
Cigna is introducing an AI-powered virtual assistant to help members get their questions answered during health insurance interactions.
The generative AI tool that Cigna calls more than a chatbot, provides conversational and personalized answers to common questions about benefits coverage, claims and care options. If additional assistance is needed, the virtual assistant connects customers to a customer service advocate.
Early results show that two out of three customers who had access to the virtual assistant used it proactively, and more than four out of five found it helpful, Cigna said.
WHY THIS MATTERS
Cigna has released a series of new digital features it said were developed with research and testing within a comprehensive artificial intelligence governance framework.
They are being made available in a phased rollout through Cigna Healthcare's myCigna member portal.
Another feature includes personalized provider matching to give customers a tailored list of in-network providers and care delivery methods. The tool will soon be integrated with the AI Virtual Assistant, Cigna said.
Real-time cost tracking is a redesigned tool that estimates costs with providers and specialists and then provides a breakdown of deductibles, out-of-pocket expenses and integrated bill payments.
Smart claim submission enables customers to upload bills they receive from physicians and other providers. The tool reads the bill, auto-fills claim details, and provides digital updates using plain language on claim statuses and decisions.
Plan selection support allows customers who get their health insurance through their employer to compare prices, search for providers and estimate their potential healthcare costs when selecting their benefits plan.
Early access to myCigna for new customers and for those making changes to their benefit plan allows members to sign into the myCigna portal before the plan effective date and to add their digital ID card to their Apple or Google wallets.
The digital enhancements are designed to provide a reliably simple experience for everyday needs and are an important step in delivering on the company's commitment to make healthcare easier for customers, Cigna said.
Cigna said that recent research reveals that only one in five U.S. adults feels confident in their ability to understand, evaluate and effectively use healthcare services.
THE LARGER TREND
For customers with complex health needs, such as managing a chronic condition or navigating a serious diagnosis, Cigna Healthcare is expanding access to My Personal Champion advocates.
The company said it is also investing in new centralized agents to help customers resolve administrative needs, including prior authorizations and post-care claims.
The strategy delivers on commitments Cigna said it made earlier this year.
"The Cigna Group's broader technology strategy has long aimed to transform and improve healthcare delivery to create a more personalized, seamless and connected healthcare experience that empowers customers to improve their overall health and vitality," Cigna said.
Email the writer: SMorse@himss.org