| Learn how our onboarding program supports our new customers. |
| At Cigna HealthcareSM, we understand that nurturing strong relationships with your existing customers is not only vital for your business growth, but it is often easier than acquiring new clients. That’s why we’ve developed a comprehensive new customer onboarding program designed to support our customers and your retention goals. As you can see from the below activities, we are taking several steps to ensure our customers feel valued and well taken care of as they transition to one of our Medicare Advantage (MA) plans. |
| New customer onboarding program Welcome calls Cigna Healthcare calls new customers to review benefits and ensure they have the information they need as their effective date approaches. Our New MA Customer Assistance Line is available at 800.863.9841, Monday through Friday from 8 a.m. to 8 p.m. local time. New Prescription Drug Plan (PDP) customers can call 800.222.6700. Welcome text Customers receive a text that welcomes them to Cigna Healthcare and provides an overview of what to expect next, as well as the phone number to the new customer assistance line. ID cards A new version of the ID cards will be available in 2025. ID cards arrive 10-14 days after enrollment is accepted and can be accessed earlier on myCigna.com. Welcome emails Customers with valid email addresses on file will receive three emails that welcome them to Cigna Healthcare, highlight resources, and tell them how to start using their benefits. Welcome video Customers will receive a welcome video which highlights their new and improved benefits. Welcome kit Cigna Healthcare ships welcome kits two weeks after the customer’s effective date, which include a customer handbook, an over-the-counter (OTC) benefit catalog, a plan-specific benefit guide, a dental guide, and more. Targeted communications Additional calls and mailings are sent to customers throughout the year as needed to promote engagement, wellness, and utilization of plan benefits. |
Questions? Reach out to your Total Benefit Solutions Inc. specialists at (215)355-2121 with any questions regarding this new customer onboarding program. |