Thread regarding Cigna layoffs

@rm while this story true and does happen, claims has been outsourced for a long time. Around 80% is offshore. The majority of work is handled correctly and the partners
Do a pretty good job.

HIH that handles APEX is straight trash.They tell us we are wrong yet cannot give solutions because its not on their approved script.

Similar related topic - when I worked in claim many years ago, there was a major client whose support had been offshored for whatever reason. Long story short, said client threatened to pull out because offshore was creating more chaos, rework, and frustration in claims.

They demanded (and rightly so) to have every person handling their account be onshore due to the dumpster fire created by offshore.

Myself and one other individual on my claim team were identified and allowed to touch their account for the claims portion of work.

We handled both commercial business and Medicare for this client along with a small group of appeals processors and adjusters that were carved out for the work.

We all worked directly with the CSP and CSE and finally got things back on track.

I learned many insider things from the CSE because I worked with them on the daily - every claim had to be seen and signed off on by CSE until they trusted the work was accurate.

In those daily conversations the CSE informed my teammate and myself that Cigna offshored the work years prior - client complained - Cigna brought it back onshore - they were in a good position and Cigna stupidly offshored them again - client threatened at that point they were leaving - they brought the work onshore again (which is where I and others came in to play) and it became a PG account.

You'd think Cigna would learn its lesson the first time around.

I've been out of claim for years but never forgot that whole ordeal - and I know for a fact this happened with more than one client.

I wish they would understand offshoring isn't the answer. I don't know that even care.

@bd maybe not right away since Cigna is always behind, but it will happen. Tge great India experiment is coming to an end

I doubt it