Cigna launches 6 new digital tools to improve the customer experience

Health insurance is not always the most intuitive to navigate. This is what Cigna Healthcare hopes to change with the introduction of six new digital tools for members.

Cigna Healthcare, the health service provider of the Cigna group, unveiled these tools last week. They include:

• Virtual assistant fueled by AI: This tool can answer questions about the coverage of benefits, complaints and care options. He can also connect members to a customer service defender if additional help is necessary.
• Association of personalized suppliers: Customers can receive a list of network suppliers according to their needs and preferences, such as language, geography and virtual care or in person.
• Monitoring of real -time costs: members can keep track of their costs by receiving a ventilation of deductibles, pocket costs and invoice payments.
• Submission of intelligent complaint: Customers can download invoices they receive from suppliers. The tool reads the bill, the details of the claim automatically replacement and provides digital updates.
• Plan the support of the selection: this is intended to help those who receive coverage through their employer to make better decisions during the registration period. This can help them compare prices, search for suppliers and estimate their possible health costs.
• Early access to Mycigna: new Cigna Healthcare customers and those who have updated advantages can connect to the Portal des members Mycigna before their plan begins to prepare for their care and add their digital identity card to their Apple or Google or supplier portals.

Cigna launched these tools to make the customer experience as transparent as possible, according to Chris Derosa, executive vice-president of business improvement and innovation in the Cigna group. Currently, only one in five consumer has confidence in their ability to understand and use health services correctly, according to CIGNA research.

“The goal is to continue to make customer experience and their effectiveness in obtaining the care they need and access as simple and as fast as possible,” he said in an interview with the AHIP 2025 conference. “We really want to find a way to prevent our processes and our systems from being an obstacle for customers to have access to care in time.”

The company already has early results on some of the tools. For example, its first data show that four out of five customers who had access to the virtual assistant found it useful. To further follow the success of tools, Cigna will measure patient satisfaction, as well as net promoter scores, which measure customer loyalty to customer experience programs. He also linked the remuneration of managers to improve the scores of net promoters.

Derosa previously directed CIGNA’s government activities on Medicare and Medicaid, but moved to the office of excellence and transformation after the divestment of its public activities by the company. The office of excellence and transformation is particularly focused on improving the experience of customers and suppliers, which, according to Derosa, is particularly important after the murder in December of the CEO of Unitedhealthcare, Brian Thompson.

“If you think of last December, [that] was deeply disturbing for industry, and it has become clear that many people, some people, are very dissatisfied with their health services and what they get, “he said.” And we really have an opportunity as an industry and a real need to do better. “”

Some current areas of intervention for the office of excellence and transformation include the supply of clearer cost expectations, so there is no surprise billing, advancing value-based care and improving health literacy, he added.

Photo: Tonefotografia, Getty Images