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Impact
Commitments
Commitments
We’re not just making commitments, we’re taking action.
We're making these commitments today, out loud and in public. We don't 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 healthcare system that needs changing for the better. We're determined to lead that change, for the health and vitality of those we serve.
Five Commitments
“And we recognize that the way we will get trust back is not through our words. It's not even through our actions. It's through the results that people will see.”
To guide us on our multi-year journey, we have established five commitments that we promise to address and improve upon under the leadership of Chief Health Officer Dr. David Brailer (Length: 00:02:08).
Our Commitments to Better
We’re committed to real action and have established five commitments that we promise to address and improve upon. Click on an arrow below to learn more about the actions we're taking or download our commitments.
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 customers and patients, we're:
- Action: Investing resources to help more of our customers and patients quickly resolve administrative issues with prior authorization and post-care claims
- Action: Introducing an enhanced digital status tracker to improve and accelerate prior authorization updates for patients
- Action: Encouraging physicians to communicate with us electronically through our digital portal to expedite approvals and reduce errors
Better Support
We commit to providing our customers and patients with enhanced support and resources to navigate the healthcare system with greater ease and peace of mind.
- Action: We'll 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.
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 ServicesSM, works to lower those prices. Through our negotiations with drug manufacturers, approximately 80% of our pharmacy benefit customers still spend less than $100/year out-of-pocket for their prescriptions.
- Action: To help lower costs for more of our Express Scripts customers, we'll ensure that the savings we generate on prescription drugs translates into an even lower price at the pharmacy.
- Action: We'll also provide a personalized year-end pharmacy benefit statement to our Express Scripts customers, detailing their annual benefit savings.
Accountability
We will stand behind our commitments to our customers and patients.
- Action: To ensure our priorities are unmistakably aligned, we're tying our leader compensation to improving the satisfaction of our customers and patients.
Transparency
We commit to provide public information on how we are continuously improving to serve our customers better.
- Action: We'll publish an annual Customer Transparency Report that will detail the progress we're 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. We recognize this will take time and definitive action, not just promises or talk, but we believe it's well worth the journey. The healthcare of our customers and patients is too important to be met by anything less.
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