UnitedHealthcare Deploys AI Assistant to Handle Insurance Tasks for 6.5 Million Members
UnitedHealthcare launched Avery, a generative AI assistant that handles routine insurance questions and administrative tasks for members. The tool is currently live for 6.5 million members with employer-sponsored plans and 160,000 Medicare Advantage members, with plans to expand to 20.5 million members by year-end.
Avery operates as a HIPAA-compliant agent integrated directly into insurance workflows, not as a general-purpose chatbot. It draws from billions of digital transactions to provide personalized responses based on each member's specific benefits and plan details.
What Avery Can Do
- Explain benefits and show claim approval status
- Provide cost estimates and display plan balances
- Locate in-network providers and retrieve their contact information
- Schedule primary care appointments by calling providers on the member's behalf
- Confirm whether physicians remain in-network
- Guide members to affordable providers that match their coverage
The assistant transfers members to a live advocate when requested. When it does, the full chat history goes with the member so they don't repeat information. Data shows many members who use Avery don't need additional support after their initial interaction.
For staff handling complex cases, Avery provides real-time administrative support and member history insights.
Part of Larger AI Investment
Avery is one of more than 1,000 AI solutions across UnitedHealth Group. The parent company plans to invest $1.6 billion in AI this year.
Dan Kueter, CEO of UnitedHealthcare's commercial business, said the tool addresses member demand for simpler, more personalized healthcare experiences. "People want healthcare to be easier to use and tailored to their personal needs," Kueter said.
The adoption of AI in healthcare administration is accelerating. Seventy-five percent of U.S. health systems now use at least one AI application, up from 59% in 2025, according to an Eliciting Insights survey.
Avery is available through the UnitedHealthcare app or myuhc.com for eligible members. The company plans to add features as development continues.
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