December 2018

Connected Benefits Help Drive Engagement and Savings

Cigna has conducted a national book of business annual study since 2015 to explore the value of benefits integration and customer engagement. In years past, the study focused on the integration of medical and pharmacy benefits only. But given recent findings, such as the fact that up to one-third of people with a serious medical or chronic condition also have symptoms of depression,1 the need for a holistic, connected approach that includes behavioral health is becoming increasingly clear.

That’s why this year’s study, in which Cigna engaged KPMG, a global auditing and consulting firm, to review study design and methodology, includes an analysis of integrated medical, pharmacy and behavioral health benefits. The findings are more compelling than ever, particularly when it comes to potential savings.

Increased Engagement

When medical, behavioral and pharmacy benefits are connected, Cigna has more access to important customer data and more opportunities to maximize customer touchpoints, across all benefits. Based on the study, when these benefits are integrated, customers are significantly more active in health coaching, complex case management and effective specialty drug management versus those with only Cigna medical and basic behavioral coverage.

  • 22% more individuals engage in health coaching and case management programs
  • 15% more individuals complete multiple health improvement activities

Engagement-driven Cost Savings

Increased engagement in managing health conditions also helps generate medical cost savings for clients who connect their benefits with Cigna.2 Here’s a breakdown of the savings.

  • $193 annually, on average, for each covered individual
  • $645 annually for each individual identified with a known health improvement opportunity (approximately 20% of the population)
  • These medical savings can increase to more than:
    • $9,792 PMPY for an engaged customer with a specialty condition
    • $5,900 PMPY for an engaged customer with diabetes

A Truly Integrated Experience

Truly connected benefits within the same health service company allows for more meaningful insights, more thoughtful interventions and more holistic, personalized and effective customer support. This can mean improved outcomes, productivity and savings for clients and customers alike.  That’s the value of a truly connected health care experience.


1. WebMD, Dealing With Chronic Illnesses and Depression, August 2018.

2. Cigna 2018 National Book of Business study of medical customers who have Cigna pharmacy and behavioral benefits vs. those with Cigna medical and basic behavioral. Average annual per member per year (PMPY). Individual client/customer results will vary and are not guaranteed.