Cigna is rolling out a number of new tech tools that seek to make it easier for members to navigate their benefits and medical costs.
Customers can connect through the myCigna member portal, with some offerings available as of Thursday and all expected to be online by next year. Members can connect to a generative-AI-powered virtual assistant that can answer common questions around benefits, coverage, claims and their care.
The virtual assistant is designed to provide these answers in a personalized, conversational manner and then can connect members to a customer service advocate if they need further help.
Cigna said in an announcement that preliminary results suggest that, of the customers who have had access to the virtual assistant, two-thirds used it preemptively and 4 in 5 found it helpful.
In addition, Cigna is rolling out a proprietary provider-matching tool that offers members a personalized list of in-network providers and care delivery methods that matches their needs. This platform will be integrated into the virtual assistant's functionality in the future, making it easier for members to find doctors and other providers in-network.
“We’re committed to making our customers’ experiences simpler, seamless and more reliable,” said Heather Dlugolenski, chief strategy officer for Cigna Healthcare, the company's insurance arm, in the press release. “That’s why we’re creating smarter, more connected digital experiences that anticipate our customers’ needs, while bringing clarity and compassion to everyday moments.”
Cigna will also update its existing cost-tracking tool to make it simpler for members to track deductibles, out-of-pocket expenses and bill payments in real time, giving them up-to-date expectations around the cost for care. Members can additionally tap into an easy claim submission tool, which allows them to upload medical bills to the system. Once they're uploaded, the tool automatically fills in key data points and offers digital updates on the status of the submission, according to the announcement.
The online portal will also allow individuals enrolled in employer coverage to compare plans directly, making for a more informed decision during open enrollment, Cigna said.
Cigna customers who are new to its coverage or who have had changes to their benefits will have early access to the newly updated myCigna experience, the insurer said.
“Everyday moments in health care need to be easier,” Katya Andresen, chief digital and analytics officer at the Cigna Group, said in the release. “Customers need to be met where they are with experiences that are adapted to their unique needs. 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.”