Avery helps make health benefits easier to navigate
Meet Avery: UnitedHealthcare's virtual assistant
Understanding your health benefits can sometimes feel like it requires a medical degree. From deciphering your coverage options to finding in-network providers, it can feel difficult to even know where to start.
Avery, an AI virtual assistant from UnitedHealthcare, is working to change that with a simpler health care experience for members. Eligible members can simply ask Avery questions within the UnitedHealthcare® app or myuhc.com® about their benefits, specific in-network providers or cost estimates and get relevant answers, based on their specific health plan. It is now available to 21 million commercial, Medicare, and Medicaid members.
It offers clear, actionable next steps for members and can help connect to additional support, when needed, in real-time. Avery was recently awarded the Forrester’s 2026 Data & AI Award, highlighting United Healthcare’s commitment to smarter care through technology, trust and transformation.
“People want health care to be easier to use and tailored to their personal needs,” said Amy Jordan, vice president of digital consumer experience. “Avery is one way we are responding to consumer demand for a simpler experience and enabling our members to focus on what matters most, getting and staying well.”
Here’s how Avery works
Avery can help members with a wide range of questions and issues related to:
- Coverage and personal benefits
- Cost estimates and plan balances
- Rewards opportunities and eligible programs
- ID cards
- Provider search
- Claim information
- Explanations of benefits
How does Avery help simplify navigating the health care system?
If you are a member wondering if your doctor is still in network, instead of making a call to try and track down that information, you’d simply enter your question into the chat and Avery can provide your doctor’s current network status, contact information and location details.
If you’re looking for a new doctor, Avery can also help guide members to quality, affordable network providers that align with their benefits by utilizing UnitedHealthcare's provider search capability. From there, Avery can help members understand their potential cost and care options in advance, offering more transparency and informed decision-making.
How does Avery connect members to additional help?
If you have additional questions and prefer to speak to a representative, Avery will automatically transfer members to an advocate when a live call is requested. That said, data shows many members who use Avery have not required additional assistance.
When Avery transfers a member to a live call, the full synopsis of the chat is sent to that advocate so members do not need to repeat themselves or start from the beginning.
For more complex needs, Avery can provide real-time administrative support and insights into the member’s history to help support advocates in seeking a resolution — and keeps the advocate’s focus on the member, instead of searching for information.
Avery will continue to evolve as new features are being developed to help empower members in their health care journey.
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