Cigna Customers' Rights and Responsibilities Statement
As a Cigna HealthCare customer, you have certain rights and responsibilities, as outlined below.
You have the right to:
- Receive coverage for the medical benefits and treatment that is available when you need it and is handled in a way that respects your privacy and dignity.
- Receive the understandable information you need about your health benefit plan, including information about services that are covered and not covered and any costs that you will be responsible for paying.
- Obtain information about the qualifications of clinical staff that support Cigna wellness and similar programs.
- Have access to a current list of in-network doctors, hospitals and places you can receive care and information about a particular doctor’s education, training and practice.
- Select a primary care doctor for yourself and each covered member of your family, and change your primary care doctor for any reason.
- Have your medical information kept confidential by Cigna and your doctor. 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 health care professional in health decisions and have your health care professional give you information about your medical condition and your treatment options, regardless of coverage or cost. You have the right to receive this information in terms and language you understand.
- Learn about any care you receive. You should be advised of who is available to assist you with any special Cigna programs or services you receive and who can assist you with any requests to change programs or services. 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 and disenroll from programs/services offered by Cigna. If you refuse medical care, your health care professional should tell you what might happen. We urge you to discuss your concerns about care with your primary care doctor or other participating health care professional. Your doctor or health care professional will give you advice, but you will have the final decision.
- Be heard. Our complaint-handling process is designed to: hear and act on your complaint or concern about Cigna and/or the quality of care you receive from health care professionals and the various places you receive care in our network; provide a courteous, prompt response and guide you through our grievance process if you do not agree with our decision.
- Make recommendations regarding our policies that affect your rights and responsibilities. If you have recommendations, please call Customer Service at the toll-free number on your ID card.
You have the responsibility to:
- Review and understand the information you receive about your health benefit plan. Please call Customer Service when you have questions or concerns.
- Understand how to obtain services and supplies that are covered under your plan.
- Show your ID card before you receive care.
- Schedule a new patient appointment with any in-network health care professional; build a comfortable relationship with your doctor, ask questions about things you don’t understand and follow your doctor’s advice. You should understand that your condition may not improve and may even get worse if you don’t follow your health care professional’s advice.
- Understand your health condition and work with your doctor to develop treatment goals that you both agree upon.
- Provide honest, complete information to the health care professionals caring for you.
- Know what medicine you take, why and how to take it.
- Pay all copays, deductibles and coinsurance for which you are responsible at the time service is rendered or when they are due.
- Keep scheduled appointments and notify the health care professional’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 health care professional.
- Notify your plan administrator and treating health care professional as soon as possible about any changes in family size, address, phone number or status with your health benefit plan or Cigna's programs and services.
“Cigna” is a registered service mark of Cigna Intellectual Property, Inc., licensed for use by Cigna Corporation and its operating subsidiaries. All products and services are provided exclusively by or through such operating subsidiaries and not by Cigna Corporation. Such operating subsidiaries include Connecticut General Life Insurance Company, Cigna Health and Life Insurance Company, and HMO or service company subsidiaries of Cigna Health Corporation and Cigna Dental Health, Inc.