Cigna's vision for an empowered health care system is one that supports and engages stakeholders such as employees, client employers, customers, physicians, government, community groups, and others to maximize health and well-being. Our relationships with stakeholders help us to better understand what's most important to them and how to work together towards the goal of bringing positive changes to health care systems.
At Cigna, we identify our stakeholders as those who have a vested interest in the organization as well as those who have other relationships with the organization.
How We Execute and Engage
We aim to foster active, transparent, and value-added engagement methods with our key stakeholders:
- CEO-hosted quarterly Town Hall meetings
- Senior management-hosted quarterly business area town halls
- Active and dedicated Diversity & Inclusion Colleague Resource Groups (Women, African-American/Black, Asian/South-Asian, Hispanic/Latino, LGBT & Allies, People with Different Abilities, Veterans, Multigenerational, and Virtual Employee)
- Employee pulse surveys and regular manager check-ins
- Socially collaborative digital workplace
- 24/7 ethics help line
- Employee Relations Speak Easy Program
- Cigna TV and Good Morning, Cigna
- Health and wellness programs for their employees
- Tools to allow customers and clients to have the ability to compare effectiveness of treatments, procedures, drugs, and medical devices
- Client Forums on meaningful business and health care topics
- Healthy equity programs for employer clients focused on addressing social determinants of heath and eliminating health disparities that may impact their employee populations
- Cigna One Guide® provides personalized service, increasing health engagement by making it easier for customers to connect with, and use, their health plan benefits and resources, such as a family health care provider team, and health and wellness rewards programs
- 24/7 customer service call centers and health information line with access to nurses, nutritionists, educators, and health care specialists
- myCigna® and the myCigna® app allow customers to find care and cost, view claims, manage spending accounts, and receive notifications about their plan
- Disaster Resource Center to find updated benefit information and helpful resources when a natural disaster, extreme weather, or other type of tragedy strikes
- Go, Know, Take Control campaign launched a new element of the campaign in 2018 encouraging customers to call or text to Cigna’s TV Doctors at 1-833-PAGE-DOC [1 (833) 724-3362]. In their response, the campaign stars, Patrick Dempsey, Donald Faison, Neil Patrick Harris, and Kate Walsh emphasized the importance of preventive care.
- At the end of 2018, the Go, Know, take Control campaign evolved to champion a whole person approach to health and well-being that brings together three cultural icons, Queen Latifah, Nick Jonas, and Ted Danson, to encourage everyone to schedule their annual check-up and talk openly and honestly with their health care providers about how they are feeling, physically and emotionally.
- Net Promoter Score Survey
- Social Media Channels (Facebook, Twitter, Instagram, and YouTube)
- Instituting information and communicating information on nationally recognized, comparable, and measurable standards that provide transparency into quality and costs
- Online tools improve productivity and reduce administrative burden
- Cultural competency training to physicians
- Quarterly newsletters
- Cigna for Health Care Provider website, CignaforHCP.com, featuring information, tools, and resources providers can use to support the day-to-day needs of their offices
- Pharmacy outreach programs provide information about patients’ pharmaceutical treatment patterns and options. These programs can help provider improve outcomes and avoid unintended drug consequences
- Cigna Foundation grants support non-profit partners and offer the knowledge, resources, and expertise of Cigna’s professionals to help people overcome barriers to their health and well-being related to factors such as ethnicity, race, gender, age, education, economic status, or place of residence
- Cigna leaders serving on boards on local and national-level multicultural nonprofit organizations across the country
- Community service focused employee volunteerism programs, including projects where employees provide skilled-based volunteerism, to help improve the health of our local communities
- Cross-country Health Improvement Tour to bring free health screenings to communities nationwide so people can learn their blood pressure, cholesterol, blood sugar, and body mass index and take control of their health
- Veteran Support Line is a toll-free number, 1 (855) 244-6211, available 24/7/365 days a year for veterans and their families--regardless of whether or not they are a Cigna customer. The line is offered to help service members through personal issues and provide guidance on services and resources for pain management, substance use counseling and treatment, financial issues, food, clothing, housing, safety, transportation, parenting and child care, aging services, health insurance, legal assistance, and more.
- Employee-led GreenSTEPS team to manage local environmental projects
- Supplier Mentor-Protégé and Open Call Fridays program for diverse businesses
- Supplier Code of Ethics
- Annual Report, Proxy Statement, SEC filings, and investor presentations on the Investor Relations section of our website
- Annual CDP Climate Change Information Request response
- Annual Shareholder’s Meeting
- ESG surveys from investor rating organizations
- Ongoing outreach and engagement with shareholders by management and the investor relations and corporate secretary teams
- Industry association participation
- Public policy forums
- Transparency on political contributions
- Online newsroom
- Social Media Channels (Facebook, Twitter, Instagram, and YouTube)
- Desk-side briefings
- Primary market research
"Health Is Everyone's Business"
In 2015, Cigna Corporation became the first health insurer to join the United Nations Global Compact. Cigna has also joined the United Nations Global Compact's action platform: Health is Everyone's Business, which is a coalition of leading businesses, the UN, academic and civil society partners, that is working to develop a global business agenda the make “good health for all” a corporate goal. This work further supports UN Sustainable Development Goal 3 to "ensure healthy lives and promote well-being for all at all ages."
Envisioning the Future of Health
When Cigna first began its journey to develop a comprehensive corporate responsibility platform, we engaged a third-party organization to conduct a formal stakeholder assessment. This initial stakeholder assessment including targeted interviews and production of our first-ever materiality matrix. As an outcome of this stakeholder assessment, we developed our CR platform, Cigna Connects, which is centered on our opportunity to bring our expertise and resources to work towards a healthier environment and removing barriers to achieving one's best health.
In 2018, we re-engaged our stakeholders to help chart the future course of our Cigna Connects platform. In 2018, we conducted a robust, multi-stakeholder engagement exercise. Over a 6-month period, we conducted interviews with Cigna's business leaders, clients, and thought leaders. We also held employee focus groups at our corporate headquarters and 2 of our larger office locations. Additionally, we distributed surveys to the Cigna Connects Corporate Responsibility Governance Council, Cigna Foundation Board of Directors, and World of Difference grant recipients.
Cigna's 2018 multi-dimensional stakeholder assessment validated that our targeted Cigna Connects strategy to support health, the environment, and inclusive growth is directionally appropriate. Some of our emerging strategies, notably our focus on mental health and deepening community impacts in local markets, were also separately recommended by stakeholders. Through our focus groups, were also inspired but not surprised by our employees' collective passion for wanting to do more to positively impact communities. We now have concrete marching orders as to how we can further empower employees to serve communities in support of our mission and values.
The stakeholder assessment also revealed opportunities where we can go deeper and drive even greater impact in alignment with our mission, scale, and the industry we serve. As we begin to develop the blueprints for the next decade of our Cigna Connects platform, the stakeholder assessment will serve as an invaluable guide toward the development of future goals, objectives, and targets.
Invitation for Dialogue
We hope this report will continue to enhance lines of communication with our stakeholders–creating opportunities to better respond to emerging areas of interest and further add value. Please connect with us to share your thoughts or questions at cignaconnects@cigna.com.
Disclaimer: The report covers calendar year 2018 and unless otherwise noted, excludes the combination with Express Scripts, which closed on December 20, 2018.