Cigna launches 6 new digital tools to improve customer experience
Health insurance is not always the most intuitive navigation. That's what Cigna Healthcare hopes to change by launching six new digital tools for its members.
Cigna Healthcare, a health benefits provider for Cigna Group, launched the tools last week. They include:
- AI-powered virtual assistant: This tool can answer questions about benefits coverage, claims, and care choices. It can also connect members to customer service advocates if additional help is needed.
- Personalized provider matching: Customers can receive a list of providers within the network based on their needs and preferences (such as language, geographic location, and virtual or in-person care).
- Real-time cost tracking: Members can track their costs by receiving a breakdown of deductibles, out-of-pocket fees, and bill payments.
- Smart Claim Submission: Customers can upload bills they receive from their providers. The tool reads bills, automatically fills in claim details and provides digital updates.
- Program Choice Support: This is designed to help those who make better decisions through their employers during public registration. It can help them compare prices, search providers and estimate their possible medical expenses.
- Early access to Mycigna: New Cigna Healthcare customers and people with the benefits of the update can log into the Mycigna membership portal before planning to start preparing for their care and adding their digital ID card to their Apple or Google Wallets or Provider Portals.
Chris DeRosa, executive vice president of business improvement and innovation at Cigna, said Cigna has introduced these tools to make the customer experience as seamless as possible. Currently, according to Cigna's research, only one in five consumers are confident in their ability to understand and use their healthcare services.
“The purpose is to continue to make the client’s experience and their effectiveness in getting the care they need and accessing it as soon as possible,” he said in an interview at the 2025 AHIP 2025 conference. “We really hope to find a way to prevent our processes and systems from becoming barriers to clients’ timely access to care.”
The company has already produced early results for some tools. For example, its early data suggests that four out of five customers have access to virtual assistants, which is helpful. To further track the success of the tool, Cigna will measure patient satisfaction and net promoter scores, thus measuring customer loyalty to the customer experience program. It is also linked to executive compensation to improve net promoter scores.
DeRosa previously operated Cigna's government operations in Medicare and Medicaid, but moved to the Office of Excellence and Transformation after the company divested its government operations. The Office of Excellence and Transformation has focused especially on improving the experience of customers and providers, which DeRosa said was particularly important after the killing of UnitedHealthCare CEO Brian Thompson in December.
“If you consider last December, [that] It is obvious that many people, some, are very unhappy with their health care services and what they get, he said. We do have the opportunity as an industry that really needs to do better. ”
He added that some areas of focus for the Office of Excellence and Transformation include providing clearer expectations for costs, so there is no surprise billing, improving value-based care and improving health literacy.
Photo: Tonefotografia, Getty Images
