Cigna | Important updates

June 3, 2024

Updated compliance requirements and other reminders below.


Revised Scope of Appointment (SOA) paper form

We’ve revised our SOA paper form. This revised form includes an area where you can document exceptions to the 48-hour waiting period. Log in to Producers’ University to download/view the form.

Please begin to use the revised form as soon as possible, but no later than July 1, 2024. The use of older versions of the Cigna Healthcare SOA paper form should be discontinued immediately.

Background: The Centers for Medicare & Medicaid Services (CMS) requires agents to document the scope of a personal marketing appointment at least 48 hours before the appointment to ensure an understanding of what will be discussed between the agent and the Medicare beneficiary or their authorized representative.

The 48-hour waiting period is waived for:

(1) SOAs completed during the last four days of a valid election period and

(2) unscheduled in-person visits (walk-ins) initiated by the beneficiary.

The SOA form must be completed in its entirety and retained for 10 years. It must also be provided to Cigna Healthcare upon request.

Prescription Drug Plan (PDP) application tips

In order to ensure your PDP customer applications are processed correctly and in a timely fashion, please ensure you are following the tips below.

  • Remember to sign and date your applications at the bottom. Broker sign dates are required for PDP applications. Applications with missing dates cannot be processed correctly and will result in delays. 
  • Please do not fax your PDP applications to our Medicare Advantage fax number. The correct PDP fax number is 1.800.735.1469.  
  • We encourage you to contact the automated phone number, 1.800.222.6700, 24-48 hours after fax submission to confirm receipt of the faxed application.
  • All customer applications must be submitted through the broker portal (CignaforBrokers.com), not the consumer portal. You will not receive commissions if you submit an application via the consumer portal.
  •  If you are having issues completing online enrollments for your customers in the broker portal, please contact our Cigna Agent Resource Line (CARL) at 866.442.7516. 

Common PDP application mistakes

In addition to following the tips listed above, please avoid the common errors found on PDP applications below.

  • Complete all required data fields on the application unless marked as optional.
  • When submitting an application using a SEP, please ensure that the proper election type is being utilized. Pay close attention to SEPs that require an end date. These dates and election types need to be accurate, or it could cause a delay in processing and/or could possibly cause the enrollment application to be denied.
  • Ensure that the plan, effective dates, and Member Beneficiary Identifier (MBI) are listed correctly on the application.

Sign up for direct deposit

If you haven’t already, we encourage you to sign up for Electronic Funds Transfer (EFT) payments, or direct deposit, as soon as possible. Signing up is easy! Just follow the steps below:

After signing up, please allow up to 30 days for EFT to become effective. Once it’s effective, you’ll be glad you enrolled!

For more information, contact a Pinnacle Financial Services representative today 1 (800) 772-6881 x7731 | sales@pfsinsurance.com

Contact a Pinnacle Representative if you have any questions.

1 (800) 772-6881 support@pfsinsurance.com


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