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  • Home Medicare Member Resources and Services Organization Determination

    Organization Determination (Medical Prior Authorization)

    Learn how to get an organization determination, also known as a medical prior authorization, for your Medicare Part C plan.

    What is an organization determination?

    An “organization determination,” or medical prior authorization, is a decision we make about your medical benefits and coverage or about the amount we will pay for your medical services. This means we ask our plan to authorize, provide, or pay for medical services. We want to make sure you’re getting the type or level of services you think you should get.

    A Medical Prior Authorization allows Cigna HealthcareSM to:

    • Check that you can get the service you asked for through your benefit package
    • Review services to decide if care is medically necessary for you
    • Review services to make sure they are given by the appropriate provider in an appropriate setting
    • Make sure that ongoing and recurring services are actually helping you

    Some examples of services that may need Medical Prior Authorization are:

    • Home Health Care (HHC)
    • Specialist or Specialty Care Visits (other than your PCP)
    • Infusions
    • Outpatient surgical procedures
    • Durable Medical Equipment (DME)
    • Non-emergent ambulance transport
    • Outpatient diagnostic testing
    • Outpatient therapy

    You can review services that need Medical Prior Authorization within your Evidence of Coverage (EOC).

    Emergency services are not included from prior authorization requirements. An emergency is a medical condition that may cause harm to your health.

    Who can ask for an organization determination or medical prior authorization?

    You can ask us for an organization determination or medical prior authorization for yourself, or your doctor or someone you name may do it for you. The person you name would be your appointed representative. You can name a relative, friend, advocate, doctor, or anyone else to act for you.

    If you want someone to act for you, then you and that person must sign and date the Appointment of Representative form that legally allows that person to act as your appointed representative. This statement must be faxed or mailed to us at the same number or address where you send your organization determination information.

    This form does not have to be filled out if your doctor is sending a request.

    Download an Appointment of Representative form [PDF]

    Who determines my request?

    The Prior Authorization Department is made up of licensed nurses, clinical pharmacists, and doctors. They review requests for authorization using nationally recognized industry standards to decide if the Prior Authorization is medically necessary. Once a decision is made, they will let you and your provider know.

    A Medical Prior Authorization or Organization Determination is not a guarantee that the services are covered. A Prior Authorization is a determination of medical necessity and is not a guarantee of claims payment. Claim reimbursement may be changed by factors such as eligibility, participating status, and benefits at the time the service is rendered.

    How do I get an organization determination or medical prior authorization?

    To start an organization determination, you must file a Preservice Organization Determination, also known as a Prior Authorization Request, by phone, mail, or fax. The prior authorization request will be reviewed to determine if services are covered before they are provided. While your doctor will often help you arrange care and get Prior Authorization, you can send a Prior Authorization request yourself before getting services.

    For Cigna Healthcare Medicare Advantage customers (except Arizona)

    Contact us by mail:
    Cigna Healthcare Medicare
    Attn: Precertification
    PO Box 20002
    Nashville, TN 37202

    Call us: 
    TTY/TDD: 711
    8:00 am - 8:00 pm, 7 days a week

    From April 1 - September 30: Monday - Friday 8:00 am - 8:00 pm. Messaging service used weekends, after hours, and federal holidays.

    By fax:

    For Cigna Healthcare Medicare Advantage customers in Arizona

    Contact us by mail:
    Cigna Healthcare Medicare Services
    Attn: Prior Authorization Dept.
    PO Box 29030
    25500 N. Norterra Drive
    Phoenix, AZ 85085

    Call us:
    TTY/TDD: 711
    8:00 am - 5:00 pm (Mountain time), Monday - Friday

    By fax:

    How long does it take to get?

    A standard decision will be made as fast as your health condition requires, but no later than 14 calendar days after receipt of the request.

    If you need a quicker response because of your health, you should ask our plan to make a Fast Decision. A fast decision will be made as quickly as your health condition requires, but no later than 72 hours after receipt of the request.

    Appeals and Complaints

    If you don’t agree with an organization determination, you have the right to appeal our decision.

    Learn more about appeals

    If you have a complaint, you can send feedback straight to Medicare:


    If you have questions about requirements or want to check on an existing authorization, please reach out to our Customer Service Department at (TTY 711), Oct. 1–March 31: 8 am–8 pm, 7 days a week; April 1–Sept. 30: Mon.–Fri. 8 am–8 pm. A messaging service is used weekends, after hours, and federal holidays.

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    Y0036_24_1037312_M | Page last updated 03/28/2024