Dependent Care FSA Issue with Cigna

Updated on December 13, 2012
C.K. asks from Pittsburgh, PA
4 answers

I am having issues with Cigna reimbursing me for dependent care expenses and now my daughter's enrollment is at stake. I have contacted my HR department, called customer service and spoken with three managers, sent two emails to the CEO and president, and a week later am no closer to resolution.

I am looking for any guidence/suggestions on what to do next. Who are the governing bodies or consumer advocate agencies who might be able to assist me? Has anyone else had this issue with Cigna? Anyone have a contact at Cigna I could reach out to? Any and all suggestions welcomed!

Additional info: They haven't said. The claims have been approved, but they haven't been direct deposited into my account. One is from Nov. 26th and one is from Dec. 1. They have "escalated" the issue three times in the past week. I was told I would get a response within 72 hours, but have exceeded that. They tell me the ticket is still open and they are working on it, but there has not been any explanation of why it didn't get transmitted to my bank.

What can I do next?

  • Add yourAnswer own comment
  • Ask your own question Add Question
  • Join the Mamapedia community Mamapedia
  • as inappropriate
  • this with your friends

More Answers



answers from New York on

I work in this field as a consultant to employers. Assuming you've sent in your receipts before and you know what you're doing, Cigna' hasn't reimbursed you becuase your employer probably hasn't funded the account yet. CIgna won't tell you that because they are contracted by your employer and they don't want to piss them off. I see this situation frequently.
How it works is that the money comes out of your pay and your payroll or HR dept runs a report that shows how much money they have to deposit into the account. The company that administers your FSA, in this case Cigna, also send a report to your employer of the dollar amount of claims that have to be funded. This is a busy time of year becuase a lot of people hold their claims and submit them all at the end of the year so they can get a nice big check. I'm guessing that Cigna's report of the money needed to pay the FSA claims is probably higher than it's been the rest of the year.
I suggest you go to the director of HR - be very frank - tell him your day care provider is threatening to withdraw your daughter unless they get paid, and since you're having the money come out of your pay you can't afford to also pay the daycare people and you really need your FSA reimbursement. Tell him that a friend told you abaout how this work with the account funding information and see what his response is. Ask if the HR director or finance VP at your company would be willing to call your daycare provider and explain?
Good luck mama. Its a tough financial situation these days and it's not going to get better any time soon with the fiscal cliff looming...

2 moms found this helpful


answers from St. Louis on

What did your HR department say? What did Cigna say? It would be helpful to know why they are declining payment because without that information I doubt any of us can direct you to a resource.

1 mom found this helpful


answers from New York on

NYmetromom is most probably correct. I work in insurance and we had a company that didn't pay their health insurance premium. Of course we suspended payment of their employee claims which caused a ton of phone calls from employees wondering what the problem was. We were not allowed to say that the company didn't pay for the insurance and instead had to indicate there was some sort of system issue.

1 mom found this helpful


answers from Miami on

Are you 100% sure the expenses are covered? They made lots of changes to the things that can be handled through FSAs this past year and some of them even require an Rx now.

For Updates and Special Promotions
Follow Us

Related Questions