The health insurance giant Cigna (NYSE:CI) is signaling a fundamental shift in behavioral health care delivery. What began as a pandemic-driven necessity has now evolved into a core strategy for the company as it doubles down on its commitment to virtual care in behavioral health services. Cigna’s aggressive expansion and investment in digital care reflect a broader transformation across the health care landscape—one where accessibility, convenience, and technology-driven solutions are redefining patient experience and outcomes.
A Dramatic and Rapid Shift in Virtual Care Utilization
Prior to the COVID-19 pandemic, virtual care in behavioral health was a relatively niche offering, with only about 1% to 1.5% of Cigna’s insured patients using these services. That changed almost overnight. According to Stuart Lustig, Cigna’s senior medical director for behavioral health, virtual behavioral health claims surged to 60% by June 2020—a staggering increase that has since stabilized but remained remarkably high.
“This shift was really, really dramatic, and it happened really, really fast,” Lustig told Behavioral Health Business. This surge wasn’t just a temporary blip but signaled a long-term change in how patients prefer to access mental health services.
The implications are enormous. Traditional barriers such as geographic limitations, scarcity of providers, scheduling conflicts, and the stigma often associated with seeking psychiatric care have all been significantly diminished by virtual care in behavioral health platforms. Patients can now connect instantly with therapists via video, messaging, or chat apps, making care more convenient and accessible than ever.
Overcoming Barriers to Care
Lustig emphasized that virtual care in behavioral health addresses some of the most persistent obstacles to behavioral health treatment. “When you need psychiatric care, access is often the biggest hurdle,” he said. “Resources are limited, and stigma still keeps many from seeking help. But being able to dial into your therapist from home or send a quick message at a moment’s notice? That’s a real game changer.”
This immediacy and flexibility have expanded options for patients who might otherwise delay or forego treatment. From individuals juggling busy schedules to those living in rural areas with few providers nearby, virtual care in behavioral health levels the playing field, making behavioral health services more equitable and patient-centered.
A Multi-Faceted Approach: Partnerships and Acquisitions
Recognizing this seismic shift, Cigna has not only expanded its internal virtual care in behavioral health offerings but also built an ecosystem of partnerships with innovative digital health companies. It collaborates with providers like Talkspace, Ginger, and Meru Health to offer beneficiaries multiple points of entry into virtual care in behavioral health services.
In a strategic move to strengthen its telehealth capabilities, Cigna’s health services subsidiary, Evernorth, announced in February the acquisition of MDLive, one of the largest telehealth companies in the U.S. MDLive provides a broad range of virtual services, including therapy and psychiatry, delivered by certified clinicians. While the financial terms were not disclosed, this acquisition aligns perfectly with Cigna’s mission to increase timely access to care.
Lustig explained, “The MDLive acquisition is really part of this pivot towards helping people get in for virtual treatment, as are some of the other vendors like Talkspace. These are all part of the same approach of helping people to get in more quickly and more effectively to get the treatment they need.”
Accelerated Efforts Fueled by the Pandemic
While Cigna had been on the path toward virtual care in behavioral health expansion before the pandemic, COVID-19 accelerated these efforts dramatically. The crisis underscored the critical need for flexible and scalable mental health care delivery, prompting insurers like Cigna to double down on investments and innovation.
Eva Borden, managing director for behavioral health at Cigna, echoed this optimism in a 2022 interview. She highlighted that the company’s vision for virtual care in behavioral health involves a “multi-faceted approach” that goes beyond video visits to include digital engagement through apps, text therapy, and other emerging formats.
“When I think about the future of virtual care in behavioral health at Cigna, it will be very diverse,” Borden said. “It’s about expanding access through multiple channels so beneficiaries can engage in the way that works best for them.”
The Role of Digital Therapeutics and Predictive Analytics
Cigna’s Evernorth platform is not only expanding access but also embracing cutting-edge digital therapeutics—software-driven interventions designed to treat behavioral health conditions. For example, Quit Genius, a digital clinic that supports addiction recovery, is part of Cigna’s growing portfolio of therapeutic partners.
Stuart Lustig explained that an important frontier for Cigna is combining these digital tools with powerful predictive analytics. By leveraging vast amounts of claims and clinical data, Cigna aims to identify patients’ needs early and tailor interventions proactively.
“It’s about matching the right digital therapeutic to the right patient, ideally even before they know they need help,” Lustig said. “This predictive capability is where we believe the most value lies for the future of healthcare.”
Implications for the Future of Behavioral Health Care
Cigna’s bold investments and multi-channel strategy are a clear indication that virtual care in behavioral health is no longer a stopgap—it is now a core pillar of comprehensive mental health treatment. This shift has profound implications:
- Increased Access: Virtual platforms break down geographical and scheduling barriers, providing care to underserved populations.
- Reduced Stigma: Online and app-based options offer discreet ways to seek help, encouraging more people to engage in treatment.
- Personalized Care: Data-driven matching and predictive analytics enable more tailored and effective treatment plans.
- Continuity and Convenience: Patients can maintain ongoing relationships with providers through flexible virtual options that fit their lifestyles.
For patients, providers, and payers alike, these changes promise a future where behavioral health care is more accessible, effective, and integrated into everyday life.
Conclusion
Cigna’s doubling down on virtual care in behavioral health post-pandemic reflects a decisive shift in the healthcare ecosystem. By leveraging partnerships, acquisitions, digital therapeutics, and advanced analytics, Cigna is making behavioral health care easier to access, more personalized, and better suited to meet the evolving needs of patients.
As the healthcare industry continues to innovate, the lessons learned during the pandemic will continue to shape how mental health care is delivered. Cigna’s efforts provide a roadmap for how insurers and providers can work together to harness technology, overcome barriers, and ultimately improve outcomes for millions of people struggling with behavioral health challenges.
Virtual care in behavioral health is no longer the future — it’s the here and now, and Cigna is leading the way.
