Cigna Launches AI-Powered Tools to Simplify Healthcare Navigation for Members

The enhancements include a generative AI-powered virtual assistant that responds to member queries related to benefits, coverage, claims, and care.

Cigna is introducing new digital tools through its myCigna member portal to streamline how members interact with their healthcare benefits, claims, and cost information. Some features are already available, with full rollout expected by next year.

The enhancements include a generative AI-powered virtual assistant that responds to member queries related to benefits, coverage, claims, and care.

According to Cigna, early results show that two-thirds of users engaged with the assistant proactively, and 4 in 5 found it helpful.

Additionally, a provider-matching tool is being introduced, offering personalized in-network provider recommendations. This functionality will soon be integrated directly with the virtual assistant to further assist users in locating appropriate care options.

“We’re committed to making our customers’ experiences simpler, seamless and more reliable,” said Heather Dlugolenski, chief strategy officer for Cigna Healthcare. “That’s why we’re creating smarter, more connected digital experiences that anticipate our customers’ needs, while bringing clarity and compassion to everyday moments.”

The company is also updating its cost-tracking tool, which allows real-time tracking of deductibles, out-of-pocket expenses, and bill payments. Members can access a simplified claim submission feature that auto-fills essential data from uploaded medical bills and provides real-time status updates.

Another feature enables individuals with employer coverage to compare plans directly through the online portal, aiding decision-making during open enrollment.

New customers and those with recent changes to their coverage will receive early access to the redesigned myCigna experience.

“Everyday moments in health care need to be easier,” said Katya Andresen, chief digital and analytics officer at the Cigna Group. “Customers need to be met where they are with experiences adapted to their unique needs. While there is still a lot of work 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.”

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