Background

Some Cigna-branded plans are network rentals: Cigna answers eligibility, but a separate third-party administrator actually adjudicates the claim. When claim-status is checked against Cigna directly, the answer often comes back "claim not found" — not because anything's wrong, but because Cigna genuinely never processed it. Billers had no way to tell a real gap from this false negative without manually tracking down the right administrator.

What's new:

Substrate now detects when a plan is a Cigna-network rental and routes the claim-status check to the correct downstream administrator automatically, using the member ID to resolve the true destination.

This turns a chunk of "claim not found" results into real, actionable statuses without any manual lookup, and should lift claim-status success rates for members on these plans. Automatically available to users of the Substrate Claim Status Agent.