Cigna is introducing several new tech tools aimed at helping members better navigate their benefits and medical costs. These tools will be accessible through the myCigna member portal, with some features available as of Thursday, and all expected to be online by next year. Members can now connect to a generative AI-powered virtual assistant designed to answer common questions about benefits, coverage, claims, and their care in a personalized and conversational manner.
If further assistance is needed, the virtual assistant can connect members to a customer service advocate. Preliminary results indicate that two-thirds of customers who accessed the virtual assistant used it preemptively, and 80% found it helpful. Cigna is also introducing a proprietary provider-matching tool that will offer members a personalized list of in-network providers and care methods tailored to their needs.
This platform will be integrated into the virtual assistant’s functionality, making it easier for members to find in-network doctors and providers.
Cigna’s innovative AI tools debut
Additionally, Cigna will update its existing cost-tracking tool to help members track deductibles, out-of-pocket expenses, and bill payments in real-time.
Members will also have access to an easy claim submission tool, enabling them to upload medical bills to the system, which then automatically fills in key data points and provides digital updates on the status of the submission. The online portal will provide individuals enrolled in employer coverage with the ability to compare plans directly, facilitating more informed decision-making during open enrollment. New customers or those experiencing changes in their benefits will have early access to the updated myCigna experience.
We’re committed to making our customers’ experiences more straightforward, seamless, and more reliable,” said Heather Dlugolenski, chief strategy officer for Cigna Healthcare. That’s why we’re creating more innovative, more connected digital experiences that anticipate our customers’ needs, while bringing clarity and compassion to everyday moments.
Every day, moments in health care need to be easier,” Katya Andresen, chief digital and analytics officer at the Cigna Group, said. “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 be done to simplify healthcare, these enhancements are a significant step in our journey to transform the experience and put customers at the heart of it.