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Translation Requirements

  • Translation (written word) of Vital Documents CIGNA will perform all translations. Translation is not delegated to medical groups or other health care professionals. Specific documents generated by a medical group delegated for utilization management and claims that must be translated upon a CIGNA participant’s request include:

    • Notices pertaining to the denial, reduction, modification, or termination of services, benefits and the right to file a grievance or appeal.

    • An EOB or similar claim processing document that is sent to the enrollee if the document requires a response from the enrollee.

If an enrollee requires help, the LAP Translation Notice instructs them to call CIGNA at 800-244-6224.

Translations must be sent within 21 days of a participants request. CIGNA will contact the medical group for a copy of the letter to be translated.

English letters to be translated can be sent to CIGNA’s Cultural and Linguistic Unit translation e-mail address: Culturalandlinguisticsunit@cigna.com or by fax to: 866-931-3068 . Follow standard operating procedures to protect PHI using encryption.

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