The COVID-19 pandemic dramatically reshaped the behavioral health landscape, pushing telehealth to the forefront of mental health care. When the coronavirus hit the U.S., private and public payers rapidly expanded telehealth coverage, making it easier than ever for patients to access behavioral health services. As a result, over 80% of behavioral health organizations used telehealth for the first time during the pandemic, according to a recent survey by digital solutions provider Tridiuum. The majority of providers plan to continue offering virtual services post-pandemic, but their ability to do so largely depends on payers. Among insurance leaders, Cigna (NYSE:CI) has signaled a strong commitment to maintaining tele-behavioral health coverage at scale.
Accelerated Telehealth Adoption
Doug Nemecek, Chief Medical Officer of Behavioral Health at Cigna, emphasized the accelerated adoption of telehealth during a webinar hosted by the Health Care Council of Chicago. “Even before COVID, we saw the potential that telehealth has, and the COVID pandemic has just accelerated the transition,” Nemecek said. He noted that behavioral health is inherently well-suited for telehealth and expects that large numbers of behavioral health services will continue to be delivered virtually post-pandemic. The conversation highlighted the importance of addressing the complex behavioral health needs of patients during the ongoing public health crisis.
Behavioral Health Demand Surges
The pandemic has exacerbated mental health conditions and substance use disorders (SUDs) nationwide. A Kaiser Family Foundation study found that nearly half of all Americans report a negative impact on their mental health due to COVID-19. Cigna’s own data further illustrate the surge in demand: its home delivery pharmacy, Express Scripts, recorded a 34% increase in anti-anxiety prescriptions, a 19% increase in antidepressant prescriptions, and a 15% increase in sleep medication prescriptions during the first month of the pandemic. These trends underscore the growing need for accessible behavioral health care and validate Cigna’s expanded virtual offerings.
Expanding Access Through Telehealth
Cigna has leveraged telehealth to provide comprehensive access to behavioral health services. Today, approximately 40,000 providers in Cigna’s behavioral network are equipped to offer virtual care. The insurer has eliminated cost-sharing for all behavioral health visits, whether delivered in-person or virtually, ensuring that financial barriers do not hinder access. Additionally, Cigna implemented a fast access network, guaranteeing members an appointment—virtual or in-person—within five days of seeking care.
The insurer has also partnered with digital platforms such as Talkspace, a text-based therapy service, which Cigna integrated into its network in May 2020. “We’ve already had over 5,000 Cigna customers sign up, register, and start receiving care and support through the Talkspace platform,” Nemecek said. The inclusion of such digital tools allows Cigna to expand behavioral health access efficiently while meeting members’ diverse needs.
Centers of Excellence and Specialized Care
Beyond telehealth, Cigna has strengthened its behavioral health infrastructure through centers of excellence programs. These programs help members find highly qualified providers for mental health and substance use conditions in their local area. During the pandemic, Cigna launched a specialized centers of excellence program focused on eating disorders to better serve members with unique treatment needs. The organization has also developed resources specifically for frontline workers, including mindfulness programs and online support tools. “We’re actually the first national health plan that is in the process of developing a certified treatment network for providers that is specific to taking care of health care providers and first responders,” Nemecek said.
Positive Utilization Trends
Despite a general dip in medical service utilization during the pandemic, behavioral health services experienced growth among Cigna members. The insurer observed that more individuals accessed mental health and substance use care compared to pre-pandemic levels. Nemecek noted that this trend is expected to continue throughout the year, potentially establishing a new baseline for behavioral health utilization even after the pandemic subsides.
Planning for Long-Term Virtual Care
While the immediate response to COVID-19 necessitated rapid expansion of virtual services, Cigna is actively planning for a sustainable tele-behavioral health model. Cathy Dimou, a Midwest market medical executive at Cigna, emphasized the importance of making virtual care effective and sustainable. “Normally, we take years in medicine to make these changes, but we really ripped off the bandaid with COVID,” Dimou said. Cigna’s goal is to leverage the momentum gained during the pandemic to establish a long-term framework for virtual care, ensuring high-quality, accessible behavioral health services for its members.
Lessons from the Pandemic
The pandemic highlighted several key insights for behavioral health care delivery. First, telehealth can rapidly scale to meet increasing demand without compromising care quality. Second, financial and logistical barriers, such as cost-sharing and appointment delays, can be effectively mitigated through policy and operational adjustments. Third, the integration of digital platforms and specialized programs can expand access and better address members’ unique mental health needs.
The Future of Tele-Behavioral Health
Cigna’s experience during the COVID-19 pandemic demonstrates that tele-behavioral health is not just a temporary solution but a viable, long-term model for delivering care. The insurer expects that virtual care will continue to play a significant role in behavioral health services, even as in-person care becomes more feasible. By combining a robust provider network, digital tools, and innovative programs, Cigna is positioning itself to meet the evolving needs of its members.
Conclusion
The COVID-19 pandemic has accelerated the adoption of telehealth in behavioral health, creating opportunities for insurers and providers to rethink traditional care delivery models. Cigna’s proactive approach, led by CMO Doug Nemecek, underscores the importance of maintaining virtual care options post-pandemic. Through expanded provider networks, digital partnerships, centers of excellence, and specialized support for frontline workers, Cigna has significantly increased access to mental health and substance use care.
As the behavioral health landscape continues to evolve, insurers like Cigna are demonstrating that telehealth can be a sustainable, effective, and scalable solution. By integrating virtual services with innovative care models and ongoing support programs, Cigna is setting a standard for the future of behavioral health care, ensuring that patients can receive timely, high-quality care regardless of circumstances.
The lessons learned during the pandemic will likely inform the long-term strategy for behavioral health delivery, and Cigna’s leadership illustrates how a national insurer can leverage technology, policy adjustments, and strategic partnerships to meet the growing demand for mental health services in the U.S.
Behavioral health, once constrained by geographic and logistical barriers, is poised for a new era of accessibility, and Cigna’s commitment to virtual care ensures that the lessons of COVID-19 will lead to lasting improvements in patient care.
