Cigna Launches Multiyear Initiative to Transform Customer Experience and Drive Value

Cigna, a major player in the healthcare industry, has announced a comprehensive, multiyear effort aimed at significantly improving the experience of its members and driving greater value in healthcare. This initiative, unveiled on February 2, 2025, encompasses a range of new programs and commitments across the company's various divisions, including Cigna Healthcare and Evernorth.

Executive Compensation Tied to Customer Satisfaction

In a bold move to align corporate interests with customer outcomes, Cigna has announced that compensation for its corporate executives will be directly linked to customer satisfaction metrics. This unprecedented step underscores the company's commitment to prioritizing the needs and experiences of its members.

David Cordani, Chairman and CEO of the Cigna Group, emphasized the importance of this initiative, stating, "The health care system in America needs to be better, and we have challenged ourselves to help lead and drive systemic change. We do a lot of good for many people, but we need to do better for everyone."

Enhanced Transparency and Customer Support

Starting in 2026, Cigna will publish an annual Consumer Transparency Report, offering unprecedented insight into the company's operations, services, and resolution statistics. This move towards greater transparency is expected to build trust and accountability with customers and stakeholders alike.

Additionally, Cigna Healthcare is expanding its team of patient advocates who specialize in assisting individuals with complex medical conditions. These advocates will help patients navigate their care and treatment plans more effectively. The company is also rolling out a digital status tool that allows patients to monitor prior authorization requests in real-time, addressing a common pain point in the healthcare journey.

Streamlining Prior Authorization and Medication Management

To improve efficiency and reduce errors, Cigna is encouraging healthcare providers to submit prior authorization requests through its digital portal. The company plans to invest in resources to expedite the resolution of prior authorization and administrative needs.

Meanwhile, Evernorth, Cigna's health services business, has announced changes at its pharmacy benefit manager, Express Scripts. These modifications aim to reduce patients' out-of-pocket costs and provide greater transparency into medication expenses and available discounts.

David Brailer, M.D., Ph.D., Cigna's Chief Health Officer, will oversee the newly established Office of Excellence and Transformation, which will guide these initiatives. Chris DeRosa, a longtime leader at Cigna Healthcare, has been appointed to lead this office in a newly created role.

As the healthcare industry continues to evolve, Cigna's comprehensive approach to improving customer experience and driving value could set a new standard for patient-centered care and corporate accountability in the sector.