CIThe Cigna Group

“in Cigna Healthcare, we are using AI-enabled capabilities to improve outcomes through risk prediction models, identifying complex patients earlier and connecting them with our clinical teams. Our predictive high-cost claimants model identifies members with increasing care needs earlier in their clinical journey. This then enables targeted clinical engagements that improve affordability, reduce acute utilization and drive measurable cost savings. To date, for those customers engaged in this model, we see an average of $2,000 per member per year in savings, resulting in the elimination of unnecessary provider and ER visits.”

“The combination of our AI tools and contact centers and improved customer digital experiences led to a 20% drop in total inbound calls for digitally eligible customer in our Cigna Healthcare U.S. employer business and a 25% reduction for pharmacy benefit services members when compared to just 2 years ago.”

“This commitment is what spurred us to improve our prior authorization process as outlined in our first customer transparency report, which was released last month. Our goal is to make the process faster and more seamless while ensuring that care is delivered at the right time and right place appropriately and safely. To that end, we have removed hundreds of tests and procedures and services from prior authorization process in the United States, decreasing the volume of medical prior authorizations by about 15%.”

“In Pharmacy Benefit Services, we are utilizing AI to enable better care and service to our customers. This includes leveraging AI in our [ Signature ] model to improve member communication and notifications and help patients make decisions on their care journey and enhancing our capabilities to deliver the lowest out-of-pocket cost for consumers, including with GLP-1s, where we continue to evolve as new oral solutions enter the market and prices decrease.”

“Today, we are using Agentic AI, together with our clinical expertise to improve customer and patient experiences. This is enabling us to transform how prescriptions are processed, efficiently schedule prescription orders and proactively identify patients who may need additional service. We do not use AI for clinical decision-making, but rather AI capabilities increase the speed and strengthen the decision quality of our highly experienced clinical teams.”

“the team was able to harness effective use of AI to identify the conversion strategies in a highly personalized way, which had high NPS low friction and high continuity for both the patient and the physician. The result of that is the conversion. The result of that is more value delivered, but higher satisfaction and then staying power of the conversion to the biosimilar.”

“I'm humbled and honored to take on the role of CEO in July with a focus on the Cigna Group becoming the clear leader in consumer-focused and AI-enabled health services with an emphasis on clinically complex patients, making care more affordable and more personalized for those we serve.”

“By leveraging the combined power of data, advanced analytics and AI, we're able to drive greater customer and client satisfaction through improved affordability of care and greater personalization of services.”

“Our results are also enabled by continued investments into harnessing the power of data, advanced analytics and AI, driving new value creation and improved personalization and affordability for our customers.”

“One will be the way we harness data, advanced analytics and AI to drive even more personalized, affordable customer experiences; two, a relentless drive to more affordable types of care.”

“he is committed to further the use of data and AI to drive affordability and personalization, which in turn drives value and sustained growth.”