CIGNA Tel-Drug Working to Improve Service Issues

After upgrading its prescription order fulfillment and imaging systems, CIGNA Tel-Drug has experienced some temporary service issues on which they are currently working to correct.  As a result of the changeover, some members may be experiencing longer hold times when calling to speak with a CIGNA Tel-Drug customer service representative or an increase in prescription order processing time (extended to 14-20 days for new prescriptions).  But while CIGNA does not anticipate these issues to last very long, they have already taken several actions to remedy the situation.

These actions include:

• Prioritizing time-sensitive (specialty) prescriptions to help ensure on-time delivery
  
• Extending customer service hours to 7:00 AM - 11:00 PM EST Monday-Friday and Saturday 7:00 AM – 7:00 PM EST
  
• Adding supplementary resources to further reduce order inventory
  
• Implementing a telephonic notification process to confirm receipt of the prescription order, advise that the order is being processed (if the order is in house more than five days), and inform the member that the order has been shipped
  

Because some orders may have been cancelled with the changeover as a result of not receiving a prescription from the member’s doctor, CIGNA is also contacting members directly whose orders have been affected in this manner.  This notification will be done via an automated voice mail to the member’s home followed by a letter.

Please note that these changes have not affected refill order turnaround times.  Refills can still be placed through the CIGNA automated phone system or online at myCIGNA.com, and they are being processed within the standard one-two day timeframe.

CIGNA anticipates service improvements over the next couple of weeks with call volumes and processing times for new prescriptions returning to normal levels by early May at the latest.  Should you have any questions or concerns about possible service issues, call our office at 919-403-1986.

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April 30, 2007

Hill, Chesson & Woody
Employee Benefit Services

194 Finley Golf Course Road, Suite 200,
Chapel Hill, NC 27517
Phone: 919.403.1986
Fax: 919.913.0237

www.hcwbenefits.com