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February 3, 2025

The Cigna Group links executive pay to customer satisfaction

PHOTO | COSTAR Cigna headquarters in Bloomfield.

Bloomfield-based health insurance company The Cigna Group on Monday announced a new, multiyear effort to improve customer satisfaction that in part ties executive compensation to the results.

“The health care system in America needs to be better, and we have challenged ourselves to help lead and drive systemic change,” said David M. Cordani, chairman and CEO of The Cigna Group.

Cigna said it has established five areas of focus and taken several specific actions to improve the value it provides to its millions of customers. These include: 

  • Providing easier access to care by making its processes simpler, easier and faster.
  • Better supporting customers by providing more resources to navigate the healthcare system.
  • Offering better value for its customers. 
  • Implementing governance processes to ensure positive changes, and
  • Openly sharing how it is continuously improving.

Cigna said that, in order to ensure alignment in priorities and greater accountability, it will tie its leaders’ compensation to improving customer satisfaction.

Cigna Healthcare announced it is taking the following specific actions:

  • Expanding its team of advocates who support customers and patients with the most challenging or complex conditions, such as cancer. The advocates will help more patients navigate every stage of their care and treatment.
  • Investing resources to help more customers and patients quickly resolve administrative needs with prior authorization and post-care claims.
  • Introducing an “enhanced digital status tracker” patients can use for prior authorization updates, and
  • Encouraging physicians to communicate electronically about prior authorizations and claims through Cigna Healthcare’s digital provider portal to expedite approvals and reduce error.

In addition, starting in early 2026, The Cigna Group said it will publish an annual customer transparency report to make its progress toward its commitments clear. The report will include information about how the company facilitates customer care, including details about its services and resolution statistics.

As part of its broader effort, The Cigna Group also committed to providing an annual personalized summary to customers about how they benefit directly from the discounted prices negotiated by Express Scripts, while also providing an annual standardized report to plan sponsors disclosing costs and pharmacy claim-level reporting.

To support the effort, The Cigna Group has created the office of excellence and transformation. The office will work to shape the company’s response to improving the health of its customers and to ensure accountability.

The office will be overseen by Dr. David Brailer, Cigna’s executive vice president and chief health officer. Also, Chris DeRosa will assume a new role leading the office, reporting to Brailer. DeRosa, who currently serves as president, U.S. Government, for Cigna Healthcare, will continue to oversee the company’s Medicare businesses through its sale to HCSC, which is expected to close in the first quarter.

“We are committed to implementing tangible actions across our company to help drive better health outcomes and health care experiences,” Cordani said.

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