Frequently Asked Questions

  1. Why I am getting a bill from Cigna Medical Group for my lab services?
  2. How can I request an itemized bill?
  3. How can I update my billing address?
  4. How can I update my insurance information?
  5. Can I make monthly payments on my medical bill?
  6. Who can I talk to regarding questions or concerns with my bill?
  7. How may I pay my bill?
  8. Who should I contact if there is a change in my insurance or contact information?
  9. How will I know if my insurance company has paid my bill?
  10. Why didn’t my insurance pay for some services?
  11. What if I disagree with how much my insurance paid on my bill?
  12. Can I pay my bill with a credit card?
  13. What information will I need to pay my bill online?
1. Why I am getting a bill from Cigna Medical Group for my lab services?
Lab services for most Cigna Medical Group patients are provided under arrangement between Sonora Quest Laboratories and CIGNA HealthCare of Arizona Inc. through its operating division, Health Diagnostic Laboratory (HDL). Whether you receive lab testing services at a Cigna Medical Group, or Sonora Quest location, you may receive an explanation of benefits from your plan for lab services showing the applicable plan payment and your deductible or co-insurance obligation, if any. If you have questions regarding your plan benefits, contact Member Services at the number on the back of your ID card.
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2. How can I request an itemized bill?
If requesting an itemized bill via phone, please be prepared to provide the following information: patient name, patient date of birth, patient account number and facility name where service was provided.
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3. How can I update my billing address?
Please utilize the form on the back of your statement and mail to us in the envelope provided or call (800) 801-7257.
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4. How can I update my insurance information?
Please utilize the form on the back of your statement and mail to us in the envelope provided or call (800) 801-7257.
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5. Can I make monthly payments on my medical bill?
Yes, if you are unable to pay in full, we encourage you to contact one of our Patient Financial Service Representatives to make payment arrangements at (602) 328-8400 or (800) 801-7257 from 9:00 a.m. to 4:00 p.m. Monday - Friday.
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6. Who can I talk to regarding questions or concerns with my bill?
Our Patient Financial Service representatives will be happy to speak to you regarding any questions or concerns with your bill.
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7. How may I pay my bill?
Payments can be made online via our website, by calling our Patient Financial Services department, or by US mail.
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8. Who should I contact if there is a change in my insurance or contact information?
You can contact Patient Financial Services with any updates or fill out the back of your statement and mail in to us.
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9. How will I know if my insurance company has paid my bill?
After you visit your doctor you’ll get an explanation of benefits outlining the services you received, how much those services cost, and how much your plan paid. If you are unsure if your insurance company submitted a claim on your behalf, you can contact Member Services at the number on the back of your insurance card.
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10. Why didn’t my insurance pay for some services?
Insurance policies vary on what services are covered under your plan. Consult with your employer and/or health insurance company directly to know and understand your specific coverage.
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11. What if I disagree with how much my insurance paid on my bill?
Contact your insurance company directly. Be sure to note the representative you have spoken to. If an error has been made, request the insurance company provide you a timeframe of when the correct payment will be received. If your insurance indicated the bill was paid correctly, request information on how to appeal the decision. An appeal will allow the payment to be reconsidered, however this is not a guarantee payment will be made.
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12. Can I pay my bill with a credit card?
Yes, for your convenience we accept Visa, MasterCard, Discover, American Express and debit cards. You can also use your CIGNA Choice Fund plan (health savings account) to settle your account.
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13. What information will I need to pay my bill online?
When paying your bill online you will need to know the subscriber’s date of birth and account number. The "subscriber" is the person who is enrolled in your health plan that received medical care. To find out which subscriber your bill is for, simply refer to the Account Summary section of your statement where you will find the subscribers name and account number.
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