Cigna Envoy‪®‬ 4+

Getting into the app is a problem

This is one of the most frustrating apps I’ve ever used.

Half the time I try to use this app, it won’t load. There’s no rhyme or reason to when this app works and when it doesn’t.

It’s also frustrating that I can’t save my user Id and password - which means inevitably I have to reset my password making it even less likely that I’ll be able to remember my password. Please just let me use facial recognition to access my account like every other app.

Finally, our account is set up under my partner’s information but I’m the one who manages our healthcare billing. When signing in, the email with the pin gets sent to my partner’s email and it’s just a pain. Please let us have multiple owners of the account.

Once I’ve been able to load the app, sign in, get the pin from my partner and actually access our account, it’s fine. Definitely not amazing (e.g., there should be a huge obvious button on the home page that says “submit claim”), but it’s fine.

Even if it accepts a file to be uploaded be warned!

Just because it allows you to submit a file type it does not mean the reviewers can read it properly and they will not tell you this they will only make a series of formal requests for random single pieces of information over and over, and each time it will be something new. You may or may not have success in the end and it may take you a year. Don’t forget even if they haven’t made a decision on a case or claim you still only have 365 days to open an appeal from the date of service.

The worst seems to be with screenshots.

Do yourself a favor and only submit single receipts at a time, do not group anything and do it all on a laptop or through a browser. I only use this app to check on the status of a claim after being burned too many times.

Also they will ignore your secure messages if they feel like it to try and run out the clock and they will tell you just 2 working days or 5 working days for a response over and over again if they feel like it. However secure messages and faxing are the only good ways to be sure supporting documentation gets to them. The method they say to use at the bottom of the screen on their site does not work either.

Overall their compatibility with Apple products is very poor.

Developer Response ,

Hello, I sincerely apologize for the frustrations that you have experienced related to the mobile app. I would like the opportunity to look further into your concerns. Please email me at LetUsHelpU@Cigna.com. -SNS

Recommend improvements

Using the telehealth feature was confusing. This function gave instructions for how to set up an appointment. After that, though, there were no further instructions until the day of the call about who would call who/where I had to go for the call, etc. Additionally, in order to get those instructions on the day of the appointment, I had to guess where to go within the app; the instructions were not easily available. I recommend Cigna enhances the user friendliness of this feature. Despite this, the telehealth call was useful, and the audio and video were fairly clear. I appreciated that the doctor was able to leave notes for me from our conversation.