CIGNA is KILLING me!! - rant

I sent in my external appeals packet to CIGNA going on 3 weeks ago by FedEx.  It was delivered and someone signed for it on April 4th.   I called on April 9th to see if it had been entered in the system yet and the young chap I spoke with said he couldn't find anything in the system, but they have 30 days to enter it.  I find that hard to believe, but I left it at that since I was at work and didn't have a lot of time.  I've been busy and didn't get a chance to call again until yesterday.  I spoke with a very nice woman and at first she told me looks like the appeal was sent out on March 23rd.  Told her that was impossible since CIGNA didn't even RECEIVE the packet until April 4th.  She must have dug a little deeper into the insurance black hole that is my account and finally said she did see where it was received on the 4th and was entered into the system on April 5th.  (Guess the previous guy missed the day of training class where they show how to look up information on an account.)  She told me they have 30 business days to make a decision once it has been entered into the system.  I asked her when it was sent to IMEDECS (the independent review organization that will make the decision) and she said she couldn't find any information on that, but "I'm sure it's been sent."  At that point I call IMEDECS and they tell me no, they haven't received anything from CIGNA regarding my external appeal. So, last night I came home from work and called CIGNA again.  I spoke with a young woman who found the appeals information but couldn't find any information as to when it was sent to the external appeals committee, but at least she took the initiative to call the appeals department but was told she could call only about expedited cases.   She said she would speak to her manager and call me back, "but it may be a few days before I can call back."  Whatever. So, I decide to call again today, cuz as we all know you always get a different person with a different answer.  So the girl I spoke with today couldn't even find ANYTHING on my appeals AT ALL.  I had to explain twice that I've already been through all of the internal appeals and had sent in the packet for the external appeals, was told it was entered in the system on the 5th and here it is 12 days later and they don't know where it is!  I asked to speak to a supervisor but, of course, one wasn't available and I had to leave a message to call back.  Have I heard anything?  Of course not.   You know, if any other business treated its customers like this, they would go out of business, but it seems insurance companies just keep getting bigger and bigger and bigger, and we are helpless to do anything about it.  I'm not a big believer in government control but I really think our government needs to make our healthcare system and the insurance fiasco a top priority!  This is getting ridiculous. So, I guess I'll be calling back to the black hole that is CIGNA again tomorrow.  Have I ever told you guys how much I hate CIGNA?!  CIGNA

Lyndia, I do not have CIGNA, but I just wanted to tell you to hang in there!  They want you to give up.  Ughhhh!  I know it is so frustrating.  I hate waiting-especially for something so important. Keep on them..I have heard so many stories of files being "lost" and such. My husband's company is self insured using a third party administrator-so I have not had to deal with any really large insurance companies, but there is still this veil of mystery when I try to find out exactly what they need and such. I wish you the best of luck!!! Lisa

Thanks for the support Lisa.  :)  I appreciate it.

KEEP ON THEM!!!! This is soooo common with almost all of these companies.  I'm lucky when a client already had this happen, because sometimes they think I'm nuts.  I mean, I don't want it to happen, but when you know ahead of time it can, it makes it easier on my stress level when it happens and a client knows it's not me, ITS THEM. I've heard, well we received it but it's lost We never got it We closed the file last year We never heard of this patient We paid for this already We received it, but we don't know where it is.  (MY FAVORITE) I had one case, against Kaiser, where I sent it in, FAXED it 3times, and tape recorded them twice saying first they had nothing, then yes we received your faxes, but not what you said you sent, AND, a return letter from them IN RESPONSE TO MY FAX. Result:  Client was annoyed with me. Meanwhile, it's pretty common that these companies play these games Just don't quit.