Executives said the investment is already paying off, delivering a 2-to-1 return by automating slow, manual work and helping staff move faster. They also said AI can make care approvals faster and cut costs in a system that still relies on phone calls, faxes, and paper.
One early win is Optum Real, a tool that lets providers check coverage in real time. It has already handled one billion transactions since its launch last year.
However, the company faces a trust gap. A Gallup poll found 69% of people do not trust businesses to use AI responsibly. Insurers face even more scrutiny, with many patients frustrated by delays and denials tied to prior authorization. UnitedHealth is also fighting lawsuits claiming an algorithm limited care, claims the company disputes.
UnitedHealth Says It Must ‘Earn Trust’
UnitedHealth leaders say they know trust will not be rebuilt overnight. “You have to gain trust, earn trust through your actions,” said Tim Noel, who now leads the company’s insurance division.
