Patients and health care providers alike are navigating a health care landscape that is increasingly complex, with rising costs, and barriers that can delay care and add burden to practice operations.

Digital tools have helped providers to close some gaps to expand access for patients, offering virtual options to broaden the scope of their practice, and make routine processes more efficient. These tools strengthen human care, not replace it, by creating more room for interactions that feel clearer, more supported, and more responsive for patients.

In 2025, Cigna launched a Commitments to Better campaign, a multi-year public commitment to improving the health care experience for both providers and patients aimed at addressing and improving five key areas: easier access to care, better support, better value for customers and patients, accountability, and transparency.

Dr. Amy Flaster, chief medical officer at The Cigna Group, recently reflected on the company’s progress over the past year, what matters most to our patient and provider customers, and continued work in enhancing experiences and outcomes, in a Q&A with the company’s chief digital and analytics officer, Katya Andresen.

Support for providers

In practical terms, this work is showing up as fewer administrative hurdles, clearer information at critical moments, and easier access to human support when people need it most. Here are some of the provider-focused improvements we’ve made.

• The Cigna Group removed prior authorization requirements for 345 tests, procedures, and services over the last year – a 15% decrease in medical prior authorizations.
  
• Cigna Healthcare enhanced our provider web portal in Q4 2025 to support online submission of prior authorization requests. This allows providers to check PA requirements, submit requests, view PA status and add supporting documentation online – facilitating quicker PA decisions and reducing administrative burden.
  
• Cigna Healthcare also expanded high-touch prior authorization support through the development of a new post-care claims advocacy team for patients and providers navigating complex situations, including challenging prior authorization decisions or high cost, post-care claims – helping around 155,000 customers during 2025.

“From a physician’s perspective, staying anchored in the lived experience of patients – particularly during moments of vulnerability – will remain our most important north star as this work continues,” Flaster said.

Support for patients

Patient priorities during key moments in their health care journey include feeling understood and supported, being treated as an individual, having clear expectations for the next steps in their treatment plan, which is grounded in clinical expertise. This work has included:

• Accredo Smart Path helps identify patients with complex health needs earlier in their care journey, giving providers added support in addressing issues before they escalate. By bringing together clinical, pharmacy, case management and service teams for faster resolution, the program has helped reduce customer service escalations by 16% since launch.
  
• My Personal Champion offers additional support in complex situations that require an advocate, helping them better understand their benefits, review claims, access clinical support and connect to additional resources. For providers, that can mean better-supported patients and fewer barriers as they navigate care. The program has earned a 98% satisfaction rating among patients with Cigna Healthcare coverage.

• In June 2025, Cigna Healthcare launched a medical prior authorization status tracker in the myCigna digital app, giving patients clearer updates on decisions and next steps. That added transparency helps to support smoother communication during the prior authorization process. Cigna Healthcare has also streamlined processes to honor eligible prior authorizations from prior carriers, helping to reduce disruption and promote seamless access to care.
  
  Learn more about the company’s commitment to reducing complexity, driving transparency and easing accessibility for both providers and patients along with our industry peers, read “Simplifying and Reducing Prior Authorization with Industry Peers.”