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How to file a claim or complaint with the Ombudsman?

The Ombudsman attends and resolves the claims and complaints submitted by its clients derived from the insurance contracts, which are subject to its decision.

The Ombudsman acts independently from CIGNA, as it is not part of its organization, and in full autonomy with regards to the criteria and guidelines applied while exercising its role, being its decisions binding for Cigna.

Whenever you need to file a claim or complaint with the Ombudsman, you can read Cigna’s Customer Protection Rules (*), which determines and regulates the activity of the same, as well as the procedures for the presentation and processing of claims and complaints.

Who can file a claim or complaint?

Claims and complaints can be submitted by policyholder, clients, beneficiaries, affected third parties or successors of any of the foregoing in relation to the insurance issued by Cigna and the mediation activity of its insurance agents or the insurance banking operators.

¿How to file a claim or complaint?

The filing of the claim or complaint can be done:

  1. Completing  the Complaint and Complaint Form provided below, which you can send by email to  servicio.incidencias@cigna.com or by post:

SERVICIO DE INCIDENCIAS DE CIGNA  
c/ Parque Empresarial La Finca  
Paseo del Club Deportivo, 1  
Edificio 14 - Planta Baja  
28223 Pozuelo de Alarcón (Madrid)

Download Claim Form

 2.   By means of another document that meets the following requirements: 

  • Claimant’s personal details. If the claim or complaint is submitted through an agent, proof of the agent’s representation powers must be submitted using any means admitted by Law;
  • Causes for the claim or complaint. Copies of supporting documents, if any, may be provided;
  • Details of the office, department, or associate having given rise to the claim or complaint;
  • Form of relief sought by the consumer;
  • Statement by the consumer that, to the best of his or her knowledge, the claim or complaint is not under administrative, arbitration or court proceeding;
  • Place, date, and signature.

               which you can send by email to servicio.incidencias@cigna.com or by post to:

SERVICIO DE INCIDENCIAS DE CIGNA  
c/ Parque Empresarial La Finca  
Paseo del Club Deportivo, 1  
Edificio 14 - Planta Baja  
28223 Pozuelo de Alarcón (Madrid)

Or alternatively, send it directly to the Ombudsman by email to  info@da-defensor.org or by post to the following address:

DA DEFENSOR  
C/ Velázquez, 80, 1º Dcha  
28001 MADRID

 

How does Cigna solve you Incidence?

The client will receive a response from the Incidents Service, also in writing, in accordance with the terms established in Cigna’s Customer Protection Rules.

In case of disagreement with the decision issued or after the expiration of one month without the Incidents Service having issued its decision, the client may submit his complaint or claim to the Claims Service of the General Directorate of Insurance and Pension Funds “Servicio de Reclamaciones de la Dirección General de Seguros y Fondos de Pensiones” (Paseo de la Castellana, 44, 28046-Madrid) directly through the following link:

*Cigna’s Customer Protection Rules: