Case Study: Encouraging Everyone to Take Control of Their Physical and Emotional Health through a Cigna Ventures Partnership

We continue to build on our preventive care efforts and the Go. Know. Take Control.® Campaign (encouraging patients to get an annual check-up and learn their four health numbers: blood pressure, cholesterol, blood sugar, and body mass index) by harnessing our Cigna Ventures partnership with MDLIVE. Since 2013, Cigna has partnered with MDLIVE®. Together, we have expanded virtual urgent care for 14 million customers enrolled in employer-sponsored plans – translating to higher satisfaction and lower costs. A study of 20,000 Cigna customers who used MDLIVE (compared with non-virtual care users) showed:

  • 17% lower total medical costs
  • 36% net reduction in emergency department use per 1,000 individuals
  • 45% higher use of generic medications
  • Higher net promoter (NPS) score of 81.1 among Cigna customers who used the service

In 2020, we expanded our behavioral health offerings through MDLIVE to help increase customer access to mental well-being treatment for conditions such as anxiety, stress, and depression. We also expanded our medical virtual care to include primary care services, starting with wellness screenings, in collaboration with MDLIVE. During the COVID-19 pandemic, the services offered by MDLIVE have been invaluable for patients, health care providers, and health care systems.

Beginning in the second quarter of 2020, Cigna also plans to give eligible customers the option of conducting a wellness screening with a primary care provider using video or phone. The screening will include a review of biometric and lab results, such as blood pressure and cholesterol, and a behavioral health assessment. As a preventive care service, there are no out-of-pocket costs for the customer associated with MDLIVE.

Person on a virtual care appointment