for Tracy Burch

Tracy, Is this standard operating procedure with Cigna? I sent my appeal in a week ago to Cigna via certified mail. You would think in a week they would have it. Right? Well no receipt yet from the post office yet. On Friday I call to inquire if it was received and logged in yet. The representative tells me "no" and I ask if I could speak to the appeals department and she again says, "no," but I could fax them a question and she gives me a fax number. I decided to wait till Monday and call again. I call again today and the representative sends me directly over to the appeals department. Still the appeal has not been received and the representative tells me to fax it and it will be logged in within 3 days whereby mail it takes 15 days. She gives me a fax number. I tell her I have a fax number given to me on Friday and it is not the same number. Which one is correct? She says she cannot find the other number I have in her system. So I faxed it to both numbers. I asked her how long will it take to get a response since I faxed it. She says to allow 15 days to get a letter from them that they got it and then 30 days for them to review. I guess I sit and wait now.

Hi Sandra, Sometimes it takes the Post Office a few days to get those little green cards processed. I know, I am a postal person. They don't run through the machines we use very well and more often then not, have to be hand sorted. Very time consuming. A large company may receive thousands of certified letters a day and its possible that they have not even opened it yet. Could cause another delay on getting your green card back. I always opt for delivery confirmation on these type of letters. That way you can track it at USPS.com. Its a nominal cost for the piece of mind. Good luck to you!

Sounds like a typical insurance company!!! Tracy

The good news is that yesterday Cigna had it recorded in their data base the appeal was received. I have never encountered this type of behavior from an insurance company from my end. Of course we are the providers and not the member and maybe that is the difference. I suppose since it is bariatric surgery that makes a difference also. It is just bizarre!