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UnitedHealthcare is rapidly scaling its generative AI tool, Avery, from roughly 6.7 million to 21 million members. The tool helps members navigate benefits, check deductibles, find providers, and process claims — resolving 90% of interactions on its own. The insurer plans to eventually roll it out to its entire membership.
UnitedHealthcare is accelerating the rollout of its generative AI companion, Avery. Originally launched earlier this year to about 6.5 million employer plan members and 160,000 Medicare Advantage enrollees, the tool is now being expanded to 21 million members — faster than initially anticipated.
Avery is designed to take the complexity out of navigating health insurance. It can answer questions about deductibles, out-of-pocket maximums, provider networks, pricing, and claims. When it can't fully resolve an issue — which happens just 10% of the time — it hands off seamlessly to a human advocate. The insurer is also building out a feature that would allow Avery to call providers and schedule appointments on members' behalf.
The foundation of Avery's reliability, according to UnitedHealthcare's chief data and analytics officer Craig Kurtzweil, is that it's built on "ground truth systems" — a robust data layer that ensures accuracy and builds member trust. The long-term goal is to make Avery available to all UnitedHealthcare enrollees.
By the Numbers:
Why it matters: As health insurers face growing pressure to improve member experience and reduce administrative friction, AI-powered tools like Avery signal a significant shift in how care navigation and benefits support are delivered at scale.
