit, behavioral-health service, appeal or inaccessible account?

Leave a rating and review below. Include the type of plan, department contacted, whether Cigna opened a case or appeal, how long the process took, and whether the problem was resolved.

Do not publish member IDs, claim numbers, diagnoses, medical records, Social Security numbers, payment information, home addresses or other sensitive health information.

Disclaimer: CustomerServiceNumbers.com is an independent consumer website and is not affiliated with The Cigna Group, Cigna Healthcare, Evernorth Health Services, Express Scripts, HealthSpring, an employer plan, provider or insurance administrator. CustomerServiceNumbers.com cannot access policies, verify benefits, process claims, approve authorizations, provide medical advice or decide appeals. Contact the appropriate insurer or plan administrator directly.