Grievances

A grievance is any dispute expressing dissatisfaction with any aspect of the plans operations or its activities. Grievances can be received by customer service representatives via mail or telephone.

In order to exercise this right, you must file your grievance no later than 60 days after the event or incident that precipitates the grievance. Most grievances are answered in 30 days. If we need more information and the delay is in your best interest or if you ask for more time, we can take up to 14 more days (44 days total) to answer your grievance. Upon completion of our review, we will let you know by phone or in writing advising you of our decision.

If our plan does not agree with some or all of your complaint, or if our plan doesn’t take responsibility for the problem you are complaining about, we will let you know. Our response will include our reason for this answer. Our plan must respond whether we agree with your complaint or not.

For more information regarding the Medicare Grievance Process, please refer to the Chapter in your Evidence of Coverage entitled, "What to do if You Have a Problem or Complaint."   To obtain the aggregate number of Cigna-HealthSpring grievances, appeals and exceptions, or the financial condition of Cigna-HealthSpring, please contact us.

Who may file a grievance?

You or your appointed legal representative may file a grievance. You can name a relative, friend, attorney, doctor, or someone else to act for you. Others may already be authorized under state law to act for you. You may download the Appointment of Representative form.

When do I file a grievance?

It is best to file a grievance as soon as you experience a problem you want to complain about. However, your complaint must be filed within 60 days after you had the problem.

Where to Send a Grievance

For Cigna-HealthSpring Medicare Advantage plans (in all regions except Arizona):

To contact us by mail:

Call us:


Cigna-HealthSpring

PO Box 2888

Houston, TX 77252

 

Phone Number:

1-800-668-3813

TTY:

711

8 am to 8 pm, your local time,

7 days a week

 

For Cigna Medicare Advantage plans in Arizona:  

To contact us by mail:

Call us:

Cigna Medicare Advantage

PO Box 42005
Phoenix, AZ 85080-2005

Phone Number:

1-800-627-7534

TTY:

711

Fax Number:

1-866-567-2474

8 am to 8 pm (Arizona time) 7 days a week

(Hours apply Monday – Friday February 15 – September 30.

A voicemail system is available on weekends and holidays)

 

 

For Cigna-HealthSpring Part D stand-alone plans:  

To contact us by mail:

Call us:

Cigna-HealthSpring

Attention: Grievance Coordinator
P.O. Box 269005
Weston, FL 33326

Phone Number:

1-800-222-6700

TTY:

711

Fax Number:

1-800-735-1469

8 am to 8 pm, local time,

7 days a week

From Feb 15 - Sept 30, 8am- 8pm local time, Monday – Friday and 10am-6 pm, EST, Saturdays and Sundays.

 

How to file an expedited or fast grievance

If you would like our plan to use our Expedited/Fast Grievance Process because we denied your request for a "fast coverage decision" or a "Fast appeal", or we extended a coverage decision or appeal about your Cigna-HealthSpring Part C medical care, you must contact Customer Service. If you have a fast complaint, it means we will give you an answer witin 24 hours.  For more information about making complaints and the grievance process, see the section on "Making Complaints" in the Chapter named "What to do if You Have a Problem or Complaint" in your Evidence of Coverage.