BLOOMFIELD, Conn., Feb 3., 2025 – Cigna Healthcare, the health benefits division of The Cigna Group (NYSE: CI), announced the first set in a series of planned actions to improve the health care experience for patients and physicians. The actions are part of a multi-year commitment by The Cigna Group to make the health care experience simpler and more transparent for the millions of customers it serves.  

“We owe it to our customers to make the health care system work better – and Cigna Healthcare has an important role to play,” said Bryan Holgerson, president, U.S. Employer, Cigna Healthcare. “We are working to make it easier for customers to get the care they need and to resolve challenges faster when they arise. The actions we’re announcing today represent the first step in our journey to transform the health care experience for the people we serve.”  

Today, Cigna Healthcare is announcing actions to better support its customers, including:  

Expanding access to dedicated advocates for patients facing complex health conditions like cancer, stroke, or heart attack. 

• Patients with serious medical situations are suddenly faced with navigating a new world of many clinicians, hospitals, and pharmacies. To accelerate access to care and create a more seamless experience, Cigna Healthcare is doubling the number of My Personal Champion advocates, who help patients navigate every stage of their care and treatment journey. These advocates, who receive high ratings from the customers they support, assist in the resolution of unique and complex clinical, situational, or administrative needs.  

Investing resources to help more customers quickly resolve administrative needs with prior authorization and post-care claims.  

• Cigna Healthcare is adding new concierge teams to support customers experiencing challenges with prior authorization or with claims payments. A concierge will work directly with the customer’s physician to resolve any information gaps that require resolution, helping to prevent stress or confusion for the customer. Additionally, the company will introduce enhancements to the digital status tracker that patients can use for prior authorization updates. 

Accelerating and simplifying the process for physicians to submit claims and prior authorization requests.  

• One of the most common reasons that a prior authorization decision is delayed is because of incomplete information in the initial submission. That’s why Cigna Healthcare is expanding digital communication options for physicians, including through its provider portal or directly through the electronic medical record. This will give physicians an easier way to submit all the necessary information the first time, improving turnaround time and accuracy.  

“We are committing to significantly improving the prior authorization process for patients and for those providing care,” said Dr. Amy Flaster, chief medical officer, Cigna Healthcare. “We want to reduce the burden on our physician partners by making it easier to submit a complete authorization request quickly and correctly the first time, expediting the path to getting needed services approved and giving providers their time back so they can invest it in what matters most: patient care.” 

These actions will improve support for the millions of people Cigna Healthcare serves through employer-sponsored plans and the Affordable Care Act (ACA) Marketplace.  

About Cigna Healthcare 

Cigna Healthcare is a health benefits provider that advocates for better health through every stage of life. We guide our customers through the health care system, empowering them with the information and insight they need to make the best choices for improving their health and vitality. Products and services are provided exclusively by or through operating subsidiaries of The Cigna Group (NYSE:CI), including Cigna Health and Life Insurance Company, Connecticut General Life Insurance Company, Evernorth Health companies or their affiliates, and Express Scripts companies or their affiliates. Such products and services include an integrated suite of health services, such as medical, dental, behavioral health, pharmacy, vision, supplemental benefits, and others. Learn more at cignahealthcare.com. 

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