Gold Service: Enhancing Employer Support

Welcome to Gold Service. Our Gold Service Team is a designated team of individuals you can contact by phone, email or click to chat on the Cigna for Employers portal. Team members are equipped to research and resolve your service inquiries, including specific account details, how to access experts throughout Cigna Healthcare for additional assistance and more. Your Gold Service Team provides • acknowledgement within 24 hours to assure you that a team member has received your request; • issue resolution within an average of two to four business days;** and • a client report card with a detailed overview of your service requests. Why Gold Service? As your single point of service, the Gold Service Team is available to assist with all your service inquiries, including questions about the following: • Claims and explanations of benefits • Payment policies • Eligibility • A prescription or pharmacy • Networks/contracted health care providers • Prior authorization and utilization management As a small to mid sized employer,* you have a lot to manage, including your health plan. That’s why Cigna Healthcare ® offers a single point of service, designed specifically for employers like you, to address and resolve your service questions efficiently and effectively. How does your Gold Service Team resolve issues? Your Gold Service Team can assist with inquiries that cannot be addressed via customer service or self- service tools. We encourage your employees to use these resources first. Please include the following information with your inquiry: • Client details, including group name and account number • Customer details , including name, date of birth, date of service, alternate customer ID/Social Security number • Overview of the issue with desired outcome • Any pertinent steps previously taken • Documentation , if applicable Resolution of inquiries will vary depending on the inquiry type and urgency. You will receive updates throughout the process. Gold Service Team contact information Phone: 800.753.9150 Email: GPService@CignaHealthcare.com Please include the group name and account number in the subject line of your email. Click to chat: Cigna for Employers * In most states, Cigna Healthcare offers group insurance coverage to employers with 51 or more full-time employees as well as administrative services for self-funded plans with as few as 25 full-time employees. For more information about your state, contact your Cigna Healthcare representative. ** Actual resolution times will vary depending on the complexity of the request. Cigna Healthcare products and services are provided exclusively by or through operating subsidiaries of The Cigna Group. 8 50453 g 0 4 /26 © 202 6 Cigna Healthcare Gold Service Providing a rewarding experience for employers