Cigna to implement hi-tech approach to customer support

Cigna's new approach to customer service will be both hi-tech and hi-touch. | File photo

Cigna will be implementing an integrated hi-tech/hi-touch approach when it comes to the support and service of its customers.

The announcement comes amid other service providers automating, offshoring and dumbing down their capabilities.

“As health care continues to become more complicated and more expensive, we need to up our game beyond our already industry-leading 24/7/365 service, and further leverage our technology, analytics and people skills to deliver a next-level customer experience,” Cigna Vice President Joan Harvey said.

One Guide access will be given to 1.2 million customers of Cigna commercial health beginning Jan. 1. The features of One Guide include guided consultations over the phone, mobile app and “Click-to-Chat” when it comes to the customers choosing their benefits.

“Cigna One Guide transcends what many people have come to expect from the health insurance industry,” Harvey said. “At the center of One Guide is the customers’ relationship with specially trained, knowledgeable and empathetic advisors who are there for you during the moments that matter -- whether it’s when your choosing your plan, looking to improve your health and health care costs, or working your way back to health.”

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Cigna 900 Cottage Grove Rd Bloomfield, CT 06002-2920