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  • European Complaints Process

    Cigna Global IPMI process for European License Complaints

    Please note that the below procedure is for customers who are served by a European license only. For clarification or more information on which license your policy is written please check your Policy Rules document which can be accessed on your online Customer Area. 

    At Cigna, we aim to provide the people we serve with a five star customer service experience. We hope that every interaction with us is a positive one.

    We take all complaints very seriously and aim to resolve them fairly, consistently and promptly. If for any reason you are not satisfied with any of our products or services you can submit a complaint here to our Customer Care Team who are available 24 hours a day, 7 days a week and 365 days a year.

    Required Information

    When making a complaint, you should include the following information: 

    • Your contact details
    • Your policy details
    • A clear summary of the complaint

    Complaint Acknowledgement

    We will acknowledge your complaint within 5 working days of your complaint being received.

    We will include a copy of our internal complaints handling procedures. We may also ask you for further clarification of your complaint and any other information that may be necessary to help our investigation.

    Complaints Resolution

    If we can resolve your complaint within 3 working days after the day you made your complaint, we will write to you to confirm this.

    Where we are unable to resolve your complaint within 3 days, we will promptly write to you to acknowledge receipt. We will then continue to investigate your complaint and aim to send you our final written decision within 4 weeks from the day of receipt. If we are unable to resolve your complaint within four weeks following receipt, we will write to you to confirm that we are still investigating it.

    Within eight weeks of receiving your complaint we will either send you a final written decision explaining the results of our investigation or we will send you a letter advising that we have been unable to reach a decision at this time.

    If you remain unhappy with our final decision, you may refer your complaint to the Financial Ombudsman Service identified in your Policy Rules document.

    The applicable Financial Ombudsman will be one of the following:

    The Financial Ombudsman Services: 
    Exchange Tower
    London 
    E14 9SR 
    You can contact them via email at complaint.info@financial-ombudsman.org.uk or call them (outside UK) on: +44 (0) 207 964 0500 or (inside UK) on: 0800 023 4 567 (calls to this number are now free on mobile phones and landlines) or 0300 123 9123 (calls to this number cost no more than calls to 01 and 02 numbers).
    For more information you can visit the website
    www.financial-ombudsman.org.uk

    Ombudsman des Assurances
    Square de Meeûs 35, BE-1000 
    Brussels
    You can contact them via email at info@ombudsman.as or call them on: +32 2 547 5871.
    For more information you can visit the website
    www.ombudsman.as

    Channel Islands Financial Ombudsman 
    PO Box 114
    Jersey
    Channel Islands 
    JE4 9QC
    You can contact them via email at complaints@ci-fo.org or call them on: +44(0)1534 748610.
    For more information you can visit the website
    https://www.ci-fo.org/

    Your complaint will be dealt with confidentially and will not affect how we treat you in the future.
    Whilst we are bound by the decision of the Financial Ombudsman Service, you are not. Following the
    complaints procedure does not affect your right to take legal action.
     

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