Elevance Health Expands Virtual Assistant to Help Members Navigate Healthcare with Confidence

Digital experience delivers clear, personalized guidance to simplify care navigation and improve engagement

INDIANAPOLIS--(BUSINESS WIRE)--Elevance Health announced today that it expanded access of its Virtual Assistant, a digital experience designed to help members easily access information, understand their benefits, and find care with confidence. Available through the Sydney Health app and Elevance Health–affiliated health plan websites, Virtual Assistant uses conversational technology to simplify healthcare navigation and improve engagement between members and their health plans.

“At Elevance Health, the member experience is at the heart of everything we do,” said Anita Allemand, Chief Growth Officer, Elevance Health. “People deserve clear, trusted guidance when making healthcare decisions. Virtual Assistant helps members proactively find the personalized information and support they need quickly and confidently, without the frustration of navigating multiple menus or systems.”

Healthcare can often feel complicated, with members struggling to understand coverage, compare costs, or locate in-network providers. The Virtual Assistant addresses those member frustrations by providing a single, integrated destination for clear and personalized support. Early results indicated that nearly 9 out of 10 pilot users were able to leverage the Virtual Assistant to help them find answers to their questions.

Using plain language, members can ask questions like “Is my surgery covered, and how much will it cost?” and within seconds receive a list of in-network providers, personalized cost estimates, and a coverage breakdown. Whether checking a claim, paying a bill, or finding care, members get information, anytime, anywhere. The Virtual Assistant also supports Spanish translation and integrates with Elevance Health’s Find Care platform for a seamless, connected experience.

Virtual Assistant reflects Elevance Health’s commitment to leveraging technology in ways that are transparent and simple. By guiding members step by step through their healthcare journey, it helps them take action and builds confidence in their decisions.

“Virtual Assistant isn’t just about efficiency; it’s about building trust and empowering people,” Allemand added. “We’re using technology to make healthcare simpler and more intuitive.”

Virtual Assistant is available now for approximately 22 million members with Elevance Health–affiliated commercial health plans, with expansion to Medicare members planned for 2026. Availability may vary and is subject to state-specific approvals.

About Elevance Health

Elevance Health is a lifetime, trusted health partner whose purpose is to improve the health of humanity. The company supports consumers, families, and communities across the entire healthcare journey – connecting them to the care, support, and resources they need to lead better lives. Elevance Health’s companies serve over 109 million consumers through a diverse portfolio of industry-leading medical, pharmacy, behavioral, clinical, home health, and complex care solutions. For more information, please visit www.elevancehealth.com or follow us @ElevanceHealth on X and Elevance Health on LinkedIn.