No Clear Definitions
As part of the in-network criteria a physical therapy provider must be a participating member of Ortho Net. Cigna continues to list physical therapy centers which do not participate with Ortho Net. You are then out-of-network and left holding the bag. I have inquired with customer service 5 time over the last 8 months to see if a therapy center is in or out-of-network. I got 4 different answers. Finally, I got a supervisor who was going to take up the issue and resolve the discrepancy in-house because he was all about making a difference and fixing problems. Bottom line, he left no notes on the account and the problem remains intact. Cigna contract with providers who they claim are in-network but then by their own definition are out-of-network.