Cigna's commitment to protect your AOR status

Cigna's commitment to protect your AOR status

As an agent representing Cigna, they recognize the significant amount of time and work it takes to build your business. Your hard work deserves to be protected. That's why in advance of AEP, they want to let you know that they are committed to protecting your Agent of Record status as well as the commissions you’ve earned for the customers you’ve enrolled.

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At Cigna:

• They understand that sometimes existing customers need to change plans.
• They would prefer that they remain with Cigna. 
• They wish to reduce the work associated with plan changes and free your time to focus on servicing and growing your book of business. 
•  They want you to trust that they will protect your interests and that they value you and your current relationship with the customers you’ve enrolled.

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How will they do this?

Cigna has established a Dedicated Plan Change unit that exists solely to help existing customers transition from one plan to another. This unit is staffed by licensed service representatives, not Sales Agents.

• When an existing customer makes a plan change by calling the Dedicated Plan Change line directly, your AOR status will remain unchanged.
• When an existing customer calls customer service inquiring about a plan change, the customer service representative will transfer the customer to the Dedicated Plan Change line, and your AOR status will remain unchanged. 
• When an existing customer initiates a plan change through one of Cigna's internal field sales or telesales agents their team member will either refer the customer to the Dedicated Plan Change line or complete the plan change themselves. In either case, your AOR status will remain unchanged.

The plan change process

As an agent, you still have the option to fill out a new application to submit for current customers. However, Cigna wants you to know that you can feel confident in referring your current Cigna customers interested in changing to a different Cigna plan to the Plan Change Queue.

Your current Cigna customers can call 1-855-649-5105 to connect to the dedicated Plan Change Queue.

The Agent of Record policy applies to active, licensed, appointed and 2023 certified agents at the time of the customer’s plan change.

The Agency of Record policy does not apply when:

• The original agent is no longer eligible or terminated.
• Another active, licensed, appointed and 2023 certified, external agent (not employed by Cigna) facilitates the plan change.
• The plan change is facilitated through an external Cigna appointed call center agent/agency.

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