Cigna UK HealthCare Reviews 57

Excellent customer service and swift claims and payment for both medical and dental

Pretty awful so far. I do not feel like that Cigna values me or the company that sends tens of thousands of employees their way.
I called the dedicated helpline, and got an automated message imploring me to use the website. Despite the fact that my password was happily stored by my password manager, I got sent round an endless loop of password resets. So I called back, and they cut the call off arbitrarily after 15 minutes on hold.
Today I tried the website again, managed to log in, and discovered that you must call to seek pre-authorisation anyway (what is the point?). So, I called for the third time, navigated endless "press #1" menus, waited a few minutes, and got Liam, who really couldn't care less. He sounded like he hadn't slept for a week, was barely audible, robotic through the script, and ignored my questions. Obviously, my corporate plan doesn't cover my preferred consultant (Central London). I did eventually manage to get pre-authorisation locally, although the pre-auth code that Liam gave me on the phone and the one I got by text did not match. I am writing this having now been on hold for 30 minutes waiting to make an appointment with their "partner" hospital that the call was put through to.
I only made these calls today after six months of choosing to rely on the NHS instead simply because previous experiences led me to have such low expectations of Cigna. Unfortunately, with the NHS under such pressure, that road is now closed.
I am unlikely to renew the corporate policy - I would rather pay more to use a decent insurer of my choosing. As it goes, this is my professional field, so I know which ones do this a whole lot better!

If they had a minus score they would get it.

I have put in a claim for £279 which they are reimbursing me £50. They have said that some of the claim is not covered but clearly states it is on my plan and then said that I had exceeded the claim amount which on my plan says £350 but clearly I haven’t.

I have this insurance through my work but it seems like a scam. I can’t get through by phone and emails I have received are confusing and lack information.

Stay clear

They're reimbursing just a limited amount of the expense claimed. When you reach out to them, they don't reply. If you really chase, they reply with no-sense questions, like asking details that they already have

Awful apps, long hold times, poor service. a business that obviously only survives because there is a disconnect between those that buy the product (employers) and the actual service users. I dread having to call them, and have received threatening letters from medical suppliers due to Cigna failing to pay invoices for pre-approved services.

EDIT: Today I was invited to complete a customer satisfaction survey......which took me to a broken web page.

On hold for hours. Just need a code and I see my specialist next week. Don't know what I'm going to do nobody answers. Send me a code please cigna

Terrible customer service, it takes forever to speak to anyone, there is no way of contacting anyone other than by phone. The hold music is early 90's era pan pipes and the website was probably made around the same time. Im reticent to put any of my personal details into because I don't trust for one second that it has the right level of security when it is clearly so broken in every other way. If you have the choice please use Bupa as Cigna is easily the worst customer experience I have ever had.

I've been on the phone to Cigna for the past 35 minutes and they keep putting me through different departments, no idea what they are doing. They have failed to reply to my emails for the last 6 months, I have chased them every week and they have never replied. I called them last week, the advisor had no clue about the issue about this pending claim, which is only been going on for the last 2 years. They don't read the notes, they don't follow up on anything, even if you chase them. Awful customer service, terrible company, avoid at all cost!

I have a Cigna Dental Insurance Plan through my employer and had recently needed to get treatment done. The claims process is easy to do online and customer service has been excellent throughout. My claim was processed quickly.

Unbelievably poor service. Won't answer calls, don't honour call back service and only contacted when I started tweeting about the poor service.
How can anyone that has a medical problem use this service especially when trying to be treated. Avoid at all costs.

I’ve experienced poor customer service in my life but I’m handing the worst service award to Cigna. Average call waiting times is 45 minutes to an hour. Staff are generally rude and overall the complete absence of any level of service is impressive.

Have tried for two weeks to obtain a pre-authorisation to see a specialist. They simply do not answer the phone. I am on a corporate policy and have demanded to be signed up with another health insurance provider because private health insurance is part of my compensation package and I am not sure Cigna still operates in the UK.

Cannot get hold of anyone. Multiple calls. On hold for an hour each time and no answer. Emailed. Tried the portal (that has no info on it so is useless). Requested a call back.

Still nothing - absolutely appalling.

This is a work policy otherwise I would never have chosen this company.

Blaming covid for long wait times is not acceptable.

WORST WORST WORST customer service

Unfortunately there is no 0 star to choose, so choosing 1 star.
Last 2 weeks trying to get authorisation from Cigna after referral from GP. Everytime I had to wait 45 mins - 1 hr to get frustrated and cut the call.
If we go with NHS, it is almost going to take same time I think. Also, at least we get some response from NHS. No point to pay for private insurance to get this kind of service.
I WOULD NOT buy from CIGNA again and NOT recommend at all. If you are ill, Cigna will pick up the call only after you are dead!

When you can speak to someone they are ok to talk to BUT TALKING TO SOMEONE IS IMPOSSIBLE!!!

I have tried today 3 separate times and waited over 30m each time (one was an hour) and no answer!

Awful customer service. They clearly do not employ enough people.

I get this through my wife’s company. I would never join Cigna personally because I simply can’t get through to talk to them!!

Had to call to receive an authorisation code to have some physio and although it took some time to get through to speak to someone the girl I spoke to was so helpful and apologetic and reassured me the current issues are not normal service levels that should be expected with Cigna. I just hope that is true but for now no faults.

I moved from Bupa to Cigna due to the company plan. It's been night and day in terms of service. Hours and hours on the phone to get through to non medically trained (retired postal worker) staff. I've been trying for 2months to get another appointment from the first appointment to help my 2-year old that's not well. I'm essentially paying extra for a service that's worse and takes longer than our NHS. Cigna should be ashamed of themselves and there should be an investigation into how they are using their funds and their untrained staff. If you have a choice please avoid !!!!!!!!!!

Raised my issue of very very long call wait times (over 2 hours) and no pick-up, call-back or anything other than a response to my review... "LetUsHelpU@Cigna..." which was encouraging but a day later I am still waiting for a reply. So you pay for a service which you can't access and the provider, Cigna, do not explain in any way why they can't provide the service you've paid for. Meanwhile, you have little choice but to either fund the medical care yourself or do nothing. Probably the worst example of how not to run your business ever.

Waited over two hours on the phone to just be told that a 'self referral' service did in fact need a GP referral. Ok, got that, and then a few days later I'm trying to get hold of them to authorise a claim, and we're already at an hour and a half waiting. Why it can't be done online I don't know. Will actively petition HR to move the employee scheme elsewhere.