Skip to main content

How Aetna® uses digital tools to solve health plan challenges

September 22, 2025 | 4 minute read time

 

 

Recent research shows that most U.S. adults find managing health care overwhelming. One survey found that people spend the equivalent of an eight-hour workday each month coordinating care for themselves or loved ones.*

 

At Aetna, we know it should be easier. We’re doing our part to create a seamless experience for you and your doctors.

 

Digital innovation, including the use of Artificial Intelligence (AI), can make it easier to navigate your health insurance. And it helps us to serve you better. Digital tools can support every moment of your health journey – from finding a doctor to remembering when to take your medicine. They can help improve your experience and your health, so you can live your healthiest life.

 

Personalized health care experiences through digital innovation

 

We carefully choose where and when to apply technology. Human connection is a critical part of health care. That’s why we use technology to enhance – not replace – the live interactions that you and your doctors may have with us.

 

The people that support you throughout your health journey – our customer service representatives, care managers and more – will always be around. We’re using digital tools to help them better address your needs.

 

The result can be a more personalized and convenient experience when it comes to:

 

  • Finding care
  • Interacting with customer service
  • Using quality product offerings
 

How our tools work for you

 

Aetna uses a variety of digital tools to support you and your health care providers.

 

Our Next Best Action (NBA) program shares personalized recommendations to improve your health based on your history.

 

With our Global Search engine, you and your doctors can access health care information based on real-life questions. You can find answers to searches like “how much will this cost?” or “my son has a fever.”

 

Our Guided Care Search gives you a more advanced journey. It shares popular search categories and includes sort and filter capabilities. Mental and physical health guidance are both part of the Guided Care Search experience, so you can treat your body and mind. And it helps you compare health care providers with the Smart Compare tool.

 

Using technology, including AI, responsibly

 

Many people and companies are deciding how to use new technology.

 

For example, Aetna uses digital tools like automation to approve prior authorizations faster. Aetna never uses automation to deny coverage for medical reasons, only to approve.

 

To make sure we use AI responsibly, we adhere to strict rules. These include:

 

  • Your data is protected.
  • We work to ensure that all results created by AI are correct, consistent and reliable and those results are easy to understand and track.
  • Decisions around AI are accessible and transparent.

 

Our commitment to the responsible use of AI goes beyond internal standards. We’re also setting the tone for health care at large. CVS Health® is a founding partner of Coalition for Health AI (CHAI). CHAI strives to be the trusted source for responsible use of AI in health care.

 

The future of health care is convenient and digitally driven

 

Innovation and digital solutions will change health care for the better. We’re committed to using technology safely and wisely. Our digital tools are designed to make care more convenient and connected for you.

 

Explore more tools, like the Aetna Health℠ app and Aetna member website.

Also of interest: