We’re introducing a new enhancement to the Cigna for Healthcare Professionals portal (CignaforHCP.com) designed to give providers clearer, more timely insights into claim offsets.

The negative balance report (NBR) offers affected providers increased visibility into overpaid claims that have been offset and their related balances, helping support reconciliation, reduce uncertainty, and make it easier to track when and how offsets occur.

How this enhancement helps providers

The NBR brings key information into one place, so you can:

• Easily identify claims that have been offset against future payments
• Track remaining balances tied to overpaid claims
• Reconcile payments with fewer manual steps or follow‑up inquiries

By improving transparency, this feature helps reduce surprises and supports a more predictable payment experience.

How to access the NBR

Registered users of CignaforHCP.com with the claim search entitlement can view their NBR by:

1. Logging in to CignaforHCP.com
2. Navigating to Reports > Negative Balance Report
3. Searching by Taxpayer Identification Number (TIN)
   • If you’re looking for a specific overpaid claim, you can also search by Cigna Healthcare^® claim number.
   • In addition, date range filter allows you users to search for reports from the two previous years.
4. Once a TIN is selected, the report will display results associated with that TIN.

The report is available to view online and be downloaded as a CSV file. Reports will remain accessible on the portal for 30 days.

The NBR includes details to support reconciliation, such as:

• Overpaid claim number
• Patient name
• Patient account number
• Date of service
• TIN
• Billing provider name
• Overpaid amount
• Overpaid balance

In addition, the Overpaid Claim Patient and Payment page displays details for associated funding claim(s), including a direct link to the funding claim’s Patient and Payment Information page.

Training videos and additional information

To help providers and office staff navigate this new functionality, the following resources are available.

Understanding claim offsets

Claim offsetting is an efficient method used to reconcile previously overpaid amounts by deducting them from future claim payments. This approach can help reduce administrative work and create a more seamless experience by eliminating the need for paper refunds or manual payment processing.

Cigna Healthcare^® partners with trusted vendors – including Cotiviti, Johnson & Rountree Premium, Inc., and Machinify (formerly The Rawlings Group) – to help administer this process.

What to expect if a claim is offset

If one of your claims is offset, you can expect a structured, transparent process:

• Advance notification from Cigna Healthcare. You’ll hear from us first before receiving any communication from a vendor.
• Vendor communication and response options. You’ll receive a notice from the vendor about the offset and have the opportunity to respond before any action is taken. You will have several options:
  • Refund the requested overpayment in full. The overpayment will not be offset. 
  • Dispute the overpayment. Contact the vendor using the methods indicated in the notification letter. The vendor will respond to all disputes. If they confirm an overpayment, you will be notified and given additional time to respond.
  • Initiate the offset earlier. If you prefer to start the offset process sooner, you may contact the vendor through the methods outlined in their notification letter.

Our commitment to providers

We are committed to improving transparency, reducing administrative burden, and making your experience as seamless as possible. The NBR is one of several enhancements designed to help providers better understand claim activity and manage their accounts with greater confidence.