Filing a Grievance

Learn when and how to file a complaint.

What is a grievance?

A grievance or complaint is any dispute expressing dissatisfaction with any aspect of the plan’s operations or its activities. Grievances can be received by customer service representatives online, by mail, fax, email, or telephone.

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.

To obtain the aggregate number of Cigna Medicare grievances, appeals, and exceptions, or the financial condition of Cigna Medicare, please contact us.

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. In order to appoint a legal representative, the proper documentation must be submitted to Cigna Medicare. Examples of appropriate representation documents may include, but are not limited to, a durable power of attorney, a health care proxy, an appointment of guardianship, or other legally recognized forms of appointment. You may also download and complete the appointment of representative form below.

Download the Appointment of Representative form

It is best to file a grievance as soon as you experience a problem you want to complain about. You must file your grievance no later than 60 days after the event or incident that precipitates the grievance. Most grievances are resolved within 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 respond to your grievance. Upon completion of our review, we will notify you by phone or in writing.

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 Medicare Part C medical care, you must contact Customer Service. If you have a fast complaint, it means we will give you an answer within 24 hours.

For Cigna Medicare Advantage plans – except Arizona

Online:

Mail:

Cigna Medicare
Attention: Member Grievances
PO Box 2888
Houston, TX 77252

Email: membergrievances@healthspring.com

Phone: 1 (800) 668-3813 (TTY: 711)

8:00 am - 8:00 pm, 7 days a week.

(Hours apply Monday - Friday, April 1 - September 30. A voicemail system is available on weekends and holidays).

Fax: 1 (888) 586-9946

For Cigna Medicare Advantage plans in Arizona

Online:

Mail:

Cigna Medicare
Attention: Member Grievances
PO Box 2888
Houston, TX 77252

Email: membergrievances@healthspring.com

Phone: 1 (800) 627-7534 (TTY: 711)

8:00 am - 8:00 pm Mountain time, 7 days a week.

(Hours apply Monday - Friday, April 1 - September 30.
A voicemail system is available on weekends and holidays).

Fax: 1 (888) 586-9946

For Cigna Medicare Part D standalone plans

Online:

Mail:

Cigna Medicare
Attention: Grievance Department
PO Box 269005
Weston, FL 33326-9927

Phone: 1 (800) 222-6700 (TTY: 711)

8:00 am - 8:00 pm, 7 days a week.

(Our automated phone system may answer your call during weekends from April 1 - September 30).

Fax: 1 (800) 735-1469

More Member Resources and Services

Appeals

How to file an appeal and overall process.

Coverage Decisions

Find out about coverage decisions and exceptions.

Organization Determination

Get info if you need to file a medical prior authorization.

Back to Member Resources and Services