Cigna Vision Insurance Reviews

Cigna Vision Insurance
Cigna Vision Insurance

Cigna Vision Insurance Online Insurance Reviews

Don't buy any insurance from these people, overpriced, inexperienced personnel and just poor dealing. In most cases they tell you it's in your policy, but you are not covered by that section in general. Stay away from Cigna. Waste of your money.

My wife's employer no longer offered CareFirst Blue Cross/Blue Shield (CF BC/BS) as of January 1, 2014, and our only two choices for employer health insurance were Kaiser Permanente or Cigna, so she chose Cigna. The first week in January, I created an account and logged onto the Cigna website to view our vision benefits. It said that this benefit was not part of our plan even though we know it is. My wife spent several days calling Cigna from her job before she was able to contact someone to correct the error on the website. It took her so long because of constantly being on hold for long periods of time. She has a job where she has to answer incoming phone calls so she couldn't stay on hold for very long. On Sunday, January 12th, I called Cigna's main customer care number (the number on the back of my insurance card) to ask a question about something and was on hold 38 minutes and 46 seconds before my call was answered.

On January 14th, I mailed a prescription order form along with two prescriptions. By January 25th, the website was still showing "No Orders" for me. I thought perhaps it had got lost in the mail. So, on that date, I submitted an inquiry via their "Ask a Pharmacist" feature on their website to see if they received my order and inquire about the status of it. On January 31st, I had not received a response to my online inquiry but it was finally showing on their website that they had received my prescription order and it was being processed. This was much longer than what I was used to. I used Walgreens Mail Order Pharmacy when I had CF BC/BS. After mailing a prescription order to them, it would usually be on their website within 3 to 5 days and I also would receive an e-mail advising that they had received it. I did not receive an e-mail from Cigna even though they have my e-mail address. I had to keep checking the website every day.

On January 31st, I also called the pharmacy to ask a question about pharmacy benefits. I couldn't get an answer from the website because every time I clicked on "Pharmacy" under "Review My Coverage," I got two error messages: one said that the web page had not loaded properly and to refresh my browser. I did this to no avail. The second message, right below it, said that their servers were down for maintenance and to try back later. This happened 5 times in January, each and every time I tried to view my pharmacy benefits. I was on hold over 10 minutes before my call was answered only to be told by the lady that she couldn't answer my question. She said the number I had called was for the pharmacy and she could answer only questions regarding prescription orders, and their status. She said I needed to speak with someone in "Pharmacy Member Services." The number I called is the only phone number on the back of their prescription order form and website for anything pharmacy related, and it doesn't say that this number is only for the purposes I was told. There is no separate number on either the form or website for Pharmacy Member Services. There should be, with an explanation for each number is for.

After being on hold for ONE HOUR AND 25 MINUTES, I finally got an answer to my question. But, not directly from anyone in Pharmacy Member Services because no one in that department ever answered the phone. The lady who originally took my call has a friend in that department. They both are members of the professional networking website "LinkedIn." The lady who took my call was logged onto the website and she saw when her friend returned after being out of the office and logged onto the website. So, she sent her a message containing my question, over the Internet, via LinkedIn, to get an answer for me.

I applaud her initiative to get an answer for me the way she did, but seriously, what kind of way is this to run a business? I have no idea how much longer I would have been on hold if she hadn't done what she did, but that also says a lot about the Pharmacy Members Services department. The lady had time to log onto LinkedIn after returning to the office but couldn't answer the phone? The lady gave me a phone number to call about the error messages I kept getting every time I tried to view my pharmacy benefits on the Cigna website. The lady I spoke with said the reason I was getting the error message was because it was showing that my wife has no pharmacy benefits. I told her that my wife does have pharmacy benefits because she has already used them; I wasn't checking on her benefits; I was checking on mine; and I had used my own log in. She said she understood that, but because my wife is the policy holder and it is showing that she has no pharmacy benefits, the servers get confused when I requested to view my pharmacy benefits and it spit out the error message I got.

I asked her why the error message wasn't more specific and I can't recall exactly what she said, but it didn't make any sense. I used to design websites and set up servers over 20 years ago, and I know they can be set up to give a more specific, and correct, error message than I was receiving. Their servers weren't down for maintenance each and every time I clicked on "Pharmacy" and the lady I spoke with said they weren't. I forgot when I was talking to her that when I clicked on "Vision" at the beginning of the month that I got a very specific, albeit incorrect, error message. So, this is the second benefit under our plan that wasn't entered or linked properly to our account which resulted in some kind of error when I tried to view it on their website. Anyway, the lady I spoke with said she would notify the appropriate department to have the error corrected and call me the following week. Yeah, right. I haven't had anyone in any organization who said they would call me back ever do so in YEARS.

On 2/2/14, I finally received a response from the inquiry I submitted on 1/25/14 about my prescription order. The response said, "We are waiting for your physician to respond to our request for clarification concerning your medication." This was only partially helpful because I submitted two prescriptions written by two different doctors. If I knew which doctor they were awaiting a response from, I could call his office and maybe light a fire under them to respond and find out what clarification Cigna needs. Also, this "hold up" in filling my prescription order was not showing up on their website under my prescription order status, like it would have on the Walgreens website. Unfortunately, I cannot go back to CF BC/BS, and the Walgreens Mail Order Pharmacy, unless I go through the government's health care website and purchase insurance on my own. So, for now, I'm stuck with Cigna and my experience with them in such a short period of time has been abysmal.

I have finally found a glaucoma medicine that keeps my vision pressure in check -- but guess what?? CIGNA has decided to drop this medication from their formulary. I am told by CIGNA (not a doctor) that I need to try a generic eye drop (cost $1.23). Oh yeah, that ought to work real good! Now I must try this new medicine and if I lose my peripheral vision, oh well!! More profit for the CEO, right?

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