When should I expect to see results?

During your first session or two you should discuss goals with your therapist so he/she will have a better understanding of what you would like to get accomplished. Together, you and your therapist will develop a treatment plan to help you accomplish the goals you've discussed.

What if I need more than the maximum number of visits included in my benefit plan?

Often, people find relief from their difficulties within five to eight sessions. Most behavioral health benefit plans cover more than eight sessions per year. Our contracted behavioral health professionals will work with you to develop a comprehensive, efficient and effective treatment plan.

If you have exceeded the maximum number of visits covered under your benefit plan in a calendar year or in a lifetime (which very rarely happens), your professional may be able to work with you to assist you in finding helpful resources in the community or to develop a payment plan so that you can continue to work with him/her.

What if I'm not improving?

First, talk with your behavioral health professional about your concerns. CIGNA Behavioral Health care managers work closely with your behavioral health professional to promote the most effective and efficient use of your plan benefits. In order to maximize the benefits available to you, we ask the behavioral health professional to discuss your progress with us as the course of treatment continues. If your symptoms are not improving, CIGNA Behavioral Health and your professional will discuss the situation and determine if additional resources are needed.

If you feel your current course of treatment is not adequate, we want to know. Please contact us at the toll-free number listed on your insurance ID card.

How will I know when I no longer need therapy?

You and your behavioral health professional together will develop a treatment plan based on what you feel you need to accomplish in therapy. A part of the treatment plan will be to determine when you have met all of your goals. Once you have met your treatment goals, therapy is no longer considered necessary.

How confidential is therapy?

The things you discuss with your therapist, and even the fact that you are in therapy, are completely confidential unless one of the following situations occurs: 1) If a client in counseling reveals homicidal or suicidal intentions, the counselor is bound by law to take steps to protect life. 2) If a client reveals abuse of a child or vulnerable adult (elderly or disabled), the therapist is required to report it to the local Department of Social Services. 3) Finally, a court can order the release of a therapist’s records or order a therapist to testify in court.

I've never talked with a therapist. What do I say at my first session?

Just start by describing the reason you are there and what you’d like to get out of coming. Your therapist will ask questions as needed to help you get started and to get the relevant information.

How do I describe my problem to a therapist? It's uncomfortable and I'm embarrassed.

You can start with whatever is on your mind, and eventually you’ll cover the important points. Therapists understand your discomfort and embarrassment, and know how to help put you at ease. Most people get over their discomfort once they have been talking for a few minutes.

What should I expect from outpatient therapy? Results in five sessions? An immediate “cure?”

Of course, the speed with which you will see results varies with a lot of factors, including the nature of your problem, how much and how fast you are willing to make changes in your life, and so forth. Most people can expect significant positive results within five sessions, and sometimes sooner. Getting at the tougher issues may take a little longer.

My family-member is resistant to treatment. How do I break through? How do I get my loved one to consider treatment?

If your loved one doesn’t want to go to treatment, go ahead and go by yourself. This shows them that you are serious about changing the situation. The therapist will talk to you about what you can do on your own, and oftentimes changes in one member of a family lead to changes in others. And many times those others become more willing to go and “have their say” once they see that you are following through.

Where can I go to understand what level of benefits coverage I have for mental health for me and my family?

It is important to know exactly what your behavioral benefits are since they may be different than your medical benefits. In order to learn more about your specific behavioral health benefits, you can contact CIGNA Behavioral Health by calling the number listed on your insurance identification card. Our staff will help you to identify what is covered under your benefit plan and help you to access the appropriate referrals.

How do I appeal a denial of payment?

Although filing an appeal is rarely necessary due to our close working relationship with contracted behavioral health professionals, CIGNA Behavioral Health has a comprehensive appeal process.

You can start this process by contacting us at the toll-free number on your ID card. The process and number of appeals available does vary from plan to plan.

You should follow the appeal process outlined in your benefit plan summary.

Who is the president of CIGNA Behavioral Health?

Keith Dixon, Ph.D., is the President of CIGNA Behavioral Health. He is a passionate advocate for behavioral health care who is committed to reducing the barriers to care and to helping people get the help they need.

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