Cigna Complaints Handling Guidelines - Canada

Step 1 - Let us know about your concerns

Discuss your concerns with our Customer Contact Center, as often, issues can be quickly resolved by our customer service personnel. If possible, please have your customer global ID available to assist us in expediting your inquiry.

You can contact CLIC’s Customer Contact Center at:

Cigna Healthcare Telephone: 1.800.441.2668
Collect Telephone: 1.302.797.3100
Fax: 1.800.243.6998 or 1.302.797.3150

Or by logging in to CignaEnvoy.com and sending us a secure email communication.

Québec Only:

If you are a Québec resident or enrolled in a policy issued in Québec, you will receive a final response regarding your complaint no later than the 60th day following the receipt of the complaint or no later than the 90th day following the receipt of the complaint, if exceptional circumstances or circumstances beyond our control warrant additional time to provide a final response

Step 2 - You can escalate your concerns

If you are not satisfied or feel that your concerns have not been addressed, you can escalate your complaint. Ask for a team leader, supervisor or manager who will review your complaint. It is important that you complete this step before contacting CLIC’s Complaint Liaison.

Step 3 - Contact CLIC’s Complaint Liaison

If you are not satisfied after following the first two steps, you can contact CLIC’s Complaint Liaison in writing at:

CLIC Complaint Liaison
100 Consilium Place, Suite 301
Scarborough, Ontario, Canada, M1H 3E3
Email: ComplaintLiaisonCLIC@CignaHealthcare.com
Fax: 1.416.290.0732

CLIC’s Complaint Liaison does not review complaints that have not been through steps one and two as outlined above. After CLIC’s Complaint Liaison has reviewed your complaint, we’ll send you a written response, unless we can simply solve your issue via the telephone or by email. We will complete most investigations within 30 days of receipt of complaint with all supporting documentation. If we cannot meet the deadline, we will contact you and let you know why we need extra time, and when to expect a response.

The written response is considered CLIC’s final position on the complaint and will not be reopened unless you provide us with additional information that was not previously reviewed in making our decision.

Step 4 - External recourse options. The industry OmbudService and/or the Financial Consumer Agency of Canada (FCAC)

If you are dissatisfied with CLIC’s Complaint Liaison’s final decision and wish to pursue your complaint further, external recourse is available to you.

The OmbudService for Life & Health Insurance (OLHI) deals with concerns about life and health insurance products and services that have not been resolved through CLIC’s internal complaint process. Information about the OLHI is available on its website at olhi.ca

OmbudService for Life & Health Insurance (OLHI)
2 Bloor Street West, Suite 700
Toronto, Ontario M4W 3E2
Web: olhi.ca
Toll-free: 1.888.295.8112 or 1.866.582.2088 (French)
In Toronto, call 416.777.9002 or fax 416.777.9750

The Financial Consumer Agency of Canada (FCAC) ensures federally regulated entities comply with consumer provision measures, promotes financial education and raises awareness of their rights and responsibilities.

You may contact the FCAC through its website at fcac-acfc.gc.ca

Financial Consumer Agency of Canada
427 Laurier Avenue West, 5th Floor
Ottawa, ON K1R 7Y2
Web: fcac-acfc.gc.ca

Québec Only:

If you are a Québec resident or enrolled in a policy issued in Québec:

• You may file your complaint using the form issued by the Québec Autorité des Marchés Financiers (AMF)
• You may, at any time, request to have your complaint transferred to the Quebec Autorité des Marchés Financiers (AMF) for review

For more information visit Assistance and Complaints | AMF or call 1.877.525.0337.