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Grievances

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, fax, email 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 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 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 Medicare grievances, appeals, and exceptions, or the financial condition of Cigna Medicare, please contact us.

You have the right to file a complaint

If you have a complaint, you can submit feedback directly to Medicare:

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. 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.

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 Medicare Advantage plans

To contact us by mail:

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

Email us: membergrievances@healthspring.com

Call us:

Phone Number: 1 (800) 668-3813

TTY: 711

Fax Number: 1(888) 586-9946

8:00 am – 8:00 pm Local time, 7 days a week.

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

For Cigna Medicare Advantage plans in Arizona

To contact us by mail:
Cigna Medicare
Attention: Member Grievances
PO Box 2888
Houston, TX 77252

Email us: membergrievances@healthspring.com

Call us:

Phone Number: 1 (800) 627-7534

TTY: 711

Fax Number: 1(888) 586-9946

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).

For Cigna Medicare Part D stand-alone plans

To contact us by mail:

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

Call us:

Phone Number: 1 (800) 222-6700

TTY: 711

Fax Number: 1 (800) 735-1469

8:00 am – 8:00 pm local time, 7 days a week.

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

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 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 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.