Cigna links executive pay to customer satisfaction: 5 notes

The Cigna Group will tie executive pay to customer satisfaction as part of an initiative to improve members' experiences. 

According to a Feb. 3 news release, the company will tie leaders' compensation to improving satisfaction to "ensure alignment in priorities and greater accountability." 

The change is part of a larger initiative to improve transparency and accountability at the Cigna Group, according to its executives. The push comes after the fatal shooting of UnitedHealthcare CEO Brian Thompson. The slaying unleashed a wave of vitriol against health insurers, often centered on delayed or denied care. 

Mr. Thompson's death "challenged us to even more intensely listen to the public narrative about our industry," Cigna CEO David Cordani said on a Jan. 30 earnings call. 

Here are five things to know: 

  1. The Cigna Group will create an Office of Excellence and Transformation to oversee its efforts to improve customer satisfaction. David Brailer, MD, the company's chief health officer, will have oversight of the office, according to the news release. Chris DeRosa, Cigna Healthcare's president of government services, will lead the office. Mr. DeRosa will continue to oversee the company's Medicare business through the close of its sale to Health Care Service Corp. 

  2. Cigna will publish an annual transparency report beginning in 2026. 

  3. In the company's insurance segment, Cigna plans to increase the number of concierges to assist providers and members with prior authorization and improve care navigation for complex conditions. 

  4. In February, Cigna announced plans to prevent patients from paying the full list price for drugs negotiated by its PBM, Express Scripts. 

  5. Cigna expects to spend up to $150 million on customer satisfaction initiatives in 2025, according to CFO Brian Evanko. 

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