Cigna: Important message regarding D-SNP applications

Additional information needed to process customer D-SNP applications

In order to ensure your Cigna TotalCare or TotalCare Plus D-SNP applications process through to enrollment, Cigna recommends you take the time to verify your customer's Medicare and Medicaid eligibility prior to submitting the application. There are enhanced eligibility verification tools and several convenient options for you to access them:

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Medicare/Medicaid lookup tool

• Use the on-demand Medicare/Medicaid verification lookup tool on CignaForBrokers. Available 24/7/365, this tool allows you to verify Medicaid status at your convenience and is currently available for customers residing in Alabama, Arkansas, Colorado, Connecticut, Georgia, Florida, Maryland, Mississippi, Pennsylvania, and Texas.
• When using the tool, enter the Member Beneficiary Identifier (MBI) and date of birth (DOB) for your customer and then navigate down to enter either the Medicaid ID (if they have one) or their Social Security Number.
• If the Medicaid eligibility information does not populate or a message advises you to contact the Cigna Agent Resource Line (CARL) for additional support, please contact CARL through one of the methods mentioned below.

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Call or email

• You can call or email CARL using the contact information listed at the bottom of this email. A CARL representative will verify your customer's eligibility while you wait on the phone or respond to the email to either confirm your customer's eligibility, or to provide additional instructions for obtaining proof of Medicaid to send to Cigna Healthcare.

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Click-to-chat

• You can also use click-to-chat in Salesforce, accessible through CignaForBrokers. During normal operating hours, a CARL representative will verify the Medicaid status of your customer for you.

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By verifying your customer's Medicare and Medicaid eligibility prior to submitting the application, you'll avoid the extra steps associated with responding to a Request for Information (RFI). Please reach out to your Broker Manager team if you have any additional questions about this process. Thank you!

AEP reminder: If any of your Cigna TotalCare or TotalCare Plus D-SNP applications fall into RFI status, you have until 12/7/2024 to submit the information requested and resolve the RFI for all 1/1/2025 effective date applications.

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