I've worked in customers service for a long time, and believe me when I say, this company has no future. Don't get me wrong, the pay was ok, but everything else was a mess. Or it was while I was there, but I doubt anything changed. Terrible work conditions, and no help from middle management at all (either not interested or their hands tied).
Cigna treats their customers the way they treat their employees, with no respect at all. In both cases, you are just a number to them, they are not interested in improving anything. And in the end, that's what gonna come back and bite them.