The Cigna Group has announced a new multi-year effort aimed at transforming the healthcare experiences of millions of people it serves, driven by a commitment to lead systemic change in the U.S. healthcare system. This initiative focuses on five key areas: improving access, enhancing support, delivering greater value, ensuring accountability, and increasing transparency.
Initial actions include simplifying the process for physicians to submit claims and prior authorization requests, a common point of frustration for providers and patients. Cigna will also tie its leaders' compensation to improving customer satisfaction, demonstrating a direct link between performance and customer experience.
To further its commitment to transparency, Cigna plans to publish an annual Customer Transparency Report starting in early 2026, which will detail its progress on these commitments, including service metrics and resolution statistics. A new Office of Excellence and Transformation, overseen by Chief Health Officer Dr. David Brailer and led by Chris DeRosa, will govern this initiative.
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