A Pledge to Better from all of us at The Cigna Group

 

The health care system isn’t delivering for everyone. Countless statistics, articles, and stories can validate this – but the most important fact is an individual’s personal experience. Many people have an expectation about what health care is meant to deliver, only to be disappointed when their reality falls short. There are multiple reasons for this disconnect between expectations and reality – and multiple players in the health care industry have a role to play.

At The Cigna Group, we do not want to justify why things are the way they are or seek to place blame. We take accountability and responsibility for our role in the health care system and commit to helping make it better for all our customers and patients. Our goal is to chart a path forward to gain back the trust that we have lost with some and strengthen the trust we have with others.

We recognize this will take time and definitive action, not just promises or talk, but we believe it is well worth the journey. The health care of our customers and patients is too important to be met by anything less.

Our Commitments to Better

To guide us on our multi-year journey, we have established five commitments that we promise to address and improve upon:

1. Easier Access to Care

We commit to address the challenges customers and patients face by making our processes simpler, easier, and faster.

  • Prior authorization is an important checkpoint to verify health coverage for certain procedures, treatments, and complex services before care is received. To increase timeliness for our Cigna Healthcare customers and patients, we are:
    • Investing resources to help more of our customers and patients quickly resolve administrative issues with prior authorization and post-care claims.
    • Introducing an enhanced digital status tracker to improve and accelerate prior authorization updates for patients.
    • Encouraging physicians to communicate with us electronically through our digital portal to expedite approvals and reduce errors.

 

2. Better Support

We commit to providing our customers and patients with enhanced support and resources to navigate the health care system with greater ease and peace of mind.

  • We will expand our team of care advocates to help Cigna Healthcare customers and patients facing the most challenging or complex conditions, such as cancer. These highly trained advocates will care for more of our patients and help them navigate every stage of their treatment journey.

 

3. Better Value

We will provide better value for our customers and patients.

  • The price of medications has skyrocketed and Express Scripts, part of Evernorth Health Services, works to lower those prices. Through our negotiations with drug manufacturers, approximately 80% of our pharmacy benefit customers spend less than $100/year out of pocket for their prescriptions.
    • To help lower costs for more of our Express Scripts customers, we will ensure that the savings we generate on prescription drugs translate into an even lower price at the pharmacy.
    • We will also provide a personalized year-end pharmacy benefit statement to our Express Scripts customers detailing their annual benefit savings.

 

4. Accountability

We will stand behind our commitments to our customers and patients.

  • To ensure our priorities are unmistakably aligned, we are tying our leader compensation to improving the satisfaction of our customers and patients.

 

5. Transparency

We commit to provide public information on how we are continuously improving to serve our customers better.

  • We will publish an annual Customer Transparency Report that will detail the progress we are making against our commitments. It will include important information relating to how we facilitate customer care, including details about our services, data, and resolution statistics. The first report communicating our 2025 impact and results will be published in early 2026.

We are making these commitments today, out loud and in public. We do not consider them to be the final destination – but rather, an important new chapter to accelerate our ongoing evolution. We play an important role in a health care system that needs changing for the better. We are determined to lead that change, for the health and vitality of those we serve. 

Let’s Make It Better.SM