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.

Horribly Frustrating App

This app is hands down THE most frustrating one I have ever had to use. In addition to everything others have mentioned, it is incredibly slow and buggy- I have just spent over an hour trying to submit just 3 new claims. One went through, the other two I have had to fully resubmit 4 and 6 times, to no avail. Every time I get all the way through to the very last page (after waiting for full MINUTES for the app to load every time I click a button), it comes up with an error that I can't even read because it isn't formatted for mobile viewing on the MOBILE APP. And my claim is lost for the 6th time.

It is already annoying enough to have to submit my own medical claims and explain the diagnosis, but to spend more than an hour on 3 claims is a ridiculous waste of customers' time. Cigna needs to work on the development of this app and their website (which isn't any better) if they care at all about customer experience, which it seems they don't. And no, after spending hours trying to submit claims on a faulty app, I am not going to email a representative just to spend more time on something that shouldn't be my problem to begin with. Do better.

Developer Response ,

Hello, your time is important, and we are here to help troubleshoot the issues you experience when attempting to submit your claims through our mobile app. Please write us at letushelp@cignahealthcare.com with your iTunes alias for assistance from a care advocate. -Unity

If I could give this app 0 stars, I would.

This app has always been frustrating to use (eg, need a two-factor ID that can only be sent to my spouse’s email, long lag times, poor UI - it’s never obvious where to find what you’re looking for, etc). I’ve had to use this app for the last 3.5 years and if I can log in and submit a claim without experiencing some problem, it’s a miracle. They’ve had the same message about how they’re still working on some things for years. Right. For 3.5 years, I have hated using this app.

But now the app is not loading at all. I’ve tried to load it on multiple days, in multiple locations. And not only does it not load, it now places the blame on the user by saying it’s not loading because I have a slow connection. No. That’s not it. Your app is terrible. It’s so bad that it’s actually preventing me from submitting claims for reimbursement. But maybe that’s the business model Cigna Envoy is now employing.

Developer Response ,

Hello, thank you for taking the time to share your experience and feedback. We'd like an opportunity to connect and troubleshoot the concerns you've mentioned with the mobile app to see how we can help. Please write to us at LetUsHelpU@cignahealthcare.com with your iTunes alias to be connected with a care advocate who can assist. With care, Jasmyn