The report takes a customer-first approach to examining today’s health care system and The Cigna Group’s work to make health care better.
The Cigna Group has published its first Customer Transparency Report, underscoring its commitment to raising the standard for transparency and accountability across the health care industry.
Introduced in early 2025, The Cigna Group’s Commitments to Better outlined a multiyear effort focused on five priorities that are important to customers: easier access to care, better support, better value, accountability, and transparency. This report serves as the first annual update on progress toward those commitments, offering context on today’s health care system, explaining the company’s role within it, and detailing how progress is being measured and tracked.
Commitments to health care access, support, value, accountability, and transparency
While there is still significant work to do, The Cigna Group has made some meaningful progress towards its Commitments to Better. Highlights from the report include:1
Easier access to care
The Cigna Group removed prior authorization requirements for 345 tests, procedures, and services. This change has decreased the volume of medical prior authorizations by approximately 15%. For customers navigating complex situations, including difficult prior authorization decisions or high cost, post-care claims, the company expanded its high-touch advocate teams, which supported approximately 155,000 customers in 2025 – marking a 79% increase from 2024.
Better support
The company expanded personalized, proactive support for patients facing the most challenging or complex health conditions. The Cigna Healthcare My Personal Champion program earned a 98% customer satisfaction rating, and tools like Accredo Smart Path helped identify patients who needed additional support earlier. Since we launched Smart Path, customer service escalations have been reduced by 16%.
Better value
In 2025, Evernorth announced new protections to help reduce out‑of‑pocket costs for more of our customers, particularly those with high-deductible health plans. To ensure they always pay the lowest price available for both brand‑name and generic medications, Evernorth automatically compares the negotiated-discount price, the cash-discount price, the drug manufacturer’s direct-to-consumer price (if available), and the customer’s copay. Eligible customers pay the lowest available price at the pharmacy counter.
Stronger accountability
Accountability is central to earning trust, and it begins with leadership. In 2025, more of The Cigna Group’s leaders’ compensation incorporated customer experience measures, including Net Promoter Score (NPS), a widely used indicator of customer advocacy. The Cigna Group’s organizational NPS increased compared to 2024, reflecting progress, but there is still room for improvement.
Greater transparency
The Cigna Group made its progress public by publishing this Customer Transparency Report. With clear data and plain language explanations, the report is intended to offer a straightforward view of how the company operates, where it is improving, and where it must continue to raise the bar.
An ongoing commitment to making health care better
The Cigna Group has committed to publishing a Customer Transparency Report annually as part of a broader effort to provide consistent, factual insight into how we operate and work to improve the health care experience. As noted in the report, “Transparency and accountability are not solutions by themselves, but they are necessary starting points.”
2025 Customer Transparency Report
View or download the PDF version below.
1. References for all data are derived and explained in the full 2025 Customer Transparency Report.