What to Expect During the Disability Claims Process


What to Expect During the Disability Claims Process

If you’ve filed a disability claim, find out the steps Cigna takes to make a decision.

We stay in regular contact with you throughout the claim review process. Our goal is to keep you informed so you’ll know when you can expect to receive your disability claim payment and what you can do if your claim is denied.

Cigna Claim Manager

Depending on the nature of your claim, your Cigna disability claim manager may call you within 24 to 72 hours. The claim manager will confirm the information that you and your employer have provided to us and explain what will happen next.

Contacting Your Employer

In some situations, your claim manager may need to contact your supervisor to confirm your first day of absence from work, ask about your job duties, and discuss general issues about returning to work. Cigna will not share your medical information with your employer.

Pending Claim

While you wait for Cigna to evaluate your claim, it is considered “pending.”

During this pending time, your claim manager is working with your health care provider to gather information to make a decision regarding your claim. You can help by encouraging your doctor to respond quickly to the information requests.

Notify Cigna as soon as possible if there are any changes that may affect your disability.

Claim Decisions

Cigna will communicate claim decisions via your choice of letter, email, or text. Cigna will let your employer know the claim decision and your expected return to work date. If you are unable to return on that date, please notify your claim manager as soon as possible.

Claim Approved: Provides the date your disability is approved through and your payment information.

Claim Denied: We’ll explain why, and how you can appeal the decision.


If your disability claim has been approved, the approval letter will inform you of the amount you will be paid and the frequency of the payments.

Family Medical Leave

You may be eligible for family medical leave or other job protection benefits even though your claim is denied.

For more information and answers to the most common questions about Disability, visit Disability FAQs.

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This information is provided by Cigna solely for informational purposes and does not constitute legal advice or a legal opinion on any specific facts or circumstances. Cigna FMLA and disability plan services are offered by Life Insurance Company of North America or Cigna Life Insurance Company of New York.