Updated February 25, 2025

Effective the second quarter of 2024, Cigna Healthcare began leveraging the power of technology and data for digital claim and precertification correspondence in the Messaging Center on the Cigna for Health Care Professionals website (CignaforHCP.com).

Highlights

• Effective June 20, 2024, all registered users of CignaforHCP.com who had the claim entitlement received access to digital claim correspondence.*
• Effective July 18, 2024, all registered users of CignaforHCP.com who had the precertification entitlement received access to digital precertification correspondence.*
• Note: As a reminder, website access managers can choose how correspondence is delivered to the organization  via “Settings and Preferences” on CignaforHCP.com.
• Provider TINs not registered for the website continue to receive claim and precertification correspondence via paper letters.

* In certain cases, providers may continue to receive paper letters.

Questions and answers

• When did Cigna Healthcare execute its transition to digital correspondence?
  • Effective June 20, 2024, we transitioned all registered users with the claim entitlement to digital correspondence.
  • Effective July 18, 2024, we transitioned all registered users with the precertification entitlement to digital correspondence.
• Are there times when users will still receive claim and precertification-related correspondence paper mailings?
  • Yes. Currently, digital correspondence only applies to certain PPO plans. In addition, appeals, denials,  clinical claim review (CCR), and Evicore letters do not apply to digital correspondence.
• Can providers still get paper letters for claim and/or precertification-related correspondence?
  • Yes. Claims and precertification correspondence delivery default to “paper and online”. Unless the Website Access Manager changes the delivery preference to Online delivery only, providers will stop receiving paper.
• If providers submit a fax precertification request, how will they receive their response?
  • If providers submit a fax precertification request to Cigna Healthcare, the return response will be via fax. In addition, responses may appear as digital correspondence in the Messaging Center.
• How will users know when digital correspondence is available?
  • Users can select their preferences to receive notifications via email and/or the Messaging Center on CignaforHCP.com when correspondence is available. Note: Individuals who are not registered for CignaforHCP.com will continue to receive paper letters.
• Who has access to digital correspondence?
  • Users with the “Precertification – View and Submit” or “Claim Search” entitlement roles have access to the respective correspondence. Website access managers can assign these entitlements to users in their practice based on their roles.
• How do users know what entitlements they have?
  • Users can view your entitlements/access rights by navigating to Settings and Preferences > Online Access > View Access, then select their TIN. A list of access rights for the TIN will display.
• Can users set up their own notification preferences?
  • Yes.  Users can set up their own notification preferences  via Settings & Preferences>Message Center Notifications , they can select the category and type of messages they would like to see in the Message Center and choose to receive email notifications when messages are available.
    • Only website access managers can turn paper delivery on or off, via Settings and Preference>Correspondence Delivery. See screenshot below.

• How is digital correspondence organized?
  • Most correspondence related to claims and precertification is delivered to the Messaging Center Inbox, based on a user’s Settings and Preferences. Correspondence has both a Category and Type. Users can flag messages, which will appear in the Flagged tab. They can also archive messages, which will appear in the Archive tab. Deleting a message will permanently delete it from the Messaging Center.
  • Correspondence specific to a claim or precertification can also be found on the Claim Details or Precertification Details screen on the New Correspondence History tab. It will always be viewable in this location, even if a website access manager deletes it from their Messaging Center.
• How long will digital correspondence be available?
  • Digital correspondence will be available online for a rolling two-year period. Users can save any letter to their computer and print it.
  • Note: Paper letters sent prior to the launch of digital correspondence will not be available in a digital format.
• Can users choose to receive notifications and/or email alerts for claim and precertification messages?
  • Yes. Users can choose which messages they want to see in the Messaging Center and if they want to receive email notifications/alerts.
  • Note: Elections will only apply to the specific user making them. A different user with access to the same TINs may have different email notification preferences.
• Can users choose how often they want to receive digital notifications?
  • Yes. Users can choose if they want to receive email notifications and at what frequency they set (e.g., daily, weekly, or off). Note: Preferences are unique to the user, not the TIN. Users can also set different preferences for different TINs.
• What types of email notifications will be available?
  • Users will receive up to four different email notifications. Subject lines include:
    • Cigna Healthcare claim correspondence now available
    • Action required: Cigna Healthcare claim(s)
    • Cigna Healthcare precertification correspondence now available
    • Action required: Supporting documentation for Cigna Healthcare precertification(s)
• If a new TIN registers with an established website access manager, will they have the option to receive paper letters?
  • When a new TIN registers and a website access manager is established, the correspondence delivery settings default to : “paper and online delivery”.
• Can users opt out of digital correspondence?
  • No. Digital correspondence will always be available. However, website access managers can select between the following options: Paper and online delivery or Online Delivery, regardless of the choice, digital correspondence is always accessible.

Additional information

If you have any questions, please call Cigna Healthcare Provider Service at 800.88Cigna (882.4462).