Cigna Expands Medicare Advantage Network in Ohio

Cigna announcement from 5/6/21:


Cleveland Clinic Akron General and Cleveland Clinic Lodi Hospital are now part of the Cigna network! This adds:

  • 94 primary care providers
  • 550+ registered beds
  • Physician specialties including Internal Medicine, General Surgery, Neurosurgery, Family Medicine, OB/GYN, Plastic Surgery, ENT and more


Questions about our network or their Medicare Advantage plans? Ask your CSM reperesentive for more information .

Cigna’s Update on Health Benefits+

Cigna Communication from 5/3/21:

We have recently received information from the Centers for Medicare and Medicaid Services (CMS) that changes in the eligibility are required for the Healthy Benefits+ Produce benefit that is available in the Mid Atlantic/Pennsylvania market. With this new guidance, customers must have one or more chronic medical conditions to receive this benefit. Examples of a chronic condition include, but are not limited to: diabetes, heart disease or hypertension (high blood pressure).

Customers who are enrolled in a DSNP plan will see no change in their benefit. Letters are being mailed this week to enrollees in the five (5) remaining Cigna Medicare Advantage plans who were identified as not having a chronic condition, notifying them that they are no longer eligible for this benefit after June 1, 2021. This represents a minimal impact to our customers who have this benefit.

We are pleased to be able to offer the Healthy Benefits+ fresh produce card to those with chronic conditions. Customers will receive a letter from Cigna after enrollment to determine their eligibility for Healthy Benefits+. Please let your future Mid Atlantic/Pennsylvania clients know they may qualify for this additional benefit and that they should call the number on their post enrollment letter, where a representative will confirm their eligibility.

Collaterals that reference Healthy Benefits+ are being updated to reflect this change and should be ready within two weeks. Please destroy any marketing materials that include this benefit that you may currently have.



For follow up questions or concerns, please contact your CSM representative.


Cigna: Changes on Confirming Eligibility with CARL

Cigna communication from 4/30/2021:

Here at Cigna, we continue to look for ways to make your experience with us easier without sacrificing service or quality. One of the latest ways we are able to do this is by making it easier and quicker for you to verify customer eligibility.

Beginning Monday, May 3, we will improve our customer Medicare / Medicaid eligibility approval process. When you call Cigna Agent Resource Line (CARL), we will no longer require the customer to provide their verbal approval for us to share their eligibility information. Instead, you, as their agent, will be required to confirm you have received approval from your customer to obtain the information.

CARL can provide the following information to agents who have their customer’s approval:

  • Medicare effective dates
  • Medicaid level and number
  • LIS percentage and level
  • LIS / Medicaid / OEP election usage for the quarter

We’re excited to make enrolling your customer in the right plan easier than ever!


If you have any questions on Cigna’s new verification process, contact your CSM service rep.

Cigna Protects YOU as the Agent on Record

Cigna Communication from
Our Agent of Record commitment

Even though you are an independent agent, we consider you part of Team Cigna. We appreciate the work that you do every day on our behalf and understand the effort it takes to build a book of business. We want to make sure you understand that we’re committed to protecting your Agent of Record status and protecting the commissions you’ve earned for the customers you’ve enrolled.

At Cigna:
• We understand that sometimes existing customers need to change plans and would prefer that they remain with Cigna.
• We want to reduce the work associated with plan changes and free your time to focus on servicing and growing your book of business.
• We want you to trust that we will protect your interests and that we value you and your current relationship with the customers you’ve enrolled.

Our commitment to you

When an internal Cigna agent completes a plan change for one of your existing Medicare Advantage customers, you will remain the Agent of Record (AOR) and continue to receive renewal commissions on plan changes.

How will we do this?

Cigna has established a Dedicated Plan Change unit within the CARL team that exists solely to help existing customers transition from one plan to another. This unit is staffed by licensed service representatives, not Sales Agents.

• When an existing customer makes a plan change by calling our Dedicated Plan Change line directly, your AOR status will remain unchanged.
• When an existing customer calls customer service inquiring about a plan change, the customer service representative will transfer the customer to our Dedicated Plan Change line and your AOR status will remain unchanged.
• When an existing customer initiates a plan change through one of Cigna’s internal field sales or telesales agents our team member will either refer the customer to our Dedicated Plan Change line or complete the plan change themselves. In either case, your AOR status will remain unchanged.

The Agent of Record policy applies to:

• Active, licensed, appointed and 2021 certified agents at the time of the customer’s plan change

The Agency of Record policy does not apply when:

• The original agent is no longer eligible or terminated
• Another active, licensed, appointed and 2021 certified, external agent (not employed by Cigna) facilitates the plan change
• The plan change is facilitated through an external Cigna appointed call center agent/agency

The plan change process

As an agent, you still have the option to fill out a new application to submit for current customers.

Customers can call 1-855-649-5105 to connect to
the dedicated Plan Change Queue


Any questions contact your CSM representative. 



Cigna Provider Directory for Ohio- DOWNLOAD NOW

Helpful Reference Guide: View a copy of Cigna’s updated Provider Directory for Ohio HERE.


If you have any questions, please reach out to your Cornerstone representative.

Cigna’s Online Customer Portal: myCigna

Your customers now have access to, a portal that will allow better access and understanding of the benefits that come along with their Cigna Medicare Advantage plan.

After creating an account on, Medicare Advantage customers can:

  • Search for in-network hospitals, providers, pharmacies and other care sites
  • View and print extra ID cards
  • Review current coverage and costs
  • See claims summaries and explanations of benefits (EOBs)
  • Seamlessly access MDLive for virtual care

myCigna can even help your customers find the best prices on their prescriptions! myCigna is available NOW to all Medicare Advantage customers. Make sure yours know about this valuable and easy-to-use tool!


If you have any questions regarding Cigna’s MA plans/products, contact your CSM representative.

Check Out Cigna’s Veterans Support Line

Cigna is committed to helping veterans in many ways, and one of those ways is with our Veterans Support Line. This free service is available to any veteran, as well as their caregivers and families, no matter if they are a Cigna customer or not.

This free service is available around the clock, 365 days a year, at 855.244.6211. 

  • It’s not just for health issues.
  • If someone who is in a crisis calls, they will be immediately routed to a member of our crisis team trained to handle these specific situations.
  • It is completely anonymous. Cigna does not ask for verification of military status or relationship to a veteran and does not ask for any personal identification.
  • It’s staffed by licensed Cigna behavioral health specialists.
  • There is a dedicated triage team that will help veterans find the right resources and services.
  • It’s not just for Medicare customers, it’s for any person who has served our country.

Some of the common issues our team helps with include:

  • pain management
  • substance use counseling and treatment
  • financial issues
  • food
  • clothing
  • housing
  • safety
  • transportation
  • parenting and child care
  • aging services
  • health insurance
  • legal assistance

Make sure all your customers know about this free service from Cigna.

Check out Cigna’s New Virtual Selling Tools

At Cigna, we’re always looking for ways we can help you build your pipeline and nurture your leads in order to increase your sales.


While we’ve talked before about the Broker Enrollment Assistance Line, the Plan Switch line and the ability to use a personal URL to enroll your customers electronically, we are excited to introduce the Cigna Medicare Learning Series for you to share with prospects.


The Cigna Medicare Learning series includes eight animated videos that your customers can view at their leisure. You direct customers to the videos, and you help them pick and choose topics based on their familiarity with various Medicare topics including:


  • Explanations of Parts A-D
  • Medicare plan types
  • The value of Cigna Medicare plan
  • Financial assistance

Lasting about two minutes each, you can find the videos here.


Plus, our new virtual sales packet for brokers is available by logging into Producers’ University* and navigating to Resource Library, then Sales, and then Virtual Sales Tools. In the sales packet you’ll find additional tools such as infographics and social media content


Cigna’s Tips for Getting Your Apps Processed FAST!

Cigna message from 10/29/20:

Now that AEP is in full swing, we know you want assurance that your customers are enrolled in the plan they’ve chosen and sometimes you may experience delays in being able to view your enrolled customer in Salesforce. The good news is, the reason for the delay can often be corrected before the application is even submitted. Here are the most common issues that are within your control to correct before the applications reaches our Enrollment team:

  • Use the correct Agent ID. Incorrect agent IDs require manual intervention, which may result in assigning an enrollment to the wrong agent and commissions payment delays. Remember, Cigna Medicare and Cigna Supplemental Benefits use different Agent IDs.
  • Validate the Medicare Beneficiary ID number (MBI). An incorrect MBI number can cause membership delays as well have an application denied for an incorrect MBI
  • Be sure the correct election period is indicated. Even though we’re in AEP, this is an important measure to take year-around. Don’t forget to include the correct election period.
  • Verify eligibility for both Medicare Advantage and Medicaid DUAL plans. Remember, our CARL team can help with confirming eligibility for these plans.

When an issue is identified as causing a delay, our team will reach out to you to resolve the interruption. Your quick response to our requests will help us resolve issues sooner.


Any questions or issues with Cigna applications reach out to your CSM service rep. 

Cinga 2021 Star Rating News!

The Centers for Medicare and Medicaid Services (CMS) announced 2021 Medicare Stars Quality Ratings (Stars) for Medicare Advantage plans, and Cigna could not be more excited to let you know how they  stack up for AEP 2021.


The bottom line is, Cigna’s  Medicare Advantage plans rank better than ever. In 2021, they expect 88% of Medicare Advantage and Prescription Drug Plan (MAPD) customers will be in a 4 Star rated plan or higher nationally– up 11% in just two years.


Highlights of their 2021 Stars Ratings include:

·     A 5 Star plan rating in Florida for the third year in a row.

·     A third year of 4.5 Star performance in Alabama, Tennessee and Texas.

·     We expect to earn 4.5 Stars in North Carolina for the first time. Additionally, South Carolina earned 4 Stars for the first time.

·     We held steady in Arizona, Mississippi and Pennsylvania, which maintained their 4 Star ratings.


For market-specific results, please click here.

Cigna is proud of these results and the positive impact it will have on your customers. It’s more evidence that it’s the Right Time, Right Now to sell Cigna Medicare Advantage.