Cigna Introduces Performance-Based Reform to Improve Transparency and Access to Care

In a bid to improve health care accessibility and rebuild public trust, Cigna announced a sweeping plan designed to enhance affordability and patient experience. Among the key reforms is a decision to tie executive compensation to customer satisfaction metrics, specifically the company’s net promoter score (NPS), a measure of loyalty and satisfaction.

The Connecticut-based insurer detailed these changes on February 3, 2025, emphasizing its commitment to better care delivery and customer engagement. During a recent investor call, Cigna CEO David Cordani acknowledged that the company must intensify efforts to address concerns around access and transparency in health care. “We know that more can be done within our health plan offering,” Cordani stated.

One of the most significant changes involves tying executive bonuses to NPS performance. Cigna disclosed that performance-based benchmarks already account for the vast majority of its CEO's compensation. In 2023, Cordani earned a $1.5 million base salary and an additional $19.6 million based on the company’s performance.

Cigna did not specify exactly how NPS will be integrated into compensation decisions but confirmed that thousands of senior leaders across the organization will be affected by this initiative.

Cigna's plan includes hiring additional care navigation specialists for patients with complex medical conditions, such as cancer. These experts will assist members in coordinating care and resolving administrative barriers, including claims and prior authorization requests. The company also plans to enhance its digital tools for health care providers, streamlining communication to reduce administrative delays.

Additionally, Cigna intends to launch a more robust tracking system that will allow patients to monitor the status of their prior authorization requests in real time.

Starting next year, Cigna will publish an annual transparency report that will include data on prior authorizations, appeals, denials, overturn rates, and turnaround times for care requests. The report is part of a broader push to provide members and stakeholders with a clearer view of the insurer’s business practices and service performance.

Cigna executives noted that the company has set aside up to $150 million for these efforts in 2025. Cigna's stock rose modestly following the announcement, reflecting investor optimism about the company’s ability to navigate ongoing challenges and improve customer satisfaction. The insurer joins competitors such as UnitedHealthcare and Elevance in promising industry-wide reform, though Cigna is the first to provide detailed next steps.

“The past several weeks have further challenged us to even more intensely listen to the public narrative about our industry,” Cordani said.

Reference

Pifer R. Cigna to tie executive compensation to customer satisfaction. Healthcare Dive. February 3, 2025. Accessed February 5, 2025. https://www.healthcaredive.com/news/cigna-tie-executive-compensation-customer-satisfaction/739028/