Cigna is officially kicking off a multiyear effort designed to “meaningfully” change the experience of its members.
Executives alluded to the initiative on the company’s earnings call last week. In an announcement Monday, Cigna said it will focus on driving better access to care, easier navigation, greater value for members, accountability and transparency.
As part of its initial push toward these goals, Cigna said that compensation for its corporate executives will be tied to customer satisfaction. In addition, beginning in 2026, the company will publish a Consumer Transparency Report that offers greater clarity into how it operates, including details on services and resolution statistics.
“The health care system in America needs to be better, and we have challenged ourselves to help lead and drive systemic change,” said David Cordani, chairman and CEO of the Cigna Group, in the press release. “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,” Cordani said. “Today’s announcement marks initial steps in our multi-year journey toward building a better and more sustainable model in health care.”
Beyond the commitments made at the corporate level, Cigna is also unveiling new initiatives at its health plan division as well as Evernorth.
At Cigna Healthcare, the insurer will expand its team of patient advocates who work with people who have challenging and complex conditions, assisting them with navigating their care and treatment plans. Cigna will also roll out a digital status tool that patients can use to monitor prior authorization requests.
It will also work to encourage providers to submit prior auth requests through its digital portal, which allows for quicker responses and reduces errors. Cigna plans to invest in resources to help customers resolve prior auth and administrative needs faster.
Evernorth, meanwhile, announced last week multiple changes at pharmacy benefit manager Express Scripts that seek to reduce patients’ out-of-pocket costs and provide greater transparency into their medication expenses as well as any discounts.
Along with the new programs, Cigna said it would make some key leadership changes to support the endeavor. It has established an Office of Excellence and Transformative to oversee the initiatives. David Brailer, M.D., Ph.D., Cigna’s chief health officer, will oversee the office, while Chris DeRosa will take on a newly created role as its leader.
DeRosa is a longtime leader at Cigna Healthcare who currently serves as president for its U.S. government arm. He will continue to oversee Cigna’s Medicare plans until it closes the sale to Health Care Service Corporation.
“I am inspired to work alongside our 70,000 colleagues and the Office of Excellence and Transformation to realize our commitments to better care and clinical excellence,” said Brailer. “We will lead the healthcare industry in how we serve our patients and customers and support the clinicians who care for them.”
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