Cigna Healthcare, the health benefits division of The Cigna Group, has officially launched a series of new digital features.
According to certain reports, all these features arrive on the scene bearing an ability to improve the customer experience during common health insurance interactions, such as checking benefits coverage, estimating costs, and finding care. More on that would reveal how the development in question is specifically conceived to provide a reliably simple experience for everyday needs.
It must also be acknowledged that these features were created within a comprehensive artificial intelligence (AI) governance framework. As for their availability, they will become accessible in a phased rollout through Cigna Healthcare’s myCigna member portal.
“We’re committed to making our customers’ experiences simpler, seamless and more reliable,” said Heather Dlugolenski, chief strategy officer, 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.”
Talk about Cigna’s new enhancements on a slightly deeper level, we begin from the AI-Powered Virtual Assistant, understood to be industry’s first generative AI tool capable of providing clear, conversational and personalized answers to common questions regarding benefits coverage, claims and care options.
In an event where greater than normal assistance is needed, the virtual assistant rises to the occasion to seamlessly connect customers with a customer service advocate. Early results show that 2 out of 3 customers who had access to this virtual assistant used it proactively, whereas on the other hand, more than 4 out of 5 found it helpful.
Next up, there is the potential for personalized provider matching. This facility basically banks upon a proprietary matching tool that generates a tailored list of in-network providers and care delivery methods based on their specific health care needs and preferences.
Markedly enough, the tool will soon be integrated with the AI Virtual Assistant to help customers quickly find relevant care.
Another detail worth a mention is rooted in the availability of a real-time cost tracker, which brings forth a simple breakdown of deductibles, out-of-pocket expenses, and integrated bill payments to help customers track their costs in real time, as well as estimate costs with providers and specialists before engaging.
Joining that would be an aspect focused on smart claim submission. The idea with this one is to empower customers in the context of uploading bills they receive from physicians and other providers, such as chiropractors or therapists. The tool, at launch, can read the bill, auto-fills claim details for easy submission, and provide digital updates using plain language on claim statuses and decisions.
Hold on, we still have a couple of bits left to unpack, considering we haven’t yet touched upon the availability of plan selection support, meaning customers who get health insurance through their employer can compare prices, search for providers, and estimate their potential health care costs when selecting their benefits plan.
Such an arrangement is likely to help customers make more informed plan decisions during the open enrollment period.
Rounding up highlights would be Cigna’s bid to conceive early access of myCigna for new customers. Hence, these new customers and those with changes to their benefits plans can sign into the myCigna member portal before their plan effective date so to better plan their health care needs in advance, and at the same time, add their digital ID card to Apple or Google wallets or provider portals for less paperwork.
To understand the significance of such a development, we must take into account one research conducted by Cigna where it was revealed that no more than 1 in every 5 people feel confident in their ability to understand, evaluate, and effectively use health care services. The report, quite unsurprisingly, found that the more a person understands their health insurance, the more effectively they can navigate the health care ecosystem, realizing better health outcomes, fewer financial surprises, and higher overall vitality
“Everyday moments in health care need to be easier,” said Katya Andresen, chief digital and analytics officer, The Cigna Group. “Customers need to be met where they are with experiences that are adapted to their unique needs.”
