Cigna (CI, Financials) is implementing a long-term initiative aimed at streamlining healthcare access, improving customer support, and enhancing transparency. The company outlined key structural and leadership changes in its latest statement, emphasizing a renewed focus on accountability.

As part of this initiative, Cigna will link executive incentives to customer satisfaction metrics. Additionally, starting in 2026, the company will publish an annual Customer Transparency Report to track performance metrics, including issue resolution rates. Cigna Healthcare is broadening its patient advocacy team to assist individuals with complex medical conditions while introducing digital tools to simplify prior authorization requests. Evernorth Health Services is revising its pricing framework to ensure patients benefit from pre-negotiated discounts rather than paying the full listed price of medications.

The Office of Excellence and Transformation has been established to oversee these efforts. Chris DeRosa will manage day-to-day execution under the guidance of Dr. David Brailer. The company expects its Medicare business transition with Health Care Service Corporation to finalize in the first quarter. Cigna serves approximately 182 million customers across more than 30 markets worldwide.