‘We are not dollar signs’ | Patient speaks out as Norton-Cigna contract fight continues

LOUISVILLE, Ky. (WDRB) — The latest battle between a hospital and an insurance company is putting patients’ care — and their wallets — on the line.

Norton Healthcare said Monday that Cigna pulled the plug on its contract, leaving patients scrambling over how they’ll keep their doctors and pay for treatment.

Shannon Stelzer, a single mom of twins who is battling breast cancer, said Norton doctors have kept her alive.

“Their team has been absolutely amazing,” she said.

Norton told patients in a letter that starting Sept. 8, it will be out-of-network for thousands of Cigna members. Norton blames Cigna.

In a statement Norton wrote, “Cigna Healthcare has terminated its contract with our organization, effective Sept. 8, 2025. The decision to end the contract was made by the insurance carrier, despite our diligent efforts to reach an agreement on fair and adequate reimbursements to provide quality care. Cigna has been a valued partner over the years, and we were disappointed by their decision to terminate our agreement. To help patients who have procedures or urgent clinic visits scheduled after Sept. 7 avoid being out-of-network, we are working with them to move up their appointments. Patients should call Cigna directly at (800) 997-1654 with questions about how these changes may affect their benefits. For questions about medical care, patients may email CignaOONQuestions@nortonhealthcare.org.”

Cigna, however, said in a statement it has “an offer on the table to extend the contract until Nov. 8” and that negotiations are continuing.

This isn’t the first standoff. In 2023, Louisville’s largest healthcare provider and Cigna fought for months over money before reaching an agreement.

“We are not dollar signs, we are people,” Stelzer said.

Stelzer said she qualifies for continuity of care, which allows patients with serious illnesses to keep their doctors at in-network rates if a provider leaves the network. But approval is up to the insurance company.

“You’ve got someone in a business suit who’s dictating what is medically necessary for me,” Stelzer said.

She doesn’t know if she’ll be approved or how long temporary coverage would last.

“Am I going to be in debt for my life when all I’m trying to do is survive and be here for my family?” she said.

Cigna requires applications for continued care within 30 days of a provider leaving the network.

The situation stretches beyond serious illnesses — Stelzer’s children also see a Norton pediatrician.

“Am I going to be able to be alive to even navigate this with them?” she said.

Norton Children’s Hospital is the only pediatric hospital in Louisville.

Patients have options. If they don’t qualify for continuity of care, they can apply for transition of care to pay in-network rates until they can safely switch doctors. But Cigna's website said there is a 30-day window to apply.

Stelzer said she will do whatever it takes to stay with the doctors she trusts.

“They’ve kept me alive to be here for my kids,” she said.

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