Cigna Enhances Member Experience with AI-Powered Digital Tools

Cigna is introducing a suite of AI-driven digital features designed to simplify healthcare navigation for its members. These innovations—focused on benefits verification, cost estimation, and provider matching—aim to address gaps in digital experience for commercial and Medicare Advantage plan users.

Developed under a robust AI governance framework, the tools will roll out gradually via the myCigna member portal.

Key Features

AI Virtual Assistant
- Uses generative AI to answer questions about benefits, claims, and care options.
- Escalates complex inquiries to live customer service advocates.
Personalized Provider Matching
- Recommends in-network providers based on members’ medical needs and preferences.
Cost-Tracking Tool
- Provides real-time breakdowns of deductibles, out-of-pocket expenses, and bill payments.
Smart Claim Submission
- Automatically extracts data from uploaded medical bills to pre-fill claim forms and updates users in plain language.
Plan Comparison for Employer-Sponsored Coverage
- Allows members to compare provider prices and evaluate different health plan costs.
Pre-Effective Plan Management
- New members can adjust benefits before their coverage starts.

Additional Support Initiatives

Expanded advocate access for members with complex medical needs.
Centralized agent teams to resolve administrative issues faster.

By integrating these tools, Cigna aims to reduce friction in healthcare access while delivering a more intuitive, transparent member experience.