Quality Initiatives

Cigna HealthCare is committed to achieving and maintaining quality in our business with respect to:

Accreditation Recognition
Health Management Resources
- Preventive Care
- Chronic Care
Member Effectiveness of Care and Satisfaction Outcomes
- Measurements of Success
Pharmacy
- Clinical management programs
Patient Safety
- The Leapfrog Group
Provider Recognition
- Physician quality and cost efficiency profile
- Cigna Care Network
Provider Credentialing and Recredentialing
Medical Record Reviews
- Other important information
Continuity and Coordination of Care
Medical Technology
Medical Ethics
Advantages of Being a Cigna HealthCare Participating Provider
Participant Rights and Responsibilities

Accreditation Recognition
We are dedicated to meeting external industry standards for quality and patient safety. That's why we have respected independent organizations evaluating our performance and quality. We report these results publicly so you can see to what extent we're meeting external quality standards.

National Committee for Quality Assurance (NCQA)
Cigna has been committed to obtaining third-party external accreditation of its quality program through NCQA accreditation review process since 1993. All of Cigna's NCQA accredited HMO and point-of-service (POS) health plans currently hold "Excellent" or "Commendable" accreditation status.

On April 8, 2009, the NCQA awarded Cigna with "Physician and Hospital Quality Certification" under its new PHQ standards. Cigna is the first national health care plan to have its physician and hospital performance measurement programs externally validated under these new standards. Twenty-two (22) HMO/POS and 36 PPO/OAP markets were included in this survey. These markets represent all of our Cigna Care designation markets. The Physician and Hospital Quality Certification validates Cigna's commitment to ensuring valid, fair, and accurate measurement to provide reliable information to individuals, physicians, and hospitals.

URAC (formerly the Utilization Review Accreditation Committee)
Our utilization management and case management programs have been awarded full accreditation status by URAC. Our utilization management and case management policies are based on standards set by URAC.

Joint Commission on Accreditation of Health Care Organizations (JCAHO)
Participating hospitals are accredited by JCAHO, or must undergo onsite reviews by the state, Medicare or Cigna, based on NCQA standards.
Back to top

Health Management Resources Our customer health and wellness programs can help people get healthy and stay healthy. We offer 24-hour health information, support for healthy moms and babies, transplant care management, pharmacy outcome improvement and chronic condition management.Through these programs, a variety of reminders are sent to customers and/or their physicians to encourage important health screenings, exams and immunizations.

Preventive care
Prevention and Screening are key components of helping customers stay healthy and lead to quality, cost effective care. Reminding customers and/or physicians when services are due or missed using claim data is critical to our success. Examples of programs that support this goal are:

Well Informed Program - Reminders are sent to customers and/or their physicians when a potential gap has been identified in receiving important evidence-based medicine services, to encourage them to receive important health screenings, exams and immunizations. For example, women age 40 - 69 who have missed a mammogram in the last 24 months are reminded about the need for this service and their physicians are notified of the missed service.
Cigna HealthCare Colorectal Cancer Screening Program - Customers age 50 - 64 who are in need of colorectal cancer (CRC) screening are sent a reminder mailing or are engaged through an offer to send them a fecal immunochemical test kit in the mail.
Immunization Reminder Program - Reminder mailing with follow-up phone message to the parents of children who may have missed one or more of the recommended vaccines by the time of the child's 6th month and 15th month well visits.
Preventive Care Benefit Guidelines - Our Preventive Care Benefit Guidelines were assembled based on U.S. Preventive Health Services Task Force guidelines and other nationally recognized organizations. The guidelines have been reviewed and approved by the Cigna Quality Council.

Chronic care
Cigna's Chronic Condition Support Programs provide assistance based upon medical, behavioral and lifestyle factors associated with chronic conditions. Traditionally the industry has focused on the individual's heath needs one at a time, or correlated care across different programs. Cigna now has the ability to look at individuals holistically, weaving together services and support to meet each person's needs through one program.

In 2010, Cigna launched Your Health First, a holistic approach to chronic care, with program expansion in January of 2011. Individuals identified with one of the following chronic conditions are eligible for chronic condition support designed to help the individual develop a personal health plan specific to their health needs.

Asthma
Coronary Artery Disease
- Acute Myocardial Infarction
- Angina
- Congestive Heart Failure
COPD (Emphysema and Chronic Bronchitis)
Diabetes (Type 1 & 2)
Depression
- Anxiety
- Bipolar Disorder
Heart Disease
Low Back Pain
Metabolic Syndrome/Weight Complications
Osteoarthritis
Peripheral Artery Disease

The traditional model of support and coaching for those with chronic conditions has been, and will continue to be, provided through Cigna's affiliations with Healthways and Alere. These programs can provide individualized education and support for individuals with the following chronic conditions:

Asthma
Diabetes
Heart disease
Low back pain
Musculoskeletal pain
Depression
Weight complications
Chronic obstructive pulmonary disease
Targeted conditions*
(e.g. acid-related stomach disorders, fibromyalgia, hepatitis C, Irritable bowel disease, osteoarthritis)

Cigna's approach to the management for those with chronic conditions will not require any administrative work for you. We proactively identify individuals who may benefit from these programs, and will send carefully selected, evidence based, program materials to you and your patient. You can also refer a patient to us by calling the Customer Service number listed on your patient's Cigna ID card.
Back to top

Customer Effectiveness of Care and Satisfaction Outcomes
As a provider in the Cigna network, your commitment to quality care greatly contributes to our members care and satisfaction outcomes.

Measurements of Success
Cigna uses HEDIS^® clinical metrics to measure the results of many clinical interventions. We measure and report the clinical effectiveness results for our medical plans (HMO/POS and OAP/PPO) and submit these results to NCQA to be included in developing benchmark data. Our strong results demonstrate our success in supporting quality care for our customers.

The Cigna 2010 PPO national results for the HEDIS Effectiveness of Care (EOC) measures increased by 1.80 percent over 2009. Over the last five years (2006-2010), our EOC rates for PPO have increased 12.90 percent.

The Cigna 2010 HMO/POS national results for the HEDIS®* Effectiveness of Care (EOC) measures increased by 1.40 percent over 2009. Over the last nine years (2002-2010), our overall EOC rates for HMO/POS have increased 23.40 percent. Here is a sampling of our 2010 national averages for the HMO/POS plans. These numbers represent the percent of customers who have complied with the recommended screenings, exams or treatments.

Immunizations Childhood immunizations combo 2	82%
Cardiac Persistence of Beta blocker treatment Cholesterol management (LDL screen) Controlling high blood pressure	72.17% 91.52% 67.77%
Diabetes Screening HgbA1c Annual eye exams	92.03% 58.30%
Maternity Prenatal care Postpartum care	96.78% 87.72%
Prevention Breast cancer screening Cervical cancer screening Colorectal cancer screening	70.08% 78.38% 66.04%
Asthma medication management	93.85%

* HEDIS® (Healthcare Effectiveness Data and Information Set) is a registered trademark of the National Committee for Quality Assurance (NCQA).
If you are interested in seeing 2010 HEDIS Effectiveness of Care results for the Cigna HMO/POS plan in your area, choose your state from the drop down box below.

Customer Satisfaction Results
Cigna is committed to promoting quality service. To help monitor the quality of services delivered to customers, we participate in the National Committee for Quality Assurance (NCQA) Member Satisfaction Survey. This annual survey measures performance in key areas of care and service and is based on the Healthcare Effectiveness Data and Information Set (HEDIS^®) and the Consumer Assessment of Healthcare Providers and Systems (CAHPS^®) results submitted to NCQA. The 2010 HEDIS^® CAHPS^® Member Satisfaction Survey was fielded among our 23 Cigna Accredited HMO/POS Plans and our national PPO plan. Key ratings and composite measures are displayed below:

Rating Questions*	Cigna HMO/POS	Cigna PPO/OAP
Rating of Personal Doctor (Q21)	81%	82%
Rating of Specialist Seen Most Often (Q251)	81%	81%
Rating of All Health Care (Q12)	75%	75%
Rating of Health Plan (Q42)	64%	58%
Composite Measures	Cigna HMO/POS	Cigna PPO/OAP
Getting Needed Care3	86%	87%
Getting Care Quickly2	87%	88%
How Well Doctors Communicate2	93%	94%
Customer Service3	84%	82%
Claims Processing2	88%	87%
Shared Decision Making	60%	59%
Plan Information on Cost	65%	63%

1 Percentage of respondents that provided a rating of 8, 9 or 10 on an 10-point scale, from "0" to "10" where "0" is the worst and "10" is the best.
2 Percentage of respondents that provided a rating of "Always" or "Usually" to selected questions that made up the composite.
3 Percentage of respondents that provide a rating of "Not a Problem" to selected questions that made up the composite.

Pharmacy
Better than any pharmacy benefit manager, Cigna Pharmacy Management lowers overall medical costs while delivering meaningful behavior change, better health and lower pharmacy costs - now and in the future.

We offer programs to customers focused on improving health and making medications more affordable. These programs support you and your patients who have both Cigna pharmacy and medical benefits. If you have patients who could benefit from these programs, we may send you letters and/or reports with information specific to your patient and information on how these programs can help. Our pharmacy clinical programs include:

Well Informed Program (Gaps in Care) - The program uses the most up-to-date evidence-based medical care standards to identify potential gaps for your patients. The program addresses disease prevention and focuses on over 30 chronic illnesses and acute conditions including diabetes, COPD, hypertension, depression, high cholesterol and more.
Complex Psychiatric Case Management - The program is designed to provide physicians and psychiatrists with an integrated solution for their patients taking multiple psychotropic drugs. The program targets individuals on a complex psychotropic medication regime with potential for treatment optimization and care coordination.
Narcotics Therapy Management - The program uses comprehensive medical information to form a complete view of individual's medical conditions and prescription drug use. Cigna creates detailed patient profiles to identify who exhibits use patterns that may be indicative of narcotic fraud and misuse and inform their physicians via provider reports.
CoachRx - The program takes a proactive approach and reaches out to individuals before they have trouble adhering to their medication regime. Through pharmacy coaches and interactive tools, Cigna can help them understand what is getting in the way and then work with them to overcome challenges, change behaviors and ultimately improve their health.
Cigna Specialty Pharmacy Management - Specialty medications target diseases that are rare but chronic in nature. These medications can improve health and productivity and lower total health costs over time with effective management. We provide special handling and delivery of these drugs and have a team of professionals available to help support the individual customer.
- TheraCare, our specialty therapy management program helps individuals manage their conditions, side effects and provides compliance support services. TheraCare has helped increase employee productivity by 16%.
Cigna Home Delivery Pharmacy - Supports medical adherence through refill reminders, 90-day fills and complimentary standard delivery to any convenient location. It has been shown that customers who use Cigna Home Delivery Pharmacy are 11% more adherent with their medications than customers who use retail alone. Please visit our Cigna Home Delivery Pharmacy page for more information.

Patient Safety
We promote the health and safety of our customers through quality tools and measures.

The Leapfrog Group
The Leapfrog Group is a voluntary program whose mission is to trigger giant leaps forward in the safety, quality and affordability of health care. Please visit http://www.leapfroggroup.org to learn more about The Leapfrog Group.

The Leapfrog Group created a Health Plan Users Group in 2004 which still continues. This group brings together Leapfrog members and representatives from certain health plans to collaborate and develop goals and evaluation criteria metrics such as:

Inform and educate employees
Use comparative rating
Use substantial incentives
Focus on discrete forward leaps in quality and safety
Hold health plans accountable for Leapfrog implementation
Encourage the support of consultants and brokers

As an employer member of The Leapfrog Group, Cigna supports patient safety initiatives in a number of ways including:

Actively involved in Leapfrog as members of The Leapfrog Health Plan Lilipad Group for the Consumer Workgroup and Provider Workgroup
Cigna provides continuous education to our customers and providers on patient safety
Cigna Customer Service and Case Management has educational information on Leapfrog

Provider Recognition
We encourage quality through a variety of recognition programs designed to reward excellence, help change practice patterns, help improve care, and help customers make more informed decisions.

Our Provider Excellence Recognition Directory includes participating physicians who have achieved quality-related recognition from the National Committee for Quality Assurance (NCQA) for diabetes, heart/stroke care, or Physician Practice Connections. It also includes participating hospitals that meet one or more of The Leapfrog Group patient safety standards.

Many physicians applying for NCQA recognition reported their practice patterns improved and/or changed to ensure care was delivered consistently with established treatment guidelines.

Our Centers of Excellence[243k] program supports the growing consumer demand for information on hospital outcomes and efficiency for specific diagnoses and procedures. Through this program, participating hospitals have both a patient outcomes and cost efficiency score for several procedures/conditions. To learn more about Cigna's Centers of Excellence program, follow the attached link for Cigna Centers of Excellence Whitepaper:

http://www.cigna.com/customer_care/healthcare_professional/index.html

Physician quality and cost efficiency profile
Customers have online access to quality and cost efficiency displays for some physician specialties. Employers are asking us to help their employees - our customers - make more informed health care choices. To support the industry's movement toward consumerism, we have created programs that align with the Consumer Purchaser Disclosure project, to provide health care quality and price information for consumers. Cigna is the first national healthplan to receive NCQA Physician and Hospital Quality (PHQ) Certification of our quality and cost display methodology.

Profiles for participating physicians in 22 specialties are available in most service areas in the form of quality icons and star (*) designations for cost efficiency. Quality displays are available to consumers via Cigna's public provider directory and secure directory for Cigna customers. Cost efficiency displays are viewable only by customers via the online provider directory on our secure customer website.

Quality icons are determined based on:

National Committee for Quality Assurance (NCQA) recognition for diabetes care, cardiac and stroke care, low back pain or patient centered medical home -physician practice connections.
Performance on select evidence-based quality measures derived from measures endorsed by the Ambulatory Care Quality Alliance (AQA), National Quality Forum (NQF) and Health Plan Employer Data and Information Set (HEDIS).
Satisfaction of our board certification criteria.
For bariatric surgeons performing at a Certified Hospital for Bariatric Surgery, satisfaction of our bariatric surgery criteria.

Cost efficiency stars reflect a specialist's cost efficiency relative to peers using the Episode Treatment Groups (ETGs) methodology. This methodology looks at medical costs for an episode of care (inpatient, outpatient, laboratory, radiology, pharmacy, etc.) and includes case-mix adjustment to help account for differences in the severity of patients' illnesses.

The quality and cost efficiency displays represents only a partial assessment of a specialist's quality performance and cost of care. We encourage customers to consider all relevant factors and to speak with their treating physician when selecting a specialist.

Cigna Care Designation
Cigna Care Designation is a benefit plan option available for Cigna plans in 78 service areas across the country as of January 1, 2011. Developed in response to our customers' requests for more information about physician quality and cost efficiency, the Cigna Care Designation helps distinguish physicians within our provider network based on their performance under specific quality and cost efficiency measures in 19 areas of specialty care.

Under the Cigna Care Designation benefit plan, a subset of participating physicians in specialties receive the Cigna Care Designation display icon based on specific selection criteria. These specialties include allergy and immunology, gastroenterology, gynecology, orthopedics and surgery and dermatology. Physicians with the designation have a Cigna Tree of Life icon displayed next to their name in the Cigna directory. Cigna participating providers are considered in-network whether or not they receive the Cigna Care Designation. However, a lower customer co-payment or coinsurance level may apply if the customer chooses a Cigna Care Designation physician. To learn more about Cigna Care Designation follow the attached link for Cigna Care Designations Whitepapers.
http://www.cigna.com/customer_care/healthcare_professional/index.html
Back to top

Provider Credentialing and Recredentialing
You must meet our standard credentialing criteria to become a provider in a Cigna network. Our credentialing process evaluates practitioner qualifications including certification, training, licensure and criteria related to professional conduct. Recredentialing occurs every three years or sooner if required by law.

Our credentialing criteria include, but are not limited to the following (when applicable):

Signed application and agreement (see information about CAQH below)
Verification of unrestricted state medical license with appropriate licensing agency
Verification of valid, unrestricted DEA certificate
Verification of full, unrestricted admitting privileges in good standing on the medical staff at a Cigna participating hospital
Satisfaction of our board certification criteria
Satisfactory malpractice claims history
Verification of education and training
Review of work history
Verification of adequate malpractice insurance
Acceptable history relative to all types of disciplinary action by any hospital and health care institution and any licensing, regulatory, or other professional organization with jurisdiction over the applicant
Proof of appropriate professional licensing (only for practitioners whose professions do not require medical licensure)

Cigna participates in the Council for Affordable Quality Healthcare (CAQH) collaborative. CAQH provides the Universal Credentialing DataSource, a standard application source completed once by the practitioner, helping to eliminate redundant requests for the same information from multiple organizations.

Practitioners can submit an application using the CAQH Universal Credentialing DataSource application at www.caqh.org. Call 1.800.88Cigna to inquire about our need for additional practitioners in your specialty.

Once your application and agreement have been received, we will notify you to correct any erroneous information if credentialing information obtained from other sources varies substantially from what you provided. If you wish to review information submitted to support your application, including information from outside sources, or to check the status of your application, call 1.800.88Cigna (882.4462).

Once your credentialing file is complete and we verify your credentialing information, we'll present it to the health plan credentialing committee. This committee is composed of community physicians for peer review, and the health plan medical director. You will be informed of the committee's decision in writing and, if you're accepted for participation in our network, you'll receive a welcome letter within 60 days of the date of the decision, or sooner, if required by state law.
Back to top

Medical Record Reviews
Providers use medical records to plan patient care and provide continuity in information about the patient's medical treatment. As a permanent record, the patient's medical record informs other health care providers about medical history.
As part of our quality improvement program, Cigna conducts an Ambulatory Medical Record Review (AMRR) for physicians in our direct contracted networks. The AMRR evaluates medical records, but does not define standards of care or replace your clinical judgment.

The selection process - We select a random sample of medical records from network primary care-type physicians who have more than 30 customers as patients. This sample includes internal medicine, family practice and pediatric practitioners. The review may be conducted at your office or by fax. A quality management representative will work with you and your office staff to facilitate access to the record samples designated for review.
Medical record documentation - Medical records should be current, detailed and organized to help ensure our customers receive effective, safe and confidential care. Medical records should include:
- Updated, completed problem list or summary of health maintenance exams
- Current prescription medication list or medication notes
- Allergies and adverse reactions to medication
- Medical history
- Exam coinciding with chief complaint
- Documentation of treatment plan
- Review of lab and diagnostic studies
- Notation of each follow-up visit
- Consultation report, if requested
- Review of consultant report, if present
- Problem addressed at each visit and an ongoing problem list

Sample medical record documentation tools are available from our Quality Management Department.

Other important information

Confidentiality of medical records - Providers should maintain confidentiality of all medical records and treatment information in accordance with state and federal law.
Performance goals - Performance goals are established by our Quality Management Committee to serve as a benchmark for the quality of medical records documentation.
Medical record best practices - Cigna provides a consultative approach to conducting medical record reviews and offers suggestions and tools to physician practices to assist them with increasing the overall performance of medical record documentation. The following best practices can have a positive impact on physicians' medical record documentation.
- The use of an electronic medical record documentation system, that addresses all important aspects of care (i.e., allergies, adverse reactions and instructions for 'return visit follow up care'), improves legibility (with fewer errors and omissions), patient safety and continuity of care.
- The consistent use of a stamp or sticker to the front of the chart specifying patient allergies and reactions can improve documentation of allergies and patient safety
- The consistent use of a pre-printed chronic care management tool for tracking assessment, planning and follow-up needs, serves as a quick guide for overall disease management & treatment goals. Examples of such tracking tools are as follows:
  Cardiac:http://www.ama-assn.org/ama1/pub/upload/mm/370/cadflowsheet.pdf
  Diabetes:http://www.takingondiabetes.org/PDFs/toolkit_sect2_6-6.PDF
- The use of a Problem List/Health Maintenance tool updated regularly with medications, patient and family history improves patient care management & safety.
Back to top

Continuity and Coordination of Care
Continuity of care is a process for ensuring the seamless delivery of medical care throughout the course of care. Through communication and coordination of care, disruptions and delays in treatment may be prevented and poor health outcomes averted.

Cigna annually analyzes data to assess the extent to which providers caring for members in conjunction with one or more behavioral or medical specialists, communicate and coordinate care. According to recent data, approximately one-half of medical records reviewed indicate providers are effectively communicating information and coordinating care.

The most commonly identified barriers to coordination of care include:
- Lack of recognition for the need to communicate;
- No means for communicating information; and
- Unaware other providers were involved in the care.
To help facilitate communication between providers, Cigna has developed communication tools available to download. These tools may serve as a model for exchanging clinical information throughout the coordination of care:
Behavioral conditions often present in Primary Care settings. Cigna's behavioral website contains a page of links and resources intended to support Primary Care Physicians in assessing, treating, and/or referring commonly seen behavioral problems.
Back to top

Medical Technology
Our Medical Technology Assessment Committee reviews new , emerging and evolving medical devices and equipment, diagnostic tests, procedures, therapies and behavioral health procedures in an effort to ensure we provide coverage only for services which are medically necessary and proven safe and effective for our customers.

The committee, consisting of physicians analyzes published peer reviewed medical literature, medical professional society positions and guidelines, consensus guidelines and technology assessments as well as evidence summaries from external experts in the field to determine if new or emerging technologies will be approved for coverage.

After a technology receives approval from the appropriate government regulatory agency (if needed), the committee evaluates answers to questions such as:
- Is the technology proven safe and effective?
- Are the studies/clinical trials well conducted with sound study methodology?
- Are health outcomes positive and do these positive outcomes outweigh any harmful effects?
- Is the technology available outside of the investigational/research setting?
Back to top

Medical Ethics
As an industry leader, Cigna recognizes the importance of ethics in health care today. We were one of the first managed care companies to examine ethical issues and develop a set of formal ethical principles to frame clinical decision-making in general. We were also one of the first to develop an ethics-based care management decision tool to support our physicians as they make complex medical decisions.
Back to top

Advantages of Being a Cigna HealthCare Participating Provider
We share your commitment to providing quality health care to our members.
- We're committed to quality and patient safety. Our organization has gone through accreditation by the National Committee for Quality Assurance (NCQA).
- We can help you manage your practice. We provide practice management tools to help streamline your administrative practices.
- We can provide clinical resources. You'll have access to clinical care guidelines to help you decide how to screen for and treat various conditions.
- We support physician-patient communication. We encourage our participating providers to discuss treatments and procedures freely and openly, even if they're not covered by a member's benefit plan.
- We recognize quality providers. We have a special directory of participating providers who have achieved quality-related recognition from the National Committee for Quality Assurance (NCQA) for diabetes or heart/stroke care. It also includes participating hospitals that meet The Leapfrog Group patient safety standards.
- We focus on wellness. We want our customers to get healthy and stay healthy. That's why we offer member health and wellness programs that provide 24-hour health information, support for healthy moms and babies, transplant care management, pharmacy outcome improvement and chronic condition management.
- We communicate with you. We want to be aware of your concerns, and we want you to be aware of what's happening at Cigna. Our Network News newsletters provide important updates on policies and procedures, health-related news and tips, and more. In addition, we post important updates on this site.
- Participating providers can have a peer-to-peer discussion about any utilization management decision which was not approved or certified. Providers can initiate peer-to-peer discussions by contacting the Cigna Health Services Department at 1.800.88Cigna (882.4462).
Back to top

Participant Rights and Responsibilities
The following statement of participant rights and responsibilities is given or made available to participants when they enroll and annually through our Commitment to Quality collateral available on the participants secure website. While states may mandate variations, the statement typically reads as follows:

You Have the Right to:
- Receive medical treatment that is available when you need it and is handled in a way that respects your privacy and dignity.
- Get the information you need about your health benefit plan, including information about services that are covered, services that are not covered and any costs that you will be responsible for paying.
- Have access to a current list of providers in the Cigna network and have access to information about a particular provider's education, training and practice.
- Select a Primary Care Physician (PCP) for yourself and each covered participant of your family, and change your PCP for any reason.
- Have your medical information kept confidential by Cigna employees and your health care provider. Cigna honors the confidentiality of its customers' information and adheres to all federal and state regulations regarding confidentiality and the release of personal health information.
- Participate with your practitioner in health decisions and have your health care provider give you information about your medical condition and your treatment options, regardless of benefits coverage or cost. You have the right to receive this information in terms you understand.
- Learn about any care you receive. You should be asked for your consent for all care, unless there is an emergency and your life and health are in serious danger.
- Refuse medical care. If you refuse medical care, your health care provider should tell you what might happen. We urge you to discuss your concerns about care with your PCP. Your practitioner or provider will give you advice, but you'll have the final decision.
- Be heard. Our complaint-handling process can hear and act on your complaint or concern about Cigna and/or the quality of care you receive, provide a courteous, prompt response and guide you through our grievance process if you do not agree with our decision.
- Make recommendations about our policies on participant rights and responsibilities. If you have recommendations, please call Customer Service at the toll-free number on your Cigna ID card.
You Have the Responsibility to:
- Review and understand the information you receive about your health benefit plan. Please call Cigna Customer Service when you have questions or concerns.
- Understand how to use Cigna services.
- Show your Cigna ID card before you receive care.
- Schedule a new patient appointment when you select a new PCP from the Cigna network, build a comfortable relationship with your practitioner or provider, ask questions about things you don't understand and follow your practitioner or provider's advice. You should understand that your condition may not improve and may even get worse if you don't follow your practitioner or provider's advice.
- Understand your health condition and work with your practitioner or provider to develop treatment goals that you both agree upon to the extent that this is possible.
- Provide honest, complete information to the providers caring for you.
- Know what medicine you take, why and how to take it.
- Pay all copayments, deductibles and coinsurance for which you are responsible.
- Keep scheduled appointments and notify the practitioner or provider's office ahead of time if you are going to be late or miss an appointment.
- Pay all charges for missed appointments and for services that are not covered by your plan.
- Voice your opinions, concerns or complaints to Cigna Customer Service and/or your provider.
- Notify your benefits administrator as soon as possible about any changes in family size, address, phone number or participation status.
Back to top