Rudy Lai
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rudyl.aiAI market researchALPHA

AI @ Cigna

Insurance and pharmacy benefits manager
Industry
Last updated
July 3, 2025 at 10:44 AM

Summary

  • Cigna has progressively adopted AI technologies from 2019 through 2025, evolving from using AI to monitor medication adherence and improve patient outcomes to launching advanced generative AI-powered virtual assistants and personalized digital tools in 2025 that enhance customer experience and operational efficiency with high user engagement.
  • Despite advancements, Cigna has faced significant challenges and controversies, notably in 2023 and 2025 with lawsuits alleging algorithmic claim denials and criticisms over AI's fairness and transparency in claims processing, prompting a strong focus on ethical AI governance and careful deployment strategies.
  • By mid-2025, Cigna expanded AI integration into healthcare insurance operations beyond customer interaction, including nationwide coverage approvals for AI-driven radiology and cardiovascular imaging products, reflecting a strategic effort to leverage AI in clinical validation and reimbursement policies while balancing industry pushback.

VIBE METER

More AI announcements = more VIBE
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6 AI Use Cases at Cigna

Medical Imaging
2025
Traditional
Generative
Agentic
Outcome
Cigna covers AI-powered medical imaging solutions nationwide, such as CT imaging and cardiovascular diagnostics, supporting earlier and more accurate disease phenotyping for better care management. [1][2]
Virtual Assistance
2025
Customer Facing
Traditional
Generative
Agentic
Outcome
Cigna launched a generative AI-powered virtual assistant to provide personalized, conversational responses to customer inquiries about benefits, claims, and care options, improving engagement and simplifying health insurance interactions. [1][2]
Provider Matching
2025
Customer Facing
Traditional
Generative
Agentic
Outcome
Using AI-driven personalized provider matching tools, Cigna helps members identify suitable healthcare providers based on their health needs and preferences, thereby improving decision-making and outcomes. [1][2]
Claims Processing
2023
Traditional
Generative
Agentic
Outcome
Costs
Cigna employs AI-driven algorithms and rules-based systems to automate claims assessment and payment decisions, aiming to improve operational efficiency and reduce processing costs, though it has raised concerns about fairness and transparency. [1][2]
Recruitment Automation
2023
Traditional
Generative
Agentic
Outcome
Costs
Cigna revamped its internal recruiting system using AI to improve talent visibility, internal mobility, and hiring efficiency within the company workforce. [1]
Medication Adherence
2019
Traditional
Generative
Agentic
Outcome
Cigna utilizes AI algorithms to monitor patient medication adherence by identifying gaps or non-compliance in chronic disease treatment plans, enabling early intervention to improve health outcomes. [1]

Timeline

2025 Q4: no updates

2025 Q3

3 updates

Cigna expanded AI adoption to cover reimbursement of AI-driven CT imaging and cardiovascular diagnostic software nationwide while facing industry criticism over new AI reimbursement policies.

2025 Q2

3 updates

Cigna launched an industry-leading generative AI-powered virtual assistant and related digital tools within its myCigna portal, achieving high proactive user engagement (67%) and over 80% helpfulness ratings, aimed at simplifying health insurance use and improving customer experience.

2025 Q1

1 updates

Legal scrutiny continues with class action lawsuits accusing Cigna of wrongful claim rejections using AI algorithms.

2024 Q4: no updates

2024 Q3

1 updates

Cigna’s AI Center of Enablement emphasized ethical AI practices with systemic controls while implementing AI solutions in pharmacy management and reducing administrative burdens in healthcare.

2024 Q2: no updates

2024 Q1

1 updates

Cigna utilized AI for enhancing customer service and predictive risk analytics to personalize healthcare delivery and support risk management.

2023 Q4

2 updates

Cigna continued improving operational efficiency using AI for claim payouts and predictive analytics, while facing legal scrutiny over AI's role in claim denials.

2023 Q3

3 updates

Cigna faced federal class action lawsuits over AI-based claims denials, sparking a debate over ethical AI use; concurrently, it advanced AI in internal recruiting and patient care with a focus on ethical governance.

2023 Q2: no updates

2023 Q1: no updates

2022 Q4: no updates

2022 Q3: no updates

2022 Q2: no updates

2022 Q1: no updates

2021 Q4: no updates

2021 Q3

1 updates

Cigna utilized data and AI to enhance patient outcomes by improving risk stratification and personalized healthcare interventions.

2021 Q2: no updates

2021 Q1: no updates

2020 Q4: no updates

2020 Q3: no updates

2020 Q2: no updates

2020 Q1: no updates

2019 Q4

1 updates

Cigna expanded AI applications to identify gaps in treatment by monitoring if patients were taking their medications, aiming to improve chronic disease management.

2019 Q3

1 updates

Cigna began leveraging AI to address critical healthcare challenges, focusing on medication adherence and chronic disease management to improve treatment outcomes.