Anthem Inc. (NYSE: ANTM) is deepening its commitment to digital health by investing heavily in artificial intelligence and virtual care capabilities. The insurer’s latest moves underscore a broader strategy to solidify virtual behavioral health delivery as a permanent part of its care model, even after the COVID-19 pandemic subsides. Executives believe the future of care will look very different from the past, with digital-first strategies playing a central role in how patients connect with providers.
“The way that care is going to be accessed here in the future is slightly different than how it has been accessed in the past,” Anthem CFO John Gallina said during the company’s Q3 earnings call. “It’s all about simplifying and improving the customer experience.”
Indianapolis-based Anthem is one of the largest health insurers in the United States, serving tens of millions of members across a variety of plans. The company also owns Beacon Health Options, a behavioral health organization that provides services to more than 36 million people nationwide. This scale gives Anthem a significant platform to accelerate digital care delivery and expand its influence in behavioral health.
Accelerating Digital Investments
While Anthem has been investing in digital health for years, its leadership team acknowledged that the COVID-19 pandemic created the urgency to push those initiatives forward more quickly. Gallina noted that more details about the insurer’s digital strategy will be unveiled during the company’s 2021 virtual investor day, but President and CEO Gail Boudreaux made clear that Anthem’s investment trajectory has already shifted.
“What we found is that there is an opportunity to accelerate those investments as a result of the increased adoption that we’ve seen over the course of the pandemic,” Boudreaux said. “Consumers are engaging with digital health resources in ways we couldn’t have imagined just a year ago.”
One of Anthem’s most visible collaborations during the pandemic was with Psych Hub, a digital platform that provides mental health education and resources. By partnering with Psych Hub, Anthem was able to quickly deliver tools for coping with stress, depression, anxiety, and other behavioral health challenges that skyrocketed during the pandemic. The resource hub is a joint effort with several leading organizations in the mental health field and has been widely accessed by Anthem’s members.
Boudreaux highlighted Psych Hub as an example of the kind of scalable, consumer-friendly digital initiative that Anthem plans to continue prioritizing. “We are seeing our consumers more actively engage with those assets,” she said, pointing to strong demand as a key reason the company is intensifying its digital spending.
Behavioral Health and the Rise of Telehealth
Among all the health care services delivered virtually, behavioral health stands out as a clear success story. Prior to COVID-19, telehealth made up only a small fraction of behavioral health encounters, with utilization in the low single digits. Since the onset of the pandemic, however, the numbers have soared. According to Boudreaux, telehealth now accounts for 40% to 50% of all behavioral health services provided to Anthem members.
That seismic shift demonstrates not only the viability of tele-behavioral care but also its importance in meeting consumer demand. Virtual platforms have allowed patients to maintain continuity of care even as in-person appointments became difficult or impossible due to social distancing measures. For behavioral health specifically, telehealth has provided an opportunity to reduce stigma, increase accessibility, and accommodate the schedules of individuals who may otherwise struggle to engage with treatment.
Anthem believes this trend will persist. Even as physical clinics and offices reopen, the convenience and accessibility of virtual care will keep patients coming back. Boudreaux emphasized that Anthem’s strategy is not limited to a short-term response but is part of a long-term vision for how health care delivery will evolve.
Implications for the Future of Care
Anthem’s continued investment in digital platforms signals a major shift in how large insurers view the future of health care. The traditional barriers that once slowed virtual adoption—such as reimbursement challenges, regulatory restrictions, and consumer hesitancy—have been significantly reduced during the pandemic. As a result, digital care has quickly moved from being a supplementary option to a core part of the health care experience.
For behavioral health providers, this shift represents both opportunities and challenges. On the one hand, partnering with insurers like Anthem can help providers expand their reach, serve more patients, and integrate digital tools into their care models. On the other hand, increased reliance on digital delivery requires investments in technology, staff training, and workflow adjustments to ensure quality care is maintained across virtual platforms.
Moreover, Anthem’s investments in artificial intelligence could shape the way providers interact with patients. AI has the potential to streamline administrative processes, identify risk factors earlier, and personalize treatment recommendations. For behavioral health in particular, AI-powered tools might help flag signs of depression, anxiety, or substance use disorder earlier, enabling faster intervention. While these technologies are still developing, Anthem’s commitment to expanding them suggests they will become an increasingly important part of the care landscape.
Looking Beyond the Pandemic
While some critics have raised concerns about whether the telehealth boom is sustainable, Anthem’s leadership has made it clear they see digital care as a long-term solution rather than a temporary fix. The insurer’s approach reflects a recognition that consumer expectations have permanently changed. Patients now want health care that is more accessible, more convenient, and better integrated into their daily lives.
For Anthem, investing in digital health is about more than technology; it is about reimagining the entire health care experience. By focusing on partnerships, scalability, and consumer engagement, the company aims to position itself as a leader in the next generation of care delivery. Behavioral health, which has seen some of the strongest virtual adoption rates, will remain a cornerstone of that strategy.
The Bigger Picture
Anthem’s moves also align with broader trends in the health care industry. Insurers across the board are increasing their focus on digital solutions, value-based care, and social determinants of health. The pandemic accelerated these changes by exposing the vulnerabilities of traditional care delivery models and demonstrating the effectiveness of virtual alternatives.
Still, challenges remain. Ensuring equitable access to virtual care is a major concern, particularly for patients in rural areas or those without reliable internet access. Additionally, providers must continue to navigate questions around reimbursement, privacy, and data security as digital platforms become more deeply integrated into care delivery. Anthem’s size and resources may help address some of these challenges, but the solutions will require collaboration across the entire health care ecosystem.
Conclusion
Anthem’s decision to accelerate its digital investments and double down on virtual behavioral health delivery reflects a fundamental transformation in health care. With telehealth now representing up to half of all behavioral health services for its members, the insurer is betting that virtual care will remain a preferred option well beyond the pandemic. By investing in artificial intelligence, partnering with platforms like Psych Hub, and focusing on consumer engagement, Anthem is laying the groundwork for a digital-first future.
For behavioral health providers, Anthem’s strategy offers both a roadmap and a challenge: embrace the opportunities of virtual care or risk being left behind. As the health care landscape continues to evolve, one thing is clear—digital delivery is no longer the future of behavioral health. It is the present, and Anthem is working to make sure it stays that way.
