Bloomfield-based Cigna Healthcare is expanding artificial intelligence (AI)-enabled care management programs to help customers with complex or chronic health conditions connect with clinicians earlier and reduce costs.

The initiative applies predictive analytics to identify customers who could benefit from earlier support, extending personalized guidance to 20% more people managing complex or chronic conditions, including cancer, heart disease, kidney disease, high-risk pregnancy and behavioral health needs. More than 1,250 clinicians, including nurses and behavioral health specialists, help coordinate care and connect customers to resources, reducing costs for engaged customers by $2,000 per year on average and an estimated $200 million over three years.

Company leadership tied the update to broader industry pressures. Bryan Holgerson, President, Cigna Healthcare U.S. and Executive Vice President, Customer Health Outcomes, The Cigna Group, said, "As costs for hospital care, emergency services, and prescription drugs continue to rise, we are investing in tools and clinical programs that help customers avoid unnecessary hospitalizations, better manage chronic conditions, and reduce the likelihood of more serious and expensive health events later. By combining predictive analytics, AI-enabled capabilities, and clinical expertise, we can identify health needs earlier and connect more customers with personalized support when it has the greatest impact."

Care management outcomes include a 95% satisfaction rate among surveyed customers and a 42% reduction in avoidable inpatient stays for those who engage early. Predictive models also enabled earlier identification of likely breast, colorectal and lung cancer diagnoses, while 72% of customers connected to high-quality behavioral health providers achieved clinically meaningful improvement in depression symptoms.

"Health care can be difficult to navigate, especially when someone is facing a new diagnosis or complex condition. Our goal is to make it easier for customers to connect with an experienced Cigna Healthcare clinician who can help them understand their options and make the most of the support available through their health plan," said Dr. Stanley Crittenden, Chief Medical Officer, Cigna Healthcare. "With earlier guidance, we can help customers get the right care at the right time and avoid more serious and costly health complications."