Last Wednesday I called Cigna to get help finding a Psychiatrist in the Salem, Oregon area that is contracted with Cigna's (In Network Provider) list. The customer service rep then transferred me to Cigna Behavioral Health. The lady answered the phone and told me to look at their online website to find a list of providers. I did just that and found a list of over 30 providers within a 25 mile radius. Going down the list, I called. I called every one of the providers. 6 were not taking new patients, 9 were inpatient only, 14 of them said that they are not contracted through Cigna and have no idea why they are even on the list, and one only sees children.
WOW, I thought. So I called them back and talked with a male this time. He told me that he would have to put in a trouble ticket and have someone confirm that what I was telling him was correct. (Basically telling me that I was a liar). He also told me that a rep was going to look in my area for someone out of network to do a one time contract in order to get me an appointment. He said that it would take 24 to 48 hours and that I would get a call back during that time with an appointment scheduled.
Fast forward to today, Tuesday of the following week. Still no call back from Cigna. So I call them back. I get the same lady that helped me last week with the list of providers. I again have to explain the whole situation. She proceeds to tell me that I am lying, and that I should have been able to find a provider out of those 30. She also says that it takes a week to get back to someone when a trouble ticket is created. When I asked to talk to the male that helped me last week, she refused to give me his name, and when I asked her what we could do to make this situation better, she HUNG UP ON ME!
I am so tired of this. If someone like me really needs help with a psychiatrist, should it really be this much of a hassle to get an appointment? My wife and I pay almost 400 dollars/month in order to have Cigna insurance through her work. We have no other options.
CIGNA, needs to work on customer service and do a better job getting contracts signed so that finding a provider in town is not an issue. They also need to go through their list that they gave me, call every provider personally on the list, and delete the providers that are not contracted through them. I kept the list and marked every one of them that were not taking patients, not contracted through cigna, and were inpatient only. Cigna did not want anything to do with my results.
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