Confirm faxed PDP applications

Faxed PDP application status

Please follow the steps below whenever you are submitting a PDP application via fax.

Cigna has received several inquiries regarding Prescription Drug Plan (PDP) applications submitted via electronic fax servers not appearing in brokers' PDP book of business in Salesforce. As they work to resolve this issue, Cigna has identified instances where faxes sent by brokers are not being properly received and processed in their system, despite appearing successful on the sender's end.

To ensure your customers' PDP enrollment requests were processed appropriately, agents are encouraged to log in to CignaForBrokers and select Salesforce from the tools tile. From there, you can verify the status for each of your enrollment applications that were submitted via fax.

If you do not see your customer's application listed, please follow the instructions below to confirm the status of that application.

Step 1: Call the automated system at 1.800.222.6700 and follow the prompts to confirm the receipt of your application and check its status. You will need the customer's telephone number, confirmation number, Member Identification Number, or Medicare Beneficiary Identifier to locate the application.

You will then need the following customer demographic information to confirm the application status:

• Zip code
• Date of birth

Note: It may take up to seven days for your application to be processed and reflect as such in Cigna's system. Please allow that time before calling the automated system.

Step 2: If the automated system indicates that your faxed application has not been received, please immediately email a copy of the application to our Cigna Agent Resource Line (CARL) at (CARL@cignahealthcare.com).

If you have already emailed your applications to CARL, no further action is needed on your part. Sending applications a second time will only further delay processing.

Cigna understands the inconvenience and duplication of effort, but this will help to ensure all applications submitted are processed.

‍