UnitedHealthcare Expands Avery AI to 21 Million Members
The insurer is rolling out its generative AI companion tool to millions of additional plan enrollees nationwide.
Updated on Oct. 26, 2026 in Artificial Intelligence
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UnitedHealthcare has expanded access to its generative AI tool, Avery, reaching 21 million members across the country. The platform is designed to assist users with insurance plan details, including deductibles and claims processing.
Why it matters
The company aims to reduce administrative friction and enhance member experience by leveraging AI to provide rapid, data-backed support. High resolution rates observed during initial testing motivated the broad expansion of the service.
Avery resolves 90% of member interactions, with 10% of cases requiring a handoff to human advocates. The system operates on ground truth databases containing information on deductibles, provider networks, and plan pricing.
The players
UnitedHealthcare
This health insurance provider is a division of UnitedHealth Group that offers a variety of health benefits and services to millions of members across the United States.
The details
Built on internal UnitedHealthcare data, the AI provides specific information regarding plan options like Surest and variable copayments. The insurer plans to develop further capabilities that allow the tool to contact providers and schedule appointments.
Timeline
Earlier this year, UnitedHealthcare unveiled the Avery AI companion.
On October 26, 2026, the insurer announced the expansion to 21 million members.
The Tech Race
The move follows a broader industry push toward the Generative AI integration in customer service as firms seek to automate routine inquiries. This expansion represents an acceleration of the industry-wide adoption of large language models to replace manual insurance navigation.
Members can now use the AI tool to instantly check information regarding deductibles, out-of-pocket maximums, and network providers without waiting for a human representative. Users should expect a more streamlined experience for routine inquiries, though complex issues will still trigger a handoff to a human advocate.
The takeaway
Automated tools are increasingly handling routine health insurance tasks, significantly reducing the need for human intervention in standard policy queries. Patients should prepare for a transition toward AI-first support systems when contacting their insurance provider for account information.
Further reading
For more on how insurance companies are adopting new technologies, visit the Artificial Intelligence section.
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