Cigna Introduces New Digital Tools to Enhance Member Experience
Cigna recently announced the launch of several new digital tools aimed at improving the customer experience on its health benefits portal. One of the key features is a virtual assistant powered by generative artificial intelligence, designed to provide members with quick and accurate information about their health benefits coverage, claims, and care options.
In addition to the virtual assistant, Cigna also introduced a new tool that helps match patients with in-network providers based on their specific health needs. This tool offers various options for how care can be delivered, giving members more control over their healthcare choices.
The rollout of these new features is part of Cigna’s broader efforts to make it easier for members to access and afford the benefits they are entitled to. The insurer has been working on streamlining its processes and improving customer satisfaction, following a series of industry-wide initiatives to address issues with health literacy and administrative barriers to care.
While the adoption of AI in healthcare has raised concerns about potential errors and biases in decision-making, Cigna assured customers that its new features were developed through rigorous research and testing within an AI governance framework. Early testing of the AI virtual assistant showed that more than 80% of customers found it helpful in navigating their health benefits.
In addition to the AI-powered tools, Cigna also revamped its cost tracking tool to provide a breakdown of deductibles, out-of-pocket expenses, and bills for consumers. The insurer also introduced new features to help members upload claims easily and choose between employer-sponsored plans.
Many of these new features are already available to customers, with plans to roll out additional enhancements by 2026. By integrating AI into its customer communications and decision-making processes, Cigna aims to streamline operations, improve efficiency, and ultimately enhance the overall member experience.
As insurers continue to explore the potential of AI in healthcare, stakeholders have raised concerns about the ethical implications of using AI to restrict access to medical care. However, Cigna and other insurers have emphasized that their use of AI is intended to improve customer service and provide more personalized care options for members.
Overall, Cigna’s new digital tools represent a significant step forward in its commitment to enhancing the customer experience and making healthcare more accessible and affordable for all members. The integration of AI technology is expected to drive innovation and efficiency in the delivery of health benefits, ultimately leading to better outcomes for patients and providers alike.
