Double coverage Insurance issues right before FET.

I’ll try and keep this as easy to understand as possible.

June 2022- I get a new job, set up Kaiser through my employer and my wife starts IVF preparation. My wife gets a new job, and we decide to have her sign up for Cigna just as a backup to my Kaiser coverage since my employer covers half of the IVF costs.

We have been doing everything to do with IVF through Kaiser, and nothing through Cigna. Well, today we got a call today saying that Kaiser is no longer her primary insurance, and that we have to pay everything Kaiser has paid out BACK to Kaiser- and we have to pay for our FET(next Wednesday) out of pocket and also pay for anything else that Kaiser is now not covering- they don’t accept Cigna or Cigna doesn’t use that clinic.

This is about $12,000(or so probably $15,000, what we’ve paid out of pocket times 2), because the clinic KAISER told us to use isn’t covered by Cigna.

We called Kaiser and Cigna, and yes they have Cigna down as primary and Kaiser down as secondary, without notice or anything. Even though we have been doing this entire IVF journey through kaiser and we would have had to stop in the middle of the process and get new doctors and start a 2 year process over.

My MAIN question is… why am I having to pay out of pocket now? If Cigna doesn’t cover something, it drops down to secondary insurance- right? So… why is Kaiser demanding their money back?

We have the savings to pay for everything out of pocket because we’ve gone this far and our implantation is next week. I’ll be damned if I let the insurance companies ruin our lives.

So what do I do? I’m so lost, and it’s so hard to talk to these companies.