Cigna Healthcare Hong Kong receives two accolades at HKB Technology Excellence Awards

The revamp of its MyCigna HK Mobile App has simplified navigation and improved customer experience.

Health insurer Cigna Healthcare Hong Kong bagged two wins at the prestigious HKB Technology Excellence Awards 2024 for its commitment to transformative digital experiences, as evidenced by its next-generation healthcare mobile app, MyCigna HK Mobile App.

The company took home the Digital - Insurance and the Mobile - Insurance categories.

Cigna Healthcare Hong Kong sees the app transforming the digital healthcare experience through incorporating cutting-edge technology to provide a convenient and user-centric user experience that simplifies navigation and improves customers' overall satisfaction and engagement.

Amongst these designs are the shortcuts implemented for its claims submission, cashless medical services, and finding a doctor; easier navigation for information cards; and a floating toolbar on the landing page for instant access to core features. Other user-centric features also include integration with Teladoc health to provide a seamless experience on virtual doctor consultations and with Chloe Chatbot which features artificial intelligence capabilities.

The MyCigna HK Mobile App has also enabled consistent user experience across platforms and devices and more secure access management that is able to scale up to adapt to the company’s growing needs. The app is also connected with Google Analytics and provides a dashboard to monitor data in real-time, in order to gain insights from user behaviour, preferences, device usage, and demographics.

At the same time, that app has improved security features to align with the market best practices for protecting customers’ information. These features include blocking all screen captures in the app to protect sensitive information, prevent unauthorised distribution, and reduce data leakage risk. Other security features include biometric authentication and two-factor authentication.

These features have led to an increase in app usage by 30% and a significant jump in customer satisfaction, which was reflected in the app store review. After undergoing significant optimisations, the app has also seen more than 40% improvement in the sign-in function and around 60% to 80% improvement in various major functions such as e-claims submission and loading policy details.

Moreover, Cigna Healthcare Hong Kong has recorded more than 30% operational expense cost savings by leveraging on technology solutions with cheaper licence costs and cost-effective resources.

The HKB Technology Excellence Awards celebrates innovation and excellence in Hong Kong's dynamic tech landscape, highlighting companies that lead the way in technological disruptions within their industries.

The Hong Kong Business Technology Excellence Awards is presented by Hong Kong Business Magazine. To view the full list of winners, click here. If you want to join the 2025 awards programme and be acclaimed for your company's outstanding contributions in pursuit of technological innovation, please contact Julie Anne Nuñez at [email protected].