Cigna (NYSE:CI), one of the nation’s largest health insurers, has long invested in virtual behavioral health care. The company first established its virtual care network in 2017, connecting thousands of behavioral health providers to deliver care remotely. Over the following years, Cigna gradually expanded its virtual behavioral health coverage, laying the foundation for a more accessible, technology-driven model. The COVID-19 pandemic, however, accelerated these efforts dramatically.
COVID-19 as a Catalyst for Virtual Behavioral Health
The coronavirus pandemic highlighted the urgent need for accessible, remote behavioral health services. Beginning in March 2020, Cigna expanded virtual behavioral health coverage, partnered with new digital providers, and introduced no-cost virtual behavioral services to its 2021 Medicare Advantage (MA) plans. According to Eva Borden, managing director for Behavioral Health at Cigna, many of these changes will remain permanent post-pandemic.
“The [changes] that will be long-lasting are the pieces that really focus on enabling access to care quickly,” Borden said. “The ability to have access to virtual care will not change. We will continue to have that and accelerate it.” Cigna’s ongoing objective is to improve beneficiaries’ access to behavioral health services through new delivery methods that supplement existing care.
Expanding Access Through Technology
Cigna’s future vision for virtual care is multi-faceted. “It’s access to virtual care and video. It’s access to being able to engage digitally, whether on an app or text therapy or other forms. I anticipate that we will continue to advance in these spaces,” Borden said. Over the past seven months, Cigna has implemented several significant initiatives to enhance access to care.
The insurer expanded tele-behavioral coverage, removed cost-sharing for all behavioral health visits, and launched a fast-access network to ensure patients can schedule appointments within five days. Additionally, Cigna broadened its centers of excellence for behavioral health programs. These initiatives aim to eliminate traditional barriers to care, such as wait times, high costs, and logistical challenges.
Strategic Partnerships With Digital Providers
Cigna has partnered with a variety of digital behavioral health companies to increase accessibility and convenience. For example, the insurer invested in Ginger, a virtual care system that provides text- and video-based behavioral health services. In May 2020, Cigna partnered with Talkspace, enabling 14 million employer-sponsored plan members to communicate with licensed therapists via text or video.
Other partnerships include Meru Health, MAP Health Management, and NOCD, providing patients with virtual access to treatment for anxiety, depression, and substance use disorders. These collaborations are designed to complement—not replace—Cigna’s existing provider network. “We already know that only a fraction of the people who have behavioral health needs [get] care. So … how can we open up as much access and availability as possible so that everyone who has need can get access to care quickly?” Borden explained.
Value-Based Care Opportunities
Beyond expanding access, telehealth offers an opportunity to measure behavioral health outcomes more effectively. This, in turn, opens the door for value-based care partnerships. When asked about expanding value-based agreements in behavioral health, Borden confirmed Cigna’s interest.
However, Cigna prioritizes quality over quantity. The company seeks partnerships with providers willing to accept risk, adhere to reporting requirements, and transparently evaluate quality measures. “The ability to share information effectively and a level of trust that we’re there to drive affordability and quality,” Borden said, is essential to these partnerships. While the insurer did not disclose the number of providers in value-based agreements, it emphasized that these collaborations focus on outcomes and accountability.
Medicare Advantage Enhancements
Cigna is also expanding behavioral health access for its Medicare Advantage members. Beginning in 2021, MA members will have access to no-cost telebehavioral health services, addressing the mental health challenges many older adults face during the pandemic. Isolation, loss of loved ones, and chronic health conditions have increased stress and depression among seniors. Aparna Abburi, president of Cigna’s MA business, noted that virtual services are particularly important for this population, helping to maintain mental well-being and prevent worsening health outcomes.
Evernorth Digital Health Formulary
Cigna’s health services segment, Evernorth, has introduced a digital health formulary modeled after Express Scripts’ medication formulary. The platform allows employers and health plans to access vetted digital health solutions efficiently, saving significant administrative costs. Each digital solution is contracted directly through Evernorth, providing turnkey access to secure and effective services.
A recent addition to the formulary is Quit Genius, a digital addiction solution designed to support nicotine cessation. The inclusion of evidence-based digital health tools like Quit Genius demonstrates Cigna’s commitment to leveraging technology for comprehensive behavioral health support. Evernorth continues to evaluate new solutions to expand its offerings in the behavioral health space.
Long-Term Vision for Virtual Behavioral Health
Cigna’s ongoing investment in virtual care reflects a commitment to making behavioral health services accessible, timely, and patient-centered. By combining partnerships with technology providers, no-cost telehealth options, and value-based agreements, Cigna is working to reduce barriers to care while maintaining high-quality outcomes.
The insurer’s efforts are not only a response to the pandemic but also part of a broader strategy to modernize behavioral health care. Virtual care enables patients to receive timely interventions, reduces missed appointments, and supports continuity of care across diverse populations.
Addressing the Unmet Needs
Despite increased awareness of behavioral health challenges, many individuals still face barriers to treatment, including cost, stigma, and limited provider availability. Cigna’s virtual care initiatives are designed to address these gaps by offering accessible, flexible, and affordable options. Early intervention via virtual platforms can prevent conditions from worsening, reduce healthcare costs, and improve overall patient outcomes.
Conclusion
Cigna’s expansion of virtual behavioral health care demonstrates a significant shift in the healthcare landscape. Through partnerships with digital providers, enhancements to Medicare Advantage plans, and value-based agreements, the insurer is making behavioral health services more accessible and effective than ever before.
Eva Borden emphasized that the long-term focus is on improving access and ensuring patients receive timely care. “The ability to have access to virtual care will not change. We will continue to have that and accelerate it,” she said. Cigna’s approach combines technology, collaboration, and patient-centered strategies to create a comprehensive, flexible, and sustainable model for behavioral health care.
As virtual care continues to evolve post-pandemic, Cigna’s initiatives serve as a blueprint for how health insurers can leverage technology to improve access, outcomes, and affordability in behavioral health. By expanding telebehavioral services, partnering with digital providers, and focusing on value-based care, Cigna is helping ensure that more patients can access the care they need, when they need it, in a safe and effective manner.
