Friday 11th of November 2016 01:29:06 PM
Frustrating experience today when I spent 3 hours on calls with Cigna Customer care to figure out how to file a claim for prescription glasses which I purchased from out of network provider. Here are the sequence of events: Note I had first called Cigna on 12th Jan 2015 to confirm benefits coverage of vision and was advised that my plan had the coverage for 1 free checkup every year and up to $150 towards frames and lenses. It was also confirmed that the doctor Monica ** was in network provider and I do not have to pay anything for the checkup.Coverage was confirmed by the doctor's office and following which I visited the doctor on 15th Jan where my Son was advised prescription glasses. Post the checkup the doctor's office on 15th Jan had Cigna Authorization on the coverage for frame and Lens, however Since the glasses sold by the doctor's office did not fit my son well so I did not order them. I was checking on other options. Visited Visionworks on 19th Jan who also received authorization from Cigna on coverage but again the frames did not fit my son so did not order. I further visited Walmart on 19th Jan where we did get the frame which fit well. Walmart optician called Cigna to confirm coverage where they were advised that there was coverage. However they were not in network, advised that there is a process to claim up to $96 expenses on frames and Lens and I would have to pay and then claim. I order the same and the expense was within the coverage limit.To file a claim today it was excruciating painful experience with Cigna customer care as for 3 hours I was getting tossed around from departments to department... Cigna medical to VSP, Vision, EyeMed and back and forth. Where Cigna medical kept pushing me to one of them and the respective departments pushing me back. I was persistent in trying to get an answer where one agent of the many (...Dawn, Sheela, Melissa, Terry) advised that vision was not covered since beginning of the year i.e. 1st Jan 2015 and I should go back to the plan administrator. Nobody seem to be able to answer how and why there were two authorizations and the advise I had received on 12th Jan 2015 on coverage. I'm appalled on how Cigna can misinform me on the coverage which I had particularly verified before availing service and deny me of the claim which I should have been entitled to. Cigna should never have advised me on the coverage being a responsible corporation.