Cigna Launches AI Tools to Simplify Health Insurance, Improve Customer Experience

Cigna Healthcare has launched a number of new digital features aimed at making common health insurance tasks such as checking benefits, estimating costs and finding care providers much easier.

These tools, available through the myCigna member portal, are designed to make navigating health insurance more straightforward and to improve overall customer experience, according to a news release sharing the announcement today.

A major component of these new features is an AI-powered virtual assistant.

Rather than this tool being a typical chatbot, it uses generative AI to provide clear, conversational and personalized answers to questions about benefits coverage, claims and care options.

This tool offers customers a clear breakdown of deductibles, out-of-pocket expenses and bill payments. It also helps customers estimate costs with providers before receiving care, enabling better financial planning.

If the virtual assistant cannot fully address a customer’s needs, it connects them to a human customer service representative.

Early data has shown that two-thirds of customers who had access to this assistant used it proactively, and over 80% found it helpful.

Cigna’s AI adoption is supported by evidence showing that AI chatbots can enhance access, efficiency and patient engagement in healthcare.

Research in the Canadian Journal of Health Technologies highlighted that users find health-focused chatbots easy to use, especially when responses are personalized, empathetic and available 24/7—which are features Cigna notes their new tools offer.

With over 80% of users finding it helpful so far, early results mirror findings that chatbots can reduce administrative burdens, streamline information access and improve user satisfaction.

Cigna also introduced a personalized provider matching tool.

This feature generates a tailored list of in-network providers and care delivery options based on a user’s specific health needs and preferences.

Another update is a redesigned real-time cost tracking tool.

This tool offers customers a clear breakdown of deductibles, out-of-pocket expenses and bill payments. It also helps customers estimate costs with providers before receiving care, enabling better financial planning.

In addition, the company rolled out a smart claim submission feature that simplifies the claims process.

Customers can upload bills from various providers, including physicians and therapists, and the tool reads the bill, auto-fills claim details and provides digital updates about claim statuses in easy-to-understand language.

For customers who receive insurance through their employer, Cigna also offers a plan selection support tool that allows users to compare prices, search providers and estimate healthcare costs during open enrollment.

New customers or those with benefit changes can now access the myCigna portal before their plan’s effective date.

Katya Andresen, chief digital and analytics officer at The Cigna Group said that healthcare should be easier in all fronts 24/7.

“Everyday moments in health care need to be easier. Customers need to be met where they are with experiences that are adapted to their unique needs,” Andresen said in the release. “While there is still a lot of work to do to simplify health care, these enhancements are a significant step in our journey to transform the experience and put customers at the heart of it.”

Cigna’s own research indicates that only 20% of U.S. adults feel confident in understanding and using their health insurance effectively.

The data suggests that better understanding of insurance correlates with improved health outcomes and fewer financial surprises.

By providing digital tools that use clear and conversational language, Cigna aims to help consumers better navigate their coverage and the health care system.

For customers with more complex needs, such as managing chronic illnesses or serious diagnoses, Cigna is expanding access further access to them through the My Personal Champion program.

The company announced they are also investing in centralized agent teams to assist with administrative issues like prior authorizations and claims after care.

Cigna’s broader technology strategy suggests a focus on creating a more personalized and connected healthcare experience, allowing customer needs and their healthcare needs to be met.