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Cigna Ties Executive Pay to Customer Satisfaction Amid Scrutiny

Written by : Dr. Aishwarya Sarthe

February 5, 2025

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The move comes amid growing criticism over medical care denials and delays, intensifying scrutiny of health insurers' policies.

US health insurer Cigna Group (CI.N) has announced changes, including linking executive compensation to customer satisfaction and hiring additional staff in people-facing roles. The move comes amid growing criticism over medical care denials and delays, intensifying scrutiny of health insurers' policies.

The company stated that these measures aim to rebuild trust and improve customer experience.

“We recognize that the way we will get trust back is not through our words; it's not even through our actions. It's through the results that people will see," said David Brailer, Cigna’s chief health officer, in a video posted on the company’s website.

Cigna will add new concierge teams to assist customers facing challenges with prior authorization and claims payments.

Additionally, it plans to double its workforce in patient support roles, with most hires expected to be external.

“It’s a step in the right direction from a political and general public sentiment standpoint,” said Kevin Gade, chief operating officer at Bahl & Gaynor.

The company is also expanding digital communication options for healthcare providers. Physicians will have improved access to submit required information via Cigna’s provider portal or electronic medical records.

This move is expected to streamline administrative processes and reduce delays in treatment approvals.

Increased Transparency & Cost Reduction Efforts

Starting in early 2026, Cigna will publish an annual transparency report detailing claim resolution statistics. The initiative follows industry-wide calls for greater accountability in insurance practices.

Last week, Cigna also announced actions to lower out-of-pocket costs for prescription drugs, though specific details remain undisclosed.

The insurer’s policy shifts align with broader industry trends. UnitedHealth (UNH.N) recently stated that it would collaborate with policymakers to reduce the frequency of prior authorization requirements in its Medicare business, which serves individuals aged 65 and older or those with disabilities.

As scrutiny on health insurers grows, Cigna’s latest moves indicate an effort to improve public perception and address longstanding concerns over access to timely healthcare.


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