Cigna Introduces AI Tools to Simplify Health Insurance and Enhance Customer Experience
June 12, 2025
Cigna Healthcare has launched several new digital features aimed at streamlining common health insurance tasks such as checking benefits, estimating costs, and finding care providers. These tools, accessible via the myCigna member portal, seek to make health insurance easier to manage and improve the overall customer experience.
AI-Powered Virtual Assistant for Clear and Personalized Support
A key addition is an AI-driven virtual assistant that goes beyond a standard chatbot. Using generative AI, it provides clear, conversational, and personalized responses to questions about benefits, claims, and care options. The assistant breaks down deductibles, out-of-pocket expenses, and bill payments in an easy-to-understand format.
It also helps estimate provider costs before care, enabling users to plan their finances better. If the assistant cannot fully resolve a query, it connects customers to a human representative. Early data shows that two-thirds of users engaged with the assistant proactively, and over 80% found it helpful.
Evidence Supports AI Chatbots in Healthcare
Research highlights that AI chatbots improve access, efficiency, and patient engagement in healthcare. A study published in the Canadian Journal of Health Technologies found users appreciate chatbots that offer personalized, empathetic, and 24/7 support—features incorporated in Cigna’s new tools. Early results align with findings that these tools reduce administrative burdens and enhance user satisfaction.
Additional Tools to Support Health Insurance Management
- Personalized Provider Matching: Generates a custom list of in-network providers based on the user’s health needs and preferences.
- Real-Time Cost Tracking: Offers a transparent breakdown of deductibles, expenses, and bill payments, helping customers estimate costs before care.
- Smart Claim Submission: Enables customers to upload bills from various providers. The system reads bills, auto-fills claim details, and delivers digital updates in simple language.
- Plan Selection Support: For those with employer-provided insurance, this tool helps compare prices, search providers, and estimate costs during open enrollment.
New customers or those with benefit changes can now access the myCigna portal before their plan’s effective date, allowing them to prepare in advance.
Focus on Customer-Centered Healthcare Experience
Katya Andresen, Chief Digital and Analytics Officer at The Cigna Group, emphasized that healthcare should be easy and accessible 24/7. She stated, “Everyday moments in health care need to be easier. Customers need to be met where they are with experiences adapted to their unique needs.”
Cigna’s research shows only 20% of U.S. adults feel confident using their health insurance effectively. The company believes that clearer, conversational digital tools can help reduce financial surprises and improve health outcomes by making insurance easier to understand.
Support for Customers with Complex Needs
For customers managing chronic illnesses or serious diagnoses, Cigna is expanding the My Personal Champion program. This initiative offers more personalized assistance.
Additionally, Cigna is investing in centralized agent teams to help with administrative tasks such as prior authorizations and post-care claims. This broader tech strategy aims to create a more connected healthcare experience where customer and care needs are addressed efficiently.
Insurance professionals interested in AI-driven tools for customer service and claims management may find value in exploring related AI training resources. For example, Complete AI Training offers courses and insights into AI applications relevant to the insurance sector.
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