HARTFORD – Aetna, a CVS Health company, has shared insights from its inaugural Aetna Provider Survey, a quarterly research initiative designed to gauge perspectives across a representative cross-section of the U.S. provider market. The survey aims to capture timely, unbiased feedback on providers’ current experiences as well as their expectations for the future, helping to inform opportunities to improve collaboration, evolve the provider‑payer relationship, and build greater trust over time.
Survey results indicate cautious optimism, with 60% of respondents expecting the health care system to become less burdensome over the next five years. The findings also revealed an average provider‑payer trust score exceeding 50%, signaling meaningful progress while highlighting continued opportunities for improvemen
While more than four in ten (44%) of respondents agree their current payers prioritize patient well-being and give clear coverage information, only 36% think payers consistently deliver on their promises. When asked the single action payers could take to address their challenges, providers cited helping patients navigate the system (26%) as the top action.
"Our industry is at an inflection point and, now more than ever, building trusted provider-payer relationships is critical to achieving our shared goals. At Aetna, we know there is more work ahead and I'm proud of the bold steps we have taken to help our provider partners, medical professionals and those they care for better navigate the health care system," said Steve Nelson, Executive Vice President and President of Aetna. "This survey is one of many ways Aetna engages with those we serve, understanding their priorities and pain points so we can remove friction from the health care system."
From an industry perspective, respondents were asked to choose one thing they would change about the health care system today, with the top three answers below.
- Reduce administrative burden (26%)
- Improve access to care for all patients (21%)
- Simplify insurance processes (17%)
Prior Authorization has a role, but needs to be simplified
Most providers (65%) agree prior authorization has a role to play in the health care system, with the top three benefits cited as assessing medical need (33%), ensuring financial accountability (27%), and reducing low-value care (19%).
Aetna continues to lead the industry in simplifying Prior Authorization, with the fewest medical services subject to prior authorization. Today, of eligible prior authorizations, more than 95% are approved within 24 hours. Aetna has a target of more than 80% of electronic prior authorizations executed in real-time by year end 2026.
Operational excellence is enabled by technology and AI
Survey respondents cited access to patient care and complex insurance processes as pain points and also identified AI as being a part of the solution. Over half (52%) of providers are confident that AI will help improve the health care system by simplifying and accelerating administrative processes. The majority of respondents (57%) also believe access to healthcare will become more equitable in the next five years.
Aetna continues to create and integrate AI and digitally enabled solutions to help members better access and navigate the health care system through their channel of choice. Aetna Care Paths, available on the Aetna Health app, provides personalized care recommendations.
Aetna is also leveraging technology to achieve operational excellence across the business. As an example, Aetna leveraged technology to automate more than one million incoming provider calls focused on prior authorization requirements and status in 2025. As a company policy, Aetna does not use AI to deny prior authorization claims.
Optimism for the future
Looking ahead, there is industry optimism. Over the next five years, three in four providers believe the patient experience will improve and more than half (52%) believe that health care will become easier for patients to navigate.
An overwhelming majority (87%) agree that advances in technology will lead to better health outcomes over the next five years. And, 76% reported that technology is a top three investment priority for their organization over the next three years.
