Recently someone I loved got a knee replacement. Even after surgery, an patient coordinator did warn us that Cigna takes about forever to find a home health aide/therapist for physical therapy. We were given the important detail that Cigna chooses the agency, we have no say in which agency should come over, and we should not contact one, as one would be provided.
Well, its been almost a week, and several calls by us and the hospital got us no where. We get responses between "there are no providers in your area", "we might be able to contract an out of network provider", "I don't know", "we are expediting the claim", and "this could take up to a month".
No! This needed to be done two weeks post-op before the window shrinks for the best positive outcome! Everyone under the sun has been contacting them and nothing gets done. You would think an insurance company would be proactive in preventing complications, which would cost them more money. A small investment in at home physical therapy would cost less in the long run, but they don't care.
Now I fear the long term implications of their failure to act.
Product or Service Mentioned: Cigna Health Insurance.
Reason of review: Poor customer service.