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Customer Service: FAQs
Behavioral Health ProfessionalsCounseling & TherapyWhat's CoveredAuthorizationBilling & ClaimsWho to ContactTerms & Definitions


How do I talk to someone who cares?

When you come to us with a problem, we quickly locate a counselor who is right for you. Our database contains detailed information about thousands of independent behavioral health professionals who participate in the Cigna Behavioral Health network. They include professionals who specialize in marital and family problems, substance abuse, child psychology, geriatrics and more. All to make sure you get the kind of care you need. No matter how bad or overwhelming your troubles may seem, the sooner you address them, the sooner they can be resolved. And we're here to help and support you every step of the way.

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What types of behavioral health professionals are included in Cigna Behavioral Health's network?

Ph.D./M.S. These are therapists – psychologists (i.e., LP), family therapists (i.e., LMFT, LMC), social workers (i.e., LCSW, LSW), nurse practitioners (i.e., ARNP, APRN), and clinicians (i.e., LMHC) – who primarily use talk therapy to help you assess the difficulty you are experiencing and identify solutions. All therapists contracted by Cigna Behavioral Health are licensed and offer treatment through independent practices. In addition, therapists' specialties are identified by Cigna Behavioral Health as part of the credentialing process.

M.D./D.O. These are doctors who have a specialty in Psychiatry or Addiction Medicine. In addition to diagnosing problems and treating them through talk therapy, an M.D. or D.O. can prescribe medication for behavioral health problems if necessary. Many psychiatrists also have subspecialties such as: Children and Adolescents; Geriatric; Addiction Medicine, etc. All M.D./D.O.s contracted by Cigna Behavioral Health are licensed and offer treatment through their independent practices.

Clinic. This is a group practice that may have all levels (see above) of providers in the service location. Please note that not all providers in a clinic may be contracted with Cigna Behavioral Health. When choosing a clinic for a referral, please ask to be scheduled with a provider who participates in the Cigna Behavioral Health network to make sure that you maximize your benefits.

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What should I look for in a behavioral health professional?

Convenience is important, but above all you will want someone with whom you feel comfortable and confident. Our intake specialists work to find you the right professional to meet your needs. Before you call the Mental Health/Substance Abuse toll-free number on your insurance ID card for a referral, think about the following:

  • What is the nature of your concern?
  • Do you want to see a male or female behavioral health professional?
  • Do you want to see a professional close to home or to work?
  • Do you have a special language requirement?
  • Do you have any other special needs?

If you don't know the answers to these questions, don't worry. We can help you find a professional who is right for your situation.

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How does Cigna Behavioral Health help promote the quality of the network?

To promote quality of care, Cigna Behavioral Health requires that all professionals in our network meet the strict guidelines we put forth. Practitioners must be licensed for independent practice, have no citations against their license or their liability insurance, and must meet our expectations for provision of quality care. All contracted behavioral health professionals are required to participate in the credentialing process, and are reevaluated every three years.

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How do I make the most of your services?

We have a large network and a sophisticated computer system that can help match you to a behavioral health professional who is conveniently located and specializes in your problem. It's fast and easy.

Be sure you understand the difference between in-network and out-of-network coverage. Seeing a professional who participates in Cigna Behavioral Health's network means you'll pay less and have no paperwork. Plus, the professional is licensed, experienced, and meets Cigna Behavioral Health's quality guidelines.

For routine outpatient office visits with a Cigna Behavioral provider, pre-approval is not required. You may schedule directly with a provider. If you need assistance finding a provider, you can use our online Provider Directory. You may also call the number on the back of your card to speak to a representative for assistance. All in-patient care needs to be pre-authorized in order to receive maximum coverage.

If you don't understand what is and isn't covered by your plan, call us. We'll help explain your coverage, deductibles and copays and tell you how to access the kind of care you need. Just call Cigna Customer Support Services at the number on the back of your ID card.

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Can I go to a behavioral health professional who is not part of your network?

You may have a benefit plan that includes out-of-network benefits, which means your visits to an out-of-network professional could be partially covered. To find out, call the Mental Health/Substance Abuse toll-free number on your insurance ID card.

If your policy does not include out-of-network benefits, you have two options:

  1. Go to the out-of-network professional and pay 100% of the costs yourself.
  2. Choose a new therapist/psychiatrist who is covered by your benefit plan. Cigna Behavioral Health will be happy to provide you with a referral.

If you are already in treatment with a behavioral health professional when your Cigna Behavioral Health benefits become effective, you may be eligible for transition benefits coverage. To find out more, read about transitional benefits/plans.

NOTE: Many pharmacy benefit plans will not pay pharmacy benefits for prescriptions written by an out-of-network psychiatrist, in which case you would be responsible for the full cost of the medication.

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What if things aren't working out with the behavioral health professional I'm seeing?

If you need to change behavioral health professionals because the original professional is no longer available or you are not making the progress you expect, you can call the Mental Health/Substance toll-free number on your insurance ID card. Tell us what isn't working with your behavioral health professional. We will be happy to help you locate another.

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