One of the primary objectives at Cigna Healthcare® is to proactively prevent and address complaints to enhance the member experience. By doing so, we can all foster greater customer loyalty and contribute to improved Medicare Star Ratings. As an agent, you play a crucial role and can effectively reduce complaints by:
When addressing complaints regarding the health insurance plan or the agent or agency, it's important to route customers to the appropriate contact to file these complaints.
If a customer or their representative has a complaint with any aspect of Cigna's operation or a delegated entity, please instruct them to call the Cigna Medicare Customer Service team, which handles customer complaints, at 800.668.3813.
When Cigna receives an inquiry from an agent or agency alleging that a customer or their representative is dissatisfied, they will first verify whether a grievance or a CTM (Complaints Tracking Module) has been filed. CTMs are complaints filed directly with the Centers for Medicare and Medicaid Services (CMS). If a complaint has already been filed, they will inform the agent or agency that an investigation is currently underway. If no complaint has been filed, they will instruct the agent or agency to have the customer or their representative submit a grievance to our Medicare Customer Service team at 800.668.3813.
As a reminder, agents or agencies inquiring about customer dissatisfaction cannot initiate an investigation; only the customer or their representative can file a complaint.
Cigna is dedicated to helping you stay in compliance whenever possible and take all complaints and grievances seriously. If you have any questions, please reach out to the Cigna Agent Resource Line (CARL) using the contact information.
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