Cigna Plans Multi-Year Effort to Transform Health Care Experience

Cigna Group has launched a multi-year initiative aimed at enhancing healthcare experiences for its customers, focusing on five key areas: easier access to care, better support, better value, accountability, and transparency. CEO David Cordani emphasized the need for systemic change in the U.S. healthcare system, which follows a recent tragic event involving an insurance executive's death that has raised discussions about the industry's complexities. Cigna plans to simplify processes for physicians, including claims and prior authorizations, to address frustrations linked to medical care access. Additionally, the company will expand its support for patients with complex health conditions by increasing the number of dedicated advocates. As part of its commitment, Cigna will tie executive compensation to customer satisfaction and publish an annual Customer Transparency Report beginning in 2026. These steps are seen as critical in improving both patient and physician experiences amid ongoing scrutiny of healthcare practices.