Cigna announced the launch of new digital tools designed to improve how members navigate their health benefits. The initiative includes a virtual assistant powered by generative artificial intelligence and several features aimed at streamlining access to coverage and care.
The virtual assistant, integrated into the myCigna member portal, is designed to respond to commonly asked questions related to claims, coverage, and care options. According to the company, over 80% of users in early trials found the AI-based tool to be helpful.
In addition to the AI assistant, Cigna introduced a provider-matching feature that allows members to search for in-network providers aligned with their health needs and preferences for how care is delivered. Plans are in place to eventually integrate this tool with the virtual assistant to create a more seamless experience.
The rollout is part of a broader strategy to reduce the complexity of accessing health benefits. A redesigned cost tracking tool is now included in the portal, which offers a breakdown of deductibles, out-of-pocket expenses, and billing information. Other updates allow users to upload claims and compare employer-sponsored plans with greater ease.
Although digital upgrades aim to improve service delivery, challenges remain in health literacy. Many adults in the United States face difficulties understanding medical and insurance information. This contributes to increased emergency room use, higher hospitalization rates, and poor health outcomes. Economic analyses suggest that low health literacy imposes costs in the tens to hundreds of billions of dollars each year on the healthcare system.
The layered structure of the U.S. healthcare bureaucracy has seen little change over time, and insurance procedures remain a central issue. Consumers often report being confused about what their plans cover, the costs of services, and why delays in treatment approval occur. These difficulties have contributed to growing dissatisfaction with insurance providers.
Frustration reached a peak following the death of UnitedHealthcare CEO Brian Thompson in Manhattan late last year. In response, several major insurers, including Cigna, pledged to reduce administrative hurdles and become more accountable. In January, Cigna committed to faster prior authorizations, increased access to patient advocates, and benefits simplification. The insurer also indicated it would link executive compensation to customer satisfaction.
Cigna stated that the new AI features were built using “rigorous” research methods and tested within an AI governance framework. Despite this, concerns persist about the accuracy of generative AI in healthcare applications. These models are known to sometimes produce incorrect or misleading outputs, a phenomenon referred to as hallucination. Reported hallucination rates vary significantly across different systems.
A spokesperson for Cigna did not provide details about the specific AI model used in the virtual assistant by the time of publication. However, the assistant has the capability to transfer users to a human representative when necessary.
“Cigna said its new features were developed with ‘rigorous’ research and testing within an AI governance framework,” according to the company’s announcement.
Some of the digital features are currently available, while the remaining tools are expected to be rolled out to all members by 2026.
