Cigna's AI-powered virtual assistant represents an industry-first generative AI tool that provides clear, conversational, and personalized answers to common questions about benefits coverage, claims, and care options.12 Unlike a basic chatbot, this sophisticated assistant seamlessly connects customers to a human customer service advocate when additional assistance is needed.1 The virtual assistant was developed through rigorous research and testing within a comprehensive AI governance framework to ensure responsible implementation.32

The tool addresses a critical need in healthcare literacy, as research indicates only 20% of U.S. adults feel confident understanding their health insurance benefits.42 By using plain language and conversational interactions, the assistant helps demystify complex healthcare terminology and processes, making insurance information more accessible to Cigna members.25 Soon, the virtual assistant will integrate with Cigna's personalized provider matching tool, enabling customers to quickly find relevant care options based on their specific needs.2

Cigna's proprietary provider matching tool delivers a tailored list of in-network healthcare providers and care delivery options based on members' specific health needs and preferences.12 This personalized approach eliminates the frustration of sifting through generic provider directories, instead offering targeted recommendations that match individual requirements. The tool is designed to be integrated with the AI Virtual Assistant in the near future, creating a seamless experience where members can quickly find relevant care options through natural conversation.34

The matching tool represents a significant advancement in healthcare navigation, addressing the common challenge of finding appropriate in-network care. By considering factors specific to each member's medical needs, the system helps ensure patients connect with the right providers, potentially improving care outcomes while keeping costs manageable. This feature complements Cigna's broader initiative to invest up to $150 million in improving customer experience, which includes relaxing prior authorization requirements and enhancing navigation services.5

Cigna's redesigned real-time cost tracking tool offers members a clear breakdown of their healthcare finances, including deductibles, out-of-pocket expenses, and integrated bill payments in an easy-to-understand format12. This feature helps customers monitor their healthcare spending in real time and estimate costs with providers before receiving care, enabling better financial planning and transparency3. The tool represents a significant improvement in helping members understand their financial responsibilities, which is particularly valuable considering that 80% of U.S. adults don't feel confident in their knowledge of health insurance benefits4.

The cost tracking capabilities are complemented by Cigna's smart claim submission feature, which simplifies the often complex claims process. Members can upload medical bills from various providers—including physicians, chiropractors, and therapists—directly to the system3. The tool then intelligently reads the bill, automatically fills in claim details for easy submission, and provides digital updates on claim statuses using plain language23. This streamlined approach reduces paperwork while giving members 24/7 access to claims tracking, ultimately lowering operational costs and decreasing the need to resubmit corrected claims5.