Cigna is ISO 9001:2015 certified as ‘international settler of claims regarding employee benefits’ and for ‘management of eligibility data and billing’. This certification guarantees that our quality management system is set to the highest standards via approved and documented processes.
We were the first company in our industry to obtain such a certification in 1998. Being an ISO certified company entails measuring and monitoring our claims process and output according to stringent quality criteria, and then defining and implementing process improvements as needed.
We closely monitor the following key performance indicators:
- turnaround time for medical claims handling;
- procedural accuracy;
- financial accuracy;
- number of correct payments;
- customer satisfaction;
- accessibility by phone.