Cigna Reveals Multi-Year Plan to Simplify Healthcare, Boost Transparency and Improve Patient Support

The Cigna Group announced a number of new initiatives as part of a “multi-year commitment” to make healthcare easier for patients and doctors, improve efficiency and provide more transparency for its customers.

This follows the company’s recent earnings call, where executives discussed the organization’s growth and future plans, highlighting its focus on serving the best interests of their consumers.

With these initiatives, Cigna is focusing on five key areas of simplifying healthcare processes, providing more resources to help customers navigate the system, offering better value through improved services, ensuring accountability through governance and sharing ongoing progress with the public.

To hold themselves accountable, the organization will tie executive compensation to improving customer satisfaction, as shared today.

Related: Evernorth Drives Cigna's Strong Revenue Growth and Focuses on Biosimilars and Drug Affordability

Starting in 2026, the company will release an annual Customer Transparency Report to show how it’s progressing, including information about care facilitation and resolution statistics.

Cigna’s Chairman and CEO, David M. Cordani, stated in a news release that in a healthcare system that needs improvement, Cigna has to step up.

“The healthcare system in America needs to be better, and we have challenged ourselves to help lead and drive systemic change,” Cordani said. “We do a lot of good for many people, but we need to do better for everyone. We are committed to implementing tangible actions across our company to help drive better health outcomes and health care experiences.”

Further changes include the expansion of the “My Personal Champion” program to better support patients with serious conditions such as cancer, heart attacks and strokes.

This program will increase the number of dedicated advocates in aim help guide patients through both medical and administrative challenges.

In addition to expanding patient support, Cigna is also improving administrative processes for both patients and healthcare providers.

For example, new concierge teams will assist with prior authorizations and claims, helping doctors provide the necessary information to speed up care.

Patients will also be able to track the status of their prior authorization requests online.

Cigna is also working to make the submission process easier for healthcare providers, aiming to reduce delays caused by missing information.

In addition, Evernorth, Cigna's health services division, announced last week they will be focusing on improving patient access to affordable medications.

Through its Express Scripts pharmacy services, Evernorth plans to ensure that patients benefit from lower, negotiated drug prices, rather than paying the high list prices.

It will also provide personalized reports to consumers showing how they benefit from these discounts and offer plan sponsors annual reports on costs and pharmacy claims.

Cigna is also creating an Office of Excellence and Transformation to oversee these efforts.

David Brailer, M.D., executive vice president and chief health officer at Cigna, will lead the office, with Chris DeRosa, president of U.S. Government at Cigna Healthcare, overseeing its operations.

DeRosa will also continue managing Medicare businesses through Cigna’s acquisition with HCSC, which is expected to close soon.

With these new initiatives, Cigna is committed to improving the healthcare experience for its customers.